- Admin Center Overview
- Navigating the Admin Center
- Building and Managing a Phone System
- Administer and Analyze Call Activity
Admin Center Overview
Telebroad's Admin Center is a collection of tools and features for building, managing, analyzing, and operating phone systems and call centers.
The Admin Center, with limited features and privileges, can be also accessed by regular users to manage their TeleConsole account and configure their mailbox greeting, PIN, phone line, forwarding, notifications, and more.
Presently Analytics, our portal for managing and producing reports of a simple phone system, will continue to be accessible to users who don't require the full complexity of the Admin Center. User guides are available here. Note that the Admin Center has its own Analytics dashboard. The two share some features but are separate tools.
With numerous functions and almost thirty screens, the Admin Center is a powerful do-it-all phone system portal. Understandably, this wealth of features might not be required by all administrators or in all scenarios.
To help you navigate and make more efficient use of the Admin Center this article provides an overview of its features by how you would use them to build and manage a phone system or to administer and analyze call activity.
Help Desk Links
You can access help desk articles relevant to each screen of the Admin Center by clicking 
and selecting Help & Training.
Building and Managing a Phone System
IT and phone system administrators would use the Admin Center to build and manage a cloud-based PBX phone system, creating the phone system users and telephony components such as extensions, internal lines, voicemail, page groups, conference meetings, etc. The Admin Center also provides the ability to buy, port, and assign external numbers.
To build and manage your phone system you will use three Admin Center menus – Users & Phones, Phone Numbers, and Voice Features.
This is where you essentially configure the PBX by adding and managing its users and their phone lines, voicemails, extensions, roles, devices, profiles, and more.
The phone numbers you can manage here are for internal lines and extensions. They have a shorter six-digit format compared to the standard ten-digit external phone numbers.
User Roles
When creating new users you can assign them one of three system roles:
Account Owner – has administrator-level access to all the features, options, phone lines, and users of the Admin Center.
Basic User – can only access the Users & Phones options and only manage and modify his own phone lines.
Restricted User – Cannot no access to the Admin Center.
You can also add customized roles from Admin Center Menu>Account>User roles & privileges with access to specific features of the Admin Center. For example, a Call Center Manager role that can access the Live Dashboard and Analytics features to control call activity but cannot modify any of the Voice Features.
Here you can manage ten-digit phone numbers for external communication. These numbers can be used with caller IDs, Direct Inbound Dialing, SMS and fax lines, and the main number for your company that you would assign to an IVR menu.
Unlike internal lines, phone numbers cannot be created but have to be bought or ported over from other providers. This will all be handled from the Admin Center or you can contact us to help you buy or port numbers.
A useful option here can help with unsolicited calls by filtering them based on incoming caller ID.
This collection of menus allows you to access, configure, add, and create the voice components of the phone system.
IVR Menus: IVR (Interactive Voice Response) menus introduce your business to callers and help them navigate its phone system with their phone keypad. You can also create internal IVRs to allow users and departments access and manage their accounts and various features of the phone system.
Extensions: These are short, typically 3-5 digit, numbers commonly assigned to users to make it easier and quicker for other users to call them or for external callers to reach them.
Hunt Groups: A voice feature for automatically distributing incoming calls between users, agents, or other destinations based on a selected distribution strategy and priority levels.
Call Queues: Another voice feature for automatically distributing incoming calls but, compared to hunt groups, it also allows callers to wait in the queue for an agent to become available and get notifications about their position in the line.
Page Groups: Let you deliver voice announcements to multiple users or external recipients. If supported by their phones, page calls will be answered automatically with the speakerphone enabled.
Pickup Groups: This feature allows users to grab an incoming ringing call from other users in the pickup group and answer it on their own phone or TeleConsole app.
Mailboxes: Create and manage (voice) mailboxes and voicemails for users.
Audio Files: Record, add, and organize sound files, music sequences, greetings, and announcements to be used by the phone system (a common use is for IVR menus and music on hold.)
Schedules: This is an automation tool that lets you set up times and durations for enabling or disabling features of the phone system. Schedules are useful with IVRs where you can have different greetings and phone navigation based on your business and holiday hours. Other common uses are with queues, hunt groups, mailboxes, phone numbers, or any other feature that depends on the staff's availability.
Phone System Destination and Features
These are not Admin Center menus but rather a list of over sixty options that are available to be assigned and selected with the Voice Features, Phone Numbers, and User and Phones menus. They provide routing options and access to various functions on your phone system. They can help external callers navigate the phone system but are also meant to provide phone system users with access and tools for using the phone system and accessing their accounts remotely.
When building or managing your phone system you will assign a destination type (like an extension) and then the destination itself (the extension number). However, some types of destination (for example, "Busy tone"), function as the actual destination.
The full list of destinations and features is discussed here.
Administer and Analyze Call Activity
This collection of menus is designed with call center managers in mind but can also be utilized by administrators or system users (assigned with a role that allows sufficient access) who need to be able to route calls and understand patterns about call volume.
To administer and analyze call activity you will use three Admin Center menus – Live Dashboards, Analytics, and Reports.
Analytics and Reports are connected in a way that you can click a button to share the selected date range and filter values between the two. This lets you view both the complete list of items and its statistical analysis.
You will find three sub-menus here for observing and routing calls. The ACD Dashboard and Active Calls Switchboard have panels for departments and queues. The calls arriving in these can be controlled by an Automatic Call Distribution strategy that is selected in the Call Queues and Hunt Groups menus(see Voice Features above.)
ACD Dashboard: The primary tool for call center administrators with a focus on call queues and inbound calls. It allows the administrator to assign calls to agents, participate in calls, and log agents in and out of queues to deal with high call volume and overflow.
Active Calls Switchboard: This is a more general tool for viewing and managing all phone calls on the system – both inbound and outbound. It lists both queues and hunt groups. It allows an administrator to route calls to users and departments, participate in calls, and track calls' progress in the system.
Live Wallboard: The Live Wallboard is an informative screen that displays tiles summarizing recent and current call and agent activity.
Use the Analytics Dashboard to measure and display KPI (Key Performance Indicators) statistics and bar or line charts for calls, callers, phone numbers, users, or group activity for a selected date range.
A powerful aspect of Analytics is that results can be plotted on charts both chronologically or get grouped (summarized) by total, average, minimum, or maximum values. Grouping values allow you to analyze activity for specific time periods of your phone system or call center. For example, you can group the past month's call activity by the days of the week. This will give you the totals for each day of the week so you can see what are your most and least busy days for call activity.
Use the Reports sub-menus to generate detailed lists of calls or faxes (coming soon) for a date period.
Call History Report: This report shows a list of calls for a specified date range. You can select each call in the report to see more details about it and its journey – how it moved between different points and destinations in the phone system. You can also view and listen to recordings of calls, if available.