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Ozonetel CCaaS
Overview
CloudAgent Features
Voice
Outbound Voice
Dialer Data Management
DID Management
Queue Management
Rules Management
CRM Integrations
Inbound Voice
Call Routing / IVR
Queue Management
Rules Management
Digital
Outbound Digital
Outbound SMS & WhatsApp
Inbound Digital
Chat Routing / ICR
Queue Management
Rules Management
Omnichannel Handling
Video Library
Video Library
Quick Start Guide
Quick Start Guide
Ozonetel Integrations
Integration with Leadsquared
Integration with Zendesk
Integration with FreshSales
Integration with FreshDesk
Integration with ZOHO
Integration with Salesforce
Microsoft Dynamic 365
Integration with Fresh Chat
Integration with Hubspot
Integration with FreshService
TroubleShooting guides
Inbound Call Related Issues
Unable to connect to a DID
Calls are not connecting to DID when forwarded from TFN or moblie
Agent is not receiving any calls(offline or online)
Calls cannot be placed in Conference
Calls have Jitter
Calls are getting disconnected automatically in queue
Frequently asked questions
General
What is the limit for Outbound IVR call blast?
What is the capacity / load Ozonetel can handle?
What information is required to implement SSO integration with CloudAgent?
Admin Portal
What is the process to activate DND (Do Not Disturb) calling for a campaign?
What are the steps for adding pause breaks for an agent?
How can we change the admin password?
Is it mandatory to prefix the phone number with 0?
Can we add the office landline number to the phone numbers?
What is "Transfer Number" feature, whose number it captures, and its use case?
What types of call prioritisation features does Ozonetel offer?
What is the difference between full & conversation recording and their use-cases.
What are dispositions and its uses
What is meant by ACW for unanswered calls?
What part of the conversation does call recording include?
Agent Guide
Overview
Getting Started
Understanding Agent Interface
Handling Voice Calls
Handling Chat / Digital channels
Other Features
Omnichannel Connect
Admin Guide
Overview
Logging in
Dashboard
Building a Dashboard
Campaigns
Inbound Campaign
Outbound Campaign
Advanced Retries
IVR Campaign
Chat Campaign
Restore a campaign
Outbound campaign functions
Screen Pop Config
Callback URL Config
Voice Callback Details
Chat Callback Details
Templates
People
User Profile
Sub-User
Agents
Groups
Configurations
IVR flows
Manage Numbers
Locations
Skills
Pause Reasons
Dispositions
Mappings
SIP Locations
WhatsApp Configuration
WhatsApp Switch Board in CloudAgent
Holidays
Bulk Update
Settings
Admin Settings
Agent Settings
Integrations
SSO Configuration
Broadcast Messaging
Logout
Live Reports
Overview
Glossary
Agent Break Details
Agent Overview
Agent Performance Report
Disposition Summary Report
Agent Login Report
Audit Log
Call Details Report
Conference Details
Customer Hold Details Report
Customer Interaction Details Report
Customer Interest (Missed Calls)
Digital Channels Details
IVR Feedback Details Report
IVR Hangup Details Report
Missed Call Details Report
Predictive Campaign Performance Report
PRI Utilization Report
SLA Report
SMS Report
Skill Report
Voice mail Report
Port Utilisation Report
Outbound Whatsapp Report
How To Generate Reports
Historic Reports
Overview
Glossary
Home Dashboard
Dashboard
Daily Call Summary Report
Hourly Calls Analysis Report
Inbound Call Analytics Report
Offline Phone Overview Report
Organization Metrics Report
Organization Overview Report
Performance Dashboard Report
Queue Overview Report
SLA Report
Call Detail Reports
Call Analytics
Audit Log Report
Call Backs Report
Campaign Productivity Report
Conference Details
Customer Hold Report
Dialer Count Details Report
Hourly Call Details Report
Hourly Phone Call Report
IVR Feedback Report
IVR Hangup Details Report
Inbound Call Summary Report
Missed Call Report
Organization Summary Report
Outbound Call Summary Report
Phone Productivity Report
Port Utilization Report
Predictive Campaign Performance Report
Skill Productivity Report
Transferred Calls Report
Agents Reports
Agent Break Details Report
Agent Call Summary Report
Agent Disposition Report
Agent Efficiency Report
Agent Login Report
Agent Productivity Report
Agent State Summary Report
Hourly Active Agents Report
Hourly Agent Call Report
Hourly Agents Summary Report
Performance Analytics Report
Digital Reports
Digital Channels Details
Chat Disposition Summary Report
Digital Detail Report
Dynamic Reports
Agent Call Summary Report
Day Call Summary Report
Disposition Call Summary Report
Custom Reports
Reports List
Scheduler Reports
Threshold
Filters
Campaign Filter
Agent Filter
Call Type Filter
Campaign Type Filter
Skill Filter
Location Filter
Call Event Filter
Status Filter
Phone Name Filter
Disposition Filter
Duration Filter
Transferred Filter
Mode Type Filter
How to generate a Report
ICR
ICR Designer
Masterclass Series
Introduction to IVR Designer
Using APIs in IVR Designer
Introduction to New Dashboards
Bot Designer
New UI Adoption
Release Notes
CloudAgent 2.0
CloudAgent 2.1
CloudAgent 2.2
CloudAgent 2.4
CloudAgent 2.5
CloudAgent 3.0
Appendix
Appendix
Escalation Matrix
Customer Support Escalation Matrix
India North
India South
India West
International
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Updated about 2 months ago
Overview
Agent Break Details
