For AI agents: visit https://docs.ozonetel.com/llms.txt for an index of all pages formatted in Markdown and endpoints in OpenAPI.

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v1.0

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v1.0Home Guides API Reference Changelog Discussions LiveOps Status

Ozonetel CCaaS

Overview

CloudAgent Features

Voice
- Outbound Voice
- Inbound Voice
Digital
- Outbound Digital
  - Outbound SMS & WhatsApp
- Inbound Digital
Omnichannel Handling

Video Library

Video Library

Quick Start Guide

Quick Start Guide

Ozonetel Integrations

Integration with Leadsquared
Integration with Zendesk
Integration with Zendesk Sell
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

Frequently asked questions

General
Admin Portal

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
Screen Pop Config
Callback URL Config
- Voice Callback Details
- Chat Callback Details
Templates
People
Configurations
Settings
Broadcast Messaging
Logout

Live Reports

Overview
Glossary
Agent Break Details
Agent Overview
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
Call Detail Reports
Call Analytics
Agents Reports
Digital Reports
Dynamic Reports
Custom Reports
- Reports List
- Scheduler Reports
Threshold
Filters
How to generate a Report

ICR

ICR Designer: Build Automated Conversational Flows

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 3.0

Appendix

Appendix
List of Cause Codes for Calls

Escalation Matrix

Customer Support Escalation Matrix

CXi Pulse

Overview
Configuration
Dashboard
Reports

CXI Audit

Overview
QA Dashboard
QA Configuration
QA Call Data Report
Manual QA Configuration

CXi Switch

Product Overview

CXi Reach

Overview
SMS Campaigns
WhatsApp Campaigns
Reports & Insights

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Introduction to IVR Designer

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Detailed documentation coming out soon!

Refer to the recorded session on the fundamentals of using IVR Designer here.

Updated over 1 year ago

ICR Designer: Build Automated Conversational Flows

Using APIs in IVR Designer