Guides

Logging in

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Google Chrome and Mozilla Firefox are the supported browsers for CLOUDAGENT. The images used in the guide are typically taken on Google Chrome, but they should also be applicable to Mozilla Firefox as well.

To access the login screen, please use the following URLs based on your account:

Domestic CCaaS users: https://cloudagent.ozonetel.com/
International CCaaS users: https://beta.ccaas.ozonetel.com/

Simply click on the appropriate URL to reach the login screen.

To access the Admin Portal, click on the Admin tab and enter the Username and Password provided by Ozonetel. Once logged in, you can add the page to your favorites for easy access in the future.

Multi-Factor Authentication:

If you are using multi-factor authentication, please note the following:

📘

Note:

  • OTP will be valid for 10 minutes.
  • For Agents: Enable the setting: Admin setting - > General -> Enable MFA for Admin
  • For Agnets: Enable the setting: Agent setting -> Enable MFA for Agent

For Agents:

  • If the agent is using a phone number, the OTP will be sent to your registered number.
  • If the agent is logged in with a SIP number, the OTP will be sent to the configured email address.
    • If no email is configured, an error will prompt the agent to update their email address in the Agent form.

For Admins:

  • If the admin logs in using a phone number, the OTP will be sent to their registered phone number.
  • If the admin logs in using a SIP number, the OTP will be sent to their configured email address.

Once the Administrator logs in to the Portal, the home screen appears with the menu options Dashboard, Reports, Campaigns, Templates, and Admin.

The toolbar options are as follows:

  • Dashboard (Real-time dashboards, Reports of the Current day)
    • Used to get an instant view of the Call Center and Agent Status, Agent Monitor, and System Monitor.
  • Report (for Live and Historical data)
    • To get the Call detail records, Admin Dashboard, etc.
  • Campaigns
    • To conduct Inbound and Outbound calls using Manual, Predictive or Progressive dialing.
  • Templates
    • To create default template messages for Email, WhatsApp, and SMS.
  • Admin
    • To add Users, Agents and to configure Telephone numbers, Skills, Pause reasons, and Dispositions. etc.

All the tabs will be explained in detail in the following sections.

Updated about 1 month ago