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Knowledge base
Customer Support
Using the support portal
7
How to submit a ticket using email
Submitting a ticket via the customer support portal
Creating a support account
How to reply to a ticket
What do the ticket statuses mean?
View all 7
What is included in free support
3
Remote Support
Euphoria Telecoms Orientation on the TMS
Euphoria Telecoms After hours Emergency Support
Change management
1
What is change management?
Remote Working eBook
1
Remote Working Guide
Euphoria TMS
TMS Guides
5
How to Guide/ Includes Q&A - Clients
Telephone Management System (TMS) User Guide
What is the Euphoria Telephone Management System (TMS)?
Setting up a TMS Account
Euphoria Platform - Features and Benefits
Log In & Dashboard
6
How to Login to the TMS V3.
How to Verify an Account.
How to Reset a TMS password.
How to RICA your Account.
TMS Dashboard
View all 6
Billing & Accounts
12
Pre-Paid Billing: How to Renew Monthly Services.
Pre-Paid Billing: How to Purchase Airtime.
Postpaid Billing Cycle (Debit Order).
What is a Calling Credit limit?
How to Activate Postpaid Calling Credit Limits.
View all 12
TMS Users
15
How to Create a Custom Role.
What can Custom Roles be used for?
How to Assign a Role to Multiple Extensions.
How to Assign a Role to Individual Extensions.
How to Add a Manager to the TMS.
View all 15
DID Manager
5
Telephone Numbers: How to Request a New Number.
Randomised Pools: How to Add a Randomise Pool.
Where to set Randomised Pools.
Can the contact in the TMS DID Manager integrate with other platforms?
TMS Feature - DID Manager
PBX Manager
40
How do I change my default caller ID?
How to Disable Personal Caller ID.
How to change the system voice on the PBX?
How to Setup Parking Lots.
How to Use Parking Lost.
View all 40
Extension Manager
37
Can an Extension Number be Chosen?
How to Create an Extension in the TMS for Post-Paid Users.
How to Create a New Extension - for Pre-Paid Users.
Enabling the API on an Extension.
How to Provision a Device to an Extension
View all 37
Contact Manager
2
Contacts: How to Set Up the Remote Directory Feature.
TMS Feature - Contact Manager
Campaign Manager
9
How to Create a Campaign.
How to Enable Dispositions for a Campaign.
How to Manage a Campaign.
How to Create a Script to the Campaign.
How to Add Agents t the Campaign.
View all 9
Call History
5
How to View an Outbound Cost Analysis Report.
How to View an Outbound Call History Report.
How to View an Incoming Call Analysis Report.
How to view an Incoming Call History Report.
TMS Feature - Call History
Analytics
11
How to View All Agent Analytics.
How to View Individual Agents Analytics.
How to View ALL Queue Analytics.
How to View Individual Queue Analytics.
How to use the Queue Analytics to trace Inbound/Outbound calls.
View all 11
Realtime Monitor
2
How to View Realtime Calls, Extensions, Queues, Campaigns, Dialer Status, Conferences, Agents.
TMS Feature - Realtime Monitor
Dialing Restrictions
9
How to Enable International Dialling on your PBX.
How to Create an Allow List.
How to import an Allow list.
How to Edit/Delete an Allow List.
How to Create a Block List.
View all 9
API & Integration
6
Integration Center: How to Create an Integration Group.
How to Create a Webhook.
Can a webhook be activated during a call?
API Manager: How to Set Up an API Key.
TMS Feature - API & Integration
View all 6
Downloads & Tools
23
How to Install and Set Up the Euphoria Advanced Softphone (Previously Agent Manager)
How to Run the Euphoria Advanced Softphone (Previously Agent Manager)
How to get the Euphoria Advanced Softphone to Ring with One Device while using Another Device for the Conversation.
How to make Calls on the Euphoria Advanced Softphone: (Previously Agent Manager)
How to Receive Calls on the Euphoria Advanced Softphone: (Previously Agent Manager)
View all 23
Help and Support
5
Help and Support: How to Create a Ticket when you have a Query.
How to Log a Query with Euphoria Directly.
How to check the status of an existing Query?
Where to Find All Training Materials?
Call Diagnostics: How to troubleshoot a contact number.
Extension Level Menu Items:
13
Browser Phone(Applications) : Setup of the Browser Phone.
How to transfer calls in the Browser phone?
Agent in Agent Workspace Video
Voicemail on Extension Level: How do I Access my Voicemail?
Accessing the Agent Workspace
View all 13
FAQ
15
How do I change my default Caller ID?
Where can I customise my script if I have 300 VIP members I want to give slightly different information to?
Can I always add a new contact to the campaign while in a call?
How many contact numbers can each contact have?
What's the difference between a failed contact and a failed number?
View all 15
Scoring
1
Euphoria Feature Video - How to use Scoring in TMS
Hardware/Software
Softphone options
1
How to install Euphoria Mobile App:
Deskphones
11
What are the Parking Lot Entries for Yealink Phones?
Setting up a SNOM Phone
How to Make network Change on the SNOM Phone.
Setting up a Yealink Phone
Setting up DSSkey’s on reception phones.
View all 11
Telkom Forwarding/ Diverting/ Pointing
4
How to Activate 'Forward Call' on your Telkom Landline through Euphoria Telecoms
Can I use a Telkom Smart Access 0860 or 0861 number with Euphoria Telecom?
Can I use a Telkom 0800 toll-free number with Euphoria Telecom?
I use an 086 number, and I am not receiving any inbound calls.
GNP - Porting
13
What is GNP - Porting?
What are the different Types of GNP Requests?
Why should I port my Geographic numbers?
Am I able to Port a number that is currently still in contract with my current Service Provider?
What is the process to port my number to Euphoria Telecom?
View all 13
Number Moves
5
What is a Number Move?
What are the different Types of Number Moves?
What is the process to move my number from my current service provider to Euphoria?
What is the process to move my number from one Euphoria PBX to another?
How long does it take to move my number?
Network Configuration
16
Can I use two ViBE routers on the same WAN connection.
Basic Euphoria Network Config - LTE, DSL & Bridge
Basic Euphoria Network Config - LTE & DSL
Basic Euphoria Network Config - LTE
Getting started with Euphoria WebRTC
View all 16
Integrations
Zendesk
2
Euphoria Integrations - How to use the Euphoria SoftPhone in Zendesk
Euphoria Integrations - Zendesk Agent with Dialer Extension
Teams
1
Euphoria Integrations - Euphoria Softphone in Microsoft Teams
Freshdesk
2
Euphoria Integrations - How to use the Euphoria Softphone in Freshdesk
Euphoria Softphone in Freshdesk and Extension Features.
Zoho
2
Zoho User Guide
Euphoria Integrations - How to use the Euphoria Softphone in the Zoho CRM
Community forums
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Euphoria Telecom Forums
API and Development
99
Making a Call using the API and the tms interface.
Posted by
Henno
,
15 days ago
Last Reply
by Divan le Roux
2 days ago
Chrometa Intergration with Euphoria
Posted by
Karabo Moroka
,
about 1 month ago
Last Reply
by Divan le Roux
13 days ago
Integration to Zoho Recruit
Posted by
Nick
,
about 1 month ago
Last Reply
by Divan le Roux
about 1 month ago
See all 99 topics
Reseller Support Forum
9
Are call recordings POPI compliant?
Posted by
Euphoria Management
,
over 5 years ago
Last Reply
by Tian
over 2 years ago
reseller Application
Posted by
Tafadzwa Carrington Nyawo
,
about 1 month ago
Last Reply
by Divan le Roux
about 1 month ago
Huawei B315 no incoming calls
Posted by
Johan Theron
,
4 months ago
Last Reply
by Johan Theron
4 months ago
See all 9 topics