TABLE OF CONTENTS

TMS (V3)

How to Log in to the TMS V3 

  1. Go to the TMS URL:  https://tms.euphoria.co.za/

  2. Enter your email address. (Refer to the welcome mail, this will hold the login credentials)

  3. Enter your password.



How to Verify an Account.

  1. To verify a TMS account, please send an email to support@euphoria.co.za.

  

How to choose the correct account when logging in to the TMS

Once logged in to the TMS a user could have multiple accounts. These accounts are attached to different extensions and features. For Example, a user can have a manager account as well as an agent account. To access the correct account, a list will be provided once the user has logged on to the TMS. 

 

How to Reset a TMS password. 

  1. Go to the TMS URL:  https://tms.euphoria.co.za

  2. Click on Reset Password bottom right on the TMS Login page.

  3. Type in your company email address that is linked to the account; this will send an email with an OTP to the user to reset the password.

  4. Go to the mail and copy the OTP to the TMS page to change. Once done, the option to reset the password will show. 

  5. Create a new password and click Next. This will save the new password. 

Note: A password can be reset in the TMS as well. 

  1. Click on the user name or profile icon.

  2. Click on Reset Password and follow step 3 from above.

             

            Note: From here, all how-to’s will start on the dashboard page after an account has been chosen.




Dashboard Pages

How to RICA your Account.

1. Click on the Upload/Change RICA documents button in the green notification box on the dashboard.

2. Complete the required fields and upload a copy of the representative's ID document. 

3. Your documents will be sent to our accounts department for review, and you will receive an email notifying you if your RICA documents have been approved or rejected. If your RICA documents are in order, you will see the following notification on the dashboard when you log on to your Euphoria TMS.

 


Billing & Accounts

Account Details.

How to View Account  Details and Monthly Service Fees.

1. Click on Billing & Accounts menu item. 

2. Click on the Accounts Details sub-menu. 

3. Click on Edit Billing Details.

4. Edit the needed field and click Apply to save the changes.



Pre-Paid Billing: 

How to Renew Monthly Services.

1. Click on Billing & Accounts menu item. 

2. Click on the Accounts Details sub-menu. 

3. Click on the Renew Services button. 

4. Choose the amount to top up with given in monthly increments. 

5. Choose your preferred payment method; there are two options: 



Order Now, Pay via EFT 

  • This will create a proforma invoice which will be sent to the accounts email address you have provided.

  • Please send confirmation of payment to accounts@euphoria.co.za.

  • Kindly note that EFT payments are only processed during office hours, from Monday to Friday, 8 am to 5 pm.

Pay Now with Credit Card 

  • Credit card payments are processed instantly.



How to Pay for a New Extension Created for Pre-Paid Users.

1. Click on Billing & Accounts menu item. 

2. Click on the Orders sub-menu. 

3. From this page, you can either View or Pay the invoice. 

                Note: Once paid, the extension will be available for use.



How to Purchase Airtime.

1. Click on Billing & Accounts menu item. 

2. Click on the Account Details sub-menu. 

3. Click on the Buy Airtime button. 

4. Choose the amount to top up with given in monetary amounts. 

5. Choose your preferred payment method; there are two options: 

Order Now, Pay via EFT 

  • This will create a proforma invoice which will be sent to the accounts email address you have provided.

  • Please send confirmation of payment to accounts@euphoria.co.za 

  • Kindly note that EFT payments are only processed during office hours, from Monday to Friday, 8 am to 5 pm.

Pay Now with Credit Card 

  • Credit card payments are processed instantly.



Postpaid Billing

Postpaid Billing Cycle (Debit Order).

  • Monthly service invoices are generated on the 15th of each month.

  • Your monthly service invoice includes:

    • Outgoing call charges from the 15th to the 14th (e.g. 15th of October to 14th of November).

    • Service fees are charged a month in advance (e.g. on the 15th of November, the services on your monthly service invoice will be for December).

  • Debit orders are processed on the 20th of every month. 

  • The debit order amount comprises of the monthly invoice amount and any outstanding amounts and/or any invoices for additional services ordered during the current billing cycle.

  • You will receive a notification of the total amount to be debited 1 to 2 days before the debit order batch being submitted to the receiving bank for processing. 

  • Should your debit order fail, an administration fee of R90.00 will be charged to your account. Payment is required via EFT within 48 hours of you receiving notification that your debit order has failed. 

  • Should the debit order fail, we reserve the right to convert your account to prepaid should we deem it necessary.

 

What is a Calling Credit limit?

The calling credit limit is an advance that allows a user to make outgoing calls up to a specified amount for each billing cycle. A calling credit limit that may require a deposit.

Should the limit be reached or exceeded, outbound calling services will be automatically suspended. These services will only be restored once an additional deposit or other security has been provided.

 

How to Activate Postpaid Calling Credit Limits.

Contact Euphoria Telecom. We will set a calling credit limit that may require a deposit.

  • The monthly calling credit limit will revert to R 0.00 at midnight on the 14th of each month. Outgoing call charges are calculated from the 15th to the 14th of each month and are included on your monthly service invoice, issued on the 15th of each month. 

  • Payments for deposit slips are required via EFT; they can also be paid by credit card via the Euphoria TMS; once payment has cleared into our account, the credit limit will be set or increased. 

  • A notify value is set on the account; once this value is reached, an email alert will be sent. An increase request can be sent via the Euphoria TMS or contact our accounts department for assistance.

  • Deposits are fully refundable should you cancel your services with Euphoria Telecom. Please note that deposits are held in a non-interest-bearing account. 

 


Transaction History

How to Access Invoices and Statements.

1. Click on Billing & Accounts menu item. 

2. Click on the Transaction History sub-menu. 

3. Download statements according to a specific period by entering the relevant date range and 

clicking on the Display button: 

3.1. Download or View any invoice, credit note, or deposit slip by clicking on the PDF/View button.

3.2. Pay invoices by clicking on the Pay button next to the invoice. (Select multiple invoices/deposit 

slips for payment by selecting the invoices/deposit slips on the left-hand side.)

 


Voucher History

How to Redeem a Voucher.

1. Click on the Billing & Accounts menu item.

2. Click on the Voucher History sub-menu item.

3. Enter the voucher number into the voucher code request bar and select Submit.

 

How to Track Airtime Purchases.

1. Click on the Billing & Accounts menu item.

2. Click on the Voucher History sub-menu item:

2.1. Keep track of how often you add airtime and your airtime usage.


Orders

Where to Find Incomplete Orders? 

If unable to complete order:

1. Click on the Billing & Accounts menu item.

2. Click on the Orders sub-menu item:     

 

2.1. The Orders page contains a record of all unprocessed transactions on your account. 

2.2. Complete payments from here by clicking on the Pay button.

 

TMS Users

Note: When assigning permissions, roles, extensions, queues and campaigns, ALWAYS ensure the correct manager is chosen first. 


How to Create a Custom Role.  

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the arrow next to the Roles tab at the top toolbar. 

4. Click on Add Roles.

5. Create a Role Name and Type.  

6. Enable features for the custom role. 

7. Click Apply to save the role.  



What can Custom Roles be used for?

Custom roles can be created to add to a group of managers or extensions instead of editing permissions one by one. 



How to Assign a Role to Multiple Extensions.

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the arrow next to the Roles tab at the top toolbar. 

4. Click on Assign Roles.

5. Choose the role type and landing page. (The Dashboard page when a user logs into the TMS account.)

6. Choose the extensions that should be added to the role.

7. Click Save Permissions.



How to Assign a Role to Individual Extensions. 

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the arrow next to the Distribution tab at the top toolbar. 

4. Select Extension. All available Extensions will appear.

5. Double-click on the chosen extension. (The extension has to be in the Assigned or My Extensions column. 

6. Choose the role type and landing page. (The Dashboard page when a user logs into the TMS account.)

7. Click Apply to save the changes. 



How to Add a Manager to the TMS.

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the arrow next to the Manager tab at the top toolbar. 

4. Click on Add Manager.

5. Give the manager a Name. 

6. Create a TMS Account for the manager:

6.1. Fill in all Account details needed to create the login. 

7. Click on Apply to save the manager login. 



How to Add a Manager TMS Account to an Existing Extension.

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the arrow next to the Manager tab at the top toolbar.

4. Click on Add Manager.

5. Give the manager a name.

6. Add a TMS Log in to the manager. (Add a User name.)

7. Click on Apply to save the manager login. 



How to Assign Permissions to Managers.

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the manager you wish to add the permission to.

4. Click on the Permissions tab at the top toolbar. 

5. Select a role type and click on Save Permissions



How to Set Up a TMS Account for an Extension User.

2 Methods Available

Option 1:  TMS Users:

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the down arrow next to the Distribution tab on the top of the page and open extensions.

4. Select Extension. All available Extensions will appear.

5. Double-click on the chosen extension. (The extension has to be in the Assigned or My Extensions column. 

Note: When assigning extensions, ALWAYS ensure the correct manager is chosen first. 

6. Click on the key icon to open the pop-up window.

7. Select either Create a TMS account for this extension (Used for a new user) or  Assign this extension to an existing TMS account (The client already has a login created and needs this extension added to their view). Once the desired option is chosen, fill in the details of the user. 

 

Option 2: Extension Manager:

1. Click on the Extension Manager menu item

.

2. Click on the Extensions sub-menu item.

3. Choose the desired extension. This is done by using the search bar.

4. Open the extension and go to the Permissions tab.

5. Click on the key icon to open the pop-up window.

6. Select either Create a TMS account for this extension (Used for a new user) or Assign this extension to an existing TMS account (The client already has a login created and needs this extension added to their view). Once the correct option is chosen, fill in the details of the user.

Note!

  • Once the TMS login is created, it can take up to 30-minutes for the login to be generated before it is accessible.

  • If  Create a TMS login for this extension is chosen, and it doesn’t allow the login to be created - the email address is already connected to a TMS login. Call support for assistance.



How to Reset a TMS Password(For Reseller Tenants)

Resellers not wanting clients to receive the OTP mailer are to setup the TMS login as follows:

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the down arrow next to the Distribution tab on the top of the page and open extensions.

4. Select Extension. All available Extensions will appear.

5. Double-click on the chosen extension. (The extension has to be in the Assigned or My Extensions column. 

6. Click on the key icon to open the next pop-up window:

7. Select either Create a TMS account for this extension. Is used for a new user or Assign this extension to an existing TMS account. The client already has a login created and needs this extension added to their view. Once the desired option is chosen, fill in the details of the user. 

8. Add the Reseller Email Address under the Login Details section. This is the email address the system will send the OTP.

9. Add the client’s email address under the TMS login Username. This needs to be the client's email address.

Note: If any staff member leaves the company, PLEASE remember to DELETE their TMS login by emailing accounts@euphoria.co.za.




How to Assign Extensions, Queues and Campaigns to each Manager.

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the Manager you wish to add the Extensions/Queue/Campaign to. 

4. Click on the arrow next to the Distribution tab at the top toolbar. 

5. Select  Extension/Queue/Campaign (All available Extension/Queue/Campaign will appear)

6. Click and drag the extension from the Available column to the Assigned column.

             



What does it mean to add a new Team Leader to the account?

A team leader is a manager type that is selected when a manager is created. A team leader can be added to another manager as part of their group. 



How to Distribute an Extension to more than one Manager?

Extensions not under management can be added to multiple managers. Only extensions that have been put under management will not be available to multiple managers.  

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the Manager you wish to add the Extensions to. 

4. Click on the arrow next to the Distribution tab at the top toolbar. 

5. Click on Extension. All available Extensions will appear.

6. Click and drag the extension from the Available column to the Assigned column. 



How to put an Extension Under Management. 

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the Manager you wish to add the Extensions to. 

4. Click on the arrow next to the Distribution tab at the top toolbar.

5. Click on the Extension button. All available Extensions will appear.

6. Double-click on the extension to put it under management.

7. Click on the Put Under Management button.



How to see Which Features Are Active on My Extension?

1. Click on the TMS Users menu item.

2. Click on the Managers sub-menu item.

3. Click on the Manager under whom the extension is added. 

4. Click on the arrow next to the Distribution tab at the top toolbar. 

5. Click on the Extension tab. (All available Extensions will appear.

6. Double-click on the extension you wish to inspect. 

Note: The features in blue are active on that extension. Grey will show the features currently disabled on that extension. The number at the end indicates the 'Retention Period' on that extension.

 

DID Manager

Telephone Numbers

How to Request a New Number. 

1. Click on the DID Manager menu item.

2. Click on the Telephone Numbers sub-menu item.

3. Click on the Request New/Delete button.

4. Fill in all the details to create a request. 

   


Randomised Pools

How to Add a Randomise Pool.

1. Click on the DID Manager menu item.

2. Click on the Randomise Pools sub-menu item.

3. Click on the Add a Randomise Pool button.

4. Add a pool name and the numbers. 

5. Click Apply to save the changes. 



Where to set Randomised Pools.

2 Ways: 

Method Extension Manager

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the extension that you want to change. (This is done via the search button or opening the group the extension is part of.)

4. Click on the Details tab at the top.

5. Click on the Edit Icon next to the External Caller ID on the right. 

6. Set the Caller ID to Randomise.

7. Click Apply to save the change.


Campaign Manager Method  

1. Click on the Campaign Manager menu item.

2. Click on the Campaigns sub-menu item.

3. Click on Manage on an existing campaign.

4. Click on Edit Campaign.

5. Set the Caller ID to Randomise.

6. Click Update to save the change.



PBX Manager

PBX Settings

How do I change my default caller ID? 

1. Click on the PBX Manager menu item.

2. Click on the PBX Settings sub-menu item.

3. In the very first dropdown box, select the number you would like as your Default External Caller ID.

4. Uncheck the box that says Allow Personal Caller ID.

5. Click the Apply button. This change will take effect immediately.



How to Disable Personal Caller ID.

1. Click on the PBX Manager menu item.

2. Click on the PBX Settings sub-menu item.

3. Uncheck the checkbox next to Allow Personal Caller ID. 

4. To save the settings, click Apply.



How to change the system voice on the PBX?

1. Click on the PBX Manager menu item.

2. Click on the PBX Settings sub-menu item.

3. Click on the Sound and Language Pack dropdown box and select the voice option that best suits your needs.

4. Click Apply to save the changes.



How to create a Call Back feature that allows the cost of the call to be taken on by the Euphoria PBX, rather than the users cell phone airtime.

  1. Send in a request to support@euphoria.co.za to setup a feature code for “Call Back”, please

  2. provide us with the code you would like to use. (This cannot be in the same range as your

  3. extensions)

  4. Confirm the number you want this facility to be setup on. Keeping in mind that this number

  5. would be dedicated to the call back feature.

Note: When the call back feature is being set up, we use an extension that is not on the PBX to make the call from the system to the destination number (the number that called originally for the call back).

When it is set up like this, calls won’t be recorded and it will use the PBX’s default caller ID (the one that has been set on the PBX manager.

If you would like to use a different caller ID and have the call recorded, you would need to have an extension on the PBX with call recording active. Once you have an extension for the call back feature, you would also be able to change the caller ID on the extension manager


How to Setup Parking Lots

1. Send an email to support@euphoria.co.za requesting the following:

1.1.Click on the PBX Manager menu item.

1.2. Click on the PBX Settings sub-menu item.

1.3. Euphoria will then add the parking lots to the requested PBX and create additional 

feature codes.

Note: 700 - This will be the code to use to transfer callers to the parking lot.

          701 to 705 – These will be the parking lots. (These codes will be set up on the 

           device)



How to Use Parking Lots.

1. Select the Default Parking lot line key on your device. (using the park feature 700)

2. Notice the parking lot lights will start flashing red. 

3. Unpark that call back click on the parking lot that’s flashing.



  • Key: The button on the phone. Generally on-screen on side cart, this can be done on expansion modules as well; click on the Ext Key option.

  • Type:  What type of key/feature will be used.

  • Value: This will be the action the phone must “activate“  when pressed  

  • Line: This would be the name of the button being configured (This will display on the screen.

  • Extension: This would be the same as the Value.

  • As per the image below, notice that the correct fields have already been implemented.    (standard parking lots 701 – 705)



How to Create Pickup Groups.

1. Click on the PBX Manager menu item.

2. Click on the PBX Settings sub-menu item.

3. Click on the Add Pickup Groups button. 

4. Give the Pickup group a name and choose the extension that should be in the group.

5. Click on Apply to save the Pickup group.



Queues

How to Configure a Queue. 

1. Click on the PBX Manager menu item.

2. Click on the Queues sub-menu item.

3. Click on Create New Queue.

4. Create a queue name, description and decide if the queue is Inbound or outbound. 

(Please do not choose a similar name to your PBX name, this will cause the Queue not to work.)

5. Fill in and decide on all basic details.

  • Entry Conditions. 

  • Position and hold time.

  • Periodic Announcement.

  • Connections and ring strategy.

  • Agent/Member  Settings.

  • Service Level Agreement.

  • Miscellaneous.

  • Dispositions.

6. Click Apply to save all changes.



How to Enable Disposition for Queues.

1. Click on the PBX Manager menu item.

2. Click on the Queues sub-menu item.

3. Choose the desired queue. 

4. Click on the Dispositions Drop down option to concertina the section open.

 

5. Tick the Enable box.

6. Click Apply to save the changes. 



How to Add a Webhook to a Queue.

1. Click on the PBX Manager menu item.

2. Click on the Queues sub-menu item.

3. Choose the desired queue. 

4. Select the Webhooks tab.

5. Click the Add Webhook button. (Ensure the webhook is created in the API And Integration Centre.).How to Create a Webhook

6. Choose the desired Webhook. 

7. Click Apply to save the changes. 



How to add Members to a Queue.

Option 1: In Bulk

1. Click on the PBX Manager menu item.

2. Click on the Queues sub-menu item.

3. Choose the correct queue. 

4. Click on the Members tab.

5. Drag available members from the Available Members column to the Assigned Members column. 

6. Click Apply to save the changes. 


Option 2: Individually

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click on the Queues tab at the top. 

5. Select the Add to Queue button. 

6. Choose the correct queue and click Apply. (If an inbound queue is selected, give the extension user a penalty and then decide if they should be able to pause themselves in the queue.)



Option 3: From Realtime Queues

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Queues sub-menu item.

Note: All current live actions will show in the chosen sub-menu item, as not all managers have access to all features and extensions. 

3. Select one of the available queues. 

4. All extension users in the queue will show in their Idle, Paused or In Use state. 

5. Add an extension user to the queue by clicking on Add Member.

6. Choose the correct extension user, give the extension user a penalty and then decide if they should be able to pause themselves in the queue. Click Apply to save the user to the queue.



Where is the Time for a Queue Controlled? 

1. In the Inbound Queue, in Connections and Ring Strategy, by adapting the Ring Timeout. 


2. In a Huntlist, in the Queue step, 



Inbound Route

How to Set Up an Inbound Route.

1. Click on the PBX Manager menu item.

2. Click on the Inbound Routes sub-menu item.

3. Click on Create New Action Group. Add the name of the inbound route and a description and apply the changes.

4. Click on the down arrow next to the Actions tab.

5. Click on the Add Action button to create the route.

6. Add the Type, Description, Operator, Schedule, Action and Action Details to the route. 

7. Add a DID to the Route by going into DID Assignments.

8. Drag and drop available DIDs from the Available DIDs column to the Assigned DIDs column.

9. Click Apply to save the changes. 



How to add a Huntlist/IVR/ or Queue to the Inbound routes. 

1. Set up the specific action as per their individual How To’s. (How to Configuration a QueueHow to 

add an IVR / Digital Receptionist?,  How To Add A Hunt List)

2. Click on the PBX Manager menu item.

3. Click on the Inbound Routes sub-menu item.

4. Click on Create New Action Group. Add the name of the inbound route and a description, and apply the changes.

5. Click on the down arrow next to the Actions tab.

6. Click on the Add Action button to create the route.

7. Add the Type, Description, Operator and Schedule to the route. 

8. Select the correct action from the list in the Action tab.

9. Select the correct action from the list in the Action Details tab. 

10. Click Apply to save the changes.



How to Add a Custom Holiday Message to a Business PBX.

Method 1

1. Click on the PBX Manager menu item. 

2. Click on the Inbound Routes sub-menu item. 

3. Select the desired Action Group. 

4. Click on the down arrow next to the Actions tab. 

5. Click Add Action and add a new action. This will be used for 1 Holiday message. 

6. Add the Type(Time-Based), Description (Christmas/Easter Holiday Message), Schedule (Month, date or day and times), Action (Play File and Hang Up) and Action details (Choose the recording created) to the route. 

7. Click Apply to save the changes.

8. During the holiday season, move the action to the top of the list so that the dialer knows which route to follow.

 

9. At the end of the season, the dialplan will ship this action if the dates are set up correctly. 

10. Assign the DID’s to the Action group if this has not already been done.

11. Drag and drop available DIDs from the Available DIDs column to the Assigned DIDs column

12. Click Apply to save the changes. 


Note: Record a message via VoIP phone by dialling *31 and following the voice prompts. Once the recording is saved, it will automatically load to the voice recordings sub-menu item in the PBX Manager.


Method  2

When a large number of DIDs need to be added to a Holiday message, the best option would be to create a new action group and add the DID’s to this group for the season. It is important to remember to remove the DIDs at the end of the season and add them back to their usual routes. 



How to adjust/Change an Inbound Route.

1. Click on the PBX Manager menu item.

2. Click on the Inbound Routes sub-menu item.

3. Click on the action group you want to change. 

4. Move the actions into the correct order to allow the dialer to follow the required route. (This is done with a drag-and-drop motion)

5. Click Apply to save the changes.  



Pause Codes 

How to set up Pause Codes.

1. Click on the PBX Manager menu item.

2. Click on the Pause Codes sub-menu item.

3. Click on the Add Pause Code button.

4. Create a Pause Reason, Pause Code, Threshold (Counted in Seconds), and enable Productivity if needed. 

5. Click Apply to save the pause code.  




Feature Codes

Can I change Feature codes?


 Feature codes are preset key sequences and special numbers you can type into your touch-tone keypad.



Where to get a Professionally Recorded IVR Message Created?

Contact your sales executive at Euphoria, who will advise you on the available packages.





IVR Menus

How to Add a Recording via Your Phone.

  1. Dial *31 from your phone.

  2. Follow the voice prompt and record the message. (This recording will now automatically be uploaded to your Media Manager in the TMS, where it can be assigned to where you want it to be. Take note of the time and date you do the recording, as the recording will be named with a time and date stamp.)


How to Add an IVR / Digital Receptionist?

1. Click on the PBX Manager menu item.

2. Click on the IVR Menus sub-menu item

3. Click Add IVR Menu.

4. Create the IVR name, menu settings as well as menu actions.

 (Do not name the IVR anything like the PBX name, as this will cause the IVR not to work. Example of a good IVR name: "Inbound" or "Primary".)

5. Assign buttons to do specific actions. For example, if the caller presses 1, they will be sent to an admin hunt list in which only admin staff's phones are going to ring. 

6. Click Save to create the IVR.

Note: Test the IVR system before deploying to ensure proper functionality. Make test calls, navigate through the menus and confirm that the system accurately processes the caller's input.



How to create a call back for a company.

Creating a callback for a company would allow a client to contact the company and then have 

the company call them back without the client having to first speak to an agent. 

1. Request support to create a feature code in the Matrix. 

2. Create an Inbound group if one has not been created: How to Set Up an Inbound Route.

3. Create an action group with the Action as the feature code and the action detail as the specific 

feature code that has been set up. 


4. Assign DIDs to the Inbound Route.  

5. Drag and drop available DIDs from the Available DIDs column to the Assigned DIDs column


6. Click Apply to save the changes. 



Voice Recordings

What are Voice Recordings Used For? 

The voice recordings are the media files that play at different points during your IVR/Menu or inbound route. The voice recordings can also be used at queue announcements, Telephonic surveys and many other areas in the TMS. Any voice changes to the system require that recordings are redone and reloaded to ensure the information is accurate. 


How do I save a voice recording to the TMS

Option 1; Feature Code

Dialling the feature code *31 on your deskphone. Once saved the recording will sit in the TMS in

the voice recording section. 


Option 2:  Record from Voice Recordings Page

1. Click on the PBX Manager menu item.

2. Click on the Voice Recordings sub-menu item.

3. Select the Record Voice Recording button. 

4. Press Record and read your script in your most professional voice. 

5. Press Stop when you are satisfied with the recording.

6. Give the recording a name and press Apply to save it.


Option 3: Download Voice Menu Recorder

1. Click on the PBX Manager menu item.

2. Click on the Voice Recordings sub-menu item.

3. Select the Voice Menu Recorder link. 

4. Click Download and Install the Voice Menu Recorder.

5. After installation, open the recorder. 

6. Log in with your euphoria credentials to use the recorder.  

7. Press Record when you are ready The application has already loaded the correct audio format. 

8. Press Stop when you are done.

9. Give the recording a name and press Upload. This will save the recording in the TMS.  


Option 4: Upload a Recording

1. Click on the PBX Manager menu item.

2. Click on the Voice Recordings sub-menu item.

3. Select the Upload Voice Recording button. 

4. Select a pre-recorder file from your device. Note The media file should be an MP3 or WAV file. The uploader has a file size restriction of 5MB.

5. Press Apply to save the file. 


On Which Website Can I Find Music for my Telephone Recording?

The website is http://freeplaymusic.com.



Hunt Lists

How To Add A Hunt List.

1. Click on the PBX Manager menu item.

2. Click on the Hunt Lists sub-menu item.

3. Click on the Add Hunt List button top right.

4. Give the Hunt List a name and a description.

5. Click on Add Announcement if no IVRs are set up. (The announcement can be 1 second of                      silence or a pre-recorded welcome message.)

6. Click on Add Ring Group:

6.1.In Extensions to ring, click the +Add button to select the desired extension for an 

incoming call. Select the extension with the drop-down arrow, and click the Add button to add

 the extension.

6.2. Select the number of seconds you would like the call to ring at your selected extension.

Note: Add as many ring groups as the Hunt List requires and ensure the hunt list follows the correct route by moving the ring group up or down to correct the sequence. 

6.3.Add a Queue if needed (The queue can be moved up or down to be in the correct 

sequence of steps.)

7. Click Apply to save the Hunt List. 



How To Make Multiple Extensions Ring At The Same Time.

1. Click on the PBX Manager menu item.

2. Click on the Hunt Lists sub-menu item.

3. Click on the Add Hunt List button top right or Edit an existing Hunt List.

4. Give the Hunt List a name and a description (If it is a new Hunt List)

5. Create a ring group or go to the existing ring group. 

6. Click on Add on the Extensions to ring.

7. Select the extension and click Add. This will add the extension directly next to the first one.

8. Repeat step 6 to add more extensions. Once all your extensions are added, click on Apply.



Conference Rooms

How to Set up a Conference Room.

1. Click on the PBX Manager menu item.

2. Click on the Conference Rooms sub-menu item.

3. Click on the Add Permanent Conference button

4. Add the Description and a pin if needed and enable any of the options required. 

5. Click on Apply to save changes and create the virtual conference room.



How to join a conference room? 

Method 1:Using the *63 feature code.
  1. Use any phone and dial *63, then follow the voice prompts. 

  2. Enter the room number created when asked for it. 


Method 2:Pointing a DID (number) to the conference.
  1. Route a number that is on the PBX to point to the *63 or custom feature code which is linked to the conference.

  • Pointing the number to *63 – The caller would be asked to specify the conference room number.

  • Pointing to the custom feature code linked to the conference room (i.e. 600) – The call will be routed directly into the conference room.


Method 3:Using an IVR to go to the conference.
  • Point the IVR to the conference room.

Dial the feature code directly from the IVR menu.


Method 4:Transferring callers to the conference.
  • Transfer a caller into the conference the same way as transferring a regular extension.


Scoring

Create

How to Create a Scorecard for a Telephonic Survey. 

Note: A user needs access to a manager account in order to complete the below steps. 

1. Click on the Scoring menu item.

2. Click on the Create sub-menu item.

3. Click on +Create New Scorecard.

4. Give the Scorecard a name, a description and ensure you choose Telephonic Survey Type. 

5. Click Apply to save the Scorecard. 

6. Select the newly created scorecard from the list. 

7. Click on the  +Add Section button to create different question categories or groups. For example, Personal Information.

8. Give the category a name and click Apply to save it.

 

9. Add a recording that will play as an introduction to the survey. This, and all other recordings need to be added to the TMs beforehand in the Voice recording section of the PBX manager. How Do I Save a Voice Recording to the TMS

10. Click the + icon on the section bar to add questions to the section.

 

a. Add a recoded question. (Each question will have a voice recording.)

b. Type the question. (This is to ensure that the recording matches what is expected. )

c. Add the different keypad options. Each option could have a score as well. 

Note: When selecting Add Not Applicable answer, the score will be affected when the reviewer chooses this option. 

d. Select Apply to save the question

11. Once all sections and questions have been created, a closing statement can be added. This will also be a recording with a visual representation of it. 

12. Click Preview to see how the scorecard would look.

13. Once satisfied, click Apply to save the scorecard. 


How to Activate/Use a Telephonic Survey Scorecard? 

    Once created, a feature code will be created for the Survey.

 When an agent has completed the call with a client, they will request the client to fill in the survey. When the client agrees, the agent will press the feature code, sending the caller to the survey.

 


How to Create a Scorecard for Quality Assurance 


1. Go to the TMS URL:  https://tms.euphoria.co.za/ 

2. Choose the desired account. (A user needs access to a manager account in order to complete the below steps)

3. Click on the Scoring menu item.

4. Click on the Create sub-menu item.

5. Click on Create New Scorecard.

6. Give the Scorecard a name, a description and ensure you are on the Quality Assurance Type. 

7. Click Apply to save the Scorecard. 

8. Select the newly created scorecard from the list. 

9. Click on the  +Add Section button to create different question categories or groups. For example, Personal Information.

10. Give the category a name and click Apply to save it.

 

11. Click the + icon on the section bar to add questions to the section.

 

A. Type the question. 

B. Add the different options. Each option could have a score as well. 

Note: When selecting Add Not Applicatble answer, the score will be affected when the reviewer chooses this option. 

D. Select Apply to save the question.

12. Once all sections and questions have been created, a closing statement can be added. 

13. Click Preview to see how the scorecard would look.

14. Once satisfied, click Apply to save the scorecard.

How to Assign a Recording/Assignment to a Quality Assurance Scorecard.

4 Methods

Method  1:  Individual Recording/Assignment to an Individual Reviewer.

1. Click on the Scoring menu item.

2. Click on the Assign sub-menu item.

3. Select the desired scorecard. 

4. Search for the correct reviewer in the Available Reviewers column.

 

5. Drag the reviewer's names from the Available Reviewercolumn to the Assigned Reviewers column. 

6. Select the paperclip icon next to the reviewer to assign a recording.


7. Click on Options to open the filter options to find the recording faster.


8. Select filter options to find the correct recordings and click Display.

 

9. Select the correct recording from the list and click Apply

Note: The assignment will be attached to the reviewer. 

10. Click Apply to save the assignment. 

Note: The Reviewer will now see the assignment in their pending section on their own TMS account. 


Method 2 Individual Recordings/Assignments to Individual Reviewers

Note: This is done when an assigner wants to use the same scorecard for individual assignments, for individual reviewers.

Follow Steps 1 - 4 from above. 

4.1. Drag and drop multiple reviewers to the Assigned Reviewer column. 

5. Select the paperclip next to the reviewer to add a recording to them. 

6. Select the correct recording from the list and click Apply.

Note: The assignment will be attached to the reviewer. 

7. Click Apply to save the assignments to the reviewers. 



Method  3: Add Multiple Recordings/Assignments to an Individual Reviewer. 

1. Click on the Scoring menu item.

2. Click on the Bulk Assign sub-menu item.

3. Fill in the filters to find the correct group of recordings and click Display to show them. 

4. Tick the recordings that need to be added to reviewers and click the Assign button.

5. Select the scorecard. 

6. Select a group under the Available Groups list. 

7. Select the individual reviewer and click Apply



 Method 4: Multiple Recordings/Assignments to Multiple Reviewers. 

1. Click on the Scoring menu item.

2. Click on the Bulk Assign sub-menu item.

3. Fill in the filters to find the correct group of recordings and click Display to show them. 

4. Tick the recordings that need to be added to reviewers and click the Assign button.

5. Select the scorecard. 

6. Select a group under the Available Groups list. 

7. Assign recordings:

a.Assign all the recordings to all the reviewers.  (This means that all reviewers will have to do assignments for all the recordings.)

b. Assign recordings as First come first served, meaning once an assignment has been taken by a reviewer, it will be removed from the available assignments.

8. Click Apply to save the reviewers. 


How to create Reviewer Groups for Scorecards. 

1. Go to the TMS URL:  https://tms.euphoria.co.za/ 

2. Choose the desired account. ((A user needs access to a manager account to complete the steps below.) 

3. Click on the Scoring menu item.

4. Click on the Reviewer Groups sub-menu item.

5. Select + Create New Group.

6. Give the group a name, and click Apply to save it. 

7. Select the newly created group from the list.

8. Drag and drop reviewers from the Available Reviewers column to the Assigned Reviewers column.

9. Click Apply to save the group’s reviewers. 


Pending

Where to find Scorecards that are Pending Reviews?

This will be for individual reviewers.

1. Click on the Scoring menu item.

2. Click on the Pending sub-menu item.

All pending assignments for the reviewer will be listed here.   

3. Click on the Start button next to the assignment to start the review.

4 .Listen to the recording and complete all the questions in the questionnaire. 

Note: All answers will be stored automatically; thus, a user can stop and resume a review at a later stage.


Assignments

How to view outstanding assignments 

From a Manager''s/Reporters point of view.

1. Click on the Scoring menu item.

2. Click on the Assignments sub-menu item.

3. Use the filters to find assignments and click Display. 

Results

How to find Scorecard/Reviewer/Agent Reports. In the Scoring Menu Item

1. Click on the Scoring menu item.

2. Click on the Reports sub-menu item.

3. Select Options to open the report filter options. 

4. Select the Scorecard/Reviewer/Agent button to filter for the correct report type. 

5. Click Display and/or Export if needed.  

6. Click on a result to view the individual information within the report. 

Extension Manager

Extensions

How to Create an Extension in the TMS for Pre-Paid Users.

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Click on Create Extension

4. To create a new Extension, choose a type from the drop-down.

5. Give the new extension a name and a number. (We suggest that this should follow the last created extension.)

6. Click on the Add Extension button to save it.

    PRE-PAID: On a prepaid account, Pay for the extension to activate it. 

1. Click on the Billing & Accounts menu item.

2. Click on the Orders sub-menu item.

3. Pay the Pro Rata invoice. 

POST PAID: A notification will open to inform you that the extension will be added to your next billing run.


Can an Extension Number be Chosen?

The manager can choose the extension number with the creation of extensions in 2 ways. 


1.  Letting accounts know that they want new extensions created and giving the extension numbers.

2. Creation of a new extension in the TMS and adding the number.

Note: New extension creation is charged and is either paid with the billing cycle on a post-paid account or to be paid before activated on a pre-paid account. 



Details Tab

Enabling the API on an Extension.

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click on the Details tab at the top. 

5. Scroll down to the Integration section.

6. Enable the API Integrationtick box.

7. Click Apply to save the changes. 


How to Provision a Device to an Extension.

1. Ensure the correct template is created as per How to Create a Provisioning Template.

2. Click on the Extension Manager menu item.

3. Click on the Extensions sub-menu item.

4. Select the desired extension.

5. On the Details tab, scroll down to Provision Settings: 

5.1. Fill in the MAC address. To find the phone’s MAC address, look on the back of the device, 

on the device’s box or on the status page of the device’s web interface. 

5.2. To use a static IP, fill in the desired IP address. 

6. Click Apply to save the changes.

7. Plug the phone in, and it will auto-provision.



How to Set Up/Remove Pin Dialing.

1. Click on the Extension Manager Menu Item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click on the Details tab at the top.

5. Scroll down to the Pin to Dial box and add a pin or remove the pin.  

6. Click on Apply to save the changes. 




How to get SIP Credential.

1. Click on the Extension Manager Menu Item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click on the Details tab at the top.

5. Click on the Sip Passwords Send Password button.

6. Click on the Send Auth Key (Send Authorisation Key) button to view the SIP Password. (This will be sent to the email address in the Administrator Email line.

7. Paste the Authorization Key in the Auth Key  (Authorization Key) field and click Show Password.



On enabled features, what does the standard 182 mean?

This indicates the retention period available on the extension.



Voicemail Tab

How do I Access my Voicemail?

Desk or SoftPhone: 

1. Dial *85 on your phone. 

2. When prompted for the password, please enter your extension number and the # key.



On Email: 

1. Ensure that voicemail to email is enabled: 

a. Go to the TMS URL: https://tms.euphoria.co.za/ 

b. Choose the desired account. (A user needs access to the menu Item in order to complete the below 

steps) 

c. Click on the Extension Manager menu item.

d. Click on the Extensions sub-menu item.

e. Select the extension if more than one is available. 

f. Click on the Voicemail tab. 

g. Ensure Voicemail is enabled.

h. Click on the tick box next to Voicemail to email.

i.  Add the correct email address and decide if voicemails need to be deleted after delivery, as 

a mailbox can keep 100 voicemails on default. 

j. Click Apply to save the changes. 



What is my Voicemail Password?

Your voicemail password is, by default, the same as your extension number. Your PBX administrator 

can change this.



How do I change my Voicemail-to-Email Address?

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click on the Voicemail tab at the top.

5. Change the Email Address. 

6. Click Apply to save the changes.



How to Deactivate Voicemail on my Extension.

1. Click on the Extension Manager menu item.

 

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click on the Voicemail tab at the top.

5. Change the mailbox button from enabled to disabled.

6. Click Apply to save the changes.



Options Tab

How to Set Up the forwarding Feature for Extensions./Cellphones 

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click on the Options tab at the top.

    

5. Ensure the call forwarding option you need is enabled.

6. Click Apply to save the forward.




How to Remove Forwarding Rules on an Extension.

1. Go to the TMS URL: https://tms.euphoria.co.za/ 

2. Click on the Extension Manager menu item.

3. Click on the Extensions sub-menu item.

4. Select the desired extension.

5. Click on the Options tab at the top.

6. Untick all call forwarding options and remove the number to call forward to.

             7. Click Apply to save the changes.

             



How to Set Up an Extension for Cellular Features. (Forwarding)

1. Go to the TMS URL:https://tms.euphoria.co.za/ 

2. Choose the desired account. (A user needs access to the menu Item in order to complete the below steps) 

3. Click on the Extension Manager menu item.

4. Click on the Extensions sub-menu item.

5. Select the correct extension.

6. Click on the Options tab at the top.

7. Under Call forwarding, tick the Find Me/Follow Me checkbox.

8. Tick the Call Forwarding on Busy checkbox.

9. Add the number you wish to forward the call to (the employee's mobile number).

10. Enable parameters that will allow Find Me/Follow Me to function in the way you want it to. 

For information on what the items mean, click here: Extensions Feature Article.

11. Click Apply to save the forwarding options.

Why can an Extension Make a Call but Not Receive a Call?
  • Do Not Disturb (DND) could be active on the handset. Disable DND.



  • A Forward could be active on the handset. Disable all Call Forwards.



Why and How to set up the Callback feature (On PBX).

Creating this will allow the cost of the call to be on by the Euphoria PBX rather than the users’ cell phone airtime.

  • Send in a request to support@euphoria.co.za to set up a feature code for Call Back.

  • Provide Euphoria with the code you would like to use. (This cannot be in the same range as your extensions)

  • Confirm the number you want this facility to be set on. Keeping in mind that this number would be dedicated to the callback feature.

Euphoria will use an extension that is not on the PBX to create the callback. This option does not allow for recordings and will use the PBX’s default caller ID. 

Example of use: When clients want to call a company, the call will initiate and end the call promptly to save the client monies. The system will call the client back.



How to Set Up an Extension for Cellular Features.

1. Go to the TMS URL: https://tms.euphoria.co.za/ 

2. Choose the correct account.

3. Click on the Extension Manager menu item.

4. Click on the Extensions sub-menu item.

5. Select the correct extension.

6. Click on the Options tab at the top.

7. Under Call forwarding, tick the Find Me/Follow Me checkbox.

8. Tick the Call Forwarding on Busy checkbox.

9. Add the number you wish to forward the call to (the employee's mobile number).

10. Enable parameters that will allow find me/follow me to function in the way you want it to. 

For information on what the items mean, click here: Extensions Feature Article

11. Click Apply to save the forwarding options.



Registration Tab

Why am I online, but it shows as offline?

This will happen when you are using an additional registration and not your primary registration. It 

will show as offline, as that is the status of your Primary Registration. 




How to View the Online Status of an Additional Registration.

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click on the Registration tab at the top to see what additional registrations the user has. 



Where can I find the Details Needed to Register an Extension?

 1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click the button that says Send Password. 

5. A dialogue box will appear with all the required details. Add the SIP Credentials  (The  SIP Username can be found next to the 'Full Name' field, which should be displayed as the following naming scheme 100-TestAcc.)

6. Retrieve the PBX server:

6.1. Click on the PMX Manager.


6.2. Click on the PBX Settings sub-menu item.

6.3. View the SIP Server, which will be displayed next to Hostname.

7. Click on Send Authorisation Key button. An email will be sent to you with the authorisation key. 

8. Add the Authorisation key into TMS.

9. Click on Show Password



How to Add an Additional Registration for an Extension.

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the correct extension.

4. Click on the Registration tab at the top.

5. Click on the Add Registration button.

6. Fill in the details.

7. Click Apply to save the registration. 

8. Tick the Ring Inbound option, which will allow your extension and registration to ring.

Note: You may only have up to 2 registrations, and it is recommended to use the following naming scheme RickCell or RickDeskPhone. This consists of the person's name and the device being used.



Agents Tab

How to Enable an Extension as an Agent. 

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click on the Agent tab at the top.

5. Click on the Enable Agent Configurations button. This will open the agent configurations. 

6. Fill in, enable and tick all the features that are needed for the agent. 

7. Click Apply to save the configuration.



How to Disable the Transfer Feature for Agents. 

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Click on the Agent tab at the top.

5. Untick the box next to Allow Call Transfer.

6. Click Apply to save the configuration.



Groups

How to Create an Extension Group.

1. Click on the Extension Manager menu item.

2. Click on the Groups sub-menu item.

3. Click on the Add Group button. 

 4. Give the group a name. 

5. Click Ok to save the group name. 



How to Add Extensions to a Group.

1. Click on the Extension Manager menu item.

2. Click on the Groups sub-menu item.

3. Click on the Assignment icon.

4. Drag the required extension from the Extensions Available column to the Extensions Assigned column. 




Provisioning

How to Create a Provisioning Template. 

1. Click on the Extension Manager menu item.

2. Click on the Provisioning sub-menu item.

3. Click on the Add Phone Template button.

 

4. Create a Template Name and Group/ Department.

5. Choose the phone model. 

6. Click Apply to save the template. 



Call Detail Recordings

Do CDRs Include Recordings from Previous TMS Versions?



How to search for CDRs (Call Detail Records)

1. Click on the Extension Manager menu item.

2. Click on the Call Detail Records sub-menu item.

3. Add the filter options and click on Display.



Call Recordings

Which Calls are Recorded?

1. Euphoria charges for Call Recording on a per-extension level. Any call received by an extension or 

made by an extension with Call Recording active will record that call. 

2. External calls are recorded when:  

2.1. Call is sent to a Huntlist and IVR option indicating an extension user that has call recordings enabled. 

HUNTLIST

 

IVR



How to Search, Listen and Download a Call Recording.

1. Click on the Extension Manager menu item.

2. Click on the Call Recordings sub-menu item.

3. Add the filter options and click on Display.

Note: When searching for a number, do not use the leading 0, as the standard for a Caller ID is the full.International number, i.e. +27821233459 and NOT 0821233459.

4. Play the recording by clicking the Play icon next to the recording.

 

5. Download the recording by clicking on the Cloud icon next to the recording.




Call Backs

Can Callbacks be Created for Groups? 


Callbacks are per extension user.



How to Create/Use Call Backs.

Option 1: In Callbacks 

1. Click on the Extension Manager menu item.


2. Click on the Callbacks sub-menu item.

3. Click on the + Add Callback button. 

4. Fill in the required information. 

Note: Callbacks initiate with a hangup event. For example, if a callback is scheduled for 130, the callback will only initiate once the agent ends another call after 130.

5. Click Apply to save the callback.  



Option 2: In Realtime Monitor

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Current Calls sub-menu item.

Note: All current live actions will show in the chosen sub-menu item, as not all managers have access to all features and extensions. 

3. Click on one of the calls to open additional options.

4. Select a user the extension user needs to call and push the Call Me Back button. 



Option 3: Realtime Current Calls

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Extensions sub-menu item.

Note: All current live actions will show in the chosen sub-menu item, as not all managers have access to all features and extensions. 

3. Select one of the In Use extensions to view a pop-up with details. 

4. Select a user the extension user needs to call and push the Call Me Back button. 



Contact Manager

Contacts

How to Set Up the Remote Directory Feature.

1. Locate the provisioning URL:

1.1. Log on to the Euphoria TMS.

1.2. Click on the Contact Manager menu item.

1.3. Click on the Contacts sub-menu item.

1.4. Click on the Provisioning Key button.

Provision Key URL, e.g.https://yealink.euphoria.co.za/xxxxxxxx/Contactxxxxxxml

1.5. Copy the Provision Key URL.


2. Paste the copied URL in the Remote Directory field:

2.1. Log on to the desk phone(Yealink device)  by inserting the IP address in a web browser.

Note: To log on to the device, the user will need the IP address (refer to the devices 

configuration manual)


2.2. Click on the Directory tab seen below.


2.3. Click on the Remote Phone Book menu.

2.4. Paste the Provision Key URL copied from the TMS.

3. View the remote directory on the Yealink device:

3.1. Select Menu.

3.2. Select Directory from the list of options.

3.3. Select Remote Phone Book.

3.4. Select the Update option.



Campaign Manager

How to Create a Campaign.

1. Click on the Campaign Manager menu item.

2. Click on the Campaigns sub-menu item.

3. Click on Add Campaign.

4. Add all necessary information to create the campaign parameters: 

4.1. Give the campaign a name.

4.2. Choose a dialer type; remember to review the Campaign Features doc when choosing a dialer type. 

4.3. Create a script if you want users to read an exact worded document to clients. 

4.4. Add custom fields if the information you want to pull from the contact list does not appear from the created parameters. 

4.5. Adjust the general campaign parameters. Parameters differ depending on the dialer that has been chosen. 

4.6. Add Dispositions Tags to the campaign. 


4.7. Adjust the Agent Permissions. 

4.8. Add a Target to the campaign if needed. 

4.9. Click Submit to save changes made.

5. Once submitted, add agents o the campaign: 

5.1. Click on Manage for the created campaign. 

5.2. Click on Edit to add agents to the default campaign. 


5.3. Add agents to the course by enabling the tick box next to their name and click on Apply.

6. Create and add a contact list to the campaign: 

6.1.  Click on Add List in the campaign. 

6.2. Create an Excel spreadsheet with all the contact details that the user will need in the parameters. 

6.3. Add the spreadsheet to the TMS with the following:

  • A name. 

  • A new target if needed 

  • A new script if needed. 



How to Adjust Dispositions for a Campaign.

Note: Each Campaign will have its own dispositions. 

1. Click on the Campaign Manager menu item.

2. Click on the Campaigns sub-menu item.

3. Click on Add Campaign or Manage on an existing campaign.

4. On a new campaign, scroll Down and Add the dispositions needed in the four categories: 

4.1. On an existing campaign, click on Edit Campaign, then Scroll Down and Add the dispositions needed in the four categories. 

5. Click Submit to save the changes made. 



How would I feed lead information into campaign lists? 

Users would set up a dialer Trickle feed API. Note trickle feed can be used to feed information based on any specific preference that has been set up for the list in the campaign. Refer to the API Document.

 

How to Add a Webhook to a Campaign.

1. Go to the TMS URL: https://tms.euphoria.co.za/ 

2. Choose the desired account. (A user needs access to the menu Item in order to complete the below steps)  

3. Click on the Campaign Manager menu item.

4. Click on the Campaigns sub-menu item.

5. Click on Manage on an existing campaign.

6. Select the Webhooks tab.

7. Click the Add Webhook button. (Ensure the webhook is created in the API And Integration Centre.).How to Create a Webhook

8. Choose the desired Webhook, When it should open, and its behaviour.  

9. Click Apply to save the changes. 



How to Manage a Campaign.

1. Click on the Campaign Manager menu item.

2. Click on the Campaigns sub-menu item.

3. Click on Manage on an existing campaign.

4. From here, add agents and lists to the campaign. Add webhooks to the account and edit the campaign details. 




How to Create a Script for the Campaign. 

1. Click on the Campaign Manager menu item.

2. Click on the Campaigns sub-menu item.

3. Click on Add Campaign or Manage on an existing campaign.

4. Create a script if you want users to read an exact worded document to clients: 

4.1. Add custom fields if the information you want to pull from the contact list does not appear from the created parameters. 



Where to Adjust/Customize a Script

1. Click on the Campaign Manager menu item.

2. Click on the Campaigns sub-menu item.

3. Click on Manage on an existing campaign.


4. Select the Edit Campaign button. 

5. In the Script section, change the campaign script. 



How to Add Agents to the Campaign. 

1. Click on the Campaign Manager menu item.

2. Click on the Campaigns sub-menu item.

3. Click on Manage on an existing campaign.

4. Click on Edit to add agents to the default campaign. 


5. Add agents to the course by enabling the tick box next to their names.

6. Click on Apply.



If Agents are Added to a Campaign, are the Same Agents Added to a List on Creation?

Unless agents are added to a list specifically, the campaign agents will be dialled.  



How to Assign a List to a Campaign. 

1. Click on the Campaign Manager menu item.

2. Click on the Campaigns sub-menu item.

3. Click on Manage on an existing campaign.

4. Scroll down to lists and click on Add List.

5. Create an Excel spreadsheet with all the contact details that the user will need in the parameters. 

5.1. Add the spreadsheet to the TMS with the following:

  • A name. 

  • A new target, if needed 

  • A new script, if needed. 



Call History

How to View an Outbound Cost Analysis Report.

1. Click on the Call History menu item.

2. Click on the Outbound Cost Analysis sub-menu item.

3. Add the date range and click on Display.

4. Select the line items to change the pie charts.

 5. Review the Extension Group Costs and select a group to delve into more information: 

5.1. When selecting a group, a pop-up will show where any other available reports can be found on the group. Select the option available to view the information.

6. Review the Extension Analysis and select a user to delve into more information: 

6.1. When selecting an extension, a pop-up will show where any other available reports can be found for the user. Select the option available to view the information.



How to View an Outbound Call History Report.

1. Click on the Call History menu item.

2. Click on the Outbound Call History sub-menu item.

3. Add the filter options and click on export if needed. 

 4. Click Display to view the requested information. 

5. When reviewing the information, a pop-up will show where any other available reports can be found on the user. Select the option available to view the information.



How to View an Incoming Call Analysis Report.

1. Click on the Call History menu item.

2. Click on the Incoming Call Analysis sub-menu item.

3. Add the date range and click on Display.

4. The graph will show how many calls were made per day. 

5. The Days of the week breakdown shows what days the most calls were made in the date range that was chosen. 

6. The Hours of the day breakdown shows what time the most calls came in within the date range that was chosen. 

7. The Frequent Incoming Callers breakdown shows the numbers that call the company the most within the date range that was chosen.

8. The Inbound DID Report breakdown shows the most called DIDs and their Destination. A pop-up will show where any other available reports can be found on the DID. Select the option available to view the information.



How to view an Incoming Call History Report.

1. Click on the Call History menu item.

2. Click on the Incoming Call History sub-menu item.

3. Add the date range options and click on Display




Analytics


Can Analytics be adjusted to correct errors on Dispositioning? 

We can not prove data integrity when data can be adjusted or changed once logged.



Agent Analytics

How to View ALL Agent Analytics.

1. Click on the Analytics menu item.

2. Click on the Agent Analytics sub-menu item.

3. Add the filters needed to find the correct agent. (When a particular day is chosen, a specific time can be added as well.)


 

How to View Individual Agents Analytics.

1. Click on the Analytics menu item.

2. Click on the Agent Analytics sub-menu item.

3. Add the filters needed to find the correct agent. (When a particular day is chosen, a specific time can be added as well.)

4. Click on the user to view their details. Users' information differs depending on if they are High Productivity Users or Participants. 

High Productivity Users(Agent)

Participant

Access to Agent Workspace

No access

Login/Logoff Functionality which drives Time and Attendance reporting

No Login/Logoff

Time & Attendance Reporting

None

Can be part of a queue

Can be part of a queue

Pause functionality is global

Can pause in individual queues

Full pause reporting, including summaries

Only individual pause details are available

Differentiation between productive and unproductive pauses

No differentiation available

Cannot make or receive calls if not logged in or paused

Can still make and receive calls whilst paused

Dispositions

No ability to disposition calls

Disposition and Outcome reporting

No Disposition reporting is available

5. In a user's report, there are multiple clickable options. 

6. Secondary pages will show more details based on the information that was selected. 

 


Queue Analytics

How to View ALL Queue Analytics.

1. Click on the Analytics menu item.

2. Click on the Queue Analytics sub-menu item.

3. Add the Date RangeQueue Type and/or Filter by Queue and click on Display and export if needed. (When a particular day is chosen, a specific time can be added as well.)



How to View Individual Queue Analytics.

1. Click on the Analytics menu item.

2. Click on the Queue Analytics sub-menu item.

3. Add the Date Range, Queue Type and/or Filter by Queue and click on Display. (When a particular day is chosen, a specific time can be added as well.)

4. Click on the queue you want to view. 

5. The page details will differ depending on if it is an inbound or outbound queue. 

Inbound

Outbound

Call Entry Positions

Outbound Abandonments

Queue Abandonments

Short Abandonments

Call Status

Disposition Summary

Ring Attempts

Service Level - Abandon Times

Service Level - Answer Times

Call Activity by Agent

Disposition Summary


Call Activity by Agent


6. Click on any of the dates or numbers that highlight blue when you hover over them to get an analysis of that

   specific Queue call log. 

 Or

7. Click on the Open Queue Logs button.

8. Change the search options on the Queue Call Logs page to see information on a specified date, queue, disposition or extension. (When a particular day is chosen, a specific time can be added as well.)

9. Click the Play icon next to any of the calls to listen to the recording. 

10. Click the “+”  in front of a call to open the call path. 



How to use Queue Analytics to trace Inbound/Outbound calls

1. Click on the Analytics menu.

2. Click on the Queue Analytics Sub-menu.

3. Select the queue that the call was received from or made to.

4. Select the number under Total Calls. 

OR

5. Select the Queue Call Logs

6. From here, search for the call to view via the Search field.

Where do I find Outbound Queue Abandoned Statistics?

1. Click on the Analytics menu.

2. Click on the Queue Analytics Sub-menu.

3. Select the correct Outbound queue.

3.1. Filters can be used to search for the queue if there are too many in the overview. Select the Options button to open filters. 

4. The Queue Abandonments can be seen in the queue report. 

5. Any numerical amount that highlights blue can be selected to delve further into the information. 

6. From the Queue Call Logs page the abandon report can be adjusted to investigate a different Date Range, Queue or specific Extension



Where do I find Inbound Queue Abandoned Statistics?

1. Click on the Analytics menu.

2. Click on the Queue Analytics Sub-menu.

3. Select the correct Inbound queue.

 3.1. Filters can be used to search for the queue if there are too many in the overview. Select the Options button to open filters. 

4. The Queue Abandonments can be seen in the queue report. 

5. Any numerical amount that highlights blue can be selected to delve further into the information. 

6. From the Queue Call Logs page the abandon report can be adjusted to investigate a different Date Range, Queue or specific Extension. 

Inbound Analytics

How to View Inbound Analytics.

1. Click on the Analytics menu item.

2. Click on the Inbound Analytics sub-menu item.

3. Add the Date Range and click Display. (When a particular day is chosen, a specific time can be added as well.)

4. When Selecting a Route, Huntlist, IVR or Queue Name, you will be redirected to the Inound Analytics Page.

 OR

5. Click on the Open Call Logs button.

6. Change the search options on the Inbound Call Logs page to see information on a specified date and the Filter by option.

7. Click the Play icon next to any of the calls to listen to the recording. 

8. Click the “+” in front of a call to open the call path. 



Automated Reporting

How to create an Automated Report? 

Note: Automated Reporting can only be done on a manager's account.

1. Click on the Analytics menu item.

2. Click on the Automated Reporting sub-menu item.

3. Click on the Add Report button. 

4. Choose a Category.

5. Select a Report Type

6. Give the file a name. 

7. Select how often the report should be sent. 

8. Click on the Advance Settings button. This will change depending on the Frequency chosen. 

9. Enable Allow null or blank reports to send a report even when there is no data to be seen. 

10. Select Test Send to ensure the report works correctly. 

 

11. Click Apply to save the report.



What are the SFTP Details?

SFTP is used to load or download files between a local and remote computer. The remote computer can be found in another building, city or country.  SFTP file transfers can be performed between a client (controlled by a user) and a server.


They can also be carried out between two servers, known as file transfer from a server to a server.

 

How to Add SFTP Details for Automated Reports.

Note: Automated Reporting can only be done on a manager's account.

1. Click on the Analytics menu item.

2. Click on the Automated Reporting sub-menu item.

3. Click on the +SFTP Details button. 

4. Fill in all the requirements to create the SFTP path. 

5. Click Apply to save the report.



Realtime Monitor

How to View Realtime Current Calls. 

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Current Calls sub-menu item.

3. View all calls that are currently happening in the company.

 



How to Use Whisper/Spy/Barge in Current Calls.

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Current Calls sub-menu item.

3. Click on one of the calls to open additional options.

4. Select Barge In to speak to the extension user and the client. 

5.  Select Wisper to speak to the extension user but not the client. 

6.  Select Spy to listen to the extension user and the client without them knowing you are listening. 




How to View Realtime Extensions. 

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Extensions sub-menu item.

3. View all activities currently happening in the company per group.

4. Select one of the idle extensions to view a pop-up with details. 





How to Use Whisper/Spy/Barge in Realtime Extensions 

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Extensions sub-menu item.

3. Select one of the In Use extensions to view a pop-up with details. 

3.1.. Select Barge In to speak to the extension user and the client. 

3.2. Select Wisper to speak to the extension user but not the client. 

3.3. Select Spy to listen to the extension user and the client without them knowing you are listening. 



How to View Realtime Queues. 

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Queues sub-menu item.

3. Select one of the available queues. 

4. Select Enter Queue History to view the graph.

5. Select the Abandon Queue History to view the graph.

6. The Queue Parameters show the queue details, agents and calls that have been completed and abandoned. 

7. All extension users in the queue will show in their Idle, Paused or In Use state. 

8. Extension users can be added by clicking on the Add Member button. 



How to see all the Campaigns I Manage in Realtime. 

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Campaigns sub-menu item.

3. All the campaigns that have been assigned to the manager will show in the overview. 



How do I view a contact list's Analytics in Realtime? 

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Campaigns sub-menu item.

3. All the campaigns that have been assigned to the manager will show in the overview. 

    4. Select the campaign with the contact list you wish to inspect. 

5. Scroll down in the report to the contact lists. 

6. Select the contact list by its name to read the information. 

OR 

7.  Select one of the disposition options that highlight in blue to read the disposition report. 



How to View Realtime Dialer Status. 

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Dialer Status sub-menu item.

4. All current live campaigns' dialer statuses are available in the Search Options box.  

5. Click Display to view the dial Status of the Campaign. 

How to View Agents in Realtime. 

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Agents sub-menu item.

3. All agents in their respective statuses will show on this page.  

4.  Search for a specific agent by typing their name or extension number in the search box and click Display.



How to put an Agent from a Campaign on hold from the Realtime page?

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Agents sub-menu item.

3. All agents in their respective statuses will show on this page. 

4. Click on the extension users' Status icon to open a pop-up. 

5.  Click on Campaign Hold.


How to log an Agent Off from the Realtime page?

1. Click on the Realtime Monitor menu item.

2. Click on the Realtime Agents sub-menu item.

3. All agents in their respective statuses will show on this page. 

4. Click on the extension users' Status icon to open a pop-up. 

5.  Click on Force Log Off.


Dialing Restrictions

  Country Lists

How to Enable International Dialling on your PBX

Option 1: In Bulk

1. Click on the Dialing Restrictions menu item.

2. Click on the Country Lists sub-menu item.

3. Open the desired list Or Add Country List

4. Choose the Zone.

5. Enable a destination by clicking the checkbox to its left. 

6. Click Apply to save the changes. 


Option 2: Individually

1. Click on the Extension Manager menu item.

2. Click on Extensions.

3. Select the desired extension.

4. Choose the Details tab. 

5. Scroll down to Outbound Dialling Restrictions

6. Tick the international destinations box. 

7. Select Apply to save the changes.


Allow Lists

How to Create an Allow List. 

1. Click on the Dialing Restrictions menu item.

2. Click on the Allow Lists sub-menu item.

3. Click on Add Allow List.

4.  Add an Allow List name. 

5. Select the list you have created and click on the down arrow next to the Numbers tab.

 

6. Click on Add Number

7.  Add the number that needs to be allowed. 

8. Click OK to save the number.



How to Edit/Delete an Allow Lists Numbers.

1. Click on the Dialing Restrictions menu item.

2. Click on the Allow Lists sub-menu item.

3. Select the desired list. 

4. Click the Edit or Delete button next to the number you wish to edit or delete.



How to Delete an Allow List.

1. Click on the Dialing Restrictions menu item.

2. Click on the Allow Lists sub-menu item.

3. Select the desired list. 

4. Click on the Dustbin icon next to the list name. A confirmation will pop-up. 

5. Select OK to delete the item. 

How to add an extension to an Allow List.

There are two ways to add extensions to Allow Lists. 

Method 1

1. Click on the Dialing Restrictions menu item.

2. Click on the Allow Lists sub-menu item.

3. Choose an Allow List.

4. Select the the Assignments tab. 

5. Drag and drop extensions from the Available Members column to the Assigned Members column.  

6. Click Apply to save the changes.


Method 2

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Scroll down to Outbound Dialling Restrictions. 

5. Choose the Allow list the extension should be added to. 

6. Click on Apply to save the changes. 



Block Lists

How to Create a Block List. 

1. Click on the Dialing Restrictions menu item.

2. Click on the Block Lists sub-menu item.

3. Click on Add Block List.

4. Add a Block List name. 

5. Select the list you have created and click on the down arrow next to the Numbers tab.

 

6. Click on Add Number

7. Add the number that needs to be allowed. 

5. Click OK to save the number.



How to Edit/Delete a Block List. 

1. Click on the Dialing Restrictions menu item.

2. Click on the Block Lists sub-menu item.

3. Select the desired list. 

4. Click the Edit or Delete button next to the number you wish to edit or delete.

How do I Block All Cell Phone Numbers from being Called?

1. Click on the Dialing Restrictions menu item.

2. Click on the Block Lists sub-menu item.

3. Select the desired list. 

4. Click on the down arrow next to the Numbers tab.

 

5. Click on Add Number

6.  Add the number that needs to be allowed. Use the prefix followed by a * to block all numbers in that range.For example, to block all 082 numbers, you may dial 082*

7. Click OK to save.




How to add an extension to a block List.

   There are two ways to add extensions to Block Lists. 

Method 1

1. Click on the Dialing Restrictions menu item.

2. Click on the Block Lists sub-menu item.

3. Select the desired list. 

4.  Select the Assignments tab. 

5. Drag and drop extensions from the Available Members column to the Assigned Members column.  

6. Click Apply to save the changes.


Method 2

1. Click on the Extension Manager menu item.

2. Click on the Extensions sub-menu item.

3. Select the desired extension.

4. Scroll down to Outbound Dialling Restrictions

5. Choose the Block list the extension should be added to. 

6. Click on Apply to save the changes. 



API & Integration

Integration Center

How to Create an Integration Group.

  1. Go to the TMS URL: https://tms.euphoria.co.za/ 

  2. Choose the desired account. (A user needs access to the menu Item in order to complete the below steps) 

  3. Click on the API & Integration Center menu item.

  4. Click on the Integration Center sub-menu item.

  5. Click on +Add New to add an integrations Group.

  6. Give the group a name (The name could represent a company, department, branch etc., under which all webhooks fall)

  Note: Steps 7, 8 and 9 are either or options.

  1. Select one of the authentication types. There are three authentication types: 

7.1. None - this may be used if the target system does not support authentication or is using something IP authentication. 

7.2. API Key - a password. 

7.3. Open OAuth 2 - Is an open standard for access delegation, commonly used for allowing third-party applications to access resources on a user's behalf, without exposing their credentials.

7.4. Credentials - a username and password. 

8. Select an authentication level.
    8.1. Global - a single set of credentials is used for all interactions with the target system. 

    8.2. User - each user interaction with the target system will require individual credentials.  A “Member”

           link will show up next to the group to allow the configuration of each individual set of credentials. 

9. When a  Global authentication level is selected: 

9.1. Add the API Key if API is chosen.

9.2. Add the username and password if Credentials is chosen.

10. Click Save to create the group. 


How to Create a Webhook.

  1. Go to the TMS URL:  https://tms.euphoria.co.za/ 
  2. Choose the desired account. (A user needs access to the menu Item in order to complete the below steps) 
  3. Click on the API & Integration Center menu item.
  4. Click on the Integration Center sub-menu item.
  5. When more than one integration group exists, select the correct Integration group.
  6. Click on the down arrow next to the Actions tab. 
  7. Click on the Add Webhook button. 
  8. Give the webhook a name: Used to identify the webhook, it is useful to make this descriptive.
  9. Select a Webhook Type:

9.1. Browser Window:  Goes directly to the URL given by the target system, like opening a new tab) 

9.2. AJAX Get: Preferred when reading information. To show information.

9.3. AJAX Post: Used for a create function and can overlap with the Get function. 

9.4. AJAX Put: Used for updates 

9.5. AJAX Delete: Used to delete information. 

10. Select a Webhook Data Type:

10.1. URL: The location of the web service on the target system, including the page name. 

10.2. JSON: Stands for JavaScript Object Notation. Data is in name/value pairs and is separated by commas. It is often used when data is sent from a server to a web page.

10.3. XML: Stands for eXtensible Markup Language and is a software and hardware-independent tool for storing and transporting data.

11. Select the Response Type, which is how the target system wants the response to be handled.

12. Add any Parameters that will be data sent to the target system, including variable names to identify components. These variables should be detailed in the target system’s documentation. 

13. Multiple variables and their accompanying parameters can be set by selecting the “+” button to add additional lines. 

14. Click the Test and Configure button, (Often, the result may contain many fields that are not essential to the current objective; by selecting checkboxes at the head of each column, the view presented to the agent can be configured.)

15. When selecting Agent View, a manager will be able to view what the agent will see as the end result.