AnswerCARE Setup - Initial Stuff
- Make sure your container is set up with an AnswerCARE DISA Access Line. If it isn't, please send an email to support@primevox.net and we can get one set up for you.
- An AnswerCARE DISA Access Line has the following requirements:
- A North American DID number.
- Voice Destination set to an AnswerCARE DISA Access Line
- "Answering Service DISA" is set to ON in the Advanced tab
- An AnswerCARE DISA Access Line has the following requirements:
- Make sure your Container has some extra Forwarding Lines attached to it, so your customers can forward their offices into the system.
- This is not necessary if the customer is an actual PrimeVOX customer for their phone system, since they're already ported to us.
AnswerCARE Customer Setup - Typical Setup
- Go to Call Routing > Inbound and add your customer's office line(s) for spoofing. (Spoofing is only necessary if the customer's phone provider is NOT primevox).
- They do not need Destinations set.
- They do not need e911.
- They should be properly labeled for easy identification.
- They will not be ported to PrimeVOX.
- Go to Answering Service > Agencies and add your new customer as an Agency.
- Click your new customer, to access their Agency.
- Add an Account. Accounts are essentially "sites" or "locations" where greetings are stored.
- Click your new account, and add a Greeting.
- Click your new greeting, and upload/record it, set some options, etc.
- Go back to the Agency you are working with.
- Click Add Agent to add an Urgent Box.
- Feel free to add more stuff to this agency.
Additional Items of Interest
- Within an Account (a location/site/office), you can create groups of on-call agents, called Agent Groups. These groups can have schedules which determine the current agent on-call.
- Within an Account (a location/site/office), you can have more than 1 greeting and a schedule that automates when specific greetings are activated.
- There are 3 ways to manage on-call agents and greetings:
- The Administrative Portal (which presumably you're using if you're reading this).
- The UCP (User Control Panel) - The part of the Web Portal that is just for individual users.
- Dialing Into the AnswerCARE DISA Access Line, using Hidden Options.
- Any box can have "Disable Message Leaving" turned on, to simply play the greeting then hang up the call.
When do I click "APPLY CHANGES"?
It's a good idea to click APPLY CHANGES every once in a while. But, you don't need to between every change. If you do press it after every change, that's just going to waste a lot of time since you have to wait for it to reload the phone system each time. You shouldn't need to click it to record greetings and box greetings.
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