Introduction Time Frames are set periods of time that you want your phone system to follow. This could include scenarios such as business hours, after-hours, and holidays. NOTE Creating Time Frames only makes the system aware of these periods. A time frame by itself does not cause the system to perform any action during these times. The time frame m...

Introduction Call Queues can be used to route calls to specific groups of users in your domain. The queue places the caller on hold and presents the call to pre-defined groups of users. You can specify different types of call queues such as Round Robin, Ring All, Linear Hunt, Linear Cascade, or Call Park. Users that receive calls from a call queue a...

Introduction Auto Attendants (AA) act as a main menu for callers. The menu can be the first step in your company’s call flow, an after-hours solution to give options when a call comes in outside business hours, or a redirect for callers to specific call queues, users, voicemails, and a dial-by-name directory. Auto Attendants can also be used to play...

Introduction The Connect Web Phone allows users to utilize their computer as a “soft phone” to make and receive calls as if they were using a physical desk phone. The Connect Web Phone has all the features of your physical desk phone or mobile app, including: Make/Receive calls Access to your Contacts Access to your Voicemails  Chat and/or SMS/MMS C...

Introduction The Persona Connect Portal allows you to add customized hold music and messages to your call queues for your customers.This guide will walk you through adding your own music to your call queues and adding your own messages to be played while your callers are waiting for an agent to take their call. Adding Music to ALL Call Queues: If yo...

With the phone in front of you, swipe to the left to get to the next page Select Settings Scroll down to Basic Settings and select “Bluetooth” Select Edit My Device Information Enable Open Discover (This allows the device to show up on your mobile in Bluetooth settings) On your Mobile Device go into the Bluetooth settings and look for the Device Nam...

Cloud Fax Client Software The Cloud Fax client software offers a suite of tools that enhance faxing capabilities directly from user desktops. These include print drivers for easy document faxing and the Fax Spot, a dynamic notification tool that allows users to monitor their fax activity in real time. Print Drivers : The print drivers allow users to...

Introduction The Inventory section of your Portal provides the Office Manager with an organized list of your domain’s direct dial Phone Numbers, SMS numbers (if applicable), and Phone Hardware. The Inventory section is also where you can assign direct dial numbers to users, assign time frames and call routing to your business numbers, assign SMS num...

Report Layout This section provides an overview of the reports screen. Basic configurations are consistent between all types of Call Center Reports. From the portal, click on Call Center. Then click on Reports. Agent Availability in Reports An agent must manually change their status from offline to online when they begin their shift; just logging in...

Introduction The Attendant Console is a valuable tool if you regularly transfer calls within your business. This guide contains a brief overview of the Attendant Console app - a companion product when coupled with your desk phone or web phone. The Attendant Console is an application you navigate from the Portal by clicking on the Apps link (upper ri...

Introduction If you are using a desk phone with your Persona Connect environment, you have several features and functions at your disposal. While we provide several different desk phone models, basic functionality remains the same across all phones. This guide will illustrate how to answer a call, making a call, transfer a call, place a call on hold...

Who is this Guide For? All Users that log in to the Persona Connect Web Portal. Prerequisites Google Chrome Access to Chrome Settings Administrative rights may be required depending on security settings. If unable to make these changes, please contact your IT Support.   Overview This guide provides instructions for optimizing Google Chrome to ensure...

Introduction SMS/MMS allows your business to engage your clients using text messaging. You can do this in two scenarios: Enabling inbound and outbound SMS engagement by assigning the SMS function to your individual Users Creating an SMS queue that allows your clients to send a text to your business that can be answered by your call center Before the...

Persona Connect Portal User Guide Getting Started Welcome to your new unified communications account! Your account on this system will allow you to make calls, receive voicemails, chat with other users in the organization and much more. This document is designed to help teach you how to navigate to the Connect Portal, a web interface that allows you...

The steps in this article will walk you through the basic steps when creating a user on your domain. Note: This can only be done with an Office Manager scope or higher. Navigate to the following URL https://portal.personacloud.net/portal/users From Here, click on the Add User button to the left. You will now be presented with a form for user creatio...

Elevate Your Communications with the Persona Connect+ Softphone for iOS & Android. The Persona Connect+ Softphone for iOS and Android brings the powerful capabilities of the Persona Connect platform directly to your mobile device. Install our app to manage your calls, voicemails, answering rules, conversations, and every aspect of your business ...

Company-Wide Call Blocking The Company-Wide Call Blocking feature introduces the ability to block numbers company-wide (for all users), as opposed to blocking the call for a specific user. This prevents specific numbers from calling the entire organization. The Blocked Numbers button can be found on the Call History page in the Portal   Limitations ...

This article walks you through collecting the details in the mobile app that are needed to troubleshoot issues. While not all issues require this detail, you might be directed to this article if the issue becomes complex. First, You will need to navigate to the settings menu based on your phone type. Using the tabs below you can follow along with th...

Introduction The Call History section of the Portal shows any calls to and from the domain or to and from the individual user. This guide illustrates how an Office Manager can run reports, filter calls, and retrieve call recordings from all calls in the domain and how each user can filter their own call history in the Portal. Call History for an Off...

Introduction Connect Dashboard is a tool designed for Office Managers and Call Center Supervisors to keep your team up to date on real-time queue statistics displayed on a TV, monitor, or individual PC in your call center. These Boards allow you to create “cards” that display all the important information you can see in real-time. This guide will pr...

Introduction Connect Insight for Supervisors gives a call queue supervisor the ability to access Call Center for queue analytics, the ability to manage your call queues, and manage your call center agents. This guide provides an overview of your options within the Portal as a Call Center Supervisor. Connect Insight When you login to Portal as a Supe...

Code Input Description 03 Extension Transfer to VM (3 & 4 digit extension) 07 Extension Directed Call Pickup (3 & 4 digit extension) 08 Extension Intercom Auto Answer (3 & 4 digit extension) *** NONE Dynamic Call Park *17 NONE Voice Mail - Extension and Password *18 NONE Voice Mail - Extension and Password (Unregistered User) New Account...

Overview This article lists Android release notes starting from v4.0.0 and stopping right before v5.0.0. This article will be updated as release 4.0 is updated.   PCM 4.0.1 (7/18/2024) Key Issue Type Release Notes Data PCM-2267 Bug Fixed several crash cases found using Crashlytics.   PCM 4.0.0 (7/3/2024) Key Issue Type Release Notes Data PCM-1332 Im...

Introduction Delegation is a method to include multiple recipients in the handling and distributing of incoming faxes. It reduces redundancy and marks a single fax as read for a group rather than forcing every member to mark it read for themselves. Once a user has been set up for delegation, their personal cloud fax page will look slightly different...

Common Issues Below is a list of common issues that users sometimes run into while using the agent toolbar Unable to make or take callsThis could be caused by the microphone in the browser not being allowed. Here is how you can check Make sure the browser the agent is using is Google Chrome or Windows Edge. These are the two supported Browsers for t...

Introduction Conference Bridges are a great way of meeting via telephone. This guide contains all the information necessary to operate your conference audio bridges as an Office Manager. Available options include: Organizations can have more than one bridge. They can be combined with video conferences (Connect Meet) Each bridge can have a “leader” w...

Who is this Guide For? Administrators and supervisors managing agents within the Persona Engage platform. Prerequisites Access to the Persona Engage Admin Portal. Permissions to create and manage agents.   Overview As an admin, one of your primary tasks is to create and manage agents. This guide will walk you through the steps to effectively create ...

Overview This article lists iOS release notes starting from v4.0.0 and stopping right before v5.0.0. This article will be updated as release 4.0 is updated.   iOS 4.0.3 (9/10/2024) Issue Key Issue Type Release Notes Data IOS-968 Improvement Made improvements to the way the app handles incoming calls.  IOS-1401 Bug Fixed a bug where naming/renaming a...

CDR Field Definitions Name Type Descriptions batch_dura int Accumulated Duration (second) for this Batch batch_hold int Accumulated Hold Time (second) for this Batch batch_tim_ans varchar Answer Time for this Batch batch_tim_beg varchar Start Time for this Batch by_action varchar 3rd Party - Action by_callid varchar 3rd Party - SIP's Call-ID by_doma...

Clear cache and cookies Cookies, which are files created by websites that you’ve visited, and your browser’s cache, which helps pages load faster, make it easier for you to browse the web. Clearing your browser’s cache and cookies means that website settings (like usernames and passwords) will be deleted, and some sites might appear to be a little s...

General Information There are really two methods to send a fax. You can send a fax via email or from the securecloudfax.com website, It is important to note that the following requirements have been met before you can use these methods. You have received an email with your Secure Cloud Fax account information You note the email address on your accou...

Overview This document will step you through the process of Integrating the Avaya IP Office with a SIP Trunk to the Connect Platform. This will cover the following Avaya IP Office SIP Trunk Configuration Avaya IP Office Short Codes Avaya IP Office Incoming Call Routes Avaya User Requirements Connect SIP Trunk Configuration Connect Dial Translations ...

Status Description Answered Agent phone was answered Not Answered/No Answer Agent did not answer the call on webrtc ( happens only if it is set to manual answer button) , or No response from agent toolbar Interworking Unspecified This cause is shown when the agent webrtc is not acknowledging incoming sip messages (does not accept offered call) Inval...

Introduction The fax spot is part of the Web Fax Composer Installation Package, and allows you to visually see the status of your inbox in your taskbar. This installation package can be requested by contacting your system administrator or opening a ticket with Allegiant Support.  NOTE: This application is only supported on Windows 10 or above. Loggi...

t VoIP General Network Requirements The below requirements apply to all VoIP solutions and should be reviewed before proceeding with any implementation of VoIP Services.   Packet Inspection All traffic to and from these VoIP systems and clients must be allowed and unmodified.  This includes both hosting and client sites.  Many firewalls have feature...

Introduction: The Users section of the Portal for Managers gives you the ability to manage your users in one place. This guide contains the procedures to add, edit, and delete users, add ring groups, shared contacts, and block SPAM or robo call numbers. This action can only be done by an admin or “Office Manager” scope from the Portal for Managers p...

The purpose of this document is to help guide you through the different places that could cause sound issues with your Persona WebRTC Phone Number Windows Audio Settings Having no audio source in the client can result in multiple different issues.  First, we should check the machine and make sure the computer is detecting your device correctly. Lets...

Yealink VP59 & SIP-T58A & SIP-T58W Phones User Guide Table of Contents Introduction Hardware Overview Basic Phone Functions Advanced Features Troubleshooting FAQs Introduction Welcome to the user guide for Yealink VP59, SIP-T58A, and SIP-T58W phones. This guide provides an overview of your phone's basic and advanced features, helping you get...

Logging In Using the URL below will take you to the administration portal for Persona Cloud Fax. This portal is strictly for administration and will not show users fax's or allow you to send fax's.  Administration Page - https://securecloudfax.com/faxadmin When logging into the administration portal you will need your credentials as well as the name...

Configuring Sound Settings for Google Chrome This guide will help you set up and troubleshoot your input (microphone) and output (speakers) to ensure optimal performance when using the Web Phone application in Google Chrome. Configure Audio Devices on Your Computer Windows Users Open Sound Settings Right-click the speaker icon in the taskbar (bottom...

  Introduction This guide illustrates how to use SNAPbuilder to change the feature and line buttons on your desk phones. Soft Keys SNAPbuilder is only used for feature buttons (not Soft Keys). Feature/line buttons are located on the left and right side of your desk phone display screen.   Accessing SNAPbuilder in the Portal To access SNAPbuilder, lo...

Enabling Multi-Factor Authentication on your account not only provides advanced security it's also easy to do. Let's get started Log in to the Connect Portal Now Click on the Profile option in the user menu (top right of the screen). Scroll down and Click Set Up Google Authenticator. Scan the 2D barcode Enter the Passcode from your authenticator app...

Step 1: Open Google Chrome Begin by opening your Google Chrome browser. Step 2: Access Developer Tools The below commands will open the Developer Tools panel, Alternatively you can access them by right-clicking in your chrome browser and selecting “Inspect” Windows Users - Press Ctrl + Shift + I  Mac Users - Press Command + Option + I  Step 3: Go to...

Logging In Click the URL - https://engage.personacloud.net/ Select Agent Login Use your "Welcome to Persona" email invite to fill in the agent form below. The information in the email that was sent to you should have all the fields to get you signed in. If you are having login issues please contact our support team by emailing support@allegiantusa.c...

Introduction The Connect Portal provides the option to record calls that occur in your domain. These recordings can be used for your needs, such as for training purposes, quality control, etc. Call Recordings can only be turned on/off and listened to by an Office Manager.  Default Settings All call recordings are stored in the portal for 90 days by ...

Introduction Accessing your voicemail and voicemail settings can be done from several areas including your desk phone, mobile app, web phone, and Portal. This guide will walk you through how to access and manage your voicemail through your desk phone, portal, web phone, and mobile app. How to Check and Manage Your Voicemail Settings – Desk Phone To ...

When creating a new user, you might have an existing extension created that you would like to reuse. This document will walk you through resetting an account to clear all the existing data. Log in to the user portal - https://portal.personacloud.net/portal/users Select the user you wish to reset, Then click on the Advanced Tab Click on Reset User By...

This document will walk you through turning the Connect Web Client into an app on your machine. This is useful to get the Connect Web Client to act like a desktop application instead of a tab in your browser. This is part of Google Chrome, so the Web Client must be launched in Chrome. First, we must get logged into the Connect Web Client through the...

The new Shared Voicemail feature in Persona Connect enhances collaboration by providing users with access to voicemails shared across multiple inboxes. Shared Voicemail allows users to visually manage voicemails not only in their personal mailbox but also in up to 12 shared mailboxes configured for their account. With Shared Voicemail, you can: View...

This document will walk you through sharing call examples for support Login to your account on the portal - https://portal.personacloud.net   NOTE: This can only be done by the Office/Site Administrator or Above. If you don't have these permissions, you can provide the following data for them to locate it.   Date :Time :Call From (Telephone Number) ...