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Complete Console Guide   

Complete Console Guide: Understanding the Console Overview The HostedSuite operator console is used by your reception staff to quickly identify, answer, and transfer calls for clients that have their calls screened. Access Access the Console quickly through the Console button located in the top left corner. Main Console Interface The console is comprised of several sections, each serving a specific purpose and detailed below. Call Boxes Call boxes along the top of the screen display active calls and their statuses using color codes. Details of each call are also provided, including client name, call type, dialed number, and call duration. Call Color Codes: |Color|State|Description| |:---|:---|:---| |Gray|Idle|No call active. This is the default appearance of a call box that does not have a call assigned to it| |Red|Ringing|The call is currently ringing and has not yet been answered.| |Blue|Connected|This is the call you are currently active on.| |Green|Transferring|You are currently active on this call and transferring it to a third party.| |Yellow|Hold|The call is currently on hold.| Call Box Details: These details provide essential information about the call being received, facilitating efficient call handling and management. | Detail | Description | | :--- | :--- | | Client Name | The name of the company or client receiving the call. | | Incoming Outside Call | Indicates the type of call; an "Outside Call" means the call is coming from outside the company. | | Dialed Phone Number | The phone number being dialed by the caller. | | Answer Button | Quick access button to receive the call promptly. | | Call Duration | Duration of the call, starting from when the company number is dialed. | | Click to Take Notes | Allows adding a quick note about the call. | Console Toolbar: The toolbar contains buttons for all call control functionality, with buttons enabling or disabling based on the call's status and applicability. For instance, during an active call, the Hold or Transfer button will be enabled. The following table provides a list of the buttons and their associated function: Call Handling Buttons | Button | Description | |------------------------|--------------------------------------------| | Answer | Answers the first ringing call. If already on a call, it puts the current call on hold to answer the new one. | | Hold | Puts the active call on hold. | | Connect | Connects the caller with another line before the transfer. Only available when dialing a number or selecting a contact from speed dial. | | Stop Trns. | Cancels the transfer process and reconnects to the original caller. | | Hangup | Ends any active or incoming call. | | Toggle Hold | Pauses and resumes a call. Temporarily halts the conversation and resumes it when clicked again. | | Speed Dials | Click to dial a preconfigured phone number. | | Enter a number to dial | Dial a number and press Enter to call. Clicking the green icon initiates a blind transfer. | | Ext Buttons | Provides quick-access buttons for transfer, blind transfer, add to conference, etc. | | Send DTMF | Sends touch-tone signals (DTMF) during a call, often used for navigating phone menus or entering PIN codes. | | New Charge | Add a charge to the selected client's account. | | Update Alert | Add a charge to the selected client's account. (This looks like a duplicate of New Charge – confirm if it's meant to be different.) | | Lock | Locks the screen to prevent new call pop-ups. | | Work | Tracks working time on the console for billing or productivity purposes.| | Reject | Dismisses the call without answering. | | Reception Status | Displays the current status of the reception (see below for status options). | | More | Reveals additional hidden call handling buttons. | | Report Bug | Submit a bug or issue found within the console. | More Call Buttons These are hidden buttons accessible via the call button extension: | Button | Description | |------------|--------------| | Dial/Transfer | Dials or transfers a call directly from the console. | | Make calls in Behalf | Places a call using another user's caller ID. | | SMS in Behalf | Sends a text message using another user’s caller ID. | | Blind Transfer | Transfers the call directly without speaking to the recipient. | | Add to Conference | Answers the first ringing call. If already on a call, it puts the current call on hold to answer the new one. | | Send DTMF | Sends touch-tone signals (same function as primary DTMF button). | | Call History | Opens a list of previous incoming and outgoing calls. | Reception Statuses Indicates the status of the reception. | Status | Description | |------------------|-----------------------------| | Ready | The reception is available and ready to receive a call. | | Not Ready | The reception isn’t available, and calls won’t come in. | | Wrap | The reception is on standby mode and will be ready soon. | | Logged Out | The reception is logged out of the console. | | Outgoing | The reception is currently engaged in outgoing calls. | | Other | Select this option if none of the above statuses apply. | More Additional Console Functions | Function | Description | |------------------|-------------------| | Clear Screen | Clears the client screen or opened tab, resetting it to the default view. | | Test Call | Performs a test call using dummy account data. | | Test Chat | Performs a test chat using dummy account data. | | Change My Phone | Allows switching to a different phone extension. | | Record Call | Allows recording a call conversation. | | New Client | Quick access to the new client section. | | New Contact | Quick access to a new contact section. | | Disable Shared Calls | Prevents multiple users sharing a single call or call session. | | Beta Features | Access newly introduced features launched on Console. | | Flag Call | Marks the current call for follow-up or attention. | Search Boxes: Search fields enable quick lookup of clients or contacts based on various criteria such as name, company, DID, or keywords. | Search by | Description | | :--- | :--- | | Name | Search for a contact in a company using either their first name or last name. | | Company | Search for a client by their company name. | | Screen Pop | Search for a client based on their DID. | | Email Address | Search for a contact based on their email address | | Tags | Search for a contact based tag | Client Information: Automatically populates detailed information about the client and contact when receiving a call, facilitating efficient communication and service delivery. | Tab | Description | |---------|-----------| | Client | Displays the primary profile and contact information for the client, including alerts, call instructions, and availability. More details can be found here. | | More Info | Contains additional information about the contact, such as specific preferences or custom details. | | Companies | Shows the companies or organizations that are associated with the client. | | Activity | Tracks recent interactions, such as calls, notes, and updates linked to the client’s profile. | | Call History | Lists past calls, showing timestamps, durations, and outcomes. | | Chat | Displays the history of chats or messaging exchanges between the client and the team. | This comprehensive guide provides insights into navigating and utilizing the console effectively for seamless call management and client interaction.

Last updated on Apr 11, 2025

Adding Contact and Client Information in Console

The Console provides a comprehensive overview of both the contact and client information. If there’s something important that should be visible to the receptionist when handling calls — especially details not found in other fields — it’s essential to add them in the information fields. There are four key areas where additional notes and info can be placed. This guide will walk you through each one. 1. About the Contact To add important information about a contact: Steps: 1. Go to the Organization tab and select Contacts. 2. Use the search fields to find the contact you want to update. 3. Click the name of the contact to open their profile. 4. Navigate to the Information tab. 5. In the Information field, enter any relevant details about the contact. - (Tip: Add a line break or space before and after the content to visually separate it from the section heading when displayed.) 6. Do the same in the More Info section if needed. 7. Click Save. Preview in Console Once the contact is pulled into the console, the information will appear like this: You’ll also see the More Info section in the tab next to “Client,” like this: 2. About the Client To add information specific to the client (company or organization): 1. In the Organization tab, select Clients. 2. Use the search function to locate the client you want to edit. 3. Once you open the client’s account, go to the Information tab. 4. Enter important client-level details in the Information field. - (Tip: This is great for general business info, services provided, or key call handling notes.) 5. Click Save. By using these fields effectively, you ensure that all call receptionists have the most up-to-date and helpful context for both the contact and client — all easily accessible in the Console.

Last updated on Apr 10, 2025

Client Info Tab

The Client Info tab is designed to give receptionists and agents quick access to essential information about a client or their contacts during or outside of a call. How Client Info is Populated - Automatically during a call The client info is automatically populated when a receptionist receives a call for the client. - Manually outside of a call You can also manually search for the client or contact name using the Client Search Bar if you're not currently on a call. Client Info Details and Description Below is an overview of what you’ll find in the Client Info panel: - Profile Pic – Displays a picture of the contact. - Client – Shows the name of the client account. - Contact Name – Shows the full name of the individual contact. - Title – The contact’s job title or role. - Center – The location, branch, or facility the client belongs to. Client Information Section | Label | Description | |------------------------|-----------------------------------------------------------------------------------------------------| | Alert | Highlighted in red – shows important alerts such as out-of-office status. | | Call Instructions | Orange background – set in the client or contact settings; provides guidance for after-hours, routing, or message handling. | | Status | Shows current availability (e.g., “Meeting until 11am, please leave a VM”). | | Emergency | Emergency contact number and instructions (e.g., “Call Ethan – Husband”). | | Web | Clickable link to the client’s website or relevant resource. | | Location | City or state where the contact is based. | | Fax | Fax number (if applicable). | | Email | Work email address of the contact. | | Address | Full mailing or office address. | | Keywords | Optional tags for searchability or grouping. | | Categories | Optional labels to categorize the client (e.g., department, specialty). | | Ext | Internal extension number. | | Voicemail | Direct voicemail extension. | | Cell | Mobile phone number. | | Home | Personal/home phone number. | | Sales | Sales-related contact number. | | Reception | Main front desk or receptionist line. | | Canteen | Internal line for breakroom/cafeteria (if set). | | Screen Pops | ID or code used to trigger caller info popups. | | Birthday | The contact’s date of birth. | | Contact General Info | Quick summary of the client and their services – helps agents understand who the client is. | Client’s Staff Preview Located on the right side of the Client Info tab, this panel shows a summary of the client’s team members. | Label | Description | |------------------------------|---------------------------------------------------------------------------------| | Search Associates and Keywords | Search field to quickly find a contact by name or keyword. | | Contact Name | Name of the staff member; usually clickable to view more details. | | Job Title | Position or role within the organization. | | Status | Current availability or status message (e.g., "Meeting until 11am"). | | Alert | Important message such as “Out of office” or “Emergency contact,” highlighted in red. | | Ext | Internal extension number. | | Voicemail | Dedicated voicemail line. | | Cell | Mobile number, click-to-dial. | | Home | Home phone number, click-to-dial. | To update client or contact information, please refer to this article: Adding Contact and Client Information in Console.

Last updated on Apr 10, 2025

Cisco UCM Compatibility

This guide explains how to configure HostedSuite to work with Cisco Unified Communications Manager (UCM) using Cisco’s Telephony Service Provider (TSP). 📄 Contents 1. Compatibility 2. Configuration - Call Manager Configuration - Cisco TSP Installation - Verify Cisco TSP Configuration - HostedSuite Configuration 🔌 Compatibility HostedSuite connects to Cisco UCM using Cisco’s Telephony Service Provider (TSP). This allows HostedSuite to monitor and control Cisco devices directly via the Call Manager. ⚙️ Configuration 🛠️ Call Manager Configuration 1. Log in to Cisco Call Manager (CCM) Admin. 2. Create an Application User that will be used by HostedSuite. 3. Associate the user with the devices (phones) HostedSuite needs to control. 4. Assign the user to the Standard CTI Enabled group. 💾 Cisco TSP Installation 1. In CCM Admin, navigate to Applications > Plugins. 2. Download Cisco Telephony Service Provider (TSP). ⚠️ Do not select JTAPI. Make sure you download the correct TSP plugin. 3. Run the installer on the HostedSuite machine. 4. During setup, enter: - The IP address of the CCM server. - The username and password of the Application User you just created. ✅ Verify Cisco TSP Configuration 1. Press Windows + R and run dialer.exe. 2. In the Dialer app, go to Tools > Options. 3. Under Phone Calls, confirm that Cisco lines are listed in the dropdown. 🧩 HostedSuite Configuration 1. Open HostedSuite. 2. Navigate to Phone System Settings. 3. Create a new phone system with the following settings: - Type: Cisco Call Manager - Monitor All Devices: ✅ Checked 4. Save your configuration. Category: Console Tags: Cisco, HostedSuite, UCM, TSP, CTI

Last updated on May 01, 2025

Mitel Compatibility

This guide covers how to configure HostedSuite for compatibility with Mitel 3300 phone systems using the MITAI interface. 📄 Contents 1. Compatibility 2. Configuration - Device Configuration - HostedSuite Configuration 🔌 Compatibility HostedSuite connects to the Mitel 3300 using the MITAI interface. 💡 You no longer need to install the MITAI Desktop Edition on the server PC. ⚙️ Configuration 🛠️ Device Configuration To ensure proper integration: 1. The Mitel 3300 must have HCI Call Control (MITAI) enabled. 2. Any phones to be monitored by HostedSuite must have the HCI Call Control Enabled class of service in the 3300. 3. Each line on operator phones must have a different extension. This is usually achieved via a hunt group setup. Example setup: - Line 1 (main line): 3000 - Line 2: 4000 - Line 3: 4001 - Line 4: 4002 - Line 5: 4003 Extensions 4000–4003 should be added to a hunt group and may also be shared appearances on other operator phones. 📞 Client calls will ring the hunt group beginning with 4000, and will cascade to 4001, 4002, etc., if lines are busy. 🧩 HostedSuite Configuration To set up HostedSuite with Mitel: 1. Create a new Phone System in HostedSuite. 2. Use the following settings: Setting Value Type Mitel IP Address The IP address of the Mitel 3300 Bind to IP Address (Optional) The IP address of the HostedSuite server’s network card that connects to the same network as the 3300. Required if the server has multiple NICs. Enable CDR Feed Turn ON to enable SMDR (CDR) event recording. SMDR must be active on the 3300. 🖥️ Bind to IP Address details: Use Command Prompt on the HostedSuite server (ipconfig) to identify network addresses. If the Mitel system is on 192.168.2.1, and the server has IPs like 192.168.0.5 and 192.168.2.5, set Bind to IP Address as 192.168.2.5. 1. Device-specific settings: - Type: Console (default) - Number: The primary extension of the phone being monitored Category: Console Tags: Mitel, HostedSuite, MITAI, HCI Call Control, Mitel 3300, hunt group, CDR, SMDR, Console Integration

Last updated on May 01, 2025

Shoretel and MiVoice Connect Compatibility

Shoretel and MiVoice Connect Compatibility (Redirected from Shoretel Compatibility) HostedSuite connects to the Shoretel/MiVoice Connect system using Shoretel's Web Service SDK, which must be installed on the server. 📄 Contents 1. Compatibility 2. Installation Configuration 3. HostedSuite Configuration 4. Voicemail Dialing Rule 🔌 Compatibility HostedSuite integrates with Shoretel and MiVoice Connect using Shoretel’s Web Service SDK. 📌 This SDK must be installed on the Shoretel or MiVoice Connect server. ⚙️ Installation Configuration Follow these steps based on your Shoretel/MiVoice version: - Version 14 and below: Download SDK for v14 and lower - Version 15 “MiVoice Connect”: Download SDK for v15 🔁 Follow the steps in exact order: 1. Download the Web Service SDK and unzip the files to the desktop. 2. Run Setup.exe. 3. Navigate to: C:\Program Files\ShoreTel\ShoreTel Web Service SDK (Or C:\Program Files (x86) if 64-bit path doesn’t exist). 4. Replace the existing ShoreTelWebSDKWCFWindowsService.exe in that folder with the one from the desktop. 5. Open Notepad as admin and edit: C:\Program Files\ShoreTel\ShoreTel Web Service SDK\ShoreTelWebSDKWCFWindowsService.exe.config - In Notepad, make sure All Files is selected so you can view .config files. 6. Find the following line in the config file: <add baseAddress="http://10.20.0.162:8070/ShoreTelWebSDK" /> Replace the IP with your server’s actual IP. For example: <add baseAddress="http://192.168.0.1:8070/ShoreTelWebSDK" /> 7. Save and close the file. 8. Go to Administrative Tools > Services. 9. Locate STPS Web SDK Service, open its properties: - Set Startup Type to Automatic. - Click OK, then Start the service. 10. Verify the service is running: Open a browser and visit: http://<shoretel-ip>:8070/ShoreTelWebSDK?wsdl Example: http://192.168.0.1:8070/ShoreTelWebSDK?wsdl Once verified, you can move on to HostedSuite configuration. 🧩 HostedSuite Configuration 1. Create a new Phone System in HostedSuite. 2. Use the following settings: Setting Value Type Shoretel IP Address IP address of the Shoretel system Port Default is 8070 1. For each phone you want to monitor, enter its extension number. 2. Click Save and try logging into the HostedSuite console. You should see the monitored devices in the "Select a phone" dropdown. 📞 Voicemail Dialing Rule Set the voicemail dialing rule to: $[NUMBER] Category: Console Tags: Shoretel, MiVoice Connect, HostedSuite, SDK, Console Integration, Voicemail Rule, STPS Web SDK, Web Service SDK, IP setup, Shoretel Configuration

Last updated on May 01, 2025

Broadsoft Compatibility

HostedSuite can perform call control on the Broadsoft system using two interfaces: XSI and CAP-C. Both interfaces require the Broadsoft username and password for the reception phone(s) that will be controlled. 📄 Contents 1. CTI Interface 2. CAP-C Interface 3. XSI Interface ⚙️ CTI Interface CTI (Computer Telephony Integration) is the latest Broadsoft interface for call control and monitoring. - HostedSuite opens a single connection to the Broadsoft server to monitor all devices connected to it. - It provides an efficient way to manage all calls through one unified connection. 🔗 CAP-C Interface CAP-C (Call Application Programming Interface) is a Broadsoft interface designed for call control and monitoring. - HostedSuite requires one network connection per monitored device. - This connection remains open permanently, allowing for continuous call control and call notifications. - CAP-C is currently the recommended interface due to its persistent connection and speed. 📌 For more information on CAP-C, refer to the documentation here. 🖥️ XSI Interface ⚠️ Note: XSI is no longer supported. We recommend using CTI or CAP-C. XSI (eXtended Services Interface) is an HTTP-based interface for call control provided by the Broadsoft server. - XSI is newer than CAP-C and is expected to become the standard in the future. - Call control is done via HTTP requests to the XSI server on behalf of the monitored phone. Notifications for incoming calls are processed as follows: - HostedSuite tells Broadsoft to notify it of call statuses upon startup. - HostedSuite provides the IP address of the server to Broadsoft, which then sends HTTP requests to HostedSuite with call information on port 21390. ⚠️ Important: The Broadsoft server must be able to reach the HostedSuite server via the network on port 21390. This can be achieved by having both servers on the same VLAN or giving the HostedSuite server a public IP address. Currently, XSI is not the preferred model for call control due to the HTTP overhead it involves. 📌 For more information on XSI, refer to the documentation here. Category: Console Tags: Broadsoft, HostedSuite, CTI, CAP-C, XSI, Call Control, Call Monitoring, Network Connection, Telephony Integration, Broadsoft Interface

Last updated on May 01, 2025

SNOM Compatibility

Contents 1. Introduction 2. Why SNOM Phones? 3. SNOM Pre Configuration Checklist 4. Screen Pops on SIP Systems 5. Configuring the SNOM phone(s) 6. Connection Settings 7. Device Settings 8. Troubleshooting - Basic Troubleshooting - Transfer from Handset - Action URL fields missing - Calls Not Popping - Can't Manipulate Calls - Check the Log Files Introduction The HostedSuite Server can work with any SIP-based system, e.g., Asterisk, FreePBX, Trixbox, etc. Before configuring the HostedSuite Server, ensure you have a SNOM phone installed and configured at your reception station(s). We support SNOM 320, 370, all of the 700 series, and 800 series of phones. Examples of supported SNOM phones: - SNOM D7XX Series - SNOM D3XX Series - Older Sets: - SNOM 320 - SNOM 370 - SNOM 870 - SNOM 760 Why SNOM Phones? HostedSuite requires SNOM phones for SIP-based phone systems (except for Broadsoft) because of the SIP protocol limitations. SIP doesn't have built-in methods for performing call control from third-party applications. However, SNOM phones have built-in functionality that allows third-party applications like HostedSuite to perform actions like Answer, Transfer, and Screen Pop reliably. More about SNOM capabilities: - Can I control my SNOM phone remotely? - HowTo: Action URL SNOM Pre Configuration Checklist Before setting up the HostedSuite server, ensure the following: 1. Configure the SNOM phone with a static IP address. 2. Verify login access to the SNOM phone’s web interface using its IP from the HostedSuite Server. 3. Ensure that port 21389 TCP is open for incoming connections on the HostedSuite Server. 4. The SNOM phone should be receiving incoming calls. - For SNOM 300, configure all buttons as line appearances to allow displaying multiple calls. Screen Pops on SIP Systems HostedSuite uses hunt groups to identify which DID was dialed and screen pop accordingly. SIP phones should be configured to modify the caller name with a prefix indicating the DID. For example: - Client A's DID is 555-1212, a hunt group named "Client A" will be created, and its members will include receptionist SNOM phones. - Incoming calls to Client A will display the prefix “Client A - Patrick Greene” on the SNOM. Configuring the SNOM phone(s) Follow these steps for each SNOM phone: 1. Login to the SNOM web interface (e.g., http://ip-address-of-snom-phone). 2. Go to Advanced > QoS/Security tab. 3. Under Security, set: - Use Hidden Tags: Off - Allow CSTA control: On - Restrict URI Queries: Off (Not visible on older phones) 4. Under HTTP Server (Optional): - User: admin - Pass: admin - Authentication Scheme: Basic 5. Save changes and reboot the phone. Connection Settings - Bind to IP Address: If you have multiple network cards, use the one connected to the phone system. Device Settings For each SNOM phone, configure: - Name: Phone extension or label (e.g., "Front Reception"). - IP Address: SNOM phone's IP. - User Name: HTTP username from SNOM web interface. - Password: HTTP password from SNOM web interface. Troubleshooting Basic Troubleshooting 1. Ensure the SNOM phone and HostedSuite Server are on the same network, or network rules are configured for communication. 2. Test SNOM's web interface access via browser on the HostedSuite server. 3. Verify if port 21389 TCP is open in the firewall. 4. Check SNOM’s log via the web interface (set logging level to 9). Transfer from Handset Test Blind and Supervised transfers to ensure functionality. Ensure operators test both types, as issues typically arise with supervised transfers. Action URL Fields Missing 1. Verify correct IP address, username, or password in HostedSuite device settings. 2. Ensure SNOM phone is accessible from the HostedSuite Server. 3. If fields are empty, check the SNOM configuration and firewall settings. Calls Not Popping 1. Ensure the Action URL settings are correct. 2. If multiple NICs exist on the server, confirm the "Bind to IP Address" is correctly configured. 3. Open ports 21383 and 21389 TCP on the HostedSuite Server. 4. Verify the SNOM phone settings. Can't Manipulate Calls (Answer, Transfer, Hold, etc.) 1. Verify that login to the SNOM phone's web interface is successful. 2. Ensure "Use Hidden Tags" is OFF. 3. Set Allow CSTA control to ON in the SNOM phone settings. Check the Log Files 1. Set the SNOM phone’s log level to 9. 2. Send a call to the phone and check the log for entries related to access issues or call control errors.

Last updated on May 01, 2025

Intertel Compatibility

NOTE: Intertel systems are now known as the Mitel 5000. Contents - Compatibility - HostedSuite Configuration - Transfers to Voicemail Compatibility HostedSuite connects to the Intertel (Mitel 5000) using the System OAI interface. - For older Intertel systems: A serial cable is connected directly between the Intertel and the HostedSuite Server. - For IP-based Intertel systems: HostedSuite connects directly to the Intertel via its IP Address. HostedSuite Configuration 1. Create a new Phone System in HostedSuite. 2. Use the following settings: Name Description Type Intertel Connection Type Pick Tcp Ip for IP systems and Serial for older Intertels IP Address (For IP systems) The IP Address of the Intertel Password The System OAI password on the Intertel (usually blank) Port (For Serial systems) The COM port # on the HostedSuite server that is connected to the Intertel. (For TCP/IP systems, this should be set to 4000) Voicemail Extension (Optional) Specify the extension that the voicemail application is located at. NOTE: Usually, HostedSuite can retrieve the voicemail pilot number from the phone system itself. If you're having issues transferring to voicemail, you may need to manually specify this using this field. (Devices) Type Set to Console (Devices) Number The extension of the phone that you want to monitor Transfers to Voicemail To transfer to voicemail on an Intertel system, follow these steps: 1. Create a new dialing rule and call it Voicemail. 2. Set the template to $[NUMBER]. 3. For individual contacts, create a new phone number using the Voicemail dialing rule and set the digits to their mailbox (e.g., 200). This guide should help you configure Intertel (Mitel 5000) compatibility with HostedSuite for seamless integration.

Last updated on May 01, 2025

Phone System Compatibility with HostedSuite

Overview HostedSuite is compatible with a variety of phone systems, enabling seamless integration for businesses that utilize these systems for their communication needs. Below, you'll find a list of the supported phone systems and links to detailed guides for configuring each one with HostedSuite. Compatible Phone Systems 1. Cisco Unified Call Manager Learn how to configure Cisco Unified Call Manager with HostedSuite. 2. Mitel 3300 Instructions on setting up Mitel 3300 with HostedSuite. 3. Shoretel Guide for integrating Shoretel and MiVoice Connect with HostedSuite. 4. Broadsoft Configuration steps for connecting Broadsoft to HostedSuite. 5. SIP Systems (includes Asterisk, FreePBX, etc.) Set up SIP-based systems like Asterisk and FreePBX with HostedSuite. 6. Avaya CM/AE Services Learn how to integrate Avaya CM and AE Services with HostedSuite. 7. Avaya IP Office Configuration guide for connecting HostedSuite with Avaya IP Office. 8. Intertel Instructions on setting up Intertel (Mitel 5000) with HostedSuite. 9. TAPI Supported Systems Details on integrating TAPI-supported phone systems with HostedSuite. Category: Console For all phone systems listed above, HostedSuite integrates seamlessly as a console-based solution for managing your communication needs. Each system may have specific configuration steps, so it’s important to follow the individual setup guides for accurate integration. 👉 For more details on console functionality, see the Complete Console Guide. This guide provides a central hub for all the HostedSuite compatibility information for phone systems. Use the links above to find the detailed instructions for configuring each supported phone system with HostedSuite.

Last updated on May 09, 2025

Can We Change the Flashing Color (e.g., From Orange to a Custom Color)?

Evo Voice includes visual indicators — such as flashing or pulsing colors — to signal live calls, calls on hold, or call alerts in the console interface. These visual cues help users quickly identify important call activity. By default, flashing indicators (like orange) are standardized across all users for consistency. 🎨 Can the Flashing Color Be Customized? At this time, color customization is not user-configurable through the Evo Voice console settings. However, under certain conditions, it may be possible to request a color change. ✅ If You Have a Specific Color Code (e.g., #4CAF50): You may submit a customization request to Evo Support with the following details: 1. The hex color code you'd like to use (e.g., #4CAF50) 2. The context where the color should appear (e.g., flashing indicator for calls on hold, ringing calls, missed calls, etc.) 3. Whether the change should apply: - Globally (all users), or - For a specific team, queue, or user group 🔧 Custom color implementation may require front-end override or theme adjustment and will be handled as a UI customization request by Evo's development team. ⚠️ Limitations to Keep in Mind: - Customizations may not be immediately available and could require a deployment window. - UI color changes are typically reserved for enterprise-level accounts or white-labeled deployments. - Changes must not interfere with accessibility standards or visibility under various lighting/display conditions. ✅ Summary - Evo Voice uses orange by default for flashing indicators. - You can request a color change by submitting your preferred hex code to Evo Support. - Customization is not guaranteed and may require review by the engineering team.

Last updated on Jul 29, 2025

Caller ID Formatting Guide

Overview Caller ID formatting in HostedSuite ensures that incoming and outgoing calls display consistent, readable, and recognizable caller information for receptionists and staff. Correct formatting prevents mismatches between what’s shown in the console and what’s stored in client records. This guide outlines the standard formats, best practices, and troubleshooting steps for managing Caller ID in HostedSuite. Standard Caller ID Format To maintain consistency across HostedSuite and connected phone systems, follow these formatting rules: | Type of Number | Recommended Format | Example | | --- | --- | --- | | Domestic (US/Canada) | +1 + Area Code + Number | +14155552671 | | International | + + Country Code + Number | +442071234567 | | Extension-only entries | Use extension digits only | 101 | Tip: Always include the country code when possible to avoid mismatches with inbound call records. Where Caller ID Formatting Matters 1. Inbound Calls – The console matches the Caller ID against stored client numbers. If the formats don’t match, HostedSuite may fail to identify the caller. 2. Outbound Calls – The displayed number on the recipient’s phone should follow the standardized format. 3. Call Transfers – Incorrect formatting may prevent the console from fetching client data automatically. Best Practices - Use E.164 formatting for all stored phone numbers (e.g., +1 for US numbers). - Avoid special characters (parentheses, spaces, dashes) in stored numbers—HostedSuite automatically formats display output for readability. - Verify against your PBX/Carrier settings to ensure outbound calls send the correct number format. - Regularly audit your client list to correct formatting inconsistencies. Troubleshooting Caller ID Issues If the console fails to recognize or match Caller IDs: 1. Check the client record – Ensure the number is stored in E.164 format. 2. Confirm PBX settings – Make sure the Caller ID being sent matches the format in HostedSuite. 3. Test with different formats – Try storing the number with and without the + sign to see if recognition improves. 4. Clear console cache – If changes don’t apply immediately, refresh the HostedSuite console. Related HostedSuite KB Articles - Common Headset Problems - Browser Requirements for HostedSuite

Last updated on Aug 13, 2025

How to Refresh HostedSuite Console

Overview Refreshing the HostedSuite console can resolve display issues, update client information, and ensure your console reflects the latest system changes. This process is useful if you notice outdated data, missing client information, or a delay in call status updates. When to Refresh You should refresh your HostedSuite console if: - Recent client or call data changes are not appearing. - Caller information fails to update during an active call. - The console appears stuck or frozen. - You have been logged in for an extended period without restarting. Steps to Refresh HostedSuite Console 1. Log Out and Log Back In - Click your username or profile icon in the top-right corner. - Select Log Out. - Enter your credentials and sign in again. 2. Browser Refresh - Press Ctrl + R (Windows) or Cmd + R (Mac) while in the console tab. - Alternatively, click the browser’s refresh button. - This reloads HostedSuite and pulls the latest data from the server. 3. Force a Full Refresh (Clearing Cache for HostedSuite Only) If a standard refresh doesn’t resolve the issue, you can clear the browser cache only for the HostedSuite site without affecting other sites or saved data. Google Chrome / Microsoft Edge 1. While on the HostedSuite console page, click the padlock icon in the address bar. 2. Select Site settings (or Permissions for this site). 3. Under Usage, click Clear data. 4. Reload the HostedSuite console tab. Shortcut Method (Quick Reload) - Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) while on the HostedSuite console page. - This forces the browser to reload HostedSuite and bypass locally cached files without clearing cache for other websites. 1. Close and Reopen the Console Tab - If the above steps don’t work, close the HostedSuite tab completely and open it again from your saved login page or bookmark. Best Practices - Avoid having the HostedSuite console open in multiple browser tabs at the same time—this can cause data conflicts. - If refresh issues persist, verify your internet connection and browser requirements. - Always use a supported browser (see Related Articles below). Related HostedSuite KB Articles - Caller ID Formatting Guide - Browser Requirements for HostedSuite

Last updated on Aug 13, 2025

Troubleshooting: Console Not Fetching Client Information During Call Transfers

Last Updated: Aug 13, 2025 When using the HostedSuite console, you may occasionally experience an issue where client information (such as name, account details, or notes) does not appear during a call transfer. This can disrupt call handling and slow down service. This guide outlines the steps to diagnose and resolve the issue. Step 1: Confirm the Issue Before troubleshooting: - Ensure you are logged into the HostedSuite console. - Verify that the call in progress is an active transfer attempt. - Check if the issue happens for all calls or only specific clients. Step 2: Check Internet Connection A slow or unstable internet connection may prevent the console from fetching data. - Run a speed test (e.g., speedtest.net). - If speed is low or latency is high, switch to a stable network before retrying. - Avoid using VPNs or proxy networks during call transfers unless required by your organization. Step 3: Refresh the Console - Click Refresh within the HostedSuite console, or press F5 if using the browser version. - Attempt the transfer again and check if the client information appears. Step 4: Verify Caller ID Matching HostedSuite uses the incoming caller ID to pull client information from the database. - Check if the number format matches the stored format in your client list (e.g., +1-555-555-5555 vs 555-555-5555). - Update client records to ensure consistent formatting. Step 5: Check Database Sync If your HostedSuite console is connected to an external CRM or client database: - Ensure database sync is active and without errors. - If integrated via API, verify API credentials are still valid. - Contact your system admin if the sync has failed recently. Step 6: Browser Permissions & Cache (For Web Console Users) If using HostedSuite via a browser: - Make sure cookies and site data are allowed. - Clear cached data for HostedSuite only (do not clear entire browsing history unless instructed). - Disable browser extensions that may block scripts (e.g., ad blockers, privacy tools). Step 7: Check Console Version & Updates - For desktop console users: ensure you are on the latest HostedSuite release. - For browser console users: use the latest version of Chrome, Edge, or Firefox. Step 8: Escalate to Support If the issue persists after all steps: - Gather the following information before contacting support: - Date & time of the incident - Caller ID involved - Whether the issue happens for all transfers or specific numbers - Your HostedSuite version and browser details - Submit this to your HostedSuite admin or EvoTech Support. Quick Reference Checklist ✅ Stable internet connection ✅ Caller ID matches stored records ✅ Database sync is running without errors ✅ Console/browser is refreshed and updated Related Articles - How to Refresh HostedSuite Console - Caller ID Formatting Guide - Browser Requirements for HostedSuite

Last updated on Aug 13, 2025