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• 23 articles

How to Set Standard Rates of a Center

How to Set Standard Rates of a Center A center can establish standard rates for its rooms or services, which may include multiple levels or breakdowns based on the quantity of services provided. Steps: 1. Navigate to the Organization menu and select Centers. 2. Choose the desired center to add the standard rates. 3. Access the Billing tab and click the Standard Rates to start adding the rates. 4. Click the Add New button. 5. Input the pricing details: - Select the service to which the rates will apply. - Define the unit cost, such as 1 room space equals 1 unit. - Optionally, add a surcharge if applicable. - Set up to three levels of pricing, specifying rates for different intervals. 6. After adding the pricing details, click Save to apply the changes. You can continue adding more standard rates as needed. Pricing Breakdown Examples: Here are examples demonstrating how to set pricing for standard rates: Example 1: Standard Meeting Room - Service: Standard Meeting Room - Fixed Cost: $15 - Unit Cost: $15 per hour - Levels: - Level 1: $15/hr for up to 4 hours - Level 2: $10/hr for 4-8 hours - Level 3: $8/hr for 8+ hours Example 2: Projector - Service: Projector - Fixed Cost: $25 - Unit Cost: $15 per hour - Levels: (Defaults) Summary: Standard rates for rooms or services can be set up in HostedSuite by selecting the desired center, accessing the billing tab, and defining pricing details including unit costs, surcharges, and pricing levels for different time intervals. Examples illustrate how to structure standard rates for various services.

Last updated on Jan 14, 2025

Setting Business Hours for Your Center

Setting Business Hours for Your Center You can efficiently manage the operating hours of your center by following these steps. This includes setting regular business hours, weekends, and holidays. Details: - When: Specify the type of date this business hours rule applies to: - Normal: Applies to all days regardless of holidays or weekends. - Weekends: Applies to Saturday and Sunday. - Holidays: Applies to specific holidays such as Christmas. - Specific Date: Set for special holidays or specific days not mentioned in the options. - Date: If selecting "Day of Year" or "Specific Date" for "When," specify the day of the year. Otherwise, leave this field blank. - Closed: Check this box if the center is closed on the specified day(s) when this business hours rule applies. - Opens At: Specify the time the center opens on the specified day(s). - Closes At: Specify the time the center closes on the specified day(s). Steps: 1. Click on Organization and select Centers. 2. Choose the center you want to modify, opening its detailed page. 3. In the General tab, click on Business Hours. 4. Click the Add New button. 5. Enter the time and date details: - Select When to specify the type of days to which the schedule applies. - Set a date if specific; otherwise, leave it blank to apply to all selected days. - Check Closed if the center is closed during the specified dates. - Set the opening and closing hours. 6. Click Save to apply the changes. Priority: Order your business hours from general to specific, with normal hours at the top and more specific dates at the bottom. The bottom dates override any conflicting times. Adjust the order using the arrows in the last column.

Last updated on Jan 14, 2025

Managing a Center

About Centers: A Center represents a physical location where your organization operates. Some organizations may have two or more locations. In this case, it is recommended that you have separate centers for each location as the operation and working with HostedSuite software is seamless, focused, and easy to manage. Note: If you need to create a new center, please contact our support team. Key Components: A center handles multiple areas of the organization, including: - Clients: Each center can have multiple clients or organizations. - Contacts: Each client will have its employees or contacts. - Facilities: Manage meeting rooms and services. - Billing and Reports: Manage bills and services for your clients. You'll have resources provided to you to fully utilize managing a center in HostedSuite. Updating Center Information: Centers are managed in HostedSuite in the Centers under the Organization menu. You'll be able to update or modify any information about your center. Center Details: A centralized location where you can manage all settings and information for your center. General: | Field | Description | | --- | --- | | Name | Specify the name of the center with the location and business name (e.g., New York Financial Center). | | Time Zone | Set the time zone of the center for scheduling functionality. | | Support Email Address | Specify the email address for client support. | | Default Contract | Set the default contract for collections of services with predefined pricing. | | Member Contract | Pre-configured contract for subscribed members. | | Non-member Contract | Pre-configured contract for non-subscribed members. | | External Account ID | Use for billing purposes, specifying the client's email address for billing or reports. | | Override Console URL | Add a custom URL to override the default console URL. | | Business Hours | Manage operating hours, default business hours, weekend policy, holiday policy, etc. | | Email Signatures | Specify the email signature attached to outgoing emails generated for this center. | Address: The address where the center is located. Scheduling: In the scheduling section, you can configure various settings related to service reservations, booking procedures, and cancellation policies. Here are the available settings: | Setting | Description | | --- | --- | | Booking Interval | Specifies the interval for reservations, ensuring bookings are made in predefined increments (e.g., 15 minutes). | | After Hours Policy | Determines the action taken for reservations made outside of regular business hours. Options include pending approval. | | Cancellation Policy | Defines the policy applied when a client requests to cancel a reservation. | | Booking Window | Controls the minimum timeframe required between the booking date and the reservation date. Prevents last-minute reservations. | | Unassigned Meeting Room | Specifies actions and notifications related to unassigned meeting rooms. | | Room Unavailable Message | Allows customization of the notification message displayed when an unavailable room is selected for booking. | | Require Client for Reservations | Determines whether client information is mandatory for making reservations. | | Reservation Custom Fields | Enables the addition of custom fields for collecting specific client information during the reservation process. | Billing: Manage billing details and reporting. | Setting | Description | | --- | --- | | Invoice Logo | Upload a logo to be displayed on invoices. | | Tax Number | Enter the tax identification number for your center. | | Starting Invoice Number | Specify the initial number for automatically generated invoices. | | Default Invoice Message | Set a default message to appear on all invoices. | | Require Quantity on All Charges | Specify whether quantity information is mandatory for all charges on invoices. | | Invoice Address | Provide the billing address to be displayed on invoices. | | Standard Rates | Define standard rates for rooms or services offered by your center. | | Standard Allowances | Set standard allowances based on regular rates for rooms or services provided by your center. | Phones: Set up the phone numbers of your center. Emails: Set email addresses used by your center. | Setting | Description | | --- | --- | | Default Email Subject | Add a default subject to be added to your emails. | | Reply to Email Address | Set a reply-to email address. | | Email Notification Subject | Set a standard subject for all email notifications you receive through HostedSuite. | | Server | Set your incoming and outgoing email servers. | Feel free to customize and manage your center efficiently using the provided resources in HostedSuite.

Last updated on Dec 19, 2024

Managing a Contact

Managing a Contact This section provides comprehensive guidance on managing contact details and information within your organization. Settings: | Field | Description | | --- | --- | | Client | Select the client to which the contact belongs. | | First Name | Add the first name of the contact. | | Last Name | Add the last name of the contact. | | Title | Add a title if needed (e.g., Dr., Atty, Pres.). | | Override Company Greeting | Specify a greeting to override the client’s default call greeting. | | Alert | Display an alert message in the console; option to enable an expiry date and protect setting to disable changes. | | Status | Show the status of the user in the console; option to enable an expiry date and protect setting to disable changes. | | Emergency Instructions | Add emergency information for the contact (e.g., "Call his wife at 555-1212"). | | Location | Information about the employee’s business location, typically a suite/office #. | | Fax | Add the fax number of the contact. | | Long Distance Code | Specify zip or area code. | | Categories | Select a category appropriate for the contact. | | Sort Position in Console | Set the order in which the contact will be displayed in the Console. | | Door Code | Set an office door number if needed. | | External Account ID | Enter an account ID if available. | | Birthday | Add the contact’s birthdate; option to hide or show in the console. | | Photo | Upload a picture of the contact. | | Department | Set the department for the contact. | | Responsibility | Set the contact responsibilities. | | Relationship | Set the relationship for the contact. | | Keywords | Add keywords to easily search for the contact. | | Address | Add a specific address for the contact. | | Phone Numbers | Specify any extensions and phone numbers applicable for the contact. | | Email | Add email info of the contact. | | Information | Include additional notes or unique content about the contact. | | Login | Specify the user name, password, and access rights of the contact. | This comprehensive table facilitates efficient management of contact details and ensures accurate record-keeping within your organization.

Last updated on Dec 19, 2024

Managing Client's Settings

Managing Client’s Settings This section covers all the necessary information you need to manage client details and information within your organization. General: This section provides fields to manage general information and settings for the client. | Field | Description | | --- | --- | | Name | Add the client’s name for easy identification. | | Center | Choose which center a client belongs to. | | Contract | Select the default contract the client uses. | | Industry | Select an industry the client belongs to. | | Dedicated Outbound Extension | Specify a specific telephone line or communication channel for outgoing calls. | | Dedicated Outbound Extension (SMS) | Dedicated phone line or extension for sending SMS. | | Dedicated Outbound Extension Transfers | Specify an extension number when transferring a call. | | Use Original Caller ID on Transfer | Enable this option when available for your phone system. | | Disable "Send to all contacts" option in forms | Enable to disable the “send to all contacts” option. | | Fax Greeting | The text that will be added as your welcome message in receiving fax. | | Location | Client’s country. You can add the exact address location in the Address tab. | | Logo | Upload a logo of the client. | | Category | Select a category if you’ve added a category for your center. | These fields allow you to manage essential details and settings for the client, facilitating organized and efficient client management within your organization. Information: This section provides fields to manage additional details and instructions related to the client. | Field | Description | | --- | --- | | Links | Add the client's website URL or other related links. | | Information | Include additional notes or unique content about the client, such as services offered. | | Popup Information | Display special announcements or updates about the client. | | Call Instructions | Provide any specific instructions from the client regarding call activities. | These fields allow you to document important information and instructions provided by the client, ensuring efficient communication and service delivery. Phones: In this section, you can configure various settings related to phone usage and call management. | Field | Description | | --- | --- | | Wrap Time | Set a metric for call handling efficiency and customer satisfaction. | | Screen Pops | Typically specified as the last 4 digits of the client's main number, but this varies based on the type of phone system being used. | | Call Allowance | This allowance can then be used at the end of the month to calculate overage/underage. | | Call Allowance Type | Specifies the type of allowance, can be one of the following values: - Not Billable: This client will not be included in Call Allowance calculations.- Number of Minutes: Allowance is specified in minutes, and calculations are made accordingly.- Number of Calls: Allowance is specified in the number of calls. | | Amount | The number of minutes/calls allowed for this client. | | Phone Numbers | Specify any extensions, cell phone numbers, etc., that you will be able to transfer calls to in the console. | This table provides a clear overview of the settings available for managing phone-related configurations, facilitating efficient call handling and management within your organization. Setting up Phone Numbers In this section, you can specify various phone numbers, including extensions, cell phone numbers, etc., that you will be able to transfer calls to in the console. | Field | Description | | --- | --- | | Name | The name of this phone number, e.g., Ext, Cell, Home, VM. | | Number | The digits to be dialed for this phone number. Parentheses are OK, e.g., (555) 111-2222. | | Dialing Rule | The dialing rule to be applied to this phone number. Typically used for voicemail numbers. | | Call Control | Check this box if you want to be able to monitor the status of the client's phone in the console. Supported on certain phone systems. Ask Evo Technologies support before setting this. | | Blind Transfer | Enable or disable blind transfer to the specified number. | | Hide Blind | Enable or disable blind transfer option. | | Transfer Types | Specify the transfer type: Both - Allow both incoming and outgoing transfer; Blind - Allow blind transfer only; Supervised - Allow supervised transfer only; (Leave blank for default). | | Mobile | Enable this option if the phone number is a mobile phone. | | Notify | Enable to receive notification for call activities. | This table provides a clear overview of the settings available for setting up phone numbers, making it easier to manage and configure phone numbers effectively. Billing: This section allows you to manage billing details and settings for clients. | Field | Description | | --- | --- | | Address | Add the client’s address. | | Billing Codes | Enter a client's printer code, fax code, long-distance code, etc. | | Billing Email Address | Specify the email address where a client's invoice will be sent. Add multiple email addresses if needed. | | Override Center Rates | Specify service rates specific to the client. This will override the default rates specified by the center. | | Client Allowances | Specify service allowances for the client. You also have an option to override the existing rates set by the center. | These settings enable you to manage billing-related information efficiently, ensuring accurate invoicing and billing processes for your clients. Custom Fields: In this section, you can define additional information about the company that isn't covered by the standard fields. These custom fields are for informational purposes only and won’t be published anywhere in HostedSuite. Other: | Field | Description | | --- | --- | | Evo Voice Customer ID | Add your Evo Voice customer ID number if applicable. | Contact: This section allows you to add employee and staff details of a client. By utilizing these settings comprehensively, businesses can efficiently manage client profiles, enhance communication processes, and streamline billing and administrative tasks within their organization.

Last updated on Dec 19, 2024

Adding Clients To HostedSuite

Adding Clients to HostedSuite Adding client information to your HostedSuite account is comparable to having a caller ID feature, providing essential details during calls. The console offers a quick overview of the caller when their phone number is stored in your HostedSuite database. Clients Refers to the names of companies that you have added to your HostedSuite account. Contacts: Refers to the individual details (such as names, phone numbers, or email addresses) that you have added within a specific client's information in HostedSuite. Benefits - Caller Identification: Easily identify callers with stored contact information. - Efficient Call Handling: Access necessary details for call transfers or provide information promptly. Steps To maximize the benefits, we recommend entering clients' data and contact information into your HostedSuite account. Here's a step-by-step guide on how to add a client: New Client - General 1. Click on the Organization tab and select Clients. 2. Click on the New Client button. 3. Add client details like the client’s name, industry, logo, etc. For complete client details, please check this guide [link: Managing Client Settings] 4. After adding the details, click Save. The client’s name you’ve added will appear in the dashboard. 5. Go to the Phones tab and add an extension number by clicking Add New. The added number will be displayed on the Console. We usually use the last four digits of the phone number (for example, 4500). You can also add text, for example, “VitalCare”. Summary Adding clients to HostedSuite enhances caller identification and facilitates efficient call handling. Follow the step-by-step guide to input client details, ensuring a seamless communication experience.

Last updated on Jan 14, 2025

How to Set Up and Use Call Dispositions

How to Set Up and Use Call Dispositions Note: This guide applies only to HostedSuite V2. The Call Disposition feature is not available in HostedSuite V3. Call Dispositions help categorize the nature or outcome of a call for reporting and tracking purposes. This guide explains how to configure and utilize Call Dispositions in the system. What is a Call Disposition? A Call Disposition is a label or category assigned to a call, often used for reporting or analysis. For example: "Lead", "Voicemail", or "Support Request". Once set up, these can automatically apply to all calls for a specific client. How to Set Up Call Dispositions 1. Create a Category with a Disposition Role - Navigate to your category management section. - Click to create a new category. - First, select a Center from the dropdown. - Then, enter a name for the category (e.g. "Voicemail"). - Optionally, add a description to help identify the purpose of the disposition. - Finally, assign the Role: Call Disposition. Once created, this category will be available for use in client call tracking and reports. 2. Enable Call Dispositions on Clients - Go to the Organizations menu and select a client by clicking to open their profile. - Click on Edit. - Navigate to the Information section. - Click the Call Dispositions dropdown. - Put a check beside the disposition(s) you created earlier (e.g. "Voicemail"). - Click Save to apply the changes. Once enabled, these dispositions will automatically be assigned to calls associated with that client. 3. View Call Dispositions in Reports - Go to the Reports section. - Open one of the available Call Reports. - Select a Center and a Client to generate the report. - In the Call Dispositions section, check the disposition(s) you want to include in the report (e.g. "Voicemail"). This will filter and display call data based on the selected disposition categories. Important Notes - Agents cannot select a call disposition manually during or after the call. - If you want agent-driven input (e.g. selecting the call reason), use a form with a dropdown field: - Assign the form to the customer or globally. - The agent can then select the reason from the form. Workarounds for Multiple Dispositions If you need different disposition types based on various call scenarios: - Use different screen pops with associated screenpop reports. - Or create separate clients for each disposition category. Example Use Cases - Sales tracking by categorizing calls as "Interested", "Callback Requested", or "Not Interested". - Support performance analysis via categories like "Resolved", "Escalated", or "Voicemail". If you need help setting this up or creating screen pop reports, contact support.

Last updated on Apr 21, 2025

How to Send Email Notifications in HostedSuite

HostedSuite provides both automatic and manual options for sending email notifications. This guide will walk you through how to manually send emails, set up default email settings, configure custom email servers, and manage the email dashboard. Note: This feature is intended for outgoing email notifications only. HostedSuite does not support incoming email replies directly within the platform. Sending an Email Notification To manually send an email notification through HostedSuite: 1. Go to the Organizations menu. 2. Click Email. 3. Click Compose. 4. Set the Recipient and Subject. 5. Add your email content. 6. (Optional) Add CC/BCC addresses. 7. Click Send. All emails sent through this method will use the default email address configured in your HostedSuite system settings. Setting the Default Company Email for Notifications To configure the default "From" email used for notifications: 1. Go to the Settings menu. 2. Click System. 3. Under the Email section, fill out the following fields: - Email Address: The sender address shown to recipients. - Display Name: The name that appears in the email "From" field. - Reply To Email Address: Where replies to the notification email will be sent. 4. Select a Server: - Use HostedSuite for the default server. - Select Custom if you want to use your own SMTP server. 5. Click Save. Using a Custom Email Server (SMTP) To use your own outgoing mail server: 1. In the Server dropdown, select Custom. 2. Fill in the following fields: - Outgoing Server (SMTP): e.g. smtp.sendgrid.net - Port - Encryption (if applicable) - Username - Password 3. Click Save. Setting Up an Email Signature 1. Click on the Signature dropdown. 2. Design or enter your email signature in the field provided. 3. Click Save. Customizing the Email Dashboard You can filter and organize your email dashboard using the following tools: - Start-End Date: Filter emails by date range. - Status: Sort by status (e.g. Draft, Not Sent Yet, Sent, Not Read, Read, Error). - Subject: Search for emails by subject line. - Archive: Display archived emails only. - Columns: Show or hide dashboard columns (checked = visible, unchecked = hidden).

Last updated on Apr 21, 2025

HostedSuite Email Notifications

HostedSuite Email Notifications HostedSuite supports multiple types of email notifications to help keep users informed about important updates and actions. These notifications are commonly used for things like scheduling reminders, appointment updates, and ticket activities. Notification Configuration - Administrators: Notifications are set up at the individual user level. - Team Members and Clients: Notifications are configured at the User Group level. 📬 List of Available Notifications | Notification Name | Description | |------------------------------------|---------------------------------------------------------------------------------| | Activity Scheduled | Sent when a sales activity has been scheduled. | | Activity Rescheduled | Sent when a sales activity has been rescheduled. | | Activity Reminder | Sent as a reminder for an upcoming sales activity. | | Appointment Reminder | Sent as a reminder for a scheduled appointment on a client's calendar. | | Appointment Scheduled | Sent when a new appointment is scheduled on a client's calendar. | | Appointment Rescheduled | Sent when an appointment on a client's calendar is rescheduled. | | Center Home Page Content Changed | Sent when the center’s home page information has been updated. | | Client Information Changed | Sent when a client’s profile or information is modified. | | Contact Birthday | Sent on a contact’s birthday. | | Form Filled Out | Sent when a client fills out a form. | | Lead Created | Sent when a new sales lead is created for a client. | | Reservation Reminder | Sent as a reminder for an upcoming reservation. | | Reservation Cancelled | Sent when a reservation reminder is canceled. | | Reservation Scheduled | Sent to admins when a new reservation is scheduled. | | Reservation Rescheduled | Sent when a reservation is modified. | | Reservation Pending Approval | Sent to admins when a reservation requires approval. | | Ticket Activity | Sent when there is any new activity on a ticket. | | Ticket Status Changed | Sent when the status of a ticket is updated. | | Ticket Opened | Sent when a new support ticket is opened. |

Last updated on Apr 21, 2025

How to Create and Use Forms

Forms allow you to collect structured information associated with specific clients. This guide explains how to create, complete, and view forms in HostedSuite. What is a Form? A Form is a customizable set of fields used to collect data, tailored per client. Forms can be accessed and completed from different parts of HostedSuite and are useful for capturing details such as call summaries, contact info, and service requests. This customization ensures that data is collected in ways that suit each client's needs. How to Create a New Form 1. Access the Forms Section - Go to Organizations > Forms. - Click the New Form button. 2. Fill Out the Form Details Complete the general setup fields in the form editor: Form Setup Field Descriptions | Field | Description | |-----------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------| | Name | A unique name to identify your form. | | Center | Select the center this form applies to. | | Client | Choose the client the form is for. | | Contact | (Optional) Select a specific contact for this form. | | Bill As Service | (Optional) Associate the form with a service. | | AI Role | Choose one: - None: Not used by AI - Take a Message: Used for AI message collection - Custom: Set specific AI instructions | | Do Not Include Caller Number | Check this to exclude the caller's number from being sent. | | Enable Go High Level | Enable to use the form data with Go High Level integration. | | Show Form for Clients in Categories | Display the form when filtering by category. | | Email Subject | Set the subject line for outgoing emails. You can use tokens for dynamic data. | | Instructions | Provide pre-form guidance or instructions for users. | Additional Form Options (Checkboxes) | Option | Description | | --- | --- | | Show form for all Clients in console | Display the form for all clients within the selected center. | | Do Not Include Caller Number | Hide the caller number in the email/form submission. | | Enable Go High Level | Allow form data to be used for Go High Level CRM workflows and integration. | Click Save to complete the initial setup. 3. Add Custom Fields After saving the initial setup, navigate to the Fields tab to define your form’s inputs: - Click Add New to insert a field. - Fill in the field details using the table below. - Add multiple fields as needed. Field Configuration Options | Option | Description | | --- | --- | | Name | The label shown on the form (e.g. “Phone Number”). | | Type | Select the input type: - Text - Multi Line Text - Number - Drop Down - Email Address - Password | | Prompt | Instruction displayed above the field. | | Default Value | A pre-filled value shown in the field. | | Choices | For Drop Down only. Enter comma-separated values (e.g. Low,Medium,High). | | Options | Additional settings: - Caller Name - Caller Number - Required (makes the field mandatory) | Click Save after adding your fields. How to Fill Out Forms Once a form is created and assigned to a client or contact: 1. Go to the Console. 2. Locate the form link next to Web in the client’s panel. 3. Click the form link to open it in a new tab. Fill out the fields in the form and click Save. After submitting: - An email will automatically be generated and sent to the recipient. - To verify the email was sent, navigate to Organizations > Emails. - If you see the email listed there, it confirms the notification was successfully delivered. How to View Completed Forms Once a form has been filled out, the submitted data can be reviewed at any time. View Completed Entries (Admin Access) - Navigate to Organizations > Completed Forms. - This will display a list of all submitted form entries. - Click the Name of any entry to open and view its contents. You’ll be able to see all the information submitted in the form, including the values entered into each field. Client Access to Forms If clients have the appropriate permissions: - They will be able to view completed forms from their own client portal. - They will also receive notifications when a form is submitted on their behalf. Example Use Cases Forms can be used in various ways across HostedSuite. Here are some common examples: - Collecting details from callers during inbound support calls. - Capturing customer satisfaction feedback. - Accepting callback requests from voicemail messages. - Logging internal service notes linked to clients or contacts. If you need help setting up advanced form workflows, integrations, or automation, please contact support

Last updated on Apr 23, 2025

Industries

🧭 Overview The Industries tab is part of the Hostedsuite organization used to manage and categorize different industry profiles associated with clients and centers. Each record links to a specific Center and shows the Last Modified details for audit tracking. 🖥️ Where to Find It - Login into your Hostedsuite account - Select Organization from the left sidebar - Click on Industries You will see a table listing all current industries with columns: - Name: Name of the industry - Center: The center it belongs to (e.g., Main, Evotech) - Last Modified: Shows when and by whom the record was last updated Other features include: - Search bar to filter industries by name - Show Archived to view hidden/archived records - Columns dropdown to customize visible fields - Pagination control (e.g., 10 / page) ➕ How to Add a New Industry To create a new industry record: 1. Click the "New Industry" button at the top of the page. 2. A form or pop-up will appear prompting for the following details (fields may vary): - Name of the Industry - Associated Center 3. Fill in the required information. 4. Click Save or Submit to finalize the entry. The new industry will now appear in the list and can be searched, edited, or archived as needed. 🛠️ Additional Tips - Use consistent naming conventions for easier search and filtering. - Use the Center field to properly assign industries to relevant regional or organizational branches. - Regularly review and archive outdated or inactive industry entries using the Show Archived toggle. 📞 Need Help? If you encounter issues while adding or managing industries, please contact Evo Support for assistance.

Last updated on Jun 20, 2025

Departments

🧭 Overview The Departments tab in the Evo Console allows you to manage departmental structures for each center in your organization. It helps in assigning users, handling requests, and organizing workflows more efficiently by department. 📍 Where to Access - From the Hostedsuite dashboard, go to Organization in the left navigation panel - Click on Departments You will see a list view with the following columns: - Name: The name of the department (e.g., Sales, Finance) - Center: The center the department belongs to (e.g., Main, Evotech) - Last Modified: Timestamp and user who last updated the entry Additional controls available: - 🔍 Search bar to filter departments by name - 📁 Show Archived to display previously hidden/archived departments - ⚙️ Columns button to customize visible fields - 📄 Pagination options for navigating the list ➕ How to Add a New Department To create a new department record: 1. Click the “New Department” button at the top. 2. Fill out the department creation form: - Department Name - Associated Center - Any other required fields depending on your configuration 3. Click Save to finalize the department entry. Your new department will now be listed in the main table and linked to the appropriate center. 🧪 Sample Departments You Can Add Here are example departments you can use as test or reference data: - Customer Support - Sales - Human Resources - Technical Services - Finance 🛠️ Best Practices - Use unique and descriptive department names. - Ensure each department is assigned to the correct Center for accurate routing and reporting. - Archive unused or deprecated departments using the Show Archived feature to keep your data clean. 📞 Need Help? For issues or setup support, contact Evo Support to assist with department management or troubleshooting.

Last updated on Jun 20, 2025

Categories

🧭 Overview The Categories tab in the Hostedsuite is used to manage and organize services, access types, or resource types offered to clients at different centers. Categories help structure forms, automate workflows, and segment service-related data. 📍 Where to Find It - Go to the Hostedsuite dashboard - Select Organization from the left panel - Click on Categories You'll find a list with the following columns: - Name: The name of the category (e.g., Voicemail, 24/7 Access) - Center: The associated center (e.g., Main, Evotech) - Last Modified: Date and user who last updated the entry Other tools include: - 🔍 Search by Name or Center - 📁 Show Archived to view inactive/hidden categories - ⚙️ Columns to customize table visibility - 📄 Pagination controls (e.g., 10 / page) ➕ How to Add a New Category To add a new category to the Evo Console: 1. Click “New Category” at the top of the Categories tab. 2. You’ll be directed to the New Category form located at: Home / Categories / New Category 3. Fill in the following fields under the “General” section: - Name Enter a clear and descriptive name for the category (e.g., “24/7 Access,” “Voicemail,” “Conference Room”). This is the primary label that will appear across the system. - Center Select the appropriate Center (e.g., Main, EVO India) where this category will apply. Each category must be linked to a center to ensure proper filtering and usage. - Description (Optional) Provide a brief explanation of what this category covers. This helps team members understand the purpose and use case. - Display with Name in Console (Checkbox) If checked, the description (if provided) will also be shown alongside the category name in the console for better clarity. - Call Box Color (Optional) Choose a color for the category’s call box. This is useful for visual identification—especially when categories are displayed in lists or schedules. - Icon (Optional) Assign an icon that visually represents the category (e.g., phone icon for Voicemail, coffee cup for Refreshments). Icons help enhance user interface clarity. 4. After completing all necessary fields, click the “Save” button at the bottom to create the new category. Once saved, the new category will appear in the Categories list and can be used in forms, automation workflows, or as part of service classification. 🧪 Sample Categories You Can Add Here are some practical examples: - 24/7 Access - Conference Room - Voicemail - Coffee and Refreshments - Day Time Access These categories reflect resources or access levels that can be allocated per center. ✅ Best Practices - Keep naming clear and service-specific. - Use consistent category naming across centers to simplify reporting. - Archive outdated categories rather than deleting them for data integrity. 📞 Need Help? For advanced setups or troubleshooting, contact Evo Support for assistance with categories, forms, or automation linkages.

Last updated on Jun 20, 2025

Completed Forms

🧭 Overview The Completed Forms tab in the Evo Console provides a centralized view of all forms that have been filled out and submitted by users across different centers. This feature is essential for tracking client interactions, auditing service requests, and managing submitted data for operational efficiency. 📍 Where to Find It - Go to the Hostedsuite dashboard - Select Organization from the left panel - Click on Completed Forms under the Forms section You'll see a searchable and filterable list with the following columns: - Name: The title of the form - Date: When the form was submitted - Time: Exact submission time - Client: The client associated with the form - Contact: The contact person, if applicable - Call: Call information, if linked - Caller: The person who made the call, if relevant - Filled Out By: The user who completed the form - Subject: The purpose or subject of the form submission - Form: A quick link to view the completed form Other tools include: - 🔍 Search and filter by date, client, contact, form name, or email subject - 📁 Show Archived to display forms that have been archived - ⚙️ Columns to customize which columns are visible in the table - 📄 Pagination controls to navigate through multiple pages of entries 🔎 How to Review a Completed Form 1. Use the search and filter options at the top to narrow down results by date, client, contact, or form name. 2. Click on the form name in the “Form” column to view the full details of the completed submission. 3. Review information such as who filled out the form, submission date/time, and any linked client or contact details. 🧪 Sample Use Cases - Reviewing daily client intake forms - Auditing call logs and service request submissions - Tracking sign-up forms for new clients or services - Managing form submissions by specific users or centers ✅ Best Practices - Use clear, descriptive form names for easy identification. - Regularly archive old or processed forms to keep the list manageable. - Utilize filters and search to quickly locate specific submissions. - Periodically review filled forms for quality assurance and compliance. 📞 Need Help? For advanced reporting, troubleshooting, or integration questions about completed forms, contact Evo Support for assistance.

Last updated on Jun 20, 2025

How to Add a New Client

Overview This article explains how to create a new client record in the HostedSuite system. Adding clients allows administrators to manage their business information, associated centers, extensions, and other communication settings. Steps to Add a New Client 1. Go to the Clients Section - From the left navigation panel, go to Organization → Clients. 2. Click “New Client” - On the top-right corner of the Clients page, click New Client. This will open the New Client form. 3. Enter Client Details Fill in the required and optional fields under the General tab: | Field | Description | | --- | --- | | Name | Enter the client’s full name or company name. | | Center | Select the associated Center from the dropdown. | | Contract | Choose the applicable Contract record. | | Industry | Specify the client’s industry category. | | Dedicated Outbound Extension | Assign a specific extension number for outbound calls. | | Dedicated Outbound Extension (SMS) | (Optional) Set a dedicated outbound number for SMS communication. | | Dedicated Outbound Extension Transfers | Define a specific extension used for transfers. | | Use Original Caller ID on Transfer | Enable this to keep the caller’s original ID when a call is transferred (for supported systems). | | Disable "Send to all contacts" option in forms | Restricts form submission to individual contacts only. | | Fax | Enter the client’s fax number (if applicable). | | Greeting | Add a short greeting message for the client (used for call routing or reception display). | | Location | Specify the physical or business address of the client. | | Category | Assign a predefined Category to organize the client within the system. | 4. Save the Client Record Once all required information is filled in, click Save at the bottom of the form. Tips - Make sure that Centers, Contracts, and Industries are already configured in the system before adding a new client. - Assigning dedicated extensions helps track call routing and performance per client. - Adding a Greeting helps reception staff and call operators identify clients faster. Related Articles - Client Information tab - Phones Tab Setup for Clients - Billing Tab Configuration

Last updated on Oct 17, 2025

Client Information Tab Overview

Client Information Tab Overview The Information tab allows you to store and manage client-specific details such as AI links, business information, popup notes for operators, and call handling instructions. These fields help receptionists and the AI assistant display or use the right information when handling calls. Sections Explained 1. Links Use this section to add quick-access links related to the client. Each link can also be configured for AI use. Fields: - URL – The webpage address (e.g., https://companywebsite.com/booking) - Name – The link label or title (e.g., “Book a Meeting”) - AI Enabled – Enable this if the link should be accessible to the AI assistant. - AI Description – A short explanation of what the link is for (e.g., “Schedule a demo”) Example: URL Name AI Enabled AI Description https://calendly.com/demo Schedule Demo ✅ Lets callers book a demo online 💡 Tip: Always include a clear description so AI knows how to use the link when assisting callers. 2. Information This field is used to store general client notes or background information visible to operators or admins when viewing the client record. Use Case Examples: - “Client prefers all calls to go to reception first.” - “Operating hours: 9 AM – 5 PM, Mon–Fri.” - “Billing contact: [email protected].” 3. Popup Information This section displays a popup window with important details when an operator receives a call for this client. Examples: - “Ask for reference number before transferring.” - “VIP client — handle with priority.” - “All calls to be transferred to Sarah if John is unavailable.” 4. Call Instructions Provides specific call-handling instructions for receptionists or operators. This helps maintain consistent handling across shifts or multiple locations. Examples: - “If no one answers after 3 rings, forward to voicemail.” - “After-hours: forward to answering service.” - “Always announce the caller before transferring.” Saving Changes Once all fields are updated, click Save at the bottom of the screen to apply your changes. Next Step → Proceed to the Phones Tab to configure numbers, extensions, and forwarding rules.

Last updated on Oct 15, 2025

Phones Tab Setup for Clients

Client – Phones Tab Overview The Phones tab allows you to configure phone-related settings for each client. Here, you can manage wrap timeouts, screen pop behavior, and associate specific phone numbers with transfer and notification rules. Sections Explained 1. General Wrap Timeout This field defines the time (in seconds) before an operator becomes available for the next call after ending the previous one. It’s often used to give receptionists time to complete post-call notes or actions before receiving the next call. Example: If set to 10, the operator will have a 10-second pause before the next call is routed to them. 2. Screen Pops Screen Pops define what information appears on the operator’s screen when a call comes in for this client. Screen pops help operators identify callers, open relevant forms, and display client-related information automatically. Fields: | Field | Description | | --- | --- | | Number | The specific phone number that triggers the screen pop. | | Call Box Color | Sets a color for the call notification box — useful for visually distinguishing between clients or call types. | | Greeting Color | Defines the color of greeting or header text in the pop-up. | | Contact | Assigns the call pop to a specific contact record for quick access. | | Form to Open | Automatically opens a designated form (e.g., call log, intake, or feedback form) when the call arrives. | | Icon | Allows you to attach an icon to visually identify the type of call (e.g., headset, user, phone). | Actions: - Click Add New to create additional screen pop entries. - Multiple numbers can be configured with their own screen pop details. 💡 Tip: Use distinct colors for high-priority clients to help operators immediately recognize them. 3. Call Allowance The Call Allowance section defines how much phone usage a client is permitted, based on their plan or agreement. This can be set in terms of minutes or the number of calls. Type: Defines the unit or category of the client’s call limit. The available options are: - Not Billable – Calls under this category are not charged or counted toward billing. Use this for internal testing or courtesy lines. - Number of Minutes – The client’s usage limit is based on the total number of minutes allowed. Once the defined minutes are reached, additional calls may incur overage charges. - Number of Calls – The limit is based on the number of calls handled. This is useful for clients billed per call rather than per minute. Amount: Specifies the allowed quantity based on the selected Type. Enter a numerical value that corresponds to the client’s plan. 4. Phone Numbers This section lets you add and manage phone numbers associated with the client, including transfer preferences and mobile notification rules. Fields: - Name – Label or description of the phone line (e.g., “Main Office,” “Support Line”). - Number – The phone number assigned to this client. - Blind Transfer – Enables a direct (unannounced) transfer to the number. - Hide Blind – Hides the blind transfer option from the console to prevent accidental transfers. - Transfer Types – Defines the allowed transfer options (e.g., blind, attended, voicemail). - Mobile – Marks the number as a mobile contact. - Notify – Enables notifications (SMS or push alerts) for incoming calls. Actions: - Click Add New to register a new number and define its transfer and notification behavior. Saving Changes Once all configurations are set, click Save at the bottom of the screen to apply and store the changes. Next Step → Proceed to the Billing Tab to define client billing details, rates, or invoice settings.

Last updated on Oct 15, 2025

Billing Tab Configuration

Client – Billing Tab Configuration The Billing tab contains settings related to client billing, rate management, and call allowances. It is divided into five expandable sections: 1. Address Enter the client’s billing address details. Fields include: - Street 1 - Street 2 - City - State - Postal Code - Latitude - Longitude Use this section to define the official billing location of the client. 2. Billing Codes Define internal or custom billing identifiers used for client invoicing. Fields include: - Name – A label for the billing code (e.g., “Support Fee”, “Maintenance”). - Code – The internal code or reference used for tracking. Click Add New to include multiple billing codes. 3. Billing Email Addresses Specify where billing-related notifications and invoices should be sent. Fields include: - Name – Contact name or department (e.g., “Accounts Payable”). - Address – Email address to receive billing notifications. Use Add New to include additional recipients. 4. Override Center Rates This section allows overriding default center rates for specific services. Fields include: - Service – Select the service type from the dropdown. - Unit Cost – Cost per unit (e.g., per call, per minute). - Surcharge – Optional additional charge. - Surcharge Type – Choose from: • None • Percentage • Flat - Levels – Define pricing tiers if applicable (Level 1, Level 2, Level 3). Click Add New to apply custom rates for multiple services. 5. Client Allowances Configure the client’s usage limits or credit allowances. - Check Override Center Allowances if the client’s limits differ from center defaults. Fields include: - Service – The applicable service (e.g., Call Handling, Outbound Calls). - Amount – Numeric limit of the allowance. - Apply To – Determines how the allowance is applied. Options include: • Most Expensive First • Least Expensive First • Divide Evenly • Single Most Expensive • Single Least Expensive • In Date Order - Description – Optional note for internal reference. Click Add New to set multiple allowances. Tip: These configurations are typically used by administrators or billing managers to customize client billing preferences and control how costs are calculated or distributed.

Last updated on Oct 17, 2025