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Speed Dial

How to Use Speed Dial in HostedSuite Portal Speed dial simplifies connecting with frequently dialed phone numbers in your client's contact list. Accessing Speed Dials In the HostedSuite Portal: 1. In your HostedSuite portal, click on Phones. 2. Select Speed Dials. In the Console: 1. In the Console, click the Speed Dial button. 2. You'll see the list of all saved speed dials. Adding a New Speed Dial Entry 1. In your HostedSuite portal, click on Phones. 2. Select Speed Dials. 3. Click New Speed Dial. 4. Add the name that will appear in the speed dial list. 5. Select a center. 6. Enter the speed dial number. 7. Click Save. Editing a Speed Dial Entry 1. In your HostedSuite portal, click on Phones. 2. Select a speed dial entry by clicking on it. 3. Update one or more details of the speed dial list. 4. Click Save to apply the changes. Understanding the Speed Dial Table Columns | Column | Description | | --- | --- | | Name | The display name of the speed dial contact. | | Number | The phone number or internal extension assigned to the speed dial. | | Center | The associated center where the speed dial applies. | | Last Modified | Indicates when and by whom the speed dial entry was last updated. | You can also: - Use the Search bar to quickly find a contact. - Click Show Archived to view previously archived speed dials. - Customize visible columns using the Columns dropdown menu.

Last updated on May 09, 2025

Phone Systems

How to Connect and Configure Phone Systems in HostedSuite HostedSuite supports connecting to multiple types of phone systems. To connect a phone system, please contact our support team for assistance with the configuration. Once configured, you can create a new Phone System connection by navigating to Phones > Phone Systems. Accessing Phone Systems With an administrator account, you can access or edit the existing phone system configurations by following these steps: 1. In the Phones menu, select Phone Systems. 2. In the list of phone systems, click the name of the phone system you'd like to view. Please check our list of compatible systems by clicking this link. Common Settings The following fields are common to all phone system configurations: | Name | Description | | --- | --- | | Name | The name of this phone system (e.g., Dallas Mitel). | | Run On Server | The server this phone system will connect from. Typically, there will be only one server per customer, but sometimes multiple copies of the server software will be installed at different CoLos. | | Time Zone | The time zone that this phone system is in. This is used for determining the actual time of call records. | | Centers | The center(s) that this phone system services. Select the center that this phone system services if there are multiple phone systems for different centers. Select each center if a single phone system is used for all centers. | | Phone System Type | The type of phone system that HostedSuite will connect to. | Phone System Specific Settings Under the Connection and Devices sections, you will get different options based on the type of Phone System you select. For more information, see the phone system specific settings. Settings Section | Name | Description | | --- | --- | | External Calls Prefix | A digit to prepend external calls with, e.g., 9, typically left blank. | | # Call Boxes | The number of call boxes to show in the console (6 is recommended). | | Shared Call Visibility | Determines how/when shared calls are displayed after being answered by another operator in phone systems where calls are shared on lines. | | Play Ring on Incoming Call | Check this if you want the browser to play a ringtone on incoming calls. Requires Adobe Flash to be installed. | | Simulate Blind Transfer for Internal/External Numbers | ADVANCED - leave unchecked. | | Show Window on Screen Pop | Determines whether the browser will "pop" on an incoming call. See Browser_Popping for more information. | | Clear Screen on Hangup | When checked, HostedSuite will clear the client's information from the screen when a call is disconnected. | Screen Pop Settings Section | Name | Description | | --- | --- | | Identify Callers from Database | When checked, HostedSuite will attempt to identify incoming callers from the database. | | Screen Pop on Caller Name | When checked, the Caller Name field for the incoming call is used to find a client to pop. | | Screen Pop on Caller Number | When checked, the Caller Number (ANI) for the incoming call is used to find a client to pop. | | Screen Pop on Trunk | When checked, the incoming trunk for the incoming call is used to find a client to pop. Currently only supported on Intertel (Serial). | | Screen Pop Delimiter | The character in the screen pop data used to find the actual screen pop. For example, if Screen Pop on Caller Name is checked and the incoming caller name looks like "EVOTECH - 5551212" where EVOTECH is the screen pop, you would use a "-" as the screen pop delimiter. | | Screen Pop Pattern | A regular expression used to match the screen pop from the screen pop field. This is an advanced setting and should only be set by Evo Technologies support. |

Last updated on Dec 19, 2024

Call History

📞 Call History The History page provides a summary of all call activities in your HostedSuite account. It is designed to give administrators and operators a detailed log of calls for tracking, accountability, and operational review. You’ll be able to filter and export specific reports from this section, and for more advanced reporting features, visit the Reports section. 🧾 Call History Table Overview Each entry in the call history includes a variety of details to help you understand what occurred during each interaction. Below is a breakdown of each column you may encounter: | Column | Description | | --- | --- | | Date | The date when the call occurred. This column captures the exact date of each call activity in the account. | | Start | The time when the call started. This field displays the precise start time of each call logged in the call history. | | Duration | The total length of the call, including the time the call was active from start to end. | | Answered By | The name or ID of the person or system that answered the call. This could include agents or automated systems that responded to the incoming call. | | Type | The type of call (e.g., inbound, outbound, internal). This categorizes the call based on its origin or nature. | | Center | The business center or location where the call was routed or originated. This helps track calls by geographic or operational unit. | | Client | The client associated with the call. This links the call activity to the specific client account for reporting and analysis. | | Caller | The person or number who initiated the call. May include contact name, phone number, or other identifying information. | | Called | The person or extension who received the call. This may be an operator, a department, or another end user. | | Category | The call classification or purpose (e.g., inquiry, support, sales). Helps understand the reason behind the communication. | | Notes | Any additional notes or manual input recorded about the call. Useful for context, outcomes, or follow-up actions. | | Form | The method or medium of the interaction, such as voice, video, or chat (if applicable). | | Work | Actions or tasks completed as a result of the call, such as ticket creation, message logging, or follow-up instructions. | If you need help with filtering or exporting data, or have questions about call tracking, please contact support or visit the Reports section for deeper analytics.

Last updated on May 09, 2025

Phone Menus

The Phones menu allows you to manage call history, speed dials, and other phone settings, which are applied directly to the console. You can find more information about the console here. This menu also includes the "Dialing Rule" screen, where you can create specific dialing rules for VM extensions across different locations.

Last updated on Dec 09, 2024

Client Templates

Managing Client Templates in HostedSuite Client templates create a list of contacts that pop up on the right side of the console when a call comes in. You can copy rows and CSS from the default template, select a client, and the output will be displayed. You can also edit the HTML and add more fields as needed. Accessing Client Templates 1. In the Phones menu, select Client Templates. 2. In the list of client templates, click the name of the template you'd like to view. Editing Client Templates 1. In the Phones menu, select Client Templates. 2. In the list of client templates, click the name of the template you'd like to edit. 3. In the General tab, make your updates in the fields and click the Save button. 4. Click on the Designer tab and update the HTML/CSS code. 5. Click Save to apply the changes. Adding a New Client Template 1. In the Phones menu, select Client Templates. 2. Click New Client Template. 3. In the General tab, add template details. 4. In the Designer tab, add the HTML and CSS to design your template. 5. Click Save to add the new template.

Last updated on Dec 06, 2024

How Will I Be Notified When My Fax Number Configuration Is Complete, and What Are the Steps to Send and Receive Faxes?

Overview Once your fax number is successfully configured in Evo Voice, you’ll receive a confirmation notification. This guide explains how you'll be informed and outlines the steps for sending and receiving faxes through the eFax system. Fax Number Configuration Completion ✅ Notification Process - The Evo support or provisioning team will notify you (via email or your support ticket) once your fax number has been: - Ported or activated - Properly linked to your account - Configured as an eFax endpoint - The confirmation will include the fax number and any access credentials (if needed). Instructions for Sending and Receiving Fax To Receive Faxes - Incoming faxes will be delivered directly to the email address configured for your eFax number. - Make sure to check your spam/junk folder initially to ensure faxes aren't being filtered. - You can request to update the email recipient by contacting support. To Send Faxes There are two common methods: Option 1: Email-to-Fax 1. Compose a new email from your registered email address. 2. In the "To" field, enter the recipient's fax number followed by the fax domain. Example: [email protected] 3. Attach the document you want to fax (PDF format preferred). 4. Add a subject or message (optional). 5. Send the email — the system will convert it into a fax and deliver it. Option 2: Web Portal (if enabled) - Log in to the Evo Voice fax portal (URL provided by support). - Navigate to the Send Fax section. - Upload your document and enter the destination fax number. - Click Send to transmit the fax. Need Help or Want to Confirm Setup? If you're unsure whether the configuration is complete, or if you haven't received instructions yet: - Contact Evo Support - Provide your company name and fax number (e.g., Guichard, Teng & Portillo) - Request confirmation and updated instructions

Last updated on Aug 05, 2025

After Hours Call Routing in HostedSuite

Overview After Hours Call Routing allows you to automatically forward calls received outside of your standard business hours to a specific destination. This ensures that callers are handled appropriately when your front desk or operators are unavailable. Setting Up After Hours Call Routing 1. Access the Call Routing Settings 1. Log in to HostedSuite as an Administrator. 2. Go to Configuration → Call Routing. 3. Select the location or phone line you wish to configure. 2. Create or Edit an After Hours Rule 1. In the Rules tab, click Add New Rule. 2. Set the Rule Type to Time Schedule. 3. Define your business hours by selecting days and time ranges. 4. Outside of these hours, the system will follow the After Hours routing rule. 3. Choose a Call Destination For After Hours, you can forward calls to: - Voicemail – Ideal for allowing callers to leave a message for next business day follow-up. - External Number – Forward calls to an answering service, mobile phone, or other number. - Custom State – Route calls to a preconfigured status such as Call Forward or Night Mode. Tip: If you haven’t created a custom state yet, follow the steps in Creating a Custom State. 4. Apply and Test 1. Save your routing changes. 2. Call the number outside business hours to confirm the routing works as intended. 3. Adjust the rule as needed for seasonal changes or special events. Related HostedSuite Articles - Creating a Custom State - Configuring Time Schedules - Call Forwarding Setup Summary By setting up After Hours Call Routing in HostedSuite, you ensure your callers are always greeted with the right message or forwarded to the right destination — even when your team is offline.

Last updated on Aug 08, 2025