Welcome to the Contact Center support page. While your account is created and managed by our Customer Care team, feel free to update your system with assistance from our knowledge base.
We’re here to help you get the most out of your system. If you need help beyond what’s covered here, you can chat, text, or call human support anytime.
Contact Center Support Hours: Monday-Friday, 8 AM–5 PM PST
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Toll-Free: 1 (888) 825-0800, Opt 3
International: 1 (408) 414-7646, Opt 3
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| Feature Name | Definition |
|---|---|
| Auto Attendants | A Virtual Receptionist with the ability to create call routing and a full customer journey |
| Auto Provisioning | A streamlined way to connect your Voice-Over IP (VoIP) device in the system without manual provisioning |
| Callback | Allows callers to drop out of waiting in a call queue, to receive a call back when an agent becomes available |
| Call Forwarding | Forwards calls in your system to either devices or users in or out of the system |
| Caller ID Name | A text based name that appears on the answering device when you make outbound calls |
| Call Logs | A breakdown of all of your calls within specific time periods |
| Call Tagging with Reports | Labels assigned to phone calls to categorize and track key details about the interaction, and reports showing these tags |
| Caller Announcements | Announces to callers in a queue their position in line, or how long of a wait time they should expect |
| Call Recording | The ability to record all or some of your calls - see Amazon Storage Integration definition for where these are stored |
| Call Queues | A queue with multiple features including different kind of routing such as Round Robin |
| Dynamic Caller ID | Displays different phone numbers based on specific rules, ensuring calls appear from the appropriate department or location |
| Dashboards | Metric tracking dashboard which allows you to track anything from all calls to agent status |
| Dispositions | Call tracking metrics your agents can choose from during and after the call |
| Integrations | Integrate other CRMs such as Teams and Slack with VirtualPBX to receive anything from updates to call data |
| Personal Dashboards | Dashboard for your users accessible through their Web Phone to track their metrics |
| Prepends | A designated work or number before the caller’s number on your device to easily identify which option was chosen |
| Reports | Full lists pulled based off of specific metrics such as ‘All calls’ within a specific window of time |
| Softphone | VirtualPBX’s Voice-Over IP (VoIP) app which allows for usage of any feature available on a desktop phone. |
| Wallboards | Metric tracking wallboard with ability to broadcast on your TV via Amazon Firestick |
| Web Phone | VirtualPBX’s browser-based Voice-Over IP (VoIP) device. Allows you to utilize all features through a browser tab |
| Voicemail Transcriptions | Transcribes all voicemails left to your specific voicemail box |
| Web Hooks | URLs designed to send outbound web requests containing data for call events in real time |