Basic Primecall Features
Multi-Factor Authentication (MFA)
What is MFA? Multi-Factor Authentication (MFA), sometimes referred to as 2-Factor Authentication (2FA), is a security measure that requires users to provide multiple forms of identity verification in order to gain access to their account. MFA is used ...
Access Call Recordings in Primecall
Overview If call recordings are enabled, PrimeCall will host the recordings in the web portal for 30 days. After that time has passed, the call recording will no longer be available to listen to or download. This time can be extended at an additional ...
Call Recording Policy
Overview Call recordings will only be available to search from within the portal for a maximum of 6 months (180 days). CDR’s (Call Data Records) will have the same policy of 6 months to access recordings in the portal. This will be automatic and ...
Record An Individual Call
How To… Record To start the recording your current call, dial * 9 8 . You only need to hit the buttons in that order on your phone. There will not be any sound indicating that the call is being recorded. To end the recording of your call, you can ...
Call History Release Reasons
When a call terminates on Primecall, you will see a release reason displayed in the Call History table. Common Release Reasons Value Description Cancel Connect The connection was cancelled at any point of the call. Connect The call was connected to ...
Re-Order Your Music on Hold
Reprioritize Your Music on Hold Songs and Messages Music On Hold files play according to the order in which they appear in the Music on Hold page (starting with the top file on the page) if the randomization setting is not selected. To change the ...
Text-to-Speech
Where Can Text-to-Speech Be Utilized? Text-to-Speech can be utilized almost anywhere on the Primecall Web Portal where a user can have the system call the user to record or upload their own recording. Auto Attendants Main Greeting Intro Greeting Play ...
Add New Music or Messages
Implement Your New Music and Messages Add Music To add in new music… Click the Add Music button. ✔ Doing so will pull up the Add Music modal. In the Song Name box, type in a name to identify the song with. Take a moment to confirm that the music file ...
Adjust Your Music on Hold
Your User Music on Hold Page An example User MoH page As a Basic User or Call Center Agent, you can access your own Music on Hold (MoH) page. This page allows you to customize your own music and messages that callers will hear while waiting on hold ...
Features to Add to Line Keys
Line Key Features As you are editing the layout of a phone using the Phone Manager tool, you will notice that there are different types of features that can be added to the line keys, or buttons, of a phone. Line Appearance Keys A Line Appearance key ...
Change Your Phone's Directory Source
Adjust the Directory Source The source of the directory will determine what contacts a phone will display when the Remote Phonebook of your phone is accessed using the Directory button on your phone. To adjust your phone's directory source… Visit the ...
Apply a Template to Your Phone
Apply a Template When you are customizing your phone, you have the option to apply a created template. This can help expedite the process of configuring your phone. To do this… Visit the Phones section of Primecall. ✔ Clicking the Phones menu icon ...
Change Your Phone's Directory Source
Adjust the Directory Source The source of the directory will determine what contacts a phone will display when the Remote Phonebook of your phone is accessed using the Directory button on your phone. To adjust your phone's directory source… Visit the ...
Use the Contacts Popup Feature
The Contacts Dock Features Minimize and Popout Popup Using the Minimize option, you can collapse the Contacts popup so that it is only visible on the Toolbar. Users can also use the Popout option to put the popup in its own window, like so: Quick ...
Manage Your Contacts in Primecall
View Your Contacts To access and reference your contacts, visit the Contacts page. From here, you can reference your contacts as needed. You can also use Primecall' Contacts popup menu to view and contact your Contacts. To learn more about the ...
PrimecallFAX - FAQ
What is the pricing for PrimecallFAX Pricing will be $20 per month per DID (phone number) 250 pages per calendar month will be included for both inbound and outbound, 4 cents per additional page The customer can use Fax Through Email, adapter, and ...
PrimecallFAX - Options
There are 3 potential ways a Primecall user would be able to fax. Portal Faxing - Inbound and Outbound faxing that is done through the Primecall Web Portal Fax to Email (email to fax) Fax Machine - this method utilizes an ATA adapter to allow a ...
Manage PrimecallFAX Accounts
Scope: PrimecallFAX accounts can be managed by Office Managers and PrimeCall Technical Support. If a PrimecallFAX number is assigned to a specific user, then that user will be able to manage certain aspects of the faxes that are only sent to them. ...
Fax Through Primecall
Warning: This is the “old” version of PrimecallFAX. This version of PrimecallFAX integrates directly with Fax03. View Faxes For admin users, such as Office Mangers and Site Managers, go to the My Account section of the portal. To do so, click your ...
Send a Fax Through Email with PrimecallFAX
Scope: To utilize PrimecallFAX services, PrimecallFAX must be activated on your account. Please reach out to a member of our Technical Support Team to enable this by calling 844.59PRIME (844.597-7463) or emailing support@primecall.com. Send a Fax via ...
Voicemail Reminders - Persistent Phone Call Notifications
Persistent Phone Call Notifications is not enabled by default on PrimeCall Primecall Domains. If this is a feature you would like on your domain, please reach out to our technical support team to assist in enabling this feature. 844.59PRIME ...
Set Up Your Email Notifications for Voicemails
Configure Email Notifications for Your Voicemails As a Basic User, you have the ability to configure email notifications for the voicemails you receive using the Primecall web portal. To do this… Log in to the Primecall web portal . Click your Name ...
Text Notifications for Voicemails
Overview The Primecall Web Portal allows users to have email notifications sent to the user when a voicemail arrives in their inbox. An additional option is having a text message sent instead of, or in addition to, an email. Several cellular carriers ...
Voicemail Reminders - Persistent Email Notifications
What are Voicemail Reminders A Voicemail Reminder is a persistent notification that alerts users by email when there is a new voicemail message. This critical feature can be a great asset in time-sensitive or otherwise urgent situations. Whether it ...
How to Record a Voicemail Greeting
For more information about the other Voicemail Settings available to adjust, feel free to read this article. How To.. Navigate to Voicemail Greetings as a Basic User Once you log in to the Primecall web portal, click on the message icon then go to ...
Change Your Voicemail PIN in the Primecall Web Portal
Update Your Own PIN in Primecall While logged into the Primecall web portal , Basic Users can adjust their voicemail PIN with ease. To do so… Click your user's name and use the drop-down to select Profile. ✔ Doing this will pull up your account's ...
Check Your Voicemail in the Primecall Web Portal
Manage your Voicemails in Primecall When there is not a phone or app available to use for checking your voicemail, the Primecall web portal can be used instead. Some users may find using the Primecall portal to be a convenient alternative to having ...
Transfer Call Straight to Voicemail
Transfer Call Straight to Voicemail Sometimes you may wish to transfer a call directly to an extension's voicemailbox instead of straight to the extension for it to ring before going to voicemail. In Primecall, this can be done by adding 03 to the ...
Access Your Voicemail in the Primecall Portal
PrimecallVoIP’s online Primecall portal allows Users to check their extension’s voicemail wherever there is internet access. This is often quicker and easier than checking from the automated voicemail system accessible from the desk phone. Access ...
Primecall - Texting Through the Web Portal
Overview In our Primecall web portal, you can send and receive text messages for your company. Here are some important terms and concepts: Mobile App - We have a PrimeCall Mobile App that you can download on your cellphone, which will allow you to ...
Using Call Center Dispositions
Overview In a call center environment, it is important to understand the outcome and reason for inbound and outbound calls. Within the PrimeCall web portal, it is possible for agents to denote Call Disposition and Call Reasons as related to inbound ...
Primecall Call Center Agent
Logging Into the Primecall Web Portal Open a web browser and go to primecall.com. Google’s Chrome Browser is preferred for the Primecall Web Portal. The login will be the [user’s extension number] @ [the user’s domain]. For Example… extension number ...