Primecall Administrators
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 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 ...
Push Call Recordings to a Virtual Drive
Overview Call recordings can be pushed to your cloud storage service nightly. Recordings of calls from before the set-up date are not guaranteed. Recordings from All Calls made will be pushed to the specified server. We are not able to pick and ...
Access Call Recordings in Primecall
Overview If call recordings are enabled, Pr 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 cost; ...
Call Flow
Scope: This guide is intended for Site Managers and Office Managers. To have the Call Flow tool enabled for Call Center Supervisors, please contact our technical support team. What is the Call Flow Feature? Call Flow is a call trace functionality, ...
Manage the Call History Page
View the Call History Page All call history tasks are performed from the Call History page. To access this page, click the Call History button. ✔ The Call History page will look similar to this: NOTE: Depending on your Access Level, your Call History ...
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 ...
Add a Caller ID Prefix to Inbound Calls for a Phone Number
Scope: Caller ID Prefixes can be added to phone numbers by Office Managers, Site Managers, and Resellers. What is a Caller ID Prefix? When a caller dials one of your phone numbers, agents will commonly see their caller ID before answering their call. ...
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 ...
Use Templates to Update the Layout of Multiple Phones
Manage Templates When there are a large number of phones in your Inventory, it may not be practical to edit the phones' configurations one-by-one. To make editing multiple phones easier, Configuration Templates can be used. Add or Copy and Edit a ...
Change a Phone's Directory Source
Access Phone Manager for a Phone To change a phone's Directory source, you will need to access the Phone Manager tool for a phone. To do so… Visit the Inventory section of Primecall. Select the Phone Hardware tab to view your phones. Click the Phone ...
Phone Manager Admin User Guide
Access Phone Manager To access Phone Manager to make changes… Log into Primecall. To see your phones, visit the Inventory section of Primecall. Click the Phone Hardware tab to view your phones. Use the Phone Manager Launcher To customize the layout ...
Set Up an Introductory Greeting for a Call Queue
Create an Introduction Message If you would like to have a message play before a caller enters into a call queue… Navigate to navigate to the Call Queues page. Click the Edit MOH icon for the queue that needs an intro message. Click the Add ...
Add Messages to a Call Queue's Music on Hold
Create a Message for Callers Waiting in Queue You may find it useful to create messages for your callers to hear while they are waiting in your queues. These messages could be advertisements, warnings, comfort messages, and much more. To create a ...
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 ...
Customizable MOH - Messages
Overview This article provides a detailed overview of the new Messages section of our updated Music on Hold (MoH) page available in the Portal from the PrimecallV43 update. A couple of these improvements include a new Messages Section, an updated ...
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 ...
Inheritance in the Music on Hold Page
Inheritance Music and messages are inherited separately. One can be inherited without the other and vice versa. The more granular the level; the higher the priority. Continue reading for important clauses and things to remember. Randomize and Time ...
Music On Hold - Updated for v43
New Music on Hold Features One of the improvements implemented into the MoH section is the ability to customize the flow of your Music on Hold. Messages can be added that act as announcements. These messages play in between the songs being played as ...
Primecall– Shared Contacts
Scope: Office Managers and Call Center Supervisors will be able to use the Shared Contacts feature. To allow Site Managers and other specific users to see Shared Contacts, feel free to reach out to our technical support team. Manage Shared Contacts ...
The Dial-by-Name Directory's Recorded Name
What is the “Recorded Name”? In Primecall, a Recorded Name is an audio file that is treated as a type of greeting by the phone system for dial-by-name directories. When a caller dials the three numbers associated with the agent they are looking for, ...
Primecall- Block a Number from Calling a User
Block a Number for a User Navigate to the Answering Rules tab. ✔ Clicking on Answering Rules will pull up that user's routing rules: Click the Allow/Block button. ✔ Doing this will pull up the Allow/Block menu: In the BLOCKED NUMBERS section, type ...
Primecall- Block a Phone Number from Calling Your Business
Scope: In order to make the updates outlined in this guide, you will need Office Manager or Site Manager permissions. Implementation To block certain callers from placing inbound calls to your whole business, Navigate to the Users tab. Scroll or use ...
Set Up Call Forwarding for Your Holidays
Scope: Office Managers and Site Managers will be able to adjust the Answering Rules and Time Frames for their organization and all users. Basic Users can adjust their own Answering Rules and Time Frames. Create a Holiday Time Frame In order for the ...
Schedule Holiday Hours in Primecall
Scope: Office Managers and Site Managers will be able to adjust the Time Frames for their organization and all users. Basic Users can only adjust their own Time Frames. Create a Holiday Time Frame Navigate to the Time Frames page. Click on the name ...
Forwarding to an international number
Inventory → Phone Numbers → Treatment → PSTN Number Auto Attendant → External Number Yealink Phone Menu → Forward Always This is an excellent option if you're not an Office Manager (admin) scope user. Forwarding to an international number does not ...
Forward Your Own Phone's Calls
Overview Primecall offers many ways to forward calls. This can be for emergencies such as power outages, or when you are simply away from your main phone for an extended period of time. This article goes over some of the most used ways to forward ...
Temporary Call Forward
Scope: Functions featured in this guide are only available to Office Managers. Implementation Quick Tip: To implement and adjust a Temporary Forward, you can access the Primecall portal from any device on any network. If you lose power or if you lose ...
Set Up an Emergency Forward
Scope: In the Primecall Web Portal users with a scope of Site Manager and Office Manager will be able to make this change. WARNING: Calls that process through this forwarding will not appear in the Call History section of the Primecall Web Portal. ...
Forward Your Number
Implementation Step 1: Add a Time Frame To add a forwarding rule into your routing, you will need to make a Time Frame. To do so… Navigate to the Time Frames page. Click the Add Time Frame button. Name the time frame you are creating something that ...
Primecall - Conference Bridge Settings
Scope: The information in this guide is intended for use by Resellers, Office Managers, and Site Managers. Users with a lower scope will not be able to access the Conferences page of Primecall. Configure and Edit a Conference Bridge When you are ...
Primecall– Conference Bridges
A user must be created before adding a conference. Typically, a special user and dedicated number (DID) will be assigned to a conference bridge or bridges. This allows the user to manage a conference without interrupting normal communication. ...
Set Up an Introductory Greeting for a Call Queue
Create an Introduction Message If you would like to have a message play before a caller enters into a call queue… Navigate to navigate to the Call Queues page. Click the Edit MOH icon for the queue that needs an intro message. Click the Add ...
Set Up an Offline Failover for a Call Queue
Overview In the event of an outage, such as those due to Electricity or Internet Service Provider issues, the Call Queues can be set up to automatically forward phone calls to a preassigned destination. This will allow calls to continue coming into a ...
Callback Feature
Call Queue Callback is a feature that allows a caller in a queue to request a callback from the next available agent. This feature holds the caller’s place in the queue until an agent is available. In a Call Center environment, this feature has been ...
Prioritize Calls Waiting in Queues
Scope: This feature is only available to users with a user scope of Call Center Supervisor or higher. Call Center Agents cannot prioritize calls. Note: The ability to prioritize calls that are waiting in queues was introduced in Primecall V43. ...
Working with Call Queue Agents
Managing a Call Queue's Agents The Call Queues page allows you to Add, Convert, Edit, and Delete agents from call queues. From the Call Queues page, hover over the call queue, and then click the to the right of the queue to add an agent or manage ...
How to Add and Remove Agents from Call Queues
In order to perform these actions, you must be logged in as an Office Manager or Call Center Supervisor. If you are unsure of how to log in or do not have a login yet, please view this linked article for more information. How to Locate the “Call ...
Linear Cascade Queues
Overview A Linear Hunt is a type of call queue where agents are rung in a pre-defined order. These priorities for the agents are set when agents are added to the queue after its creation. A Linear Cascade follows the same principle with the exception ...
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