Primecall Administrators
Linear Hunt 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. This type of queue is commonly used by businesses that have a ...
Tiered Round-Robin Queues
Note: The Tiered Round-Robin function was introduced in Primecall V43. Overview Round-Robin is a type of call queue that evenly distributes incoming calls one at a time depending on which user has not had a call in the longest amount of time. This is ...
Ring All Queues
Overview In a call center environment, there are many types of call queues that can be used to handle routing calls to groups of agents. One of these types of call queues is called a Ring All queue. Agents in a Ring All queue will all have their ...
Custom Call Center Agent Statuses
Scope: A user scope of a Call Center Supervisor or above, will be able to add and manage the statuses agents can select from when going offline temporarily. Managing Custom Agent Statuses By using custom statuses that differ from Primecall' ...
Create a Park Queue for Call Parking
Build a New Park Queue At some point, it may become necessary to have more park queues added to allow your users to park calls more selectively. By default, your account should have 3 parks queues already created that your phones' park line keys can ...
In-Queue Options - Call Queues
In-Queue Settings In the process of creating a call queue, there is a tab of settings that come becomes available for users managing call queues. This tab is called the In-Queue Options. Queue Ring Timeout The Queue Ring Timeout is how long the queue ...
Pre-Queue Options - Call Queues
Pre-Queue Settings While adding a call queue, there will be a Pre-Queue-Options tab full of settings that configure the selected call queue. The Pre-Queue Options determine what happens for callers before they are placed in the queue. Require Agents ...
Basic Options - Call Queues
Basic Settings The basic section of the call queue settings allows users to name and select the extension number of a newly created call queue. Name The Name field can be used to name the newly created call queue. Names of Extensions should avoid ...
Create and Manage Call Queues - Comprehensive User Guide
The Call Queues Page All call queue tasks are performed from the Call Queues page. To display this page, click the Call Queues icon on the menu bar: On the Call Queues page, you can create call queues, edit existing queues, and manage agents within ...
Creating a Call Queue - Quick Start Guide
Exploring the Call Queues Page All call queue tasks are performed from the Call Queues page. To display this page, click the Call Queues icon on the menu bar: The following figure shows an example of the Call Queues page. Quick Tip The Refresh button ...
Primecall- Auto Attendant Time Out Destination
Overview Scope: In order to update an auto attendant, a user scope of Site Manager or Office Manager is required. Basic users will not be able to access the Auto Attendant tab. Pre-Requisites: To follow this guide, an auto attendant must already be ...
Primecall- Set Up and Configure an Auto Attendant
What is an Auto Attendant? Instead of relying on an operator to answer and route callers, an Auto Attendant can be implemented to allow callers to listen to a prompt and select where their call should be routed using the dial pad menu of their ...
Primecall– Dial-By-Name Directory
Dial-By-Name Directory The Dial-By-Name Directory feature allows callers to contact employees by knowing their names. The directory is set up through the Primecall Web Portal and can include the first or last names of all employees. When the caller ...
Setting up a Holiday Auto Attendant
How Do I Set Up a Holiday Message? You can set up a holiday message using the instructions below. There are two parts to this process. Create The Holiday Auto Attendant Set Up the Call Routing You will need to have Office Manager Access or a user ...
Auto Attendant Options
Extra Options While setting up an Auto Attendant, there are extra settings that can be adjusted to fine-tune how the Auto Attendant acts. Click the gear icon on the right to pull up the Options modal where the basic and speech keyword settings can be ...
Auto Attendant Dial Pad Menu Options
Dial Pad Menu Options When setting up an Auto Attendant, users can configure certain options for the caller to follow when they use the Dial Pad Menu. To add in these options, click on a number to set the programming for that option to designate ...
Auto Attendants - Intro Greetings vs Menu Prompts
What is the Difference? In order for the Caller to know which options are available in an Auto Attendant, an audio file is usually played. These audio files come in the form of Menu Prompts and Intro Greetings. Intro Greeting The Intro Greeting will ...
Primecall- Answering Rules
What are Answering Rules? Answering Rules can be configured by each user through the Primecall Web Portal. Once logged in, users can navigate to the Answering Rules Tab. Users with Office Manager access are able to adjust other user’s answering rules ...
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. ...
Primecall Default Feature Codes
These are dialable codes are enabled for all businesses by default, but they can be turned off by request. Please reach out to Technical Support for more information about requesting default features to be modified. Dialable Feature Codes For ...
Primecall Basic Inbound Call Routing Guide
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. Set Up Your Inbound Call Routing Using the ...
Primecall Call Flow
Not all users will be able to use this feature. This feature requires the access of Call Center Supervisor or higher in order to be able to view. Overview The Call Flow feature is an extension of the Call Trace functionality that allows more users to ...
Personal Voicemail Timeout
When forwarding to an external number, Answering Rules ring timeout can be adjusted to control whether or not an unanswered call is managed by a user's PrimeCall voicemail inbox or the external number's voicemail inbox. You will need to know what the ...
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, ...
Renaming an Extension
If you have a new employee taking over an old employee’s extension, or simply would like to modify the name that appears on a user's phone, follow the directions below. The following can only be done by users who are set as Office Manager for their ...
User Picture - Gravatar
If you would like to have your picture displayed in the portal, then please follow the steps below. These pictures will be displayed in the portal contact pop-up, contacts list, Primecall Mobile Contacts list, Primecall Mobile Web contact list, and ...
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 ...
Set Up Voicemail to Email Notifications for Your Users
Configure Email Notifications for Voicemails Users with the Office Manager user scope are able to adjust the Email Notification settings for Users on their own account. Click on the Users Button. On the Users page, scroll or use the search bar to ...
Primecall- Change the Voicemail PIN for Users
Scope: This guide reviews features only available to Resellers, Office Managers, and Site Managers. Update a User's Voicemail PIN Primecall office managers can easily update any user's voicemail PIN, unlike Site Managers who are only able to update ...
Bulk Edit Users
Scope: This guide is intended for use by Call Center Supervisors, Site Managers, and Office Managers. Overview Users can be edited on an individual basis in the portal, but sometimes it is necessary to bulk edit several users at once. Using the Bulk ...
User Scopes for Primecall Users
User Scopes A user's view of the portal and the settings they can adjust are determined by their User Scope. These scopes have pre-defined names and privileges. Office Managers, Site Manager, and Call Center Supervisor have more flexibility regarding ...
Recycle Old Users into New Users
Recycle an Obsolete User If you have an old user that is not being used anymore, you can easily recycle the user to reuse that extension for a new user. This can help you avoid having to add a seat to your bill. To recycle an old user to save some ...
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 ...
Call Center Reporting
WARNING: Call Center Reporting is for Call Queues. Call Queues must have their Stats option set to 'Yes'. This will allow Primecall to collect statistics for the call queue. Some features may not be available to all users depending on their user ...
Email Reports for Call Center
This article contains information on setting up Email Reports for Call Center Reporting through the Primecall Web Portal. For more information about call center reporting, including definitions of category types, feel free to read this article. ...
Audio Monitoring
Scope: These audio monitoring features are only available to users with a scope of a Call Center Supervisor or higher. Basic Users are not able to monitor calls. Note: Join Call (Barge) / Listen Only are available on all calls (i.e., on-net to ...
Custom Call Center Agent Statuses
Scope: A user scope of a Call Center Supervisor or above, will be able to add and manage the statuses agents can select from when going offline temporarily. Managing Custom Agent Statuses By using custom statuses that differ from Primecall' ...
Making Sense of Primecall, A Visual Routing Admin Guide
Check a Phone Number's Routing The best place to start learning call routing in Primecall is the Inventory page. On this page, you can view the list of phone numbers available to your business, the way those numbers are treated, and their next ...