# Introduction

This Admin Manual describes how to use various features of Cebod Telecom Cloud based phone system. They include getting new phone numbers and new lines, managing IVR, adding user extensions, and more.

Cebod Telecom's business phone system empowers your business with cost effective, reliable, enterprise-level voice quality, business PBX features, local and long distance calling, and Internet service with *online account management*. 

Various phone service plans and pricing are available at *no additional cost*, which avoids putting financial burden on your already-tight budget. 

Cebod Telecom's phone system can become operational in *less than 5 minutes*. 

You can get phone lines with either toll free or local numbers, or both, setup greetings, extensions, IVR, and call forwarding options using our *easy to use online webportal.* 

Your phones are automatically setup using our simple *plug-and-play phone system.*


# Customer Onboarding

Thank you for choosing Cebod Telecom! We are delighted to have you on board. 

At Cebod Telecom, we are committed to meeting all your communication needs and delivering top-notch cloud-based telephony solutions.

This document is designed to guide you through the onboarding process and provide you with essential information to get started with our services.

## Getting Started

**Account Setup**: Access your account details, settings, and more by logging into your user dashboard at [portal.cebodtelecom.com](https://portal.cebodtelecom.com).

## Billing & Payments

View and manage your invoices. check charges, payments, and voucher usage.

* [Invoices](/new/my-account/invoices)
* [Add Balance](/new/my-account/add-balance)
* [Payments](/new/my-account/payment-history)
* [Vouchers](/new/my-account/vouchers)

## Reporting

Track your communication data, including calls, SMS, fax, and voicemails, through our detailed reporting features.

* [Active Calls](/new/activities/active-calls)
* [Call Records](/new/activities/call-records)
* [Fax Records](/new/activities/faxes)
* [SMS Records](/new/activities/sms-records)
* [Voicemails](/new/activities/messages)

## Call Flow & Features Setup

Optimize your call flow & harness powerful features for enhanced communication.

* [Auto-Attendant / IVR ](/new/manage-phone-system/ivr-auto-receptionist)
* [E911 ](/new/tools-settings/add-911-address)
* [SMS ](/new/tools-settings/sms)
* [SetupCall Center / Queue ](/new/manage-phone-system/call-center/queue)
* [Manage Devices ](/new/manage-phone-system/manage-devices)
* [Time-Based Routing](/new/manage-phone-system/time-conditions)
* [Call or Ring Group ](/new/manage-phone-system/manage-groups)
* [Manage Phone Lines ](/new/tools-settings/manage-phone-lines)
* [Users or Extension](/new/manage-phone-system/users-extensions)

## Tools & Documents

Access our comprehensive instruction manual with step-by-step guides on [voicemail setup](/overview/voicemail), [active call features](/features/manage-phone-features), [app installation](/overview/cebod-telecom-free-applications), and more.

## Contact Information

<mark style="color:red;">**Sales**</mark>: Call <mark style="color:red;">**800-839-3817**</mark> <mark style="color:red;">**Option 1**</mark> or send email at <mark style="color:red;">**<sales@cebodtelecom.com>**</mark>

<mark style="color:red;">**Porting Order**</mark>: Call <mark style="color:red;">**800-839-3817 Option 2**</mark> or send email at <mark style="color:red;">**<porting@cebodtelecom.com>**</mark>

## Technical Issues Support

### Level 1

*Got a technical issue? No problem contact our tech support.*&#x20;

**Call&#x20;**<mark style="color:red;">**800-839-3817 Option 2**</mark>**&#x20;or send an email to&#x20;**<mark style="color:red;">**<support@cebodtelecom.com>**</mark>

### Level 2

*After 24 hr of no response or 48 hr of no resolution*

<mark style="color:red;">**Contact your Account Manager via Email or Call.**</mark>

### Level 3

*After 48 hr of no response or 72 hr of no resolution*

<mark style="color:red;">**Call 949-471-0101 or 949-741- 0102**</mark>


# FAQs (Frequently Asked Questions)

## Setup Voicemail or Record Voicemail Greetings&#x20;

Dial \*98 from any extension in the office followed by your extension number when prompted or just enter your extension number from your phone Enter the extension number and voicemail password (Default VM password is extension number) Press 5 to access advanced options Press 1 to Record Greeting (Option to record and save 9 different greetings)

## Accessing Voicemail Messages

There are 3 ways in which you can access your voicemail.&#x20;

Method 1: Dial \**98 from any extension in your office and enter your mailbox number and voicemail password.*&#x20;

*Method 2: Press the voicemail button on your telephone or dial your extension and enter your voicemail password.*&#x20;

*Method 3: Call your extension from any phone. When your voicemail picks up, Press “\**”. The system will ask for your extension number and then voicemail password.&#x20;

## Call Forwarding to an Extension or External Number

* Call Forwards Always from Extension Press \**72 followed by the extension or the Phone Number to activate and Press \**&#x37;3 to deactivate&#x20;
* Call Forwards No Answer from Extension Press \**74 followed by the extension or the Phone Number to activate and Press \**&#x37;5 to deactivate
* Call Forward when Busy from Extension Press \**76 followed by the extension or the Phone Number to activate and Press \**&#x37;7 to deactivate
* Call Forward from the Main number to an External number Press \**78 followed by the extension or the Phone Number to activate and Press \**&#x37;9 to deactivate

## Call Transfer: Blind, Attended & Forward to Voicemail&#x20;

* Blind Transfer - Press \*1 followed by extension or any phone number&#x20;
* Attended Transfer to internal extension number – Press \*4 followed by extension number&#x20;
* Attended Transfer to external number – Press \*7 followed by the 11-digit Phone Number&#x20;
* Transfer an active call directly to VM – Press \*5 followed by the extension number of the user&#x20;

## Call Center

* Agent Login - Dial \*41&#x20;
* Agent Logoff - Dial \*42&#x20;
* Agent On Break - Dial \*43&#x20;
* Agent Available on Demand - Dial \*44
* Join Call Queue **-** Dial \* 51 and Enter Queue #of the queue to join on the prompt
* Leave Call Queue **-** Dial \* 52 and Enter Queue # on the prompt
* Pickup Call Waiting in a Queue **-** Dial \*53


# Dashboard

Dashboard gives the brief overviews of most Recent Faxes, Recent Messages, and Recent Calls.

![](https://lh6.googleusercontent.com/27dBD6E2eYdsYsf2vuF_eBE4DffER0X9M9uD38oG6vT0VDTCqNE123mpcEr0J0CGZdHFFUH-z7m8EAt_9UW3VQkKKv5RNTCZYmk8yS6JzoQOgajw55iP4S1TbTeBT4wvu05PlDgX)

![](https://lh6.googleusercontent.com/PhkwvnNoVkWUFrPzdXgo19BhmNbF5tI7w2lBD-wtsVAR21aKNIz_wAz6Vyj9q1mOr30n5CAy0d1WHq5WzfNjzAXMjr_oKiCdSBB4DJFF-eCkT0mTSntggNtJAKAs32pWciqc-B0f)


# Quick Setup

The Quick Setup page provides a guided checklist to help you complete the initial configuration of your Cebod Telecom account and phone system.

Upon account creation, the Quick Setup page welcomes you and walks you through the essential steps required for basic phone setup.

* **Pending Steps** are highlighted in **grey (disabled)**, indicating that action is still required.
* **Completed Steps** are shown in **green**, confirming successful configuration.

This structured setup process ensures that all required configurations are completed in sequence, helping users quickly get their phone system up and running.

<figure><img src="/files/aJLN65CxaVSbuvbIxmX1" alt=""><figcaption></figcaption></figure>


# Refer Your Friends

The Referrals Program page allows users to invite others to join Cebod Telecom using your unique referral link.

When someone signs up using your referral link, the system tracks the referral to ensure it is properly credited to your account.

<figure><img src="/files/m19QqNUADNsTW1TUxhdC" alt=""><figcaption></figcaption></figure>

**Tracking Details:**

* **Email:** The email address of the referred person.
* **UUID:** A unique identifier assigned to each referral.
* **Registered or Not:** Status showing whether the referred person has completed registration.
* **Date:** The date the referral was created or tracked.

This feature makes it simple to share your referral link, monitor activity, and confirm whether referred contacts have successfully registered.


# Activities

The **Activities** tab provides a centralized view of user, system, and AI-driven interactions across your account. It includes detailed logs and records for calls, AI conversations, text-to-speech operations, email reports, and other communication-related events.

This section helps administrators and users monitor activity, analyze trends, and access historical data for reporting and troubleshooting purposes. Each sub-section offers filtering, download, and detailed view options to simplify oversight and audit tasks.

{% content-ref url="/pages/-LYXM3TUrWZqi20UZ0F7" %}
[Call Report](/new/activities/call-records)
{% endcontent-ref %}

{% content-ref url="/pages/dehCOdyrBBqYEaUnG4Gz" %}
[Activity Dashboard](/new/activities/activity-dashboard)
{% endcontent-ref %}

{% content-ref url="/pages/yYtXbjOas8F24dYlFJpd" %}
[Custom Reports](/new/activities/custom-reports)
{% endcontent-ref %}

{% content-ref url="/pages/qnptJiYjjchu2P8QCVUm" %}
[Call Transcription](/new/activities/call-transcription)
{% endcontent-ref %}

{% content-ref url="/pages/h4bS0Fg9SYudg7Ei81ZG" %}
[AI Conversations](/new/activities/ai-conversations)
{% endcontent-ref %}

{% content-ref url="/pages/-LYXMBoEx05bpRGIsT3G" %}
[Messages](/new/activities/messages)
{% endcontent-ref %}

{% content-ref url="/pages/-LYXKjIteO8WLIDLuMd5" %}
[SMS](/new/activities/sms-records)
{% endcontent-ref %}

{% content-ref url="/pages/5vM8YaC4ZOqENg2aExyI" %}
[Text to Speech](/new/activities/text-to-speech)
{% endcontent-ref %}

{% content-ref url="/pages/-LYXMEhHegpIKz86-zBd" %}
[Faxes](/new/activities/faxes)
{% endcontent-ref %}

{% content-ref url="/pages/-LYXMHgkLzMSnluP\_LRv" %}
[Active calls](/new/activities/active-calls)
{% endcontent-ref %}

{% content-ref url="/pages/9YqsbuYXClCIgCHDC1Am" %}
[Email Reports](/new/activities/email-reports)
{% endcontent-ref %}


# Call Report

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**Call Report**</mark>
{% endhint %}

This section shows all the call records for all the Phone Numbers that are made or received during the day. If the call recording feature is enabled for a particular Phone Number, then you can also listen or download the recording from here.

You can click **Show Advance Search** to filter your search result based on various parameters like date, time and others.

<figure><img src="/files/DzmuUvgoWoRdkYi1StCZ" alt=""><figcaption></figcaption></figure>

You can filter the call data based on different criteria to get customized call details. Please refer to below mentioned options as different filters are explained based on marked numbers.

<figure><img src="/files/pvFXTxTnOqSRfFzpOoWu" alt=""><figcaption></figcaption></figure>

1. Date & Time - Here you can select a date and time frame to filter call records.
2. Call Cost - This option can be used if you want to filter calls by call charge.
3. Call Status - A incoming call can be in two states connected and not connected.&#x20;
4. Phone: This the phone number from which you receive the call.
5. Caller ID: Search call with a caller ID.
6. Connected To: To filter call based on where it connected, VM, IVR, Extension or group.
7. Direction: It can be incoming or outgoing.
8. Queue: If you are using a call center then you can select queue to filter calls.
9. Here you have option to filter call on based on following options.
   1. All Calls: Shows all the calls.
   2. Abandoned Calls: Any incoming call that was disconnected before being answered or connected to voicemail.
   3. Not Answered: Any incoming call, that is not answered and went to voicemail.

You can also download the searched result in .csv format by clicking the Download .CSV button

<figure><img src="/files/6yNQ0A96yW3yMjYLyNsz" alt=""><figcaption></figcaption></figure>


# Activity Dashboard

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**Activity Dashboard**</mark>
{% endhint %}

The *Activity Dashboard* provides a real-time overview of call centre performance using a card-based layout. By default, it displays a summary of the primary call centre.

#### Overview Card Widget

<figure><img src="/files/9BGBHYVrdb2FWYT2tzwm" alt=""><figcaption></figcaption></figure>

Each card widget includes the following metrics:

* **Total Agents**
* **Agents Logged Off**
* **Agents on Break**
* **Agents Available**
* **Total Calls Ringing**
* **Calls on Hold**
* **All Calls**: Click the icon to expand and view detailed call data in a pop-up.
* **Incoming Calls**: Expandable view to show all active inbound calls in a pop-up.
* **Outgoing Calls**: Displays all ongoing outbound calls in a pop-up.

#### Multi-Call Centre Monitoring

For organisations managing multiple call centres, the dashboard allows the addition of separate views for each centre:

* Click the **Copy** icon on an existing card.
* Choose the desired call centre from the dropdown menu.
* A new card with metrics for the selected call centre will appear.

To remove a view, click the **Delete** icon on the respective card.

#### Data Refresh

All metrics displayed on the dashboard are auto-refreshed every 30 seconds to provide near real-time visibility into call centre operations.


# Custom Reports

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**Custom Report**</mark>
{% endhint %}

The *Custom Report* feature allows users to generate reports based on specific filters, including Extension, Group, Queue (Call Centre), Phone Number, and Country. Reports can be filtered by a selected date and time range.

#### Summary Overview

The summary section provides a quick view of key metrics:

* **Total Calls**
* **Total Incoming Calls**
* **Total Incoming Calls Answered**
* **Total Incoming Calls Answered by Others**
* **Total Incoming Calls Not Answered**
* **Other Missed Incoming Calls**
* **Total Incoming Minutes**
* **Total Outgoing Calls**
* **Total Outgoing Minutes**

#### Detailed Report

The detailed view lists activity by extension, with the following columns:

<figure><img src="/files/TVuoEUHbAfYE1g4QCdFf" alt=""><figcaption><p>This is a report run between 07/24/2025 - 07/30/2025, by Queue "Support"</p></figcaption></figure>

> *Note: The first column (Extension) is a clickable hyperlink.*

#### Drill-Down Feature

Clicking an extension in the detailed report opens a new page displaying all call records associated with that extension. This allows users to review call logs in greater depth.


# Call Transcription

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**Call Transcription**</mark>
{% endhint %}

The *Call Transcription* page displays all recorded calls that have been transcribed. It provides both a high-level summary and a detailed breakdown of each call.

#### Summary Overview

The summary section displays the following information:

<figure><img src="/files/xBJzvPkkx7o9d4DD6IGj" alt=""><figcaption></figcaption></figure>

* **Total Calls:** The total number of calls which are transcribed.
* **Custom Keywords:** The total number for the user-defined custom keywords like Sales, Support, Demo, etc.
* **Keyword-Based Call Distribution:** The total number for keyword-based call distribution
  * With Keywords
  * Without Keywords
  * All Calls
* **Sentiment Analysis:** The total number for the sentiment for Neutral / Negative / Positive
* **Call Types:** The total number with call type like Support Calls (User defined)&#x20;
* **Follow-Up Required:** Total number of follow-ups
  * Yes
  * No
* **Total Cost -** The total cost of transcribed calls.

#### Detailed View

Each call entry includes the following details:

<figure><img src="/files/omvnmJLEmZokUtTnkElL" alt=""><figcaption></figcaption></figure>

> *Note: The “Date & Time” field is a clickable link. Clicking it will open a detailed view of the call along with the full transcription.*

#### Filters

Click the **"Show Advanced Search"** button to open the filter menu on the right. You can filter data using the following options:

* Date & Time
* Keywords
* Sentiment
* Call ID
* From Number
* To Number

#### Export

To export the data, click the **"Download as CSV"** button located at the bottom right corner of the page.

How to Transcribe call/Enable Call Transcription Feature


# Transcribe Call / Enable Call Transcription by Default

> <mark style="color:red;">**Note: Calls must be recorded in order to use the transcription feature.**</mark>

#### 1. Transcribe Calls Manually

If a call has been recorded, you can manually transcribe it from the CDR (Call Detail Records) page:

* Navigate to **Activities > Call Logs (CDR)**.
* Click the **Date & Time** hyperlink of the desired call.
* You will see a **Transcribe Call** option (as shown in the screenshot).
* Click it to generate the transcription for that specific call.

<figure><img src="/files/IGy5npyT00rYcJ1AD2vN" alt=""><figcaption></figcaption></figure>

#### 2. Enable Automatic Transcription for All Calls

To automatically transcribe all recorded calls:

* Go to **Tools > Settings > Global Settings**.
* Enable the option: **Call Transcript**.
* You will also have the option to enable transcription based on one or more **Custom Keywords**.

<figure><img src="/files/UZWRKBpk052RPLMcLheb" alt=""><figcaption></figcaption></figure>

#### Viewing Transcribed Calls

All transcribed calls can be viewed under:\
**Activities > Call Transcription**


# AI Conversations

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**AI Conversations**</mark>
{% endhint %}

This page displays records of AI-driven conversations conducted via **chatbot** or **SMS**.

**Displayed Information:**

<figure><img src="/files/yVQNxscb5hOfCQH2UZLq" alt=""><figcaption></figcaption></figure>

| Column              | Description                                                                                                         |
| ------------------- | ------------------------------------------------------------------------------------------------------------------- |
| **Agent Ext.**      | Extension or identifier of the AI agent handling the conversation.                                                  |
| **Summary**         | A brief overview of the AI conversation.                                                                            |
| **Contacts**        | Associated contact or user involved in the conversation.                                                            |
| **Intent**          | User-defined intent identified during the conversation.                                                             |
| **Sentiment**       | Detected sentiment: *Neutral*, *Positive*, or *Negative*.                                                           |
| **Product**         | Custom product or service associated with the interaction.                                                          |
| **Action Required** | Indicates if follow-up action is needed (*Yes* or *No*).                                                            |
| **Chatbot Type**    | Type of channel used: *Chatbot* or *SMS*.                                                                           |
| **Date**            | Date and time of the conversation. This field includes a hyperlink to view full conversation details in a new page. |

**Available Filters:**

<figure><img src="/files/vVkPL3SihLXNfLEOIGSP" alt="" width="149"><figcaption></figcaption></figure>

* **Date and Time:** Filter records within a specific time range.
* **Chatbot Type:** Choose between *Chatbot* or *SMS*.
* **AI Agent:** Filter by specific AI agent.
* **Intent:** Filter by user-defined intent.
* **Sentiment:** Filter conversations by sentiment (*Positive*, *Neutral*, *Negative*).

The AI Agent conversation summary will look like the screenshot below.<br>

<figure><img src="/files/SD184x0yC9z1SXkOyvEq" alt=""><figcaption></figcaption></figure>


# Messages

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**Messages**</mark>
{% endhint %}

This shows the record of all the voicemails that are received in the Phone Numbers. You can filter your search and get a Voicemail Summary Report for the day you want.

![](https://lh5.googleusercontent.com/b2PK2J59PpHUy8LyWolCyJIrg0F5GT-AUYMs0cGvu5Fm4pgU8ew2RIEmTbY7BEDttoLbVrGCXn5wx4IUMshYnx9CHtSzv5J0jieIm8Pvhi0PcFSUBd7Orn0xO_vYxNZNlHZwPIWS)


# SMS

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**SMS**</mark>
{% endhint %}

The **SMS Records** page provides a detailed log of all SMS and MMS activity associated with your account. It allows you to monitor sent and received messages, delivery status, message content, costs, and other related information. This page also includes summary statistics, advanced filtering, and export options for reporting and troubleshooting.

***

### Summary Dashboard

At the top of the page, a summary panel provides a quick overview of SMS activity for the selected date range.

<figure><img src="/files/ELNxWPoor1GMMhDR3i39" alt=""><figcaption></figcaption></figure>

<table data-search="false"><thead><tr><th>Field</th><th>Description</th></tr></thead><tbody><tr><td><strong>Total Number of SMS</strong></td><td>Total number of SMS records during the selected period.</td></tr><tr><td><strong>Total SMS Delivered</strong></td><td>Number of successfully delivered SMS messages.</td></tr><tr><td><strong>Total SMS Sent</strong></td><td>Total outbound SMS messages sent from your account.</td></tr><tr><td><strong>Total SMS Failed</strong></td><td>Number of SMS messages that failed to send or deliver.</td></tr><tr><td><strong>Total SMS Pending</strong></td><td>SMS messages that are still awaiting delivery confirmation.</td></tr><tr><td><strong>Total SMS Received</strong></td><td>Total inbound SMS messages received.</td></tr><tr><td><strong>Total Cost</strong></td><td>Total messaging cost for the selected period.</td></tr></tbody></table>

***

### Filters

<figure><img src="/files/sk9sDQS8vyexHxCEZPB6" alt=""><figcaption></figcaption></figure>

You can filter SMS records using the **Advanced Search** option.

Available filters include:

* Date and Time Range
* Sender Number
* Receiver Number
* Status
* Direction
* UUID

Applied filters are displayed above the results table and can be removed individually or by clicking **Reset**.

***

### Available Actions

* **Advanced Search** – Apply detailed filters to locate specific SMS records.
* **Download CSV** – Export the filtered SMS records as a CSV file.
* **Delete** – Delete selected SMS records.
* **Search** – Quickly search records displayed in the table.

***

### SMS Record Fields

<figure><img src="/files/i7QaXCFccg07YyJSEAM0" alt=""><figcaption></figcaption></figure>

<table data-search="false"><thead><tr><th>Field</th><th>Description</th></tr></thead><tbody><tr><td><strong>Sender</strong></td><td>Phone number that sent the SMS.</td></tr><tr><td><strong>Sender Name</strong></td><td>Display name associated with the sender.</td></tr><tr><td><strong>Receiver</strong></td><td>Destination phone number.</td></tr><tr><td><strong>Receiver Name</strong></td><td>Name associated with the receiving number, if available.</td></tr><tr><td><strong>UUID</strong></td><td>Unique identifier assigned to the SMS transaction.</td></tr><tr><td><strong>Message</strong></td><td>SMS message content. Long messages are truncated in the list view.</td></tr><tr><td><strong>Cost</strong></td><td>Cost associated with sending the SMS.</td></tr><tr><td><strong>Status</strong></td><td>Current delivery status of the message (Delivered, Received, Pending, Undeliverable, Failed, etc.).</td></tr><tr><td><strong>Direction</strong></td><td>Indicates whether the message is <strong>Inbound</strong> or <strong>Outbound</strong>.</td></tr><tr><td><strong>Date</strong></td><td>Date and time when the SMS was processed.</td></tr><tr><td><strong>Count</strong></td><td>Number of SMS segments used for the message. Long messages may be divided into multiple segments.</td></tr><tr><td><strong>Length</strong></td><td>Total character count of the message.</td></tr><tr><td><strong>Encoding</strong></td><td>Character encoding used (for example, GSM-7 or Unicode/UCS-2).</td></tr><tr><td><strong>MMS</strong></td><td>Indicates whether the message contains multimedia content.</td></tr><tr><td><strong>Reply</strong></td><td>Allows users to reply directly to the SMS message.</td></tr></tbody></table>

***

### Additional Information

#### Status Details

The **Status** field is clickable.

<figure><img src="/files/vBd7S2nhCLY9b74Brewm" alt=""><figcaption></figcaption></figure>

Clicking on a status opens a detailed view containing additional delivery information, including:

* Server Response Time
* Forward To
* Data (Payload)
* Server Response
* Other diagnostic information

This information is useful when troubleshooting SMS delivery issues.

***

#### MMS Preview

When an SMS contains multimedia content, the **MMS** column provides a preview option.

<figure><img src="/files/4s7F7DMjjXDuFHjNtxMu" alt=""><figcaption></figcaption></figure>

Clicking the **MMS** icon opens a pop-up window displaying:

* MMS media preview
* Media URL

***

#### Message Content

If the message content is too long to display completely in the table, hovering your mouse over the SMS shows the complete SMS content.

***

### Typical SMS Statuses

* **Delivered** – The message was successfully delivered to the recipient.
* **Received** – An inbound message received by your system.
* **Pending** – The message is waiting for delivery.
* **Undeliverable** – The message could not be delivered by the carrier.
* **Failed** – The message failed during processing or transmission.

***

### Common Use Cases

* Monitor inbound and outbound SMS activity.
* Verify message delivery status.
* Troubleshoot failed or undeliverable messages.
* Review MMS attachments.
* Export SMS records for reporting or compliance.
* View carrier payload information for delivery diagnostics.


# SMS/MMS Message Length

### Message Content Length

* **GSM7 (7-bit) = 160 characters maximum.** For longer multipart messages, a User Data Header (UDH) is added to the message to instruct the receiving device on how to reassemble the message, resulting in a maximum of 153 characters for the body of the message.

Supported by standard English letters, numbers, and common symbols.

```
Hello John! Your appointment is confirmed for tomorrow at 10:30 AM. Please reply YES to confirm or call us at 800-xxx-1234 if you need assistance
```

Character count: 160

* **Latin1 (8-bit) = 140 characters maximum.** For longer multipart messages, a User Data Header (UDH) is added to the message to instruct the receiving device on how to reassemble the message, resulting in a maximum of 134 characters for the body of the message.

Typically used for Western European languages containing accented characters such as é, à, ü, ñ, etc.

```
Bonjour André, votre réservation est confirmée. Présentez-vous à 14h00. Merci et à bientôt. Café réservé pour vous.
```

Character count: Approximately 140

* **UCS-2 (16-bit) = 70 character maximum.** For longer multipart messages, a User Data Header (UDH) is added to the message to instruct the receiving device on how to reassemble the message, resulting in a maximum of 67 characters for the body of the message.

Used when the message contains Unicode characters such as Chinese, Japanese, Korean, Arabic, Hindi, or emojis.

Example using Hindi:

An example close to the 70-character limit:

```
नमस्ते! आपकी अपॉइंटमेंट कल सुबह 10 बजे है। कृपया समय पर पहुँचें। धन्यवाद।
```

Character count: Approximately 68–70 Unicode characters

**Any message segment which has been broken up from a single message due to length will be**\
**treated as a single message, as will be messages to multiple recipients.**


# Text to Speech

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**Text to Speech**</mark>
{% endhint %}

This page displays a log of all **Text-to-Speech (TTS)** conversions performed from your account. Each entry provides detailed information about the audio file generated from a text input.

**Displayed Fields:**

<figure><img src="/files/eKjpOiqv5jkLaMksaQxe" alt=""><figcaption></figcaption></figure>

| Field                  | Description                                                                                                               |
| ---------------------- | ------------------------------------------------------------------------------------------------------------------------- |
| **Engine**             | The TTS engine used for conversion (Neural/Standard).                                                                     |
| **Language**           | Language code or name selected for speech synthesis (e.g., `en-US`).                                                      |
| **Voice ID**           | The specific voice selected for speech output (e.g., `Joanna`, `Matthew`).                                                |
| **Volume**             | Volume level used during synthesis (e.g. Default).                                                                        |
| **Rate**               | Speaking rate of the voice (e.g., `slow`, `medium`, `fast`, or percentage adjustment).                                    |
| **Pitch**              | Pitch setting used to alter the voice’s tone (e.g., `low`, `medium`, `high`).                                             |
| **Record Text**        | The actual text content that was converted to speech.                                                                     |
| **Record Text Length** | Number of characters or words in the record text, depending on system design.                                             |
| **Cost**               | Cost incurred for generating the speech file, based on engine pricing and text length.                                    |
| **File**               | Option to play and listen to the audio file.                                                                              |
| **Created At**         | Timestamp indicating when the TTS conversion was created.                                                                 |
| **Action**             | Available actions such as download(Download button to the generated audio file) and add this file to the recording module |

If no data is available, the message **"No matching records found"** will be displayed.


# Faxes

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**Faxes**</mark>
{% endhint %}

The system allows you to send electronic fax (e-Fax) right from your account. A record of all these faxes is shown here.

![](https://lh3.googleusercontent.com/lt-JlzrgucZAtuU74heJDJOzBsgK66DzKuOEG3uWUPCxJ-PpIr0dFNa1SjkTDF2PUa1_QZ4F92SbdYRG1p0DtjDkTUwmREorfpL90hLID0XgfcwCyhpGUYCLKYaGmxUdkcbTW6Fn)


# Active calls

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**Active Calls**</mark>
{% endhint %}

This will show all the ongoing calls at that moment. You can set the default refreshing data time to 30 sec or 10 Sec.

![](https://lh3.googleusercontent.com/lECEwhGTD_ZN4FXLEbQcWjRt5VodTr-vOjvTaUzlKRtfdfSLHUzm7mhoH8Q-p964ZS-DxDOE0W7L3tfXWwkGBL3_zvcqYCDtlADhv5F-fYvDxRdUB23uShlNarG1V1iXfNXZ5kw9)


# Email Reports

{% hint style="info" %} <mark style="color:red;">**Location: Activities**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**Email Reports**</mark>
{% endhint %}

This page allows users to **view, create, and manage automated email reports** that are sent on a scheduled basis according to configured parameters.

**Purpose:**

Use this page to automate the generation and delivery of reports containing call and system data, such as transcribed calls, international calls, and activity by extension/agent or phone number or the call centre.

<figure><img src="/files/WGDvN2WRghmYi1F3WK18" alt=""><figcaption></figcaption></figure>

***

**Creating a New Email Report:**

Click **"Create New"** to configure a scheduled report. The following parameters must be specified:

| Field                       | Description                                                                                                                                                                             |
| --------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Report Name / Title**     | A custom title for the report to easily identify it.                                                                                                                                    |
| **Report Format**           | Choose the format of the report output: `PDF`, `CSV`, or `Both`.                                                                                                                        |
| **Transcribed Calls**       | Checkbox to include data from transcribed calls in the report.                                                                                                                          |
| **International Calls**     | Checkbox to include data related to international calls.                                                                                                                                |
| **Generate Report For**     | Multi-select checkboxes to define the scope of data: - **Extension** (All or custom selection) - **Call Center** (All or custom selection) - **Phone Number** (All or custom selection) |
| **Frequency / Report Type** | Dropdown to choose how often the report should be sent: `Daily`, `Weekly`, or `Monthly`.                                                                                                |
| **Number of Days**          | Input field to specify how many days' worth of data the report should include.                                                                                                          |
| **Recipients**              | One or more email addresses where the report will be delivered.                                                                                                                         |

***

**Additional Features:**

* **Create New:** Launches the form to set up a new email report.
* **Download History:** Opens a list of previously generated reports available for download.

***

Below are some screenshots of the sample email reports.

1. **Call Center Report (Included in Email Reports)**

   This report provides a simplified overview of call center agent performance, focusing on overall call handling metrics.

<figure><img src="/files/T2kEOkegc7iCSR2xvK8k" alt=""><figcaption><p>Call Center sales Report 2025-07-23 - 2025-07-29</p></figcaption></figure>

**Report Fields Explained:**

| Field                             | Description                                                                            |
| --------------------------------- | -------------------------------------------------------------------------------------- |
| **Agent**                         | The name or extension of the call center agent.                                        |
| **Total Calls**                   | Total number of calls handled by the agent (inbound, outbound, and internal combined). |
| **Total Time (H:M:S)**            | Total duration of all calls handled by the agent.                                      |
| **Average Time on Calls (H:M:S)** | Average duration per call.                                                             |
| **Average Ring Time (Sec)**       | Average time (in seconds) it took the agent to answer incoming calls.                  |
| **Busy**                          | Number of calls where the agent's line was busy.                                       |
| **Missed**                        | Number of calls missed by the agent (not answered).                                    |

This concise report is ideal for quickly evaluating call volume, efficiency, and agent responsiveness within the call center.

2. **Call Center Agent Summary Report (Included in Email Reports)**

This report provides a detailed performance summary for each call center agent over the selected reporting period. It includes both inbound (IB) and outbound (OB) call activity, as well as internal communications and availability metrics.

<figure><img src="/files/OrNeTD2Upqe9HH528Y6I" alt=""><figcaption><p>Call Center Agent Summary Report - sales</p></figcaption></figure>

**Report Fields Explained:**

| Field                                | Description                                                                                                                                                                                                                                                                                                                                                                                                                                                              |
| ------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Agent**                            | The name or extension of the call center agent.                                                                                                                                                                                                                                                                                                                                                                                                                          |
| **Total IB Calls**                   | Total number of inbound (IB) calls handled by the agent.                                                                                                                                                                                                                                                                                                                                                                                                                 |
| **Total IB Time (H:M:S)**            | Cumulative duration of all inbound calls.                                                                                                                                                                                                                                                                                                                                                                                                                                |
| **Average IB Time on Calls (H:M:S)** | Average talk time per inbound call.                                                                                                                                                                                                                                                                                                                                                                                                                                      |
| **Average Ring Time IB (Sec)**       | Average time it took for the agent to answer inbound calls.                                                                                                                                                                                                                                                                                                                                                                                                              |
| **Total OB Calls**                   | Total number of outbound (OB) calls made by the agent.                                                                                                                                                                                                                                                                                                                                                                                                                   |
| **Total OB Time (H:M:S)**            | Cumulative duration of all outbound calls.                                                                                                                                                                                                                                                                                                                                                                                                                               |
| **Average OB Time on Calls (H:M:S)** | Average talk time per outbound call.                                                                                                                                                                                                                                                                                                                                                                                                                                     |
| **Busy / Missed / VM**               | Count of calls that were busy, missed, or went to voicemail.                                                                                                                                                                                                                                                                                                                                                                                                             |
| **Total Internal Calls**             | Total number of internal calls between agents or extensions.                                                                                                                                                                                                                                                                                                                                                                                                             |
| **Total Internal Time**              | Cumulative duration of internal calls.                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| **Total Calls**                      | Combined total of inbound, outbound, and internal calls.                                                                                                                                                                                                                                                                                                                                                                                                                 |
| **Total Call Time**                  | Total duration of all call types combined.                                                                                                                                                                                                                                                                                                                                                                                                                               |
| **Total Available Time**             | <p>Total time the agent was marked as available (not in a break, or any other status).</p><p><br><em><mark style="color:red;"><strong>Note:</strong> If agents do not update their status correctly, the <strong>Total Available Time</strong> field may not be calculated accurately.</mark></em> </p><p></p><p><mark style="color:$primary;">Example: Agent Zeeshan Ali #113 has a total time of 171 hours and 22 minutes due to an improper status update.</mark></p> |

***

This report helps supervisors and managers analyse agent productivity, responsiveness, and call handling efficiency across multiple communication channels.


# Phone System

<div align="center"><img src="https://lh4.googleusercontent.com/WcZYnVcSmrDZFdhNdXZBqFm-u6C1uIll6rEMME3lPk3_nEGHBJd28RYqzmcW8cS76yoAfD4rJRGejD-98S-tUWZmsv-tBH5oDFtU_LRUoTR_fJq3_FHwcwc1CPMAe5CiJTc0fKul" alt=""></div>


# Phone Numbers

In this section, manage all the phone numbers in your account.

Go to Manage Phone System - > Manage Phone Numbers.

![](https://lh3.googleusercontent.com/3ndidleuySKWldf1s9lGceZvOqWbQxYOCBwSggsAJUvKdXGu5Dkym1uIwO2NrJfeUV5bW-M5waouEi-3QPu9MTt3vzTw80e3VuSjcpjMpioXfygFYoxpJMBBNTWgdWgtJE9qA-TI)

Cebod Telecom lets you buy phone numbers for any city, town or state. Every phone line purchased comes with one free local or toll-free phone number. Additional phone numbers can be bought at a nominal fee.&#x20;

The system allows you to search phone numbers by city, state, or phone number.&#x20;

For example, if you have 5 phone lines in your account, then you get up to 5 free phone numbers. Any additional phone numbers can be purchased at a nominal price.&#x20;

**Buy New Number:** Here you can buy a new phone number. To do so, click on *“Buy New.”*

Then select Country and State. A list of available phone numbers in the selected state will appear. If there are several numbers available, then, use area code and, or NPA for a more detailed search.

Then select the number/s and click on *“Purchase”*. The next page will show the total cost for the numbers being purchased. Add the numbers to the cart and purchase them using the existing credit in your account, or with a credit card.

![](https://lh5.googleusercontent.com/Ma1r5OCkXuIKhwGwL0gWgDG_FOlm2gB-BV2Wxyg_HdsI5cyXWkJvJMWEsg30OwjGHBpUNwLaB2P7ODkhHjjL8J8M4Lde21CArceSneRyVMsy1xd9A6EOHWb4DVjJXEI6aKZBF3Gb)

***Call Routing:*** These are the options for Editing a Phone Number.

1. Select one number and click on the *“Edit”* button in front of the number. New window will pop up in the right side of the screen.
2. Select specific phone numbers and click on *“Edit Selection”* box.
3. Click on *“Edit All”,* to update all the phone numbers in the account.

***Select Time Based Routing or Direct Routing:***

1. Direct routing-The number is routed to same call path 24x7x365. You can always come back and change the routing.&#x20;
2. Time based routing – Incoming calls can be routed to an IVR during office hours, routed to a voicemail during off office hours, routed to cell phone, home number etc. or a different IVR to provide off hours support.&#x20;

***Select Destination Type:*** Cebod Telecom allows many options on how to handle the calls.&#x20;

![](https://lh6.googleusercontent.com/OTBa3T86ZDkskVTERTO8OXOz0yDOFAaZosxznNlfBrJrEEwTHOE_Uj3X5GQZ3wxso4y48GlRcDwzoifbLOWEO4qsE8oaGwt5FmjGA-YkB9uWBW0bDIomBwq6T8XIEBjmty2xtW6i)

![](https://lh3.googleusercontent.com/SRl-ji7VrGDTP2wCiDPQ-XNHE_ZomjOqOV9CBiHEnrR-t5y9TNARCa9Z1RuB2i7iUp8vN2uWqWs9Niv_7jjpJVlLsDXIBUT-Y7JdeIf6ClGlaIwwsuNAIBqDs9JCeNDAKh550JoC)

It can be as simple as forwarding to an extension, or can be as complex as forwarded to a multi-level IVR. Possible Destination types are:

1. &#x20;**Extension:** Connect to a user extension. Page 22 Fax: Forward the phone number to a traditional fax machine using an adaptor (ATA) to convert VOIP to traditional phone line. The adaptor such as Cisco SPA-122 , Grandstream HT-701 are sold separately.&#x20;
2. **Email to Fax:** Choosing this destination type, allows you to configure electronic fax (paperless fax to an email).&#x20;
3. **Direct to VM:** Direct the call to the voicemail.&#x20;
4. **Call Conference:** Forward the call on a specific number to a conference bridge. &#x20;
5. **Call Group (Ring):** Forward the call to group of extensions. The incoming call can ring all the extension simultaneously (Ring All) or or sequentially.&#x20;
6. **Call Queue:** Every new call is in placed in the queue and is answered by the next available representative or employee as soon as their extension becomes free. This feature allows you to never miss a call. &#x20;
7. **IVR:** Forward the call to an auto recipient, who will provide different options to the caller to help reach the right person or department. The caller can listen to different options and press the assigned key to reach the desired department. For example, press 1 for sales, press 2 for support etc. &#x20;
8. **Call Forward:** Simply forward the call to a cell phone number or a home number or any other desired phone number.&#x20;
9. **Dial by Name:** Call will be forwarded to Dial by Name directory, created by the phone system to help the caller to reach the desired person within the company. Phone system will check the existing extensions and create a directory on the fly.
10. **Call Center:** If you are using Call Center Module from Cebod Telecom, the number can be forwarded to a Call Center. You can have multiple call centers queues. For example, one for Sales and one for Support.&#x20;
11. **Trunk:** (For Advanced users only): Forward the call to another PBX. Here you can forward the call to an IP address of a registered SIP account for that PBX.&#x20;
12. **Hang-up:** Save the phone number for later use without answering the call by simply putting the destination type, hang-up.
13. **Group Description:** Put phone numbers in groups for multiple offices. For example, numbers from the East Coast can be in East Coast Group. Later, you can search the numbers based on Group Description.

***Select Destination:*** Based on the destination type, the system will prompt you to choose from possible destination options. If you choose a destination type that has no destination available, system will prompt you to create a destination before you setup routing.&#x20;

For example, if you have not created any Group, then you won’t be able to select *“Call Group”* as possible destination type. &#x20;

***Special Routing:*** Phone system allows you to create a Toll Call path for call coming from special number.&#x20;

![](https://lh5.googleusercontent.com/2wj4aaJ0S52gyzQJsM92nYtCmujg_xHMuP3BvY8mRRRwa7OsND0GtsYmKXoqBdM9s8Md6FCBlGDxJo3_msB0b5vNlnVQPe3HeAC3XClz2pPhk6rz_MBP7xJONrHWyamlopCQNIch)

For example, calls from a very important customer should be connected to the president of the company. Add as many special routings you want. You can add special routing on any number from any caller ID. Once you click on *“Add Special Routing”*, you will again get the same routing options: Time Condition, Direct Destination Type, or Destination.

**Editing Multiple Numbers:** It can be very time consuming if you have to manage routing for each number. You can select multiple numbers and click on *Edit* at the top. (Note: *“Edit All”* will update routing for all the numbers in your account.).

![](https://lh4.googleusercontent.com/HCdfAc3NspKaR6SLeyV4jaOZ9vH8PfLlx-XPGAGEzjHt38jb4tX508pM66rARzB4VZhBs7cYGah2laNNvvK6vK6Jr7XgdQVl_aNwuMOJz0rwqV1AR06ss81IiNUoX-wolkHicpnR)


# IVR (Auto Receptionist)

&#x20;In this section, you can manage IVR, create new IVR, change or delete IVR and key responses.

***Create a new IVR:*** Click on “Create IVR.” You will see a long form.&#x20;

![](https://lh4.googleusercontent.com/KfP5Di-tlxYuGI6Y4-Cf2d6m6zbXdahIsox_5TnU1iLLZKeuBJXlEXvn9qMkHCxqRvtbX2EAn7hXd1MLyv3wudb2q2D2AaeVv0Zj2vY6WzWcG5pu12KCaujod7jl8sTpqUCGWuv7)

Fill in the information as follows.

1. **IVR Name:** Type any easy to remember name IVR Announcement: This is a recording played first time when the call hits the IVR. The wav file can be used either from existing recordings, or you can upload a new recording here.&#x20;
2. **IVR Announcement Shortened:** Usually this is the shorter version of Main Announcement and is played only if the user doesn’t press any key. If main IVR is small, it’s not a bad idea to use the same file. If there is no IVR, system will play the message “Please check the number and try again.” Invalid Key Announcement: You can upload a custom recording for Invalid Key. If left blank, the system will play “That was an invalid entry.”&#x20;
3. **Confirm Attempts:** Set the number of tries allowed for the user to enter invalid digit, or how many times the message should be played if no digit is pressed. 3 to 5 tries are standard.&#x20;
4. **Digit Timeout:** Set the time duration for how long should the system wait to confirm that the user is done pressing digits. 2 to 3 seconds wait is standard. To see the newly- created IVR on the list, click on “Manage IVR.” b.&#x20;

***Adding Digits to the IVR:*** Click on the IVR you want to work on. A new window will pop up on the right side. If this is new IVR you won’t see any Key. Click on “Add Key”, and a new window will Pop up.

![](https://lh3.googleusercontent.com/O0fTUuo07hnR9OzbhFoc_f4DXX3XRCZATnnwvuNz1tRl8zzoeu-xNZH4DPf3ABfZLYFqmip2uCFKt4HOYxwmtBZwMkVLd_ilgSZAqe-Lo8mjOiFuyBZyjiHmaVdlIh70DWLSq_pD)

***Key:*** This can be anything from 1 to 10 digit numerical values. The system is supposed to do perform the function assigned when the user presses the Keys.

***Add Destination Type:*** Same as Call Routing Extension: Connect to a user extension.

1. **Fax:** Forward the phone number to a traditional fax machine using an adaptor (ATA) to convert VOIP to traditional phone line. The adaptor such as Cisco SPA-122 , Grandstream HT-701 are sold separately.&#x20;
2. **Email to Fax:** Choosing this destination type, allow you to configure electronic fax (paperless fax to an email).&#x20;
3. **Direct to VM:** Direct the call to the voicemail. Call Conference: Forward the call on a specific number to a conference bridge.&#x20;
4. **Call Group (Ring):** Forward the call to group of extensions. The incoming call can ring all the extension simultaneously (Ring All) or or sequentially.&#x20;
5. &#x20;**Call Queue:** Every new call is in placed in the queue and is answered by the next available representative or employee as soon as their extension becomes free. This feature allows you to never miss a call.&#x20;
6. **IVR:** Forward the call to an auto recipient, who will provide different options to the caller to help reach the right person or department. The caller can listen to different options and press the assigned key to reach the desired department. For example, press 1 for sales, press 2 for support etc.&#x20;
7. **Call Forward:** Simply forward the call to a cell phone number or a home number or any other desired phone number.&#x20;
8. **Dial by Name:** Call will be forwarded to Dial by Name directory, created by the phone system to help the caller to reach the desired person within the company. Phone system will check the existing extensions and create a directory on the fly.&#x20;
9. **Call Center:** If you are using Call Center Module from Cebod Telecom, the number can be forwarded to a Call Center. You can have multiple call centers queues. For example, one for Sales and one for Support.&#x20;
10. **Trunk:** (For Advanced users only): Forward the call to another PBX. Here you can forward the call to an IP address of a registered SIP account for that PBX.&#x20;
11. **Hang-up:** Save the phone number for later use without answering the call by simply putting the destination type, hang-up.
12. **Group Description:** Put phone numbers in groups for multiple offices. For example, numbers from the East Coast can be in East Coast Group. Later, you can search the numbers based on Group Description.&#x20;

***Destination:*** Based on the destination type, the system will prompt you options for the possible destinations. If you choose a destination type that has no destination available, system will prompt you to create a destination before you setup routing. For example, if you have not created any Group, then you won’t be able to select “Call Group” as possible destination type.&#x20;

* **Failover:** Here the placed call will be routed to if all the entries made by the user failed.    For example, if the user does not press any key, then after 3 attempts, call can be forwarded to extension 101. Repeat step 2 to add more Keys to the System.
*

![](https://lh4.googleusercontent.com/8eAPTv_99hCSIMhk2E5l3kIjWx2ZYjr_lNJHc20S-M4qO0HO7YOqsRTFWoSdib5WAwA8M703efOTtqs2UD_MED9x9ggPfo1wr8Mgcy9MqV0gQuvwbarIrVZvEfxb1RLqrsR0DBRF)


# Messaging Campaign

The **Messaging Campaign** section allows you to manage your SMS/MMS campaigns, including associated brands, campaigns, and campaign numbers. It is organised into dedicated tabs for easy navigation.

<figure><img src="/files/jKFEWxwAoKU9WrNKqp0u" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**Click on the&#x20;**<mark style="color:red;">**View**</mark>**&#x20;icon under action to get complete details of the existing Brand or Campaign.**
{% endhint %}

***

* **Brands Tab**
  * A single brand can have multiple campaigns under it.
  * Displays details of all registered brands.
  * The option to create a new brand is available in the **Create Brand** subpage.
* **Campaigns Tab**
  * Lists all campaigns created under a selected brand.
  * Each campaign can have up to **50 numbers** assigned.
  * The option to create a new campaign is available in the **Create Campaign** subpage.
* **Campaign Numbers Tab**
  * Displays the numbers associated with a campaign.
  * Users can add new numbers through the **Add Number/s to Campaign** subpage.

***

**You can also check the following sections:**&#x20;

1. [**Create Brand**](/new/manage-phone-system/messaging-campaign/add-new-brand) – Register a new brand to associate campaigns with.
2. [**Create Campaign**](/new/manage-phone-system/messaging-campaign/add-new-campaign) – Create a new campaign under a specific brand.
3. [**Campaign Numbers**](/new/manage-phone-system/messaging-campaign/campaign-numbers) – View the list of numbers assigned to campaigns.
4. [**Add a Number to Campaign**](/new/manage-phone-system/messaging-campaign/campaign-numbers) – Assign additional numbers to an existing campaign.
5. [**Remove Number from Campaign**](/new/manage-phone-system/messaging-campaign/campaign-numbers) – Remove numbers from an existing campaign.

***

This section gives you complete visibility and control over **brands, campaigns, and campaign numbers**, ensuring compliance and efficient campaign management.


# Add New Brand

<figure><img src="/files/pLyPaoRt32tzhuaNoYKe" alt=""><figcaption></figcaption></figure>

The **Add New Brand** form allows you to register a new brand that will be associated with your messaging campaigns. Each field must be completed accurately to ensure compliance. Once all fields are filled, please click "**Save**" to submit the details for further processing.

***

**Fields**

* **Brand Name**\*\
  Enter the name of the brand you want to register.
* **Company Name**\*\
  Provide the full company name, including DBA (Doing Business As), if applicable.
* **Contact Email**\*\
  Enter the official company contact email address.
* **Contact Phone**\*\
  Provide a valid company contact phone number.
* **EIN Issuing Country**\*\
  Select the country where the company is registered.
* **EIN**\*\
  Enter the company’s EIN (Employer Identification Number) or Tax ID.
* **Company Vertical**\*\
  Specify the industry category (e.g., Government, Healthcare, Information Technology, etc.).
* **Legal Entity Type**\*\
  Indicate the type of organization (e.g., publicly traded, private, charity/non-profit).
* **Company Website**\
  Provide the official company website URL.
* **Company Address**\*\
  Enter the complete registered company address.

<figure><img src="/files/udgFmzdNsnSazYj427yj" alt=""><figcaption></figcaption></figure>

***


# Add New Campaign

<figure><img src="/files/mgU5fn31iwVe9V18s21Z" alt=""><figcaption></figcaption></figure>

The **Create New Campaign** form allows you to set up and register a new messaging campaign under an existing brand. Each campaign requires detailed information to comply with carrier and SMS regulations. After filling up all the information, press the **"Save"** button for further processing.

***

<figure><img src="/files/TYhBbZw3PqLaoQZPd4yU" alt=""><figcaption></figcaption></figure>

**Fields**

* **Brands**\*\
  Select a brand from the dropdown list of previously created brands.
* **Name**\*\
  Provide a name for the campaign.
* **SMS Use Case Category**\*\
  Choose the most appropriate SMS use case category for your campaign.
* **Description**\
  Enter a detailed description of the campaign.
* **Sample Message Template/Content**\*(Required)\
  Provide at least 1 and up to 5 sample message templates for this campaign.
  * **Sample 1**
  * **Sample 2**
  * **Sample 3**
  * **Sample 4**
  * **Sample 5**
* **Are Your Message Templates Dynamic?**\
  If your message content will vary from the submitted templates, describe how it will change.
* **Opt-In Process Description**\
  Explain how users provide their numbers and consent to receive SMS messages.
* **Opt-Out Process or URL**\
  Describe your opt-out process or provide a URL where users can view details.
* **Number Pooling**\
  Indicate if 50 or more numbers will be used with this campaign. If yes, provide an explanation of why number pooling is needed.

***

**Compliance Questions**

* **Direct Lending or Loan Agreement**\
  Will this campaign include content related to direct lending or loan agreements?
* **Embedded Link**\
  Will you include any embedded links? (Note: public URL shorteners such as bitly or tinyurl are not accepted.)
* **Embedded Phone Number**\
  Are you embedding a phone number other than the required HELP contact number?
* **Affiliate Marketing**\
  Will affiliate marketing be used, or was it involved in creating this campaign?
* **Age-Gated Content**\
  Does this campaign include age-gated content as defined by carrier and CTA guidelines?

***

**Support**

For queries or assistance, please contact [**support@cebodtelecom.com**](mailto:support@cebodtelecom.com).

***


# Campaign Numbers

The **Campaign Numbers** page allows you to manage phone numbers associated with your messaging campaigns. You can view, assign, or remove numbers from campaigns directly from this page.

***

**Columns**

* **Phone Number** – Displays the phone number in your account.
* **Campaign Status** – Shows the current status of the campaign associated with the number.
* **Campaign (ID)** – Displays the campaign name or ID. If no campaign is assigned, the **Assign** option will appear.

<figure><img src="/files/wgJ2pUeW06P20F51zFCb" alt=""><figcaption></figcaption></figure>

***

* **Assign a Single Number to a Campaign**
  * Click **Assign** under the Campaign column.
  * In the pop-up window, select the desired campaign from the dropdown menu.
  * Confirm to save.

<figure><img src="/files/dilwUxzaVErXgmUew38R" alt=""><figcaption></figcaption></figure>

* **Assign Multiple Numbers to a Campaign**
  * Select the checkboxes next to the numbers you want to assign.
  * From the dropdown **Choose a number action**, select **Assign numbers to campaign**.
  * Apply the action to complete.

<figure><img src="/files/Mm9LjePRhk8ActU4nrDB" alt=""><figcaption></figcaption></figure>

* **Remove Number(s) from a Campaign**
  * Select the checkboxes next to the numbers you want to remove.
  * From the dropdown **Choose a number action**, select **Remove numbers from campaign**.
  * Apply the action to complete.

<figure><img src="/files/Kuow54vi6hOkQZZpNOJW" alt=""><figcaption></figcaption></figure>

***

**Support**

For assistance, contact [**support@cebodtelecom.com**](mailto:support@cebodtelecom.com).

***


# AI Agent

The Cebod Telecom AI Agent is an intelligent virtual assistant built to automate conversations across phone calls, SMS, and web chats.

This **AI Agent** helps businesses respond faster, capture leads, assist customers, and schedule appointments - all while maintaining a professional image. Let's dig deep and learn more about its setup and usage.

## Creating an AI Agent <a href="#docs-internal-guid-377a540e-7fff-e75f-c8fb-98ee997af62f" id="docs-internal-guid-377a540e-7fff-e75f-c8fb-98ee997af62f"></a>

{% hint style="info" %} <mark style="color:red;">**Location: Phone System**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**AI Agent**</mark>
{% endhint %}

<figure><img src="/files/aY0h5r6iRfoxUYGiTfu3" alt=""><figcaption></figcaption></figure>

#### Click on Create New to start setting up an AI Agent.

Fill in the following fields:

| Field                  | Description                                                              | Example                                                                                                                                                                          |
| ---------------------- | ------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| AI Agent Name\*        | Give your AI agent a recognizable name.                                  | "Cebod Sales Assistant", "DentaBot"                                                                                                                                              |
| AI Agent Number\*      | Assign a unique number (01 to 9999) to identify the agent.               | 2800                                                                                                                                                                             |
| Initial Prompt\*       | The first message the agent says when interacting with a user.           | "Thank you for calling Cebod Telecom. My name is Kylie, and I am here to help you with your phone service needs. May I know who I have the pleasure of speaking with?"           |
| Voice Initial Prompt\* | The spoken version of the Initial Prompt for calls.                      | Same as the Initial Prompt or different based on the requirement.                                                                                                                |
| System Prompt\*        | Describes the agent's role, tone, and behaviour during the conversation. | "You are Kylie, a Lead Conversion Specialist for Cebod Telecom. Your goal is to convert leads into demo appointments while keeping responses short, friendly, and professional." |

***

## Managing AI Agents

<figure><img src="/files/x9w8oTQfUQOkRrritoQ8" alt=""><figcaption></figcaption></figure>

On the AI Agent Management screen, you will see a list of all created AI Agents showing:

* Agent Name
* AI Agent Extension
* Initial Prompt
* Date Created
* Action Options:
  * Gear Icon: View, Edit, and Test the AI Agent
  * Delete Icon: Remove the AI Agent

### Clicking the Gear Icon opens the Agent Details:

Once you click the Gear icon you will see two tabs, Details and Functions.

#### Details Tab:

<figure><img src="/files/0XdqbXEjZtknLYhOierx" alt=""><figcaption></figcaption></figure>

* AI Agent Name\*
* Initial Prompt\*
* Voice Initial Prompt\*
* System Prompt\*
* Site Script (with HTTP):\
  Add your website domain here if you want to embed the AI Agent on your site.

#### Functions Tab:

<figure><img src="/files/NFoxPCutNNyvcIKqmlaK" alt=""><figcaption></figcaption></figure>

Functions allow AI Agents to perform external tasks, like sending emails.

**Default Function Example:**

* Function Type: Web
* Function Name: Send Email
* Function Description: Send an email when a customer provides their name, email, and phone.
* Receive Email: <sales@cebodtelecom.com>
* Parameters: Name, Email, Phone

**Adding New Functions:**

<figure><img src="/files/A76vlG5B5NBw5jhkc29o" alt=""><figcaption></figcaption></figure>

* Function Type: Web or Voice
* Function Name: (Give your function a meaningful name)
* Function Description: (Describe the task, e.g., "Send lead info to CRM")
* Receive Email: (Email address to receive info)
* Parameters: Name, Email, Phone (optional, if applicable)

***

### Testing Your AI Agent

* Click Open Chat to test the AI Agent live.

<figure><img src="/files/D4pKjlV8zoJ3fpUmLZ7O" alt=""><figcaption></figcaption></figure>

* Click Back to return to the AI Agent list.

***

## Checking and Managing AI Conversations

{% hint style="info" %}

### <mark style="color:red;">Location: Activities → AI Conversations</mark>

{% endhint %}

<figure><img src="/files/LHvPoafh9izeILFaQZRm" alt=""><figcaption></figcaption></figure>

Here you can review all AI-driven chats and calls with details like:

* Agent Extension
* Summary
* Contacts (if provided)
* Intent (e.g., order inquiry, schedule demo, service inquiry)
* Sentiment (positive, neutral, negative)
* Product (e.g., VoIP phone system, SIP trunking services)
* Action Required (Yes/No)
* Chatbot Type (Chatbot, SMS, Call)
* Date (Hyperlinked to the full conversation - “AI Agent Summary Details”)

***

## AI Agent Summary Details

#### Example: Phone Call Summary

Summary:\
User is interested in a VoIP system for their construction company (10 lines). Moving from RingCentral to save costs and access better features like IVR and call analytics. AI Agent scheduled a call and collected contact details.

| Field            | Example                                      |
| ---------------- | -------------------------------------------- |
| Agent:           | Cebod Phone Service - 3007                   |
| Contact:         | Jai Rangi, <jprangi@gmail.com>, 949-419-7634 |
| Intent:          | Order Inquiry                                |
| Sentiment:       | Positive                                     |
| Product:         | VoIP Phone System                            |
| Action Required: | Yes                                          |

***

#### Example: SMS Chat Summary

Summary:\
Doctor’s office experiencing issues with phone lines. AI Agent advised troubleshooting steps and shared support contact details. No contact information was captured.

| Field            | Example                    |
| ---------------- | -------------------------- |
| Agent:           | Cebod Phone Service - 3007 |
| Intent:          | Support                    |
| Sentiment:       | Neutral                    |
| Product:         | Cebod Phone System         |
| Action Required: | No                         |

***

## Ready-to-Copy System Prompts for Different Industries

#### 1. Real Estate

*"You are RealtyBot, a real estate virtual assistant. Your goal is to assist customers with property listings, schedule showings, and connect them to a real estate agent if needed. Always encourage users to book a call or provide their contact information."*

***

#### 2. Law Office

*"You are LegalBot, a legal assistant for Smith & Partners Law Firm. Help users inquire about consultations, explain service areas like family law or corporate law, and schedule initial meetings. Maintain a professional, trustworthy tone."*

***

#### 3. E-commerce Store

*"You are ShopAssist, a virtual assistant for our online store. Help users track orders, answer product questions, and assist with returns. Always offer to escalate to a human if needed."*

***

#### 4. Healthcare Clinic

*"You are HealthBot, a patient assistant for ABC Health Clinic. Assist users with booking appointments, answering general service questions, and providing office hours information. Always be polite, clear, and helpful."*

***

#### 5. Insurance Agency

*"You are InsureBot, an assistant for SafeCover Insurance Agency. Help users inquire about different insurance products, request quotes, or book an appointment with an agent. Keep responses clear and reassuring."*

***

#### 6. Home Services (Plumber, Electrician)

*"You are HomeFixBot, a customer assistant for HomeFix Services. Help users schedule repair services, explain service charges, and offer emergency contact details if needed."*

***

## Best Practices

* Keep prompts short, clear, and professional.
* Always offer the next steps (book an appointment, collect contact info, escalate to support).
* Review conversation summaries weekly to capture any missed leads.
* Use Functions to automate tasks like sending emails or alerts for high-value inquiries.

***


# Users (Extensions)

In this section, you can manage and create user extensions. User extensions are real end points for the phone system where calls are received or dialed from.

You can create, delete, or edit any extensions. Search box allows you to search for the extension. To create a new extension, click on “Add New.”

![](https://lh5.googleusercontent.com/Lklksb9SmQQXbQzzMFg5zpvROeDi-GBxjtE5a6dwndy0BJ9bzutr9y3BM6RL-jKMlcIArMjcQE72sv9CNpMY_4HwriBl0K2dICvI0lq9Kz6sRnMcyRvtBDKLocTK99jcgVX8X_3T)

**Create Extension:** Use this form to create new extensions, and add the following parameters.

![](https://lh6.googleusercontent.com/rBtaLa7jTgGbBd5lOEnCpqQwOzyszHUVs9SOMiGSs4vn6JkmE4IjeGoeSOr8DvRx3emdTZ5YF4iMAjVc0HZkcBjYDdKmZde8kHbZytLzKrps87IEvxt4KmqVfMJ9h5Qm0VEs9a3T)

**Number:** This number is used to dial from one extension to another within different departments such as sales, support, or specific employees. The extension much be unique 3-4 digit number and can’t be used again. Good practice is to start with 100 and go all the way to 9999. Some people use last 4 digits of their primary phone number. Some 3 digit extensions are reserved and can’t be used such as 911, 922, 611, and 411.&#x20;

**First Name:** First name of the person this extension belongs to.&#x20;

**Last Name:** Last name of the person this extension belongs to. Email: System email’s the voicemail to this email address.&#x20;

**Company Number:** This is the number shown on phone screen/device when outbound call is made.&#x20;

**Call Forwarding:** You can always setup call forwarding when there is no answer. If you choose to forward call, its Destination can be 11-digit US number or extension.

**Failover Routing:** If enabled, this will route the call to destination in failover, in case user is not registered. This is useful in case of Internet outage or power failures.&#x20;

**Home Phone:** Optional&#x20;

**Work Phone:** Optional&#x20;

**Recording:** System allows the calls to be recorded. If set to “Yes”, all the calls coming to this extension will be recorded.

### Advanced Options

Advanced options allow you to set pre recorded name, voicemail greeting ring timeout and setup dynamic caller ID.&#x20;

![](https://lh6.googleusercontent.com/Agp-RuX5Qw-SIsx3_b5aIrxgQ3cFsX3VG946Y51QJnaYqjpg_-zPlra9OO8x8o1q5OSmJxNmUbpnDycvOLKcp-g-0Zjz_1NgseVap7RWTctgkczH1lMa1_Qf9HpiB1w2Ya887rqY)


# Dynamic Caller ID

The phone system allows you to set up a dynamic caller ID to display a local phone number to the caller when dialed.

To allow phone system to pick dynamic caller ID from your account follow these steps.&#x20;

1. Create a caller ID Group (Under tools and Settings)
2. Add phone numbers to the group you want to use
3. Assign the Group to User extension (Under Advanced options)

#### Create a Caller ID Group

![](https://lh3.googleusercontent.com/mUgrh41Z2c6V2_4CSXNdAoCB2_v7jo_FqGOHVS8obVa5FFnmovCHJSvJEknyHuoCdJx2JPqJzOQzpMAPw3dTcWrnVJGrSI_ctZfRr3z8NDCr3Vd7PbtjXLO35IpXGzo895QV_VM-)

#### Click on Add new or Edit existing groups

![](https://lh6.googleusercontent.com/xKigvv0sUf53X2v0bt1sG7qk2clEHaD_R8ckzIpftXBimVITCGcSJIPW8Tz8uw-_QNsZYyXA1R_xgQmdm2iL1TOBEWp5Fgz74iSwwmcYFZHz7SCw_ja-CzhZp0T-UqIl1YvrS7KR)

![](https://lh3.googleusercontent.com/jIehcfRO8RMo-g1z8D7lMEzWsP3yPbFf8Byo81XRYXr_-xphx45rxwAkFVOfAwmHrhSrtwV5zcGlBcRXwLnpwdxOU37bhINpEKa0ResCmydno-Cr5d2rePqWmKlCYqSphTBpCO4N)

#### Add Phone numbers you want to use in this group. Click on members

![](https://lh4.googleusercontent.com/p8cWgo4cSC8IkUHdsgVDYOsFSuXC_8rxfpl9OwEJyZtMQye9Quulwww2nymzF6RwSvbqG6KAEf6Om85ULGPeDIyIN1PBwuz0CmaHaDfrE6v4FtjwloydF_Flr5f6NjKSm1Jbbh33)

#### Select the numbers you want to use. Use shift or control key to select multiple.

![](https://lh6.googleusercontent.com/MT76yDHHd7nPncpwtFgs9bDDCTD6K5FA3Isn9szUw_6CTzKSo8wlJ6eCPnDxn-2A4kfLrss8qqZzzlJKc8EPYYohLomqzM2v6qKM_ZKm4dnAsJPxzv-xTSNX74trvxOIlChInlPP)

#### Assigning the Group to user extension

* [ ] Select Manage Phone System -> Users Extensions
* [ ] Select the user you want to assign dynamic caller ID,&#x20;
* [ ] Edit the User account.
* [ ] Click on Advanced Options.

#### Choose the group and caller ID Strategy you want to use.

Once you select the group, you will see the another drop down called CallerID Strategy. Select the desired strategy and click on update.&#x20;

* **Random NPA:** This will look for number in local area code or matching NPA. If found will use that otherwise it will use random number from the list. &#x20;
* **Random:** This will randomly pick any number from the group.&#x20;
* **NPA:** It will look for local area code or NPA, if found will use that or otherwise will use company number as caller ID.

![](https://lh3.googleusercontent.com/jIehcfRO8RMo-g1z8D7lMEzWsP3yPbFf8Byo81XRYXr_-xphx45rxwAkFVOfAwmHrhSrtwV5zcGlBcRXwLnpwdxOU37bhINpEKa0ResCmydno-Cr5d2rePqWmKlCYqSphTBpCO4N)

#### To Remove dynamic caller ID strategy, simple select None for Apply Caller ID Group.&#x20;


# Manage Devices

You can add new devices here and configure the calls on the devices according to your usage.

To add new devices, click on "Create New".

![](https://lh3.googleusercontent.com/n3TXNAhRoVsw1Z3sBaj-WHkuh8bA2eKwy3_RT11JtwKb01eZG3r0p6GvowUKLxFCSBmBa1PvsjRGICwOjVy2yF-atZuF6ohslqHjF4QR6_Ho1ifPJ_n4DuSvyWBrAGSxj2Q3bvOw)

Select the device from the drop-down menu, for example: Grandstream, Yealink, Cisco,etc.

Next, select the device model and enter the MAC address of your device in the textbox.&#x20;

Select the Line number and extension for the device.

![](https://lh3.googleusercontent.com/vge5ZbpOJmtXgJR2Pv8Z-F48-Tv5rOAvcUS33BMLCCvXn0BRpQV4TM3rojxTzA_lwfkMmTPLsmjnYDulXY1FwG-MoptG9dZaHu2PYZG92laVQOCBgMjMlIoF9dvecMgHe72U6dIP)

You can add more lines and extensions to the device. Just select the device and click on "Add Lines", and Save the changes made.

![](https://lh5.googleusercontent.com/Nstgt15Cb9wx-1UL5VkVBE02_GMx5WtJUm8bB3Kit-Nfjd-Qgqaw7o1iXQpfSSC1w2dVK23OEtSOZ_CttOkf0GEIK9iZonhvqZkMprJEzulfFG_ZgbvsV1BWYes89ObAR6K2PLXh)


# Manage Groups

&#x20;In this section, manage and create ring groups based on the department, expertise or the location.&#x20;

This is useful where you have multiple people handling customer calls.&#x20;

For example, you can have two groups: Sales and Support. Extensions 101, 102, and 103 are part of Sales group. Extension 201, 202, and 203 are member of Support group.&#x20;

Groups can be configured as **Sequential** or **Ring All** (Simultaneous). Click on **“Manage Groups”** to see the list of existing groups in your account.

***Create Group:*** Use the form to create a new group. This will just create a group, members to groups are added later.

1. **Group Name:** Choose an easy to remember name.&#x20;
2. **Group Number:** Every group in your account must be a unique number. It can be anything from 01 to 99.&#x20;
3. **Recording:** This feature allows incoming calls to be recorded to this new group.&#x20;
4. **Order: Ring All:** Will ring every employee extension or phone number in the group.
5. **Order: Sequential:** Will ring one employee at a time in a sequence. If the first representative does not answer the call, it will ring the next one.&#x20;
6. **Default VM:** If no one in the group answers the call, the call can be forwarded to a voicemail.&#x20;
7. **Call Time Out:** How long should the phone ring before the system decides to take the next action? Usually 15 seconds for Sequential and 30-40 second for Ring All. If one of the members is Cell Phone, call time out should be less than 30 seconds. Otherwise cell phone VM will be triggered in 30 seconds and the phone system will consider it a call pickup.
8. &#x20;**Ring Back:** The audio file or music which the caller should hear while waiting for the receiver to pick up and answer the call. It can be default Music on hold or a customer audio file.&#x20;
9. **Announcement:** If you want to play an announcement before the call connects, use the default recording or upload your own recordings. Example, “Please hold while we connect your call.”&#x20;
10. **Announcement File:** File to be played when the announcement is enabled.&#x20;
11. Whisper: Play a message to end user who is receiving the call. ‘Sales’ for example, will prepare the end user before the call connects. This message is only played to the end receiver, while the caller is still on Music Hold. This feature can be enabled or disabled as desired.&#x20;
12. **Whisper File:** File to be played for whisper message before the call connects. Remember this file should only be one to two words.&#x20;
13. **Post Call Event:** (For Advanced users) Phone system allows you to create post call events. For example, email all the calls coming to sales group to specific email address, or create an event in Google analytics for any call coming to this group. Click on *“Create Group”* to use this feature.

![](https://lh4.googleusercontent.com/8td5SZP7udIRwK1TSTuN3whQY0CRaObwvRAmktY_uIr00JXtvL-_bS18qZb11hQjSKtlGtI1csoVfFI_Jx_3AV9aN-j1iCspi9WPcgAp9tZrB1uGkwSIdIuGwzU4xiUHmaIQpQhl)

***Add members to Group:*** To add members to this group, click on Group name and a new window will pop up on the right. On the top you will see group name and group number. If you already have some members in the group, you will see the list here. You can delete or edit the list.

To add a new member, click on *“Add Ext”* button in the new pop window. Group member can be an extension of 11-digit US phone number.

&#x20;*Priority* is useful for sequential dialing; person or staff member on zero.

&#x20;*Priority* is called first before the one on priority 1,2,3,4 or 5 subsequently.

![](https://lh4.googleusercontent.com/rJvgOSMLbFIBmDGxrIycGZKkN5bMehBVg15pf9Blv60AOCepb6tCguS-HQs4rxP69VGgZvb7fDsCFtj5G_VIc6gzZLtJS5lYiBqywZ-aMJJLF0k4LlNSsszvUZYfK-Wtmzc2RAPt)

Once the changes are made, click on **Save Changes**.

![](/files/YZa754suf0HB2h9D4zdE)


# Manage Conferences

Cebod Telecom allows you set up Conference Bridge to hold conference calls at any time or place of your choice. In this section, manage conference, create, view, edit, and delete the conferences. To create a new conference bridge, click on *“Create New”* and fill in the form.

<div align="center"><img src="/files/-LcDVEr43r2kkYoS-ocE" alt=""></div>

1. **Conference Name:** Use an easy to remember name.&#x20;
2. **Conference Number:** This is the conference number people will dial to join the conference.&#x20;
3. **Conference PIN:** All the conferences have some level of security, so that only the authorized people can join the conference. These people will use this pin to join the conference.&#x20;
4. **Moderator PIN:** This is for the owner of the conference. All the parties will be on hold until moderator enters the pin and join the conference.&#x20;
5. **Conference Owner:** Name of the user who initiates the conference.&#x20;
6. **Conference Owner Email:** This will be pulled from the system automatically.&#x20;
7. **Assign Phone Number to Conference:** If needed, you can assign a dedicated special phone number for this conference. Click on *“Create”* to see a new conference in the list. From this interface, you can invite other people to join the conference; the system will email the conference bridge information to all the parties. Click on *“Email”* button under *“Action”* on the right side of the conference. New Conference Invite window will pop up. Fill in the required information.&#x20;
8. **Email:** Type in the email addresses of the people who should be invited to join the conference.&#x20;
9. **Time of the Call:** Select the date and time of the call.&#x20;
10. **Time zone:** Specify the time zone for this conference.&#x20;
11. **Subject:** Type in the subject for the conference. Click on *“Send Invite"* to send emails to all the users.

![](https://lh5.googleusercontent.com/b55-xPCxQPTd9kc9S1VsDhadhMxkg-WC1hmf_RYhNPfal7mz0Ieg_VvV_DHRE-nP_jG2yV17zqfYNgT24S6D46y3Hx_jNn-egzy0MimP88l12yJttifXoDLjMv_pATulhamB9VQY)


# Postcall Actions

Post Call events are special events that should be triggered on the completion of the call. These events can be used from Call Groups.&#x20;

For example, if the call is forwarded to sales team, post call action can be triggered at the end of the call. In the post call event, you can send an email to someone at the completion of the call, or you can trigger an event for google analytics.&#x20;

In this section create, edit, and delete the Post Call events. To create a new post call event, click on **“Create New”**, and fill in the form.

![](/files/-LcDWkC2IyPR3oTzRq2k)

1. &#x20;**Event Name:** Choose an easy to remember name with no space or special character.&#x20;
2. **Mail Notification:** Yes or No.&#x20;
3. **Email Address:** Email address of the person, who should receive the email for the call. The phone system will send caller ID, caller name (if available), time of the call, duration of the call, called number, and call recording (if enabled).
4. **From Email:** The person who should be sending this email.&#x20;
5. **Recording:** ON or Off. Some recordings can be large files. You can choose whether the recording should be sent as email or not. Remember, you can always download the recordings from the website in your account portal.&#x20;
6. **Email Template:** You can upload the custom email template, or use the default template from Cebod Telecom. Make sure you have their keywords just like below in the Template: CHANGECALLERID, CHANGECALLEDNUMBER, CHANGEDATE, CHANGECALLLENGTH. These keywords will be replaced with the appropriate information.
7. &#x20;**Google Code:** This is the analytics code that will be used to create a call event in Google analytics.&#x20;
8. **Google Category:** The category that should be created in analytics. Examples are Sales, Support, and Inquiry.&#x20;
9. **Google Domain:** Domain name the analytics code is linked to. Click on “Create PostCall Event”, and you will see the event in the list. Click on “Edit” to make any changes to this event.

![](/files/-LcDWbt0cK-xY0aImU1R)


# Webhooks

Get the event notification

Webhooks allow you to receive the call event like Call Initiated, Call Answered, Call Ringing and Call Hangup.&#x20;

#### Creating a Webhook

Go to **Manage Phone System -> Webhooks**.

![Webhooks](/files/-M7yFgpgMceRfwJTRxqP)

Click on **Add New** and fill in the details for Status Callback Method, Status Callback Event and Status Callback URL and click Create.

![Create Webhook](/files/-M7yFnwnVp-pKPN7sgws)

After the Webhook is created, you need to apply the Webhook to the Phone Number. Go to **Manage Phone Number** and click on **Edit Routing** (Pencil icon). On right hand side panel, click **Advance option**. Scroll and select the Webhook from **Select Webhook** drop-down menu and click **Update** to save the changes.

![Applying Webhook](/files/-M7yFry_6r9VhSg2WcOI)

You can get a detailed report of every call events. Go to **Activities => Call Report**.

![Webhook Call Data](/files/-M7yFwD8pbBlbqmCgK3v)

Select the call you want to review. Click on the Date and Time hyperlink of the call to see more details. (*Check snapshot below).* For any help or questions, contact us!

![Webhook Data for All events](/files/-M7yG9BHSZJ1uD45ahj_)


# Time Conditions

Go to Manage **Phone System -> Time conditions**.

You can create custom time based routing for incoming calls. For example, if you want the call to go to an IVR during office hours, and go to a voicemail during weekends, click on *“Create New Time Condition”*, and fill in the time for each day.

![](https://lh5.googleusercontent.com/b8EnP9eetm7JAeR0zA9qzjQ7EFuaDOpz4-r0y50MAV8tdu2tuR7cppAMlYGxaPZRF1lGXEDVZtHNnbsuYULbnIlgjy-SkDvB1HyjvMp4D7-uO8BUbXsv6qqdT6Mz2-RXbJCg9NdJ)

To Create a Time Group, Enter the *"Time Group Name"* and select your Time Zone. Click on *"Create New Time Group"*.

![](https://lh4.googleusercontent.com/hnVkUKegkHe-KCkhDRu_VW332fm_1NuPIrT8HV41Vc5-3TSmd_VuVgyuC61uejC-gDhn-G1xHI-GEdqEmfDB5LdlWrP6lW99y3FIbO-g8wFTOtk00lFu1ZftnL5HAhCXRtCQS0dW)

To create a new Time Condition for your office, select "Add Time Condition".

![](https://lh4.googleusercontent.com/oJyToo5F-Nc28aQ5LkravT3pB9U1cTE1RC4N3aTU02JnxdnkY7eQ_1S6uXC_J4sYrElB9qIbcRaqIFn1Nrp-8OVOUZ_3m6THX5G2k_saEatQT78STfgKarccZUHlFolL4AJ0CMA5)

Here, enter the details for the new time condition like :&#x20;

1. **Time :** The Start and Stop time of this time condition.
2. **Week Day :** The week days from Monday to Sunday when you want this time condition to apply.
3. **Month Day :** The Month day or the dates when you want the time condition to be active.&#x20;
4. **Month :** The Months when the time condition will be active.
5. **Destination Type :** You can choose a destination type from Direct to VM, Extension, Fax, Group, etc.
6. **Destination :** You can specify the destination by choosing from this drop down menu.

Click on **Save Changes** to save your Time Condition.

![](https://lh4.googleusercontent.com/YgDw-UhmSCL0QFGcU_RvUe1IFft6F8Qwy4VVJTxIHLsnOFVxk0TR_WWBRsjinKo7XfeP608bEnGnr1tvmUhjLdJLXzoaFOSRm-e-gMpauFKLwMmy-Ks2ElSCKLwH4wfj1sbc5tFL)

Follow this link to Activate or Deactivate a time condition directly from your IP Phone.

{% content-ref url="/pages/-LcqPY8OJs0ELN9DYpiI" %}
[Setting up Time Condition](/features/set-up-time-condition)
{% endcontent-ref %}


# Call Blocking

Our Phone systems let you block telemarketer's calls and manage unwanted junk calls.

Follow the steps:

&#x20;To add a new number to be blocked, click on “Add New”, and then enter the last 10 digits of the number that you want to block.

![](https://lh3.googleusercontent.com/x3t5jUeUiqxLwrMaml0wJqmVUGVFUKDxl6sGJCdoot43tQ_Q4zfEsWf31PawCtE4JZMPwg3QO4SxAOQCN8ynwO3GWiZoML9m5fRE-dTOx7EzyGxH8Vi57g-xBT3yKPiDRzG2SfiD)

![](https://lh5.googleusercontent.com/QUMbH6Y4hswUeubnCl_jogW55Q1KjX6DzC50WOBdjlTAaQeYaobuPUoWZyyT3dvrZqapZ5OnD5dV1xzaLdO7hcbc20NbMgDoscrRKSmr6ZAN6_OswwFf3L2uSBZZPQdxbkhOGB64)


# Call Center

The **Call center** feature on Cebod Telecom can handle the call volume of an entire call center.

![](https://lh6.googleusercontent.com/ZXFExIbPQArODqXp9-HiU3ZHWk4ACufLINKrxbQyO-tJ2wAgPlzPY_EVvCkqvQv1wzP0VIqVkDlaKJApopUh1Qm3ycnsEiT9UG3UnlcHZdyEEpWIa0JmjmSEITSoiGC8Spci0lpv)

### Here you can manage the following:

{% content-ref url="/pages/-LkOpJdNoA-6-Xq\_Y\_KO" %}
[Active Calls](/new/manage-phone-system/call-center/active-calls)
{% endcontent-ref %}

{% content-ref url="/pages/-LkOpIpwccOwouY8SVnA" %}
[Agents](/new/manage-phone-system/call-center/agents)
{% endcontent-ref %}

{% content-ref url="/pages/-LkOpI8t1IJfx136g1kv" %}
[Queue](/new/manage-phone-system/call-center/queue)
{% endcontent-ref %}

{% content-ref url="/pages/-LkOvtHeZibuztDWeBvR" %}
[Agents to queue](/new/manage-phone-system/call-center/agents-to-queue)
{% endcontent-ref %}

{% content-ref url="/pages/-LkOyXomMIa4LWyM6rki" %}
[Agents Status](/new/manage-phone-system/call-center/agents-status)
{% endcontent-ref %}

{% content-ref url="/pages/-LkOzUxj7vhWCdga-SWK" %}
[Agent Statistics](/new/manage-phone-system/call-center/agent-statistics)
{% endcontent-ref %}


# Activity Dashboard

The *Activity Dashboard* provides a real-time overview of call centre performance using a card-based layout. By default, it displays a summary of the primary call centre.

#### Overview Card Widget

<figure><img src="/files/9BGBHYVrdb2FWYT2tzwm" alt=""><figcaption></figcaption></figure>

Each card widget includes the following metrics:

* **Total Agents**
* **Agents Logged Off**
* **Agents on Break**
* **Agents Available**
* **Total Calls Ringing**
* **Calls on Hold**
* **All Calls**: Click the icon to expand and view detailed call data in a pop-up.
* **Incoming Calls**: Expandable view to show all active inbound calls in a pop-up.
* **Outgoing Calls**: Displays all ongoing outbound calls in a pop-up.

#### Multi-Call Centre Monitoring

For organisations managing multiple call centres, the dashboard allows the addition of separate views for each centre:

* Click the **Copy** icon on an existing card.
* Choose the desired call centre from the dropdown menu.
* A new card with metrics for the selected call centre will appear.

To remove a view, click the **Delete** icon on the respective card.

#### Data Refresh

All metrics displayed on the dashboard are auto-refreshed every 30 seconds to provide near real-time visibility into call centre operations.


# Active Calls

The *Active Calls* page displays all ongoing calls across queues in real time. By default, it shows calls from all queues, but you can filter the view to a specific queue using the dropdown menu.

![](https://lh4.googleusercontent.com/ksBdAYFhgzTyHSeJWQaJAWG_Os-Z7EvfIIune_B-8VhDcjO8KnV9CMIsOUO3yGTycootdZfUNahmMPMYca8iCX-FccAfBIhuOJUNkTk2Q86ROCE5Y6czcxjOF73LjVKV-Vqi7obr)

#### Call Details

For each active call, the following information is provided:

* **Queue Name**
* **Caller ID**
* **Caller Name**
* **Start Time**
* **Queue Join Time**
* **Connected Time**
* **Wait Time**
* **Call Length**
* **Assigned Agent**
* **Call Status**
* **Direction** (Incoming or Outgoing)

This page helps supervisors monitor current activity and manage queue performance efficiently.


# Agents

The *Agents* page provides a consolidated view of agent activity, performance metrics, and current availability status across the call centre.

#### Summary Dashboard

![](https://lh5.googleusercontent.com/MAsqZRdItm_GEn5_Wsr5SmTqjvVoD4ltmN8P_bLUdcamIVI6Z_VqMJfIP-E_nQBAx_h4xo1H8Bo8dtY_WF6vbTzSlLjwtYP-3DSQY3ps-uPM0EDdWK13tgPBJSjTiZVR-ejdU4ST)

At the top, a high-level overview displays key real-time statistics:

* **Total Agents**
* **Agents Available**
* **Agents on Break**
* **Agents Logged In**
* **Agents Not Available**
* **Total Calls Ringing**
* **Active Calls in Queue**
* **Calls on Hold**

#### Real-Time Call Graph

A live line graph visually represents:

* **Active Calls** (Green line)
* **Calls on Hold** (Red line)\
  This graph updates every 30 seconds to reflect the current load on the system.

#### Agent Table

A detailed table lists agent-specific information, including:

* **Agent Extension** (with online and login indicators)
* **Agent Name**
* **Status**
* **State**
* **No Answer Count**
* **Calls Answered**
* **Talk Time**
* **Timestamp**
* **Actions**:
  * Reset Agent Counter
  * Edit Agent Details
  * Delete Agent
  * Copy Agent
  * View/Update Agent’s Call Queue

#### Actions

* **Add Agent**: Opens a dedicated page for adding a new agent.
* **Reset Counter for All Agents**: Resets performance counters (e.g., calls answered, no answers) for every agent on the list.

#### Filters

Use filters to refine the displayed agent list:

* **Queue** (Dropdown)
* **Agent** (Dropdown)
* **Status** (Dropdown)\
  After selecting filter criteria, click **Filter** to apply. Use the **Reset Filter** to clear all selections.

***

#### Understanding Agent Status vs. Agent State

* **Agent Status**:\
  Represents the agent's general availability and must be manually set. It affects the next call behaviour but not the current call status.

  > *Example: If an agent sets their status to "Logged Out" while on a call, the current call continues, but they won't receive the next call.*
* **Agent State**:\
  Reflects the agent's real-time call handling position and is updated dynamically by the system.

**Agent States**

| State               | Description                                      |
| ------------------- | ------------------------------------------------ |
| **Idle**            | Not engaged, not receiving or waiting for calls. |
| **Waiting**         | Ready to receive calls.                          |
| **Receiving**       | A call is currently being offered.               |
| **In a Queue Call** | Actively on a queue call.                        |

**Agent Statuses**

| Status                    | Description                                                             |
| ------------------------- | ----------------------------------------------------------------------- |
| **Logged Out**            | Not logged into the queue; will not receive any queue calls.            |
| **Available**             | Fully available for receiving queue calls.                              |
| **Available (On Demand)** | Will become Idle after current call; won’t go to Waiting automatically. |
| **Agent On Break**        | Logged in but on break; will not receive calls.                         |
| **Meeting**               | In a meeting; not ready to handle calls.                                |
| **After Call Work (ACW)** | Completing post-call work; not ready for next call.                     |
| **Lunch Break**           | On lunch break.                                                         |
| **Scheduled Break**       | On a scheduled break.                                                   |
| **Training**              | Currently in a training session.                                        |
| **Not Ready**             | Marked as unavailable for calls.                                        |
| **Technical Issue**       | Experiencing a technical issue; unable to take calls.                   |

By distinguishing between *status* and *state*, the system ensures accurate agent routing and performance tracking without interrupting active calls.


# Add Agent

The *Add Agent* page is accessed by clicking the **Add Agent** button on the *Agents* page. It allows you to assign existing users or extensions as call centre agents and configure their initial settings.

<figure><img src="/files/PWhreDD7wLnkkXcTe0x1" alt=""><figcaption></figcaption></figure>

#### Select Users to Add as Agents

* A list of available users/extensions is displayed on the left.
* Select one or more users using the **Shift** key and scroll to view all entries.
* Selected users will appear under the **Added Agents** list on the right.

#### Agent Configuration Options

For each agent, you can configure the following parameters:

**Agent Status**

Defines the agent's general availability:

* **Logged Out**: Cannot receive queue calls.
* **Available**: Ready to receive queue calls.
* **Available (On Demand)**: Will be set to *Idle* after the current call (not automatically to *Waiting*).
* **On Break**: Logged in but temporarily unavailable for queue calls.

**Agent State**

Represents the agent’s real-time position in the call handling process:

* **Idle**: Not engaged in calls or waiting.
* **Waiting**: Ready to receive incoming queue calls.
* **Receiving**: Currently being offered a queue call.
* **In a Queue Call**: Actively on a queue call.

#### Advanced Agent Settings

* **Leg Timeout** (*Default: 30 sec*):\
  The duration of the call which will ring at the agent’s extension.
* **Max No. of Answers** (*Default: 0*):\
  If the agent fails to answer this number of calls, their status is automatically set to ***On Break***.
* **Wrap-Up Time** (*Default: 20 sec*):\
  Time allotted after a call ends before the agent becomes available again, allowing for post-call tasks.
* **Reject Delay Time** (*Default: 60 sec*):\
  If the agent manually rejects a call, the system waits this long before attempting to call them again.
* **Busy Delay Time** (*Default: 60 sec*):\
  If the agent is marked as ***Do Not Disturb***, the system will retry after this duration.
* **No Answer Delay Time** (*Default: 30 sec*):\
  If the agent doesn’t answer a call, this delay is observed before another attempt is made.

#### Final Actions

* **Create**: Adds the selected agents with the configured settings.
* **Cancel**: Discards all changes and returns to the *Agents* page.


# Queue

This contains all the queues that you have created along with the strategy, the time based score, queue status, destination type, destination. Under Actions, you can edit existing queues by clicking on the "pencil" icon (edit icon)  delete an existing queue.

![](https://lh5.googleusercontent.com/C3KUfUUPBUp_TpT9Q8L-ka5k6frV6t2fhvLsVf6h2Lofkn5fFpRcQkh2gv6rYfmCXevtjisVu02vrXLw_PyXJv44KyeUWdWWorjXF4_htKwgi_U8ABNsMRs6HeiuMjm8zMEsGRXm)

To add a new queue, click on "**Add Queue**" and fill in the details accordingly as shown in the image below. This is explained in detail below:

![](https://lh4.googleusercontent.com/-E8EFmvUY05ZbX9j_NnAnUumeXjcwUeOOiECXGGAs-t0YK1cGH6MMPajHaAXVszXYjATTLVEDf6Ec446uKre3rVeccw6QpXF0QCuYO4NlHNkl3K1B4zdqdp_DcTNYUapnCraSQmV)

![](https://lh4.googleusercontent.com/F-E8Y11yXseUG8FwOMBOZFwNhB9kIkEvuw0flwFmaZivFn9j6wZkh7K-w5_ZCqctqaOKKWhiMt0Zcd-WG1fPz0ENfOa9R2RSS3alaiGiSAtDhZ4MIyQ9MdYA71APytVnBtwA2Qrb)

![](https://lh4.googleusercontent.com/ZY7Z77tL-QBpM1A2OAmgE445CXbadpSD_uLCT7seNKA3q0wJ--xfhp_bSTgrY4eplzmZ6qeZIoZCoUgb49abikCXdUNbPENghVeLSLb53T8OjUG52AWbpTzdoEVnwUn48vtzPDA0)

### Strategy :  <a href="#mod_callcenter-distributionstrategy" id="mod_callcenter-distributionstrategy"></a>

The strategy defines how calls are distributed in a queue. A table of different strategies can be found below.

| **String**                  | **Description**                                                                                                                 |
| --------------------------- | ------------------------------------------------------------------------------------------------------------------------------- |
| ring-all                    | Rings all agents simultaneously.                                                                                                |
| longest-idle-agent          | Rings the agent who has been idle the longest taking into account tier level.                                                   |
| round-robin                 | Rings the agent in position but remember last tried agent.                                                                      |
| top-down                    | Rings the agent in order position starting from 1 for every member.                                                             |
| agent-with-least-talk-time  | Rings the agent with least talk time.                                                                                           |
| agent-with-fewest-calls     | Rings the agent with fewest calls.                                                                                              |
| sequentially-by-agent-order | Rings agents sequentially by tier & order.                                                                                      |
| random                      | Rings agents in random order.                                                                                                   |
| ring-progressively          | Rings agents in the same way as top-down, but keeping the previous members ringing (it basically leads to ring-all in the end). |

![](https://lh3.googleusercontent.com/qWQ_wTBtgxoC8GsIzoCSVQsUjxoa35DfypSkdk--Flp54Pa139ZKXnUL7pxotsvbdbJ-RjAF553F-9RctB9BNJaS-RXRiwBDIYM5emGdmoJmBXjEIv0TNgOgSgHoyiQK1KPwn1pY)

### Time base score <a href="#mod_callcenter-timebasescore" id="mod_callcenter-timebasescore"></a>

When a caller goes into a queue, we can add to their base score the total number of seconds they have been in the system. This enables the caller to get in front of other callers by the amount of time they have already spent waiting elsewhere.

The time-base-score param in a queue can be set as 'queue' (base score counts only the time the caller is in this queue) or 'system' (base score accounts for the total time of the call).

![](/files/o9TTDw0YJqMnEEfr60P1)

### Max-wait-time

Default to 0 to be disabled. Any value are in seconds, and will define the delay before we quit the call center application IF the member haven't been answered by an agent. Can be used for sending call in voicemail if wait time is too long.

### Max-wait-time-with-no-agent

Default to 0 to be disabled. The value is in seconds, and it will define the amount of time the queue has to be empty (without logged agents, on a call or not) before we disconnect all members. This principle protects kicking all members waiting if all agents are logged off by accident.

### Max-wait-time-with-no-agent-time-reached

Default to 5. Any value are in seconds, and will define the length of time after the max-wait-time-with-no-agent is reached to reject new caller. This allow for kicking caller if no agent are logged in for over 5 seconds, but new caller after that 5 seconds is reached can have a lower limit.

### Tier-rules-apply

Can be True or False. This defines if we should apply the following tier rules when a caller advances through a queue's tiers. If False, they will use all tiers with no wait.

![](/files/7VnbQYQYAzRLPmHrRu0w)


# Agents to queue

Here, you can add one or more agents to the existing queues.

![](https://lh6.googleusercontent.com/DnZR66Xul_kGTyaNwY-VnMtALWzTz9aJ15_BbgclxKvc2ll1y5guOuWxj3d7IDzC0T4-x2apIM1vR3ukGMDZYoeqoF4Xyo-4O3u4pFCs4zlAENJsi14q16JCRD5SG9iYxoK7y1Oz)

To add a new agent to the queue, click on the "**Create New**" button. Select an agent or multiple agents from the list of agents and then select a queue from the drop down menu.

Click on **Create**.

![](https://lh3.googleusercontent.com/XT705jDw6zt6fLAqysFSuLmsnBxgKTmc_JkkKJNTzii8Zpoh7T7fEigeZQc8AFKt9yjePeF2m7W-mLqUMP43QzUbHLJKMscWN-CZihp_T7jlWNwY-UR7QXY6lOBDXHM2wkjdF4AB)

To Update Agent to the Queue, Click on the "pencil icon" (edit icon).&#x20;

![](https://lh4.googleusercontent.com/FDslMn_d69hmQNkFBNgEbZ2pwg7EDjTTx8rWKplk5e8kwm7cu4-RnHOxjrXq5VGNqnsLqWAhzjqjlZ3qW6G56SHPrz9SFFuy0vffBb3QecHsjLl1S5dbZ2FuSy6qkBrIsJPfpcEC)

Here you can select an agent name and the queue from the drop down menu and assign the position to that particular agent.

Next, click on **Update** to save your changes.


# Agents Status

The **Agent Status** page displays a log of status changes performed by agents during their shift. This helps supervisors track availability, break types, and general agent activity in real time or for historical review.

<figure><img src="/files/87rYBKeFtDk4dD9HMfsX" alt=""><figcaption></figcaption></figure>

**Displayed Fields:**

| Field          | Description                                                                    |
| -------------- | ------------------------------------------------------------------------------ |
| **Agent**      | The name or extension of the agent who performed the action.                   |
| **Timestamp**  | Date and time when the status change occurred.                                 |
| **Action**     | The status the agent changed to (e.g., Logged In, On Break, Meeting, etc.).    |
| **Source**     | Indicates how the action was triggered (e.g., phone dial code, web interface). |
| **IP Address** | IP address from where the status change was initiated, if available.           |

***

**Possible Agent Status Actions:**

* **Login**
* **Logoff**
* **On Break**
* **Available on Demand**
* **After Call Work (ACW)**
* **Lunch Break**
* **Scheduled Break**
* **Training**
* **Not Ready**
* **Technical Issue**
* **Meeting**

Each status reflects an operational state of the agent and can be used for reporting, monitoring, and workforce management.


# Agent Statistics

You can check the agent statistics here. To filter your choices, select the agent from the drop down menu and select the hangup cause from the other drop down.

![](/files/-LkP-1Zw7vNJeJ5hsR8z)

The hang-up causes listed are:

* **No User response :** When the user was not able to provide a helpful response to the caller.
* **No Answer :** When  the agent did not answer the call.
* **User Busy :** When the agent is busy on another call.
* **Normal Clearing :** When the call is taken by the agent.
* **Lose Race**: Occurs when the call was ringing to multiple agents, and another agent answered it.
* **Call Rejected**: Indicates that the agent rejected the ringing call.
* **Normal Temporary Failure**: The call cannot be completed, often due to an invalid dialed number or the number not accepting incoming calls (usually for outgoing calls).
* **Originator Cancel**: The caller disconnected the call while it was still ringing.

![](/files/-LkP-95m-utw1iHWfBo6)


# Dialer Features for Call Center Agents

The *Dialer* application provides a range of features tailored for call center agents, offering quick access to status management, automation, and post-call actions directly from the dialer interface.

***

#### 1. Agent Status Display

At the bottom-left corner of the dialer window, the agent's current status is displayed based on the last dialed status code.

<mark style="color:red;">**Important Note:**</mark>\
*These statuses are stored locally on the dialer. For example, if an agent logs in from the dialer using **`*41`** and logs out from a separate device (e.g., desk phone) using **`*42`**, **the dialer** will still show the status as "Online (Agent Logged In)", but the status for the agent will be updated in the system.*

*To manually reset or clear the status on the dialer, the agent can dial **`*11`**.*

*Best practice is to log in only from the dialer, and that's also from one location.*

<figure><img src="/files/1d5n3RNJaFFbmIhvJisl" alt=""><figcaption></figcaption></figure>

***

#### Available Agent Status Dial Codes

Agents can change their status by dialing the following feature codes from the dialer:

| Dial Code | Status Displayed on Dialer         |
| --------- | ---------------------------------- |
| `*41`     | Online (Agent Logged In)           |
| `*42`     | Online (Agent Logged Off)          |
| `*43`     | Online (Agent On Break)            |
| `*44`     | Online (Agent Available on Demand) |
| `*31`     | Online (Agent ACWA)                |
| `*32`     | Online (Agent On Lunch)            |
| `*33`     | Online (Agent Sch Break)           |
| `*34`     | Online (Agent On Training)         |
| `*35`     | Online (Agent Not Ready)           |
| `*36`     | Online (Agent Tech Issue)          |
| `*37`     | Online (Agent in Meeting)          |

***

#### 2. Auto-Answer Feature

The dialer supports **Auto-Answer** to streamline call handling. When enabled, a **beep tone** alerts the agent before the call is connected.

**How to Enable:**

* Open **Dialer Settings** with `Ctrl + P`  or by clicking <img src="/files/GMvjZgpk48kqFqoeJ6ND" alt="" data-size="line"> on the dialer window.

<figure><img src="/files/H6oTVh7FqgNEXvCteunR" alt="" width="217"><figcaption></figcaption></figure>

* Locate the **Auto Answer** dropdown

<figure><img src="/files/gEeNz1gd7OX3TGCHqtRQ" alt="" width="230"><figcaption></figcaption></figure>

* Select one of the following modes:
  * **All Calls** – Automatically answers all incoming calls.
  * **Control Button** – Displays a toggle button on the main dialer screen, allowing the agent to turn auto-answer on or off dynamically.

***

#### 3. Bring Call Window to Front

This feature ensures that the incoming call pop-up window is always visible by bringing it to the foreground.

**How to Enable:**

* Go to **Dialer Settings** (`Ctrl + P`)
* Check the box labeled **Bring to Front on Incoming Call**

<figure><img src="/files/pX1MD5HWW8bmIZcKOH1D" alt="" width="259"><figcaption></figcaption></figure>

***

#### 4. Call Disposition

This feature prompts agents to assign a disposition to each call after it ends, helping with call tracking and outcome analysis.

**How to Enable:**

* Open **Dialer Settings** (`Ctrl + P`)
* Check the box next to **Enable Disposition**

<figure><img src="/files/IcEoU2lLJmJ5CXeqaSwD" alt="" width="259"><figcaption></figcaption></figure>

Once enabled, a pop-up appears at the end of every call, allowing agents to select a relevant disposition.

**Available Call Dispositions:**

* Interested
* Not Interested
* Call Back Scheduled
* Sale/Conversion Made
* Needs Manager Approval
* Follow-up Required
* Upset/Complaint
* No Answer
* Voicemail Left
* Busy Line
* Disconnected/Invalid Number
* Do Not Call Request
* Wrong Number
* Langauge Barrier
* Already A Customer
* Duplicate Contact
* Not A Decision Maker
* System Issue
* Transfer To Another Department
* Test Call

Click here for instructions on [**Cebod Dialer Installation and Setup.**](/overview/cebod-telecom-free-applications/setup-cebod-pc-dialer)<br>


# Setup Paging

The **Setup Paging** section allows you to create and manage paging groups within your phone system. Paging groups are used to broadcast announcements to multiple devices simultaneously. You can configure multiple paging groups to support different departments or locations within the same network.

***

**Creating a Paging Group**

1. Click **Add Paging Group**.
2. A pop-up window will appear with two sections:
   * **Available Options** – Displays the list of available devices and extensions.
   * **Paged Extensions** – Select and move the desired devices/extensions here to include them in the new paging group.
3. Save the configuration to create the paging group.

<figure><img src="/files/MguxsAJLEfeF8LwqQGgu" alt=""><figcaption></figcaption></figure>

***

**Paging Group Details**

Once created, the paging groups are listed with the following information:

* **Group Number** – Unique identifier for the paging group.
* **MAC Addresses/Members** – Devices or extensions included in the paging group.
* **IP Address** – Associated IP address for the group.
* **Created** – Date and time the group was created.
* **Action** – Options to update or manage the paging group.

<figure><img src="/files/hHKyhsP2g3kpUZi9Km4F" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
You can edit the setting or delete a paging group from the icons under **"Action".** Also, you can export the list into a CSV format via **"Export (.csv)"** button.
{% endhint %}

***

**Example Use Cases**

* **HR Announcements** – A paging group that includes all office desk phones for company-wide HR updates.
* **Warehouse Paging Group** – A group with devices located in the warehouse to broadcast shipping or safety updates.
* **Emergency Notifications** – A special paging group for broadcasting urgent alerts to all extensions in the network.

***


# Play Recording

The **Play Recording** feature allows you to create and manage recorded announcements that can be used within a call flow or as a destination. A recording can be configured to either route the call to the next destination or end the call after playback.

***

**Creating a New Recording**

Click **Add New** to create a new recording. The following fields are required:

* **Name**\* – Enter a descriptive name for the recording.
* **Announcement File**\* – Choose an existing file from the drop-down or upload a new recording file.
* **Next Destination Type**\* – Select the type of destination the call should be routed to after the announcement. Options include:
  * Extension
  * Call Group
  * IVR
  * Call Center
  * Call Forwarding
  * Hangup etc.
* **Next Destination** – Specify the exact extension, group, or destination based on the type selected above.
* Click **"Create"** to save.

<figure><img src="/files/tnzhpLkfNmiLoKibvt1j" alt=""><figcaption></figcaption></figure>

***

**Detailed View**

The list of created recordings is displayed in a table with the following information:

* **ID** – Unique identifier of the recording.
* **Name** – Recording name.
* **Announcement File** – Associated audio file.
* **Next Destination Type/Next Destination** – Routing configuration after the recording is played.
* **Action** – Options to edit or delete the recording.

<figure><img src="/files/8IxvvnpqpiiGI7TQlXJq" alt=""><figcaption></figcaption></figure>

***

**Example Use Cases:**

* **Call Recording Announcement –** Play a notification to the user regarding call recording, then transfer the call to the desired destination.
* **Promotional Announcement** – Share promotional information, then transfer the call to the sales department.
* **Compliance Notice** – Inform callers of important legal or compliance information before routing them to support.
* **Holiday Greeting** – Play a standard greeting during the holiday, then route the caller to voicemail or hang up.
* **After Hours Message** – Play a closed-hours message and then end the call.


# Modify Caller ID Name

The **Modify Caller ID Name** feature allows you to customize the caller ID name that will be displayed on phones and applications. This can be used to identify **specific departments, campaigns, or call flows**.

*Note: Caller ID name modification is not applicable when forwarding a call to an external number.*

***

**Adding a New Caller ID Name**

Click **Add New** to configure a new caller ID name. Complete the following fields:

* **Name**\* – Enter the caller ID name to display.
* **Next Destination Type**\* – Select where the call should be routed after applying the caller ID name. Options include:
  * Extension
  * Call Group
  * IVR
  * Call Center
  * Call Forwarding
  * Other available destinations
* **Next Destination**\* – Specify the extension, group, or destination based on the type selected above.

Click **Create** to save the new configuration.

<figure><img src="/files/Cb1kz6Cfvsh6YbqZFnSD" alt=""><figcaption></figcaption></figure>

***

**Detailed View**

The configured caller ID names are listed in a table with the following details:

* **ID** – Unique identifier of the entry.
* **Name** – Caller ID name being applied.
* **Destination Type / Destination** – Routing configuration after caller ID modification.
* **Action** – Options to edit, copy, or delete the entry.

<figure><img src="/files/p1ACTNeNUFjctmxr7wKd" alt=""><figcaption></figcaption></figure>

***

**Example Use Cases**

* **Sales Department** – Modify caller ID to display "Sales Team" when routing calls to the sales group.
* **Support Queue** – Display "Tech Support" for calls routed to the support call centre.
* **Internal Campaigns** – Assign a campaign-specific caller ID for tracking inbound calls.


# Tools / Settings

![](https://lh4.googleusercontent.com/y5UK6LDAyC7eD53-IRHgRN317B567qdFNvGZAofVhddRCabdpo321DGCVXfenGXLNXZuuW4as0KJ1oK1hPAKNW6tmm1Dq2nG5ZjHwGgc4Ybp-rPVxfK4BzmIOBTPbY-CGIlj9PhU)


# Manage Phone Lines

In this section, you can view and modify number of phone lines in your account. Add or remove phone lines as needed.&#x20;

![](https://lh4.googleusercontent.com/TbUXQhqJRd9dBLtWzeIWOW0HfRpEHGBNYaN3Axzan5zrw9amXYNo4lh4XDiCm28HTd1BRq8aMNp-S8pKA-j3wnzlISxogkxn7NJklIdY1G9OcWg3R8hrSZgWeeUlGmSRJ1ABCxwO)

The number of active lines in your account determines the number of people who can be on the phone at the same time talking to someone outside of the company. It could be either incoming or outgoing call. Employee A talking to Employee B on an extension is not counted.

![](https://lh5.googleusercontent.com/mDmAjXzQe-HaYFwnsz4HhcW2jWKpT-WHD7ohwhAi5A0C7E2mHp98kp8gbV_xDxMa110-pqGLrv_qtxhh6lgYE-kqOMtE8FQf8mQFhzpgHwt9UpnAg0IasOg73T06srhNmiXWmbhC)

To add Phone lines, Click on **Add a Phone Line** ***.***&#x48;ere you can enter the number of phone line that you would like to add and click on **Next.**

![](https://lh4.googleusercontent.com/IJrHwiyJGMu11IuklKxNH3YvX6pM32QOY_tVbjwkjURXXhW4-_mGCfrUBZHj4vWwYHfb40ok9FJLXSn4vhFqhQ145pGWvJqaGRTWLo3PIO7c8yLzDiGaJexVxeTaNdWcDPkalHRI)

Confirm the number of Phone Lines click on **Add to Cart**.

![](https://lh3.googleusercontent.com/Jj5riC2Hqcw2vSSmP9KV3GzZ1lew2uX8ltK7eODCDuZ4NiVO2j8uBiLQYUKJXUF8T2Fad1wynr4OgQuTZP8gipMCwTQRX6RBn52xMiNXVKTxHZis2PwsUjYYt38l0fL_P7Gyo077)

Next, you can **Make Payment**.

![](https://lh6.googleusercontent.com/NtQfHqg3RKejrdd8jB1SheYPWXd2-f_SjMQs2cQ1WMUBL80rgGYqWf_HpmCx_hSv7iC0Dj6DXeo1_4FGV5gGNIiM-nxw8FpgoM15I9EU8hhF-pii00Fqslo262M13Ad1BpcEFkJF)

The phone lines are added to your account.


# Add 911 Address

You can Enable / Disable Emergency 911 service on a Phone Number.&#x20;

![](https://lh5.googleusercontent.com/MqOLr9lq-80qaUqVkLGd-MS_RPGO6jiszHf4jCbX3a4-l_t8Q6K0OhdniHTpbEOaD7hdH9jvuJxbaS-GPjPd6VHGVzjpyE092TIOPplq2S3j35Z8AUs5-wbX8eakSTGf1nI9SDH6)

Follow these steps:

**Step 1:** Select the Company Phone Number on which you would like to activate E-911 service.

**Step 2:** Click on Select Action, and choose Add/Update E911.&#x20;

![](/files/-Lfte3T-E8iYVN2sXtB5)

**Step 3:** Click on Edit Selected. Fill the address details and click on Save and Continue.

![](https://lh5.googleusercontent.com/-gw-kGwNk1F9Q1nzVf-R9oxD2xx_eYiQmLgqjBEqXZvbkTTrpSKHfnDpPJ3jFbVK8hZXAd3zJfO7qj_NUCMd2Y8iExmxgOhkSri1LLow6nAQynTJWLs72tG_01oe3cEFiAMKxIBX)

Your E911 is successfully activated.


# SMS

You can enable / Disable SMS service on a phone number and set SMS forwarding for a particular Phone Number.

![](https://lh4.googleusercontent.com/guLdPFnO0eE7YKltHMBoDeNsbNB3GfhZ4cl9XKvtBDnOqApAz9nxlorBVFxP1Wq-47WO4wwAyKQv6yR02IKAME39e40Hj461NIszMSq5730QZPeLjSqZ4i_-7_CPCdegpmg2WV9v)

Select a Phone number and click on Select action. Choose Enable SMS or Disable SMS.

![](/files/-Lftf2qSlwliwq-W2EBQ)

Click on Edit Selected and the settings will be saved.


# Forwarding SMS to Webhook

### Forwarding SMS to a Webhook

SMS forwarding allows incoming SMS messages to be automatically forwarded to an HTTP webhook, enabling your application to receive and process SMS messages in real time.

#### Configure SMS Forwarding

1. Navigate to **Tools/Settings > SMS**.
2. Under the **Actions** column, click the **Forward** icon for the phone number you want to configure.
3. In the forwarding options, select **HTTP URL** as the forwarding type.
4. Enter your application's webhook URL.
5. Click **Save** to apply the changes.

Once configured, all incoming SMS messages received on the selected phone number will be forwarded to the specified webhook URL.

<figure><img src="/files/LG5DG3NZwBk7mCU353ue" alt=""><figcaption></figcaption></figure>

#### Use Cases

* Integrate incoming SMS with your CRM or helpdesk system.
* Trigger automated workflows when an SMS is received.
* Process SMS messages using custom applications or AI services.
* Send SMS notifications to third-party platforms in real time.

#### Note

* Ensure your webhook URL is publicly accessible and capable of accepting HTTP POST requests.
* Verify that your application returns a successful HTTP response to acknowledge receipt of the webhook. Failure to do so may result in delivery retries, depending on the webhook configuration.
* You can update or disable SMS forwarding at any time by revisiting **Tools/Settings > SMS** and modifying the forwarding configuration.


# SMS Webhook & APIs

The **Webhook & APIs** section enables developers and third-party applications to integrate with the Cebod Telecom platform. It provides real-time event notifications using webhooks and REST APIs for sending SMS, retrieving SMS records, and managing SMS forwarding.

***

### Webhooks

Webhooks allow Cebod Telecom to automatically send event data to your application whenever a configured event occurs.

**Sample data payload for SMS:**

<mark style="color:$info;">{"text":"Hello John! Your appointment is confirmed for tomorrow at 10:30 AM. Please reply YES to confirm or call us at 800-xxx-1234 if you need assistance","from":"1949xxxxxxx","to":\["1949xxxxxxx"],"referenceid":"74A7F007","deliveryReceipt":false,"created\_at":"2026-07-08 11:09:02","status":"received","media\_urls":\[],"cost":0,"message\_count":1,"message\_encoding":"GSM-7","character\_length":160}</mark>

**Sample data payload for MMS:**

<mark style="color:$info;">{"text":"Here is a picture you requested.","from":"1949xxxxxxx","to":\["1949xxxxxxx"],"referenceid":"99181171-c6e5-4608-bbb0-fa94ae3a869c","deliveryReceipt":false,"created\_at":"2026-07-08 11:56:28","status":"received","media\_urls":\["<https://dove.sfo2.digitaloceanspaces.com/didforsale-mms/2026-07-08/dvjqi2f9im50d120e5rlqo49j3bp-1783536987.jpeg"],"cost":0,"message\\_count":1,"message\\_encoding":"","character\\_length":0}></mark>

***

### To forward SMS to a webhook, refer the page below.

{% content-ref url="/pages/NwonNjFiaNVZpdfhh8fv" %}
[Forwarding SMS to Webhook](/new/tools-settings/sms/forwarding-sms-to-webhook)
{% endcontent-ref %}

***

## SMS APIs

The following SMS APIs are available for developers.

***

### 1. Send SMS API

The **Send SMS API** allows your application to send SMS messages through the Cebod Telecom platform.

*For complete request parameters and examples, refer to the* [*API documentation*](https://api.cebodtelecom.com/documentation/)*.*

***

### 2. Set SMS Forwarding API

The **Set SMS Forwarding API** allows you to configure SMS forwarding to another destination or endpoint.

*For complete request parameters and examples, refer to the* [*API documentation*](https://api.cebodtelecom.com/documentation/)*.*

***

### 3. SMS CDR API

The **SMS CDR API** returns SMS message records sent or received from your account.

*For complete request parameters and examples, refer to the* [*API documentation*](https://api.cebodtelecom.com/documentation/)*.*

***

### 4. SMS Detail API

The **SMS Detail API** retrieves detailed information about a specific SMS message.

The request requires either the **SMS ID** or the **Reference ID** as a URL parameter.

*For complete request parameters and examples, refer to the* [*API documentation*](https://api.cebodtelecom.com/documentation/)*.*

***

### Resources

* [**SMS API Reference**](https://api.cebodtelecom.com/documentation/)&#x20;
* [**Complete REST API Documentation**](https://api.cebodtelecom.com/documentation/)&#x20;

This section is intended for developers integrating SMS functionality and real-time event notifications with the Cebod Telecom platform.


# International Calling

You can Enable or Disable international calling for all countries here.

&#x20;

![](/files/mKekdIQoXhcfDjIblaNT)


# Outbound Rates

&#x20;   Here you can find the outbound rates from A-Z for international calling.

![](https://lh3.googleusercontent.com/Q4vecquCT1CJkgcwZbMcnXCii3L1OEAL-bEaY9iEk2KtU9OkLelv_eXIC256p3cgStLbR-A2fciiWvOGq1Eev-pVr5Wk4HLfjIBC63qammGLmdXvXzMmGEF3eyYSELFtyWxM1eNr)


# Manage Recordings

Automated Recordings are used everywhere in the phone system. In this section, you can manage all recordings, and upload wave files to the system. These recording/files can be used for groups, IVR, announcements etc. To add a new recording, click on “Add Recording.”

![](https://lh5.googleusercontent.com/RlSbNrAxxaH5TIfKF2POD1UT8CR3zb65uWMdkudleMeQ8wRZ2DlxZ9swmYOlsKmCJ_pByDMDJJcF_TMRsaya0ok6IyQxCoL_43-6dvAeq60_AYKHPMoeOH0wAagxQu1J5KEVgSfp)

&#x20;File Name: Choose an easy to remember name.&#x20;

File Type: Recording or Template. (Recordings are audio files, templates are email templates used in post call events).

![](https://lh3.googleusercontent.com/7mIFJNvOxJZoO0bzUvTg-VqP0wfRXzaG1CXhO3kEz9uut1734LXNYIg4TBsKUhbd_9hfs8wgBQCX0MJ5TsJ0i6v9WXmsSEdacFxShNgU8VJZqLkUbcimrnZFRgTI9MrC1rpclYtU)

How you want to record: You can upload a prerecorded wave file, or you can use our automated Text-to-speech engine. Click on “Create New” and your recording is there.

You also have the option to create <mark style="color:red;">**AI-generated text-to-speech**</mark> recordings, providing a more realistic and interactive experience with a human-like voice. Follow the next page for information and instructions.


# AI Text-to-Speech Feature

Welcome to the documentation for our latest feature – AI-based Text-to-Speech (TTS).

### Benefits

* **High-Quality Speech**: Our AI model produces high-quality, natural-sounding speech with improved expressiveness and clarity.
* **Customization Options**: Tailor the generated speech by adjusting parameters such as pitch, speed, and voice style to suit your specific needs.

*<mark style="color:red;">Feel free to listen to the samples and choose the one you'd like to generate.</mark>*

1. **Select the option Paid.**

<figure><img src="/files/wIXfeouuHpjjt1fJLFxA" alt=""><figcaption></figcaption></figure>

2. You will see a new menu on the right-hand side with various options like Engine, Language and Voice ID.

<figure><img src="/files/k7I9Bf7jXJK1ts3kxSp9" alt=""><figcaption></figcaption></figure>

3. You can also click Advanced Options to get more controls like Volume, Rate and Pitch. This will help you further customize the audio.

<figure><img src="/files/us8vH6cnb3FwQoy4OMuv" alt=""><figcaption></figcaption></figure>

You can click the **Samples** so that you can listen to *free* sample audio before generating a preview of the desired audio file.&#x20;

<figure><img src="/files/icqD80REBcbQJqJMfBt5" alt=""><figcaption></figcaption></figure>

*<mark style="color:red;">Note: Generating a preview will charge a minimal amount of fee as mentioned on the page.</mark>*

<figure><img src="/files/EfjdFIVU7TGu6cIdNlk1" alt=""><figcaption></figcaption></figure>

After generating the preview audio, you can hit **Confirm** to select this file. If you generate a preview for multiple files then you will see multiple files with the confirm option.


# Global Settings

Under Global Settings, you can make changes to the Timezone, Music on hold, and SIP Transportation type (TCP/UDP).

![](https://lh3.googleusercontent.com/0azLnW7hRDqgo4DPQOeLjyguyjm9RtHpIOf1leon9gllSYLUyltjGqmwWpMjnTA943wwgDMutrXpK1uJlgGtFRbDgjwZWuMP7Ya-JI7u3e8JJkqwgOyQT5wvRRw3dF1UlRiuUZQw)

Select the required options from the dropdown menu and click on save.

![](https://lh3.googleusercontent.com/GJIHopd5dZErsGLfTv4J0YbvU1X4oJR5tzcR4Bqykm7-dJlubx_vXxwOX9wWGwnBV6ibFshv3S1Omt5MwEwab_XnwgUtNSrLlWwbahtUBkTD7RtrYOeV7HM_4V6AK8niUGF7upc3)


# Daily Spent Control

The Daily Spent control allows administrators to manage and monitor daily call spending using configurable limits and automated email alerts.

**Navigation:**\
Go to **Tools/Settings > Global Settings**

<figure><img src="/files/4Sm5Zs2jaBxFitiOJcZt" alt=""><figcaption></figcaption></figure>

Configuration Options:

* **Daily Spend Limit (in $):**\
  Specifies the maximum dollar amount allowed to be spent on calls per day.
* **Daily Spent Warning Alert (in %):**\
  Sets the percentage threshold of the daily spend limit at which a *warning email* is triggered.
  * Alerts are sent every hour once this threshold is reached.
* **Daily Spent Critical Alert (in %):**\
  Sets the percentage threshold for a *critical alert email*.
  * Alerts are sent every 10 minutes once this threshold is crossed.

#### Notes:

* Limits apply **only** to call-related spending.
* Settings are customizable to suit user requirements.
* Emails are sent to both the **admin** and all **user-admin** email addresses.


# Voicemail Greetings

Here you can add new voicemail greeting messages for your Phone Number or extension.

To add a new Voicemail Greeting, click on **Add New**.&#x20;

Select the **Extension Number** first, then choose the **Greeting Number**. Click on **Create**.

![](https://lh6.googleusercontent.com/y6fEdG5sFSM04VwoTG_H_z1WLLAgxDeZlOw1OkRow1NodUANlcpLjkpWpcGDAR-FyHMuqwPekoYIc_JCWjxStNZ-O_2BXr6gRS0-H118EnaLcb8eJZbXRhyJF-R-th0_k7uIjrZq)

You can also click on **Choose File** and browse a wav|mp3 file for your Voicemails.

![](/files/shKCIxeYDAG1DYsahMbl)


# CNAM

Navigate to the "Tools/Settings > CNAM "  section.

**Step 1: Select the numbers**

* Locate the numbers you want to modify and select them.

**Step 2: Select "Add/Update CNAM" from Dropdown**

* From the dropdown menu, choose "Add/Update CNAM."

**Step 3: Click the "Edit Selected" Button**

* After selecting the numbers, click on the "Edit Selected" button. This will lead you to a new menu.

**Step 4: Choose the CNAM Option**

* In the new menu on the right-hand side, choose either 'Keep it' or 'New one' based on your preference.

**Step 5: Enter CNAM Name**

* Enter the desired CNAM Name in the provided field.&#x20;

<mark style="color:red;">Note: The name should not exceed 15 characters, including white space, and special characters are not allowed.</mark>

**Step 6: Save Changes**

* Once you've entered the CNAM Name, look for a "Save" or "Apply Changes" button and click on it to save your settings.

Check the below image for reference.

<figure><img src="/files/8QJVwyJRUAcgxr7OaaRW" alt=""><figcaption></figcaption></figure>


# My Account

![](https://lh5.googleusercontent.com/UcJRM1Z9Uf-gMdc1VcCrfUkJDovXOb4GdkXo-1YEOhjTksNZo6o1GNeesb-LdadlpWLqHCX2L_6QBkF7NpHSLLswap1SQzYgbeLPQXZAP13xzeZ_PoGowbuiAmU0BGSHf2_4tn_y)


# Profile

View and update your address, phone number and contact information.

![](https://lh5.googleusercontent.com/IeGuO8pL9ZLaBXyWO73n2CjE_aOd0OrhWjDLxD4YOB612WdXiacKRU2HAyfhnLRf2y9u2GMCIh-rHIOIes-9u8GyuAqLPAQbyrZdWbQHZ79AlliBUf8ord3TQhUTF2D_W1NlHe5P)


# Change Password:

If needed, the password can be updated here.

To change the password, enter your current password, enter the new password and re enter the new password.

Click on **SAVE**.

![](https://lh3.googleusercontent.com/shTT8Sro2Nr37KE81WYqfjbUqgnlxWVbHngDtnn5qI74AC-5V9fk1Lb5xCO0YYeRGAE0gakLlfEA0sAMrg0u3r7OmdooCqUhQvaVkm52KKQCTNjMULIqFByDAyPihxwxywaTGEzK)


# Add Balance

Make payments to your account using credit card orpaypal service.

Follow these steps to Add Balance to your account:

Go to Account -> Add Balance. Choose an option to make payment. This can be:&#x20;

1. PayPal
2. Credit Card
3. Echeck

If you choose to pay via **Pay Pal**, you can choose to pay predefined amounts or pay any amount by clicking on the desired option as shown below.

![](https://lh4.googleusercontent.com/CmWGtzT6k3QR3s_LUoyrkOHFwFto2DlQXJ7MnOg5mXNpYZkxeAicAVka5neJ7gZZv1zXrNScnmgyu5yH77G9fSpdEZVqQS59XV6fCMzXtfypbiVKO5T0LVMfXuGk0kSBz5NllO7j)

If you choose to pay via credit card, the *minimum amount* that can be payed is *$25*.

![](https://lh3.googleusercontent.com/nWqlTngdGX7I02kJA58Z0_eTy9pfLprHCK80Ucluohm9RyKT8x4iuBvS1mZhLWHv0VQflUZUY1-thq6t83scQRIBX9qCeoDdGw8sxozPXOM6YWLM4Ypw4302O8npGC4V5F_PUmMA)

Enter your **Billing Details** and **Card Details**. Next, Click on **Make Payment**

You can also choose to pay by E-check.

Enter your **Billing Details** and **Card Details**. Next, Click on **Make Payment**

![](https://lh5.googleusercontent.com/cMxYDeHyla4dagtWTTgRY4FBZcWM2iNmnpc19n-TACvqDHsSGMEwXWKkvT779VkWStFsUot7vDqNAXPDQQ3-QU2975pJU7lNaMjgL7Bzfoq1MvjBC6bRYe5ZpVkMqVe4almoEepM)


# Payment History

You can view your account payment history here.

Your account payment history will be displayed here as shown below.

![](https://lh6.googleusercontent.com/4X4DkRzN9_tZTFJNN--ISENQN6Qst3j_lccu97fpnf6GsRqn01grbnBaxaqDy6utRfx9RRs12_bJKFBYbEbXzDKJwWM5vCIqzH5FaI030nRqAlBdIHfnT5znRURF2Hz69YkhsAsX)


# Vouchers

Use vouchers to take and give credit for miscellaneous services such as billing adjustments. Here you can see all the vouchers applied to your account.

![](https://lh6.googleusercontent.com/aiMdYtJ5BvKdSfwmTjmArGE4hDiGGkMiMo9HnzOxauTdkQl0uNa0N_Y3yuqcEnWYxV4q1NbVTif68TwDe4hE9cjd5vEU_3fDKNdL0uEs2NSBAvKuSovpFHLxhhJ0njPlPJp7De6h)


# Invoices

&#x20;View your monthly invoices for phone service for all the office location along with the phone lines and phone number purchased.

![](https://lh5.googleusercontent.com/qh9_lk-0LORwFF7qb7IrpIem8f_2MM_YKRJaK876EkuXAzXIRZJfmEhgBkxfMTtbiNjWZma09drJ0uzY1YVBt-NMS225Y9-IMocA-D_0mtkaiJ2dJUI6fT8eVvKFvpR-lTdc4KDJ)


# Auto Refill

&#x20;Save your credit card on file for future purchases and also to be automatically charged by our system as soon as your balance goes negative.

![](https://lh4.googleusercontent.com/5xkKEKbTxWbHLfzQKM42br1dtuVVPTvXYSX_R9Nus6bO1UPCWNsUfnb29eDOXS-YIP8UhTCftwedHyBfVjsMj0njqJOqBxN6FRnKgaNisVPlaJsJd9VbNXPXILEXUn3QGEzXhWjM)


# My Tickets

The **My Tickets** page allows users to create and manage support tickets directly from the dashboard. It provides a centralized view of all tickets, their progress, and related details.

**Options:**

* **Create:** Open a new support ticket.
* **Open:** View all tickets currently open and awaiting resolution.
* **In Progress:** Track tickets actively being worked on by the support team.
* **Closed:** View tickets that have been resolved and closed.
* **Show All:** Display all tickets regardless of status.

<figure><img src="/files/Ls9PmIj2PjniuLWwOp0Y" alt=""><figcaption></figcaption></figure>

**Ticket Details Displayed:**

* **Ticket Number** – Unique identifier for each ticket.
* **Creation Date and Time** – When the ticket was created.
* **Title** – Brief subject or issue summary.
* **Priority** – Priority level (e.g., Low, Medium, High, Urgent).
* **Status** – Current status of the ticket (Open, In Progress, Closed).
* **Details** – Short description of the issue.

**Viewing Ticket Details:**

Clicking on the **Details** option opens the full ticket page, where you can view complete information, including communication history, attachments, and support team updates.

<figure><img src="/files/icLRhUgJWsFkEUVpE5Un" alt=""><figcaption></figcaption></figure>


# Charges

The **Charges** page provides a detailed, itemized view of billing for devices, rentals, phone lines, and SIP-related products. It ensures transparency by listing each charge along with its associated details.

**Columns Displayed:**

* **Number** – Identifies the item being billed (typically the product name or line number).
* **Amount** – The cost of the item or service before taxes.
* **Tax** – Applicable tax amount for the charge.
* **Description** – Additional details about the product or service billed.
* **Date** – The date and time when the charge was applied.
* **Action** – Provides a clickable option to **view or download the receipt** for the charge.

<figure><img src="/files/mBheorCsZQKfy6PjcKB4" alt=""><figcaption></figcaption></figure>

**Details Displayed:**

* **Devices:** Charges for purchased or leased phones, adapters, or other hardware.
* **Rental:** Recurring rental fees for equipment or services.
* **Line Charges:** Costs associated with phone lines, extensions, or channels.
* **SIP Products:** Charges related to SIP services such as trunks, DID numbers, or additional SIP features.
* **Other Services:** Any miscellaneous charges not covered above (e.g., setup fees, porting fees).

This page ensures full transparency by showing itemized charges so users can review their billing in detail.


# My Products

The **My Products** page provides an overview of all products and services associated with your account. It includes both a **summary section** and a **detailed list** of individual products.

***

**Summary Section**

Displays the total count of products along with their respective rates.

* **Total Number of Phone Lines**&#x20;
* **Total Number of Devices**
* **Total Number of Campaigns**
* **Total Number of Pharmacy Licenses**
* **Total Number of Reputation Licenses**
* **Total Number of Phone Numbers**

This section helps users quickly understand how many products are active in their account and the associated costs.

<figure><img src="/files/6ySXL9IOqlSXzs3wbp47" alt=""><figcaption></figcaption></figure>

***

**Product List (Columns Displayed)**

| Column      | Description                                          |
| ----------- | ---------------------------------------------------- |
| **Product** | The unique product ID or reference number.           |
| **City**    | City associated with the product (if applicable).    |
| **State**   | State associated with the product (if applicable).   |
| **Type**    | Product type (e.g., Device, Phone Number, Campaign). |

**Example Entries:**

* *00156565913d – Yealink V530 – Device (For product type device)*
* *12048190582 – OAKBANK, MB – Phone Number (For product type phone number)*

***

This page provides both a **high-level summary** and **detailed visibility** into all products provisioned under the account.


# Logout

Click **Logout** to logout from the client portal of Cebod Telecom.&#x20;


# Set up BLF

BLF stands for Busy Lamp Field. This is used to monitor the state of a certain user.

## Configuring BLF from the Web Interface <a href="#configuring_blf_from_the_web_interface" id="configuring_blf_from_the_web_interface"></a>

1. Find your phone’s IP address by clicking on Menu > 1 Status > IP Address. Your IP address will look similar to this example: 192.168.8.8. Make sure to record this address.
2. At this point, you are finished with the phone. In your web browser, type the IP address found in the first step.
3. Log into the Yealink phone web interface using username “admin” and password “admin”.

![](/files/-Ld4p2DV9-yd1xSQ-1Ql)

**Follow the Steps:**

1. Navigate to DSSKey
2. Choose a line key you to associate with the extension you want to monitor. In this example we are using line 1 for extension 113 labeled “Test”

![](/files/-Ld4ocvbBYUL9ccrBk_t)

To add a visual or audio alert to the BLF button, navigate to Features.

* To add a visual alert to the BLF button, enable “Alert for BLF pickup” This will change the display on the phone and show you the caller ID to that BLF extension.
* To add an audio alert, “Audio alert for BLF” will need to be enabled. This will alert the person monitoring the BLF button that there is an incoming call to that BLF extension.

Click **Confirm** to save and apply.

![](/files/-Ld4pk-luyXwp71zajj8)

{% hint style="info" %}
You can use the **BLF** key as a *Speed Dial* key for the extension that is being monitored. Pressing that key will directly dial the call to the monitored Phone Number.
{% endhint %}

{% hint style="info" %}
When there is an active call on the IP phone, you can transfer the call to the Phone Number being monitored directly by pressing the **BLF** Key. This key can be used to perform the *Blind* or *Attended* Transfer.
{% endhint %}

## Using the BLF Feature <a href="#using_the_blf_feature" id="using_the_blf_feature"></a>

When configured, the LEDs should light up accordingly.

* **Solid Green** means extension is available. *Press BLF key to dial extension.*
* **Solid Red** means the extension is on a call
* **Blinking red** means the extension is receiving a phone call. *Press BLF key to perform pick-up.*


# Register a New Account

&#x20;To register a new account at Cebod Telecom portal follow the following steps:

&#x20;a. Visit <http://portal.cebodtelecom.com> and click on Register Now

![](/files/-L_rjPkPPCtdbcPbMFRg)

&#x20;Fill in the form with your name, email, password (remember the password), phone number, and company name. Once the form is filled, click on Register. A confirmation page appears.

![](/files/-L_rjbtIwSG3qRETFLV4)

&#x20;b. You should’ve received an email in your inbox. If not, please check your spam folder. Please remember to allow (safelist) all emails from @cebodtelecom.com to prevent them from accidently going into your spam/junk folder. This will ensure that that you receive all the important communication from us in a timely manner. Below is a sample email notification.

![](/files/-L_rjg05Zk-hxYRTB5Ad)

&#x20;c. Click on the link to confirm your email. Another confirmation page appears, informing you that your account is now active.

![](/files/-L_rjnEjLkeu6Crv_Uwp)

&#x20;d. Log into your account with your email and that password you’ve selected.

![](/files/-L_rjqhof_zP4BnS4EGe)


# Setup Call Forwarding


# Call Forwarding to an Extension

Don’t let your business calls go unanswered. With our Call Forwarding feature you can now automatically forward calls to multiple phones.

If you want the calls to be directly forwarded from an extension, you can set up call forwarding from the extension, so that when a call in incoming, it will check where the routing is set to before connecting it. The different key combinations that you can use to forward or route the calls are as follows:

**Call Forward from Extension**– Press\*72\
**Cancel Call Forward-** Press \*73

You can set up call forwarding based on a condition. to set up forwarding when no one answers the call : \
**Call Forward on No Answer**– Press \*74\
**Cancel Call Forward on No Answer**– Press \*75

Directly setup call forwarding for a particular extension: \
**Call Forward from any station**– Press \*76\
**Cancel Call Forward from other extension**– Press \*77

Missing \
**Call forward phone number**\
**\*78 and Cancel \*79**


# Call Forwarding Manually to a Cell Phone

If you want the calls to be directly forwarded to another Phone Number, you can set up call forwarding, so that when a call is incoming, it will check where the routing is set to before connecting it.&#x20;

Here are the Steps to help you setup Call Forwarding Manually:

Go to Manage **Phone Systems -> Manage Phone Numbers**

![](/files/-La_qJ2t14DmLAbf3IJd)

**STEP 1 :** Select the Phone Number that you would like to setup Call forwarding for. Click on *"Edit selected"*.

![](/files/-La_qQAn_2BuZ9I9Zw1w)

**STEP 2 :** Click on *"Advanced Options"* at the bottom.

**STEP 3 :**&#x20;

* Click on the drop down for *"Call Forwarding"* and select *"Call Forwarding - Always"*.
* Set *"Call Forwarding Destination"* to the phone number that you would like the calls to be forwarded to.

**STEP 4 :** Click on *"Update"*.

![](/files/-La_rTmuo2sCtgRDRmF3)

Here is an example of how it looks after Call Forwarding is set up.

![](/files/-La_tlYdTQlnaHUBadrr)

![](/files/-La_tqn5-SQlg3qnlYJN)


# Dial-By-Name Directory

### By default, the dial by Name directory announces your name letter by letter. To update the dial-by-name directory to announce the name as a whole instead of letter by letter, please follow these steps:

1. Dial \*98 from any extension in the office or enter your extension number from your phone.
2. Enter your extension number and voicemail password when prompted.&#x20;
3. Press 5 to access advanced options.&#x20;
4. Press 3 to record your first and last name.&#x20;
5. Follow the prompts to record your name as a whole.&#x20;
6. Save the recording and exit the voicemail system.&#x20;

Once you have completed these steps, the dial-by-name directory will announce names as a whole instead of letter by letter. If you have any further questions or need assistance, please don't hesitate to contact us.


# Voicemail

The best phone feature to keep in touch with customers at all times. No important message is ever missed, whether you are busy on another line, or out office, or in between offices.  Get a complete customizable voicemail menu for each phone extension in your company.

* Customize your voicemail by recording a personal greeting
* &#x20;Clients will automatically be prompted to leave a message when not answered
* Recorded messages can be sent to you via email
* Respond to the voicemails with one touch click
* Voicemails do not have any limitations on recording length.


# Setting up the Voicemail Menu

**1. Dial \*98** from any extension in the office followed by your extension number when prompted or\
just enter your extension number from your phone&#x20;

**2.** Enter the extension number and voicemail password&#x20;

**3.** **Press 5** to access advanced options

* **Press 1** to Record Greeting (Option to record and save 9 different greetings) &#x20;
* **Press 2** Choose Greeting to be Played (1-9)
* &#x20;**Press 3** Record First and Last name&#x20;
* **Press 6** Change Password&#x20;
* **Press 0** Main Menu


# Accessing Voicemail

There are 3 ways in which you can access your voicemail.&#x20;

1. **Method 1: Dial \*98** from any extension in your office and enter your mailbox number and\
   voicemail password.
2. **Method 2:** Press the voicemail button on your telephone or dial your extension and enter your\
   voicemail password.&#x20;
3. **Method 3:** Call your extension from any phone. When your voicemail picks up, ***Press “\*”***. The system will ask for your extension number and then voicemail password.


# Navigate through the Voicemail Menu

A number of option keys are available to navigate through voicemail menu.&#x20;

**Press 1:** Listen to New Voicemail Messages&#x20;

While the messages are playing, use the following keys to:

* **Press 4** to rewind the message for a few seconds
* **Press 6** to fast forward the message for a few seconds

Please note that the above fast forward and rewind message functions are only available when the messages are playing.  When the message reaches the end Press 1 to go to the previous message and Press 3 for next message.

**Press 2:** Listen to Saved Messages

* **Press 1** to Go to the previous message
* **Press 3** to Go to next message.
* **Press 4** to send the Email with the message.  This will send the message and delete the file from the system.

While the messages are playing, use the following keys to Rewind and Fast forward the message. &#x20;

* **Press 4** to rewind the message for a few seconds.
* **Press 6** to fast forward the message for a few seconds.

Please note that the above fast forward and rewind message functions are only available when the messages are playing.  When the message reaches the end Press 1 to go to the previous message and Press 3 for next message.

**Press 5:** Advanced options&#x20;

* **Press 1** to Record Greeting&#x20;
  * Choose the Greeting number (1-9) to record (Option to record and save 9 different greetings such as Main greeting, Temporary holiday greeting)&#x20;
    * Press 1 to Listen to the recording
    * Press 2 to Save the Recording
    * Press 4 to re-record the greeting
* **Press 2** Choose Greeting to be Played (1-9)&#x20;
* **Press 3** Record First and Last name&#x20;
  \*
  * Press 1 to Listen to the recording
  * Press 2 to Save the Recording
  * Press 4 to re-record the greeting
* **Press 6** Change Password&#x20;
* **Press 0** Main Menu&#x20;

**Press 7:** Delete the current message.

**Press # :** To Exit


# Provisioning

Here you can find manual provisioning instructions for different phones. Manual provision configuration is required when the phones are not purchased from Cebod Telecom.


# Cisco 8841

How to auto provision cisco 8841

Follow the instructions to provision Cisco 881 with Cebod Telecom.&#x20;

* Create Auto-configuration File in your Cebod Telecom Portal
  * Manage Phone System -> Manage Devices -> Create New -> Select Cisco -> CP 8841
  * Type in your Mac Address
  * This phone supports 2 lines, Select the line number you want to use. Default should be 1.&#x20;
  * Select the extension you want to use for this phone.&#x20;
*
* Now follow the instructions to configure the phone.&#x20;

This will create auto configuration file for your device. You should configure the device with 24 hours. For security purpose we delete old files so that auto crawlers dont access the information for yours extension.&#x20;

If you have access to your phones via web browser you can skip reseting the phone to factory default. If you dont have admin access this step tell how to reset Cisco CP 8841 to factory reset.&#x20;

### Reset Cisco CP 8841 to Factory Reset.&#x20;

{% embed url="<https://www.youtube.com/watch?v=cUx6xZ03_Cc>" %}

### Find the IP address of the Phone

{% embed url="<https://www.youtube.com/watch?v=q05LklSkHrI>" %}

### Confiigure the phone to download the auto configuration

Login in the phone browser. Note: In our test environment, this phone can be accessed only through Mozilla Browser. Fine the IP of the phone and type in the browser.&#x20;

![Log in CP 8841](/files/-LzIglIC6QY5Dxfw-bwH)

Click on Admin ->Advanced

![Cp-8841 Admin Login](/files/-LzIgudksQZCptqMytFm)

Click on Voice -> Provisioning

![CP-8841 Provisioning](/files/-LzIh5YNJ4bVplb-wdtm)

Update the URL in the Profile Rule:\
<http://autoconfig.cebodtelecom.com:8080/config/cisco_spa/$MA.xml>

![](/files/-LzIhJuBZZkXONL676v5)

Submit All Changes. At this time phone will reboot and you will find extension Configured on Line 1.&#x20;

![CP-8841 Auto Provisioned](/files/-LzIhfaR1liIuQyXRv0N)

At this time you should be able to make and receive calls from this phone. If you change password for your extension please make sure to recreate the auto configuration file and reboot the phone.&#x20;


# Setup Speed Dial

**Setting up Speed Dial by logging into your phone's IP address:**

![](/files/-Ld4qDMyAAP1XCN6hx1n)

**STEP 1 :** Get the *IP Address* of your Phone. You can do this by pressing **Menu** -> **Status** or press **OK** button.

**STEP 2 :** Now, go to your office computer and type this IP address. On the next screen, login with the default credential, which can be :&#x20;

* **Username :** user or admin
* **Password :** user or admin

**STEP 3 :** To programme the keys for the speed Dial, go to the tab **"Dsskey"**. This tab consists of all the programmable keys on the device.

For example: If you want to configure key 6 as Sales.

* Go to **Linekey2** and select **Speed Dial** from the drop down menu.
* Next, enter the Number that you would like the speed dial to be ( Ex: 18008393817 ).
* Name the key ( Ex: Sales ).
* Click on **Confirm**.

![](/files/-Ld4pvN4gUrBDubgKrcL)

Once confirmed, the speed dial will show up on the designated Key on that line on your phone system.&#x20;

From now on, when you press this key, it will automatically dial the number that was set as the Speed Dial.

Setting up speed dial in the Grandstream IP Phone:

**STEP 1 :** Get the *IP Address* of your Phone. You can do this by pressing **Menu** -> **Status** or press **OK** button.

![](/files/-LcE6dYMfrbFpbk0elS6)

**STEP 2 :** Now, go to your office computer and type this IP address. On the next screen, login with the default credential, which can be :&#x20;

* **Username :** user or admin
* **Password :** user or admin

**STEP 3 :** To programme the keys for the speed Dial, go to the tab **Settings -> Programmable Keys**. This tab consists of all the programmable keys on the device.

For example: If you want to configure key 1 as Sales

* Go to **Line1** and select **Speed Dial** from the *Mode* drop down menu.
* Next, enter the description that you would like the speed dial to be ( Ex: sales ).
* Enter the value of Extension or Phone number for speed dial.
* Click on **Confirm**.

Once confirmed, the speed dial will show up on the designated Key on that line on your phone system.&#x20;

Similarly, you can configure the soft keys on your phone as speed dial as well.

![](/files/-LcE5ilvNigrzliSl1VP)

From now on, when you press this key, it will automatically dial the number that was set as the Speed Dial.

&#x20;


# Cebod Telecom Free Applications

Cebod Telecom offers softphone and SMS/MMS applications across various platforms like MS Windows Desktop, Apple MAC Desktop, Android Phones, Apple IOS Phones, and web browsers Google Chrome and Mozilla Firefox.

{% content-ref url="/pages/-LYhHKshWTDvzVmrjl\_K" %}
[MS Windows Desktop Softphone](/overview/cebod-telecom-free-applications/setup-cebod-pc-dialer)
{% endcontent-ref %}

{% content-ref url="/pages/-M4VvU707Yrmj\_IPLsI9" %}
[Mac Desktop Softphone](/overview/cebod-telecom-free-applications/mac-softphone)
{% endcontent-ref %}

{% content-ref url="/pages/usToOGm689hvAUBWuAfb" %}
[Apple IOS Mobile App](/overview/cebod-telecom-free-applications/apple-ios-mobile-app)
{% endcontent-ref %}

{% content-ref url="/pages/gtG1by5H4yIBJbjX2FVw" %}
[Android Mobile App](/overview/cebod-telecom-free-applications/android-mobile-app)
{% endcontent-ref %}

{% content-ref url="/pages/-Ld5WgsCLCwLdAEMJacH" %}
[Desktop SMS/MMS Application](/overview/cebod-telecom-free-applications/desktop-sms-mms-application)
{% endcontent-ref %}

{% content-ref url="/pages/-M33odZQKNzaqMPxVKeg" %}
[Click to Call Browser Extension](/overview/cebod-telecom-free-applications/click-to-call)
{% endcontent-ref %}


# MS Windows Desktop Softphone

Configure Cebod VoIP Softphone for Windows

### Download any one of the following versions of the desktop application.

| Application Version                                                                                                 | Description (Use Case)                                                                             |
| ------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------- |
| <p><a href="https://www.cebodtelecom.com/Cebod-Dialer-EXE-3.21.9.zip"><strong>EXE Installer</strong></a></p><p></p> | The most commonly used version; is suitable for standard installations with a user-friendly setup. |
| [**MSI Installer**](https://www.cebodtelecom.com/Cebod-Dialer-MSI-3.21.9.zip)                                       | Ideal for bulk deployment or managed installations via IT/admin tools                              |

### Instructions for installation and configuration of Cebod Dialer

Unzip and open the downloaded file.&#x20;

![Cebod Softphone Account Setup](/files/-LYhJ2P5Eepl8Os54GCt)

You need the Company Phone Number, Extension Number and Web password. Ask your account administrator for this information if you do not have it already.&#x20;

![Cebod VoIP Softphone Configuration](/files/-LYhJM3RM_OIxjgYwEpU)

Enter the information and click on Save.&#x20;

This is how the Cebod Desktop Dialer looks. You can make calls from here.

![](/files/-Lex3Pw4KkJp0djovzUx)

When you are **"Online"**, you can check the online icon at the bottom of the *Cebod Dialer* window.&#x20;

You can check the call history as well.

![](/files/-LexATVcYAhgj6KAlQ_1)

{% content-ref url="/pages/Pc2m5hOBeYPMIb0PnrLt" %}
[Dialer Features for Call Center Agents](/new/manage-phone-system/call-center/dialer-features-for-call-center-agents)
{% endcontent-ref %}


# Mac Desktop Softphone

Configure Free Softphone for Mac.

### Download free mac Client form appstore.&#x20;

{% embed url="<https://apps.apple.com/us/app/telephone/id406825478?mt=12>" %}

Install on Mac.

Open the App, it will ask for your registration information. Use the Username Registration information from the email you receive from the phone system.

![Telephone Registration. ](/files/-M4VxFE5C3lOHhk663xv)

Once you enter all the informaiton you will see the green light for registration.&#x20;

![Extension Registered](/files/-M4VxeECgqSF6_cALPWt)

Now you can make a call, by typing the number in the bar.&#x20;

![Telephone Make a call](/files/-M4VxrE-tnM1hemQrRh8)

Active Call in the softphone.

![Telephone Active Call.](/files/-M4Vy-HoXjVksiXR9Hif)

Softphone Call History

![Call History. ](/files/-M4VyC7UHyjKplQRdYrK)


# Apple IOS Mobile App

Cebod Telecom mobile dialer app allows you to use your business VOIP phone number on your mobile phone. Cebod Telecom helps you to communicate anywhere, no matter what network or device you have it on.

## Download Free Apple IOS Mobile App

{% embed url="<https://apps.apple.com/vn/app/cebod-lite-voip-softphone/id6469026063>" %}

Once the app is installed on your iPhone, open the application.

After you open the app, it will ask for the user credentials ie. Username & Password.

<figure><img src="/files/NRuY7EF5Ul9PrqQVNXRd" alt="" width="256"><figcaption><p>Click to zoom</p></figcaption></figure>

You can use simply use the option "**Login with QR Code**" by scanning the QR sent with user login credentials or login with username, password and domain.

If you do not have a QR code, please send an email to <support@cebodtelecom.com>

Please enter your credentials and you will be logged in to the application.&#x20;

> **Username: Extension number.** &#x20;
>
> **Password: SIP password for the extension.**
>
> **Domain: j3x.la.cebodtelecom.com:5660**
>
> *(You can send email to <support@cebodtelecom.com> to get your domain.)*

Once you are logged in, here is what you can do with the app.

<figure><img src="/files/pUeqwUfhAcGP9Mfumux4" alt="" width="207"><figcaption><p>Click to zoom</p></figcaption></figure>

1. **Contact:** This will show your saved contacts.&#x20;
2. **Call History:** This will show your recent call history (incoming, outgoing, and missed calls).
3. **Dialpad:** You can simply type and dial a number.
4. **Settings:** This will take you to the settings.

<figure><img src="/files/pnWl8ifqTKQZoNycSztt" alt="" width="256"><figcaption><p>Click to zoom</p></figcaption></figure>

Below are the details of new options in the top to bottom order for the **Settings**.

* **DND / Push Notifications** status and toggle to turn it on/off.
* **About Us** will provide information for the app.
* **Privacy Policy** information can be found on this option.
* **Terms & Conditions** will shared the information about terms and conditions of our service usage.
* **Logout** will unregister the user/extension. (You will need to enter your credential next time you log in).


# Android Mobile App

Cebod Telecom mobile dialer app allows you to use your business VOIP phone number on your mobile phone. Cebod Telecom helps you to communicate anywhere, no matter what network or device you have it on.

## Download Free Android Mobile App

{% embed url="<https://play.google.com/store/apps/details?gl=US&hl=en_IN&id=com.cebodtelecom.litevoipphone>" %}

Once the app is installed on your iPhone, open the application.

After you open the app, it will ask for the user credentials i.e. Username, Password and domain.

<figure><img src="/files/NRuY7EF5Ul9PrqQVNXRd" alt="" width="256"><figcaption><p>Click to zoom</p></figcaption></figure>

You can use simply use the option "**Login with QR Code**" by scanning the QR sent with user login credentials or login with username, password and domain.

If you do not have a QR code, please send an email to <support@cebodtelecom.com>

Please enter your credentials and you will be logged in to the application.&#x20;

> **Username: Extension number.** &#x20;
>
> **Password: SIP password for the extension.**
>
> **Domain: j3x.la.cebodtelecom.com:5660**
>
> *(You can send email to <support@cebodtelecom.com> to get your domain.)*

Once you are logged in, here is what you can do with the app.

<figure><img src="/files/pUeqwUfhAcGP9Mfumux4" alt="" width="207"><figcaption><p>Click to zoom</p></figcaption></figure>

1. **Contact:** This will show your saved contacts.&#x20;
2. **Call History:** This will show your recent call history (incoming, outgoing, and missed calls).
3. **Dialpad:** You can simply type and dial a number.
4. **Settings:** This will take you to the settings.

<figure><img src="/files/pnWl8ifqTKQZoNycSztt" alt="" width="256"><figcaption><p>Click to zoom</p></figcaption></figure>

Below are the details of new options in the top to bottom order for the **Settings**.

* **DND / Push Notifications** status and toggle to turn it on/off.
* **About Us** will provide information for the app.
* **Privacy Policy** information can be found on this option.
* **Terms & Conditions** will shared the information about terms and conditions of our service usage.
* **Logout** will unregister the user/extension. (You will need to enter your credential next time you log in).


# Desktop SMS/MMS Application

Send and receive SMS and MMS right from your application.

This document help you setup SMS client on your Desktop. With CebodTelecom SMS service you can send and receive SMS or MMS messages right from your computer.&#x20;

## Requirement to Send and Receive SMS on Business Line <a href="#requirement-to-send-and-receive-sms" id="requirement-to-send-and-receive-sms"></a>

* An account with CebodTelecom Business Phone Service.\
  <https://portal.cebodtelecom.com/register>
* Add phone line and purchase atleast one phone number.\
  *You can purchase the phone number by logging into your account.*
* *Enable SMS service on the phone number.*&#x20;
* **Activating SMS**
  * Login to your **CebodTelecom Business Phone Service Account portal** account.
  * Go to section **Tools and Settings -> SMS**. Select the Phone Number and Enable SMS.&#x20;
* Download SMS Client from this link
  * <https://github.com/cebodtelecom/cebodtelecom/releases>
  * At this time of this document, we have SMS client for Windows and Mac.
  * Download the application and follow the installation instructions.&#x20;
* You will need extension web password, Company phone number and Extension number to login in SMS application. If you dont have it, as your Account Admin for that information.&#x20;

### Setup SMS Application.&#x20;

Open the SMS Desktop Client

![SMS Application Login Screen](/files/-LdAYrRwyZClUArz6zhQ)

Enter your Extension, Web Password and Number assigned to your extension. \
PS: Best practice will be to assign one number for each user.&#x20;

On Successful login you will be in the dashboard.&#x20;

![SMS Application Dashboard](/files/-LdAZMN8x0XGFv7t560b)

Send a New Messages. Click on Chat Icon to send a new messages. The application give you ability to send messages from multiple phone numbers. Choose the number you want to send SMS/MMS from.Type in the 11 digit number you want to send SMS to.&#x20;

![](/files/-LdAZHqY89K8IDaIWSaB)

Chat Screen View for SMS and MMS

![SMS Desktop Application Chat Screen](/files/-LdA_0zm3v_7sBuWc0S0)


# Click to Call Browser Extension

Dial directly from your CRM or web page. Download chrome or firefox extension which will convert all the phone numbers on the website into clickable numbers to dial directly from our phone system.

This is most flexible feature rich extension

* You can enable or disable for all or a few pages on the web site or  a specific website.&#x20;
* Enable the extension only for CRM or specific web portal.&#x20;
* Login and log out from the extension.
* Disable the extension with-out logging out.&#x20;
* Verification popup to avoid accidental dialing.&#x20;
* Identifies the phone number in 10 digit and 11 digit, Starting +, spaces and dashes.&#x20;

First install the extension by following the link below.

[**Click here to download extension for Google Chrome browser**](https://chrome.google.com/webstore/detail/click-to-call/aceananohppnfepjfhiodaladhlimjeh?hl=en-US)

[**Click here to download extension for Mozilla Firefox browser**](https://docs.cebodtelecom.com/overview/cebod-telecom-free-applications/www.cebodtelecom.com/click_to_call-1.0.1-fx.xpi)

Use extension number, company number and password to login.

![Extension to enable click to call from browser. ](/files/-M33pKmZavXT_TWST9LG)

Once successfully logged in, all the phone numbers in  the browser will become clickable links.&#x20;

![](/files/-M33phFYceTiFM6lA0jg)

Click on the button to dial out.&#x20;

![Dialout by clicking on the number. ](/files/-M33puqjh3torDfTiysi)

First it will dial your phone extension and then once you pick up the call, it will dial the phone number.&#x20;

After installing this extension on the browser all the phone numbers on any web page will be highlighted with red background and you just need to click the number to initiate a call. Check images below.

![Highlighted Phone Number](/files/-M9UkBIMXgVCg7JOLr7V)

Once you click any number you initiate a call you will see the below pop up. Click **Make a call** to start calling.&#x20;

![Pop up menu on you click a number](/files/-M9UgxIEmfjtyxCwc4L_)

Once the call starts, you will see incoming call on you phone and status on pop up windows as **Calling Successful**.&#x20;

![](/files/-M9UhQSoi30T0jI1AgM9)

You can use the click to call feature with the following and many more.

* To call a phone number from email.
* To call a number from any web CRM you use.
* To call a number from any web-page.
* To call a number from calling list


# GS Wave

Follow these steps to create a new extension and configure. To configure the SIP extension, you will need the following.&#x20;

1. Extension, Username, Domain and Password. Use an existing extension or create a new.
2. &#x20;iPhone or Android Phone.
3. Download the Grandstream Wave from the App Store.&#x20;
4. iPhone or Android Phone.
5. Configure the Phone app.

**Create Extension**&#x20;

* Login in your account. Go to *Phone Numbers* -> *Users and Extensions.*
* Create a new Extension, Click on **"Add New".**

![](/files/-L_rl5AmgMwtIfhNEb1h)

* Fill the Form with Extension number (it must be new 3-5 digit numbers), *Name, Last Name,* and *Email*. Select the *Company number*. This will be the caller ID, when the extension dials outside.

![](/files/-L_rlJxkBEDMy8B5LsD9)

* Click on *Create* and the new user extension is ready to use. Password will be emailed to main admin email account.

![](/files/-LaaXVPoiq0rSywqQ1LM)

* You can get the domain from *Tools/Settings -> Global settings* and click on **"Get Customer Domain"**.
* You can see that the new extension is created in the portal.

![](/files/-LaaM0FTJZ-Fuqzm9772)

**Configuring the Grandstream Phone App**&#x20;

1.Download Grandstream Phone App for iPhone or Android.

<div align="center"><img src="/files/-La_g4SfjgAqBPzH7d7X" alt=""></div>

![](/files/-La_gBf4bHRcCUPAmOi_)

2.Open the App and go to **Settings**.

![](/files/-La_g_dgzgtnEJ8KqpdO)

3.Click on **Account Settings** and then click on **(+)** on top right.&#x20;

![](/files/-La_gffkpJc7eyJExCgy)

4.Click on **SIP Account**

![](/files/-La_gmlA5sNN_AHADiX0)

5.Configure SIP Account&#x20;

* **Account Name:** Choose any name or extension number. To explain, we used extension number 116.
* **SIP Server:** This is your main account name. (All words should be in lowercase)&#x20;
* **SIP User ID:** Choose any extension number to configure. For example, 116.
* **SIP Authentication ID:** Same as SIP User ID.
* **Password:** Password that you received through email. Password must be hidden.&#x20;
* **Voicemail User ID:** Same as SIP User ID.

Once all the information is entered, click on **✓** in the top right corner

![An Example SIP Account.](/files/-La_gsfMkDsPWbl5h30G)

6.Go back to the account settings and your account should be configured. First, the dot will be **Red** and then it should turn **Green**.&#x20;

If it doesn’t turn green after few seconds, please check your internet connection or SIP server/ password entered.

![](/files/-La_h3z1QIT2Yxtpafj_)

![](/files/-La_kLzkWEmu0Yi7eVco)

7.To make sure its configured with the phone system, dial your own extension and should hear the prompt, “Please enter you password”. Default voicemail password is same as extension.


# Setting Up Whisper Announcement

To enable whisper announcements for specific phone numbers in your system, follow these steps:

**Step 1: Create or Upload Recording**

* Navigate to the "Tools/Settings" section in your admin dashboard.
* Select "Manage Recording" from the options provided.
* Here, you can either create a new recording or upload an existing one. The recording should contain the location name announcement that you want to use for the whisper feature.

Learn more here: [Manage Recordings](/new/tools-settings/manage-recordings)

**Step 2: Configure Whisper Settings**

* Proceed to the "Phone System" section in your admin dashboard.
* Click on "Phone Numbers" to view the list of phone numbers in your system.
* Locate the phone number for which you want to enable the whisper feature.
* Under the "Action" tab, click on the eye icon (details) to access the phone number's settings.
* Click "Advance Options."
* In the Advanced Options menu, locate the setting labelled "Whisper" and set it to "Yes."
* Next, specify the previously created/uploaded recording file containing the location name announcement as the **whisper file**.
* Click Update to apply the settings.&#x20;

<figure><img src="/files/MsUcMuFjKaBCmPL3Yx1m" alt=""><figcaption></figcaption></figure>

Once you have completed these steps, the whisper announcement will be enabled for the specified phone number. When a call is received on this number, the system will play the configured whisper message before connecting the call, providing the recipient with additional context or information about the incoming call.


# Enable Call Recording

Call recording in Cebod Telecom Phone System can be enabled at three different levels: **phone number**, **ring group**, and **call center queue**. Follow the steps below to configure call recording based on your requirements.

### 1. Enable Call Recording on a Phone Number

Enabling call recording at the phone number level ensures that both incoming and outgoing calls for the selected number are recorded.

#### Steps:

1. Log in to your **Cebod Telecom dashboard**.
2. Navigate to **Phone System > Phone Numbers**.
3. Select the number(s) from the list and click **Edit Selected**.<br>

   <figure><img src="/files/zHYuNccNtPBypOVp7mta" alt=""><figcaption></figcaption></figure>
4. In the menu on the right-hand side, scroll down to locate the **Call Recording** option.
5. Set it to **On** and click **Update** to save the settings.\
   ![](/files/SoM5Paw69azXLuWtozqf)

Alternatively, you can toggle the switch under the **Rec** column in the number list to turn call recording on or off. If the switch is green, recording is enabled.

<figure><img src="/files/58X5Dxn8yP5hzaywSD0e" alt=""><figcaption></figcaption></figure>

### 2. Enable Call Recording on a Ring Group

Recording at the ring group level captures calls routed to the group. <mark style="color:red;">However, if call recording is not enabled for the originating number, calls redirected to the group will not be recorded.</mark>

#### Steps:

1. Navigate to **Phone System > Manage Group**.
2. Select the group(s) for which you want to enable call recording and click **Edit Selected**.<br>

   <figure><img src="/files/xwtYKOICGwoTR5sOHy5z" alt=""><figcaption></figcaption></figure>
3. On the new page, click **Advanced Options** to reveal additional settings.
4. Set **Recording** to **On**.<br>

   <figure><img src="/files/a5ttwTvNtU1E829jCpcF" alt=""><figcaption></figcaption></figure>
5. Click **Update** to save the changes.

Alternatively, you can enable call recording for a single group by setting the value under the **Call Rec** column to **Yes** in the group list.

<figure><img src="/files/ZRF4TC8pTVq1mcQVXKFM" alt=""><figcaption></figcaption></figure>

### 3. Enable Call Recording in a Call Center Queue

For call center environments, call recording can be enabled at the queue level. <mark style="color:red;">However, calls will only be recorded if call recording is also enabled for the originating number.</mark>

#### Steps:

1. Navigate to **Phone System > Call Center > Queue**.
2. Under the **Action** column, click the **pencil icon** (Edit button) for the queue.<br>

   <figure><img src="/files/BfQjoKS8L4KPRrPC1NAy" alt=""><figcaption></figcaption></figure>
3. Scroll to the bottom of the page to find the **Recording** option.
4. Set **Recording** to **On**.
5. Click **Update** to save the changes.

<figure><img src="/files/c0sUEZmq6XD3H36M9Uxa" alt=""><figcaption></figcaption></figure>

#### Important Notes:

* Call recordings depend on the configuration at both the number and group/queue level.
* Ensure that call recording is enabled at the phone number level for complete logging of calls routed to a ring group or queue.

You can listen to the recorded calls from the section Activities > Call Report. The calls which are recorded, you will see a download and a play button under the **Action** column

<figure><img src="/files/G7qoWspS6PKkSR6rPPpC" alt=""><figcaption></figcaption></figure>

By following these steps, you can efficiently enable and manage call recording within your Cebod Telecom phone system.


# Manage Phone Features

{% content-ref url="/pages/-LZupRNtStm7yJZ7EHTN" %}
[Call Block](/features/manage-phone-features/call-block)
{% endcontent-ref %}

{% content-ref url="/pages/-LapnxtDMPs1dTqBwsF8" %}
[Call transfer](/features/manage-phone-features/call-transfer)
{% endcontent-ref %}

{% content-ref url="/pages/-LapwtSq4NV4V7E2BwGw" %}
[Call Queue](/features/manage-phone-features/call-queue)
{% endcontent-ref %}

{% content-ref url="/pages/-LZunXURbC0N6JMY5eLJ" %}
[Active Call Features](/features/manage-phone-features/active-call-features)
{% endcontent-ref %}

{% content-ref url="/pages/-Lapmdud0UM1Agpt2D0C" %}
[Call Forward](/features/manage-phone-features/call-forward)
{% endcontent-ref %}

{% content-ref url="/pages/3q8oNWbubadlotYpkfnn" %}
[Call Center](/features/manage-phone-features/call-center)
{% endcontent-ref %}

{% content-ref url="/pages/eW7aV1fW5WHYDKROWwEF" %}
[Ring Groups](/features/manage-phone-features/ring-groups)
{% endcontent-ref %}

{% content-ref url="/pages/-LaqCJU7Rqzf5bpyHh\_o" %}
[Call Recording](/features/manage-phone-features/call-recording)
{% endcontent-ref %}

{% content-ref url="/pages/-LZqKuZmsz8ZE-Tjl8aE" %}
[Call Park](/features/manage-phone-features/call-park)
{% endcontent-ref %}

{% content-ref url="/pages/N99szrxU4We4XMpBXXKl" %}
[Voicemail](/features/manage-phone-features/voicemail)
{% endcontent-ref %}

{% content-ref url="/pages/CAnya2IGvEBSCv2oLAyv" %}
[Call Monitoring](/features/manage-phone-features/call-monitoring)
{% endcontent-ref %}




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