Access Your Enswitch Web Portal

Depending on the version of Enswitch your account uses, the link you use to log into your web portal will differ. Use the following links to log into your version of the web portal:

• ES1 Web Portal
• ES2 Web Portal

Once you log into your version of the web portal, you will be taken to the Home page. 

The Control Panel

The Control Panel allows you to view other agents' statuses and drag and transfer calls to users, mailboxes, IVR menus, queues, feature codes, and phone numbers that are set to be shown in the Control Panel.

To view the general Control Panel. navigate to the Control panel page.

On this page, you will be able to view calls that are being handled and any functions (e.g., user, phone number, voicemailbox, queue, IVR menu, etc.) that have been configured to be shown in the Control Panel.

On the Control Panel page, you can do the following:

• View calls that are actively ringing or being handled by a user along with the caller's Caller ID and phone number.
  
• Review which user is handling a specific call.
  

If you are not able to see a certain function (e.g., queue, IVR menu, mailbox, etc.) in the Control Panel, make sure that the function's settings have the Show in control panel option set as Yes.

View a User's Status

If needed, you can monitor an agent's status in their call queues by referencing the color of the User icon.

Status	Icon	Description
Idle		Agent is currently not on an active call.
Inbound Call		Agent is receiving or handling an inbound call from an external caller.
Outbound Call		Agent is making an outbound call to an external phone number.
Internal Call		Agent is calling another coworker's extension number or mailbox.
Unregistered		Agent's device is unregistered, not connected to the internet, or unplugged from power.

 

 

The Queue Panel

The Queue Panel can be used to view the activity of call queues and the agents assigned to those call queues. The Queue Control Panel can also be used if your business relies on queues to handle customer interactions. 

To view the Queue Control Panel, navigate to Control panel → Queue panel.

On the Queue Control Panel page, you will see a general breakdown of all of your queues' statistics and the agents in those queues. The Queue Control Panel can be fine-tuned and filtered to only show information that fits your preferences.

Adjust Panel Options

To be able to accurately view specific queues and their agents, the Panel options will need to be adjusted. 

To configure the Panel options, do the following:

1. Click the Panel Options button.

2. In the Panel options menu, adjust the following settings as needed:

Option	Description
Show menu	Select whether or not to see the Panel options menu you are viewing.
Show active calls	Select if active calls should be shown or hidden in the Queue Panel.
Show telephones	Show or hide the telephone lines (agents) in the Queue Panel.
Flip vertically	Move the Queue Statistics and Destination Statistics tables above the Active Calls and Telephone Lines sections of the Queue Panel.
Queue text size	Adjust the size of the text shown in the Queue Panel.
Telephone line title	Fine-tune what information and the order of the information is displayed for the agents shown in the Telephone lines section of the Queue Panel. The options that can be selected include…     •  Full number     •  Description     •  Internal callerid     •  Full number and description     •  Internal callerid and description     •  Description and full number     •  Description and internal callerid
Sort telephones by	Select whether the agents shown in the Telephone lines section should be sorted by Number (7-digit extension number) or Title (based off the option above)
Show only calls	Set the type of calls that should be shown in the Active calls section of the Queue Panel:     •  All calls - Show any active calls in the queue.     •  Answered - Show only calls that were answered and are being handled by an agent in the queue.     •  Unanswered - Show only calls that are not yet answered.
Announcement	Type a message to be displayed in red at the top-right of the Queue Panel: An example message that could be set as an announcement is a reminder or note for a call center supervisor.
Show only queues	Select the queue(s) that should be shown in the Queue Panel page.      •  To select a single queue, click the preferred queue.      •  To select multiple queues, either click and drag to select multiple, or hold down Ctrl while clicking the queues.
SLA answer time	If your call center has a set standard for response time that may or may not be necessary for a Service Level Agreement, you can set the threshold for your expected SLA answer time (in seconds).  Configuring this option…     •  Will update the SLA missed statistic shown in the Queue complete column of the Queue Panel's statistic table.      •  Is necessary if an SLA missed calls number alert will be set up below.
Statistics time	Select the time frame of the statistics shown in the Queue Statistics and Destination Statistics tables.  Your options include:     •  This hour     •  Today     •  Yesterday     •  Last 7 days     •  This month     •  Last month
Statistics left	Show or hide the Queue Statistics table shown on the left of the Queue Panel page.
Statistics right	Show or hide the Destination Statistics table shown on the right of the Queue Panel page.
Alert when condition met	Email alerts can be configured to be sent when the thresholds for the following conditions are exceeded:     •  Holding calls number     •  Abandoned calls number     •  SLA missed calls number     •  Agent unavailable minutes Type a valid email address in the Email alerts to box to set where these email alerts should be sent.

3. Once you are done making changes, click the Save options button.

4. In the confirmation message, click the OK button.

5. Wait 2-3 minutes to allow the webpage to save and apply your changes. 

Quick Tip: It is recommended to wait until the webpage fully loads your changes to refresh.

WARNING: Refreshing too soon may result in the Queue Panel reverting to its previously set changes.

 

 

6. To close the Panel options menu, click the back arrow.

 

 

Enswitch Actions

n the Enswitch web portal, you can use the Make a Call and Send a Fax features as convenient ways to handle job-related responsibilities.

Send a Fax

If needed, the Enswitch web portal can be used to send eFaxes to people. 

WARNING: Please take note of the warnings you will see on this page to ensure that your fax is sent properly. 

 

1. Navigate to Actions → Send a fax.

2. To send a fax to a fax number, use the Send a fax menu to do the following:

Option	Description
File to send	Click the Choose File button to select the document to fax.
Cover page	Click the Choose File button to select a document to send as a cover page for the fax.
Send to	Type the fax number that should receive the fax.
Callerid	Select the phone number that should be shown to the recipient for faxing back if needed.
Send confirmation email to	Type a valid email address that should receive an email confirming when the fax is sent.
Copy file to mailbox as .pdf	Select a user's mailbox that should have a copy of the sent fax.

3. When you are ready, click the Send button. 

4. If you have set an email address to receive a confirmation email on step 5, you should receive a confirmation email letting you know when the fax has been sent.

 

✔ The recipient should receive the fax according to how their own fax services are set up. 

If the recipient uses eFaxing, then they should receive an email with the fax and optional cover page attached. If they use a fax machine, their fax machine should print out the fax as they have configured. 

 

 

Using the web portal, the user that had a copy of the fax sent to their mailbox can navigate to Messages → Faxes to view the faxes they have received as copies. 

 

 

Check Messages

On the Messages page, you can check your voicemails, faxes, and SMS messages (If SMS is set up for your account).

Using the side bar of the portal, you can narrow down the type of messages you are needing to view. 

You can use the top menu to sort and filter the messages shown in the mailbox.

Enswitch Features

Enswitch basic users are able to view different phone system features that the phone system has available. 

Conferences

In many businesses, conferences are an essential means of communicating with multiple remote employees and customers at once. A conference bridge allows multiple people to call into the system and talk together. 

If you are set as the owner of a conference bridge, you can view and edit it using the Conferences page of your web portal. You can also create new conference bridges for different purposes. 

View the sections below to learn more about creating a conference bridge and how your conference's participants can join and participate in a conference.

Feature Codes

Feature codes are dialable codes that can be assigned different functions to meet your needs. Once created, these codes can be dialed on a SpectrumVoIP device, such as a desk phone, the SpectrumVoIP ES mobile app, or the SpectrumVoIP ES desktop app.

On the Feature Codes page, you can view the feature codes that you have been set as the Owner for. 

Default Feature Codes

Some feature codes have been created ahead of time for use. These dialable codes include…

Hunt Groups and Queues

When your business/organization experiences a large call volume, queues and hunt groups can help by distributing out calls to agents (known as destinations). Callers waiting in a queue/hunt group will hear music on hold or ringing until a destination is available to take a call. 

• In a Queue, destinations ring one at a time when a call is waiting. If a destination is not able to answer a call, the call will move on to the destination with the next highest priority. 
• In a Hunt Group, all destinations within a level will ring together when a call is placed to the hunt group. Once a destination answers the call, the other destinations will stop ringing. When none of the destinations in a level answer, the destinations will stop ringing as the call is passed along to the next level.

Manage a Queue

Queues can distribute calls to agents one at a time. Queues can be an amazing tool to help manage call flow for your business/call center. With a Queue, you can use the Queue Panel to monitor its activity and the performance of the destinations in the queue.

As a basic Enswitch user, you have the ability to edit the queues that you have been set as the Owner for.

Adjust a Queue's Settings

When you click the name of a queue that you want to edit, there are several settings that can be adjusted. Use the table below to learn more about these settings.

Option	Description
Description	A note that is displayed alongside the queue's name in the list of queues.
Priority	Calls on high priority queues are delivered first. Calls to queues of the same priority are delivered on a first come, first serve basis.
Destination priority order	Determines how the queue will ring agents. These options include…     •  Linear - The queue will ring agents with the highest level of priority.     •  Smart linear - The queue will ring the last level that answered before ringing linearly.     •  Circular - The queue will ring starting at the next level from the level that handled the previous call.     •  Smart Circular - The queue will ring the last level that answered and then continue ringing circular.
Destination order within priorities	Choose to either ring the next available line in a priority grouping or ring all available lines in a grouping at once.
Request telephones to auto-answer	If necessary, you can enable the call to have the telephones of destinations auto-answer calls. WARNING: This feature is not supported by all phone models.
Ring destinations for	Select how many seconds a call will ring to each destination. When a destination does not answer, the call is returned to the queue to ring the next destination. Note: If call screening will be enabled, set this time to at least 20 seconds.
Allow destinations to forward calls	It is recommended to leave this set to no to avoid causing loops.
Screen calls	Choose whether or not to screen calls. ✔ When set to yes, the destination will be asked if they will accept the call. This can help mitigate ghost and spam calls.
Record Group	If needed, select a Record Group that should record and store this queue's calls.
Music on hold	Use this option to select if callers should hear music or ringing while waiting in the queue.
Play position in queue	Select whether or not to have the queue tell the caller their position in the queue.
Play position before entering queue	Select if the queue should tell callers their position in the queue before placing them in the queue to wait.
Play position every	Select how often (in seconds) the queue will play the position of the caller while they wait in the queue.
Wrap-up time	Select how long (in seconds) the queue should wait after a destination ends a call before sending a new call to them from the queue. ✔ This is useful for giving your agents time to finish any notes and other tasks to finish processing the previous call.
Set destination unavailable after missing	Set how many calls a destination can miss before being set as unavailable in the queue.  ✔ This can be useful when an agent steps away suddenly.
Allow call back on pressing *	When enabled, callers will be asked if they want a call back when they press * to exit the queue.
When exiting queue, forward to	Select a destination for callers to be forwarded to when agents are not available to take their call.
Show in control panel	Choose whether or not to show this queue in the Control panel page of the web portal.

 

 

Configure a Queue's Exit Options

As a safeguard, settings that reference the When exiting queue, forward to option can be set up that can tell the queue how to handle calls that meet certain conditions. 

Use these following fields to configure when callers will follow the queue's exit option:

Option	Description
There are already calls in the queue	This acts as the maximum queue length. Choose how many callers can wait in the queue at a time.  ✔ When additional calls try to enter the queue when it is full, the extra callers will be sent to the destination set in the When exiting queue, forward to option.
Maximum hold time is reached	Set how long callers will be able to wait before the queue exits them out of the queue according to the When exiting queue, forward to option.
No destinations are logged in or entering the queue	Decide if callers should follow the When exiting queue, forward to option when there are not any destinations logged in to the queue when a call is made to the queue.

✔ Once the queue has been configured, make sure to click Save.

 

 

 

Set a Message for Callers

Sometimes it may be necessary to have a message played for callers as they wait in the queue. 

To add in a message, you can either…

    •  Select a sound file saved in the Sounds page (Features → Sounds) of the web portal.
    •  Upload a .wav file created from a recording or text-to-speech. 

DANGER: To upload a .wav file, it is recommended to ensure the file has been converted to the proper format (.wav 8Khz, Mono, 16-Bit PCM). 

If needed, please contact our technical support team to set up this message by calling (469) 429-2500 or emailing support@spectrumvoip.com. 

Uploading an incorrectly formatted audio file can result in unexpected, potentially catastrophic issues for your phone system.

 

Once a message has been added in, a new setting will appear in the Queue settings section: Play message to queued calls.

To have this message play to callers waiting, use the Play message to queued calls drop-down to select Yes.

 

 

Add Agents to a Queue

Once the new queue has been saved, you can add in the destinations that callers will ring to. These destinations can be telephone lines and phone numbers.

To add a destination for the queue…

1. Navigate to Features → Queues.
2. Click the name of the queue.
3. In the Destinations section, click Add a destination.
4. On the New destination page, use the Destination drop-down to select if a Telephone line or Number will be the destination.

5. Do one of the following:
    •  If you selected Number, type the telephone number in the box.

WARNING: It is recommended to include the country code of the phone number to avoid any dialing issues.

 

    •  If you selected Telephone line, use the drop-down to select user's telephone line that will be rung.

6. Use the Available for calls drop-down to select if the destination should immediately be available for calls.
7. Use the Priority drop-down to select the priority of this destination.

8. Click Save.

9. If needed, click Add another destination to add more agents for the queue.

 

 

 

 

Manage a Hunt Group

A Hunt Group can distribute calls to multiple agents set in a Level. Hunt Groups can be an amazing tool to help manage the call flow for your business/call center. One thing to remember is that hunt groups cannot be monitored with the Queue Panel; only queues are shown in the Queue Panel.

As a basic Enswitch user, you can edit any hunt groups that you have been set as the Owner for. 

Adjust a Hunt Group's Settings

When you click the name of a hunt group that you want to edit, there are several settings that can be adjusted. Use the table below to learn more about these settings.

Option	Description
Ring each level for	Select how many seconds a call will ring to each destination. When a destination does not answer, the call will start ringing the next level.
Level order	Select what type of hunt group this hunt group will be, which decides how the levels are rung.     •  Linear - The queue will ring agents in Level 1 first.     •  Smart linear - The queue will ring the last level that answered before ringing linearly.     •  Circular - The queue will ring starting at the next level from the level that handled the previous call.     •  Smart Circular - The queue will ring the last level that answered and then continue ringing circular.
Record Group	If needed, select a Record Group that should record and store this hunt group's calls.
While ringing	Choose if the system will play ringing or music on hold for callers waiting in the hunt group.
Music on hold	Select the music that will be played to callers waiting.
Screen calls	Choose whether or not to screen calls. ✔ When set to yes, the destination will be told the caller ID of the caller and asked if they will accept the call. This can help mitigate ghost and spam calls.
Allow destinations to forward calls	Select whether or not agents should be able to forward calls elsewhere if needed.

 

 

Set the Default Destination for a Hunt Group

Now that the queue's settings have been configured, a Default Destination should be set. The Default Destination is where calls will be routed if an agent is unable to answer.

1. In the Hunt group saved notice, click the Set the default destination option.

Quick Tip: Alternatively, you can click the destination shown under Default destination if no levels answer.

 

2. In the Destination Settings page, use the Destination drop-down to select a feature that will act as the default destination for unanswered calls.

Note: To learn more about Destination Features, read this article.

 

3. Once the destination feature has been selected, click Save.

 

 

Add a Destination to a Hunt Group

Once the new hunt group has been saved, you can add in the destinations that callers will ring to. These destinations can be telephone lines, phone numbers, and SIP URIs.

To add a destination for the queue…

1. Navigate to Features → Hunt groups.
2. Click the name of the hunt group.
3. In the Destinations section, click Add a destination.
4. On the New destination page, use the Level drop-down to select which group of agents this user will be in for the order that they ring.

5. Use the Destination drop-down to select if a Telephone line or Number will be the destination.

6. Once the Destination has been selected, use the box to type in the phone number, input the SIP URI, or select the telephone line that will be rung.



7. If necessary, use the Append to callerid box to type in a note that will appear alongside the phone number in the caller ID. 

WARNING: The portal will only accept numbers for this setting.

 

8. If needed, use the Screen calls drop-down to enable call screening for this agent.

✔ When call screening is enabled, the agent will be told who is calling (based on their caller ID) and if they would like to accept the call.

 

9. Click Save.

10. To add additional destinations, click Add a destination and fill in the fields.

 

 

 

 

IVR Menus

Many businesses use an IVR (Interactive Voice Response) menu to allow callers to choose where their call should be routed. An IVR, also known as a phone tree, is an automated menu that plays a message for a caller and listens for any responses. Callers can press a number on their phone's dial pad, which will lead them to destinations that have been configured in the IVR. 

As a basic Enswitch user, you can view these IVR Menus, but these existing IVR Menus can only be edited by Enswitch admin users. New IVR Menus can only be created by admin users as well. 

Mailboxes

When you receive a voicemail or fax, the message is saved into a mailbox. This makes it easy for you to view and manage your voicemails and faxes using the Enswitch web portal. If needed, you can be set as the Owner of multiple mailboxes. 

If you are set as the Owner of a mailbox, you can edit its settings; however, only Enswitch admin users can create new mailboxes. 

Edit the Settings of a Mailbox

To edit the settings of a mailbox you are the Owner of, click the 7-digit extension number of the mailbox.
 

Doing so will pull up your mailbox's settings.

Mailbox Settings

In the Mailbox settings section, you can adjust the following settings:

Option	Description
Description	Type a note that will be displayed alongside the feature code in the list of mailboxes.
Show in control panel	If needed, select Yes to have this mailbox show in the control panel. ✔ Enabling this option will allow calls to be dragged and transferred to this mailbox using the Control Panel page.
Temporary greeting active

 

 

Voicemail Menu

In the Voicemail menu section, you can adjust the following settings:

Option	Description
Play messages	Choose the order that the mailbox should play messages.
Play callerid	Select whether or not the mailbox should play the caller ID of the person that left a message.
Play duration	Select whether or not the mailbox should play how long the voicemail is.
Play time message was left	Select whether or not the mailbox should play the time that the message was left in the mailbox.
Time zone	If this mailbox should not refer to the time zone set for the whole business, select the time zone here.
If caller presses 0 during greeting, forward to	This acts as an operator forward. Select where a caller should be forwarded if they press 0 while in the mailbox.
* PIN & * PIN repeat	Type in a PIN that will be used before users can check the mailbox's messages.

 

 

Notifications

 In the Notification of new messages section, you can update the following settings:

Option	Description
Notify for	Choose if you should receive notifications in this mailbox for faxes, voicemails, or both.
Notify by email	Select if the owner of the mailbox should receive a notification by email and whether or not the voicemail or fax file should be attached.
Notify backup email addresses	If there should be extra email addresses for email notifications, use this box to type in those addresses.  For multiple email addresses, use commas to separate them.
Delete messages after sending emails	Select whether or not to have the voicemail messages deleted from the mailbox when an email notification is sent.  ✔ This can be helpful with managing the space available in the mailbox.
Notify by calling	If you would like to receive a phone call that allows you to check your mailbox for voicemails when a new message is received, type in a phone number that the system should file. WARNING: Be sure to include the country code to avoid any dialing issues.
When call is answered, forward to	Choose how the system will handle the call that is sent to your phone number.
Callerid for notification calls	Choose if a certain user's caller ID should be shown in notification calls. The caller ID can also be withheld.
Notify by SMS	Select whether or not SMS notifications should be sent to the mailbox owner's phone number.

 

 

 

 

Numbers

To view your phone numbers, navigate to Features → Numbers. 

On the Numbers page, you can do the following:

• View the phone number(s) that you are set as the owner for.
  
• Check where each number routes according to set Time Routes.
  
• Confirm the Default Destination for calls outside of a Time Route.
  
• Click a phone number to edit its settings and routing.
  
• Make bulk changes to multiple phone numbers.
  

Adjust a Phone Number's Settings

To configure the settings of a phone number…

1. Click the phone number that needs adjustment.

2. In the Number settings section, adjust the following settings as needed:

Option	Description
Description	If needed, you can adjust the Description shown for the phone number
Owner	If needed, select a user that should have the ability to view and edit the settings and routing of the selected phone numbers.
Screen calls	If needed, call screening can be enabled or disabled for calls to your phone number.  Quick Tip: Enabling call screening can help mitigate robo calls and some spam calls.       •  Yes, and play caller id - The user that receives the call will hear a message that plays the caller's caller ID before prompting the user to press 1 to accept the call or hang up to reject the call.     •  Yes, and ask caller to record name - The system will ask the caller to record their name and press #. The user receiving the call will hear the recorded name before being prompted to press 1 to accept the call or hang up to reject the call.     •  Unchanged (defaults to no) - Follow the system's default, which is No.      •  No - ng will be disabled and calls will be dispatched without interruption.
Allow callers to enter this number in attendant and IVRs	Select whether or not this phone number can be dialed by callers in an auto attendant or IVR menu. Quick Tip: Enabling this may be useful for internal phone numbers that an employee or vendor may know to dial to reach a certain department or employee.
Force callerid	If needed, the Caller ID for inbound calls to this phone number can be changed to look like one of your owned phone numbers.  By default, the system should show the Original caller ID of the caller.
Caller name	The Caller Name shown for calls made to the selected phone numbers.  Quick Tip: Adding a Caller Name can be useful for distinguishing when a caller is calling a phone number that has a specific purpose, such as vendors calling a phone number meant for a shipping department.
Caller name modifies existing name	Select how the Caller Name should appear for agents receiving calls made to the phone number.      •  Replace - Replace the Caller ID of the caller with the Caller Name selected above.     •  Prepend - Add the Caller Name selected above to the front of the caller's Caller ID.     •  Append - Add the Caller Name selected above to the end of the caller's Caller ID.
Music on hold	Select the genre of music that should play for callers waiting on hold after calling the selected phone numbers.
PIN	Enter a series of numbers that the caller should enter to have their call routed.  Doing this can be useful for phone numbers that should only be used by internal users.
Force hangup after (minutes)	Type how long (in minutes) that the system should allow this phone number to ring before hanging up the call.  By default, this will be set to No limit.
Show in control panel	Choose whether or not this phone number should be shown in the Control Panel page.  ✔ Enabling this option will allow calls to be dragged and transferred to the IVR Menu using the Control Panel page.
Inbound SMS Destination	If SMS services are enabled for your account, type the destination for SMS messages. Destinations that can be used include…    •  Telephone Line - The 7-digit extension of a telephone line on the account can receive text message notifications through their version of the Enswitch portal.     •  Number - A 10-digit telephone number that can receive text messages as a “forward” that contains the sender’s number and message.    •  Email - A valid email address can get a “forward” of an inbound text message that contains the sender’s number and message.    •  WebApp - Enswitch's web application for texting that all Enswitch users can utilize through the Enswitch web portal. WARNING: This phone number must be set up with SMS services through an SMS campaign.  An Owner must also be set for this phone number.

3. Once the phone number's settings have been adjusted, click the Save button or check out Time Routes section below to explore routing phone numbers.

 

 

Make Bulk Changes

If you have more than one phone number that needs the same settings updated, you can use the Bulk Change feature to avoid having to edit the settings of your phone numbers one-by-one. 

To make bulk changes to multiple phone numbers…

1.On the Numbers page, click Bulk change >> under Other options.

2. On the Bulk change numbers page, use the Numbers to change box to select phone numbers that need the same changes and click << Add selected.

3. In the New settings section, adjust the following settings that should be updated for the phone numbers selected.

Option	Description
Change description & New description	If needed, you can adjust the Description shown for the selected numbers.
Owner	If needed, select a user that should have the ability to view and edit the settings and routing of the selected phone numbers.
Change caller name & New caller name	The Caller Name shown for calls made to the selected phone numbers.  Quick Tip: Adding a Caller Name can be useful for distinguishing when a caller is calling a phone number that has a specific purpose, such as vendors calling a phone number meant for a shipping department.
Caller name modifies existing name	Select how the Caller Name should appear for agents receiving calls made to the selected phone numbers.      •  Replace - Replace the Caller ID of the caller with the Caller Name selected above.     •  Prepend - Add the Caller Name selected above to the front of the caller's Caller ID.     •  Append - Add the Caller Name selected above to the end of the caller's Caller ID.
Music	Select the genre of music that should play for callers waiting on hold after calling the selected phone numbers.
Change default destination &  Default destination	If needed, adjust the Default Destination that calls should be sent to when these phone numbers' Time Routes are not active.  Quick Tip: The Default Destination is usually treated as the destination for afterhours calls.  If there are not any Time Routes for the selected phone numbers, the Default Destination will be followed.
Temporary routing	Setting routing using this method will forward calls until the routing is returned to normal. This is great for temporarily forwarding calls when an end time for forwarding is unknown. Note: To learn how to set forwarding for a specific amount of time, check out this guide       •  Default destination (overridden by caller and time routes) - Allow the numbers' caller and time routes to route calls. This option is used by default.     •  Default destination (ignore caller and time routes) - Send all calls to the Default Destination regardless of caller and time routes in place for the selected phone numbers.     •  Specific number - For the selected phone numbers, send all calls to a specific telephone number. Quick Tip: If Default destination (ignore caller and time routes) or Specific number are selected, select Default destination (overridden by caller and time routes) to return the routing to normal.
Announcement message	Select a saved Sound to use as a message to be played to callers when they dial the selected phone numbers.

4. In the Caller and time routes section, you can add/replace Caller Routes and Time Routes:
 

Adjust a Caller Route

To add or replace a Caller Route, do the following:

1. Use the Add or replace a caller route dropdown to select Yes.
2. In the Caller number prefix box, type a whole or part of a telephone number that this Caller Route should apply to.

Quick Tip: If you are wanting to use this Caller Route for callers with Unknown Number as their caller ID, leave this field blank.

 

3. In the Description box, type a note about the purpose of this Caller Route.
4. Use the Forward calls matching prefix to dropdown to select how calls from this caller should be routed.

 

 

Adjust a Time Route

To add or replace a Time Route, do the following:

1. Use the Add or replace a time route dropdown to select Yes.
2. Use the Time Group dropdown to select an existing Time Group to be referenced.
3. Use the Forward calls matching time group to dropdown to specify how calls during this time group should be routed.

 

 

5. When you are ready to apply these changes to the number(s) selected, click the Change button.

 

 

Page Groups

As an alternative to multicast paging, the Enswitch system can page phones using phone calls. When a page group is dialed, the phones it has set as destinations will receive calls. When a page call is answered by the devices, the devices will play the audio of the page.

As a Basic Enswitch user, you can add destinations that should be paged in the page groups that you are set as the Owner for. 

People

On the People page, you can view a list of the users on your organization's account. 

Click the 7-digit extension number or login name of a user to view their information, such as their username, preferred name, email address, and more. 

If needed, you can adjust your own account settings using the web portal. To adjust your own settings, click your 7-digit extension number/username.

On your Person page, you can adjust the following settings:

Pickup Groups

When a user is unavailable, it may be necessary to pick up their call. This can be done using Pickup Groups. 

The telephone lines of users can be present in more than one pickup group. As a member of multiple pickup groups, your telephone line can pick up a call ringing to any telephone line in the pickup groups they are a member of. If there are multiple calls to multiple telephone lines, the call that is picked up will be random.

Telephone Lines

On the Telephone lines page, you can view the telephone lines that you are set as an Owner for. You can also adjust your telephone lines' settings.

On this page, you can do the following:

• View a device's 7-digit extension number and model.
  
• Click an extension number shown to edit the settings of a telephone line.
  
• In the Last Provision From column, view the date and time the device was last registered and the WAN IPv4 address the device was connected to.
• The Red Flag will indicate if a phone is not currently registered and connected to our server.
  
• Check the 911 Caller ID number that would be shown if they dialed 9-1-1 from the device. 
  

Adjust Your Telephone Line's Settings

To view and adjust the settings of a telephone line for a specific device, click its 7-digit extension number. 

Use the sections below to learn more about the different information and options shown in the Status, Settings, and Forward to sections of this page.

Status

In the Status section, you can view information about the device registered to this telephone line, such as:

    •  The last number (extension number, telephone number, speed dial, or feature code) that was dialed by this phone.
    •  The phone number of the last person to place a call handled by this device.
    •  The 911 Address that will be shown to responders when this device dials 9-1-1.

 

 

Settings

In the Settings section, you can view settings affecting your device that is registered to this extension number.

Setting	Description
Do not disturb	If this device needs to temporarily stop receiving calls, select Refuse calls.  When calls should start being received again, select Accept calls.
Calls without callerid	Select if this device should Accept or Refuse calls from phone numbers that do not have a callerid.
Screen calls	If needed, you can enable or disable call screening.      •  Yes, and play callerid - Enable call screening to have a message play to the agent that answers that lets them know the caller id of the caller before prompting them to accept the call.     •  Yes, and ask caller to record name - Enable call screening and require the caller to record their name. The agent receiving the call will hear a message that plays the recorded name before prompting the agent to accept the call.     •  Unchanged (defaults to no) - Leave this setting to what was set previously. If this setting has never been changed, call screening will remain disabled.      •  No - Disable call screening.
Ring for	Select how many seconds this phone should ring before the call is treated as unanswered and forwarded according to the “On no answer” setting in the Forward to section.

 

 

Forward To

In the Forward to section, call forwarding and routing can be set up for just this extension number. 

Option	Description
All calls, without ringing telephone, to number	If the device registered to this extension number should have its calls forwarded, type an extension number or a telephone number that should receive its calls. To remove this forwarding, delete out the number from this field and then click the Save button.
On no answer	Select where calls should be forwarded when a call is not able to be answered on this device. Quick Tip: The destination set in this option is often set as a mailbox, a cellphone number, or a different device's extension number.
Use same destination on busy or unregistered	Select whether or not calls should be forwarded to the destination set for the “On no answer” option when this device is busy or disconnected.  If you select “No”, you can use the “On busy” and “On unregistered” options to select where calls should be forwarded.
Follow in hunt groups, page groups, and queues or Follow unregistered in hunt groups, page groups, and queues	The name and destination of this option will differ depending on if the “Use same destination on busy or unanswered” is set to Yes or No.      •  Select “Yes” to have calls that are not answered by this device in a queue, hunt group, or page group follow the forwarding destination set for the "On no answer" or “On unregistered” options.      •  If “No” is selected, the call will move on to the next destination in the hunt group, page group, or queue it originated from.

 

 

 

 

Reports

In the Enswitch web portal, you can generate reports to help monitor your activity and performance. These reports can be reviewed through the Reports tab of the sidebar. 

There are four types of reports that can be generated and referenced:

1. Active calls - View calls that are actively ringing or being handled.
2. Call history - Reference a list of calls that have been handled by you within the last 30 days. 
3. Call history Archive - Download a .csv file that contains call logs from a month in the past. 
4. Call statistics - Generate a comprehensive report of statistics that need to be recorded. 

Active Calls Report

In the Active calls report, you can view the different calls being handled. You can use the top menu to filter and sort the calls shown. You can also set how often this report should refresh itself.

• Use the top menu to filter and sort the calls shown.
  
• In the Refresh section of the top menu, set how often (in seconds) that the page should refresh to show more current calls. 
  
• View different active calls and the information of the callers participating in the call.
  
• Click the View in new page >> button to view these calls in a separate tab.

Call History Report

Using your web portal, you can check your own call history to grab a caller's information, keep record of your calling activity, and more. The Call history page can search for and display calls from the last 30 days. 

To view your call logs…

1. Log into your Enswitch web portal. 
2. Navigate to Reports → Call history.
   
3. In the Call history menu, filter the call logs shown using the options below:
   

4. Once the filters and options have been set, click the Search button.
   

   ✔ You should see a list of calls matching your search parameters.

   

   If needed, click the Export as .csv button to download a spreadsheet of these call logs.

    

Call History Archive

If you are looking for a call that is not able to be found in the Call history page due to how long ago it was handled, you can view the Call history Archive to pull a CSV file of calls from the month of that call. 

To view your Archive call history page, navigate to Reports → Call history Archive.

In the Archived call history menu, you can find and download that specific month's call logs as a CSV file. You can open the downloaded spreadsheet to find a specific call.

Call Statistics Report

In a call center environment, it may be necessary to generate call statistic reports for Enswitch Admin users to view at a later time. As a user, you can generate these reports; however, only Admin users will be able to view and save these. 

Telephone Lines Report

In the Telephone Lines Report page, you can view the telephone lines (aka devices registered to 7-digit extension numbers) that other users are using. This can be helpful when you are handling calls and need to check if another user is available for transfers.