Central Platform
1. How do I create an inbound flow?
To create an inbound flow please make sure the account that you are using is fully set up. Follow the steps mentioned below to create an inbound flow.
Go to Main->Flow Designer->Flows
Click on Inbound IVR and call distributor
Fill in the details as mentioned here
Go to the Designer tab and create the flow using the desired widgets to achieve your use case
Please note, Make Call widget is important after “Start” in case your use case involves initiating a call to the end user
Click on “Save” to save your work
Click on “Commit to Production” to commit your final flow.
Call on the DID attached to the flow
Your flow is now Live and the DID number can be used as an inbound number
2. How do I create an outbound flow?
To create an outbound flow please make sure the account that you are using is fully set up. Follow the steps mentioned below to create an outbound flow.
Go to Main->Flow Designer->Flows
Click on Outbound Multicast
Fill in the details as mentioned here
Go to the Designer tab and create the flow using the desired widgets to achieve your use case
Please note, Answer Call widget is important after “Start” in case your use case involves initiating a call to the end user
Click on “Save” to save your work
Click on “Commit to Production” to commit your final flow
As these are outbound flows, it requires approval by the Phonon team. For that you need to send an email to help@phonon.io for flow approval with the following details:
Account username/email ID
Flow ID
Flow Name
DID allocated to the flow
Web service endpoint:
API request to be posted at https://central.phonon.in/kairos-apis/outbound/create
In a requested API format. Along with the flow variables which are to be used in the flow.
{
"api-version" : "1.0",
"security-id" : "your security ID",
"flow-id" : "your flow ID",
"calls" : [{
"client-identifier" : "Call identifier",
"start-time" : "start date and time"
"contact-numbers": ["Contact no to call"],
"keys" : [
{"name" : "$flow.key.<Flow Variable>",
"value" : "value for flow variable"},
{"name" : "$flow.key.<Flow Variable>",
"value" : "value for flow variable"}
]
}]
}
Email upload:
You can send an email with attachment to the email ID given. Also note that:The file may be sent as a csv file or zip of csv files. All zip or csv file will be loaded
Maximum file size is 5 Mb
Upon file being loaded, the user will receive an auto-response message, whether the upload was successful or not
3. How do I create an emergency notification flow?
To know more about this please follow the steps as mentioned here under Flow Design -> Types of flows -> Emergency Notification section
4. How can I make a queue?
To create a queue please follow the steps as mentioned here under Call Centre Setup -> Queues section
5. What is a queue?
Queues can be used to create a group of agents who have a similar skill set
6. Where can I add an agent to the queue?
To add an agent to an existing queue please follow the steps as mentioned here under Call Centre Setup -> Queues -> Allocate Agent section
To create a new queue and add agents to that queue follow steps as mentioned here under Call Centre Setup -> Queues section
7. How can I delete an agent?
To delete an agent from an existing queue, remove that agent from the “Selected Agents” table. The agent will be removed from that queue and will be visible in the “Available Agents” list.
Please follow the steps as mentioned here under Call Centre Setup -> Queues -> Allocate Agent section to know more about it.
8. I have not received the invitation email, what to do?
Please check your internet connection and refresh your mail box.
Check your SPAM folder if you still haven’t received the email.
If none of these work, send an email to help@phonon.io with the following details:
Account login email ID
Email ID where the email was not received
9. I need to create an SMS campaign
To create a bulk SMS campaign, go to Main -> Flow Design -> Flows -> Outbound Multicast
10. I need a bulk email campaign
To create a bulk SMS campaign, go to Main -> Flow Design -> Flows -> Outbound Multicast
11. How do I create an agent group?
To create an agent group please follow the steps as mentioned here under Agent Set-up -> Agent Groups
12. How do I load the numbers for outbound calling?
To load bulk numbers for outbound campaigns you can use one of the below mentioned methods:
Web service endpoint: API request to be posted at https://central.phonon.in/kairos-apis/outbound/create
In a requested API format. Along with the flow variables which are to be used in the flow.
{
"api-version" : "1.0",
"security-id" : "your security ID",
"flow-id" : "your flow ID",
"calls" : [{
"client-identifier" : "Call identifier",
"start-time" : "start date and time"
"contact-numbers": ["Contact no to call"],
"keys" : [
{"name" : "$flow.key.<Flow Variable>",
"value" : "value for flow variable"},
{"name" : "$flow.key.<Flow Variable>",
"value" : "value for flow variable"}
]
}]
}
b. Email upload:
You can send an email with attachment to the email ID given. Also note that:
The file may be sent as a csv file or zip of csv files. All zip or csv file will be loaded
Maximum file size is 5 Mb
Upon file being loaded, the user will receive an auto-response message, whether the upload was successful or not
13. I want to purchase new DIDs
To purchase new DID go to Account Set-up -> DID purchase by clicking here
Every account has the limit of maximum 2 DIDs
To purchase more DIDs please send an email to help@phonon.io with the following information:
Account email ID
Client ID (Can be found under “Settings” on the top right corner drop down)
First Name
Last Name
14. Where can I set up my amazon/google cloud account?
To setup a cloud account you can follow the steps as mentioned under Advanced -> Cloud at link
15. I want to create a new disposition for my agents
To create a new disposition follow the steps at link under Call Centre Setup -> Disposition section
16. My reports are not getting generated
Please check your internet connection
If your connection is stable and yet reports are not getting generated then send an email describing the issue at help@phonon.io with the following information:
Account email ID
Client ID (Can be found under “Settings” on the top right corner drop down)
First Name
Last Name
17. I want to get my reports everyday over email
To schedule daily reports over specific email IDs go to Reports -> Email reports section
User can schedule a report to be received at 12:05 AM daily EOD at the defined email recipients
Click on “Add Email” to schedule a report at EOD via email
3.1 Flow Type: Select the type of flow for the reports
3.2 Flow Name -ID: Select the flow name/ID
3.3 Email Addresses: Define the email addresses for the configured report(Valid email IDs required. Example: help@phonon.io)
18. Where can I find real time status of the calls
To view summary metrics of the calls go to Main -> Analytics -> Real Time Dashboard section
This dashboard can be used to get real time summary metrics of the flow that is selected
To get real time metrics of a flow, select the flow from the drop down and click on Get Details
19. I want to know about my agents’ activity in real time.
To view real time metrics of the agents go to Main -> Analytics -> Agent Details
This dashboard can be used to get real time summary metrics of the agents basis the flow and queue that is selected
To get real time metrics of the agents, select the flow from the drop down, select the queue ID and click on “Get Details”
20. I am getting “IP not whitelisted'' error.
In such a case, go to Main -> Whitelist tab
This section can be used to whitelist phone numbers, email address, IP address and domain
You can whitelist the IP Address from which API request will be accepted
21. I am getting an “Email ID not whitelisted” error while uploading a file.
In such a case, go to Main -> Whitelist tab
This section can be used to whitelist phone numbers, email address, IP address and domain
You can whitelist the Email ID from which remote upload can be done
22. I do not want to call NDNC numbers on an outbound flow.
If you do not want to call NDNC numbers on an outbound flow then under the Configurator tab of Outbound campaign you can select the Flow Type as “Marketing”
Please note: Once the flow type is selected (Transactional / Marketing), the selection can not be modified later.
23. I have added some recorded prompts but their state shows pending
In such a case, please send an email to help@phonon.io stating the same and with the following information:
Account email ID
Client ID (Can be found under “Settings” on the top right corner drop down)
First Name
Last Name
Prompt name(s)
24. What documents are required for KYC verification?
To know more about KYC Verification please click here
25. I need to send an SMS but there is no sender ID in the dropdown
To create a new sender ID you can go to the Set Up -> SMS tab.
To know more about this click here and visit section Account Set-Up -> SMS Sender ID
26. What does email sender ID mean?
Email sender ID is the “From” email ID from which the emails will be triggered when the email widget is used in the flow designer
To know more about this click here and visit section Account Set-Up -> Email Sender ID
27. How to restrict bulk upload files from a specific email ID only?
To restrict only the authorised person to schedule the campaign for communications by uploading communication data using email ID for outbound campaigns you can whitelist the authorised email IDs
To know more about this click here and visit section Account Set-Up -> Email ID whitelisting
28. Where will my call recordings and reports be stored?
Call recordings and reports can be stored under the Storage section. To configure the Storage the user can go to Set Up -> Storage. To know more about this click here
29. Why do I create an agent group?
If you wish to configure some common parameters like dispositions, pause codes, etc. for a set of agents you can create a group of agents
To know more about this click here and visit section Agent Set-Up -> Agent Groups
30. I have created an outbound campaign with attached DID but still not receiving any calls.
In this case, please send an email to help@phonon.io stating the scenario and with the below mentioned details:
Account email ID
Client ID (Can be found under “Settings” on the top right corner drop down)
First Name
Last Name
Flow Name
Flow ID
Phonon team will activate the listener for the flow for the first time use
Phonon team does not need to activate the listener after every edit on the flow
Listeners are activated by Phonon Team for outbound flows only.
31. What is the meaning of queue?
Queues are like a bucket where the calls are redirected to
Agents added to a queue will receive the calls which are passed on to that specific queue
To know more about this click here and visit section Call Centre Setup -> Queues
32. What is Queue Weight?
Queue weight decides the priority in which calls are answered, if multiple queues are common to multiple agents. The default weight value is 0. The higher the weight value, the higher the priority
Minimum 0 and maximum 10 is valid
33. What does Agent Login Interface mean?
Agent login interface is the agent interface where agents can login and take calls and perform different functions like transferring calls to supervisor, filling the dispositions. etc.
To purchase the agent login interface please visit Main -> Ecommerce section
34. What does Direct Dialing mean?
If a user wants to add a specific set of numbers where the call will be directly redirected then he can use the direct dialing option. Here the call does not go to any agent.
To know more click here
35. Where to download the call recording for a specific call?
You can download the call recording of only those flows/campaigns where call recording has been enabled
To download the call recording of a particular call, go to the reports section, search the call by the Phonon UUID, Request ID, or any other field
Scroll down to the right most column “Download Recordings” and select the attempt for which call recording is needed and click on the hyperlinked gsm recording
The recording will be downloaded in GSM format
36. I want to upload voice recordings to be played on the outbound or inbound IVR systems.
To upload recorded prompts, go to the Main-> Prompts section
Click here to know more
37. I need to configure the From email ID to send bulk email
You can send emails only through validated email IDs and using one of your cloud accounts enabled for Email Sending and configured on central
To know about cloud set up click here
To configure the email id from which the emails will be sent go to Set Up -> Email section
To know more about this click here
38. How to generate a new passcode?
A passcode is required by the agent for one time Sign Up only. Agents can sign up using the passcode and username and create a password. If the agents face an issue for Sign Up then the supervisor can generate a new passcode by clicking the Refresh button on the Pending Invitations list.
Click here to know more about it.
39. My agent’s passcode is not accepted.
A passcode is required by the agent for one time Sign Up only. Agents can sign up using the passcode and username and create a password. If the agents face an issue for Sign Up then the supervisor can generate a new passcode by clicking the Refresh button on the Pending Invitations list.
Click here to know more about it.
40. Agent gets “Agent is not allowed to login.” error message as he tries to login.
In case the agent tries to Sign In for the first time using the email ID and password and is not able to Sign In with the error message as shown in the Figure below then it means that the agent has not been added to any agent group.
In this case, contact your supervisor
41. What documents are required for KYC?
KYC documents need to be uploaded depending on the account type
Click here to know more about the KYC Verification process
42. Do I need email ID whitelisting?
Email ID whitelisting is required if we need only the authorised person to schedule the campaign for communications by uploading communication data via email
For being able to send the email the users email id needs to be whitelisted in the system
To know more about this click here
43. What storage options do you provide?
Phonon Central supports SFTP and Amazon S3 storage
Here data like recordings, reports, and others can be saved
For more information, please click here
44. What am I supposed to do if my agent login URL is not working?
Check your LAN/WIFI connection
Check the Login Link (https://central.phonon.in/agent-ui/)
Contact your network team in case of network issues
45. What to do as I have not received the OTP?
Check if your desk phone/mobile/landline is in working condition
Check the network connection
Contact your network team in case of connectivity issues
Contact your supervisor if issue still persists
46. I forgot my password, what to do now?
Click on the "Forgot Password" link
Enter your email ID
A link will be sent to your email ID
Click on the link to Reset your password
Create a new password
47. Did not receive the Reset Password Link on my email ID?
Please check the email ID is same as the one used for Sign Up
Refresh your Inbox
Check the Spam Folder
If no link has been received yet, check your LAN/WIFI connection
Contact your network team in case of connectivity issue
48. What do I do as I cannot submit the disposition?
Please wait till the call gets disconnected, you'll be able to "Save" the disposition after the call ends
Contact your Supervisor in case of further queries
49. I am not able to Mute/Hold/Transfer the call
Logout from your account and try to login again
If the issue still persists, contact your Supervisor
50. What to do as the Logout button is not working?
Refresh the page and try to login again.
Still not working? You might be having some connectivity issues, check your internet connection and contact your network team in case of any further queries.
51. What to do if I need to take a break?
Go to the Breaks Section.
Click on the break that you need to take.
You will not receive calls while you are on a break.
52. What does the Mute button do?
If you want to keep the customer on Mute so that he cannot hear your conversation, then you can use the Mute Button.
To Unmute, click on the Unmute Button.
53. What does the Hold button do?
You can put the customer on hold by using the Hold Button. The customer will be able to hear the Hold Music while he is on hold.
To Unhold the customer, click on the Unhold Button.
54. What do you mean by Transfer Button?
If you wish to transfer the call to your fellow agent or supervisor you can use the transfer button.
55. What can I do using the Consultation button?
You can use this button to consult with a fellow agent or your supervisor. The customer will be on Hold while this function is being used.
56. What does the Conference button do?
You can use this button to get your fellow agent or supervisor on call with you and the customer. At a time 3 people will be available on the call.
Agent UI Mobile Platform
1. How do I Sign Up?
Your Supervisor will add your email ID
You will receive an Invitation email at the registered email ID or will share you username and passcode
For Email: Please click on the verification link to create your password. (Remember this password for future sign in)
For Passcode: If you are added using username and passcode, please use them for the signup process.
3. Login using your registered email ID/Username and password
2. How do I Sign In?
To Sign In you can use one of the following:
For Email: Sign In with the Email ID used at the time of Sign Up
For Passcode: If you have been added using Username and passcode you can use the username and password set by you at the Sign Up
3. What do I do if I do not receive the verification email?
In this case please follow the following steps:
Check the email ID which was added by your Supervisor
Refresh your Inbox
Check your Spam folder
Check your internet connection
Please connect with your network team in case of network issues
Contact your Supervisor if you still don’t receive the Invitation email
4. What am I supposed to do if my agent login URL is not working?
Follow three basic steps:
Check your LAN/WIFI connection
Check the Login Link (https://central.phonon.in/agent-ui/)
Contact your network team in case of network issues
5. What to do as I have not received the OTP?
Follow three basic steps:
Check if your mobile/landline/desk phone is in working condition
Check the network connection
Contact your network team in case of connectivity issues
6. What can I do as I am getting an error while I try to login?
Follow three basic steps:
Check your LAN/WIFI connection
Check the Login Link (https://central.phonon.in/agent-ui/)
Contact your network team in case of connectivity issues
7. I forgot my password, what to do now?
Follow these steps to generate a new password:
Click on the "Forgot Password" link
Enter your email ID
A link will be sent to your email ID
Click on the link to Reset your password
Create a new password
8. Did not receive the Reset Password Link on my email ID?
Follow the following steps in this case:
Please check the email ID is same as the one used for Sign Up
Refresh your Inbox
Check the Spam Folder
If no link has been received yet, check your LAN/WIFI connection
Contact your network team in case of connectivity issue
9. What do I do as I cannot submit the disposition?
To “Save” a disposition you will need to select a disposition and fill the sub disposition
Then wait till the call gets disconnected, you'll be able to "Save" the disposition after the call ends
Contact your Supervisor in case of further queries
10. Please help me as I am not able to Mute or Hold the call
Logout from your account and try to login again
If the issue persists, contact your Supervisor
11. What to do as the Logout button is not working?
Refresh the page and try to login again.
Still not working? You might be having some connectivity issues, check your internet connection and contact your network team in case of any further queries.
12. What to do if I need to take a break / AUX?
If you are not on call, find the Breaks Section on your home page
If you’re on call, find the Breaks section by scrolling down your home page
Click on the break that you need to take.
You will not receive any further calls while you are on a break
You can switch OFF the break by clicking on the break again.
13. What does the Mute button do?
If you want to go on Mute so that the customer cannot hear your voice, then you can use the Mute Button.
To Unmute, click on the Unmute Button.
14. What does the Hold button do?
You can put the customer on hold by using the Hold Button. The customer would hear the Hold Music while he is on hold.
To Unhold the customer, click on the Unhold Button.
15. What do I do if I am logged in and still not receiving any calls?
Please check the breaks section on the Home page
In case you are on a break, please switch it OFF
Check your internet connectivity
Contact your Supervisor in case of further queries
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