Distributor List

Central Platform

1. What is Phonon Central ?

Phonon Central is an all-in-one omnichannel self-service platform for building campaigns for communication. Campaigns can be for chatbot, inbound IVR, outbound calls, SMS, email. These
campaigns can be customised by using our easy to use flow designer with the help of
widgets.

2. How to create an account for Phonon Central ?

To create an account for phonon central, you can refer to the document here.

3. What is a flow ?

• Flows are basically total design and step by step process of the IVR system like how the IVR will work once the customer gets connected.

• So for different kinds of functionalities like Inbound Calls, Outbound Calls etc, Phonon Central provides different types of flows.

• To add any new flow, click on Main → Flows → Add new Flow.

4. Why KYC is required for central account ?

• KYC is required to authenticate the account user and his or her details.

5. What documents are required for KYC verification?

→ To know more about KYC documents please click here

6. 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.

1. Go to Main->Flow Designer->Flows

2. Click on Inbound IVR and call distributor

3. Fill in the details as mentioned here 

4. Go to the Designer tab and create the flow using the desired widgets to achieve your use case

5. Please note, Answer Call widget is important after “Start” in case your use case involves answering a call to the end user

6. Click on “Save” to save your work

7. Click on “Commit to Production” to commit your final flow.

8. Call on the DID attached to the flow

9. Your flow is now Live and the DID number can be used as an inbound number

7. 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.

1. Go to Main->Flow Designer->Flows

2. Click on Outbound Multicast

3. Fill in the details as mentioned here

4. Go to the Designer tab and create the flow using the desired widgets to achieve your use case

5. Please note, Make Call widget is important after “Start” in case your use case involves initiating a call to the end user

6. Click on “Save” to save your work

7. Click on “Commit to Production” to commit your final flow

8. Attach DIDs and Activate the DID

9. If the flow is transactional, then it requires support approval for making it live.

10. Once the support team approves the flow, you can trigger the outbound flow to run the outbound flow.

8. How do I create an emergency notification flow?

→ To know more about this please follow the steps as mentioned here

9. What is a queue?

→ Queues are like a bucket where the calls are redirected to or Queues can be used to create a group of agents who have a similar skill set.

→ Agents added to a queue will receive the calls which are passed on to that specific queue. To know more about queues, you can click here

10. How can I make a queue?

→ To create a queue please follow the steps as mentioned here

11. 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

12. How can I delete an agent from queue?

→ 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. 

13. 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, then follow the below steps -

1. Again Sign In with same Email ID.

2. An error saying “Account not verified” will be shown.

3. Click on ‘Here'.

4. Once you click on ‘here', you will be redirected to Resend Verification Mail page.

5. There you need to complete captcha and click on ‘resend verification Email'.

6. Then an email with new verification link will be sent to you.

7. If you still haven’t received the verification email then you can mail on ‘help@phonon.io’ with your Email and your problem.

14. How can I create an SMS campaign

→ To create a bulk SMS campaign, go to Main -> Flow Design -> Flows -> Outbound Multicast.

→ Add an SMS widget after “Start” and configure the flow according to your use case.

15. I need a bulk email campaign, how can I do ?

→ To create a bulk Email campaign, go to Main -> Flow Design -> Flows -> Outbound Multicast.

→ Add an Email widget after “Start” and configure the flow according to your use case.

16. 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.

17. 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.

18. How do I load the numbers for outbound calling?

→ To load the numbers for outbound flows, you can follow steps mentioned here.

19. I want to purchase new DIDs, how can I do ?

→ To purchase new DID go to Account Set-up -> DID

→ 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:

1. Account email ID

2. Client ID (Can be found under “Settings” on the top right corner drop down)

3. First Name

4. Last Name

20. Where can I set up my amazon/google cloud account?

→ You can setup your existing cloud account under  Advanced -> Cloud section and follow the mentioned steps

21. I want to create a new disposition for my agents, how can I do that ?

→ To create a new disposition go to Call Centre Setup -> Disposition section and follow these steps.

22. My reports are not getting generated, what should I do ?

→ 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:

1. Account email ID

2. Client ID (Can be found under “Settings” on the top right corner drop down)

3. First Name

4. Last Name

23. I want to get my reports everyday over email, how can I achieve that ?

→ 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

1. Flow Type: Select the type of flow for the reports

2. Flow Name -ID: Select the flow name/ID

3. Email Addresses: Define the email addresses for the configured report(Valid email IDs required. Example: help@phonon.io)

Open

24. Where can I find real time status of the calls ?

→ To view summary metrics of calls, you can login as supervisor and then you can view the same on Agent Dashboard (If you do not have supervisor access then drop a mail on help@phonon.io with your account details and reason for mail).

25. 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 or login as supervisor

→ 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”

26. I am getting “IP not whitelisted'' error, what should I do ?

→ 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

27. I am getting an “Email ID not whitelisted” error while uploading a file, what should I do ?

→ 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

28. I do not want to call NDNC numbers on an outbound flow how can I do that ?

→ 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 “Transactional”

→ Please note: Once the flow type is selected (Transactional / Marketing), the selection can not be modified later.

29. I have added some recorded prompts but their state shows pending, why ?

→ When you add any new prompt, then first it goes for support approval and untill the prompt is approved by our support team, you will see state as “pending”.

→ As soon as prompt goes for support approval, a ticket is generated and support team will approve it as soon as possible. In case of any emergency or problem you can drop a mail with the following details on help@phonon.io

1. Account email ID

2. Client ID (Can be found under “Settings” on the top right corner drop down)

3. First Name

4. Last Name

5. Prompt name(s)

6. Ticket Number

30. I need to send an SMS but there is no sender ID in the dropdown, why ?

→ In order to send any SMS, first you need to create a sender ID in the SMS section under Setup → SMS section. You can follow steps mentioned here.

31. 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

32. 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 authorized email IDs in the Main → Whitelist → Email.

33. 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

34. I have created an outbound campaign with attached DID but still not receiving any calls.

→ In this case, please make sure to activate the listener for your flow and attached DID.

→ If your listener is activated and you are still facing the same issue then you can drop a mail regarding your issue on help@phonon.io.

35. 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

36. 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. You can add agents from setup → Agents section.

37. 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. 

38. 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

39. 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.

40. 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 more about sender Email ID, click here

41. 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.

42. 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.

43. 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

Open

44. Is whitelisting Email ID mandatory ?

→ If you want to trigger any outbound flow through Email upload, then you must whitelist Email ID first. To know more, click here.

45. What storage options do you provide?

→ Phonon Central supports SFTP and Amazon S3 storage. Here data like recordings, reports, and others can be saved

46. 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.io/agent-ui/)

→ If the issue persists, then reach out to our support team at help@phonon.io

47. I forgot my password, what to do now?

→ To create a new password, follow the below steps -

1. Click on the "Forgot Password" link on the login interface.

2. Enter your email ID

3. A link will be sent to your email ID

4. Click on the link to Reset your password

5. Create a new password

48. 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 and check your Inbox and the Spam Folder

→ If no link has been received yet, check your LAN/WIFI connection

Agent UI Platform

1. How do I Sign Up?

→ Follow the steps mentioned here to sign up.

2. Did not receive the Reset Password Link on my email ID?

→ Follow the following steps in this case:

1. Please check the email ID is same as the one used for Sign Up

2. Refresh your Inbox

3. Check the Spam Folder

4. If no link has been received yet, check your LAN/WIFI connection

5. Contact your network team in case of connectivity issue or report on help@phonon.io

3. What is a manual call break?

→ Manual Call breaks are special breaks which will allow you to perform calls to the customer by dialing their phone numbers. To know more about manual breaks, you can click here.

4. What to do as I have not received the OTP for agent login ?

→ Check if your desk phone/mobile/landline is in working condition

→ Check the network connection

→ Click again on ‘call’ or ‘SMS' to again receive OTP. You will have maximum 20 attempts to do so.

→ If the problem still persists then email on help@phonon.io

 5. 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

6. 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

7.  What to do as the Logout button is not working?

→ Click on your agent name, and select ‘troubleshoot’.

→ Then select the option of ‘reset’ and your state will be resetted.

8. 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

→ Make sure you are added in atleast one queue. If you are not added in any queue then contact your Supervisor.

9. What to do if I need to take a break from receiving calls ?

→ On agent UI, 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.

10. 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.

11. 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.

12. 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. You can transfer to any another queue, agent or any phone number directly.

13. 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.

14. What does the Conference button do?

→ You can use this button to get your fellow agent or supervisor on the call with you and the customer. At a time 3 people will be available on the call.