FAQ Overview

Support

which Browser does your service work best on

Generaly FIrefox, Chrome, and Opera are the best Compatabilty for our service 

1 Link for Google Chrome

2 Link for Firefox

3 Link for Opera

Author: WebMaster
Last update: 2018-04-15 16:44


What are the Difference between Desktop Phone and Soft-phone

a Desktop Phone is a physcial phone such as Polycom or Granstream Phones

a softphone act just like a desktop top phone but it inside your computer or mobile you will need a headset to your softphone thru your computer we as also recommend Xlite a free product for receiving inbound and making outbound calls but if you need to transfer phone you will need to purchase on of there upgrade version 

Author: WebMaster
Last update: 2018-09-14 19:54


Support » MyPBX

Setting Up a Softphone

1. Download X-Lite

2. Run (Install X-Lite) shiould be locate in your Download Folder

3. allow Firewall Rules and allow .Net installation if need be.

4. Open Xlite LIte (Please Speak With your Manager about receving Credential)

      a. User ID - User_xxxx (Case Sensative)

      b. Domain - xxxxxx.celeritytelecom.com

      c. Password - xxxxxxxxx (Case Sensative)

      d. Register with domain and receive calls (Check On)

      d. Advanced - Register Every - 60 Seconds not 3600 Seconds

Author: WebMaster
Last update: 2018-09-14 20:04


Where Can I Find My recordings ?

1. login into mypbx.celeritytelecom.com

2 login - will be your account number that you used to login to portal.celeritytelecom.com

3 password - will be your password that you used to login to portal.celeritytelecom.com

4 Account name - will be your account number that you used to login to portal.celeritytelecom.com

5 Voip Service --> Advanced --> Call History 

6. give it a Start Date and End Date 

7. Select Unique Calls 

8 Filter the phone number or ext on the right hand side 

 

Author: WebMaster
Last update: 2018-04-15 17:51


How Can I Check My Voicemail ?

you can check Voicemail by hit *97 then dial 

it will prompt you for the extenstion i.e 1000 

password should be the same as extension

Author: WebMaster
Last update: 2018-09-14 19:56


How can I Forward the Calls to My Cellphone or other Number ?

on your Phone you hit *72 this will enable the CWD (Call Fowarding) it will then prmpted you to dial in the number to CWD to

*73 Disable CWD

Author: WebMaster
Last update: 2018-04-15 22:42


Support » Portal

How to Purchased a Phone Number

Access Celerity Portal via Web going to portal.celeritytelecom.com

1. - Go to Accounts V2 on menu tab 

2. - Telephone button next to the green button 

3.-  you then click on the areacode you want to search i.e 954

4.-  the click on Available then click seach 

5.-  then click on Green Button to purchase the DID  

6.-  give the Phone number a destination.

A) (for hosted PBX) mypbx.celeritytelecom.com 

B) (Predictive Dialer) UNidialxxxx.getcelerity.com  

C) (VoiceBroadcast) md-cluster-1.celeritytelecom.com 

 

Author: WebMaster
Last update: 2018-11-26 20:48


Where can I go to Pay my Invoice

1 Click on account V2

2 Click on invoice 

3 Click on Make a payment 

4 Click on Paypal

5 Enter the amount you want to pay (Minimum past due must be paid) 

6 Click on Pay with Debit or CreditCard 

7 Fill out all the info that is require and Continue 

8 process complete you Invoice is up to date now 

 

Author: WebMaster
Last update: 2018-11-26 20:53


Where can I see what calls Where made on My account

In order to see  the calls you made, Please go to the portal and see the CDRs (Call Detail Records) 

1.- Access Celerity Portal via Web going to portal.celeritytelecom.com

2.- Type your respective username and password 

3.- Click on CDR on the right side Menu

4.- Select the Date you want to look for

5.- Make sure you select the Output Timezone as: EST (-5:00) America

6.- Click Search (See Graphic Below) 

Author: WebMaster
Last update: 2018-11-26 19:36


Where can I Find Mydialer Administration

Author: WebMaster
Last update: 2018-04-08 03:39


Where can I create another Agent for Mydialer

Author: WebMaster
Last update: 2018-04-08 03:39


Support » MyDialer

How can I create a Campaign

Author: WebMaster
Last update: 2018-04-08 03:40


How can I upload My Leads

Author: WebMaster
Last update: 2018-04-08 03:40


Preparing a file for Upload

Author: WebMaster
Last update: 2018-04-08 03:40


Uploading and converting VoiceBroadcast Msg for Upload

Author: WebMaster
Last update: 2018-04-08 03:41


Definition of Mydialer Leads Status

Author: WebMaster
Last update: 2018-04-08 03:42


how many leads can each Camp hold

Author: WebMaster
Last update: 2018-04-09 20:26


Support » UNidial » Campaign

enable and disabling AMD (Answering Machine Detection)

Author: WebMaster
Last update: 2018-04-08 03:21


What are Dial Status and how to use them

Author: WebMaster
Last update: 2018-04-08 03:25


how to increase or decrease the Dial Ratio Per agent

1.- Go to the server via the browser ex:unidialXXXX.getcelerity.com

2.- Go to Administration

3.- Go to Campaign

4.- Dial Method and select Ratio

 Dial Method -This field is the way to define how dialing is to take place. If MANUAL then the auto_dial_level will be locked at 0 unless Dial Method is changed. If RATIO then the normal dialing a number of lines for Active agents.

Auto Dial Level -This is where you set how many lines the system should use per active agent. zero 0 means auto dialing is off and the agents will click to dial each number.

Auto Dial Level Threshold -This setting only works with an ADAPT or RATIO Dial Method, and it must be set to something other than DISABLED and the number of agents setting must be above 0.

Author: WebMaster
Last update: 2018-09-25 21:16


How to Change the Camping Caller ID

Author: WebMaster
Last update: 2018-04-08 03:26


How to enable Scheduled Callbacks

Author: WebMaster
Last update: 2018-04-08 03:27


Drop calls and How to Redirect them

Author: WebMaster
Last update: 2018-04-08 03:28


DNC List and how to use the

DNC - (Do Not Call) Customer designated to not be called back, either due to personal request or
having been placed on the National Do Not Call list.


The Federal Do-Not-Call list(DNC list), as of February 2012, has over 209,000,000 phone numbers in it. This is an opt-in list that is free for consumers and is maintained by the FTC. Companies who place outbound calls to solicit sales from consumers must filter their calling lists against the DNC list at least once a month. Penalties for calling customers on this list can result in thousands of dollars in fines for each violation and increased oversight from the FTC.

 

Note: To Upload a lead with the DNC list include and avoid penalties go to https://www.myfreednc.com

Author: WebMaster
Last update: 2018-09-25 22:47


how to use Agent Pause Codes

When the agents login, the agent is able to see all the features and get all the call information, there is a resume
on the pause bottom, technically when they hit resume that means the agents are ready to take calls, when they hit pause
for some reasons they are not ready to take calls
the pause codes allow you to control what they are doing, or the supervisor to see what they are doing during the day

to setup a pause cause go to:
Campaign>Pause Codes>select the campaign ->start creating the pause codes
Examples:
Pause Code: BRK Pause Code Name: Break Billable: YES Click ADD
Pause Code: LUNCH Pause Code Name: Lunch Billable: NO Click ADD
Pause Code: BATH Pause Code Name: Bathroom Break Billable: YES Click ADD
Pause Code: COACH Pause Code Name: Coaching Billable: YES Click ADD

Go to the Campaign>Detail View>scroll down until you see the Agent Pause Codes Active: FORCE (Recommended), After hit SUBMIT


Force means that everytime the agent hit pause it will give you one of the reason why are not taking calls


Agent Pause Codes Active -Allows agents to select a pause code when they click on the PAUSE button in the agent screen. Pause codes are definable per campaign at the bottom of the campaign view detail screen and they are stored in the agent_log table. Default is N. FORCE will force the agents to choose a PAUSE code if they click on the PAUSE button.

Please see agent screen below: 

 

Author: WebMaster
Last update: 2019-05-28 17:04


Can't make any manual Outbound Calls

If the case is that the agent can't make outbound calls please check the Manual Dial Filter settings (see below) under the campaign:
1.-Go to the server via the browser ex:unidialXXXX.getcelerity.com
2.- Go to Admin Tools
3.- Campaign and select the campaing
4.- Go to Detail View
5.- Check for Manual Dial Filter to be setup as NONE (Recommended)

Please also keep in mind to check if the number is a valid number when dialing manually


Manual Dial Filter -This allows you to filter the calls that agents make in manual dial mode for this campaign by any combination of the following: DNC - to kick out, CAMPAIGNLISTS - the number must be within the lists for the campaign, NONE - no filter on manual dial or fast dial lists. CAMPLISTS_ALL - will include inactive lists in the search for the number.

Author: WebMaster
Last update: 2019-05-28 15:23


how to create AC_CID (Area code Caller ID )

AC-CID (Area Code Caller IDs)
Allows you the ability to set custom caller ID numbers per campaign for outbound calls by area code. You can even set multiple caller IDs per area code. Any calls placed from the campaign to leads in the indicated area code, will display the phone number in the “CID Number” field as their outbound call ID. To add an entry, indicate the area code to be called, the Outbound CID that should appear, a brief description, and click “submit”. This page also shows a list of all active AC-CIDs for this campaign.

You can also follow next steps:

1.- Access Unidial Server using a browser ex:unidialXXXX.getcelerity.com
2.- Go to Campaing>AC-CID>ADD NEW AREACODE CID
Areacode: Ex, 214
Outbound CID: 12143214567
Description: Texas

Note:

If the System Setting for Areacode CIDs is enabled and the Campaign setting for Use Custom CallerID is set to AREACODE then you have the ability to define Areacode CIDs that will be used when outbound calling to leads in this specific campaign. You can add multiple callerIDs per areacode and you can activate and deactivate them each in real time. If more than one callerID is active for a specific areacode then the system will use the callerid that has been used the least number of times today. If no callerIDs are active for the areacode then the campaign CallerID or list override CallerID will be used.

Once you complete loading all AC-CID AREA CODE CID please contact celerity Tech Support to complete the process.

Author: WebMaster
Last update: 2018-11-13 21:33


How to use Scripts

Scripts can be set for outbound campaign and also for Inbound calls

A) Actual Campaign setting for outbound calls

B) In the Inbound Grup for incoming calls 

To Add a new Script you have to go to:  Scripts>Add A New Scripts and you will see the next fields:

Script ID: This is a short name of a script. This needs to be a unique identifier. Try not to use any spaces or punctuation for this field. Max 10 characters, minimum of 2 characters

Script Name: This is the Title of a Script. This is a short summary of the script. Max 50 characters, minimum of 2 characters. There should be no spaces or puntuation of any kind in this field.

Script Comments: This is where you can place comments for an agent screen Script such as -changed to free upgrade on sept 23-. Max 255 characters, minimum of 2 characters.

Active: This determines wether this script can be selected to be used by a campaign

Script Text: (Insert Tags): This is where you place the content of an agent screen script. Minimum of 2 characters. you can have customer information be auto-populated in this script  using --A--field--B-- where field is one of the following fieldnames:

Hello, can i speak with --A--first_name--B-- --A--last_name--B-- please? Well hello --A--title--B-- --A--last_name--B-- how are you today?

This would read-----

Hello, could i speak with John Doe please? Well hello Mr. Doe how are you today?

for Outbound calls

Campaing>detail view>script -->Select the script added before

For Inbound Calls

Inbound>Add A New In-Group>Script -->Select the script added

and under Get Call Lunch Select Script  

Author: WebMaster
Last update: 2018-09-14 22:37


Support » UNidial » List and Leads

Preparing a Leads for Uploading

open in excell and convert all data to text under format cell

Author: WebMaster
Last update: 2018-09-18 18:48


Search for a Lead

Author: WebMaster
Last update: 2018-04-08 03:30


Load new Leads

Author: WebMaster
Last update: 2018-04-08 03:30


Support » UNidial » Inbound

add a Phone Number to the UNidial for Inbound calls

Author: WebMaster
Last update: 2018-04-08 03:22


how to create and in-group

Author: WebMaster
Last update: 2018-04-08 03:31


How to create an IVR or Call Menu

Under normal conditions we have to take a couple little process and steps:

1.- Create an Ingroup going to Inbound ->Add A New In-Group
2.- Load some music on hold going to Admin->Audio Store
3.- Create a Call Menu (See Below)
4.- attach the Menu to what number is going to go into, in order to do that go to ->Inbound ->Show DID's
setup a DID Route as Call Menu and select the Call Menu settings as the call menu created

How To Create a Call Menu:

a.- Go to the server via the browser ex:unidialXXXX.getcelerity.com

b.- Click on Administration

c.- Go to Inbound

d.- Go to Show Call Menus, after you will see a menu page as below

e.- If you go to defaultlog provide by the system you can modify the call menu, Please make sure to record an audio before from what the customer must to hear.

6.- You can also create a New Call Menu going to "Add A New Call Menu"  please see below:

 

Author: WebMaster
Last update: 2018-11-14 19:11


How to Block nuisance callers

In case you want to block number(s) due to nuisance callers, please follow next:

1.-Go to the server via the browser ex:unidialXXXX.getcelerity.com
2.- Go to "Filter Phone Group" and verify if the BLACKLIST is already configure by default, if no you can create a new one clicking on "Add Filter Phone Group"

 3.- To Add a number to be on the Blacklist you have to click on "Add-Delete FPG Number" once, you have to added it as below:
Note:make sure to add the number with the 1 + area code + number and also area code + number
ex: 13055555555 and 3055555555

 

To operate this function you need to go to:

4.- Inbound ->Show DID, Select the Inbound Number
5.- Go to Filter Inbound Number: Group
Filter Phone Group ID: Blacklist

Click Submit 

Author: WebMaster
Last update: 2018-11-15 21:02


Inbound Calls show generic Caller ID not the customer caller ID

Author: WebMaster
Last update: 2018-04-09 20:24


change inbound color that the agent see

Author: WebMaster
Last update: 2018-04-09 20:25


Support » UNidial » Reports

how to use Real-Time Main Report

Author: WebMaster
Last update: 2018-04-08 03:35


how to use Export Calls Report

Author: WebMaster
Last update: 2018-04-08 03:36


how to view the user stats

Author: WebMaster
Last update: 2018-04-08 03:37


Support » UNidial » admin settings

Converting and Uploading Media ie. Voicemail, call Menu Recording , Welcome Msg

Author: WebMaster
Last update: 2018-04-08 03:19


How to add System Statuses

System statuses can be use to create custom statuses for your agents to disposition a call as once completed. can be campaign-specific or system-wide

To Add new system statuses please follow next steps:

1.- Go to the server via the browser  ex:unidialXXXX.getcelerity.com

2.- Go to Admin>System Statuses, After that you will see some statuses by default

3.- Go straight to the bottom,modify the fields with the parameter as necessary, after click ADD (See attached files) 

Author: WebMaster
Last update: 2018-11-26 17:14


what is the audio store and what can i do with it

Author: WebMaster
Last update: 2018-04-08 03:35


what is admin tools

This Section allow you to Delete-Add IP address to the white and black list. You will need this screen when you have enter your password incorrect after three times your ip address will be blocked and you can't access UNIdial, All you need to do is find your ip address and remove it from the blacklisted section *Please be careful do not remove the wrong IP address* this screen also has access  to the agent login screen, the admin setting and the ability to reboot the server *Please be careful not to reboot the server when agents are log in*

To Access Admin Tools 

1.- Go to the server using a browser ex: unidial.getcelerity.com

2.- Go to Admin Tools 

3.- You will see the screen attached below, then you can add or delete blacklist IP

Author: WebMaster
Last update: 2018-11-26 17:11


Setting Up a X-Lite

1. Download X-Lite

2. Run (Install X-Lite) shiould be locate in your Download Folder

3. allow Firewall Rules and allow .Net installation if need be.

4. Open Xlite LIte (Please Speak With your Manager about receving Credential)

      a. User ID - 1XXXX (Case Sensative)

      b. Domain -unidialXXXX.getcelerity.com

      c. Password - xxxxxxxxx (Case Sensative) - Registration Password (admin —> Phone —> ext (ex. 1000) use the registration Password)

      d. Register with domain and receive calls (Check On)

      d. Advanced - Register Every - 60 Seconds

Author: WebMaster
Last update: 2018-11-26 17:08


How to Monitor Calls

1.- Access Unidial Server  Ex: unidialXXXX.getcelerity.com

2.- Login to the server with user and Password, after that Click on Administration

3.- Go to Reports>Real-Time Main Report 

4.- Accessing this page you can see:

*Current Active Calls

*Calls Ringing

*Calls Waiting for Agents

*Calls In IVR

*Agents Logged In

*Agents In calls

*Agents Waiting

*Paused Agents

*Agents in Dead Calls

*Agents in Disposicion 

 

Author: WebMaster
Last update: 2018-09-07 17:45


how to reboot the server

1.- Go to the server via the browser ex:unidialXXXX.getcelerity.com

2.- Go to Admin Tools

3.- Go to Server Actions at the top left of the web page 

4.- Click on Reboot this Server

Author: WebMaster
Last update: 2018-09-04 15:34


my agents cant login (phone not active in the system)

Author: WebMaster
Last update: 2018-04-09 21:41


X-LIte i cant hear the caller/they cant hear me

Author: WebMaster
Last update: 2018-04-12 17:51


Support » UNidial » Users

How to Create additional Users

Author: WebMaster
Last update: 2018-04-08 03:25