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Introduction

Getting Started
Dashboard
Business Information
Profile
Change and Forgot Password
How to Raise a Service Request (SR)
Sign Out

Active Calls

Active Calls

users

Add User
All Users
Pending Users

Services

My Numbers
Time Groups
Time Conditions
IVR
Auto-Attendant
Agents
Departments
System Recordings
Voicemail
Outbound Services
Manage Contacts
Template Management
Dynamic Dialplan
Short URL Campaign
AC-CID Lists
Agent Disposition
Survey Campaign
Direct Inward System Access (DISA)
Scheduled Calls

DIALER AGENT PANEL

Inbound Calls
Call Operations
Call Disposition
Call Detail Records
Manual Dial
Schedule Calls
View Agent Script
Update Lead Data
Availing Breaks

Integrations

HPBX Integrations
Dialer Integrations

API Connect

Webhook
- Call Hangup Cause Codes (Q.850 Standard)
API Dialplan
API Tokens
Click to Call Support API

Call Detail Records

Call Detail Records (CDR)

Insights

INSIGHTS

Reporting

Reporting Overview
Real Time Reporting
Call Details
- Call Detail Records (CDR)
- Call Logs
HPBX Reporting
- Agent Performance Report
- Department Performance Report
Dialer Reporting
General
Logs

INTERACTIONS

Onboarding Guide
Template Management (OMNICHANNEL)
Permission to Users
Interactions Error Codes
FAQs on Interactions

Channels Hub

Pre-requisites & Prep for WhatsApp Channel
Supported Media Types for WhatsApp

VOICE Streaming

Bi-Directional Audio Streaming Integration Document
Standard Operating Procedure (SOP) for VOICE Streaming

SETTINGS

User Management
- Manage Roles
  - Add User Role
  - All Roles
- Manage Team
  - All Members
IP Pool Whitelisting
Manage Settings
- Manage SFTP
- Manage AWS
  - Manage Remote Storage
  - Bring Your Own AWS Bucket (BYOB) Guide
Reset Password
Channels
Business Information
- Profile
Logo Management
CDP List Management
Sign Out

miscellaneous documentation

Smartflo Softphone
Cause Codes
Click to Call and Service Management App
Smartflo Microsoft Azure AD
Notification Based WhatsApp Setup Guide

Policies

Data Retention Policy
Customer Service Support SLA

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