B3Networks

B3Networks Academy

1

Article
Last Month

300.0%

Handle Contact Center Calls

Published August 22nd, 2023 by B3Networks Academy

Receive Notification of Incoming Calls Agents will receive a notification of incoming calls in their inbox Pickup the call When the agent picks up the call via device, the information of the call will be displayed in Me view Agent can also check the information of the call in the respective inbox  Call Journey & Access Users can check the call j

113 Views 1 min

Manage the Invoice content for products

Published May 29th, 2023 by B3Networks Academy

This section helps you to manage how the Tax Invoice will be displayed. To set this up, please follow the steps below: 1. Log in your admin account > Product > Selling Products tab > Filter > View the product that you want to configure. 2. View the Product's Variant 3. Edit the Variant 4. Change the Text content as you want and Save Note

86 Views 1 min

Orders: Delete an Order

Published May 29th, 2023 by B3Networks Academy

In order to delete a created Order, please follow the steps below: Go to the Order app, choose the Orders tab Select a pending/rejected Order that you would like to delete Click on the Trash icon Confirm to Delete Once an Order is deleted, it can be searched by filtering Deleted status.

81 Views 1 min

Custom Action - Post Call Survey

Published June 4th, 2024 by B3Networks Academy

Introduction Post Call Survey allows the system to send an SMS to the callers to gather their feedback after their calls to your Call Center finish.This feature provides a tool for the Call Center to understand the satisfaction of customer service as well as to enhance agents' effectiveness. Licensing Requirement Licensing requirement to use the Pos

27 Views 2 min

Welcome To Helpjuice (2min video)

Published May 11th, 2023 by B3Networks Academy

Welcome to Helpjuice! This is a sample article we wrote for your to better try Helpjuice's Article Editor.  Quick 65 second intro to Helpjuice Your browser does not support HTML5 video. What is Helpjuice? Helpjuice is a super powerful knowledge base that is very simple and customizable.  Why do people use Helpjuice? The top three reasons people choo

71 Views 1 min

Upgrade and Downgrade Subscription

Published May 18th, 2023 by B3Networks Academy

Subscription Upgrade When you upgrade a subscription, for example from Professional to Business, you will pay a prorated difference.For example: You subscribed for an application Professional Plan at $365/year, active from 16 Nov 2020 - 15 Nov 2021. Fully paid. On 16 Jun 2021, you want to upgrade to Business Plan which costs $730/year.  => The pr

135 Views 1 min

MS Teams Call Forwarding

Published May 21st, 2023 by B3Networks Academy

This feature allows you to forward the incoming calls to one of the following options: Voicemail New number or contact My Delegates Call Group Click HERE for detailed instruction.  

140 Views 1 min

Submit Diagnostic Report

Published May 22nd, 2023 by B3Networks Academy

When you encounter an issue with Bizphone app, users can submit a Diagnostic report for the Technical team to investigate further. Mac Step 1: Login to Bizphone App > Click Bizphone on the top left of your monitor       Step 2: Go to Preferences       Step 3: Click Submit Log     Windows Step 1: Login to Bizphone App -> Click [...] icon ->

196 Views 1 min

VIP Members

Published May 30th, 2023 by B3Networks Academy

Overview In large corporates, the information of the higher hierarchical users or important users should not be visible to everyone. Therefore, in order to cover this scenario, we would like to introduce the feature named - VIP Members. Functions It will restrict the viewing access for any VIP Members inside the organization. This includes but is no

141 Views 1 min

Activate Call Rebranding Service

Published May 23rd, 2023 by B3Networks Academy

Call Rebranding service allows customers to use their numbers which do not belong to our system as CallerID. This service is only applicable to SIP, Bizphone and Wallboard. Because of telecommunication regulations, we are required to ensure accountability for the Call Rebranding service. Hence, in order to activate this service, we will need the fol

390 Views 1 min

Admin Tools

Published May 24th, 2023 by B3Networks Academy

Admin Tools page is where you can manage your users' configurations, including: Manual Configuration Bulk Configuration Bulk Templates Manual Configuration Activated Devices IP Phone - SIP Credentials:  Owner/Admins can use this feature to view SIP Credentials and manually connect SIP with users' IP Phones. If users use these  brands , you can utili

948 Views 6 min

Get a Refund on Terminated Subscriptions

Published May 18th, 2023 by B3Networks Academy

When an active subscription is terminated, the user will be refunded automatically with the amount equals to: The full amount that the user has paid, if the termination date is within 14 days of activation/renewal The rest of the duration of the subscription, in months, if the termination date is after 14 days of activation/renewal. For example, you

249 Views 1 min

Hot Desking Feature

Published May 22nd, 2023 by B3Networks Academy

In offices with Hot Desking, workers take whatever desk is available, instead of having one assigned space. When the agents start their working shifts, they just need an available phone and login to their extensions/identities and start working, everything such as contact, history, Caller ID would be synced. Notes: Hot Desking Extension should NOT b

325 Views 1 min

BizPhone Desktop App Installation

Published May 22nd, 2023 by B3Networks Academy

Note: You need an active Bizphone IP license to sign in and use the app.    Bizphone Desktop App is an application used to make and receive calls on the computer. It is a Softphone service that can be used on either a Windows or Mac desktop. System Requirements: Windows Windows 10 or newer .NET Framework 4.5.2 or newer (installer will download from

1313 Views 1 min

Configure Virtual Line Flow: Webhook

Published May 24th, 2023 by B3Networks Academy

In this section, users can deliver Virtual Line data to other applications as it happens, meaning you get data immediately. Data can be user-defined parameters, global context variables, and block context variables that are passed through the Virtual Line blocks at runtime. To set up, please follow the steps below: Choose Webhook command. Fill in th

218 Views 1 min

Communication Hub: Users - Assigned Calls

Published May 29th, 2023 by B3Networks Academy

Overview The Assigned Calls tab contains detailed data for each interaction that takes place in your Inbound Contact Center. One call can be assigned to multiple agents and rung multiple times at agents' devices until one of them picks up the call, and all of that assignment calls will be listed here so that the Supervisors can have a full picture o

149 Views 1 min

Workflow Command: Set Condition

Published May 28th, 2023 by B3Networks Academy

If calls satisfy the setup conditions in this section, they will be forwarded to the specified destination. You can create more than one condition for a branch. Finish one and create another. To set up, please follow the steps below: Choose Set Condition option Save Click Next step(s) to configure: Process order Condition Types Block Types Save Proc

195 Views 1 min

Dashboard

Published May 22nd, 2023 by B3Networks Academy

Overview Note: The Dashboard tab is only available for Inbound Call Center.   The Dashboard can: Provide real-time information related to contact center performance. Allow the supervisor to select and customize different metrics to show in the Dashboard. Show on a big screen. Sample of a captured report  (Queue groups data shown): Key Metrics 1. Cal

854 Views 1 min

Connect Cisco to SIP

Published May 23rd, 2023 by B3Networks Academy

Here are the steps you need to follow: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Click SIP to see the details. Connect the power and Internet cables to the Cisco Phone Connect to the webpage of the Cisco phone by entering the IP address of the phone into a web browser To get the IP address

131 Views 1 min

Integrated Instruction

Published May 21st, 2023 by B3Networks Academy

A. Pre-requisites: Global Admin access on your Office 365 tenant. Powershell environment installed before you can run the Powershell commands later in the guide.  CPaaS Bizphone MS Teams License  Number  Microsoft Teams Licenses: Licenses for Domain Verification: Office 365 E1  Office 365 E3 Office 365 E5  Microsoft E3 Microsoft E5  Microsoft F1  Of

75 Views 3 min

Workflow Command: Confirm

Published May 28th, 2023 by B3Networks Academy

In this section, callers are allowed to: Confirm their previous action (e.g:  Gather Input  action) by pressing "1"  Or go back to the previous step by pressing any other digits Note: Digit "1" cannot be adjusted.   To set up, please follow the steps below: Choose Confirm action from the action list Configure command: Upload an MP3 file (Max: 5Mb) T

165 Views 1 min

AgileCRM Integration

Published May 24th, 2023 by B3Networks Academy

With this Integration, AgileCRM will generate a ticket whenever your Virtual Line has an incoming call. Select Integration tab AgileCRM Fill in the required information Save   Sub domain It is the unique web address you chose when you were setting up the account. You can see it on your address bar when are logged in. For example, your URL is https:/

147 Views 1 min

Assign DID Numbers to Virtual Line

Published May 24th, 2023 by B3Networks Academy

Note: Virtual Line - Professional Plan (Basic plan) supports only 1 DID at the beginning to receive Incoming calls. Need to purchase a new subscription or upgrade the plan to use multiple numbers. Virtual Line - Business Plan or above supports more than 1 DID. Instead of purchasing a new subscription, you will only need to add another number.   DIDs

226 Views 1 min

Manage Permission Group

Published May 30th, 2023 by B3Networks Academy

The Owner of the organization can decide which access to give to which Admins using different Permission Groups.  1. Manage Organization This permission is to decide whether an Admin can access the Manage Organization page and manage Everyone. Permission Behaviours Admin does not have any of the following Permissions: People Organization Settings Ca

893 Views 4 min

Log in your customer accounts

Published May 29th, 2023 by B3Networks Academy

Remote Support: If you want to check some info of your customer accounts that cannot be seen directly in Customer app such as app configuration, subscription assignment, etc. you have to log in to the account using Remote Support. Notes: The supporters will have the highest privileges in the customer accounts they are managing (can access all data a

290 Views 1 min

WhatsApp Business Account Configuration

Published May 21st, 2024 by B3Networks Academy

License Prerequisites  Base License: Phone System Add-on License: Contact Center + WhatsApp User Roles Owner + Admin = Supervisor Supervisors must be assigned a Contact Center add-on license to access and set up Omni-channel WhatsApp.  Member = Agent Agents must be assigned Contact Center + WhatsApp add-on license to handle Omni-channel WhatsApp tra

31 Views 2 min

Types and Roles of Bizphone Extension

Published May 21st, 2023 by B3Networks Academy

Bizphone Types There are 2 categories:   Features Normal Call Center 1 Activated devices IP PhoneMobile Desktop IP PhoneMobile Desktop 2 Incoming call - Ring device IP Phone Mobile Desktop IP Phone Mobile Desktop *Only primary device will ring. 3 PIN Login Supported Supported 4 Bizphone Gateway Supported Supported 5 Incoming Call Forwarding Supporte

388 Views 1 min

MS Teams Auto-Attendant

Published May 21st, 2023 by B3Networks Academy

Introduction: Auto-attendant is an IVR service that allows users to set up menu options to route the calls based on caller inputs.It provides a series of choices that guide callers to their desired destination quickly, without relying on a human operator to handle incoming calls. Key Features: Key features: Greeting message. Play Menu options. Set u

142 Views 1 min

Workflow Command: Webhook

Published May 28th, 2023 by B3Networks Academy

Configuration In this section, users can post Auto Attendant data to other applications as it happens, meaning you can get Auto Attendant data immediately.  Data can be user-defined parameters, global context variables, and block context variables that are passed through the Auto Attendant blocks at runtime. To set up, please follow the steps below:

179 Views 1 min

Block Unwanted Calls

Published May 28th, 2023 by B3Networks Academy

For cases of Unwanted Calls (e.g. fraud, spam, phishing), the Owner/Admins can block a specific number from going through the Auto-attendant number.  It works by filtering the incoming call ID through the list before pushing it through the workflow.  In order to set up, please follow the steps below: Go to the Blacklist tab Choose: Block a number:  

173 Views 1 min

Change Registered Phone Number and Email Address

Published May 18th, 2023 by B3Networks Academy

To change your registered phone number or email, follow the steps below: VERSION 1 Click on the Profile icon Go to Manage Account Select Security and Credentials tab Edit Email / Phone Number Update VERSION 2 Click on the Profile icon Go to Manage Account Select Security and Credentials tab Edit Email / Phone Number Update

93 Views 1 min

Inbound Call Rule

Published May 19th, 2023 by B3Networks Academy

As a default, the system will display this standard Caller ID on the recipient's side when users make outgoing calls: <country code> + <area code> + <destination>  However, this might let the recipients think that it is a number calling from overseas. Therefore, this Inbound Call Rule will help to override the way the recipients se

310 Views 1 min

Configure Virtual Line Flow: Forward to

Published May 24th, 2023 by B3Networks Academy

In this section, users are allowed to redirect the incoming call to the previous block if numbers in the current block miss the call. To set up it, please follow the steps below: Choose Forward block  Choose Forward times (How many times that the call is forwarded) Set up the message

150 Views 1 min

Introduction to Channel Management

Published July 16th, 2024 by B3Networks Academy

Channel Management is used to configure the workflow of your Omni channel conversations. This tab supports to route the incoming conversation via a Channel to different Inboxes according to the customers' needs. Prerequisites Base license: Phone System Addon license: Contact Center Role: Owner/Admin Navigation Go to Phone System Change view to Syste

1 min

MS Teams Call Queue

Published May 21st, 2023 by B3Networks Academy

Introduction: Call queue provides a method of routing callers to people within the organization who can help with a particular issue or question. Calls are distributed one at a time to the people in the queue (who are known as agents). Key Features: Greeting message. Music while people are waiting on hold in a queue. Call routing - in First In, Firs

106 Views 1 min

Team Chat

Published May 25th, 2023 by B3Networks Academy

Introduction This feature allows you and your team to communicate and collaborate at the same moment. There are 2 types of Messages in Team Chat: Channel Direct message Permission

108 Views 1 min

Integrated Instruction - Full Automation

Published May 28th, 2023 by B3Networks Academy

To integrate, you should follow the steps below: Provision CPaaS Phone System Licenses and assign them to Users Give CPaaS consent privilege Enable and verify SBC/FQDN domain Assign CPaaS Addon License to Users Activate Microsoft Teams subscription Provision CPaaS numbers to your Microsoft Link MS Teams users with proper CPaaS extensions Run Powersh

250 Views 4 min

Call History

Published May 25th, 2023 by B3Networks Academy

All incoming, outgoing, missed calls coming to your extension will be captured on the Homepage with complete details and can be retrieved for up to 1 year. This place will display all the call history based on Contact Numbers. Call Recording/Voicemail (if any) can be listened online and downloaded here. Note: Duration Limit for Voicemail is 1 minute

218 Views 4 min

Busy Lamp Field (BLF)

Published May 24th, 2023 by B3Networks Academy

Introduction: BLF is an acronym for Busy Lamp Field, which is a light on an IP Phone that tells you whether another extension connected to the same PBX is busy or not. This feature allows a Monitor Account/Extension to see the status of other extensions. By activating this function, the user will be able to: Check if another extension is currently o

143 Views 1 min

Add members to customer account

Published May 29th, 2023 by B3Networks Academy

Go to Customer app > Search an account > Click View > Members Click Add new member Fill in the info: Name Portal Access: allows users to log in to the web portal. Role: Admin Member Email No portal Access: creates login-less users (users without emails and passwords). The most common use of this feature is for IP Phone users who do not have

191 Views 1 min

Check Workflow Version History

Published May 28th, 2023 by B3Networks Academy

Our system is able to show the latest 5 versions. Version name and status (Draft or Active) Created date and time Changes made by whom Actions available: Click an old version to view the workflow Rollback to an old version Delete a version

122 Views 1 min

Call Waiting

Published May 25th, 2023 by B3Networks Academy

This feature helps users to be notified that another caller is trying to get through their line while they are currently engaged on a call. Users are able to choose whether to accept/reject the new call or keep talking on the line. Note: This feature is only available after Admins enable Call Waiting in the  Admin Tools tab  on the portal.   Scenari

106 Views 1 min

Create a New Channel

Published July 16th, 2024 by B3Networks Academy

Create a New Channel Whenever a new chat is created, first, it will be checked by Channel’s Working Hours layer to decide if the chat follows the Working Hour, Non-working Hours or the Public Holiday flow. Within Working Hours: Chat will follow the Working Hours flow System will display messages and check the next layer Chat Routing: Single Inbox /

2 min

Action - Add Note

Published May 25th, 2023 by B3Networks Academy

Introduction Submit a response to a created  Form . REQUIRED INPUTS Note UUID Template UUID NO OUTPUT Configuration In order to configure this action, follow the steps below: Click the (+) icon, choose to Add Note Configure input parameters: Note UUID Template UUID: Choose a created  Form Custom Fields (optional) Key Data Type: Boolean Number String

148 Views 1 min

Settings - Manipulation

Published May 29th, 2023 by B3Networks Academy

Introduction The variances among SIP networks, such as incompatible interconnection, can disrupt SIP operations. In order to resolve these problems, Edge Server provides SIP Header Manipulation, giving Edge operators the ability to control SIP traffic by manipulating SIP messages.  Shortly, Manipulation is to modify SIP Header. Functions Add custom

228 Views 1 min

Download Call Recording Files

Published May 24th, 2023 by B3Networks Academy

The user has 2 options to download the Call Recording files. Via Unified Call History Via API 1. Download via Unified Call History To download the Call Recording logs from our Portal, please follow the steps below: Click on your Profile icon Choose Manage Organization On the left sidebar, select the Call History tab Select the specific fields to bro

294 Views 1 min

Two-Factor Authentication (2FA)

Published May 18th, 2023 by B3Networks Academy

Two-Factor Authentication Two-Factor Authentication provides another layer of security to your account. Your email needs to be verified before you can enable this feature. Note: Your email needs to be verified before you can enable this feature.   Enable 2FA: In order to enable 2FA for your account, follow the steps below: Click on the profile icon

164 Views 1 min

Bundles: Reactivate a deleted Bundle

Published May 29th, 2023 by B3Networks Academy

In order to reactivate a deleted bundle, please follow the steps below: Go to the Order app, choose the Bundles tab Select the Deleted status Choose an appropriate Bundle that you would like to reactivate Click on the Pencil icon Check the information and edit (if necessary) Update You can find the reactivated bundle in the Active bundle tab.

81 Views 1 min

Pre-requisites for SIP Trunk

Published May 25th, 2023 by B3Networks Academy

To activate Sip Trunk, following licenses are required to be purchased: Base Add-on SIP Trunk Number  -  Concurrent Call

145 Views 1 min

Workflow Command: Play Message Only

Published May 28th, 2023 by B3Networks Academy

In this section, you can add or upload an automated message for the callers to hear. To set up, please follow the steps below: Select Play message only option Configure the command: Mark as miss call after - How long the call will be considered as missed Choose the type of message: Upload an MP3 file (Max: 5Mb) Type your message(s) (TTS - Text to Sp

222 Views 1 min

Introduction

Published May 21st, 2024 by B3Networks Academy

Background CPaaS Omni-Channel WhatsApp solution is designed to act as a crucial link between your organization and WhatsApp Business, offering a robust platform for real-time customer interaction. It not only bridges the gap between your organization and WhatsApp Business but also enhances the overall customer experience through efficient, real-time

27 Views 1 min

Organization Settings

Published May 22nd, 2024 by B3Networks Academy

Set up WhatsApp Agent Capacity - Whole Organization  Follow these steps to setup Agent Configuration for your organization: Go to Phone System Select View - System Go to Inbox Management - General Under the section “Agent Capacities”, select the number of transactions for WhatsApp Click Save Set up WhatsApp Agent Capacity - Custom Setting Go to Phon

26 Views 1 min

How To Handle Transactions

Published May 23rd, 2024 by B3Networks Academy

Receive Chat Auto Assignment Mode When customers start a chat, the transaction will be assigned to the available agent in the inbox. The agent can accept and start chatting with customer. Manual Assignment Mode When customers start a chat, the transaction will be in waiting status. Supervisors can use Assign button to assign the chat to an agent. No

39 Views 2 min

MS Teams Call Transfer

Published May 21st, 2023 by B3Networks Academy

During an active call, users will have these options available: Transfer Now: Allows users to transfer the call blindly. Consult then Transfer: Using MS Teams Directory on desktop or mobile, users can either use the chatbox or do a warm transfer to converse with the transfer destination first. After which, the transferer can click on the Transfer bu

111 Views 1 min

Manage Flow Data

Published May 17th, 2024 by B3Networks Academy

Overview Flow Data is the enhancement of Action “Memory” which is an action that supports storing data and sharing it within executions of the same flow or among different flows.  Configuration To effectively use the new configuration for flow data, which is now separate from the action itself, follow the steps shared in the demonstration below.  Us

36 Views 1 min

Working Hours

Published May 27th, 2023 by B3Networks Academy

In this tab, you can configure your own working hours appropriately.  A message to play to the callers when calls come in during  Non-working Hours  can be configured in the Inbound Call tab. 

179 Views 1 min

Organization Whitelist

Published July 12th, 2024 by B3Networks Academy

Overview The Organization Whitelist tab is designed to support the management of Sender IDs at the organizational level. This tab allows users to upload and manage their Sender ID whitelist efficiently. Configuration Go to the Admin org Go to SMS Gateway Select the Organization Whitelist tab Input the organization name or UUID in the Search field Cl

13 Views 1 min

Backup - Restore

Published May 29th, 2023 by B3Networks Academy

Introduction Backup is a tool for Edge operators to export all current configuration of a cluster (.json files) in order to backup in case someone mistakenly make any changes and want to reuse the pervious one. Restore is the contrary of Backup. It is used to import a (backup) json file into a cluster in order to restore the previous configuration. 

105 Views 1 min

Create a Live Chat

Published August 21st, 2023 by B3Networks Academy

Omni-Channel Configuration flow for Live Chat Create an Inbox Prerequisites Owners and Admins having Permission for Phone System can access the Inbox Management tab  The organization must have at least 1 license for Contact Center and Live Chat each Configuration Agent Management Assignment mode       > Auto: The chat will be automatically assign

288 Views 2 min

Call Journey Report

Published July 15th, 2024 by B3Networks Academy

The Call Journey Report offers detailed insights into customer interactions within the Auto Attendant flow. Users can export all call flow details, starting from the caller's initial access to the Auto Attendant and ending when they reach an agent for each transaction. Select Auto Attendant Select a specific flow for which you want to extract the re

23 Views 1 min

Suspend - Delete an Identity

Published May 29th, 2023 by B3Networks Academy

Suspend an identity In order to suspend an identity from the Customer app, follow the steps below: Search an identity by its registered email Click on the suspend icon Click Yes, I'm sure Reactivate a suspended identity In order to reactivate a suspended identity, follow the steps below: Search an identity by its registered email Click on the reacti

116 Views 1 min

Connect SNOM to SIP

Published May 23rd, 2023 by B3Networks Academy

Follow the steps below to connect SNOM Phone to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Click SIP to see the details. Connect the power and Internet cables to the SNOM Phone Connect to the webpage of the SNOM phone by entering the IP address of the phone into a web browser: To get th

149 Views 1 min

Communication Hub: Calls - Active Calls

Published May 29th, 2023 by B3Networks Academy

Overview Supervisors can see all the active calls, their agents are currently working on, here. Details of a call: Transaction ID Call type: Incoming calls Caller Destination  Queue Current User Start time and Talk time Queued at  Wait Duration Status: Talking Queueing Actions: Barge: Join the conversation between the caller and the agent Monitor: L

303 Views 1 min

Check Audit

Published May 19th, 2023 by B3Networks Academy

This tab allows the Owner/Admins to check all actions taken place within the account. In order to view the audit, please follow the steps below: Version 1: At the Homepage, select the Audit tab Filter by: Time Range App Action Search Version 2: Click on the Profile icon Go to Manage Organization Select the Audit tab Filter by: Time Range App Action

116 Views 1 min

What is Contract app used for?

Published May 29th, 2023 by B3Networks Academy

If you are a telecom business, you might consider offering your customer a contract for competitive pricing. By design: A contract is created by the Partner and tied to a Customer. Components of a contract: Duration: Contract has a start date and end date, beyond which subscriptions in the contract will stop auto-renewal. SKU: Contract defines the S

124 Views 1 min

Approve/Reject Deployment Request

Published August 29th, 2023 by B3Networks Academy

Users who do not have the permission to deploy the flow can request to approve deployment. An email notification is in place to inform both the requestor and the approver about the deployment request. When A Member with Edit privileges click Request deploy It will show a pop up Deployment Request. Member select Approver for the request with name and

97 Views 1 min

Configure Virtual Line Call Flow

Published May 24th, 2023 by B3Networks Academy

Edit and Deploy Edit Flow Select the Line that you want to make changes. Choose Edit button on the top left corner to start editing.       Activate the new version of the flow To activate the changed flow: Click the Deploy button on the top right corner. Select one of the options below: Schedule the Deployment time: Deploy it immediately:       Comm

211 Views 1 min

Overview

Published May 27th, 2023 by B3Networks Academy

The Overview tab gives the basic information of the current User’s settings as well as their current status.  Directory Name, Extension Number & Assigned Numbers These information are managed in the Licenses tab by the Owner/Admins.     User Status The user will have the following options: Available Busy Do Not Disturb Offline In order to change

166 Views 1 min

SMS Campaign

Published May 29th, 2023 by B3Networks Academy

What is SMS Campaign? An SMS campaign allows you to communicate with your customers via text message. Although they share many similarities with email marketing initiatives, text marketing campaigns offer a higher level of customization and personalization. This is because texting is the preferred method of contact for social interactions. Due to th

257 Views 2 min

Proforma Invoice

Published May 29th, 2023 by B3Networks Academy

1. What is a Proforma Invoice? A proforma invoice is a preliminary bill of sale that send to buyers before service provision. As a result, items in Pro-forma invoices are not considered as revenue, and therefore can be freely changed as required. 2. How to handle a Proforma Invoice? Create a Proforma invoice There are 2 ways to create a proforma inv

281 Views 2 min

Connect Zoiper for PC to SIP

Published May 23rd, 2023 by B3Networks Academy

For details, check Zoiper instruction here.   Or follow the steps below to connect Zoiper SoftPhone for Windows to SIP: Zoiper V3 Basic Configuration Ensure that you have the SlP username and password of the SIP subscriptionLogin to your account > Click SIP to see the details. Go to zoiper.com and download Install and launch Zoiper  Go to Setting

118 Views 1 min

Configure IP Phone License

Published May 22nd, 2023 by B3Networks Academy

IP Phone license is to connect to IP Devices or Softphones to make outgoing calls and receive incoming calls. There are 2 options to provision the IP License: Manual Provision with SIP credentials. Provision from the portal (supported brands and models only) Manual Provision: Go to Bizphone app > Extensions  Select the extension to be provisioned

327 Views 1 min

Configure Auto Failover Process for Desktop App

Published May 22nd, 2023 by B3Networks Academy

This is the auto-failover process for the SIP enterprise, which BizPhone server will return sip account to the desktop app - same username/password but different IP addresses for different networks. If the connection is down, switch to the secondary primary by registering the second account. Once the primary connection is up, switch back to use the

118 Views 1 min

Re-activate Expired Subscriptions

Published May 18th, 2023 by B3Networks Academy

Your subscriptions will expire if they fail to automatically renew AND if you fail to manually recover them. Within 28 days after the subscriptions expire, you can contact us to re-activate the subscriptions then all your data and numbers will be restored. NOTE The reactivated subscription will follow the origin subscription start and end date altho

121 Views 1 min

Provision & Access SIP Trunk

Published May 25th, 2023 by B3Networks Academy

1. How to provision SIP Trunk? To provision a SIP Trunk: Go to Manage Organization > Select Licenses Choose SIP Trunk > Select any subscription UUID  Add Concurrent Call Add-on License and Number 2. How to give access to SIP Trunk? To have access to the SIP Trunk, click here and follow the steps.  

227 Views 1 min

User Interface (With High Availability Mode)

Published June 15th, 2023 by B3Networks Academy

Requirement To use the High Availability function, users must purchase a High Availability add-on. User Behaviour Flow After purchasing a High Availability add-on, users will have a Secondary Sip Account along with the Primary Sip Account to support 2 systems at the same time when using Load Balancing or Auto Fail-over mode.The High Availability def

151 Views 2 min

Update Mobile App latest version

Published May 24th, 2023 by B3Networks Academy

In order to enjoy all the features of Bizphone Mobile app, you are recommended to use the latest version. Step 1: Check your current Version In Bizphone Mobile app Click Settings icon > Scroll down for General info, you will see the version of your app. Step 2: Check the Latest published version Android Go to Google Play Store > Search Bizphon

161 Views 1 min

Call Forwarding

Published May 24th, 2023 by B3Networks Academy

Overview Call Forwarding is a feature that allows users to forward or redirect incoming calls to any alternate numbers or the organization's extension numbers. How to activate Call Forwarding: Go to Phone System > Filter by: Me: if you want to manage your own extension settings Specific Teams: if you're going to manage the settings of your assign

418 Views 3 min

Connect Call Recording to Virtual Line

Published May 24th, 2023 by B3Networks Academy

To record Virtual Line, you need to make sure that you have a Call Recording subscription whose number of concurrent calls matches the number of concurrent calls of the Virtual Line.  For example, if you connect a Call Recording subscription to a Virtual Line Business, that Call Recording subscription must have at least 5 concurrent calls.  To conne

206 Views 1 min

Security

Published May 25th, 2023 by B3Networks Academy

You can add the IP address to your IP whitelist for your SIP account. The IP whitelist defines the IP addresses which can make calls via SIP.  With this setting, a layer of security is added when making calls as the IP whitelist identifies the IP address of the person making the SIP call. The call gets through only when the IP address is recognized

137 Views 1 min

Comparison of Integration Types

Published May 28th, 2023 by B3Networks Academy

B3Networks now offers 3 types of direct routing deployment options depending on customer security requirements. Option 1: Full Automation This option is recommended for most use cases. With this option, FQDN and SBC (Number) provisioning is automated via the CPaaS portal. The only manual portion is the PowerShell commands. Option 2: Semi-Automation

123 Views 1 min

Support Hub for Admin Portal

Published September 15th, 2023 by B3Networks Academy

Introduction Support Hub is designed to cater to the needs of both B3Networks and our trusted partners. This feature promises to be a game-cha nger in simplifying and expediting the support process. This feature is displayed on the left sidebar for both B3Networks and Partner to support and troubleshoot for their customers. All necessary information

355 Views 3 min

What is Price List app used for?

Published May 29th, 2023 by B3Networks Academy

The app is designed to centralize price of products / services.  1. View and download Support checking pricing of multiple products at the same time. Support checking pricing of multi-cycle (one-off, monthly and annual subscriptions) at the same time. Support exporting to CSV. Click  HERE  for more details. 2. Allow managing Presets/Quotes Improve t

134 Views 1 min

General Settings: Default Rules

Published May 28th, 2023 by B3Networks Academy

Default Rules combine Outbound and Inbound Rules that the Queues in the Organization will follow. Outbound Rule To configure Outbound Rule, please follow the steps below: Go to Settings, choose View - System Selectthe General Settings tab In the Default rules section, select the Pencil icon: Add the required fields: Dial Plan Country Whitelist Inbou

177 Views 1 min

Public Holiday

Published May 21st, 2023 by B3Networks Academy

Public Holiday Besides setting the  Public Holiday  for each user, you can set a Default Public Holiday for the whole organization.To configure organization default holiday, please follow the steps below: Click on the profile icon > Go to Manage Organization  Go to the Public Holiday tab Select Default Holiday Select country from Public holiday b

202 Views 1 min

Orders: Approve an Order

Published May 29th, 2023 by B3Networks Academy

Approving the order means provisioning it to licenses/subscriptions. If the option Purchase add-ons only! is ticked, Base Licenses will not be provisioned. If the bundle contains Number Licenses, make sure all numbers exist. There will be an error message if the organization's credits are insufficient. In order to approve a created Order, please fol

131 Views 1 min

Create a New Customer Account

Published May 29th, 2023 by B3Networks Academy

Click Create Organization  Fill in Organization Information: Organization Name Number of characters while naming the organization is unlimited. The Special characters that can be used while naming the organization are: Full Stop mark { . } Ampersand { & } Underscore { _ } Space Left Parentheses { ( ) Right Parentheses { ) } Forward Slash { / } C

281 Views 1 min

Default Dashboards

Published May 29th, 2023 by B3Networks Academy

Users This widget presents the current User State of the agents in your contact center (including in-queue and non-queue agents).  User State is a combination of User Status and User Call State. Combination Rule The User Call State has priority over User Status. Example: User A has Agent Status = Busy but is on a call, so Call State = Talking => 

502 Views 7 min

Manage Licenses & Extensions

Published May 24th, 2023 by B3Networks Academy

Provision Phone System Extensions: A. Manual Provision: 1. Provision Phone System License for Members: To provision the license manually, please follow the steps below: Click the Provision button Fill in: Number of Users Start from Extension (Extension Number) Click the Provision & Assign button Assign user to newly created Extension Click Assig

678 Views 2 min

Change ownership of an account

Published May 29th, 2023 by B3Networks Academy

Note: Ownership transfer does not lead to subscription assignment transfer. After you have transferred the ownership successfully, please help your customer to assign the subscriptions accordingly.  Login As  or  Remote Support  feature may help.   Go to Customer app > View the organization > Member Click the eye icon > Transfer Key in new

134 Views 1 min

IP Phone Management

Published May 24th, 2023 by B3Networks Academy

IP Phone Management tab is where you can automatically connect IP devices to your users who have IP Phone Licenses so that they can receive incoming calls and make outgoing calls on VOIP Devices. Provisioning system can associate multiple SIP Accounts with a single Extension. System allows the provisioning of multiple SIP Accounts on a single IP Pho

880 Views 4 min

Configure an Extension

Published May 21st, 2023 by B3Networks Academy

Go to Bizphone App > Extensions > User > Click to select an extension: 1. Basic information 1. Click Edit to change the settings       2. Edit the Info and Save change Key: the extension number which is used for internal calls and configuration. Label: Name of the extension Passcode: a chain of digits that users have to press when they call

1239 Views 5 min

Queue Management - Post Call Survey

Published May 23rd, 2023 by B3Networks Academy

Post Call Survey allows the system to send an SMS to the callers to gather their feedback after their calls to your Call Center finish. This feature provides a tool for the Call Center to understand the satisfaction of customer service as well as to enhance agents' effectiveness.  Customers will receive an SMS containing a URL to participate in a po

262 Views 1 min

B3networks Glossary

Published May 11th, 2023 by B3Networks Academy

This is a auto-generated Article of all your definitions within the glossary. Glossary This is a auto-generated Article of all your definitions within the glossary. All

38 Views 1 min

Helpjuice Article Editor (WOW)

Published May 11th, 2023 by B3Networks Academy

With the Helpjuice editor, you can attach images, and edit them on-the-fly with our advanced image editor.  Example below : We support the 'basics' such as tables, text formatting and all the other standard features you'd expect.  Some of the cool features our users love are such as Accordians/Tabs (see below), Article History (click on the top-righ

51 Views 1 min

Freshdesk Integration

Published May 21st, 2023 by B3Networks Academy

What is Freshdesk? Freshdesk is an online cloud-based customer service platform to keep track of conversations, collaborate with colleagues, and improve team efficiency with accurate metrics. It serves organizations by providing helpdesk support with all smart automations to get things done faster. The following B3Networks Apps allow users to instan

102 Views 1 min

Introduction

Published May 21st, 2023 by B3Networks Academy

What is MS Teams? Microsoft Teams was launched in 2017 and it is an upgraded version of Skype for business and Microsoft Lync. It is a persistent chat-based collaboration platform complete with document sharing, online meetings, and many more extremely useful features for business communications. In 2018 Microsoft released a version including the fu

132 Views 1 min

MS Teams Delegation

Published May 21st, 2023 by B3Networks Academy

Introduction: MS Teams Delegation is mainly used in a Boss/Secretary use case. When a user is assigned as a Delegate, they can: Make calls on behalf of the people they support. When the Delegate makes a call on their behalf, the recipient will see the corresponding number/Caller ID of the “Boss”. Receive calls for/on behalf of the supported User. Th

123 Views 1 min

NewRock VOIP Gateway

Published May 21st, 2023 by B3Networks Academy

What is a VoIP Gateway? A VoIP gateway is a device that uses Internet Protocols to transmit and receive voice communications.  A VoIP Gateway is used to convert voice and fax calls, in real-time, between the traditional network (PSTN) and an IP network. Traffic coming in from the traditional network (PSTN) is fed through a VoIP gateway and converted

170 Views 3 min

Welcome To Ideas

Published May 21st, 2023 by B3Networks Academy

Welcome!  We're glad you're here.  In the Ideas Portal, we encourage you to share your ideas and feature improvements for B3Networks Platform & Products.  Whether you are supporting customers on the B3Networks platform, a user of the communication products, or using integrations, we want to hear from you!  You are invited to browse existing idea

106 Views 1 min

Diagnostic Report

Published May 25th, 2023 by B3Networks Academy

When users encounter an issue with the Mobile App, they can submit a Diagnostic Report for our Technical team to investigate further. Note: This feature is only available after Admins enable Debug Mode in the  Admin Tools tab  on the portal.  

130 Views 1 min

Call History

Published May 25th, 2023 by B3Networks Academy

1. Call History Overview In the Calls History tab, users can do the following action by pressing hold for 3s: View Details Callback Terminology Call Type Call Status Icon Outgoing Answered Upward blue arrow   - Unanswered  - Failed  - Blocked  - Cancelled (Caller Cancelled) Right broken red arrow   Busy (Callee rejected) Right broken orange arrow In

115 Views 1 min

Get Started

Published May 25th, 2023 by B3Networks Academy

Web Phone is a feature on the portal used to make and receive calls on the web browser.In order to access it, please follow the steps below: Log in to your account on the portal Click on the Call icon  Start using Logging in: Login Flow: Users can log into their account according to the following available options: Sign In with Password Login to the

166 Views 1 min

Minimal Requirements

Published May 25th, 2023 by B3Networks Academy

Processor (CPU): Any Intel® Core™ i3, i5, i7, or Intel® Xeon®; Intel® Pentium® and Celeron® processors made after 2008 or newer and AMD Bulldozer or newer Ram: 4 GB (Minimum) Operating system: Window/Linux/macOS Resolution: HD 1280*720 or higher Input/Output: Microphone + Headphone or HeadSet (Ex: Generic Plantronics 3.5 mm. Jack based headset) Comp

79 Views 1 min

Layout and Command Buttons

Published May 25th, 2023 by B3Networks Academy

Layout: Call Command Buttons: Call Status: Connecting - b3works is establishing the call. Contact Name/Dialed Number: If the dialed number is saved in the Contacts, the saved contact name will appear on the screen. Otherwise, it will show the dialed number. Current Call Duration: Shows the duration of the ongoing call. Hold Button: Press to put the

90 Views 1 min

Answer an Incoming Call

Published May 25th, 2023 by B3Networks Academy

Upon logging in to the portal with Web Phone enabled, you are now able to start making and receiving calls. 1. Pick up a call When there is an incoming call, a window will pop up at the bottom right corner of your screen showing the caller number. Press: Green button to accept the call. Red button to reject the call. 2. Talking and ACW During the Ta

228 Views 2 min

Call Hold & Mute

Published May 25th, 2023 by B3Networks Academy

Call Hold / Retrieve Calls can be put on hold and retrieved at any time. On-hold music will be played to the caller during this period.In order to do so: Toggle the Hold icon to put a call on hold and to retrieve the call. Mute & Unmute When on phone, users can mute it temporarily so that the person on the other line cannot hear them.In order to

98 Views 1 min

Team Chat

Published May 25th, 2023 by B3Networks Academy

Introduction This feature allows you and your team to communicate and collaborate at the same moment. There are 2 types of Messages in Team Chat: Channel Direct Message Permission

87 Views 1 min

Team Chat - Channel

Published May 25th, 2023 by B3Networks Academy

Overview Channels are chat rooms: Users can name chat rooms based on anything, including a project, a topic, or a team. And users can make them public or private as well. There are 2 types of Channel: Public channels Permission: Everyone in the organization can join the channel. Purpose: For open discussions (e.g. company-wide announcements) Represe

176 Views 1 min

Team Chat - Direct Message

Published May 25th, 2023 by B3Networks Academy

Overview Direct message is a feature for one-on-one interaction.  It is great for keeping track of all users’ direct communication with teammates. Configuration 1. Send a Direct message Below channels, you will see Direct Messages section in the sidebar, followed by the names of every person invited to the organization.  Click on any name to send th

157 Views 1 min

Team Chat - Message Content

Published May 25th, 2023 by B3Networks Academy

Message Format Bold: *content* Highlight a word/sentence: `content` Insert a quote: ```content``` Edit/Delete a Message Click on the 3-dot icon > Edit/Delete the message. Note: These actions are only available within the first 30 minutes after sending a message.  

78 Views 1 min

Prerequisites & Provisioning

Published May 25th, 2023 by B3Networks Academy

Overview Developer Hub is a CPaaS feature that allows the Developers to create automated workflows by gathering resources and performing actions on a diverse set of services. Overview API Keys Webhooks Programmable Flow Prerequisites To use the Developer service, you will need the below licenses: Developer Base License Developer Concurrent Call Addo

256 Views 1 min

Check Project Information

Published May 25th, 2023 by B3Networks Academy

This tab displays all of the information related to the created Project, including: Field Description Project Name Named when creating the Project. Project UUID The Unique Identifier of the Project, utilize when checking History Logs. Subscription UUID The Unique Identifier of the Developer Base License that is assigned to this specific Project. Pro

142 Views 1 min

Manage Form

Published May 25th, 2023 by B3Networks Academy

This page allows you to create Note Templates that can be used multiple times in your Flows.Our system supports different customized fields as below: Option - an option in a select list Paragraph - a single-line text field. Decimal Number - Option to input number (support decimal numbers also) To create a Note template, follow the steps below: Go to

154 Views 1 min

Manage Programmable Flow

Published May 25th, 2023 by B3Networks Academy

Overview After you  create a Project , the next step is to create a new Flow for your account. Technically, the Flow is a set of actions that are triggered by an event and performed sequentially.  Therefore, to create a flow, you need to specify an event and the actions that follow it. Each flow has exactly one  event  - that initiates the flow, usu

306 Views 2 min

Event Definition

Published May 25th, 2023 by B3Networks Academy

Overview An Event is a trigger that will initiate the flow.  Triggers will carry some initial data that can be used as input for later  Actions  in the flow. Available Events Each type of  Project  will be allowed access to different sets of events. Voice Events: API - Incoming Call API - Outgoing Call Call Detail Updated Call Ended Incoming Call to

182 Views 1 min

Event - Call Detail Updated

Published May 25th, 2023 by B3Networks Academy

Call Detail Updated: Trigger the flow when Call details from other communication applications within this organization are available. Compatible with Project - Voice.

156 Views 1 min

Event - Incoming Call to Phone Numbers

Published May 25th, 2023 by B3Networks Academy

Incoming Call to Phone Numbers: Trigger the flow when there is an incoming call to the assigned numbers. Compatible with Project - Voice.

164 Views 1 min

Event - Trigger by other Flows (Subroutine)

Published May 25th, 2023 by B3Networks Academy

Overview This event is also known as a Subroutine which is a smaller flow for a particular task that is available for repeated use in the large flow. It allows users to create general actions that are reusable in different flows under their accounts. Similar to  Actions , subroutine also has Inputs and Outputs which must be declared in advance. A Su

192 Views 1 min

Event - API - General Purpose

Published May 25th, 2023 by B3Networks Academy

API - General Purpose: Receive API data from outside to execute the flow with the predefined information. Compatible with Project - Workflow

154 Views 1 min

Event - Automated Cron Trigger

Published May 25th, 2023 by B3Networks Academy

Automated Cron Trigger: Trigger the flow automatically with a Cron expression. Compatible with Project - Workflow Example: 0 0 12 * * ? : trigger at 12pm (noon) every day. 0 15 15 * * ? 2022 : trigger at 3:15pm every day during the year 2022. Note: Cron expression is a string consisting of six or seven subexpressions (fields) that describe individua

153 Views 1 min

Action Definition

Published May 25th, 2023 by B3Networks Academy

Overview Action is the executable unit of the flow, specifying what needs to be done at each step. An action requires inputs (outputs of the previous actions or of the initial  Event ) and will produce some particular outputs that can be used as an input for later actions in the flow. An action can use the outputs of previous actions in the same bra

141 Views 1 min

Configure an Action

Published May 25th, 2023 by B3Networks Academy

Once you successfully added an Action into the Flow, you will have the following options: Edit Output Replace Delete 1. Edit In order to edit an action, please follow the steps below: Select the action that you want to edit Click on the 3-dots icon, choose Edit Amend the parameters Update 2. Output This option allows you to expose the outputs of thi

171 Views 1 min

Action - Split Flow

Published May 25th, 2023 by B3Networks Academy

Introduction Split Flow: Determines which branch will be executed based on whether the input matches with the predefined condition. The input can be either user input or a variable acquired from the context. Conditions are formed using built-in operators, including: Contains Equals - Does Not Equal Exists - Does Not Exist You can have more than one

161 Views 1 min

Action - Transform

Published May 25th, 2023 by B3Networks Academy

You can use the Transform action to pivot your data into a new index. By transforming and summarizing your data, it becomes possible to visualize and analyze it in alternative ways. Here is the list of available transform actions: Generate Random UUID Get Current Timestamp Format Datetime Format Number to E164 Get Country Code Get Region Code Get Nu

181 Views 3 min

Action - Transfer to other Flows

Published May 25th, 2023 by B3Networks Academy

Introduction This action allows you to trigger a pre-created  Subroutine . REQUIRED INPUT Subroutine input: Input needed to be passed into this subroutine when triggered OUTPUT Subroutine output: Output of this subroutine that has been predefined in the subroutine flow. Type There are 2 types of Subroutine: 1. Handle ongoing transaction Active when

213 Views 1 min

Action - Custom Action

Published May 25th, 2023 by B3Networks Academy

Introduction Custom Action is mainly designed for developers. It is using the HTTP Method to perform the actions.  There are various HTTP request methods, and each one is assigned a specific purpose. HTTP Method CRUD operation GET Read POST Create PUT Update / Replace PATCH Update / Modify DELETE Delete Configuration In order to configure the custom

163 Views 1 min

Action - Record Voicemail

Published May 25th, 2023 by B3Networks Academy

Introduction Record Voicemail message. REQUIRED INPUTS Message to Play Language OUTPUT Call State Configuration In order to configure this action, follow the steps below: Click the (+) icon, choose to Record Voicemail action Configure input parameters: Message: Upload Audio File: MP3 file Maximum size of 5MB Text-to-speech: Message to Play Language

180 Views 1 min

Action - Play a Message

Published May 25th, 2023 by B3Networks Academy

Introduction Converts text to speech and plays it back. REQUIRED INPUTS Message to Play Language OUTPUT Call State Configuration In order to configure this action, follow the steps below: Click the (+) icon, choose to Play a Message Configure input parameters: Message: Upload Audio File: MP3 file Maximum size of 5MB Text-to-speech: Message to Play L

152 Views 1 min

Action - Hang Up

Published May 25th, 2023 by B3Networks Academy

Introduction Hangs up the current call. REQUIRED INPUTS Ongoing Call Transaction UUID Transaction UUID NO OUTPUT Configuration In order to configure this action, follow the steps below: Click the (+) icon, choose to Hang Up Add

136 Views 1 min

Action - Notify New Call

Published May 25th, 2023 by B3Networks Academy

Introduction This action is used for sending call notifications to the developer's Webhook endpoint. Usually used by developers. REQUIRED INPUTS Webhook Endpoint: Developer's Webbook endpoint to receive the incoming call notification. Incoming Number: Number receives the incoming call. Caller ID: Caller ID of the incoming call (usually is a phone nu

148 Views 1 min

Action - Gather SMS Input

Published May 25th, 2023 by B3Networks Academy

Introduction Gathers the input through customer's SMS response. REQUIRED INPUTS Recipient Sender Name Message Response Expiry Type Max Wait Time Expired At Acceptable Inputs (optional) Maximum Number of Retries OUTPUT User's Response (String) Note: The maximum wait time for response is 24 hours. If the customer responds within the allowed time with

156 Views 1 min

Action - Send SMS Message (legacy)

Published May 25th, 2023 by B3Networks Academy

Introduction This action is used for sending an SMS to the customers. REQUIRED INPUTS Destination Sender Name Message OUTPUT SMS Job ID Configuration In order to configure this action, follow the steps below: Click the (+) icon, choose to Send SMS Message action Configure input parameters: Destination Number Sender Name (can be either your purchased

164 Views 1 min

SMS Content

Published May 25th, 2023 by B3Networks Academy

The Number of Characters allowed in an SMS One SMS can have a maximum of 160 GSM-7 or 70 unicode characters. If there are more than these, a charge for multiple SMS will be applied, and at this point, one SMS will have a maximum of 153 GSM-7 or 67 unicode characters because of the overhead (the overhead is used for sending SMS information to vendors

200 Views 1 min

Activate SMS Sender ID Customization Service

Published May 25th, 2023 by B3Networks Academy

SMS Content One SMS can have a maximum of 160 GSM-7 or 70 unicode characters. If there are more than these, a charge for multiple SMS will be applied, and at this point, one SMS will have a maximum of 153 GSM-7 or 67 unicode characters because of the overhead (the overhead is used for sending SMS information to vendors, this is not required if you o

180 Views 1 min

Prerequisites

Published May 25th, 2023 by B3Networks Academy

To integrate CPaaS system and Microsoft Teams software, you will need to the following licenses. CPaaS Licenses Base License: Phone System License Add-on Licenses:  Microsoft Teams Operator Connect (used for MS Teams Call Service) Microsoft Teams Operator Connect Resource Account (used for MS Teams Auto Attendant & Call Queues) Note: the Add-on

112 Views 1 min

Integrated Instruction

Published May 25th, 2023 by B3Networks Academy

To integrate, you should follow the steps below: Provide your  Microsoft Tenant ID Assign Licenses to CPaaS users on the CPaaS portal Upload CPaaS numbers to the Microsoft Teams Admin portal Assign CPaaS numbers to your Microsoft users on the Microsoft Teams Admin portal Configure general settings for CPaaS users on the CPaaS portal Start using 1. P

133 Views 2 min

Swap a new DDI number for the existing User

Published May 25th, 2023 by B3Networks Academy

Due to some reasons, your agents need to use new numbers. In that cases, you can swap your agent's number for a new one. In order to do so, please follow the steps below: 1. Unassign the User from the current number on the Microsoft Teams Admin center Remove a phone number from the user To remove a phone number by using the Teams admin center: In th

122 Views 1 min

Swap a new user for the existing DDI number

Published May 25th, 2023 by B3Networks Academy

There are cases when your agents are left and replaced by newcomers. In that cases, you can assign the existing DDI Number to the new user without purchasing extra. In order to do so, please follow the steps below: 1. Add new user(s) and Assign licenses on the Microsoft 365 Admin CenterVisit this link for detailed instruction. 2. Create new user(s)

130 Views 1 min

FAQ - Frequently asked questions about CPaaS Microsoft Teams Operator Connect

Published May 25th, 2023 by B3Networks Academy

What is CPaaS Microsoft Teams Operator Connect? CPaaS Microsoft Teams Operator Connect is a CPaaS service that allows Microsoft Teams users to make and receive PSTN & Mobile calls to/from regular telephone numbers through the MS Teams application.  It also can work with other CPaaS modules such as DNC, Auto-attendant, Call recording, etc., to su

157 Views 2 min

MS Teams Call Queue

Published May 25th, 2023 by B3Networks Academy

Introduction: Call queue provides a method of routing callers to people within the organization who can help with a particular issue or question.  Calls are distributed one at a time to the people in the queue (who are known as agents). Key Features: Greeting message. Music while people are waiting on hold in a queue. Call routing - in First In, Fir

123 Views 1 min

MS Teams Call Transfer

Published May 25th, 2023 by B3Networks Academy

During an active call, users will have these options available: Transfer Now: Allows users to transfer the call blindly. Consult then Transfer: Using MS Teams Directory on desktop or mobile, users can either use the chatbox or do a warm transfer to converse with the transfer destination first. After which, the transferer can click on the Transfer bu

117 Views 1 min

MS Teams Delegation

Published May 25th, 2023 by B3Networks Academy

Introduction: MS Teams Delegation is mainly used in a Boss/Secretary use case. When a user is assigned as a Delegate, they can: Make calls on behalf of the people they support. When the Delegate makes a call on their behalf, the recipient will see the corresponding number/Caller ID of the “Boss”. Receive calls for/on behalf of the supported User. Th

122 Views 1 min

Change Agent's Status

Published May 25th, 2023 by B3Networks Academy

To change your status, please follow the steps below: Go tothe Home page Click on your current status Change it to one of the below options: Available Busy Away Offline

143 Views 1 min

Communication Hub: Call History

Published May 25th, 2023 by B3Networks Academy

Overview The Call History is a place where displays: Call Leg Transactions that are tied to the agents. Recording / Voicemail Files that are tied to their call leg transactions. It will provide: Basic details  - Call Directions (Incoming/Outgoing/Forwarding), Phone Numbers, Destination Numbers, Date & Time, etc. Advanced details  - Call Result,

124 Views 3 min

Pop-up Note on Devices - Desktop App

Published May 25th, 2023 by B3Networks Academy

Desktop App During the call, agents can add note(s) for the call according to the pre-defined  Popup Configuration . Windows Mac

158 Views 1 min

Pop-up for Web Phone and IP Phone devices

Published May 25th, 2023 by B3Networks Academy

During a call, agents can add notes for that call on a Pop-up. The pop-up will be hidden in the “View Popup” button and only appear when that button is clicked. This Pop-up can also be minimized to allow users to do other things while handling the call. The Pop-up is only available for users who receive the call after picking it up.  "Finish” button

107 Views 1 min

SIP Label

Published May 25th, 2023 by B3Networks Academy

To make it easier to identify SIP accounts among many, the admin can update the SIP label.

120 Views 1 min

Connect Yealink Phone to SIP

Published May 25th, 2023 by B3Networks Academy

Follow the steps below to connect Yealink Phone to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Go to SIP > Account to see the details. Connect the power and Internet cables to the Yealink Phone Connect to the webpage of the Yealink phone by entering the IP address of the phone into a

131 Views 1 min

Connect Fanvil Phone to SIP

Published May 25th, 2023 by B3Networks Academy

Follow the steps below to connect Fanvil Phone to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Go to SIP > Account to see the details. Connect the power and Internet cables to the Fanvil Phone   Connect to the webpage of the Fanvil phone by entering the IP address of the phone into a w

99 Views 1 min

Connect SNOM to SIP

Published May 25th, 2023 by B3Networks Academy

Follow the steps below to connect SNOM Phone to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Go to SIP > Account to see the details. Connect the power and Internet cables to the SNOM Phone Connect to the webpage of the SNOM phone by entering the IP address of the phone into a web brows

82 Views 1 min

Connect 3CX SoftPhone for Windows to SIP

Published May 25th, 2023 by B3Networks Academy

Follow these steps to set up your 3CX SoftPhone: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Go to SIP > Account to see the details. Download the 3CXPhone  h ere  and install it Click Create Profile on the popup window If you miss the popup window, click the menu button > Account Click

142 Views 1 min

Connect Zoiper for iPhone to SIP

Published May 25th, 2023 by B3Networks Academy

For details, check Zoiper instruction here.   Or follow the steps below to connect Zoiper for iPhone to SIP: 1. Ensure that you have SlP username and password of the SIP subscriptionLogin to your account > Go to SIP > Account to see the details.   2. Download Zoiper app from App Store3. Allow it to push notifications if you want to receive inc

83 Views 1 min

Connect Ericsson Phone to SIP

Published May 25th, 2023 by B3Networks Academy

Follow the steps below to connect Yealink Phone to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Go to SIP > Account to see the details.   Connect the power and Internet cables to the Ericsson Phone Connect to the webpage of the Ericsson phone by entering the IP address + 8000 of the ph

80 Views 1 min

Connect VOPTech to SIP

Published May 25th, 2023 by B3Networks Academy

Follow the steps below to connect VOPTech to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Go to SIP > Account to see the details.  Connect the power and Internet cables to the VOPTech Phone Connect to the webpage of the VOPTech phone by entering the IP address of the phone into a web b

69 Views 1 min

Connect X-lite for Windows to SIP

Published May 25th, 2023 by B3Networks Academy

Follow the steps below to connect X-lite SoftPhone to SIP: Basic configuration Ensure that you have the SlP username and password of the SIP subscriptionLogin to your account > Go to SIP > Account to see the details. Go to http://www.counterpath.com/x-lite.html and download X-Lite. Install X-lite following the install guide of counterpath Laun

136 Views 1 min

Connect Polycom Stand Point to SIP

Published May 25th, 2023 by B3Networks Academy

Follow the steps below to connect Polycom Stand Point to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Go to SIP > Account to see the details. Connect the power and Internet cables to the Polycom Stand Point Phone Connect to the webpage of the phone by entering the IP address of the pho

103 Views 1 min

Precautionary Suspension or Call Restriction of VOIP Service Due to Security Compromise

Published May 25th, 2023 by B3Networks Academy

What is a Precautionary Suspension/Restriction? We are committed to maintaining the highest standard of security to reduce the risk of credit fraud through your VoIP service. If we detect suspicious behavior on your SIP account we will suspend the service, and send you an e-mail as soon as possible to notify you of the possible security compromise a

102 Views 2 min

MS Teams Voicemail

Published May 25th, 2023 by B3Networks Academy

Configure voicemail settings By default, Teams will play your voicemail greeting and allow the caller to record a message. You will have the options below: Let the caller record a message. Let the caller record a message or be transferred to someone else. End the call without playing your greeting. Play your greeting and end the call. Transfer the c

132 Views 1 min

Bring Your Own Stripe (BYOI)

Published May 29th, 2023 by B3Networks Academy

If you prefer to use your Stripe account to collect online payment to that of B3networks, this article will help you. Process Set up your Stripe account. Submit a request to support@b3networks.com and get the approval Invite B3networks to your Stripe account We would schedule a deployment. After the migration, your customers can start transacting vi

84 Views 1 min

3-way Conference Call

Published May 27th, 2023 by B3Networks Academy

Overview 3-Way Conference Call feature lets users talk with 2 different participants at the same time while using b3works app. In order to make a 3-way conference call, please follow the steps below: Step 1 Call the first phone number. Wait for the person to answer. Click on Options > choose Add Participant     Step 2 Call the second person. Ther

109 Views 1 min

Submit Diagnostic Report

Published May 27th, 2023 by B3Networks Academy

When you encounter an issue with the Desktop app, users can submit a Diagnostic report for the Technical team to investigate further. Mac In order to do so, please follow the steps below: Go to your b3works app, and click the b3works tab on the top left corner. Choose Preferences Select: Submit Log  - To send a Diagnostic report to the Technical tea

120 Views 1 min

Overview

Published May 27th, 2023 by B3Networks Academy

The Overview tab provides the basic information of the Auto Attendant Flow as well as the ability to rename the call flow, copy the Attendant UUID, and Subscription UUID. Name It is the name of the Auto Attendant Flow. You can rename an Auto Attendant Flow by clicking the pencil icon. The maximum character limit is 100 characters. system will displa

136 Views 1 min

Set Up Working Hours

Published May 27th, 2023 by B3Networks Academy

To set up Work Time, follow the steps below: Go to Auto Attendant  Chose the flow that you want to set up Go to Working Hours Select the Time Zone for your organization Default time zone is the organizational time zone set while creating an organization. Set up your working hours  Save Notes: Working hours must be set accordingly. The system will de

210 Views 1 min

Test and Deploy a Workflow

Published May 27th, 2023 by B3Networks Academy

Test a workflow: After finishing creating/editing the flow, the Owner/Admins can make a call to test the new flow before deployment. Number: the number will receive a test call from the system Rule type: the workflow you want to test Caller ID: the Auto-Attendant number Deploy/Launch the flow: Once ready, the Owner/Admins can launch/deploy the new v

173 Views 1 min

Workflow Command: Gather Input

Published May 27th, 2023 by B3Networks Academy

Basic settings In the Gather Input command, users are allowed to add a greeting message to gather callers' input.  For example: Press 1 for Sales Press 2 for Support Etc. In order to set up, please flow the steps below: Step 1: Create Gather Input > Set up IVR message Set IVR Message: Type your message (TTS - Text to Speech): The message is curre

276 Views 1 min

Workflow Command: Transfer Call

Published May 28th, 2023 by B3Networks Academy

 Transfer Call In this command, users are allowed to transfer the incoming calls from their Auto Attendant number(s) to: Phone Number Extension: Extension Extension Group Call Center queue(s)    1. Phone Number Configuration: Select Country code by selecting country flag Key in the phone numbers  (e.g: 61111111)  Press Enter Save   2. Extensions Tra

360 Views 1 min

Workflow Command: Record call and notify

Published May 28th, 2023 by B3Networks Academy

In this section, you are allowed to set: Missed call notification via Email Missed call notification via SMS  (only available if you have an SMS addon license) Missed call notification via Webhook Voicemail Missed call Notification via Email Key in the Email Address received the Notification.     Missed call Notification via SMS This allows sending

161 Views 1 min

Workflow Command: Forward To

Published May 28th, 2023 by B3Networks Academy

In this section, users are allowed to redirect the incoming call to the previous block if numbers in the current block miss the call. Follow the steps below to configure the Forward to command: Choose a particular block to set up  Click Next step, choose Forward to option Configure the command: Mark as missed call after - How long the call will be c

137 Views 1 min

Check Call History

Published May 28th, 2023 by B3Networks Academy

All incoming calls received through the Auto-attendant will be recorded in the Call History tab with complete details and can be exported if required.  To check the History, please follow the steps below: Go to the Communication Hub Select the Call History tab Choose View - Everyone Expand to see more details Call History can be retrieved for up to

127 Views 1 min

Update Assigned Number & Addons of an Auto Attendant Flow

Published May 28th, 2023 by B3Networks Academy

To update the assigned Number and Addons of a particular Auto Attendant Flow, please follow the steps below:  Go to Auto Attendant > Overview  Copy the Subscription UUID  Go to Manage Organization > Licenses  Click on the Manage icon next to Auto Attendant Paste the Subscription UUID in the Search bar  Click on the pencil icon to Edit  Click o

175 Views 1 min

Prerequisites

Published May 28th, 2023 by B3Networks Academy

To integrate CPaaS system and Microsoft Teams software, you will need to the following licenses. CPaaS Licenses Base License: Phone System License Add-on Licenses: Number License Microsoft Teams Direct Routing (used for MS Teams Call Service) Microsoft Teams Direct Routing Resource Account (used for MS Teams Auto Attendant & Call Queues)  Micros

181 Views 1 min

Integrated Instruction - Semi Automation

Published May 28th, 2023 by B3Networks Academy

To integrate, you should follow the steps below: Provision CPaaS Phone System Licenses and assign them to Users Enable Microsoft Teams on the CPaaS portal Verify SBC/FQDN domain Assign CPaaS Addon License to Users Provision CPaaS numbers to your Microsoft Link MS Teams users with proper CPaaS extensions Run Powershell + Execute the configuration (ou

192 Views 4 min

Integrated Instruction - Full Manual

Published May 28th, 2023 by B3Networks Academy

To integrate, you should follow the steps below: Provide us with your FQDN and SSL information Complete the DNS setting (outside the CPaaS portal) Provision CPaaS Phone System Licenses and assign them to Users Enable Microsoft Teams on the CPaaS portal Verify SBC/FQDN domain Assign CPaaS Addon License to Users Provision CPaaS numbers to your Microso

176 Views 5 min

Swap a new user for the existing DDI number

Published May 28th, 2023 by B3Networks Academy

There are cases when your agents are left and replaced by newcomers. In that cases, you can assign the existing DDI Number to the new user without purchasing extra. In order to do so, please follow the steps below: 1. Add new user(s) and Assign licenses on the Microsoft 365 Admin Center Visit this link for detailed instruction. 2. Create new user(s)

133 Views 1 min

Swap a new DDI number for the existing User

Published May 28th, 2023 by B3Networks Academy

There are cases when you want to change a different number for your agents. In that cases, you can swap your agent's number for a new one. In order to do so, please follow the steps below: 1. Swap a new number for User on the CPaaS Portal You need to un-assign the current number and assign a new number for User: Go to Manage Organization, choose the

112 Views 1 min

MS Teams Call Forwarding

Published May 28th, 2023 by B3Networks Academy

This feature allows you to forward the incoming calls to one of the following options: Voicemail New number or contact My Delegates Call Group Click HERE for detailed instruction.  

78 Views 1 min

MS Teams Call Transfer

Published May 28th, 2023 by B3Networks Academy

During an active call, users will have these options available: Transfer Now: Allows users to transfer the call blindly. Consult then Transfer: Using MS Teams Directory on desktop or mobile, users can either use the chatbox or do a warm transfer to converse with the transfer destination first. After which, the transferer can click on the Transfer bu

100 Views 1 min

MS Teams Delegation

Published May 28th, 2023 by B3Networks Academy

Introduction: MS Teams Delegation is mainly used in a Boss/Secretary use case. When a user is assigned as a Delegate, they can: Make calls on behalf of the people they support. When the Delegate makes a call on their behalf, the recipient will see the corresponding number/Caller ID of the “Boss”. Receive calls for/on behalf of the supported User. Th

116 Views 1 min

MS Teams Call Queue

Published May 28th, 2023 by B3Networks Academy

Introduction: Call queue provides a method of routing callers to people within the organization who can help with a particular issue or question. Calls are distributed one at a time to the people in the queue (who are known as agents). Key Features: Greeting message. Music while people are waiting on hold in a queue. Call routing - in First In, Firs

102 Views 1 min

MS Teams Auto-Attendant

Published May 28th, 2023 by B3Networks Academy

Introduction: Auto-attendant is an IVR service that allows users to set up menu options to route the calls based on caller inputs.It provides a series of choices that guide callers to their desired destination quickly, without relying on a human operator to handle incoming calls. Key Features: Key features: Greeting message. Play Menu options. Set u

93 Views 1 min

MS Teams Call Park and Retrieve

Published May 28th, 2023 by B3Networks Academy

Introduction: Call park and retrieve is a feature that lets a user place a call on hold. When a call is parked, the service generates a unique code for call retrieval. The user who parked the call or someone else can then use that code with a supported app or device to retrieve the call. Common Scenarios: A receptionist parks a call for someone work

152 Views 1 min

Checklist

Published May 28th, 2023 by B3Networks Academy

Below are the steps to configure and manage your Contact Center: Prerequisites: Assign License General Settings: Default Inbound and Outbound Rules Busy Remarks Inbox Management: General Inbox > Overview Agent Management Popup Configuration Announcement Message Call in Queue Ended Max Inbox Size Max Wait Time Communication Hub: Users List Active

136 Views 1 min

General Settings: Busy Remarks

Published May 28th, 2023 by B3Networks Academy

This section allows you to define the Busy remark for Call Center Agents.  By default, the system will have two main breaks - Toilet and Lunch breaks. You can add more remarks in this setting. These remarks will appear on  Activity Logs . Note: New remarks can be a maximum of 30 characters.  You can create u pto 10 remarks   

218 Views 1 min

Communication Hub: Agents - Performance

Published May 29th, 2023 by B3Networks Academy

1. Overview Supervisors/Admins of the organization can access the Performance page through Communication Hub to overview and extract the relevant information for user performance.  To access the User Performance page: Go to Communication Hub Click on the Agents tab Click on Performance  Change Date Range Change the Date range filter as below: Today

453 Views 5 min

Communication Hub: Calls - Callback Request

Published May 29th, 2023 by B3Networks Academy

Overview All the callback requests from your customers will be displayed in this tab. Name Description  TXN UUID Transaction UUID of the callback call Incoming TXN UUID Transaction UUID of the original customer's call  Incoming Caller ID Customer's number Contact Number The number that the customer has left for a callback request Queue The queue han

137 Views 1 min

Communication Hub: Calls - Completed Calls

Published May 29th, 2023 by B3Networks Academy

Overview The Completed Calls tab contains detailed data for each interaction and call-related activity that takes place in your Inbound Contact Center. Configuration To access Completed Calls: Go to Communication Hub Select Calls tab Choose Completed Calls Types of Completed Calls There are 2 type of completed calls: 1. Incoming Call This tab shows

163 Views 1 min

Communication Hub: Forms

Published May 29th, 2023 by B3Networks Academy

This page keeps a report of all the responses of the agents based on the form templates that your queues have utilized. Go to Communication Hub > Forms At the main page: Users can filter forms by: Popup (default) Survey Programmable Flow Users can search forms by: Template UUID Template Name  Click on the eye icon to view the form template Click

215 Views 1 min

Form Template

Published May 29th, 2023 by B3Networks Academy

In the Form Template, you can configure multiple options for customers to answer, which will be recorded in the  Form  details. In order to create a Form Template, follow the steps below: Go to Phone System > view: System Go to Form Template Support filter by: Popup (default) Survey Support search by: Template UUID Template Name Click on the Crea

220 Views 1 min

Introduction

Published May 29th, 2023 by B3Networks Academy

Overview Dashboard is a visual reporting tool that uses powerful analytics features to help you monitor your Organization's Calls data, such as key metrics, call types, etc. It allows you to gain actionable insights to make the right decisions.  Note: The dashboard refresh rate is 10 seconds.   Accessibility Admins within the Organization who have b

115 Views 1 min

Access Control

Published May 29th, 2023 by B3Networks Academy

This page is for Owner/granted Admins to grant permissions to Members. Possible actions include: Create new Boards View all created Boards Edit all created Boards Remove all created Boards The Owner/granted Admins can either give a View Only access to the members, or they can allow the members to View & Manage the Dashboard as well. There are tw

161 Views 1 min

Cast the Dashboards to a public TV

Published May 29th, 2023 by B3Networks Academy

Cast the Dashboards to a public TV You can cast your Dashboard with chosen widgets to a public TV by following these steps: On TV, open a web browser Enter the URL with the following information: https://<domain>/tv/ You will see an OTP on your TV Open the Dashboard on the portal Click on the TV icon > choose the dashboards to cast (up to 5

143 Views 1 min

Robocall Campaign

Published May 29th, 2023 by B3Networks Academy

What is Robocall? A robocall is a call that is sent out by a robocall service in bulk rather than manually dialing a list of phone numbers one by one. It helps agents to reduce call activity with automated telephone solutions without having to talk directly to the customers. Quickly inform your entire contact list by recording a personalized message

196 Views 2 min

Activate SMS Sender ID Customization Service

Published May 29th, 2023 by B3Networks Academy

The SMS Rebranding service allows you to use a customized Sender Name as Sender ID when sending out an SMS from our system. Because of telecommunication regulations, we are required to ensure accountability for the SMS re-branding service. Hence, in order to activate this service, we will need the following documents for verification: For individual

141 Views 1 min

SMS History

Published May 29th, 2023 by B3Networks Academy

SMS History is the page that presents the SMS API Transactions of the account. Access Control SMS History tab will be displayed according to these access rules: Owners:  Always visible Admins who have permissions to: Auto Attendant Developer Auto Attendant + developer Members who are assigned: Auto Attendant - Access Control: Edit or/and Deploy Deve

288 Views 1 min

Call Recording

Published May 29th, 2023 by B3Networks Academy

Download a Call Recording File Go to File Explorer > Select time range  Select All orChose a Folder or Go to Folder > Select Recording File  Click the Download Icon Delete a Call Recording File Go to File Explorer > Select time range  Select All orChose a Folder or Go to Folder > Select Recording File  Click the Delete Icon To confirm yo

174 Views 1 min

Account Types (Owner, Admin and Member)

Published May 29th, 2023 by B3Networks Academy

Both the Owner and Admin can view the Manager interface. The only difference between an Owner and an Admin is that there must be a single company owner at all times but there may be zero or more members with the Admin role. The Owner role is automatically granted to the user who has created the company account. This role may be transferred to anothe

161 Views 1 min

Transactions

Published May 29th, 2023 by B3Networks Academy

You can see the latest 100 transactions (e.g top-up, purchase subscriptions,...) and the daily closing balance of your master account. In order to check it, please follow the steps below: Click on the Profile icon > choose Manage Organization. Select Transactions tab Choose for more details: Seller Last 100 transactions Balance movement Export da

90 Views 1 min

Introduction

Published May 29th, 2023 by B3Networks Academy

Access Control application allows the Operation team to decide who is granted access to which platform app within the Organization. For example, you have different people in-charge of a specific department. The Ops Management team can just give them access to the applications they would need to use. Video Introduction

107 Views 1 min

Grant members access to Platform Applications

Published May 29th, 2023 by B3Networks Academy

This app allows the Telecom Operator’s management to decide who is granted access to which platform app within the Organization. Owner Account / Assigned Admin Accounts can grant member(s) access to all admin apps on the B3networks Platform. Note: All platform apps are granted to Owner Account by default and cannot be changed.   There are 2 methods

366 Views 1 min

Customize your portal

Published May 29th, 2023 by B3Networks Academy

If you want to modify any part of your portal such as Title, Logo, Icon, and background color, please follow these steps below: Log into your B3 account  Go to Portal Settings app Select Theme Edit and preview Save changes Limitation: Favicon: .ico; size 16x16, 32x32 Logo: max-height: 48px; max-width: 300px  

129 Views 1 min

How to set discount for customers?

Published May 29th, 2023 by B3Networks Academy

Introduction: If you want to give your customer a discount (special pricing), please go to the Discount app. You are able to set up a discount to micro-level: Customer level: each customer can have a different discount rate Product level: supports SKU level. Product: app, number, usage, hardware, or service Plan: one or multiple plans of a product C

86 Views 1 min

How to set discount for reseller?

Published May 29th, 2023 by B3Networks Academy

Introduction: If you want to give your customer a discount (special pricing), please go to the Discount app. You are able to set up a discount to micro-level: Reseller level: each reseller can have a different discount rate Product level: supports SKU level. Product: app, number, usage, hardware, or service Plan: one or multiple plans of a product C

87 Views 1 min

Introduction

Published May 29th, 2023 by B3Networks Academy

Finance application is mainly used by the Billing and Finance Team. It facilitates the management of business processes that deal with money.  Video Introduction

101 Views 1 min

Payment Management

Published May 29th, 2023 by B3Networks Academy

At Finance App, choose tab Payment The tab allows you to:  Record payment that you receive from customers. Assign the payment to a customer and allocate it to invoices. Top-up payment to customers' accounts. View, edit and delete a payment. 1. Add new payment In order to add a new payment, please follow the step below: Go to the Finance app Choose P

189 Views 1 min

Credit Notes

Published May 29th, 2023 by B3Networks Academy

A credit note is very similar to a sales invoice or bill, except it reduces the amount owed by a customer to you, or that you owe to a supplier. It's raised against a customer or supplier and remains as an awaiting payment until it has been fully applied to an invoice or bill.  A credit note is issued in various situations to correct a mistake: An i

212 Views 1 min

Withdrawals

Published May 29th, 2023 by B3Networks Academy

The Withdrawals tab would help the partner to: Take back credits from the customers Withdraw credits for the customer for some reasons: The customer does not need to use services anymore. Withdraw commission In order to withdraw, please follow the step below: Go to the Finance app Choose Withdrawals tab Click + New Withdrawal Fill in the necessary i

124 Views 1 min

Reports - Handle aged receivables

Published May 29th, 2023 by B3Networks Academy

Accounts Receivable Aging Report The report, or table, depicting accounts receivable aging provides details of specific receivables based on age. The specific receivables are aggregated at the bottom of the table to display the total receivables of a company, based on the number of days the invoice is past due.  Go to the Finance app Select Reports 

144 Views 1 min

Organization Management: Configure customer Payment settings

Published May 29th, 2023 by B3Networks Academy

Payment settings include: Configure the payment method of the customer The amount of the auto top-up invoice The threshold to trigger a top-up invoice Enable/Disable trigger auto top-up In order to configure it, please follow the step below: Go to the Finance app Choose the Organization Management tab Click the Clock icon Adjust the settings: Paymen

114 Views 1 min

Organization Management: Credit Limit

Published May 29th, 2023 by B3Networks Academy

In case your customer is running out of credit and cannot arrange the payment in time, you can set the credit limit for them.  For PREPAID account Credit limit enables the account to work when the credit balance goes negative. When you receive the payment, please add the payment in to clear the debt. Credit limit can be temporary or permanent. Credi

258 Views 1 min

Organization Management: Update payment mode (Prepaid - Postpaid)

Published May 29th, 2023 by B3Networks Academy

Our system supports 2 Payment modes: Prepaid Postpaid   Prepaid Postpaid Definition The scheme in which the customers buy credit in advance before availing services The scheme in which the customers are billed at the end of the month for the services availed by them. Pay Upfront One time per month by the invoice(s). Charge On a real-time basis On a

206 Views 1 min

Remind customers of Unpaid Invoices

Published May 29th, 2023 by B3Networks Academy

Reminders Note: Invoices here refer to POSTPAID invoices.   You can schedule to send out alerts automatically to remind your customers of their pending payments. Specifically, you are allowed to:  Create as many templates as you want. Configure past due days, content differently. View, edit and delete existing templates. Reminder Template Besides th

91 Views 1 min

Checklist: How to create a Contract?

Published May 29th, 2023 by B3Networks Academy

Below are the steps to create a Contract: Create a main contract  Set up billing plan for the main contract and mark it READY  Request a sub-contract to bargain for competitive cost and wait for it to be approved/rejected (Optional) Mark the main contract READY Provision a contract

195 Views 1 min

Terminate a Subscription that is tied to a Contract

Published May 29th, 2023 by B3Networks Academy

When you terminate a subscription within a contract, you can buy another one to replace it. Depending on the billing plan that you are using, you will be given a refund. As incurred  (The subscription is charged whenever you purchase.) Terminated subscription is refunded followed the refund policy: Within 14 days from the purchase date, the subscrip

118 Views 1 min

What is Edge Server used for?

Published May 29th, 2023 by B3Networks Academy

119 Views 1 min

Settings - Codec

Published May 29th, 2023 by B3Networks Academy

Codecs are standards that encode and decode sound into data streams for transmission in the internet environment.  Codecs convert audio voice signals into a digitally compressed form for transmission over the internet. When the signal reaches a destination on the network, the codec converts to an uncompressed audio signal for playback. That is what

185 Views 1 min

Settings - Translation

Published May 29th, 2023 by B3Networks Academy

Introduction The translation rule replaces a sub string of the input number if the number matches the match pattern. The regex engine is used to check for a match based on the match pattern.In other words, this translation rule is to convert the prefix of number as your requirement.Translation rule is applicable to both types of trunks: Inbound and

184 Views 1 min

Interconnection Trunk

Published May 29th, 2023 by B3Networks Academy

Introduction Interconnection Trunk is the trunk group used to connect one or multiple carriers’ networks with B3networks's network for the purposes of exchanging Telecommunications traffic. Edge Server is designed to be reliable and flexible. It allows the system admin to add/remove/update attributes of the interconnection on the fly, which means th

163 Views 1 min

Routing

Published May 29th, 2023 by B3Networks Academy

Introduction The Edge provides a routing engine that selects an outgoing interconnect (outbound trunk) for a call based on a set of user-defined routing criteria.  Edge can handle various call processing functions such as route the call to 2 peers based on percentage load routing, block calls by number.  Features Here is the list of different routin

151 Views 1 min

Netcap

Published May 29th, 2023 by B3Networks Academy

Introduction Netcap is a tool that helps you to capture live network traffic travelling over your network for monitoring and logging. It provides you PCAP files containing the data used to determine network status and attend to problems that may have occurred on the network. Only 1 request of network capturing is allowed as the same time for per nod

207 Views 1 min

Call Detail Record (CDR)

Published May 29th, 2023 by B3Networks Academy

Introduction CDR stands for Call Detail Record. It is a metadata containing the detailed information about the call session produced by Edge. A CDR has various data of each leg of calls, and typically includes:  When the call took place - How long the call lasted - Who called to whom - and many more.  Edge CDR Metadata Attribute Description correlat

100 Views 1 min

Edit the linkages

Published May 29th, 2023 by B3Networks Academy

Linkages between supernodes will be managed (created or removed) by B3.

69 Views 1 min

General information related to payment

Published May 29th, 2023 by B3Networks Academy

Type of Users: Prepaid Postpaid Instruction to switch the payment mode Methods to pay an invoice: Add and allocate a payment in the Finance app User pay online from their portal Refund: Click Here

98 Views 1 min

The introduction of P2P

Published May 29th, 2023 by B3Networks Academy

What is P2P? P2P essentially means Peer to Peer/ Person to Person. It’s the back end system designed to support a direct interaction between the partners and the customers. Previously B3 governed all parties by the wallet design: All the points in the wallet are with respect to B3 All actions between the customers and the partners will need to go th

101 Views 1 min

The flow of credit in P2P transactions

Published May 29th, 2023 by B3Networks Academy

Introduction of P2P framework P2P essentially means Peer to Peer/ Person to Person. It’s the back-end system designed to support a direct interaction between the partners and the customers. All transactions will be between 2 parties only: B3 to  Partner Partner  to Customer Example: Action Amount  Partner Balance (A) Customer Balance - Liability (B)

197 Views 1 min

Introduction

Published May 29th, 2023 by B3Networks Academy

The management team can access the Admin Audit app in order to audit all actions that have taken place within their portal. Video Introduction

94 Views 1 min

Admin Audit

Published May 29th, 2023 by B3Networks Academy

The App allows you to audit all actions taken place within your portal.To check it, please follow the steps below: Log in to your Admin account -> Go to Admin audit app Filter Select Time Range Filter: By App: Portal: Actions done from the Portal either by partner's account or partner customers' account. Others: Actions done from the Admin Apps (

137 Views 1 min

What is Customer app used for?

Published May 29th, 2023 by B3Networks Academy

A customer is a tool for you to manage all the sub-accounts and see general information without having to log in to each of them. Here are three ways customers will improve your customer management experience and enable you to connect to more customers:  Gather all your customer accounts in one place  Provide you with an overview of the credits, sub

105 Views 1 min

Do a search in Customer app

Published May 29th, 2023 by B3Networks Academy

You can search for an organization (account) via its:  Customer Account Name Customer Account UUID Registered Phone Number Registered Email Purchased Number SIP username (if customers subscribe to a SIP app) Wallet UUID Subscription UUID

127 Views 1 min

Navigate to a section

Published May 29th, 2023 by B3Networks Academy

There are 2 ways to navigate to a section in a customer account: 1. View: Click View > Choose an item:  2. Shortcut: Click the [...] next to View and select an item:

97 Views 1 min

Update member info

Published May 29th, 2023 by B3Networks Academy

Go to Customer app > View the organization > Members Click the eye icon Click Change >Fill in new info > Save

75 Views 1 min

Manage payment matters of an account (prepaid account)

Published May 29th, 2023 by B3Networks Academy

If you are referring to payment of a Postpaid account, click  here .   Want to learn the difference between prepaid and postpaid? Click  here .   Go to Customer App > find the customer account > View > Payment: 1. Credits: Note: Red Number = negative amount (e.g: -1) Green Number = positive amount (e.g: 1)   You are able to:  See how many c

230 Views 1 min

Manage payment matters of an account (postpaid account)

Published May 29th, 2023 by B3Networks Academy

If you are referring to payment of a Prepaid account, click  here .   Want to learn the difference between prepaid and postpaid? Click  here .   Go to Customer App > find the customer account > View > Payment: 1. Credits: Note: Red Number = negative amount (e.g: -1) Green Number = positive amount (e.g: 1)   You are able to see how much they

264 Views 1 min

Purchase a subscription for a customer account

Published May 29th, 2023 by B3Networks Academy

Note: Before getting started, please make sure that the pricing is set up correctly in your Product app .   Process Please follow these steps to purchase a license for the respective app/product: Simply choose Purchase after you View an account: Choose a subscription, service, or hardware that you want to buy for your customer Choose Payment Method:

283 Views 1 min

Manage the active subscriptions

Published May 29th, 2023 by B3Networks Academy

Go to Customer app > View the customer account > Subscriptions > Click the eye icon on the subscription: 1. Change ownership Click the 2-way arrow to change. You will be required to key in the new owner's OrgUUID. **Notes: This feature is not available for trial subscriptions. Once the subscription is transferred, all the current settings w

329 Views 1 min

Manage the expired subscriptions

Published May 29th, 2023 by B3Networks Academy

When you log in to your account and cannot find a subscription, it might have expired.  Within 28 days since the expiry date: the subscription can be found at EXPIRED status and can be REACTIVATED From the 29th day, the expired subscription will be gone and CANNOT be recovered anymore. See How expired and terminated subscriptions differ from each ot

177 Views 1 min

Export Subscriptions

Published May 29th, 2023 by B3Networks Academy

You can export the purchased subscriptions for the account updated until the current date in a CSV file, including the SKU name (primary and add-on).To export, follow the steps below: Go to Customer App >Find the customer account Go to Subscriptions >Click on Export

84 Views 1 min

Manage Licenses

Published May 29th, 2023 by B3Networks Academy

Overview For the accounts that chose their Pricing model as License Model, there is a specific tab to help you manage your customers' configuration - the Licenses tab. Licenses - Information You will see the following details in the Licenses - Information tab: Name of the License Type: Base licenses  - There are only 4 main base licenses: Auto Atten

231 Views 2 min

Manage IP Phone

Published May 29th, 2023 by B3Networks Academy

For the accounts that chose their Pricing model as License Model, there is a specific tab to help you manage your customers' IP Phones. Note This page is used for managing the IP Phone models that we support auto-provisioning only.   Supported Brands Manufacturer Model Yealink T42S   T48S   T56A   T58   T41P   T40P   T31P   T31G   W52P   CP920   T21

136 Views 1 min

My customer asks for a refund, can I do that?

Published May 29th, 2023 by B3Networks Academy

Yes, you can. Just pay attention to the following: Refund can be done from your end by using Customer app. Refund is only available when you terminate a subscription: Within 14 days since the purchase date, the refund is full. After 14 days, the subscription fee for that month is not refundable. For example, you have a Yearly SIP subscription, purch

205 Views 1 min

View transactions of customer accounts

Published May 29th, 2023 by B3Networks Academy

You can see transactions including subscription activation, credits top-up, or calls of your customers at the account overview page.  Note: Transactions made under the external invoice (invoice number is manually keyed in when they are purchased) are not recorded.   You can choose either to view recent transactions or investigate the transaction mad

90 Views 1 min

Number activation fee

Published May 29th, 2023 by B3Networks Academy

Background: Users will be charged an activation fee if they purchase new number(s). Different numbers have different activation fees. Applied to: All B3Networks numbers. Ported in numbers. Scenarios: Purchase new subscriptions with DIDs. Reactivate terminated subscriptions is considered as purchasing new subscriptions. Purchase extra DIDs for an exi

250 Views 1 min

Customer account with Demo flag

Published May 29th, 2023 by B3Networks Academy

Demo account is used to serve all the demo use cases so that you or your customers can use this type of account for testing purposes. All subscriptions will be given free to accounts with the Demo flag (cost = price = 0). However, number, number activation fee, and usage are charged normally based on the sales model. For now, we are supporting this

93 Views 1 min

Clear billed amount for postpaid account

Published May 29th, 2023 by B3Networks Academy

For partners using our billing system By default, the system will automatically add payments for the awaiting-payment invoices that enable auto-allocation. However, for those invoices that disable this feature, you will have to manually assign payments to them in order to mark them as paid and clear debt for your customer account. Check  this link  

100 Views 1 min

Delete - Suspend a customer account

Published May 29th, 2023 by B3Networks Academy

Note: In order to delete a customer account, make sure you have withdrawn all their credits/cleared all their debts. Otherwise, the account cannot be deleted.   Delete an account: Go to Customer app > Find your customer organization > click View Go to Settings >Click Delete to permanently delete the organization. Choose [Yes, I'm sure] to p

167 Views 1 min

What is Invoice App used for?

Published May 29th, 2023 by B3Networks Academy

Our Invoice app with a simple interface, integrated automation, and PDF invoice generation is designed with your convenience in mind. You now can manage the commercial documents including receipts or tax invoices. Besides, there are many tools for you to create professional and customized email invoices for your customers. This app will allow you to

201 Views 1 min

Types of invoices

Published May 29th, 2023 by B3Networks Academy

There are 3 types of invoices in the system: Top up invoice Proforma invoice Tax invoice

178 Views 1 min

Quotation

Published May 29th, 2023 by B3Networks Academy

A quotation is a formal statement setting out the estimated cost for a particular job or service. It can be found under Invoice app. Create a Quote In order to create a quotation, please follow the steps below: Go to the Invoice app Select Quote tab Click + Create Quote Fill in the required information: Name Recipients Products Note (optional) e.g:

172 Views 1 min

Topup Invoice

Published May 29th, 2023 by B3Networks Academy

1. What is a Topup invoice? This is the invoice that you issue to your customer to top up their balance. 2. How to handle a Topup invoice? Create a Topup invoice In order to create a Topup invoice, please follow the steps below: Go to the Invoice app Select Invoices tab Click + Create Invoice Choose Topup Fill in the necessary information: Name Bill

248 Views 1 min

Tax Invoice

Published May 29th, 2023 by B3Networks Academy

1. What is a Tax invoice? An invoice provisioned with the services belong to it is a tax invoice. 2. How to handle a Tax invoice? 2.1 Create a tax invoice Every invoice (top-up, proforma) after being provisioned becomes a tax invoice. 2.2. Void a tax invoice The tax invoice cannot be voided as it is considered as revenue once it is issued.

173 Views 1 min

Negative Invoice

Published May 29th, 2023 by B3Networks Academy

Usually, the amount of a monthly tax invoice is positive. In case the user is refunded and the total refund amount is larger than the total usage amount, the final amount is negative. A negative invoice will still use: the title as  Tax Invoice the number range as of monthly tax invoice the general format of monthly tax invoice NOTE section of a cre

100 Views 1 min

Configure invoice number

Published May 29th, 2023 by B3Networks Academy

Go to  Portal Settings > Invoice > Invoice number: An invoice number is a unique, sequential number assigned to each invoice. When used properly, invoice numbers make it easy to keep track of payments due.Different people like to order their invoices in different ways, and accounting records typically reflect this fact. There are just two rule

110 Views 1 min

Payments

Published May 29th, 2023 by B3Networks Academy

After a payment is added to an invoice, it is automatically synced to the Payment tab. This tab is to let you know which payment is used for which invoice.

147 Views 1 min

BYOI Management - Available

Published May 29th, 2023 by B3Networks Academy

Overview In the Available tab: The numbers in this list can be seen and purchased for your customers. Users are able to track if any number remains Available state. Actions 1. Reserve To reserve a Number, please follow the steps below: Go to the Number Management app Select the Available tab Search for a particular number Click the Eye icon Choose A

128 Views 1 min

BYOI Management - Reserved

Published May 29th, 2023 by B3Networks Academy

Purposes: A number can be reserved when: A specific customer wants to have a number but did not pay yet. You want to reserve numbers for future use, e.g. if a customer account is created but the customer has not purchased yet, save a nice number to win sales. Reservation Period: There are 2 types of Reservation: Free reservation Charged reservation

243 Views 1 min

BYOI Management - Assigned

Published May 29th, 2023 by B3Networks Academy

This tab will show: The number is assigned to an active subscription.  The system will change its status to  reserved  when the subscription expires.

92 Views 1 min

BYOI Management - Locked

Published May 29th, 2023 by B3Networks Academy

Purposes A locked number is not reserved or assigned to anyone. It is a special use case of reservation in which the reserver is unidentified.  Notification 7 days before the lock expires:  Notify support: Partner support B3 support After the lock expires:  Notify support: Partner support B3 support The number is released to the inventory after the

147 Views 1 min

BYOI Management - Deleted

Published May 29th, 2023 by B3Networks Academy

Purpose The number is removed from the inventory.  Possible reasons: Ported out Return to vendor Fault numbers Action Recover To recover a deleted number, please follow the steps below: Go to the Number Management app Select the Deleted tab Search for a particular number Click the Eye icon Choose Action - Recover Fill in the required information: Re

149 Views 1 min

Numbers - Available

Published May 29th, 2023 by B3Networks Academy

Overview In this tab, you can: Filter the available numbers Export the available numbers Check the required documents for purchasing numbers Actions Export available number list To do so, please follow the steps below: Go to the Number Management app Select the Numbers - Available tab Filter by: SKU Number pattern Click Export to download the CSV fi

146 Views 1 min

Numbers - Reserved

Published May 29th, 2023 by B3Networks Academy

On this tab, you can: View the numbers your provider (B3Networks) has reserved for your domain to your customer accounts.  Empty means you have no B3Networks reserved numbers.  

133 Views 1 min

Numbers - Assigned

Published May 29th, 2023 by B3Networks Academy

On this tab, you can: View the numbers your customers have purchased with detailed information. Download the customer's purchased numbers by searching their: SKU Number pattern Subscription UUID Owner UUID

116 Views 1 min

Grant members permissions to manage Order App

Published May 29th, 2023 by B3Networks Academy

In order to give permission to members to manage Order App, please follow the steps below: Go to Access Control > Grant access to Order App Click on the profile icon > go to Manage Organization > Members > click on the members > Permissions > grant respective permissions:   Permission Modify Order Create + Edit Order Delete Order D

85 Views 1 min

Bundles: Create a Bundle

Published May 29th, 2023 by B3Networks Academy

Notes: Only bundling the SKUs is supported. Bundling the selling price is not supported. A bundle can have up to 500 different SKUs.    In order to create a new bundle, please follow the steps below: Go to the Order app, choose the Bundles tab Click Create Fill in the required information: Bundle Name Description  (Optional) Select: Products Base Li

103 Views 1 min

Order: Create an Order

Published May 29th, 2023 by B3Networks Academy

Base on created Bundles, Admins who have appropriate permission can create Orders to purchase for their customer accounts. Once an order is approved, it will be provisioned to licenses/subscriptions in a customer account. In order to create an Order, follow the steps below: Go to Order app > Orders > click Create  Choose a customer account - b

80 Views 1 min

Orders: Edit an Order

Published May 29th, 2023 by B3Networks Academy

Users with Modify permission can add/remove the bundles or update their quantity. Users will be notified if selected bundles have been modified, compared to when the order was created. Yellow items: The quantity of the SKU(s) in the Bundle has been changed. Red items: SKU(s) in the Bundle was/were removed. Green items: SKU(s) in the Bundle was/were

68 Views 1 min

Orders: Reject an Order

Published May 29th, 2023 by B3Networks Academy

In order to reject a created Order, please follow the steps below: Go to the Order app > Orders Select a pending Order that you would like to reject Click on the Review icon Click Reject > Fill in the reason > Reject Once you have rejected the Order, you can search it by selecting Rejected status.

135 Views 1 min

Purchase a Bundle by a Contract

Published May 29th, 2023 by B3Networks Academy

Process: In order to purchase a Bundle by a Contract, please follow the steps below: Create a contract in the Contract app The SKUs in the bundle must be included in this contract. (The system will not proceed if there is any item outside the contract.) The contract must have enough quota for purchasing the appropriate quantity of each SKU in the bu

90 Views 1 min

Account Types & Privileges

Published May 29th, 2023 by B3Networks Academy

Account roles are designed to limit access to the company data to only authorized individuals. There are 3 roles in this hierarchy: Owner, Admin, Member. When you create an account for your colleagues, you need to assign one of these roles to them. Changing account roles to a higher role unlocks more capabilities in features.  Role Description Actio

1 min

Invite Members and Designate Roles

Published May 29th, 2023 by B3Networks Academy

Privilege Actions Owner Admin Member Invite Member ✅ ✅ ❌ Invite Admin ✅ ❌ ❌ Note: Click  HERE  for role types and differences between them.   Create a new user Click on the Profile icon Go to Manage Organization Select Members tab  Choose Create Key in the required information: Name Portal Access Portal Access: allows users to log in to the web port

75 Views 1 min

Pending Invites

Published May 29th, 2023 by B3Networks Academy

Overview Once you successfully create your members, their accounts will be listed under the Pending list.  For more information of Sending invitation for new members, please visit this link. Resend the Activation Emails If your users did not verify their email within the expiration period, you can resend the invitation link again. In order to do so,

73 Views 1 min

If Your Colleagues Don't Receive The Emails to Set Password

Published May 29th, 2023 by B3Networks Academy

Normally after you create an account for your colleague, he should receive a notification with a link to set a password within minutes. However, if he does not after about 10 minutes, he needs to do the following: Check spam inbox - the email provider may have erroneously marked our emails as spam Add our email to the safe sender list (see below) an

45 Views 1 min

Change User Role

Published May 29th, 2023 by B3Networks Academy

Note: Only the Owner can change role for members in the Organization.   To change the role of a user, follow the steps below: Click on the Profile icon Go to Manage Organization Select Members tab Choose a particular member Select the Account Info tab Click Change to update the role Update

62 Views 1 min

Change User Name

Published May 29th, 2023 by B3Networks Academy

Owner and Admins of the Account can update the user name by following the steps below: Go to Manage Organization, choose the Members tab Select a User that you want to change the name At the user's name, click on the Pencil icon Edit and Update Once you successfully change the User's name, it will be updated in the Organization accordingly.

49 Views 1 min

Manage Webhooks

Published May 25th, 2023 by B3Networks Academy

Overview The Webhooks tab allows the Developers to: Receive HTTPS notifications on certain event occurrences. (e.g. Receive a notification after a call ends) Manage Webhooks URL Note Click HERE for more information about Webhooks.   Configuration Register Webhook Go to the Developer Hub Select a Project Choose the Webhooks tab Click Register Select

232 Views 1 min

Access Control

Published June 9th, 2023 by B3Networks Academy

Overview Access Control page allows Owner / Admin (granted permission) to grant member access to Auto Attendant and perform actions within the application.   Grant Access for Members Only Owner / Admin (granted Auto Attendant permission) can grant permission to members. Login Organization Select Auto Attendant Select Access Control Click Assign Choo

194 Views 1 min

Introduction

Published June 14th, 2023 by B3Networks Academy

CPaaS SIP Trunk is a High Capacity SIP Service that can connect many PSTN (public switched telephone network) and mobile numbers with a large number of concurrent calls to customer premise or third-party cloud-hosted IP-PBX and Contact Center. The following diagram presents an overview of the basic call flow for the SIP Trunk.     Note: An additiona

167 Views 1 min

Bulk Filtering

Published June 9th, 2023 by B3Networks Academy

Overview Bulk Filtering allows users to upload a number list and check for the DNC status. The system will check the .csv file and send the results via email or user can download it from the portal once it has been uploaded.   Access Control This is only accessible by the users who have: DNC Bulk Filtering add-on license To access the Bulk Filtering

112 Views 1 min

User Interface (Without High Availability Mode)

Published June 15th, 2023 by B3Networks Academy

Overview The  Overview  tab gives the basic information of the current User’s settings as well as their current status.    Item Description Label For mnemonic, customers can modify the label of their SIP username Subscription UUID User can click on UUID to copy to locate multiple SIP Trunk licenses in the Licenses tab under Manage Organization Type

188 Views 4 min

MS Teams Call Forwarding

Published May 25th, 2023 by B3Networks Academy

This feature allows you to forward the incoming calls to one of the following options: Voicemail New number or contact My Delegates Call Group Click HERE for detailed instruction.  

115 Views 1 min

Assign Contact Center License to Agents

Published May 28th, 2023 by B3Networks Academy

Prerequisites In order to use the Contact Center features, you will need the following license: Type License Base Phone System Add-on IP Phone   Mobile   Desktop   Web Phone   Contact Center   Number (optional)   Call Recording (optional)   DNC (optional)   Team Chat (optional) Note: If you are an Owner/Admin of the organization, you will be a Super

299 Views 1 min

Activate SMS Sender ID Customization Service

Published May 28th, 2023 by B3Networks Academy

The SMS Rebranding service allows you to use a customized Sender Name as Sender ID when sending out an SMS from our system. Because of telecommunication regulations, we are required to ensure accountability for the SMS re-branding service. Hence, in order to activate this service, we will need the following documents for verification: For individual

224 Views 1 min

MS Teams Voicemail

Published May 28th, 2023 by B3Networks Academy

Configure voicemail settings By default, Teams will play your voicemail greeting and allow the caller to record a message. You will have the options below: Let the caller record a message. Let the caller record a message or be transferred to someone else. End the call without playing your greeting. Play your greeting and end the call. Transfer the c

114 Views 1 min

Difference between old and P2P design

Published May 29th, 2023 by B3Networks Academy

In terms of the P2P model, you need to look at 2 different perspectives for every transactions or interaction: Partner - Customer: Represented by the Customer Balance If the value is positive (+): the partner owes the customer  If the value is negative (-): the customer owes the partner B3 - Partner: Represented by the Partner Balance If the value i

115 Views 1 min

License Requirement & Permission Management

Published May 29th, 2023 by B3Networks Academy

File Explorer is a file management application that centralizes all call recording files.  Activation Criteria This feature requires customers to fulfil the following conditions to enable File Explorer services and use them within the organization. File Explorer License File Explorer enabled in the Portal Settings app → Portal Config tab After fulfi

163 Views 1 min

Communication Hub: Users - Activity

Published May 29th, 2023 by B3Networks Academy

This tab represents the agents' activities within the filtered period. Agent Activities The board will indicate the following details: Agent Name Status Remark of status Busy Start time and end time of a status Duration Update by: System Supervisor Note: To set up Busy Remarks, please visit  this link .   There are 2 views: Summary Log Summary detai

186 Views 1 min

Set up Template for Invoices

Published May 29th, 2023 by B3Networks Academy

The template refers to the template of: Individual invoice (Invoice issued right after purchasing or auto-top-up) Monthly Invoice (Monthly statement of usage, purchase and credit balance)  Credit Note (Refund invoices, cancel subscriptions) You can configure your invoice templates at Portal settings app. Instruction can be found  HERE .

98 Views 1 min

Connect Cisco to SIP

Published May 25th, 2023 by B3Networks Academy

Here are the steps you need to follow: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Go to SIP > Account to see the details. Connect the power and Internet cables to the Cisco Phone Connect to the webpage of the Cisco phone by entering the IP address of the phone into a web browser To get th

101 Views 1 min

Malaysian Regulatory Requirement for sending SMS to Malaysia

Published May 29th, 2023 by B3Networks Academy

Malaysia has tightened the rules and penalties, else penalties might be imposed by the operator. Need to put "RM 0.00 " in front of the message (This is done to inform end users that they were not charged to receive this message) Need to have brands/sender info in the message content (no matter it is a pin code or marketing traffic) to avoid blockag

100 Views 1 min

Assign Number & Concurrent Call Addon Licenses to an Auto Attendant Base License

Published May 27th, 2023 by B3Networks Academy

To assign a number addon license to an Auto-Attendant Base License, follow the steps below: Click on the Profile icon on the top left of the screen Go to Manage Organization Choose Licenses - Auto Attendant Select the purchased Auto Attendant Base License Assign: Number Addon License Concurrent Call Addon License Save Note: After completing this ste

369 Views 1 min

Bundles: Delete a Bundle

Published May 29th, 2023 by B3Networks Academy

In order to delete a created bundle, please follow the steps below: Go to the Order app, choose the Bundles tab Select an appropriate Bundle that you would like to delete Click on the Trash icon Confirm to Delete Once you have deleted the Bundle, you can search it by selecting Deleted status. Note: Orders which contain deleted bundle(s) still can pu

99 Views 1 min

Communication Hub: Call History

Published May 29th, 2023 by B3Networks Academy

Overview The Unified History is a place that keeps the records of all call transactions within the Organization. It will provide: Basic details  - Call Directions (Incoming/Outgoing calls), Phone Numbers, Extension Numbers, Date & Time, etc. Advanced details  - Call Result, Call Metadata, Call Journey, Call Recording, Voicemail, etc. Note: Data

249 Views 5 min

MS Teams Voicemail

Published May 21st, 2023 by B3Networks Academy

Configure voicemail settings By default, Teams will play your voicemail greeting and allow the caller to record a message. You will have the options below: Let the caller record a message. Let the caller record a message or be transferred to someone else. End the call without playing your greeting. Play your greeting and end the call. Transfer the c

103 Views 1 min

Portal Config

Published May 29th, 2023 by B3Networks Academy

You can decide which items to show or hide on the customer portal by toggling the items.Log in your Admin account > Go to Portal Settings app > Select Config Portal Note: The settings here affect ALL users located on your domain. For example, if you want ALL your customers to view the invoices from their portal, turn it on. Otherwise, turn it

253 Views 2 min

Manage Permission Group

Published May 29th, 2023 by B3Networks Academy

The Owner of the organization can decide which access to give to which Admins using different Permission Groups.  1. People This permission is to decide whether an Admin can access and do the configuration for other members of the organization.  For Organization Management Menu  Action OWNER ADMIN (With permission to manage People in the whole organ

91 Views 3 min

Outbound Contact Center Campaign

Published May 29th, 2023 by B3Networks Academy

What is Outbound Contact Center Campaign? The Outbound Contact Center Campaign allows you to make calls to the bulk of destinations with one click. Configure a Campaign 1. Create a Campaign: In order to create a Campaign, please follow the steps below: Go to Communication Hub  Select Campaign tab > Click on the Create button Give your campaign a

132 Views 1 min

Domain settings

Published May 29th, 2023 by B3Networks Academy

Introduction Domain Settings is used to set up the “ Email ” used in the whole domain. Sender Email: the email used at sender name at the notification sent to the customers. When you want to change your sender email, the new email must be verified so that it can be applied. Contact Email: the email used to replace all fields related to contact us or

225 Views 1 min

Manage Ongoing Relationship with Channels

Published May 29th, 2023 by B3Networks Academy

What is the Channel app used for? Channel app allows you to manage your distribution channels consisting of your partners. In this app: You are the seller. Your partner is the buyer.   Channel app allows you to view a list of channels (partners) that are reselling your products. For each channel, the app will show: Channel Owner's contact informatio

120 Views 1 min

The number of characters allowed in an SMS

Published May 29th, 2023 by B3Networks Academy

SMS Content One SMS can have a maximum of 160 GSM-7 or 70 unicode characters. If there are more than these, a charge for multiple SMS will be applied, and at this point, one SMS will have a maximum of 153 GSM-7 or 67 unicode characters because of the overhead (the overhead is used for sending SMS information to vendors, this is not required if you o

92 Views 1 min

File Management

Published May 29th, 2023 by B3Networks Academy

File Management is a pivotal tool tailored to streamline and centralize all Partner/Customer files. 1. Invoices Incoming invoice: the invoices that B3networks issues to you Outgoing invoice: the invoices that you issue to your customers 2. Statement of Account (SOA) Incoming SOA: the SOA that B3networks issues to you Outgoing SOA: the SOA that you i

256 Views 1 min

Tax Settings

Published May 29th, 2023 by B3Networks Academy

Tax: this section is used for setting tax policies for your Domain. You can define whether your domain is taxed in a country or not.  Note: If a user (Customer) is located in a nation different from the taxed country, all their services purchased will NOT be taxed at all.   Go to Portal settings app> Tax Click Add > Select the country, fill in

182 Views 1 min

Execution Log

Published May 25th, 2023 by B3Networks Academy

Execution Log From the Log tab To check the Execution Log from the Log tab, follow the steps below: Go to Developer Hub Go to Logs  Filter the calls: By Flow By Version: All versions Current version Old versions By Date Range: Available within 14 days By Status: Success Running Failed Sort by start time: Descending Ascending Select a specific call t

116 Views 1 min

Edit a customer account

Published May 29th, 2023 by B3Networks Academy

Customer account information can be updated by going to Customer app > View Customer Account > Settings: General Information: Organization Name Billing Information: By default, Billing Name = Org Name. Billing Name can be different from the Org Name. If your customer requests to be billed in another entity different from their registered name,

241 Views 1 min

SIP Troubleshooting

Published May 25th, 2023 by B3Networks Academy

SIP Registration Failed If your SIP registration failed, please check the following: Double confirm that your internet is working well. To check the internet you can: Launch web browsers like Chrome and address to google.com or bing.com. Ping google.com or ping sip1.b3networks.com (or the SIP domain we provide). Login to your account > go to SIP 

257 Views 9 min

Assign an existing subscription to a Contract

Published May 29th, 2023 by B3Networks Academy

1. Assign a subscription to a contract If a contract is CREATED or READY after the subscription is provisioned, you can still assign the subscription to the contract. In order to assign a subscription to a contract, please follow the steps below: Go to the Customer app Find the appropriate customer Choose Subscriptions tab Select a Subscription,clic

127 Views 1 min

Guideline For Submitting and Voting for New Ideas

Published May 21st, 2023 by B3Networks Academy

Browse First You have a great idea and cannot wait to share it-- take a moment to browse and see if someone else has already posted this idea, and cast your vote for it. If you post something that has already been posted, it will be merged into the originally posted idea. The B3Networks Academy team audits every idea to ensure that we are reporting

163 Views 1 min

Connect 3CX PBX to SIP

Published May 25th, 2023 by B3Networks Academy

Here are the steps you need to follow: 1. Add SIP trunk details to 3CX PBX Ensure that you have the SlP username and password of the SIP subscription Login to your account > Go to SIP > Account to see the details. Go to 3CX portal   If you use 3CX for the first time please check at www.3cx.com for more information Go to SIP TRUNK > Add SIP

117 Views 1 min

Invoice settings

Published May 29th, 2023 by B3Networks Academy

This is where you can configure the Invoice Settings and Templates if you are using the CPaaS Platform Invoicing system. Important Note: The settings here will be applied to all your customers. Kindly be careful when you enable or disable any feature. In this tab, you can configure your Invoices settings and Templates:   1. Invoices Settings 1.1 Not

230 Views 1 min

Can I give trial to my customer? How to do that?

Published May 29th, 2023 by B3Networks Academy

Yes, you can. A trial subscription can be given to all customers, totally free. Notes: Each account can only have one time trial per application. For example, you cannot offer 2 trial Call Recording subscriptions in one account. Although Subscription and Number are free of charge during the trial time, the  Number Activation Fee  and Usage Fee (e.g:

127 Views 1 min

Zendesk Integration

Published May 24th, 2023 by B3Networks Academy

With this Integration, Zendesk will generate a ticket whenever your Virtual Line has an incoming call. Select Integration tab Zendesk Fill in the required information Save   Sub domain It is the unique web address you chose when you were setting up the account. You can see it on your address bar when are logged in. For example, your URL is https://b

195 Views 1 min

Action - Memory

Published May 25th, 2023 by B3Networks Academy

Introduction Memory is an action that supports storing data and sharing it within executions of the same flow or among different flows. There are 4 sub-actions under Memory: Add to Memory Get from Memory Increase Memory Value by 1 Add to Memory List Get From Memory List 1. Add to Memory This action is used to add 1 single output from the previous ac

201 Views 3 min

Quickly check pricing

Published May 29th, 2023 by B3Networks Academy

In order to check the price, please follow the steps below: Go to the Price List app Choose the Price List tab Select Products: Filter by types Filter by Name or ID Filter by types App: the applications, e.g. SIP, Direct Line,... Number Telecom: usage charge, including call, SMS, and fax rate (both incoming and outgoing) Hardware: phone or network d

184 Views 1 min

Provision a Contract

Published May 29th, 2023 by B3Networks Academy

Items of a contract are provisioned from the Customer app. You are required to select a Contract before you can choose the items and their variants. This action is done through: Purchase subscription  Purchase Add-on 1. Purchase subscription Go to the Customer app Select the appropriate customer Choose Purchase tab Select an item that you would like

165 Views 1 min

SIP Account

Published May 25th, 2023 by B3Networks Academy

Sip Username This is used for provisioning purposes.  Authentication Mode There are 2 types of SIP: Account Username, Password, Server Domain are required to register a SIP account     IP Fill in the Transport Protocol, IP Peer, and Port to register the SIP account. Transport Protocol: choose the protocol you would like us to send to you, UDP TCP TL

335 Views 1 min

Search for an Identity

Published August 15th, 2023 by B3Networks Academy

Customer App supports search for an identity to see details and the organizations he/she is in. Go to Customer App Type name of the Identity in the Search Bar Click Search Click on Three elipses icon to view organizations.

82 Views 1 min

Introduction

Published May 29th, 2023 by B3Networks Academy

Product App is basically where you can manage the pricing of all your applications, your DDI numbers, your call rates, hardware, and other services. All the pricing that is set over here will be applied for all of your customers so you should make sure that only the relevant admins can access this application. Video Introduction

98 Views 1 min

Handle a Live Chat

Published August 21st, 2023 by B3Networks Academy

Receive Notification for a new Live Chat  Agents receive a notification when there is a new live chat Note: New chats cannot be assigned to the agents automatically if they are handling three or more than three active chats at one time   Accept the live chat Once a live chat has been assigned successfully, agent needs to accept it to start the chat

109 Views 1 min

Singapore - Full SMS Sender ID Registration

Published August 21st, 2023 by B3Networks Academy

On 31 January 2023, the Infocomm Media Development Authority (IMDA) implemented the Full  SMS Sender ID Registry Regime (Full SSIR Regime). The SSIR was set up to enable organisations to  protect their customers from receiving fraudulent SMS messages that spoof organisations’ SMS Sender IDs. Under the Full SSIR Regime, organisations that wish to sen

102 Views 1 min

Malaysian - Mobile Users are Blocked from Receiving SMS containing URLs and Phone Numbers

Published August 21st, 2023 by B3Networks Academy

Starting from 2 May 2023, Malaysian Communications and Multimedia Commission (MCMC) mandated to implementation blocking of SMS by Telecom Operators in Malaysia which contain URLs and Phone Numbers to avoid any kind of Spamming and Phishing.  Customer or Brand owners must whitelist the URL and/or phone number (if any) for successful SMS delivery, or

106 Views 1 min

Add Seller's Products to the Store

Published May 29th, 2023 by B3Networks Academy

If you would like to add some new products that are distributed by the service provider (e.g: SIP from B3Networks), please follow the steps below. 1. Go to Product app > Selling products > Add Product     2. Choose a product to add (e.g. SIP) > Add     3. Check the added Product     4. Add Variant Note: Adding variants is only available for

100 Views 1 min

Add Customized Products to the Store

Published May 29th, 2023 by B3Networks Academy

If you want to add your own products (hardware and services) to the store, please follow the steps below: 1. Go to Product app > Selling products > Create     2. Fill in the info to create a new product   Select Type (Hardware or Service) Product name Product description (if any) Publish to Store if you want. Otherwise, toggle it off. Upload a

90 Views 1 min

Remove Seller's Products from the Store

Published May 29th, 2023 by B3Networks Academy

If you do not want to sell that product anymore, you can remove it from the Store by following the steps below. Note: Once you remove the Variant or the Product, the system will BLOCK the affected Subscriptions. The customer can use the service until the Expiry Date. You CANNOT take any action (add/remove numbers, renew, purchase add-ons, etc.) on t

83 Views 1 min

Configure Selling Price

Published May 29th, 2023 by B3Networks Academy

In order to set up your selling price, please follow the steps below: Go to Product app > Selling products Filter by type App : Pricing of applications, e.g. SIP, Bizphone, Call recording... Telecom : Pricing of usage, e.g. Outgoing/Incoming call, Fax, SMS, DNC check,... Number : Pricing of numbers (DIDs) Hardware : Pricing of hardware, e.g. Phon

239 Views 1 min

Create a Main-contract

Published May 29th, 2023 by B3Networks Academy

Step 1: Create a Main-contract In order to create a Contract, please follow the steps below: Go to the Contract app Select +Create Main Contract Fill in the obligatory field: Buyer Duration Example: Contract length = 24 months (1 Jan 2020 to 31 Dec 2020; start date and end date is inclusive) Currency Items Choose +Add Items: Products Variants Sale m

193 Views 1 min

BYOI

Published May 29th, 2023 by B3Networks Academy

Definition: BYOI means Bring Your Own Infra.  Partners can use their own infrastructure resources and supply it to their customers instead of selling the ones provided by B3networks. What can be brought to the platform? Number Incoming route Outgoing route for Call, Fax, and SMS. Costing: B3 to Partner = 0 (However, there is an applied transit fee.

102 Views 1 min

Cost Change Alert

Published May 29th, 2023 by B3Networks Academy

If the service provider updates their costing to you, you will be alerted when you go to the Product app. Please follow the steps below to update the price: Click Here on the Alert pop-up message. Select a Product for more details. Check the Product info (Name, SKU, Sales model) Compare the new cost with your current selling price. Update the sellin

94 Views 1 min

Sender Email for Customer Organization

Published September 18th, 2023 by B3Networks Academy

This feature supports the users who need to send out the system generated email to their customers. This feature will provide: Transcript after the chat ends Email verification when starting a chat with email sign-in Navigation The feature can be seen under Manage Organization where the Admin can set up the Sender's Email. Go to Manage Organization

110 Views 1 min

Live Chat Configuration

Published September 18th, 2023 by B3Networks Academy

This feature helps you configure General settings for the Live chat of your organization. Go to Phone System Select System view Select Inbox Management Go to General Tab Set Live Chat Configuration Chat Inactivity Action There are 2 input fields to configure here: Auto-end assigned chat after a period of inactivity (hours): Default value: 1 hr Value

87 Views 1 min

Extend a Contract

Published May 29th, 2023 by B3Networks Academy

If you want to extend the expiry date of a contract in IN_PROGRESS status, please follow the steps below: Go to the Contract app View the contract that you want to change Select Extend Contract Choose a New date Extend An extended contract is created. It has to go through the Contract process flow to be ready: Step 1: Create a contract Step 2: Billi

136 Views 1 min

Replace a Contract

Published May 29th, 2023 by B3Networks Academy

If a contract is being IN_PROGRESS and your customer wants to modify it, you can replace it with a new one. Requirements: The new contract start date MUST be earlier than the current contract end date.  All SKUs in the current contract MUST be included in the new contract. The quantity of each SKU of the new contract MUST be higher or equal to the q

108 Views 1 min

Create a Sub-contract

Published May 29th, 2023 by B3Networks Academy

You can ask your supplier for a lower cost for items in your contract, or to simply fix the current cost and avoid future fluctuation. This can be done by creating a Proposal for a Subcontract from your supplier. In order to create it, please follow the steps below: Go to the Sub Contracts tab Choose +Create Proposal Select Seller and the Items to b

195 Views 1 min

Configure Billing plan for a contract

Published May 29th, 2023 by B3Networks Academy

Billing plan is an obligatory step when you create a contract. It defines how the customer pays you. There are 2 types of Billing plans: As incurred Milestone After you draft a contract in Step 1: Go to the Billing Plans tab Select +Create Billing Plan Choose: Either  As Incurred  Or  Milestone   Click Mark Ready Note: A READY billing plan can still

212 Views 2 min

Contract status flow

Published May 29th, 2023 by B3Networks Academy

Contract status Pending: when the contract is created, its status is pending Ready: when you manually mark it as ready (see below) In progress: since the contract is being provisioned until it meets the end date Completed: when the contract meets the end date Contract flow Tip: You can adjust a contract as long as its status is Ready.   In order to

93 Views 1 min

Audit in Contact

Published November 14th, 2023 by B3Networks Academy

Audit tab in Contact Application under License Model is a section or feature that logs and displays a record of activities or changes made within the application. The primary purpose of the Audit Tab is to provide a transparent and detailed history of interactions, modifications, or updates related to contacts or data within the application. Permiss

61 Views 1 min

Subscription cycle and charge

Published May 29th, 2023 by B3Networks Academy

1. Purchase: Subscription is charged for the whole cycle (e.g. one month or one year) A cycle must be at least one month. A cycle can be customized (e.g. two or six months). Example: Monthly subscription purchased on 16 Nov 2020, subscription price = $50 The subscription is active from 16 Nov to 15 Dec 2020, both dates inclusive.  Subscription charg

288 Views 3 min

Focus Mode & Agent Capacities

Published December 18th, 2023 by B3Networks Academy

Focus Mode To address the challenge of agents being simultaneously assigned both calls and chats, causing potential impacts on performance and user wait times, the proposed solution is to implement a system where an agent handling a call will not be assigned a chat, and vice versa. This ensures a focused and streamlined workflow for agents, minimizi

125 Views 1 min

Vendor Code

Published January 11th, 2024 by B3Networks Academy

Overview Vendor Code tab will be used to manage vendor codes. This feature will be applicable for B3 domain and Partners domain having BYOI flag.  B3 domain UUID: Generated Number Vendor UUID (must be unique) Supplier: Select supplier for the vendor code Label: For users to input (must be unique) Note: (Support 1000 characters) Allow editing after c

58 Views 1 min

Custom Pricing Package

Published May 29th, 2023 by B3Networks Academy

Overview To support our Partners set up a special price for their customers, we provide the Custom Pricing Package feature to fulfill that request. The feature will allow you to: Apply to all types of Products. Create multiple Personalized Pricings for different groups of customers and buyers. Assign the Customized Package for a specific account. Ed

157 Views 1 min

Introduction to CPaaS Fax

Published January 17th, 2024 by B3Networks Academy

While the utilization of traditional fax machines has significantly diminished, many large enterprises continue to incorporate faxing as an integral component of their corporate infrastructure. Although modern fax machines now support advanced features like fax-to-email and vice versa, our emphasis in developing a fax solution centers on optimizing

76 Views 1 min

Send Fax using CPaaS Fax

Published January 17th, 2024 by B3Networks Academy

In order to send fax, the user must set up the following steps: Access CPaaS Fax on the portal Select a specific Fax Open the Configuration tab In Outgoing Fax, Click Add button and add the Email Address that user wants to use for sending fax (user can select maximum 5 email addresses at a time) Check the box to Receive notification for Fax errors i

63 Views 1 min

View CPaaS Fax History

Published January 18th, 2024 by B3Networks Academy

Owners/Admins can view their organization fax history in Communication > Fax History. Access Control Owners: can always access and view Fax History Admins: Must be granted Permission from owner of the organization to view and access Fax History Members: Must be granted Permission from owner of the organzation to view and access Fax History. Navig

58 Views 1 min

Introduction

Published May 29th, 2023 by B3Networks Academy

Overview Release App is a management tool that allows you to: Receive the latest updates from the service provider (B3Networks). Manage the updated version to a selected group of users. Keep tracking the software development lifecycle. Release Channels Types There are 5 different release channels in the following order that you need to be aware of:

188 Views 1 min

Deployments

Published May 29th, 2023 by B3Networks Academy

In this tab, you can check the following information: Upcoming deployments Recent deployments Upcoming deployments Once the new update features or fixed bugs have been approved and scheduled to release to the Stable channel for all of the users, it will show in this section. Recent deployments In this section, you can check the last 7 days deploymen

149 Views 1 min

Early Access

Published May 29th, 2023 by B3Networks Academy

Release Candidate is a channel that is ready to release for early candidates to opt-in for testing and approving purposes.This tab allows you to control and manage the group of organizations that like to test the early release version of the products or services Opt-in In order to do opt-in, please follow the steps below: Go to the Release V2 app, c

199 Views 1 min

Notification Settings

Published May 29th, 2023 by B3Networks Academy

This tab allows you to set the notification of upcoming deployments and early access deployments that you opt-in. The notification will let you know what's new in the newly released version. In order to do so, please follow the steps below: Go to the Release V2 app, choose the Settings tab Toggle on: Owner's email  (if you want the owner to receive

169 Views 1 min

Enterprise Access

Published May 29th, 2023 by B3Networks Academy

Enterprise is a channel designed only for those selected enterprises where extensive testing is needed before rolling out new features.  This tab allows you to control and manage selected enterprise organizations to this separate channel. Opt-in In order to do add an organization into this channel, please follow the steps below: Go to the Release V2

135 Views 1 min

Audit

Published March 16th, 2024 by B3Networks Academy

Overview All actions that take place within Developer Hub can be verified and audited by the users.  How to Check Audit for Users Go to Developer Hub Select a project Select Audit tab Permission Group Owner can access Audit tab in Developer Hub Admins who are granted Developer Hub permission group can access Audit tab in Developer Hub Audit Tab Colu

42 Views 1 min

SMS Gateway

Published May 29th, 2023 by B3Networks Academy

Introduction B3Networks SMS Gateway is a service that allows telco partners to manage the SMS vendors and routing for all of their customers. It also allows them to configure custom billing for each of their customers. Features 1. Vendor Management Onboarding new Vendors for Partners. Self-manage the Vendors (e.g. enable, disable, set rate limit,...

119 Views 1 min

Vendor Management

Published May 29th, 2023 by B3Networks Academy

Overview This tab allows you to add a vendor for your SMS service.  Note: Soft limit for the number of activated vendors is 10. The system does not allow deletion of the unused vendors for recording purposes. You can disable the unused vendors to avoid mistakes.    Configuration 1. Add an Existing Vendor If the vendor(s) you would like to use is alr

72 Views 1 min

BYOI Management - Add new Number

Published May 29th, 2023 by B3Networks Academy

To add new numbers, please follow the steps below: Go to the Number Management app Select Add new numbers Download the template > Fill in the number list Can add a maximum of 1000 numbers at once Choose the required information: Vendor : Vendor of the numbers. Country : Country Code. SKU : Number SKU. Choose the capacities for the added numbers:

150 Views 1 min

Routing Configuration

Published May 29th, 2023 by B3Networks Academy

This page is used for creating routing rules for your domain. Routing can be based on the following information: Customer  (Organization Name) Sender Name / Sender Number Destination Vendor By default, the system checks the matching by the following column order: 1. Customer > 2. Src Prefix (Sender) > 3. Dest Prefix (Destination) >4. Vendor

106 Views 2 min

Supplier App

Published May 29th, 2023 by B3Networks Academy

Introduction Supplier App is a tool that allows Telco partners to: Manage their own mappings for specific SKUs. Make sure that the system knows which items in a particular order correlate with SKU in your Product list to charge correctly. Note: Any changes in the Supplier App will affect all of the customers under the domain.    Accessibility For se

93 Views 1 min

Audit

Published April 9th, 2024 by B3Networks Academy

Overview All actions that take place within Auto Attendant can be verified and audited by the users.  How to Check Audit for Users Go to Auto Attendant Select a flow Select Audit tab Permission Group Owner can access Audit tab in Auto Attendant Admins who are granted Auto Attendant permission group can access Audit tab inside Auto Attendant Audit Ta

36 Views 1 min

SKU Mapping

Published May 29th, 2023 by B3Networks Academy

Overview This tab allows you to add SKU Mappings for your Telco services.  Note: The soft limit for the number of mappings is 1,000.   Configuration 1. Add a new SKU Mapping In order to do add a new Mapping, please follow the steps below: Go to the Supplier app, choose the SKU Mapping tab Click the Create Mapping button Fill in the required informat

136 Views 1 min

Introduction

Published May 29th, 2023 by B3Networks Academy

Overview Support Center is a web-based solution on the B3Networks platform that allows internal and external reporting issue tickets to submit and managed. Features The Support Center can do the followings: Create Tickets Manage Tickets Time Tracking Notifications Filter and Search tools Checklist To use the Support Center, please go through the lis

106 Views 1 min

Create a new Case

Published May 29th, 2023 by B3Networks Academy

To create a Support Center Case, please follow the steps below: At the top right corner, click on the Create Case button Fill in the required details: Issue type: Bug Report General Inquiry Technical Support Title: Support Text and Special Character. Description: Support Text and Special Character. Support editing menu. Organization UUID: Fill in Or

203 Views 1 min

Filter & Search

Published May 29th, 2023 by B3Networks Academy

Filter You can filter the created cases by: Case Types Assignee Case Status Domain 1. Case Types In the Support Center, the created cases are divided into 3 categories: My Cases The cases that are  reported by ME  or assigned to ME will classify into this type. Internal Cases The cases that are  reported by other Members within the same Organization

161 Views 1 min

Check Connected Devices

Published May 22nd, 2023 by B3Networks Academy

To check the list of devices connected to the BizPhone service in the last 7 days, follow the steps below. Go to Connected Devices > Select the extension that you want to check.

103 Views 1 min

Manage Release Notes

Published May 29th, 2023 by B3Networks Academy

The Release Note App is an in-app release communications option that is used to create and distribute release notes to your customers. This application allows you to: Create Release Notes Edit the content Publish to a specific customer View published customers To view and manage your release notes: Go to Admin Portal >Click on Customer app >Se

90 Views 1 min

Configure Extension Group

Published May 22nd, 2023 by B3Networks Academy

1. Reason to Create a Group of Extensions To assign 1 DID to 1 or multiple extensions. To call multiple extensions at the same time. To pick up the call ringing at any extension in the group. For example, user at Ext 102 can pick up the call ringing at Ext 300. 2. Create a Group Go to Bizphone App > Extensions > Groups > Create Group. Input

149 Views 1 min

Configure a Conference Room

Published May 22nd, 2023 by B3Networks Academy

A Conference Room is a place where Internal extensions and External numbers can join the meeting at the same time. To set up a Conference room, please follow the instruction below:Go to Bizphone > Extensions > Conference Room > Create Room > Save. Notes: You can have maximum of 3 conference rooms. Maximum 8 extensions or numbers can join

121 Views 1 min

Busy Lamp Field (BLF) Feature

Published May 22nd, 2023 by B3Networks Academy

Introduction: BLF is an acronym for Busy Lamp Field, which is a light on an IP Phone or a colored indicator next to a name in a Softphone or Web client, that tells you whether another extension connected to the same PBX is busy or not.   This feature allows a Monitor Account/Extension to see the status of other extensions. By activating this functio

98 Views 1 min

Using Dialing Codes

Published December 18th, 2023 by B3Networks Academy

System Dialing Codes Unlocking enhanced functionality for non-access portal users, our system dialing codes offer a streamlined method for configuring call forwarding and adjusting status settings through IP Phones Requirement The user is assigned a Bizphone extension with the IP Phone license The user is not allowed to access the Web Portal The dev

76 Views 1 min

Receive Organization Updates in Notifications tab

Published May 29th, 2023 by B3Networks Academy

If you want to find out all the updates related to your Organization, such as subscription updates and user activities, you can navigate to the Notification tab within the Dashboard of your Customer App. Choose Organization > Click View to navigate to Dashboard > Click Notification tab

75 Views 1 min

Getting Started on BizPhone Desktop App

Published May 22nd, 2023 by B3Networks Academy

In order to use the Bizphone Desktop: The app must be installed. Users must log in using their organization account credentials. Note: Click HERE for the installation instructions.   Logging in: Step 1: Launch the BizPhone app from your desktop.       Step 2: Enter your Organization Account Credentials Login Credentials: Domain: Service Provider’s d

240 Views 1 min

Open API

Published May 25th, 2023 by B3Networks Academy

Overview The API Key section in the Open API tab allows the Developers to: Grant authenticate to call B3Networks Open API. Manage the created API Keys within the Organization Note: Click here for more information about the Open API Authentication.   API Key: Configuration Create a new API Key: Note: 1 Project can create only 1 API Key. Go to the Dev

334 Views 1 min

Action - Make Outgoing Call

Published May 25th, 2023 by B3Networks Academy

Introduction Makes an outgoing call to a number. REQUIRED INPUTS Destination Number Caller ID OUTPUT Dialed Transaction UUID: Transaction UUID of the dialed call. Configuration In order to configure this action, follow the steps below: Click the (+) icon, choose to Make Outgoing Call action Configure input parameters: Destination Number Caller ID  (

201 Views 1 min

BizPhone Desktop Layout and Command Buttons

Published May 22nd, 2023 by B3Networks Academy

Layout: Windows version       Mac version     Main Command Buttons: Number Display: This is the window wherein the dialed number is reflected. Show/Hide Dialpad: Toggle to show/hide the Dialpad. Mainly used for DTMF/IVR selection purposes. Organization Name: Shows which Organization Extension belongs to. […]: Shows/Hides BizPhone Setup Panel and qui

116 Views 1 min

Make an Outgoing Call

Published May 22nd, 2023 by B3Networks Academy

Dial a number from the contact or extension list or new numbers to make an outgoing call.

89 Views 1 min

My Account Is Created, Now What?

Published May 18th, 2023 by B3Networks Academy

Thank you for your interest in using our service! You might want to start using the subscriptions right away but we strongly recommend you take few minutes to explore this Knowledge Base to see what you can do with the account. Verify your account by Myinfo Top up credits to use the service Add more members to help you manage the account Share subsc

131 Views 1 min

Call Hold & Mute

Published May 22nd, 2023 by B3Networks Academy

Call Hold / Retrieve Calls can be put on hold and retrieved at any time. On-hold music will be played to the caller during this period. In order to do so: Toggle the Hold icon to put a call on hold and to retrieve the call. Mute & Unmute When on phone, users can mute it temporarily so that the person on the other line cannot hear them. In order

94 Views 1 min

Answer an Incoming Call

Published August 10th, 2023 by B3Networks Academy

Upon logging in to the BizPhone Desktop App, you are now able to start making and receiving calls. Pick up a call When there is an incoming call, a window will pop up at the bottom right corner of your screen showing the caller number. Press: Green button to accept the call. Red button to reject the call. Answering a Forwarded/Transferred Call  When

77 Views 1 min

Event - API - Incoming Call

Published May 25th, 2023 by B3Networks Academy

Overview API - Incoming Call: This trigger receives an incoming call request from  Open API  and starts a flow.  It can only be triggered when receiving input data (TXN UUID and Flow UUID) from  Open API .  Compatible with Project - Voice. Example Requirement When there is an incoming call to the developer's purchased number: +65xxxx, a notification

263 Views 1 min

Call Waiting

Published May 22nd, 2023 by B3Networks Academy

In order for Bizphone users to be notified that another caller is trying to get through their line while they are currently engaged on a call, the Call Waiting feature is now supported for Bizphone Desktop Application. The user is able to choose whether to accept/reject the new call or keep talking on the line. Note Call Waiting feature is only avai

114 Views 1 min

Call Transfer

Published May 22nd, 2023 by B3Networks Academy

1. Transfer Call During a phone call, users can do a Blind Transfer or an Attended Transfer to: Internal Extension A number from the Contact External Phone Number Once the users hang up the phone, the call will be connected to the transferred destination. Note: A Blind Transfer is when you transfer the caller to another agent or number without speak

119 Views 1 min

Call Pickup

Published May 22nd, 2023 by B3Networks Academy

To directly pick up the call of any extension, press: Pickup prefix+ Extension key + # Example: The Pickup prefix is *10 Pick up the call that is ringing at Ext 201, press *10201# To pick up the call of another extension in the same group (if any), press: Pickup prefix + # Example: The Pickup prefix is *10 Ext 202 & Ext 203 are in the same group

98 Views 1 min

3-way Conference Call

Published May 22nd, 2023 by B3Networks Academy

3-Way Conference Call feature lets users talk with 2 participants at the same time using Bizphone Application. Please follow the steps below: Desktop App - Window Step 1 Call the first phone number. Wait for the person to answer. Click on Options > choose Add Participant       Step 2 Call the second person. There are 3 options to select: Call oth

114 Views 1 min

Switch Caller ID

Published May 22nd, 2023 by B3Networks Academy

In Bizphone Settings, users can switch the current CallerID to other assigned CallerIDs (if any) Mac Touch Bizphone window > click Bizphone on the toolbar at the top of the screen > go to Preferences: Switch the current Caller ID to another available number: Windows Click [...] icon > go to Settings: Switch the current Caller ID to another

119 Views 1 min

Common Error Messages

Published May 22nd, 2023 by B3Networks Academy

There may have certain circumstances users might encounter when using the app. Here are some error messages and what they mean: "Domain not found" This error message may appear if users have input an invalid domain.       "Access denied" This error message indicates users: Entered an invalid account credential (Sign-in ID / Password).  Do not have a

108 Views 1 min

Communication Hub: Calls - Performance

Published June 9th, 2023 by B3Networks Academy

Overview Supervisors can now check the performance of individual inboxes and export call performance report as well.  Inbox performance can be viewed from:  Login organisation Go to Communication Hub Select Calls Select Performance Change Date Range Supervisors can Change the Date range filter as below: Today Yesterday This week (from 0:00 of Monday

272 Views 4 min

MS Teams Auto-Attendant

Published May 25th, 2023 by B3Networks Academy

Introduction: Auto-attendant is an IVR service that allows users to set up menu options to route the calls based on caller inputs. It provides a series of choices that guide callers to their desired destination quickly, without relying on a human operator to handle incoming calls. Key Features: Key features: Greeting message. Play Menu options. Set

169 Views 1 min

Transfer Call on IP Phone

Published May 22nd, 2023 by B3Networks Academy

Sample roles in a transfer call Caller: The person who calls your line A (Ext 101): Agent who picks up the incoming call B (Ext 102): Agent who receives the transfer call Main actions in a transfer call Trigger the call transfer From IP Phone: press ##2 + Ext number From Mobile app or Desktop app: press Transfer + Ext number       Cancel the call tr

163 Views 1 min

Receive Fax using CPaaS Fax

Published January 17th, 2024 by B3Networks Academy

To receive fax, the user must set up the following settings on the portal: Open the CPaaS Fax app Select a specific fax Go to the Configuration tab In Incoming Fax, add the Email Address that user wants to use for receiving fax (can only add 1 email address) Click Add Select the File Format: If receiving the Fax on the Fax Machine -> Choose TIFF

77 Views 1 min

Verify Your Account By Myinfo

Published May 18th, 2023 by B3Networks Academy

If you already have a MyInfo account, you are able to self-service the verification process on the portal. In order to verify your account, please follow the steps below: Click on the Profile icon Go to Manage Organization Select the Digital Identity tab Choose the appropriate method: SingPass - Personal account CorpPass - Company account Follow the

481 Views 1 min

Wallboard Introduction

Published May 22nd, 2023 by B3Networks Academy

Wallboard is an application that allows you to manage your Call Center and its Performance. Main functions supported: Provide dedicated view for supervisors and agents Monitor the call center performance Offer details of the workspace, including agents' status and their assigned calls Manage queue and its operations Control agents' activities Act li

157 Views 1 min

Change Password

Published May 18th, 2023 by B3Networks Academy

To change your login password, follow the steps below: VERSION 1 Click on the Profile icon Go to Manage Account Select Security and Credentials tab Change Password Update VERSION 2 Click on the Profile icon Go to Manage Account Select Security and Credentials tab Change Password Update  

119 Views 1 min

If Your Account Was Suspended

Published May 18th, 2023 by B3Networks Academy

Accounts are usually suspended because of security reasons such as compromised accounts, suspected fraud cases, abuse, etc. A suspended account is: Unable to use the credit balance. Unable to use the services. Unable to renew the services. To reactivate your account, please contact the support team.

127 Views 1 min

Terminate Your Account

Published May 18th, 2023 by B3Networks Academy

To terminate your account, please contact us. Do note that if you terminate your account, you will not get a refund for unused credits. Check our Terms of Use for more information.

106 Views 1 min

Settings - Capacity

Published May 29th, 2023 by B3Networks Academy

The purpose of capacity limiting is to prevent trunk/peer/interconnect sending too many call requests than given configuration. There are 2 kinds of limiting: Call per second (cps) - Max: 50: the amount of calls you can initiate in a single second.  Concurrent Call - Max: 1000: the total amount of live calls (including calls in calling state) you ca

173 Views 1 min

Connect Yealink Phone to SIP

Published May 23rd, 2023 by B3Networks Academy

Follow the steps below to connect Yealink Phone to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Click SIP to see the details. Connect the power and Internet cables to the Yealink Phone Connect to the webpage of the Yealink phone by entering the IP address of the phone into a web browse To

155 Views 1 min

Terminologies & Limitations

Published May 25th, 2023 by B3Networks Academy

Terminologies Term Definition Programmable Flow A PF is a CPaaS feature that automates all the repetitive tasks involved in the account (e.g Voice, Workflow). Project A Projectis the sequence of different flows that collaborate to attain a certain outcome. Flow A Flow is a set of actions that are triggered by an event and performed sequentially.  Ev

209 Views 1 min

How to create a new Org Announcement?

Published May 18th, 2023 by B3Networks Academy

Note: Only the Owner and Admins can create announcements.   1. Create a New Announcement In order to post a new announcement in your account, please follow the steps below: Log in to your account At the Homepage, Click Create Fill in the Title and Content Create 2. Update the Content In order to update an existing announcement in your account, pleas

137 Views 1 min

Top Up To The Account

Published May 19th, 2023 by B3Networks Academy

The following are the payment options:  Credit Card Cheque / Telegraphic Transfer (TT) It takes approximately 5 working days for us to process your cheque or TT (excluding cheque delivery time).To top up by either credit card or cheque, follow the steps below: Click on the Profile icon Go to Manage Organization Select Payment tab Choose Top Up Credi

302 Views 1 min

Top Up Policy

Published May 29th, 2023 by B3Networks Academy

Previously, users are not allowed to top up below SGD 50. From Aug 1, 2018, users can top up any amount. However, they will be charged an admin fee when the amount is below a threshold. Top-up threshold and admin fee applied: Currency Top-up threshold  Admin fee SGD/USD/AUD  20  1   MYR  60  3  VND  300,000  18,000  Notes: For Auto top-up:  The next

95 Views 1 min

Checklist: After Purchasing Auto Attendant

Published May 27th, 2023 by B3Networks Academy

Below is a checklist of steps to take after purchasing an Auto Attendant Base License: Assign a number to an Auto Attendant Base License The Owner grants permission to Admin(s) to access the Auto Attendant Settings page Overview  Set up Work Time Configure a Workflow Gather Input Transfer Call Record Missed Call and Notification Play Message Only Se

195 Views 1 min

Recover failed to renew or extend expiring subscriptions

Published May 29th, 2023 by B3Networks Academy

If any organization has issues with its subscriptions, you will be alerted at the first sight. 1. Failed to renew subscriptions: Alert: Customers will receive an alert for the auto-renewal 7 days before the renewal date.  If the subscriptions are failed to renew, customers will receive an alert for the failed-to-renew action. Possible reason: No sto

183 Views 1 min

Getting Started on BizPhone Mobile App

Published May 24th, 2023 by B3Networks Academy

In order to use the Bizphone Mobile: The App must be installed. Users must log in using their organization account credentials.  Note Click HERE for the installation instructions.   Logging in: Step 1: Launch the BizPhone app on your phone       Step 2: Enter your Organization Account Credentials Login Credentials: Domain: Service provider's domain.

273 Views 1 min

Bizphone Mobile App Installation

Published May 24th, 2023 by B3Networks Academy

Note: You need an active Bizphone Mobile license to sign in and use the app. For more details about how to assign Licenses, click HERE.   Bizphone Mobile App is an application used to make and receive calls on the mobile.  This App can work on either iOS or Android software.  Installation instruction: iOS System requirement: Compatible with iOS 9 an

249 Views 1 min

Forgot Password

Published May 18th, 2023 by B3Networks Academy

In case that you forgot your password, please follow the steps below to reset it:  At the log-in page, choose Forgot Password? Fill in your registered email Click Reset Go to your mailbox to check the reset email. Note: The reset email will expire in 24 hours and can only be used once.    

162 Views 1 min

Credit Balance

Published May 18th, 2023 by B3Networks Academy

Payment Mode Prepaid Usable credit: the amount that you can spend on, i.e. credit transfer/ issue, usage and subscription renewal.  Usable credit = Balance - Reserved credit - Liability + Credit limit Balance: the amount stored in this wallet. Reserved credit is caused by an ongoing transaction. If the transaction is successful, Reserved credit is d

135 Views 1 min

Enable and Disable Auto-Topup

Published May 18th, 2023 by B3Networks Academy

Enabling Auto-Topup ensures that you don't get any service disruption because of insufficient credits.  If you never top up by Credit Card yet, please click HERE to learn the top-up process.   VERSION 1 1. Click Payment at the Homepage     2. Toggle the Auto Top-up Credits     VERSION 2 Click on the Profile icon Go to Manage Organization Select Paym

110 Views 1 min

Create a Preset quote/ Bundle

Published May 29th, 2023 by B3Networks Academy

In order to create a Preset quote, please follow the steps below: Create Presets Go to the Price List app Select Products Add a particular product variant to the Basket Click Basket to check and process Quantity Discount Total price (before Tax) Choose Save as Preset Fill in Name (required) and Description (optional) Save Manage Presets Recheck the

159 Views 1 min

Make an outgoing call

Published May 24th, 2023 by B3Networks Academy

Dial a number from Contact, internal Extension List or external Phone number to make outgoing calls.

84 Views 1 min

Bizphone App Configuration - Ring Modes

Published May 24th, 2023 by B3Networks Academy

  Call Forwarding: When enabling the Call Forwarding feature, the incoming call will be diverted to: Other Extensions (User has to configure on the Portal) Phone Numbers (User can key in the Numbers directly on the App or configure on the Portal) Note: If the number is assigned to a Call Group, only one number can be added when configuring call forw

114 Views 1 min

Remove Credit Card Info From The Account

Published May 18th, 2023 by B3Networks Academy

In order to remove the stored credit card of your account, please follow the steps below: VERSION 1 1. At the Homepage, click Payment     2. At the Stored Credit Card section, choose Remove     VERSION 2 Click on the Profile icon Go to Manage Organization Select Payment tab At the Stored Credit Card section, choose Remove Click " Yes, I'm sure " to

90 Views 1 min

Secure Auto-Topup And Auto-Renewal

Published May 18th, 2023 by B3Networks Academy

We use Stripe, one of the most secure payment processors available to process the payment. We neither see nor store your credit card details. We never give out your credit card details to anyone, even those who claim to be our employees.The auto-top-up and subscriptions work by establishing a secure electronic contract with Stripe when authorized by

158 Views 1 min

Bizphone App Configuration - Call Settings

Published May 24th, 2023 by B3Networks Academy

Call From:  It is applied in the case when you are using the Call Back method (for more detail, refer to the Calling method section).  You will receive a call on this number. Caller ID: Caller ID is the number that will display on the recipient's phone. Users can switch to other numbers that are available in their Caller ID list. Calling method: The

159 Views 1 min

Bizphone App Configuration - Voicemail

Published May 24th, 2023 by B3Networks Academy

Mailbox Action You can select one of the below actions: Simply hang up the incoming call Hangup and notify via email Record voice-mail and notify via email Elapsed Time: If Bizphone user does not pick after XX seconds, the system will trigger the above Mailbox action.You can choose the elapsed time from 5 seconds  up to  60 seconds . Email to: If th

98 Views 1 min

Bizphone App Configuration - Diagnostic Report

Published May 24th, 2023 by B3Networks Academy

Submit Diagnostic Report In case users encounter any problem when using the Bizphone App, they can submit a Diagnostic Report for troubleshooting. Note: In order to use this function, Bizphone users must enable the Debug mode.For more details about it, please visit this link.  

116 Views 1 min

Answer an incoming call

Published May 24th, 2023 by B3Networks Academy

1. Pick up a call When there is an incoming call, User’s phone will ring along with a pop-up notification.Press: Blue button to accept the call. Red button to reject the call. 2. Answering a Forwarded/Transferred Call  When users receive a forwarded/transferred call within their organization, the caller ID will be displayed on their IP Phones in the

122 Views 1 min

Call Waiting

Published May 24th, 2023 by B3Networks Academy

This feature helps users to be notified that another caller is trying to get through their line while they are currently engaged on a call. Users are able to choose whether to accept/reject the new call or keep talking on the line. Note: This feature is only available after enabling Call Waiting on the portal.   Scenarios: There are 3 possible scena

82 Views 1 min

Purchase/Add-more Numbers

Published May 29th, 2023 by B3Networks Academy

To purchase/add-more numbers for a Subscription, please follow the steps below: Go to the Customer App Search the Account by Name, UUID,... Select the Subscriptions tab Choose the App that you would like to purchase more numbers Click the Eye icon In the Numbers section, click the Eye icon Choose the Add more button Select Upload CSV Browse File  Do

208 Views 1 min

Tax Invoice and Monthly Invoice

Published May 18th, 2023 by B3Networks Academy

We will send you Individual Tax Invoices right after all purchases including top-up, subscription and hardware. Monthly Tax Invoices only includes micro-transaction items such as call, SMS, DNC check. As such, a transaction item will appear in only one Tax Invoice, either an Individual Tax Invoice or the Monthly Tax Invoice. To download the invoices

167 Views 1 min

Disable & Delete a Member

Published May 18th, 2023 by B3Networks Academy

Disable a Member Both Owner and Admins of the account can perform this action.   Disable means deactivate the activities of the members, including: Access the portal Login to the Application You can reactivate the disabled member again.To do so, please follow the steps below: Click on the Profile icon, choose Manage Organization Select the Members t

109 Views 1 min

Workspace - Agent List

Published May 22nd, 2023 by B3Networks Academy

Information: In this tab, you will see the following details: Agent name and Extension number       Agent status The values of status are: Available Busy: Lunk Break Toilet Break Meeting Personal Reason Away Offline This status can be changed by User - At the Top right corner Supervisor - At the Agent's name If supervisors/agents are unable to log i

223 Views 1 min

API Keys

Published May 18th, 2023 by B3Networks Academy

Developers need to authenticate by the API Key in order to call our Open API (click  HERE  for more information). This API Keys tab allows Developers to manage API Keys (max: 5 keys) used within the Organization.API Keys can be generated as well as disabled automatically from here. Click on the profile icon > go to Manage Organization Go to API K

112 Views 1 min

Change Billing Details & Billing Emails

Published May 18th, 2023 by B3Networks Academy

Your company billing details will appear on your invoices and all system emails. If you want to change your account details, please follow the steps below. VERSION 1 At the Homepage, choose the Settings tab Select tab: Information Billing Address Billing Email Edit info Update VERSION 2 Click on the Profile icon Go to Manage Organization Choose Addr

122 Views 1 min

If You Don't Receive Any Billing Email

Published May 18th, 2023 by B3Networks Academy

If you don't receive any billing email, please check whether you have added or verified the billing email. Follow the steps below. VERSION 1 At the Homepage, select the Settings tab Go to the Billing Email tab Check: Add and verify your email if it is not on the list If it is on the list, please contact us VERSION 2 Click on the Profile icon Choose 

85 Views 1 min

Account Types & Privileges

Published May 18th, 2023 by B3Networks Academy

Account roles are designed to limit access to the company's data to only authorized individuals.There are 3 roles in this hierarchy: Owner, Admin and Member.   When you create an account for your colleagues, you need to assign one of these roles to them.Changing account roles to a higher role unlocks more capabilities in features.   Only the owner h

215 Views 1 min

Invite Members and Designate Roles

Published May 18th, 2023 by B3Networks Academy

You can invite more members to the company account to share subscriptions. Follow the steps below: Notes: The Owner can invite Admins and Members. Admins can only invite Members. For more information about the Role types, please visit this link.   VERSION 1 Create a new user: On the Homepage, select the Members tab Choose to Add a new member Click A

207 Views 2 min

Change User Role

Published May 18th, 2023 by B3Networks Academy

Note: Only the Owner can change role for members.   VERSION 1 To change the role of a member, follow the steps below: At the Homepage, select the Members tab Choose a particular member Click on the Eye icon Select Change to update the role Update VERSION 2 To change the role of a member, follow the steps below: Click on the Profile icon Go to Manage

120 Views 1 min

Customize your Dashboard

Published May 29th, 2023 by B3Networks Academy

By default, there are 5 dashboards available on the list, including: Inbound Call Queue Active Calls SMS Result Users Calls Result Conversation (Only for Omni-Channel) However, you can customize the dashboards and widgets for the best account overview. The custom dashboards can contain one or more widgets (up to 6 per dashboard) that give you an ove

217 Views 1 min

Call Transfer

Published May 24th, 2023 by B3Networks Academy

1. Transfer Call During a phone call, users can do a Blind Transfer or an Attended Transfer to: Internal Extension A number from the Contact External Phone Number Once the users hang up the phone, the call will be connected to the transferred destination. Note: A Blind Transfer is when you transfer the caller to another agent or number without speak

75 Views 1 min

Call Hold & Mute

Published May 24th, 2023 by B3Networks Academy

1. Call Hold & Retrieve Calls can be put on hold and retrieved at any time. On-hold music will be played to the caller during this period. In order to do so: Toggle the Hold icon to put a call on hold and to retrieve the call. 2. Call Mute & Unmute When on phone, users can mute it temporarily so that the person on the other line cannot hear

104 Views 1 min

Create an Inbox with Call Type

Published August 22nd, 2023 by B3Networks Academy

Create an Inbox  Prerequisites Owners and Admins having Permission for Phone System can access the Inbox Management tab  The organization must have at least 1 Contact Center license and it must be assigned to the Owner or Admin Configuration Set up General Settings of each Inbox General Settings Name: This is the name you set for your inbox. It can

710 Views 5 min

Give Privileges to a User

Published May 18th, 2023 by B3Networks Academy

Owner/Admins can give different privileges to Members within the organization. In order to do so, please follow the steps below: Click on the Profile icon Go to Manage Organization Select Member tab Choose a particular member to set the privileges Give permission to your member properly Data: View Organization's Data: access everyone's call history

102 Views 1 min

If Your Colleagues Don't Receive The Emails to Set Password

Published May 18th, 2023 by B3Networks Academy

Normally after you create an account for your colleague, he should receive a notification email with a link to set a password within minutes. However, if he does not, after about 10 minutes, he needs to do the following: Check spam inbox - the email provider may have erroneously marked our emails as spam Add our email to the safe sender list (see be

101 Views 1 min

Reactivate Suspended Members

Published May 18th, 2023 by B3Networks Academy

When your members are suspended because one of the following reasons: Consecutive failed login attempts Accidentally suspended by the Owner or Admins of the Domain You can reactivate your members by following the steps below: Go to the Manage Organization, choose the Members tab Find the User who is suspended At the Account Info - Status section, ch

132 Views 1 min

Create Teams

Published May 18th, 2023 by B3Networks Academy

By creating teams for your account, you will be able to view the Call History at team level 1. Privilege Actions Owner Admin Create Teams ✅ ✅ View Teams ✅ ✅ Assign Members to Teams ✅ ✅ 2. How to create Teams? Click on the Profile icon Go to Manage Organization Select Teams tab Click Create Add Team Name Create Click on the New team to add members fo

173 Views 1 min

Queue Management - Queue Information

Published May 23rd, 2023 by B3Networks Academy

Queue Priority: The priority of queues, determine which call is assigned to agents if they have several incoming calls at the same time. Default Priority is 0 (highest). The value can be in the range 0<x<99 Example: One agent is under 2 queues, Sales and Support; priority is 0 and 1. Both 2 queues receive incoming calls at the same time. Wallb

128 Views 1 min

Workspace - Call Logs (Agent access)

Published May 23rd, 2023 by B3Networks Academy

This article addresses the logs of an agent himself. If you want to see all logs of a call center, please click HERE. Agents can view their own answered and unanswered calls.   1. Answered Calls Inbound The report is filtered by Call type (incoming, callback) and Date. Call Type - Incoming: This place displays all of the agent's answered incoming ca

195 Views 1 min

Workspace - Call Logs (Supervisor Access)

Published May 22nd, 2023 by B3Networks Academy

Note: This article addresses the Call Logs of all calls in a Call Center (both Inbound and Outbound). If you are referring to logs of a single agent, please click HERE.   1. Active Calls Inbound First, you need to choose an interval to refresh the report (10 seconds, 30 seconds, 1 minute, or 5 minutes), or refresh manually. Details of a call: Transa

355 Views 1 min

Queue Management - Create, Edit & Delete a Queue

Published May 23rd, 2023 by B3Networks Academy

Note: The strict definition of a call queue is that it’s where callers are placed on hold, in a queue, while they wait to speak with a live agent.   Introduction What is a queue in Wallboard app? Incoming call to Virtual Line app > forward to Wallboard. Calls ring directly at the extensions or DID will not join the queue nor have characteristics

312 Views 1 min

PIN Login

Published May 18th, 2023 by B3Networks Academy

PIN login is used with a SIP or Bizphone application. Logging in with PIN before dialing from those 2 applications would offer you a trace to see who made that call. Users can use this PIN to log in Hot Desking IP Phone or their colleague's devices. Once logging in successfully, users can start using that device as their identity. NOTE Only the Owne

216 Views 1 min

File Explorer

Published May 18th, 2023 by B3Networks Academy

How to Enable? The File Explorer app can be enabled through admin domain Portal Settings > Portal Config Location File Explorer will show up on the portal side menu when enabling it in Portal Config. Access Only Owner and Admin / Member who are granted access to File Explorer can access the app. Access can be for Admin / Member in Manage Organiza

269 Views 1 min

Number Activation Fee

Published May 18th, 2023 by B3Networks Academy

Background Users will be charged an activation fee if they purchase a new number(s). Different numbers have different activation fees. Applied to: All B3Networks numbers. Ported-in numbers. Scenarios: Purchase new subscriptions with DIDs. Reactivating terminated subscriptions is considered as purchasing new subscriptions. Purchase extra DIDs for exi

105 Views 1 min

Desktop App Installation

Published May 27th, 2023 by B3Networks Academy

Note: You need an active Phone System - Desktop license to sign in and use the app.   Desktop App is an application used to make and receive calls on the computer.  It is a Softphone service that can be used on either a Windows or Mac desktop.   System Requirements: Mac Mac OS 10.10 or newer  ***Recommended to upgrade Software to the  latest version

753 Views 1 min

Assign Subscriptions to members

Published May 18th, 2023 by B3Networks Academy

Once a subscription is activated, it is assigned to the owner automatically. To share the subscriptions to other members, follow the steps below. VERSION 1 At the Homepage, select the Subscriptions tab Choose a particular subscription Click on the Eye icon Select Users icon Choose members Assign VERSION 2 Click on the Profile icon Go to Manage Organ

194 Views 1 min

Renew Subscriptions

Published May 18th, 2023 by B3Networks Academy

For renewing the Subscriptions, there are 3 scenarios as below. Scenario 1 If your Usable Credit has: Sufficient  credits to pay for the subscription fee. Then our System will: Automatically  deduct  your credit balance to renew your subscriptions 7 days before the expiry date. Send you a  Tax Invoice  for reference. Scenario 2 If your Usable Credit

102 Views 1 min

Subscription status: Active, Expired and Terminated

Published May 29th, 2023 by B3Networks Academy

Active subscription: You can use it normally. Expired and terminated subscription:   Expired Terminated Reasons Subscription is on auto renewal but failed to both renew and recover. Subscription is NOT on auto renewal. Auto becomes terminated 28 days after a subscription expires Customer requests to terminate. Usage period No more No more Ability to

165 Views 1 min

Action - Add a Custom Tag

Published May 25th, 2023 by B3Networks Academy

Introduction Add a custom key-value tag to your call details. REQUIRED INPUTS Key Value NO OUTPUT Configuration In order to configure this action, follow the steps below: Select an Event Click the (+) icon, choose to Add a Custom Tag action Configure Parameters: Key: Type your tag key. Value: You can type your tag value or use the output of previous

130 Views 1 min

Project Definition

Published May 25th, 2023 by B3Networks Academy

Overview The Overview page will give you a basic information about the selected project. It Includes: Project Name (Editable) Project UUID (Click to copy) Subscription UUID (Click to copy) Capabilities (Editable) Members (Editable) Concurrent Call Assigned Numbers Limits Open API Programmable flow After you  enable the Developer license , you can cr

237 Views 1 min

Event - Robocall Campaign Outgoing Call Answered

Published May 25th, 2023 by B3Networks Academy

Robocall Campaign Outgoing Call Answered: Trigger the flow when the Caller answers the Robocall Campaign. Compatible with Project - Voice.

183 Views 1 min

Unsubscribe and Terminate Subscriptions

Published May 31st, 2023 by B3Networks Academy

Difference between Unsubscribe and Terminate   Unsubscribe Terminate When to do  Before the renewal date Any time Usable period Until expiry date No more Refund Not applied Applied, click HERE to learn more. If you don't want the subscriptions to be auto-renewed, unsubscribe from your account. They will be active until their expiry date. VERSION 1 U

154 Views 1 min

Database storage SLA

Published May 18th, 2023 by B3Networks Academy

Depend on type of the report, the period to export is different.  1. Dump report: Basically the historical reports in the system, which is CDR report. Maximum start time: 1 year ago. Maximum query range: 100 days.     2. Interval report: The data needs to be pre-processed through the engine. Due to this extra time to pre-process the data, the maximu

177 Views 1 min

Check Call History

Published May 19th, 2023 by B3Networks Academy

Overview The Unified History is a place that keeps the records of all call transactions within the Organization. It will provide: Basic details  - Call Directions (Incoming/Outgoing calls), Phone Numbers, Extension Numbers, Date & Time, etc. Advanced details  - Call Result, Call Metadata, Call Journey, Call Recording, Voicemail, etc.   Note: Dat

327 Views 4 min

Basic Workflow Templates

Published May 27th, 2023 by B3Networks Academy

Users can import one of the following workflow templates into the Auto Attendant Configuration page and edit the information accordingly. Go to Configuration > Edit > Click the 3-dot icon > Import (only support .json file) Template 1: Office hours (Auto-attendant Press Key Flow) File 1 (.json)   Incoming call => Welcome Message => Sel

170 Views 1 min

Understand Renewal and Expiry Dates of Subscriptions

Published May 18th, 2023 by B3Networks Academy

From the Subscriptions page, you can check the subscription expiry and renewal date.  Note The renewal date is 7 days before the expiry date. The subscription active period includes the start date and end date. Users who have been granted access for “Expiry Date" in Portal Settings will be able to see the expiry date (for each subscription) in the D

229 Views 1 min

Check Usage History

Published May 19th, 2023 by B3Networks Academy

To check usage history of your account, follow the steps below: Version 1: On the Homepage, select the Usage History tab Filter by Categories: Call Fax SMS DNC Payment; check the top-up action status happening in your organization. Filter by Month Search   Version 2: Click on the Profile icon Go to Manage Organization Select the Usage History tab Fi

136 Views 1 min

Download Report

Published May 19th, 2023 by B3Networks Academy

Reports tab:  Reports tab allows users to download enhanced reports with detailed information about the Call Center operations. Each report has a different layout and content, depending on what information is required.  Reports are feasible and chargeable depending on the specifics of the request itself.  Sample of generally available reports:  Wall

204 Views 1 min

Queue Management - Note Configuration

Published May 23rd, 2023 by B3Networks Academy

Go to Wallboard app > Queue management > Settings > Note configuration: Disposition codes: Can be used to tag a call based on predefined options & will be reflected in Call Log details.  Agents can choose these codes in the popup after they finish a call.  Custom Fields: While Disposition Code only allows a single tag to be chosen per c

283 Views 1 min

Queue Management - Caller Announcement Message

Published May 23rd, 2023 by B3Networks Academy

The message should include a clear instruction for the callers to leave a voicemail or request a callback call (or be connected to other agents if Ring Mode is Sticky Agent) Go to Wallboard > Queue management > Settings > In queue message > Caller announcement message: Message to play: the message played to the caller after XX seconds. 

174 Views 1 min

Queue Management - Dial Plan

Published May 23rd, 2023 by B3Networks Academy

Note: The dial plan applies for callback calls.   Go to Wallboard > Queue Management > Settings > Dial plan > Configure > Update: For example: if you want to call SG numbers without dialing 65, please configure a dial plan as below: If number starts with: 3,6,8,9 and has a length of: 8 Remove number of leading digits: 0 then prepend p

148 Views 1 min

Create a Project

Published May 25th, 2023 by B3Networks Academy

To create a Project, please follow the steps below: Go to Developer Hub, choose the Dropdown bar Click the Create Project button Fill in the required fields: Name Type : Voice  Message Workflow Subscription Create

146 Views 1 min

Action - Gather Input

Published May 25th, 2023 by B3Networks Academy

Introduction Gathers the input through the DTMF signal. REQUIRED INPUTS Messages to play Maximum Digits Allowed Acceptable Inputs (optional) Maximum Number of Retries OUTPUTS User's Input Digits Call State Configuration In order to configure this action, follow the steps below: Click the (+) icon, choose to Gather Input Configure input parameters: M

184 Views 1 min

Event - Missed Call

Published May 25th, 2023 by B3Networks Academy

Missed Call: Trigger the flow when there is any missed call. Compatible with Project - Voice.

162 Views 1 min

Action - Get a Tag by Name

Published May 25th, 2023 by B3Networks Academy

Introduction By default, a  Custom Tag  does not have any output. Hence, if you want to get the value of the tag which has already been set previously in your flow and use its value as an output for later actions, you need to use this Get a Tag by Name action. REQUIRED INPUTS Call Transaction UUID Tag to Get OUTPUTS Tag Value Tag is Set  Configurati

152 Views 1 min

Record Bizphone Extension

Published May 22nd, 2023 by B3Networks Academy

In order to set up the call recording function for the Bizphone extension, please follow the instruction below. Go to Bizphone app > Settings > Call recording > Add Message > Choose the extension to enable > Add messages if any > Add Add Message: You can play a short message to notify the Callers/Recipients that you will record thi

147 Views 1 min

Queue Management - Music on Hold

Published May 23rd, 2023 by B3Networks Academy

Users can customize the hold music that plays while the callers are waiting in queue by either uploading an mp3 file or typing in a marketing message. Go to Wallboard > Queue management > Settings > In queue message > Music on hold: Background sound (5MB Max) Marketing message: You can either upload an mp3 file or type in the marketing m

189 Views 1 min

Assign DID to Extension

Published May 22nd, 2023 by B3Networks Academy

1 DID can be assigned to an Extension, a Group of Extensions, or a Conference Room.  1 Extension/Group of extensions can have 1 or multiple DIDs. In order to assign the DID to the extension(s), you need to purchase the Number add-on first. Then, go to Bizphone app > Settings > Number > Search a number > Edit > Choose the extension and

208 Views 1 min

Action - Connect Call

Published May 25th, 2023 by B3Networks Academy

Introduction Connects the call to a number. REQUIRED INPUTS Destination Caller ID Ring time OUTPUT Transfer Status Configuration In order to configure this action, follow the steps below: Click the (+) icon, choose to Connect Call Configure input parameters: Destination Number Caller ID:  One of your purchased numbers. Ring time:  Maximum ring time

172 Views 1 min

Enable DNC settings for Extensions

Published May 22nd, 2023 by B3Networks Academy

In order to set up the DNC check function for Bizphone extensions, please follow the instruction below. Go to Bizphone app > Settings > DNC Extension > Select the extension(s) > Choose Action(s) > Activate Actions By default, DNC settings for the extensions are BYPASS both DNC registry and Company consent list.  You can change the sta

223 Views 1 min

Queue Management - Voicemail and Callback

Published May 23rd, 2023 by B3Networks Academy

Go to Wallboard > Queue management > Settings > In queue message > Voicemail and Callback: 1. Voicemail: What is Voicemail? A voicemailis an electronically stored voice message that is left by a caller to be retrieved later by the intended recipient.    Enable/Disable voicemail Digit to trigger voicemail: set up here and update the messa

296 Views 1 min

Call Pickup

Published May 24th, 2023 by B3Networks Academy

To directly pick up the call of any extension, press: Pickup prefix+ Extension key + # Example: The Pickup prefix is *10 Pick up the call that is ringing at Ext 504, press *10504# To pick up the call of another extension in the same group (if any), press: Pickup prefix + # Example: The Pickup prefix is *10 Ext 502 & Ext 504 are in the same group

69 Views 1 min

3-way Conference Call

Published May 24th, 2023 by B3Networks Academy

3-Way Conference Call feature lets users talk with 2 participants at the same time using Bizphone Application. Please follow the steps below: Step 1 Call the first phone number Wait for him/her to answer Click Options > Select Add Participant     Step 2 Call the second participant. There are 3 options to select: Call other Extension within the or

77 Views 1 min

Call History

Published May 24th, 2023 by B3Networks Academy

Upward blue arrow = an answered outgoing call Upward red arrow = an unanswered/failed/missed outgoing call Downward blue arrow = an answered incoming call Downward red arrow = an unanswered/missed incoming call Demonstration:

83 Views 1 min

Event - API - Outgoing Call

Published May 25th, 2023 by B3Networks Academy

Overview API - Outgoing Call: This trigger receives an outgoing call request from  Open API  and starts a flow.  It can only be triggered when receiving input data from  Open API : Idempotency Key Flow UUID Destination Payload  (optional)  Compatible with Project - Voice. Open API - Make Outgoing Calls: Click  HERE  for more information.   Example R

208 Views 1 min

Queue Management - Action Events

Published May 23rd, 2023 by B3Networks Academy

Go to Wallboard app > Queue management > Settings > Action events: 1. Queue Size: Maximum Queue Size: maximum number of calls can be in the queue. Select an action when the queue size is reached: Hangup or Callback If Callback, make sure that you have enabled Callback feature for your queue. Click  HERE  for more details. You can also play

265 Views 1 min

Outbound Call Center - Create Campaign

Published May 23rd, 2023 by B3Networks Academy

Wallboard Outbound call feature allows you to make call to bulk of destinations with one click. Make sure you have the Outbound add-on in Wallboard subscription.   As the feature is available in Outbound only, you need to go to Workspace tab> Switch to Outbound   How to create an Outbound Campaign? 1. Create an Outbound Campaign: In order to use

267 Views 1 min

Outbound Call Center - Number List

Published May 23rd, 2023 by B3Networks Academy

The list of number is required when you want to use the Outbound call feature of Wallboard.   In order to create a number list, follow the steps below: 1. Configure outbound concurrent calls for the assigned queue: In order to configure outbound concurrent calls for the assigned queue, go to Queue Management > Settings > Outbound concurrent ca

331 Views 1 min

General Settings

Published May 23rd, 2023 by B3Networks Academy

This section allows you to configure the general settings and the integration to your CRM system. Below are the items that you can configure in this section. A. General: 1. Agent Configuration: 1.1 Minimum ring time per agent: After this period, the call will be missed at this agent and follow Virtual Line workflow. The default value is 15 seconds.

216 Views 1 min

Activities Log

Published May 23rd, 2023 by B3Networks Academy

This tab represents the agents' activities within the filtered period. Agent Activities The board will indicate the following details: Agent Name Status Remark of status Busy Start time and end time of a status Duration Update by: System Supervisor Remarks: Remarks/Busy Remarks are the reasons that the supervisors/agents need to choose if they want

159 Views 1 min

Transfer Call in Wallboard

Published May 23rd, 2023 by B3Networks Academy

If you receive a call to your queue and the customer actually wants to talk to another agent/queue who is handling the case, follow the steps below: Transfer to another extension: From IP Phone: press ##2 + Ext Key From Mobile App or Desktop App: press Transfer + Ext Key Transfer to another queue (e.g. customer wants to contact support but wrongly g

91 Views 1 min

Checklist: After Purchasing SIP

Published May 23rd, 2023 by B3Networks Academy

Below is a checklist of steps to take after purchasing a SIP subscription: Add Dial Plan Add IP Whitelist Add Country Whitelist Add Backup Line

126 Views 1 min

Account Info

Published May 23rd, 2023 by B3Networks Academy

1. Setting Info 1.1 Account Info Sip Credentials Include: SIP Username - Password - Server (Domain) Usage: For provisioning (Register, Make Calls)       Caller ID Options for Caller ID: Specific numbers: purchased numbers, rebranding numbers  Anonymous: Private SIP number: the system will follow basic PBX caller ID settings PBX setting: the system w

134 Views 1 min

High Availability

Published May 23rd, 2023 by B3Networks Academy

High Availability mode allows users to forward all the incoming calls of the SIP number to a backup number (e.g. your mobile number or a working landline number) or another SIP account.  Activate High Availability only in emergencies such as Internet outage, PBX, IP Phone disruption.  Once this feature is activated, incoming calls to the SIP Number

223 Views 1 min

Add Country Whitelist

Published May 23rd, 2023 by B3Networks Academy

1. What is Country code? Country code is the Telephone dialing prefixes for the member countries of the International Telecommunication Union (ITU). Example: Vietnam: +84 Singapore: +65 USA/Canada: +1 France: +33 By Default, SIP Trunk allows all country codes. 2. Configuration: Country Whitelist is a call blocker feature that you can narrow down the

182 Views 1 min

Precautionary Suspension or Call Restriction of VOIP Service Due to Security Compromise

Published May 23rd, 2023 by B3Networks Academy

What is a Precautionary Suspension/Restriction? We are committed to maintaining the highest standard of security to reduce the risk of credit fraud through your VoIP service. If we detect suspicious behavior on your SIP account we will suspend the service, and send you an e-mail as soon as possible to notify you of the possible security compromise a

119 Views 2 min

Routing Config

Published May 23rd, 2023 by B3Networks Academy

Overview This is a SIP feature that allows user to route the calls to the numbers within their Organization. Configuration 1. Add a Routing Plan To set a Routing Rule, please follow the steps below: Go to the SIP app Choose the Routing Config tab Click on the Add button Fill in the required fields: Type: ISDN Incoming Outgoing Rule Forward To: SIP 

156 Views 1 min

Connect 3CX SoftPhone for Windows to SIP

Published May 23rd, 2023 by B3Networks Academy

Follow these steps to set up your 3CX SoftPhone: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Click SIP to see the details. Download the 3CXPhone  h ere  and install it Click Create Profile on the popup window If you miss the popup window, click the menu button > Account Click New and open

150 Views 1 min

Checklist - Get started

Published May 25th, 2023 by B3Networks Academy

Table of Contents Below is the checklist for Developer Hub: Prerequisites & Provisioning Terminologies & Limitations Project Check Project Information Open API Webhooks Programmable Flow Flow History Log Events: API - General Purpose API - Incoming Call API - Outgoing Call Automated Cron Trigger Call Detail Updated Call Ended Incoming Call t

130 Views 1 min

Connect Polycom Stand Point to SIP

Published May 23rd, 2023 by B3Networks Academy

Follow the steps below to connect Polycom Stand Point to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Click SIP to see the details. Connect the power and Internet cables to the Polycom Stand Point Phone Connect to the webpage of the phone by entering the IP address of the phone into a web

122 Views 1 min

SIP Troubleshooting

Published May 23rd, 2023 by B3Networks Academy

SIP Registration Failed If your SIP registration failed, please check the following: Double confirm that your internet is working well. To check the internet you can: Launch web browsers like Chrome and address to google.com or bing.com. Ping google.com or ping sip1.b3networks.com (or the SIP domain we provide). Login to your account > click the 

326 Views 9 min

Action - Dial an Extension

Published May 25th, 2023 by B3Networks Academy

Introduction Make a call to an extension. REQUIRED INPUTS Caller ID  Extension Key Ring Time OUTPUT New Call Transaction UUID Configuration In order to configure this action, follow the steps below: Click the (+) icon, choose to Dial an Extension Configure input parameters: Caller ID Extension Key Ring Time Add Expose Output  (optional)

95 Views 1 min

Connect 3CX PBX to SIP

Published May 23rd, 2023 by B3Networks Academy

Here are the steps you need to follow: 1. Add SIP trunk details to 3CX PBX 1. Ensure that you have the SlP username and password of the SIP subscription Login to your account > Click SIP to see the details. 2. Go to 3CX portal   If you use 3CX for the first time please check at www.3cx.com for more information 3. Go to SIP TRUNK > Add SIP Trun

161 Views 1 min

Connect Fanvil Phone to SIP

Published May 23rd, 2023 by B3Networks Academy

Follow the steps below to connect Fanvil Phone to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Click SIP to see the details. Connect the power and Internet cables to the Fanvil Phone Connect to the webpage of the Fanvil phone by entering the IP address of the phone into a web browser To g

144 Views 1 min

Connect Linksys to SIP

Published May 23rd, 2023 by B3Networks Academy

Follow the steps below to connect Linksys Phone to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Click SIP to see the details. Connect the power and Internet cables to the Yealink Phone Connect to the webpage of the Yealink phone by entering the IP address of the phone into a web browser T

108 Views 1 min

Connect Zoiper for Android Phone to SIP

Published May 23rd, 2023 by B3Networks Academy

For details, check Zoiper instruction here.   Or follow the steps below:  Ensure that you have the SlP username and password of the SIP subscription:Login to your account > go to SIP to see the details: Download Zoiper app from Google Play Store Open the app and go to Config > Accounts  Select Add Account > Yes > Manual configuration >

125 Views 1 min

Connect Ericsson Phone to SIP

Published May 23rd, 2023 by B3Networks Academy

Follow the steps below to connect Yealink Phone to SIP: Ensure that you have the SlP username and password of the SIP subscription Login to your account > Click SIP to see the details. Connect the power and Internet cables to the Ericsson Phone Connect to the webpage of the Ericsson phone by entering the IP address + 8000 of the phone into a web

128 Views 1 min

Connect X-lite for Windows to SIP

Published May 23rd, 2023 by B3Networks Academy

Follow the steps below to connect X-lite SoftPhone to SIP: Basic configuration Ensure that you have the SlP username and password of the SIP subscriptionLogin to your account > Click SIP to see the details. Go to http://www.counterpath.com/x-lite.html and download X-Lite. Install X-lite following the install guide of counterpath Launch X-Lite and

127 Views 1 min

Receive Fax

Published May 23rd, 2023 by B3Networks Academy

Download received Fax Go to the Dashboard - Received tab Select the fax that you would like to download Download 2. Forward Fax to Email Go to the Settings tab Key in the email addresses Enable options: Receive email notification for both sent and delivered fax (both delivered and failed) Attach origin PDF for sent Fax notification Save Changes

109 Views 1 min

Send Fax

Published May 23rd, 2023 by B3Networks Academy

To send Fax, follow the steps below: Go to Dashboard Choose Send Fax Fill in: Fax header Destination number Upload file to send Send Notes: Maximum size: 35MB Supported file types: PDF, PNG, JPG, JPEG, BMP    

135 Views 1 min

Checklist: After Purchasing Global DNC

Published May 24th, 2023 by B3Networks Academy

Below is a checklist of steps to take after purchasing Global DNC subscription: Assign licenses (if any) to your members  Read the manual attached to your Global DNC portal Connect Global DNC to SIP Connect Global DNC to BizPhone Connect Global DNC to SMS Marketing

186 Views 1 min

Licenses (roles) in Global DNC

Published May 24th, 2023 by B3Networks Academy

Account Types There are 4 kinds of role in Global DNC: Data Protection Officer (DPO): the most powerful role coming with maximum compliance capabilities and user management tools. Manager: have limited compliance capabilities. Their main role involves managing and inviting users to use Global DNC as well as updating the company blacklist. Staff / Ag

199 Views 1 min

Call Waiting on IP Phone

Published May 22nd, 2023 by B3Networks Academy

This guide explains how to enable and disable the Call Waiting feature on the following handsets: YEALINK Devices: Yealink T19P (includes Yealink T19P E2) Yealink T20P Yealink T21P (includes Yealink T21P E2) Yealink T22P Yealink T23G Yealink T26P Yealink T27P Yealink T27G Yealink T28P Yealink T29G Yealink T32G Yealink T38G Yealink T40P Yealink T41P

130 Views 1 min

Download Global DNC Manual

Published May 24th, 2023 by B3Networks Academy

After purchasing Global DNC, do check the user manual in your account.For DPO, go to Bulk Filtering > User Manual For Managers, go to Bulk Filtering > User Manual: For Staffs and Agents, go to Bulk Filtering > User Manual:

186 Views 1 min

Supported Countries

Published May 23rd, 2023 by B3Networks Academy

Incoming Hong Kong Malaysia Singapore  Outgoing Country Country Code AUSTRIA 43  BANGLADESH  880  BELGIUM  32  BRAZIL  55  BRUNEI  673  CAMBODIA  855  CANADA  1  CHINA  86  DENMARK  45  FRANCE  33  GERMANY  49 HONG KONG  852  INDIA  91  INDONESIA  62  IRELAND  353  ISRAEL  972  ITALY  39  JAPAN  81  SOUTH KOREA  82  MACAU  853  MALAYSIA  60  NETHERL

100 Views 1 min

Bulk Filtering

Published May 24th, 2023 by B3Networks Academy

Functions: Usage: to scrub more than one number at a time Access: by all types of users (DPO, Manager, Staff, and Agent) How to use it? Go to the Global DNC app Choosethe Bulk Filtering tab Download a CSV template Upload a File to scrub (Make sure its format is correct to the template) Check the Price (e.g. SGD 0.011 per number) Proceed   Note: All

113 Views 1 min

All Apps

Published May 29th, 2023 by B3Networks Academy

Current Apps Current Apps also means the Stable version of the apps that has been released by the service provider.  It includes: App Name Current Version Released date Release history Note: There are 2 types of release features: UI = User Interface The series of screens, pages, and visual elements like buttons and icons enables a person to interact

177 Views 1 min

Compliance Window

Published May 24th, 2023 by B3Networks Academy

Functions: Usage: investigate a number's DNC status and its activity logs Performed by whom Status of each check The tool used to check the target number: from Compliance Window, Bulk Filtering, Global DNC mobile app, or auto screening from other apps (e.g. SIP, Bizphone, SMS Marketing) Access: by DPO only. How to use it?     ** Searched number and

99 Views 1 min

Consent Management

Published May 24th, 2023 by B3Networks Academy

Functions: Usage: Record company's internal Blacklist/ Whitelist. Access: by DPO and Manager Note: The Consent record of a company will override DNC registration.   For example, you are making a call/sending SMS to a number. Depending on its records (checking both consent and DNC), the call/SMS is allowed or blocked as below: Consent record/ DNC reg

96 Views 1 min

Orders

Published May 29th, 2023 by B3Networks Academy

Orders tab is the place where the Sales team can keep track of the products that are needed to deliver to the customers, including: Services (automatically fulfilled). Hardware Connectors Once the Sales team successfully purchase the services for the customers in the Customer app, the order information will show on the Order tab with Pending status,

85 Views 1 min

Compliance Flag

Published May 24th, 2023 by B3Networks Academy

This feature is to enable the compliance flag that enforces all calls to check against DNC regardless of the DNC settings of an agent. To use the feature, you have to purchase an add-on DNC Compliance to your Global DNC app. To set up the feature, go to Global DNC then Compliance Flag tab: Compliance flag All calls will be enforced to check against

87 Views 1 min

Tokenize your Consent List

Published May 24th, 2023 by B3Networks Academy

This feature helps you mask real numbers in the consent list with a string of characters. In order to enable this feature, you need to contact your Service Provider for them to activate backend.   Note: The numbers are tokenized after the feature is enabled backend. Numbers added before the tokenization do not change their format or display.    

87 Views 1 min

Connect Global DNC to BizPhone

Published May 24th, 2023 by B3Networks Academy

Make sure you have available DNC licenses in your Bizphone subscription. To connect each BizPhone extension to Global DNC, follow the steps below: Go to the Bizphone app Choose Setting tab Select DNC Extension tab Select the extension(s) Choose an action: Bypass Block Check and ask By default, DNC action for the extensions is to BYPASS both DNC regi

175 Views 1 min

Connect Global DNC to SMS Marketing

Published May 24th, 2023 by B3Networks Academy

Your SMS Marketing will automatically integrate with Global DNC if your account has one.  By default, all of the SMSes sent out from your SMS Marketing app will check against the DNC registry and Company Consent List. If you do not want to check it, please enable Allow Bypass feature before sending an SMS out.  

135 Views 1 min

Connect Global DNC to SIP

Published May 24th, 2023 by B3Networks Academy

When you activate Global DNC, all your active SIP subscriptions will have the Compliance tab. To integrate Global DNC with SIP, follow the steps below: Go to SIP Select Compliance tab Choose one of the default actions: Ask me what to do when number is blocked Terminate the call when number is blocked Bypass Compliance filter  Only check Blacklist On

160 Views 1 min

Checklist: After Purchasing Virtual Line

Published May 24th, 2023 by B3Networks Academy

Below is a checklist of steps to take after purchasing a Virtual Line subscription: Create a Call Flow Assign DID call flow  How to Make the Changes take effect Configure Call Flow Gather input Transfer Call Record Missed call and Notification Play Message only Set Condition Confirm Webhook Forward to Set up Work Schedule Check Call History Integrat

148 Views 1 min

File Explorer

Published May 24th, 2023 by B3Networks Academy

How to Enable? The File Explorer app can be enabled through admin domain Portal Settings > Portal Config Location File Explorer will show up on the portal side menu when enabling it in Portal Config. Access Only Owner and Admin / Member who are granted access to File Explorer can access the app. Access can be for Admin / Member in Manage Organiza

133 Views 1 min

Change Payment Account/Credit Card Details

Published May 18th, 2023 by B3Networks Academy

If you want to pay by another credit card, follow the steps below: VERSION 1 1. At the Homepage, click Payment     2. Click Top Up Credit     3. Click Pay with a new card     VERSION 2 Click on the Profile icon Go to Manage Organization Select Payment tab Choose Top Up Credit Key in the Top-up amount Select Pay with new card Top up 

162 Views 1 min

Configure Virtual Line Flow: Play Message Only

Published May 24th, 2023 by B3Networks Academy

In this section, users can add or attach an automated message for the callers to hear. To set up, please follow the step below: Choose Play message only command. Fill in your message Save   Set up Message Upload an MP3 file Type your message (TTS - Text to Speech)  The message is currently limited to 450 characters.  Choose Language Choose Pitch: th

153 Views 1 min

Configure Virtual Line Flow: Set Condition

Published May 24th, 2023 by B3Networks Academy

In this section, if calls satisfy the setup conditions, they will be forwarded to the specified destination.  To set up, please follow the steps below. Tip: You can create more than one condition for a branch. Finish one and create another.   Step 1: Select Set Condition and then Save Step 2: Click Next Step(s) to configure Step 3: Configure Process

233 Views 1 min

Configure Virtual Line Flow : Confirm

Published May 24th, 2023 by B3Networks Academy

In this section, the caller can confirm their action by pressing 1 or go back to the previous step by pressing any other digits. To set up, please follow the steps below:   Upload MP3 File       Type your message (TTS - Text to Speech) The message is currently limited to 450 characters. You can add more messages in different languages. Choose Langua

153 Views 1 min

Get Started: How to connect B3networks with Vendors through Edge Server

Published May 29th, 2023 by B3Networks Academy

In order to connect B3's system with a vendor's system, follow the steps below: Step 1: Get some basic settings ready before creating a trunk: Codec: G711A (PCMA) / G711U (PCMU) / G729 Capacity: number of CPS, concurrent call  Translation Rule (optional) Manipulation (optional). Step 2: Create 2 Trunks (Inbound & Outbound)  for your vendor based

127 Views 1 min

Create a Call Flow

Published May 24th, 2023 by B3Networks Academy

After you have successfully purchased a Virtual Line, you need to create a flow.  Please follow the steps below: Go to the Virtual Line app Select Create flow Give the flow a Name Create Next step - Assign DID Numbers to the Virtual Line

226 Views 1 min

How to make the Changes to take effect in Virtual Line

Published May 24th, 2023 by B3Networks Academy

The Virtual Line presents the Maker-Checker process, in which every change made in the flow must be approved and deployed by the Owner/Admin; otherwise, the changes are just saved as Draft. Process: Owner and Admin Member 1. Edit 1. Edit 2. Make changes  2. Test 3. Test 3. Request to go live 4. Deploy 4. Owner/ Admin approves   5. Deploy Owner and A

211 Views 1 min

Configure Virtual Line Flow: Gather Input

Published May 24th, 2023 by B3Networks Academy

In the Gather input section, users are allowed to: Add a greeting message to gather Callers' Input  For example:  Press 1 for sales Press 2 for support Etc. In order to set up it, please follow the steps below: 1. Create Gather Input 2. Set up IVR message Type your message (TTS - Text to Speech) The message is currently limited to 450 characters. Yo

255 Views 1 min

Connect Zoiper for PC to SIP

Published May 25th, 2023 by B3Networks Academy

For details, check  Zoiper instruction here. Or follow the steps below to connect Zoiper SoftPhone for Windows to SIP: Zoiper V3 Basic Configuration Ensure that you have the SlP username and password of the SIP subscriptionLogin to your account > Go to SIP > Account to see the details. Go to zoiper.com and  download Install and launch Zoiper 

189 Views 1 min

Configure Virtual Line Flow: Transfer Call

Published May 24th, 2023 by B3Networks Academy

In this section, users are allowed to transfer the Incoming calls from their Virtual Line number(s) to: Other Phone numbers Bizphone extensions(s) Wallboard queue(s) Transfer options Phone Numbers Key in the phone numbers (with country code, e.g. +6566186688)  Press Enter Save         Note: Maximum transferred numbers are 10.     Extensions A. Trans

261 Views 1 min

Set Up Work Schedule

Published May 24th, 2023 by B3Networks Academy

1. Set Time zone To set up the Work schedule, follow the steps below. Go to Configuration Choose Work time Set Work time and Public Holiday Apply this setting to all work schedules (optional) 2. Set a Work schedule Toggle on Working days Choose Time Click the Refresh icon to set a schedule for all other days. Save change 3. Set Public Holiday Choose

178 Views 1 min

HTTPS Notification Integration

Published May 24th, 2023 by B3Networks Academy

With this Integration, HTTPS Notification will generate and send a ticket to a defined URL whenever your Virtual Line has an incoming call. Select Integration tab HTTPS Notification Fill in the required Information Save

140 Views 1 min

Webhook Integration

Published May 24th, 2023 by B3Networks Academy

Webhook is an API concept that's growing in popularity. It (also called a web callback or HTTP push API) is a way for an app (Virtual Line) to provide other applications with real-time information.  The Webhook integration allows you to be automatically notified when something happens in Virtual Line without having to constantly poll the API. Select

122 Views 1 min

Basic Call Flow Templates

Published May 24th, 2023 by B3Networks Academy

Template 1: Office hours (Auto-attendant Press Key Flow) File 1 (.json) Incoming call => Welcome Message => Select option (#1 sales or #2 support) => Forward to different numbers =>  If Press 1, transfer to Number 1 => Miss call => Voicemail  If Press 2, transfer to Number 2 => Miss call => Transfer to Number 2 Template 2: Of

111 Views 1 min

Block Unwanted Calls

Published May 24th, 2023 by B3Networks Academy

To block calls from specific numbers, follow the steps below: Select Blacklist Choose Block a number Input the number Add

100 Views 1 min

Freshdesk Integration

Published May 24th, 2023 by B3Networks Academy

With this Integration, Freshdesk will generate a ticket whenever your Virtual Line has an incoming call. Select Integration tab Freshdesk  Fill in the required information  Save   1. Sub domain It is the unique web address you chose when you were setting up the account. You can see it on your address bar when are logged in. For example, your URL is 

146 Views 1 min

Connect Call Recording to BizPhone

Published May 24th, 2023 by B3Networks Academy

To record BizPhone, make sure that you have 1 Call Recording subscription with the Bizphone Extension addon. If you purchase correctly, the Call Recording will be auto-assigned to the Bizphone subscription. Go to the Bizphone app Select Settings tab Choose Call Recording Select Add message Choose extension(s) Toggle for the message (Incoming and Out

183 Views 1 min

Checklist: Starter Guide

Published May 24th, 2023 by B3Networks Academy

Overview: Call Recording service automatically allows you to record and store all incoming and outgoing calls from all of the communication applications, including BizPhone, SIP, Virtual Line, and Direct Line. It provides you insight into every voice interaction to ensure standard adherence or assist in resolving disputes. Benefits: Insanely simple

119 Views 1 min

Connect Call Recording to Direct Line

Published May 24th, 2023 by B3Networks Academy

To record Direct Line, you need to make sure that you have 1 Call Recording subscription whose number of concurrent calls matches the number of concurrent calls of the Direct Line, which is 2.  For example, if you connect a Call Recording subscription to a Direct Line, that Call Recording subscription must have 2 concurrent calls.  To connect Call R

189 Views 1 min

Connect Call Recording to SIP

Published May 24th, 2023 by B3Networks Academy

To record SIP, you need to make sure that you have a Call Recording subscription whose number of concurrent calls matches the number of concurrent calls of the SIP.  For example, if you connect a Call Recording subscription to a SIP Business, that Call Recording subscription must have at least 5 concurrent calls.  To connect Call Recording to SIP, f

180 Views 1 min

Distinguish the CR Subscriptions by UUID

Published May 24th, 2023 by B3Networks Academy

In the Call Recording application (Subscription page), a UUID chain is included on the left side of each CR subscription. Purpose of the UUID: to identify the CR subscription As the CR does not have any DIDs, you cannot know which CR subscription is assigned to which application. The UUID will help. For example, if you need to unsubscribe/terminate