B3Networks Knowledge Base

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

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

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

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

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

Inbound Call

Published May 27th, 2023 by B3Networks Academy

You can configureyour inbound callsettings in different scenarios: Working Hours: Available Busy Away Offline Non-working Hours Public Holidays Note: The Working and Non-Working Hours are configured in the Working Hours tab.The Public Holidays are set by the Admins. Please Note: Limitation for the number of characters for TTS message are 2000 charac

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.

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

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

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

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

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

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

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

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

Outbound Call Rule

Published May 19th, 2023 by B3Networks Academy

Outbound Call Rule is composed of the rules for Dial Plan, Countries Whitelist and Organization Connect. Create a Customized Outbound Call Rule In order to create a new Outbound Call Rule, follow the steps below: Click on the profile icon > go to Manage Organization Select the Outbound Call Rule tab Go to Custom rules tab Click Create button Give

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

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

Create a New Channel (Whatsapp)

Published January 13th, 2025 by B3Networks Academy

Create WhatsApp Channel Go to Phone System Select View - System Click Omnichannel - Channel Click Create Select type = WhatsApp Input the following WhatsApp number Name Working Hours Once you click on Create, a new window will open. This will be used to configure working hours. This section is divided into the following: Public holiday Custom holid

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

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

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

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.

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

Create a New Channel (Support Ticket)

Published January 13th, 2025 by B3Networks Academy

Create a Support Ticket Channel Go to Phone System > view System Select Omnichannel > Channel Click the Create button Choose the channel type = Support ticket Input channel name Configure working hours: Public holiday Custom holiday Working hours Choose an inbox to route the ticket to that inbox during working hours. The form and its fields w

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

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

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

Inbound Call

Published May 24th, 2023 by B3Networks Academy

Inbound Call is where you can configureinbound callsettings for your users. Go to Phone System > Filter by: Me: if you want to manage your own extension settings Specific Teams: if you want to control the settings of your assigned teams. Click HERE for more information. Everyone: only available if you are assigned to control the settings of eve

Chat Widgets

Published January 10th, 2025 by B3Networks Academy

Overview The Chat Widgets tab provides a centralised platform for managing Live Chat and WhatsApp widgets and streamline the widget configuration process. To configure these settings, the organization must have a Contact Center license along with a Live Chat and/or WhatsApp license. Configuration access is granted to users with Owner or Admin roles

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

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 Choose Omnichannel tab Select Calls tab Choose Completed Calls Types of Completed Calls There are 2 type of completed calls: 1. Incomi

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 Omnichannel Select Calls Select Performance Change Date Range Supervisors can Change the Date range filter as below: Today Yesterday This week (

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

Termination of Subscription

Published November 27th, 2024 by B3Networks Academy

A customer subscription can be terminated in two cases: If the subscription has been expired for more than 28 days. If the customer has requested to terminate an active subscription. Refunds will only be processed for subscriptions terminated upon customer request. To ensure accurate termination and refund processing, please follow the detailed st

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

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

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

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

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.

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

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:

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: x64 Arm64 10.5 to 14 ***Recommended to upgrade Software to the latest

Devices

Published May 24th, 2023 by B3Networks Academy

Overview Devices tab is where you can manage your members' activated devices. # Device Name Ring Device 1 Mobile B3works Mobile App 2 Desktop B3works Desktop App 3 IP Phone IP Phone 4 Web Phone Unified Workspace Web Phone 5 Microsoft Teams Microsoft Teams devices 6 SIM Physical Mobile SIM Mobile App Installation & Instruction: LINK The Admin

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

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

Create a New Customer Account

Published May 29th, 2023 by B3Networks Academy

Click Create Organization Fill in Organization Information: Organization Name The limit of number of characters while naming the organization is between 2 to 255 characters. The Special characters that can be used while naming the organization are: (~) Tilde (`) Backtick (#) Hash or Pound (+) Plus ($) Dollar Sign (@) At Symbol (&) Ampersa

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

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

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

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

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

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

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

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

Introduction to Business Hub

Published August 20th, 2024 by B3Networks Academy

Background To streamline and simplify the purchasing process, we are excited to introduce two new platforms: "Business Hub" and " Sales Hub ". These platforms are designed specifically to support the billing and reconciliation needs of our Tier 1 and Tier 2 Service Providers. Overview Bundle The Bundle feature in Business Hub empowers users to effi

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

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

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

Working Hours

Published May 24th, 2023 by B3Networks Academy

Working Hours is where you can configure your users' working hours appropriately. Go to Phone System > Filter by: Me: if you want to manage your own extension settings Specific Teams: if you want to manage the settings of your assigned teams. Click HERE for more information. Everyone: only available if you are assigned to manage the settings o

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

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

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

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

Login To your Account

Published December 14th, 2023 by B3Networks Academy

Logging In Users can login into their account according to the following options available: Sign In with Password Login to the Domain Enter a valid Email address Select the Option Sign In with Password Enter the Password Click Sign In Note: The default Sign In option is Sign In with Password. Sign In with Google Login to the Domain Enter a val

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

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

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

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

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-changer 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

Event - Agent Status Change - Extension

Published February 18th, 2025 by B3Networks Academy

Agent Status Change - Extension Trigger the flow when Agent’s status is changed Compatible with Project - Voice

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

Event - Call Recording File Available

Published February 18th, 2025 by B3Networks Academy

Call Recording File Available: The flow will triggered when a call recording file becomes available for download. Compatible with Project - Voice

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

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:

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 Data Fil

Introduction to Sales Hub

Published August 27th, 2024 by B3Networks Academy

Background To streamline and simplify the purchasing process, we are excited to introduce two new platforms: " Business Hub " and "Sales Hub". These platforms are designed specifically to support the billing and reconciliation needs of our Tier 1 and Tier 2 Service Providers. Overview Order The Order feature in Sales Hub provides users with a compr

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

Access Control

Published August 26th, 2024 by B3Networks Academy

Permission Group Access To view Sales Hub, Admins must first be granted access to Permission Groups by the organization’s Owner. Only Admins with this access can see and access the Business Hub or Sales Hub icons on the left sidebar. Owner's View: Admin's View:

Inbox Management for Support Ticket

Published October 24th, 2024 by B3Networks Academy

Create New Inbox for Support Ticket Go to Phone System > view System Select Omnichannel > Inbox Click on Create button Select Type = Support ticket Fill in the fields Type = Support ticket Name Assignment mode = Manual Reassignment timing Agents In the Form Template section, select an Inbox/Inbox SLA form template. Users can also toggle " Al

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

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

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

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

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

Event - File Changed - Storage

Published February 18th, 2025 by B3Networks Academy

File Changed - Storage: The flow will triggered when a file is changed in File Management, including upload and delete of any file. Compatible with Project - Workflow Configuration Create a new flow with Event : File Changed - Storage Add Transform action to check for file key matching a pattern. Each file type will have a different prefix so one ne

Calls with a Group

Published May 24th, 2023 by B3Networks Academy

Make calls to a Group: Internal users: If you are calling a group within your account, dial the Group Key to call. External callers: If you would like external callers to be able to call a Call Group, there are 2 ways to do that: Forward the call of the Auto Attendant to the Extension Group. Forward the call of an extension to the Extension Group. G

Event - Call Began

Published February 18th, 2025 by B3Networks Academy

Call Began This flow will be triggered if there is a Call made by the agent. Compatible with Project - Voice

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

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

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

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

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

Connect Power SIP Trunk to CPaaS Apps

Published August 27th, 2024 by B3Networks Academy

This service allows a subsidiary in one country to buy a Power SIP Trunk, enabling it to connect its phone numbers with communication apps used by the headquarters in another country. This setup allows the subsidiary to make and receive calls, set the Caller ID, and ensures smooth communication between the two locations, enhancing overall operationa

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 Inbox The inbox han

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

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

Event - Agent Picked up Call in Inbox - Inbox

Published February 18th, 2025 by B3Networks Academy

Agent Picked up Call in Inbox - Inbox: Trigger a flow when an agent picks up a call in an inbox. Compatible with Project - Voice

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

Connect Power SIP Trunk to PBX

Published August 27th, 2024 by B3Networks Academy

This service allows you to Connect SIP numbers to the customer's PBX using Power SIP Trunk as a standard SIP trunk. How to Connect? Go to Power SIP Trunk Open App Marketplace Select PBX and click Connect A pop up will appear for Connect App Click connect > Done Overview Once the connection is done, system will land you on the overview page. Here

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,...

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

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

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

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

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

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

Connect Power SIP Trunk to Extension

Published August 30th, 2024 by B3Networks Academy

This feature Connects SIP numbers to the customer's own device, which follows a Bring Your Own Phone (BYOP) approach. It allows businesses to modernize their telecommunication capabilities without discarding existing investments in PBX infrastructure, providing a bridge between traditional telephony systems and the flexibility and feature set of mod

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 ->

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

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

Make an outgoing call

Published May 25th, 2023 by B3Networks Academy

When making a call from the dial pad, users can choose a preferred caller ID option: Myself: Use your personal identity or the organization's caller ID for outgoing calls. Delegate: Make calls on behalf of another user if delegation permissions are granted. Inbox: Select this option to call back directly from your inbox contacts. Forward: Use this o

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

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

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

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 Data Filter Op

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

Integrate Consent List among Organizations

Published May 24th, 2023 by B3Networks Academy

You can integrate your consent list (company blacklist) with one or multiple accounts. By doing this, whenever you update your consent, that of the other account will be updated and synced accordingly. In order to link your consent to another org, please follow the steps below: Go to the Global DNC app Choose the Organization links tab Key in the UU

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

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.

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

Security Groups in Manage Organization

Published December 11th, 2024 by B3Networks Academy

The Security Groups tab in the Manage Organization section plays a vital role in safeguarding your organization's digital environment. This feature allows you to create and manage security groups, ensuring that device logins are restricted exclusively to trusted IP addresses. By implementing these controls, you can significantly enhance security and

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

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

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

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

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

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

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

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

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

Create a New Channel (Live Chat)

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 /

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

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

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

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

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 .

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 Omnichannel - General Under the section “Agent Configuration”, user will see Focus Mode & Agent Capacities Focus Mode Enable if you want agents to focus on either Calls or Chats

SMS Transaction Logs

Published December 17th, 2024 by B3Networks Academy

This tab provides users with the ability to search and access SMS transaction logs, offering a detailed view of each transaction. It also highlights any errors that may have occurred during the process, helping users identify and address potential issues efficiently. Users will be able to search by for an organization by any of the following, and th

Security Policy

Published May 29th, 2023 by B3Networks Academy

Each domain has a domain security policy, a set of guidelines designed to protect an organization's information systems and data from security threats. It defines the rules and procedures that employees and systems must follow to ensure the confidentiality, integrity, and availability of information. A well-defined security policy helps mitigate ris

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

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

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

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.

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

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

CpaaS Fax - Overview

Published August 14th, 2024 by B3Networks Academy

The overview tab under CPaaS fax provides the following details to the user: Label of the selected fax (editable) Subscription UUID (click to copy) Members (click on edit to add members, up to 50 members can be added) Assigned numbers Limitations File size should not exceed the 35 MB limit Supported formats are: PDF, PNG, JPG, JPEG File Orientation:

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 Omnichannel tab Click on Agents Click on Performance Change Date Range Change the Date range f

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,

FAQ - Frequently asked questions about CPaaS Microsoft Teams Direct Routing

Published May 28th, 2023 by B3Networks Academy

What is CPaaS Microsoft Teams Direct Routing? CPaaS Microsoft Teams Direct Routing 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 suit t

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

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

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

SIP Registration Logs

Published January 9th, 2025 by B3Networks Academy

Overview The SIP registration feature is designed to streamline troubleshooting by identifying whether failed calls result from SIP account registration issues. This tab provides critical details that simplify diagnostics and improve system reliability. The SIP registration information includes: SIP Domain: Identifies the domain tied to the SIP acco

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 (

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

Check Usage History

Published May 19th, 2023 by B3Networks Academy

To check the usage history of your account, follow the steps below: Click on the Profile icon Go to Manage Organization 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 Note All usage reports use timezone UTC to align with billing.

Organization Overview

Published August 26th, 2024 by B3Networks Academy

Overview Tab The Overview tab supports the ability to view and edit Organization Information, Billing Information, Buyer Tags, and the option to Suspend or Delete an organization. Create a New Organization While creating an organization, there are 2 types of account ownership for selection: Ownership type Customer: Service provider needs to request

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

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

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

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

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

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

Call Transaction Logs

Published December 16th, 2024 by B3Networks Academy

This feature allows users to search for specific call transactions and view a comprehensive summary along with detailed call logs. By providing a clear overview of call activities, it helps users analyze call details and identify any potential issues for further troubleshooting or review. Users will be able to search by for an organization by any of

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

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

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

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

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

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

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

Event - Developer Outgoing Call Made - Developer Call

Published February 18th, 2025 by B3Networks Academy

Developer Outgoing Call Made - Developer Call Trigger a flow when an outgoing call is triggered via SDK The SDK call is basically in-app call Compatible with Project - Workflow, Voice

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.

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

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.

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

Blacklist

Published October 15th, 2024 by B3Networks Academy

In this tab, you can Block email, number or IP addresses from contacting your Omnichannel. Only owner and admin with Phone System permission having Phone System + Contact Center license can do configuration. How to configure: Go to Phone System Select System view Select Omnichannel Go to Blacklist tab Click on Add button Select Email/Phone number/I

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

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

Check Call Recording History

Published May 24th, 2023 by B3Networks Academy

To check and 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 browse the call transaction Play or Download the Call Recording File Note: Unlimited storage for 1 year on the Unified Histo

Compliance

Published June 9th, 2023 by B3Networks Academy

Overview Compliance page can be accessed via Communication Hub. The main objectives of this page is: DNC lookup: check the DNC status of numbers Activity logs: check the activity status of numbers Access Control This page is only accessible for the users who have: DPO add-on license DNC add-on license To access the Compliance page, follow the step

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

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

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

Email

Published November 14th, 2024 by B3Networks Academy

Manage your organization's emails for outbound communication from your organization for better security and authentication. Sender Domain: Allow verifying sender domains for secure outbound communication. When adding a sender domain, users can optionally specify a Mailfrom domain. If not specified initially, it can't be added later. Mailfrom domain:

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

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

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

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

Call Groups

Published May 24th, 2023 by B3Networks Academy

Create a Call Group In order to create a call group, follow the steps below: Go to Phone System > View - System Go to Call Groups > Create Key in a Group Key > Group Label Choose Ring Mode: Ring All - Simultaneous Ring:When a call comes in, all users in the Extension List ring simultaneously. Sequential: Each extension is rung in order, sta

Connect VOPTech to SIP

Published May 23rd, 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 > Click SIP 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 browser To get

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

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

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

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

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

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.

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

Change Billing Details & Billing Emails

Published May 30th, 2023 by B3Networks Academy

Overview Your company billing details will appear on your invoices and all system emails. Change Billing Information If you want to change your account information, follow the steps below: Click on the Profile icon Go to Manage Organization Choose Address tab Edit info Update Note: For Stripe topup, a warning message will be displayed if the billin

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

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

Delete or 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

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

WhatsApp Dashboard

Published September 2nd, 2024 by B3Networks Academy

View WhatsApp Dashboard Verify that you have the necessary permissions from the Dashboard Permission Group to access this page. Click on the Dashboard icon to navigate to the page Available Template: Conversation Description: Monitors statistics for Omnichannel conversations. Available Widgets: Conversation Assigned Rate: Measures the rate at whic

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

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

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

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

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

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

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

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

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:

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

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:

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

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

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

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

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

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

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

Power SIP Trunk - Prerequisites

Published August 27th, 2024 by B3Networks Academy

To activate Power SIP, following licenses are required to be purchased: Base License: Power SIP Trunk Add-on Licenses: Number License(s) (*) Power SIP Trunk Concurrent Call License Note: Number must be configured in both 3rd party App and CPaaS. License Assignment To assign the Power SIP trunk add-on licenses, follow the steps below: Go to Manag

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

Bundle

Published September 3rd, 2024 by B3Networks Academy

Configuration How to Setup Bundle SKU To setup bundle SKU, please follow these steps: Go to Business Hub Click Create Bundle A new window (Create Bundle) will open Select the Bundle Product created here Enter the SKU Name Add description for the SKU (optional) Select base and add-on licenses Click Create Once the Bundle SKU has been created, you’l

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

Outbound Call

Published May 24th, 2023 by B3Networks Academy

Outbound Call is where you can choose Caller ID and DNC/Company Blacklist-Whitelist actions (if they have DNC License) for the users. Go to Phone System > Filter by: Me: if you want to manage your own extension settings Specific Teams: if you want to control the settings of your assigned teams. Click HERE for more information. Everyone: only av

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

Getting Started on Desktop App

Published May 27th, 2023 by B3Networks Academy

In order to use the Desktop App: The app must be installed. Users must log in using their organization account credentials. Note: Click HERE for the installation instructions. Logging in: In order to log in to the Desktop app, please follow the steps below: Launch the app from your desktop Fill in your Organization Account Credentials: Domain: Ser

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

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

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

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

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

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

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

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:

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

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

Connect Linksys to SIP

Published May 25th, 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 > 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

Permission Management

Published August 21st, 2024 by B3Networks Academy

Permission Group Access To view Business Hub, Admins must first be granted access to Permission Groups by the organization’s Owner. Only Admins with this access can see and access the Business Hub or Sales Hub icons on the left sidebar. Owner's View: Admin's View:

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

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

Music On Hold

Published May 27th, 2023 by B3Networks Academy

This tab is used to replace default music on hold with your own. Go to Phone System Go to Music On Hold Choose an MP3 file Save Note: After uploading an MP3 file, you can either click Upload New to upload a new file or click Revert to go back to the default music.

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

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

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

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

Homepage Tabs

Published September 10th, 2024 by B3Networks Academy

My work Inside "My work" tab agents can manage all of their assigned tickets including the tickets they have created, they're in the loop of, or they've been assigned by someone else. This feature allows agents to stay informed on tickets that may impact their work or require future action. Agents can monitor the progress of tickets, check their cu

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

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

Delegate

Published May 24th, 2023 by B3Networks Academy

Overview Call Delegation (Boss-Secretary) feature provides an easy way for Administrators (Managers/Bosses) to assign Delegates (Assistants/Secretaries) to handle calls on their behalf. It supports the following scenarios: Secretary makes outgoing calls on behalf of the Boss. Secretary answers incoming calls on behalf of the Boss. Secretary can tran

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

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 Omnichannel Go to General Tab Set Live Chat Configuration Chat Inactivity Action Auto-end assigned chat after a period of inactivity (hours):Owner/Admins can set up auto-end assigned chat after a period of inactivity

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

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

Security Events in Manage Organization

Published December 11th, 2024 by B3Networks Academy

The Security Events tab in Manage Organization provides comprehensive security logs, enabling users to monitor and track all organizational activities. This feature enhances visibility, helps identify potential issues, and ensures better accountability and security management. Permission Management Owners and Admins with Organization Settings permis

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

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

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

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 =>

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

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

Checklist: After Purchasing Direct Line

Published May 24th, 2023 by B3Networks Academy

Below is a checklist of steps to take after purchasing a Direct Line subscription: Set up call forwarding and working time Set missed call notification

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

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

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

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

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

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

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

Edit the linkages

Published May 29th, 2023 by B3Networks Academy

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

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

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

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

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.

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

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

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.

Subscription

Published September 3rd, 2024 by B3Networks Academy

Subscription Tab Once your order has been provisioned, you can review your subscription details under the Subscription tab. Go to Subscription tab Search for the particular SKU UUID Click on Subscriptions to view the Bundle Subscription you just purchased. You will see following detail here: SKU UUID SKU Name Total quantity Users can export the subs

Domain Black/White List

Published September 26th, 2023 by B3Networks Academy

Introduction This new feature allows our Partners to manage their own domain Sender ID Whitelist & Blacklist database. Logic This feature supports the following SMS Sender ID logic: If Sender ID is whitelisted in the organization (submitted to B3Networks), included in Domain Whitelist & excluded from Domain Blacklist >>> SEND Else

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

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

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

Link Organization

Published May 30th, 2023 by B3Networks Academy

Overview There are 2 types of accounts in this scenario: Owner Organization Source Organization = The account that sent out the invitation to link Org. Member Organization Destination Organization = The account that received the invitation to link Org. Configuration Note: Maximum bidirectional linked organizations is 10 accounts. Owner Organizati

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

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

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

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.

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

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

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

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

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

Top Up Policy

Published May 19th, 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

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

Audit in Contact

Published November 14th, 2023 by B3Networks Academy

Overview 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

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:

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

Published May 30th, 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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:

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.

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

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

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

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

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

General Settings

Published May 24th, 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 Phone System extension with the IP Phone license The devices must already be registered (can receive

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

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

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

Set Up Public Holiday and Working Hours

Published May 27th, 2023 by B3Networks Academy

By default, working hours are set to 24/7. If you customize working hours, all hours that aren't included in working hours are considered after working hours. Public Holiday There are 2 options available to set up Public Holidays according to specific requirements of an organization. Follow Default holiday: Incoming calls to the Auto Attendant numbe

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

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

Account Types & Privileges

Published May 30th, 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 Act

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

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

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

Call History

Published May 24th, 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

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.

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

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

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.

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

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

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

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

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

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

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

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

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

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

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.

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

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

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:

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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

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

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

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

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

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

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

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.

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

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

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

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 voicemail is 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 mess

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

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:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Form Template

Published May 29th, 2023 by B3Networks Academy

Overview The Form Template enables you to design multiple forms with customized questions specifically for customers or agents. Their responses are systematically recorded in the Form details for easy tracking and analysis. This feature helps streamline data collection and improves operational efficiency. Create Form Template In order to create a Fo

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

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

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

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)

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

User Settings Template

Published November 8th, 2023 by B3Networks Academy

Overview This feature will appear under View - System, right below the Admin Tools tab and will support the following functionalities: Mass updating of the Phone System Personal Settings Reduce the possibility of human errors when creating and uploading a CSV file Bulk Update Personal Settings Flow In order to bulk update personal settings for the

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 >

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

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

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

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

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:

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.

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

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

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

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

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,

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Add Dial Plan

Published May 23rd, 2023 by B3Networks Academy

1. What is Dial Plan? Dial plan is the expected sequence of digits dialed by subscribers to access specific telephone networks for telephone calls. 2. Configuration: By default, if you want to make an outbound call from our system, you will need to follow this standard: <country code> + <area code> + <destination>. However, to redu

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

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

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

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.

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

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

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

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

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.

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

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

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

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.

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

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.

Filter Members

Published May 30th, 2023 by B3Networks Academy

This article shows you how to search for members of an account by the following categories: Status Teams Roles Searching Bar Sort by: Name Email Extension 1. Status The system divides the user's status into 3 types: Active: The users have successfully verified their registered emails and be able to access the portal. Pending: The users haven't veri

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

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

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

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

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

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

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

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

Desktop Layout and Command Buttons

Published May 27th, 2023 by B3Networks Academy

Layout: Mac version Windows 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 quick Account

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

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

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

Inbound Call Filter

Published March 18th, 2024 by B3Networks Academy

Overview Inbound Call Filter is supported in our system at organizational level and actions will be updated at user level. By implementing inbound call filtering at the organization level and updating actions at the user level accordingly, we're enhancing the flexibility and control users have over managing their calls while ensuring consistency and

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

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

Set Up Call Forwarding

Published May 24th, 2023 by B3Networks Academy

1. Set Forwarding Number(s) To set up call forwarding, follow the steps below: Go to Direct Line subscription Choose Settings - Forwarding Rules Add a label and your real number to receive incoming calls Enable Incoming Caller ID Apply Notes: Incoming Caller ID: This option will help you recognize business calls before pick-up calls. If you do not

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

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

Set Missed Call Notification

Published May 24th, 2023 by B3Networks Academy

To set up missed call notification, follow the steps below: Go to Settings - Missed call configurations Choose notification method: Play a MP3 Play a Message Set Elapsed time Select an option at After the message Apply Upload MP3 File Play the message You can choose: Language Message Elapsed Time: the preferred ring time before a missed cal

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 ASCII characters or 70 Unicode characters. If there are more than 160 characters, a charge for multiple SMS will be applied. Message character limits and number of SMS required: 1 SMS required 2 SMS required 3 SMS required ASCII 160 characters or less 306 characters or less 459 characters or less Unico

Block Unwanted Calls

Published May 24th, 2023 by B3Networks Academy

If your Direct Line number is getting spam calls more often then you can block particular numbers in the Blacklist to stop receiving calls from those numbers Block a particular number: Settings - Blacklist Enter the number in the box Choose Block Anonymous Calls: Anonymous calls are blocked by default. Otherwise, click the Unblock icon beside the St

Send SMS Campaign

Published May 24th, 2023 by B3Networks Academy

To send an SMS Marketing campaign, follow the steps below: 1. Go to Campaign > Create campaign Notes: One SMS can have a maximum of 160 ASCII characters or 70 Unicode characters. If there are more than 160 characters, a charge for multiple SMS will be applied. Special characters such as Chinese may be considered more than 1 character. Subm

Send Quick SMS

Published May 24th, 2023 by B3Networks Academy

If you want to send a single SMS, follow the steps below: Go to Quick SMS Select sender ID Add recipient's number Compose SMS You can use merge tags to customize your SMS. You must add recipients' first or last names to the recipient list if you want to use merge tags. Send Notes: One SMS can have a maximum of 160 ASCII characters or 70 Unicode c

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

Roles in Wallboard

Published May 22nd, 2023 by B3Networks Academy

Roles There are two roles in Wallboard: Agent Supervisor Note: The role in Wallboard is defined in Bizphone, meaning a Supervisor/Agent in Bizphone is a Supervisor/Agent in Wallboard, respectively. Accessibility Agent's Access Agents can: Access their own Call log. Change their own status. Supervisor's Access: A Supervisor can access all tabs/fu

My Account Is Created, Now What?

Published May 19th, 2023 by B3Networks Academy

Thanks 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 Topup credits to use the service Add more members to help you manage the account Create Teams (o

How to create a new Org Announcement?

Published May 19th, 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, please

Change Registered Credentials

Published May 19th, 2023 by B3Networks Academy

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

Profile Menu Explanation

Published March 18th, 2024 by B3Networks Academy

Profile menu of the portal has been designed in such a way that user can get maximum information from here. The details and information available in the profile menu are:

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

Forgot Password

Published May 19th, 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.

Status Bar in Home Tab

Published August 29th, 2023 by B3Networks Academy

UI supports to display each item in Home tab according to assigned licenses of users. Details are as below: Item in Home Page Assigned Licenses Status Bar Base: Phone System Addon: None User's View: Item in Home Page Assigned Licenses Status Bar Web Phone Call icon Base: Phone system Addon: Web Phone User's View: Items in Home Page Assigned Licenses

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

Terminate Your Account

Published May 19th, 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.

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

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

Connect Zoiper for iPhone to SIP

Published May 23rd, 2023 by B3Networks Academy

For details, check Zoiper instruction here. Or follow the steps below to connect Zoiper for iPhone to SIP: Ensure that you have SlP username and password of the SIP subscriptionLogin to your account > Click SIP to see the details. Download Zoiper app from App Store Allow it to push notifications if you want to receive incoming calls Disable F

Audit System

Published July 4th, 2023 by B3Networks Academy

Overview The Audit System is used to fulfil the following objectives: Keep track of all user actions for monitoring, investigation, and security purposes Have a user-friendly interface for the users to search for any audit trails Fulfil the tender checklist of the enterprise customers How to Check Audit for Users Go to Manage Organization Choose Aud

Credit Balance

Published May 19th, 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

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,

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

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.

Enable and Disable Auto-Top Up & Subscription Renewal

Published May 19th, 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. To do so, please follow the steps below: Click on the Profile icon Go to Manage Organization Select Payment tab Toggle ON/OFF to enable/disable the Auto Top-u

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

Secure Auto-Topup and Auto-Renewal

Published May 19th, 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

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

Configure Virtual Line Flow: Record Call and Notify

Published May 24th, 2023 by B3Networks Academy

In this section, users are allowed to set: Missed call Notification via Email Missed call Notification via SMS Missed call Notification via Webhook Voicemail Missed call Notification via Email Key in the Email address that you would like to receive the Notification. Missed call Notification via SMS This allows sending an SMS to: The caller L

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)

Report

Published May 19th, 2023 by B3Networks Academy

The report tab is where users can download their custom reports (if any). 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.

Pending Invites

Published May 30th, 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 s

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

Change User Name

Published May 30th, 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.

Two-Factor Authentication (2FA)

Published May 19th, 2023 by B3Networks Academy

Two-Factor Authentication When domain/organization admin enforces 2FA for their users, they must go through the 2FA initial setup flow the next time they log in. Two-Factor Authentication provides another layer of security to your account. Once this feature is enabled, we will send a verification code to your email the next time you log in. Note You

Disable & Delete a Member

Published May 30th, 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 The disabled member can be reactivated again. In order to do so, please follow the steps below: Click on the Profile icon, choose Organization Management Select

Tax Invoice and Monthly Invoice

Published May 30th, 2023 by B3Networks Academy

We will send you Individual Tax Invoices right after all purchases including top-up, subscription, hardware. Monthly Tax Invoices only include 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, f

If You Don't Receive Any Billing Email

Published May 30th, 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: Click on the Profile icon Choose Manage Organization Select the Address tab Check: Add and verify your email if it is not on the list If it is on the list, please contact us

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

Assign Teams to Admins

Published May 30th, 2023 by B3Networks Academy

The Owner can assign created Teams to Admins so they can manage settings for their Teams. Admins can check which Teams they have been assigned to. Note: Within the Organization: Maximum number of Teams that an Admin can be assigned to = 100 Teams For the Owner: In order to assign Teams to Admins, follow the below steps: Click on the Profile icon

Introduction

Published May 30th, 2023 by B3Networks Academy

Overview In the CPaaS platform, you can have multiple accounts for different purposes at the same time. In some cases, some accounts are related to each other and you want them to be linked to easily manage and connect. Therefore, in order to support this scenario, we would like to introduce the Organization Connect. Features Once your Organizations

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

How to invite members and designate roles

Published May 29th, 2023 by B3Networks Academy

NOTE Only the Owner and Admins can invite members. Invite a Member: Log into your B3Networks account > Click on the Human icon on the left sidebar > Select Manage Organization Members > Create > Key in required info > Create: Portal Access: allow members to login to the web portal No portal Access: Does not allow members to the web

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

Inter-Organization Calls

Published May 30th, 2023 by B3Networks Academy

When your accounts are successfully linked together, you can make internal calls across multiple organizations. Configuration The linked Organizations can use similar Extension Numbers for their members. Therefore, in order to identify and route the call to the exact destination, we will need to set the Outbound Rule.Both the Owner and Member Organi

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

Suspend or 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 in the search bar. Click on the suspend icon. System will display a clear warning message to domain admins when suspending an identity who is an organization owner. Choose Yes, I'm sure to proceed. Otherwise, you may click Go back to

Claim Email Domain

Published August 28th, 2023 by B3Networks Academy

When the email domain has not been claimed, the Owner will see the below UI: Click on Claim Email Domain: Pre-fill email domain according to the Owner’s email and do not allow to edit After the Owner submits the request, show the below UI while waiting for B3 team to manually approve the request Once the email domain has been approved and claimed, s

Introduction

Published August 28th, 2023 by B3Networks Academy

Background Previously, security policies for the entire domain were set up by the Partner. But certain users may want to create their own policy so they are not subject to the same settings that apply to the entire domain. Overview This page supports to configure Security Policy at Organization level. Only owner of the organization can claim email d

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

Configure Outbound Rules

Published May 21st, 2023 by B3Networks Academy

Outbound rules are composed of the rules for: Dial plan Country whitelist Passcode CallerID plan 1. Create a new Rule Go to Bizphone app > Settings > Outbound Rule > New Rule > Key in the name of the rule and Save: 2. Change the name of the Rule Click on the Pencil icon beside the name. 3. Configure the Rule Dial Plan Dial plan is an exp

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

Action - Iterate over a List

Published May 25th, 2023 by B3Networks Academy

Introduction This action supports handling each item in the item list sent from API and can only be used to trigger a subroutine. REQUIRED INPUTS List: pre-defined from the trigger event (normally it is API - General Purpose ) Iterated Action: pre-created Subroutine . Max Allowed Iteration: the maximum number of items will be handled each time.

Configure Bizphone Gateway

Published May 22nd, 2023 by B3Networks Academy

Introduction Bizphone Gateway feature helps customers to integrate Bizphone with the existing PBX / VoiceGateway. Example: User is currently using an analog phone system. User purchases additional Bizphone service. User wants these 2 systems to work smoothly together. In this article: Legacy extensions are extensions from the old PBX system and r

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

Contact

Published May 25th, 2023 by B3Networks Academy

The Contact menu is to support the following use cases: Company Blacklist/Whitelist Personal Whitelist Permissions The Contact page is controlled by the Contact Permission Group. Owner has full access to the Contact > Company Blacklist/Whitelist Admin must be granted permission by Owner to access Contact > Company Blacklist/Whitelist Member ca

Inbound Call Filter

Published May 24th, 2023 by B3Networks Academy

This function defines what action will be taken when an incoming call to the User's assigned number. 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 assigned teams. Click HERE for more information. Everyone: only available if you are assigned to

Event - Call Ended

Published May 25th, 2023 by B3Networks Academy

Call Ended: Trigger the flow when any calls made within the account are ended. Compatible with Project - Voice.

Common Error Messages

Published May 27th, 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: “Request Failed” This error message may appear if users have input: Invalid Domain Incorrect Account credential (Sign-in ID / Password) “Unable to login” This error message indicates users: Do not have an existing Phon

Queue Management - Agent Management

Published May 23rd, 2023 by B3Networks Academy

Configuration To configure this setting, please follow the steps below: Go to the Wallboard App, choose the Queue Management tab Select a specific Queue that you want to setup Click on the 3-dots icon, choose Agent Management Fill in the required information Save Ring time per agent (in seconds) ATo set up the maximum ring time for each agent.

Agent Configuration

Published September 18th, 2023 by B3Networks Academy

This section allows the Admins/supervisors to configure settings like SLA and status detection for their agents. These settings apply to all Contact Center agents under the organisation. Go to Phone System Select System view Go to Omnichannel Select General tab Set your desired configuration for your agents Agent SLA SLA Threshold SLA Threshold is t

Overview

Published May 24th, 2023 by B3Networks Academy

The Overview tab provides the basic information of the current Users’ settings as well as their status. Directory Name, Extension Number & Assigned Numbers are managed in the Licenses tab. Current user status is changed by the End-users in Unified Workspace . Current work status is displayed based on Users’ Working Hours . Current inbound c

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.

Music On Hold

Published May 24th, 2023 by B3Networks Academy

You can configure default music on hold for your users in this tab. Go to Phone System > Filter by: Me: if you want to manage your own extension settings Specific Teams: if you want to control the settings of your assigned teams. Click HERE for more information. Everyone: only available if you are assigned to control the settings of everyone wi

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

Call Hold & Mute

Published May 27th, 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

Add IP Whitelist

Published May 23rd, 2023 by B3Networks Academy

1. What is IP address? IP address (Internet Protocol address) is a numerical label assigned to each device participating in a computer network for communication. IPv4 Address: AAA.BBB.CCC.DDD (start 0.0.0.0 to 255.255.255.255) By default, SIP trunk allows all IP source. 2. Configuration: The IP whitelist defines the IP addresses which can make calls

Numbers

Published May 24th, 2023 by B3Networks Academy

Overview In CPaaS platform, there are 2 types of numbers: Mobile number Fixed Line number 1. Mobile Number Categories There are 2 types of Mobile numbers (MSISDN): Physical SIM: In this implementation, the subscriber will be using physical mobile equipment (cellphone, mobile phone, smartphone,..) that has either a physical SIM card or an e-SIM. Virt

FAQ - Frequently Asked Questions

Published May 25th, 2023 by B3Networks Academy

Question 1: Scenario: Secretary: Working hours are 9 AM - 6 PM, Monday - Friday She is on the delegation list of the Boss Boss: Working hours are 24/7 His inbound call setting is to ring the delegation list Question: Will the secretary receive the calls from the boss after her working hours? Answer: The incoming calls will always forward to the sec

Call History

Published May 27th, 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,

App Settings

Published May 25th, 2023 by B3Networks Academy

Overview Settings tab is the place for Users to manage their own phone system setups, including: User Status Call Forwarding Ring Devices Inbound Call Outbound Call Configuration 1. User Status Users can change their Status to the following options: Available Busy Away Offline 2. Call Forwarding Users can manage their Call Forwarding list with the b

Devices

Published May 27th, 2023 by B3Networks Academy

Devices tab is where you can manage your activated devices. # Device Name Ring Device 1 Mobile B3works Mobile App 2 Desktop B3works Desktop App 3 IP Phone IP Phone 4 Web Phone Unified Workspace Web Phone 5 Microsoft Teams Microsoft Teams devices 6 SIM Physical Mobile SIM To configure, please follow the steps below: Go to Phone System, choose the Dev

Call Recordings

Published May 27th, 2023 by B3Networks Academy

Call Recordings tab is where End-users can configure their Call Recording settings. Note: Only users that the Admin allows to set Call Recording will see this tab. In order to set up the Call Recording feature, please follow the steps below: Go to Phone System, select the Call Recording tab Toggle ON/OFF to choose to record Incoming/Outgoing call

Inbound Missed Calls

Published May 27th, 2023 by B3Networks Academy

This tab is used to define which action will be taken when you miss a call. Go to Phone System Go to Inbound Missed Calls Configure actions will be taken when there is a missed call with the status: Reject Unanswered Choose an MP3 file Save Reject When there is an incoming call to your devices but you reject the call, the following actions will be t

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

Numbers Management

Published August 14th, 2024 by B3Networks Academy

Numbers tab under Manage Organization helps manage all organization's numbers in one place. Permission Management Organization owner and admin with Organization Setting & People permission group can overview and edit Number tab. Login to the organization's portal Go to Manage Organization Select Numbers tab User can filter by: Service (Assigned

Inbound Call Filter

Published May 27th, 2023 by B3Networks Academy

This function defines what action will be taken when an incoming call is made to the User’s assigned number according to the Caller ID. There 2 main rules to follow: First Rules Customer Inbound Call Filter 1. First Rules By default, the Inbound Call Filter comes with two default rules that can be adjusted but cannot be removed: Allow internal call

Make an outgoing call

Published May 25th, 2023 by B3Networks Academy

In order to make outgoing calls, please follow the steps below: Click on the Calls button Select a number from: Contact list Extension list Dial an external phone number Make an Inter-organization Call Note: Before making an inter-organization call, make sure that the user is assigned to the Outbound Call Rule that has the Organization Connect Pre

Outbound Call

Published May 27th, 2023 by B3Networks Academy

Outbound Call is where you can: Choose Caller ID Set DNC/Consent Checking action Configure Speed Dial 1. Caller ID Caller ID can also be changed from the Mobile/Desktop App (if any) Caller ID can be: Private (if Admins allow using) Identity: Users’ assigned numbers Users’ registered numbers Call Group: The numbers of the groups that users are in

B3Networks Fax Availability

Published January 16th, 2025 by B3Networks Academy

Overview By default, purchasing any number in the B3Networks portal comes with fax capabilities.However, this alone does NOT guarantee reliable delivery. This information will serve as a guide for subscribers to decide if our numbers paired with fax services is the right fit for you. The success of sending out and receiving Fax is solely dependent

Mobile App Installation

Published May 25th, 2023 by B3Networks Academy

Note: You need an active Phone System license to sign in and use the app. Mobile App is the one application that allows you and your team to call, chat, and collaborate from anywhere on the mobile. This App can work on either iOS or Android software. Installation instruction: iOS System requirement: Compatible with Arm64 12 to 17. Apple Store:

Get Started

Published May 25th, 2023 by B3Networks Academy

In order to use the Mobile app: 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 app on your phone Step 2: Enter your Organization Account Credentials Login Credentials: Domain: Service provider's domain. Sign ID: Regis

Delegate

Published May 27th, 2023 by B3Networks Academy

Overview Call Delegation (Boss-Secretary) feature provides an easy way for Administrators (Managers/Bosses) to assign Delegates (Assistants/Secretaries) to handle calls on their behalf. It supports the following scenarios: Secretary makes outgoing calls on behalf of the Boss. Secretary answers incoming calls on behalf of the Boss. Secretary can tran

Licenses and Provisioning

Published June 14th, 2023 by B3Networks Academy

Licenses The following licenses are required for CPaaS SIP Trunk: Base SIP Trunk N/A Add-On SIP Trunk Concurrent Call * N quantity (up to 300) / base * This Add-On will be billed according to the pricing model setup by our Ops Team Add-On IP Authentication Mode 1 quantity / base Add-On High Availability 1 quantity / base Add-On Number N quantity (n

Call Transfer

Published May 25th, 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

Answer an Incoming Call

Published May 25th, 2023 by B3Networks Academy

1. Pick up a call When there is an incoming call, the User’s phone will ring along with a pop-up notification. Press: Blue button to accept the call. Red button to reject the call. For internal calls to an extension, you can now see who the call is directed to. 2. Talking and ACW During the Talking state, you will see an “End Call” button and for

Call Hold & Mute

Published May 25th, 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

3-way Conference Call

Published May 25th, 2023 by B3Networks Academy

3-Way Conference Call feature lets users talk with 2 participants at the same time using the Mobile app .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 organiz

Call Pickup

Published May 25th, 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 grou

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 In order to send a direct message to one person: Click on the ( ☰ ) icon > click on the (🔍) icon Search for a specific user Send message 2. Pin a Direct message

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 a Message In the first 30 minutes after sending a message, users can edit/delete it if necessary. Press and hold a message to see the actions menu

Incoming Call Rule

Published May 23rd, 2023 by B3Networks Academy

Overview 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 it is a number calling overseas. Therefore, this Incoming Call Rule will help override how the recipients see the C

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

Filter Members

Published May 18th, 2023 by B3Networks Academy

This article shows you how to search for members of an account by the following categories: Status Teams Roles Name 1. Status The system divides the user's status into 3 types: Active: The users have successfully verified their registered emails and be able to access the portal. Pending: The users haven't verified their registered emails. You can r

Answer an Incoming Call

Published May 27th, 2023 by B3Networks Academy

Upon logging in to the 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. For internal calls to an extension, you can now see w

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

Call Transfer

Published May 27th, 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

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.

Invite Members and Designate Roles

Published May 30th, 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

Introduction

Published May 29th, 2023 by B3Networks Academy

Portal Settings is where you can configure settings for the CPaaS portal and customize different policies for customers. By default, most of the initial settings are done upon creation of the Domain. However, if you want to make some changes or additions, for example, to your domain’s Theme, Settings, Portal configuration, your Tax, your Security P

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

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

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

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

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

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

Call Pickup

Published May 27th, 2023 by B3Networks Academy

Introduction Call Pickup is the feature that allows you to answer the calls for your colleagues when they are unavailable. Pickup calls of any extension 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# Mac version Wi

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

Checklist: After Purchasing BizPhone

Published May 21st, 2023 by B3Networks Academy

Below is a checklist of steps to take after purchasing a BizPhone subscription: Understand types roles in Bizphone Configure Outbound rule Configure an Extension Assign DID to extension (if you have DID) Assign Call Recording license to extension (if you have Call Recording license) Assign DNC license to extension (if you have DNC license) Configur

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. The caller's name and number are

Activate SMS Sender Name Customization Service

Published May 24th, 2023 by B3Networks Academy

SMS Rebranding service allows customers to use a customized Sender Name as SenderID when sending out an SMS from SMS Marketing app or Wallboard app (Post Call Survey feature). 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

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

Remote Support

Published December 16th, 2024 by B3Networks Academy

Overview The Remote Support tab allows users to access the customer organization to provide support and help in troubleshooting. This feature allows for 2 types of support: Managing Customer Accounts Themselves: Partners directly manage their customers' accounts. Remote Login to Customer Accounts: Partners remotely login to customer accounts to perf

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

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

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

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.

Call Recordings

Published May 24th, 2023 by B3Networks Academy

Call Recordings tab is where you can configure Call Recording settings for your users who have Call Recording License. Go to Phone System > Filter by: Me: if you want to manage your own extension settings Specific Teams: if you want to manage the settings of your assigned teams. Click HERE for more information. Everyone: only available if you

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

Audit

Published November 9th, 2023 by B3Networks Academy

Overview The audit system helps monitor user actions for security, investigations, and compliance, providing a transparent record of all activities. The system allows for user-friendly search functions, permission-based access, and a detailed breakdown of actions and actors. The purpose of this tab is to track configuration and management actions wi

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

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

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

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.

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

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

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

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

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 (

Make an outgoing call

Published May 27th, 2023 by B3Networks Academy

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

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

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

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

Call Forwarding

Published May 27th, 2023 by B3Networks Academy

Call Forwarding is a feature that allows you to forward incoming calls to any alternate numbers or other organization extension numbers. To set up, follow the steps below: Go to Phone System, select the Call Forwarding tab Users have to select from one of the options: User or Phone Number Call Group User or Phone Number There will be a drop down men

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

Webhooks

Published May 18th, 2023 by B3Networks Academy

Developers can receive HTTPS notifications on certain event occurrences. For example, to receive notification after a call ends. The notification containing information like the talk duration of the call will be sent to the Developer’s Webhook endpoint accordingly. Click HERE for more information. In order to register the Webhook, please follow

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

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

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

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

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

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 gain a Secondary SIP Account in addition to the Primary SIP Account, enabling support for two systems simultaneously when using Load Balancing or Auto Fail-over mode. The default mo

Remove Credit Card information from the account

Published May 19th, 2023 by B3Networks Academy

In order to remove the stored credit card from your account, please follow the steps below: 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 remove the credit card

If Your Account Was Suspended

Published May 19th, 2023 by B3Networks Academy

Accounts are usually suspended because of security reasons such as compromised account, suspected fraud cases, abuse, etc. To reactivate your account, please contact us.

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

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:/

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

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

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

Configure a Workflow

Published May 27th, 2023 by B3Networks Academy

Notes: 1 Auto Attendant license is equal to 1 Workflow only. Only the Owner and the granted Admins can access and configure the Auto Attendant workflow (Click HERE to know how the Owner can grant access to an Admin). 1. Configure a workflow In order to start configuring the Auto-Attendant workflow, follow the steps below: Go to Auto Attendant S

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. Agent List 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: User Status

Order

Published September 3rd, 2024 by B3Networks Academy

How to Create & Complete Order To create an Order for your customers: Go to Sales Hub Search for the organization by typing any of the following in the search box. Org UUID Org name Purchased Number Customer Reference External Contract Click on Create Order Select the Product Type Hardware Service Bundle Connector App Select the Order Method Nor

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

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

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

Connect Power SIP Trunk to 3rd Party App Providers

Published August 27th, 2024 by B3Networks Academy

Overview When using CPaaS numbers with a third-party app provider, the goal is to integrate communication functionalities directly into the third-party application. Integrating CPaaS numbers with third-party app providers allows businesses to enhance their communication capabilities efficiently and effectively. By leveraging CPaaS, companies can bui

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

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

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

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

Teams View

Published May 25th, 2023 by B3Networks Academy

Display a list of teams in View to make it easier for the admin/owner to check or set up team members. Select Phone System Select View From the Drop Down list => Select your Team 2. Create a Team To create a new Team, follow the steps below: Click on the Profile icon Go to Manage Organization Select Teams tab Click Create Add Team Name Create Cli

Inbound Missed Calls

Published May 24th, 2023 by B3Networks Academy

Inbound Missed Calls page is where you can configureinbound missed callsettings for your users. Go to Phone System > Filter by: Me: if you want to manage your own extension settings Specific Teams: if you want to manage the settings of your assigned teams. Click HERE for more information. Everyone: only available if you are assigned to manage t

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

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

Malaysian Regulatory Requirement for sending SMS to Malaysia

Published May 24th, 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

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

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

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.

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

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

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

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.

Change Payment Account/Credit Card Details

Published May 19th, 2023 by B3Networks Academy

If you want to pay by another credit card, follow the steps below: 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 credit card Top up

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 Note: While transfe

Create Teams

Published May 30th, 2023 by B3Networks Academy

Create teams and assign them to Admins so they can manage Application Settings for themselves as well as the members within their teams. 1. Privileges Privileges Owner Admins - who are granted to manage the whole organization Admins - who are assigned to manage specific Teams Create team ✅ ✅ ❌ Add members ✅ ❌ ✅ Note: Visit this link for the instr

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

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)

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

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

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

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

Power SIP Trunk - Introduction

Published August 27th, 2024 by B3Networks Academy

Power SIP Trunk is designed to streamline the onboarding process for external telcos and application providers onto our platform, fostering seamless participation and collaboration.Our focus is to ensure an exceptional experience for our partners, simplifying the journey from integration to operation.Traditionally, end users have had to source SIP

Change User Role

Published May 30th, 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 To transfer the ownership of an organization, follow the s

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

Connect Zoiper for Android Phone to SIP

Published May 25th, 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 > Account to see the details. Download Zoiper app from Google Play Store Open the app and go to Config > Accounts Select Add Account > Yes > Manual con

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

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

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.

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

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

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

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

Call Waiting

Published May 27th, 2023 by B3Networks Academy

Overview Call waiting is a Phone System feature where a user can accept a second incoming call by placing an in-progress call on hold—and may also switch between calls. Users can choose one of the following options: Ignore the second callThe user is able to ignore the second incoming call and keep talking on the line. Reject the second callThe user

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,

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.

Change Password

Published May 19th, 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

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

Change Status

Published May 24th, 2023 by B3Networks Academy

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

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

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)

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

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

Change Account Information

Published May 19th, 2023 by B3Networks Academy

In this section, you can set how you would like your account to be displayed: Click on the Profile icon, choose Manage Account Choose Information Tab Edit: First Name Last Name Choose how your name will appear on your profile Time zone Update Once you successfully edit your account information, your name will be updated in the whole Organization acc

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

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.

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

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

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

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

Unassign/Reassign Numbers

Published August 14th, 2024 by B3Networks Academy

To unassign or reassign a number, follow the steps below: Go to Manage Organization Select Numbers tab Click on the Edit icon Select Service Select the assignee Click Unassign / Reassign Done

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

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

Handle a created Case

Published May 29th, 2023 by B3Networks Academy

You can do the following actions for a create case: Edit and Update Comment Create related cases Copy link Close case Share case Watch Activity View Edit and Update To edit a created case: Click on the Pencil icon at the section that you want to edit. Choose: Save changes to update Cancel to discard Comment To comment on a created case: Go to the C

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

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

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

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

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

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

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

Create a Support Ticket

Published October 24th, 2024 by B3Networks Academy

Omni-Channel Configuration for Support Ticket Prerequisites License Base: Phone System Addon: Contact Center + Support center + Team chat Role Owner + Admin: Supervisor Supervisors must be assigned a Contact Center + Team chat addon license to access Member: Agent Agents must be assigned Contact Center + WhatsApp + Team chat addon license to handle

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

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

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

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