Support Hub for Admin Portal
- OSS/BSS Answers
- App Model - Organization Management
- App Model - Communication Apps Answers
- License Model - Organization Management
-
License Model - CPaaS Solution Answers
Phone System - Admin Guide Phone System - End-user Guide Mobile App Desktop App Web Phone Auto Attendant - Admin Guide Developer Hub - Admin Guide Microsoft Teams Operator Connect - Admin Guide Microsoft Teams Direct Routing - Admin Guide Contact Center - Supervisor Guide Contact Center - Agent Guide Omni-Channel SIP Trunk CPaaS - SIP Trunk CPaaS Fax Contact Dashboard Campaign File Explorer
- Integrations Answers
- Updated Regulations
- Ideas Portal
Table of Contents
Introduction
Support Hub is designed to cater to the needs of both B3Networks and our trusted partners. This feature promises to be a game-cha
nger in simplifying and expediting the support process.
- This feature is displayed on the left sidebar for both B3Networks and Partner to support and troubleshoot for their customers.
- All necessary information will be displayed based on the TXN UUID to help the Support Team identify the issue faster and reduce the troubleshooting time.
- This feature is displayed in Admin Organization under License Model.
Access Control
- Owners can always access Support Hub
-
Admins require access for Permission Group by the Owner in the Manage Permissions tab.
When enabling the permission, the Admin can:- Access Support Hub
- Manage and perform all actions within Support Hub
Note:
Support Hub Permission Group is only applicable for Admins Role
How to Use
Call Transaction Logs
- Users will be able to search by Org Name or Org UUID first and then TXN UUID
- Advanced search: This allows the users to filter logs via:
-
Time Range
- Today
- Yesterday
- Last 7 days
- Last 30 days
- Last 1 year
- Specific date time
-
Call Type
- All
- Incoming
- Outgoing
- Forwarding
-
Call Result
- All
- Answered
- Unanswered
- Busy
- Cancel
- Blocked
- Failed
- Delegated
- search by Number/Extension
-
Time Range
- The transaction log result is divided into 2 sections:
- Summary: To describe the possible issue of the call (if any) and the suggested solution
- Call Log: To draw complete logs of the call with the all the necessary information related to that log
Call Transaction Logs Details:
System will display the following information (where applicable):
View More Details (Expand into a new popup inside the blue box)
SMS Transaction Logs
- Users will be able to search by Org Name or Org UUID, then users could go through the Advanced Search.
- Advanced search: This allows the users to filter logs via:
-
Date Range
- Today
- Yesterday
- Last 7 days
- Last 30 days
- Last 90 days
- Specific date time
-
SMS Type
- All
- Incoming
- Outgoing
-
SMS Status
- All
- Queued
- Sent
- Delivered
- Delivery Failed
- Rejected
- Delivery Expired
- search by sender Name/Recipient/Message ID
-
Date Range
SMS Transaction Logs Details:
We’ll display the following information (where applicable)
Pass Validation for SMS Transaction Logs:
For SMS logs, the SMS passes through a system validation checklist from User to System (please see below screenshot). In order to pass the system validation stage, the transaction needs to pass all the below-stated checks:
- Message is too big: (REJECTED_MSG_TOO_BIG)
- The destination is not supported yet: (REJECTED_DEST_NOT_SUPPORTED)
- Sender and recipient are the same: (REJECTED_DEST_SAME_AS_SENDER)
- Sender name is not valid: (REJECTED_INVALID_SENDER_NAME)
- Content of the message is blacklisted: (REJECTED_BLACKLIST_CONTENT)
- The route is not found: (REJECTED_ROUTE_NOT_FOUND)