Frequently
asked questions

Frequently
asked questions

Salesforce

Bullhorn

CloudCall
Reporting

CloudCall
General

CloudCall
Messaging

CloudCall
App

Help with CloudCall Communicator

3 ARTICLES

This article will help you if you have the CloudCall Communicator installed on a Windows device, and when you go to open the application it doesn’t do anything. Please try the solutions in order they appear.

Resolution 1: Open from Task Tray

Step 1: In the bottom right of the screen (near the date & time), find the Communicator icon.

open communicator.png

Step 2: Right click the icon, then select ‘Show the Phone’.

open communicator 2.png

Step 3: The Communicator will now be visible on your desktop.

open communicator 3.png

Resolution 2: End Task from Task Manager 

Step 1: On your keyboard, press Ctrl + Alt + Del at the same time.
From the Menu that appears, Select Task Manager.

task manager.png

Step 2: Click ‘More details’ in the bottom left.

task manager 2.png

Step 3: From the background processes section, find ‘CloudCall Communicator’, click on it, then click ‘End Task’.

task manager 3.png

This is simple….
From your toolbar find the CloudCall Communicator icon (remember it’s red). Right click and select “Show the phone”

right click on toolbar

Once this option has been selected a your CloudCall Communicator window will open.

User-added image

Please note, the answer button is not supported if you have multiple registrations. For example if your desk phone and soft phone are both registered with your CloudCall account number. Through CloudCall U, this will display a grayed out button, this is because CloudCall does not know where to connect the call to. To rectify this issue, please un-register your CloudCall account number from one of these devices. If CloudCall Go! is registered in addition to these two devises this button will continue to be grayed out.

BACK TO TOP

Help with CloudCall Reporting

7 ARTICLES

Yes, you can schedule the following report types:

  • CDRs Report (Please note: This is not currently available to our Australian customers)
  • Contact Report
  • Staff Report
  • Non-Connected Calls Report
  • Call Categories Report

To schedule a report, follow these steps:

  1. In the navigation pane on the left hand side of the CloudCall Portal, click on Reporting and then select Scheduled Reports.
  2. Click on the Schedule a report button to add a new schedule.
  3. A new window will display allowing you to configure your new report:
    • Report name – Give your schedule a name that will appear on the scheduled reports list.
    • Report Type – select which report you want to schedule.
    • Email to – enter the email address of the intended recipient.
    • Un-Zip Password – specify a password to be used for the Report. The report will be delivered in a ZIP file and the password you specify here will be needed to open it.
  4. Click Next to define your required report criteria (the report type you have selected will determine which of the following options you will have available):
    • Account/Group – allows you to filter the report based on a single account number or on a particular department.
    • Call Direction – which types of calls do you want to report on.
    • Time frame – what time frame do you need your report to cover:
      • Daily – report all of yesterday’s activity.
      • Weekly – report all of last week’s activity.
      • Monthly – report all of last month’s activity.
      • Custom – allows you run a specific report at a particular point in time, for example, you may want to run a very large report that may take too long to generate as a live report, using this option you can setup the report to run in the background and be delivered to you when it is complete.
    • Contact – Filter the results based on a specific contact or phone number.
    • Report Structure – choose either a summarised or detailed report output.
    • Call Category – specify which call category to include in your report.
  5. Click Next to specify when to run the report:
    • If you selected a Daily report, this is the time each day that the report runs based on the previous day’s call activity.
    • For a Weekly report, this will be the time that the report runs every Monday, reporting on the previous 7 days (Mon to Sun).
    • For Monthly, the report will run at the specified time on the first of every month, detailing the prior months call activity.
  6. Click Next to confirm your report settings. Your report will now be listed in the Current Scheduled Reports table on the right hand side.

You can edit or delete any of the existing report schedules by selecting the appropriate button under the Actions column.

Call Recordings – Displays all recorded calls from a specific time period. It gives you access to listen to and download call recordings. You can filter this by agent or search by number to find a specific call recording.

Calls Overview – Presents a graph of call durations in particular period and the total number of incoming, outgoing and forwarded calls. Can be displayed in a graph or table and the time frame is customisable.

CDRs Reports – Displays all calls made and associated call charges. This allows you to see all of your call charges, or the cost of any particular call, essentially this is a fully itemised call list. 

Contact Reports – Overview of all calls made to your specified contacts during a particular time frame. This is useful for searching for all calls made to a particular person.

Call Categories Reports – Overview of categorized calls within a certain time period. This is handy if you want to check which category is used the most\least, what calls have been categorized etc. (Please note: This is not currently available to our Australian customers)

Non-Connected Calls Reports – Shows you all calls made or received that were not answered, filterable by time frame, account and contact.

Staff Reports – Displays a summary table of all of your accounts call activity with various customisable in various ways, with different graphical charts and export options.

Scheduled Reports – Allows you to schedule any of the above reports to be sent to a specified email address in CSV format.

Dashboards – The real-time dashboard gives you a broad visual overview of your call and user activity. This is great for overviewing your daily call statistics and/or running on viewable monitors around your office(s).

  1. In the navigation pane on the left hand side of the CloudCall Portal, click on Dashboards and then select Custom Dashboards.
  2. Select the Dashboard Builder tab and follow the on screen Setup Wizard.

When you have finished building your dashboard you can launch it directly from the Saved Dashboards tab or take a copy of the URL so that it can be loaded onto another PC.

Note: Call Recording Permissions are located in a different part of the CloudCall Portal: 

  1. In the navigation pane on the left hand side of the CloudCall Portal, click on Reporting and then select Scheduled Reports.
  2. Click on the Schedule a Report button.
  3. Follow the on screen Wizard and when complete your report will appear in the Current Scheduled Reports panel.

New Do Not Disturb presence state
Block out the distractions and get stuff done.

Our new Do Not Disturb presence status redirects all calls coming into your registered devices, sending them on to a forwarding number or voicemail service depending on your individual user call routing configuration.

All previous statuses are still available and below is a handy guide to refresh you on what they do…

User StatusAutomatic Call Distribution
Calls routed through an Inbound Campaigns		Direct Dial
Calls delivered direct to the users CloudCall account		Colour Indicator
AvailableUser is available to take calls from automatic call routing queuesUser is available to take calls on their direct dial numberGreen
OfflineUser will not receive any calls from automatic call distribution queuesUser is available to take calls on their direct dial numberRed
Do Not DisturbUser will not receive any calls from automatic call distribution queuesUser will not receive any calls on their direct dialGrey
BusyUser will not receive any calls from automatic call distribution queuesUser is available to take calls on their direct dial numberRed
On a CallUser will not receive any calls from automatic call distribution queuesUser is available to take calls on their direct dial numberRed
In Wrap UpUser will not receive any calls from automatic call distribution queuesUser is available to take calls on their direct dial numberOrange

There are of course still a number of customisable ‘Busy’ statuses available in the portal so your organisation can be more specific about various agent states. For more information, please speak to your CloudCall administrator.

Please note this feature is only available on the latest version of CloudCall, if you are unsure if you have access to this please contact your CloudCall administrator.

Although we do not have an alerting mechanism for calls that have not been logged, CloudCall does offer the ability to make certain field mandatory within compatible plugins. This is configured in the settings of the plugin you are using, e.g. Salesforce or the CloudCall Chrome extension.

If Call Categories have been specified as mandatory our dashboards and reporting will also offer you some insight into how many “uncategorised” calls have been made.

BACK TO TOP

Help with the CloudCall app

1 ARTICLES

Yes. Please refer to How do I forward my calls? for the specific steps on how to do this.

You should ensure that your Answer Mode is set to either Ring, forward, voicemail or Ring then forward.

BACK TO TOP

Help with Salesforce

4 ARTICLES

To enable the Play Recording Function in Salesforce Lightning on your Task screens, you will need to do the following:

  1. Go to Setup
  2. Click Customize
  3. Go to Activities
  4. Then choose ‘Task Page Layouts’
  5. Click ‘edit’ on the first page layout you need to edit 
Edit Task Screen

6. Click on the ‘Mobile & Lightning Actions’ item in the editor

LEX actions

7. Use the search bar in the editor to find the ‘Play Recording’ action

Play Action

8. Now drag this action into the Mobile and Lightning action section within the main screen editor.

Lightning Section

9. Press Save and repeat on other page layouts if required.

You have now made the Play Recording function available to your Lightning Users.

You are able to grant login access for our support team by following the below steps:

1. Click on your icon in the top right of Salesforce and then click Settings

Personal Settings

2. Then choose Grant Login Access from the menu on the left

Grant Login Access

3. Now find the item for CloudCall Support

CloudCall Support

4. Choose the length of access you would like to provide

Length of Access

5. Click Save. This will now provide access to CloudCall Support to help with your issue.

Save

Due to Salesforce disabling support for formula fields using Java in the Winter ’18 release, the formula field that you may be using in your related lists for playing call recordings now no longer works.

We have had to remove this from our package currently and are planning a replacement field that provides you with the image and text you are currently used to but does not play the call recording.

To provide the play call recording button in Salesforce, you can still enable the custom buttons we have on the task page layouts (if you are using Classic), or if you are using Lightning, you can How Do I add the Play Recording function in Salesforce Lightning.

BACK TO TOP

Help with Messaging

3 ARTICLES

Use the invite button from the main menu of CloudCall messaging to invite your colleagues to CloudCall messaging and your org.

By inviting other individuals onto your org you can send instant messages to these people. This is great for staffing companies and is fully integrated into Bullhorn. Users can streamline their internal and candidate communications within one easy-to-use interface.

Send instant messages and coordinate with colleagues and teams from within Bullhorn.Toggle with one click to begin saving relevant and valuable conversations to candidate, client and job records.

Select the Invite button and simple complete the form on screen with their contact information. Once completed, you colleague will receive a validation email.

Within the video library is sections of bite sized videos covering:

  • User Setup
  • Basic call functions
  • Voicemail Drop (recorded templates that you leave to your caller’s voicemail)
  • SMS (no content yet)
  • User Menu (no content yet)
  • Installation (no content yet)

Link to Library: https://cloudcall.wistia.com/projects/uiy2839n5l

Please note the below features are not supported with the Vincere integration yet:
Broadcast (bulk texting) & Power Dialer 

Within the video library is sections of bite sized videos covering:

  • Setup
  • Basic call functions
  • Voicemail Drop (recorded templates that you leave to your caller’s voicemail)
  • Call hints / tips
  • Power Dialer (speed up calling / make more calls by uploading a tearsheet / hotlist)
  • SMS (Texting one on one)
  • Broadcast (Texting one to many using tearsheet / hotlist)
  • Individual Chrome extension settings

Link to Library: https://fast.wistia.net/embed/channel/so7lzvlthg

BACK TO TOP

Help with Bullhorn

5 ARTICLES

If not all of your organsation have upgraded to the Bullhorn Novo experience, your users using Bullhorn S are still able to use CloudCall Classic.
All users using Bullhorn Novo will need to upgrade to the CloudCall U solution.

Within the video library is sections of bite sized videos covering:

  • Setup
  • Basic call functions
  • Voicemail Drop (recorded templates that you leave to your caller’s voicemail)
  • Call hints / tips
  • Power Dialer (speed up calling / make more calls by uploading a tearsheet / hotlist)
  • SMS (Texting one on one)
  • Broadcast (Texting one to many using tearsheet / hotlist)
  • Individual Chrome extension settings

Please note the below features are not supported with the Vincere integration yet:
Broadcast (bulk texting) & Power Dialer 

This uses the Chrome Extension.

  • On a call,
  • Navigate to the bottom,
  • OPTIONAL: use the hold button (pause icon) if you wish to speak to other person privately,
  • Click the ellipsis (3 dots),
  • Select add participants,
  • Find colleague to add to call and click the right hand icon to add them (or switch to the contacts tab and find / add phone number to add to the call)
  • OPTIONAL: if you put someone on hold, don’t forget to unhold their call row.

When this button is selected on an inbound or outbound call your click device will auto answer allowing you to take the call without touching your device, please note if you Do NOT have a headset attached this may answer on a load speaker option.

Please also note if your click device supports auto answer, for example a softphone or some Yealink handsets, your call will automatically be answered and you may not see the answer button on your CloudCall calling window.

This is displayed as “Unknown Contact” in your CloudCall Calling window.

BACK TO TOP

Help with Local Presence

1 ARTICLES

A conference call is a normal telephone call but allows for more than 2 participants to be connected at the same time.

There are 2 methods of conferencing available with CloudCall.

The first option, usually allowing a maximum of 3 participants, is initiated by your handset. Most SIP devices support conferencing but you should check with the manufacturer guidelines for your specific device.

Alternatively, if you need the facility to host larger conference calls you can utilise the CloudCall Conferencing service. This will allow you to host conference calls for up to 10 simultaneous participants.

To check if you have this facility, please log into your CloudCall Portal and goto Conferencing under the Configuration menu.

If you do not currently have this facility enabled and would like to find out more, please contact your Account Manager or email support@cloudcall.com and we will direct your query to the correct person.

BACK TO TOP

Help with Billing

1 ARTICLES

  1. In the navigation pane on the left hand side of the CloudCall Portal, click on Billing and then select Payments/Invoices.
  2. In the panel on the right hand side locate the invoice you wish to view and select View PDF.

BACK TO TOP

Help with CloudCall

1 ARTICLES

This uses the Chrome Extension.

  • On a call,
  • Navigate to the bottom,
  • OPTIONAL: use the hold button (pause icon) if you wish to speak to other person privately,
  • Click the ellipsis (3 dots),
  • Select add participants,
  • Find colleague to add to call and click the right hand icon to add them (or switch to the contacts tab and find / add phone number to add to the call)
  • OPTIONAL: if you put someone on hold, don’t forget to unhold their call row.

We’ve created a guide on everything SPAM. View FAQs and how to register numbers via the SPAM websites here.

BACK TO TOP

Need more help?


Check out our dedicated
support ServiCe >>>>

CloudCall Support