Welcome

What this is

You've got a phone system. This guide walks you through setting it up and running it day to day, with click-by-click instructions you can hand to any team member.

The first seven chapters — the Quick Start — get you taking calls in about an hour. The rest is a reference: turn to it when you need to add a new feature, troubleshoot something specific, or train a new team member.

What you can do here

Your phone system handles:

• Phone calls — incoming and outgoing, on desk phones, mobile apps, or your computer
• Voicemail — with email delivery, transcription, and shared boxes
• Auto-attendants — "Press 1 for sales, press 2 for support" menus that route callers automatically
• Call queues — for multi-agent support or sales lines, with hold music, position announcements, and reporting
• Ring groups — multiple phones ringing at once for a team
• Phone numbers — local numbers for any US area code, plus toll-free
• Faxes — send and receive without a fax machine, all through email or the dashboard
• Outbound campaigns — auto-dial contact lists for sales or notifications (use responsibly — TCPA applies)
• Recording — every call recorded, searchable, with text transcripts
• Analytics — call volume, queue performance, agent productivity

How the dashboard is organized

The top of every page has a navigation bar. Each menu item leads to one feature area:

• Dashboard — your home page; overview of everything
• Extensions — your users' phone lines
• Phone Numbers — the public numbers people call you on
• Call Flows — visual builder for routing inbound calls
• Ring Groups, Queues, Voicemail — call-handling features
• Phones — the desk phones, softphones, and mobile apps you've registered
• Fax — inbox, outbox, send/receive
• Campaigns — outbound auto-dialer
• Users — people who can log into this dashboard
• Settings — everything else

Two roles, lots of permissions

Every person who logs in has one of two roles:

• Tenant Admin — sees and changes everything
• User — sees only what their custom role allows

If you're reading this and you're the only one logged in, you're probably an admin. If you're an employee given limited access, your dashboard may show fewer items than this manual describes.

Custom roles let you say "this person can edit voicemail boxes but not change billing." We'll cover that in Users & Roles.

How to read this guide

Read the Quick Start in order. After that, jump to whatever you need.

The left sidebar is a clickable table of contents. Use it. It always shows where you are in the manual and what's around it.

If you'd rather read offline or print this, every page has a Download PDF option that gives you the entire guide as a single document with cover, contents, and page numbers.

Where to go for help

Your service provider runs this phone system on your behalf. They handle support — billing questions, broken features, "I can't make calls" issues, all of it.

Their support email is in the footer of every page in this manual.

For questions that aren't urgent, this guide is the first place to look. The search-friendly layout means most "how do I..." questions are answered here.