1. User

This section allows users to add, edit or delete extensions, cost centres, departments, divisions and sites. 

Extensions are automatically detected when a call is made to or from an extension. Once they are detected, the extensions from the phone system synchronise with the software, so there is no need to manually add usernames, cost centres, departments and divisions to extensions.

It is also possible to synchronise manually using the Phone System Sync and Database Sync buttons:

  • Phone System Sync:  All extension information such as extension number, name, department and site can be synchronised from the phone directory into the call reporting portal using the sync option. This sync feature is automated, scheduled to run every 4 hours.
  • Database Sync:  A database sync will add all extension numbers into the call reporting portal once there has been activity on an agent’s handset.