Toto Communications Toto Lynx™ Web Admin User Guide

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1 | Toto Lynx™ Bringing Value to Wireless Toto Communications Toto LynxWeb Admin User Guide v.0815

Transcript of Toto Communications Toto Lynx™ Web Admin User Guide

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v.0815

Bringing Value to Wireless

Toto Communications

Toto Lynx™

Web Admin

User Guide v.0815

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Table of Contents

Welcome ................................................................................................. 3

What is Toto Lynx™? ............................................................................... 3

Let’s Get Started ..................................................................................... 3

Toto Lynx™ Web-based Admin Panel ...................................................... 5

Sign in Screen ....................................................................................... 6

Overview Tab ....................................................................................... 7

Account / Users Tab ............................................................................. 8

Answer Groups Tab .............................................................................. 9

Opening Hours Tab ............................................................................ 13

Messages Tab ..................................................................................... 14

Advanced Tab .................................................................................... 15

Statistics Tab ...................................................................................... 19

Video Resources.................................................................................... 20

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Welcome

Welcome to Toto Lynx™ – the mobile private phone system for your business. We look forward to a long relationship together and are ready to help your business get the most out of Toto Lynx™.

Toto Communications was originally established in 2007 to provide cellular services.

Toto Communications works with companies around the world to find best of breed software that brings value and efficiencies to business. Our innovation starts from wireless transport, and from there we develop cloud based applications that bring unique solutions to areas like Call Management, Fleet Management and Workforce Management.

By constantly improving processes, Toto Communications makes mobility your partner, not your problem. We can do things that carriers and competitors cannot, and you gain the benefit.

What is Toto Lynx™?

Toto Lynx™ is your mobile call management system, giving your employees and business teams the means to connect the way you work in today’s mobile world. No more hardware, no more wires – and with more features than your legacy phone system. All for one low per-user price.

Cut the cord – and connect your team!

Let’s Get Started

Just like Toto Lynx™, this Guide is simple and brief. Toto Lynx™ is a powerful suite of robust capabilities. We want to ensure you get the full value out of Toto Lynx™ so your business can communicate more effectively, compete more powerfully, and of course - save costs.

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Toto Lynx™ is built around three important tools which this Guide will walk you through:

1. Toto Lynx™ Mobile Application (See separate Mobile App User Guide) 2. Toto Lynx™ web-based Admin Panel 3. Toto Lynx™ web-based Switchboard (See separate Switchboard User Guide)

Also included are links to online resources for additional help and information.

For example, here is our FAQ sheet and here is a video of the team that brought you Toto Lynx™!

Now Let’s Get Started!

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Toto Lynx™ Web-based Admin Panel

Your dashboard is the Administration panel that allows you to easily configure and customize all the features Toto Lynx™ has to offer. Your Administration panel can be found here:

http://www.totolynx.com/ - Click the “Log-In” button on the upper right-hand side:

Your User ID is your mobile phone number and your Initial Password was provided to you by your Account Admin. (Note: you should have received the password via email from Toto Lynx™ directly.) The Admin web is used by a company Administrator to configure the call flow of the main number(s).

Available settings include:

Opening hours Voice messages Overflow destinations Assigning attendants to Answer Groups.

Note: Only the Account Holder and Users with Admin privileges can log into the Admin panel.

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Sign in Screen

Welcome to Toto Lynx ™

Your system is now live!

Your company Admin web solution has the following available Tabs:

Overview Opening hours Answer Groups Users Messages Advanced Statistics

Let’s access the Admin panel. This is where you log in with your Mobile Phone number and password to enter the Toto Lynx™ Admin panel. Again, you will have received your log in details via email.

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Overview Tab

The Overview Tab lists all the Answer Group Participants and shows the status of the attendants (logged in / logged out).

See “This is your solution” which is the Account Overview - This is where you will see your account configuration.

o You have your Main Numbers listed as well the features configured to that number.

There are two different templates that can be assigned to a main number:

o Answer Group

The Answer Group template is based on a queue. Incoming calls are distributed among all attendants assigned to and logged into that queue. A caller will be placed in the queue and hear music on hold until an attendant becomes available. The Administrator may also configure a welcome message and periodic messages for the queue. In addition to the queue there is an opening hour check and a configurable overflow destination if the call is outside the opening hours or there are no attendants to handle the call.

o Auto Attendant

The auto attendant is an IVR (Interactive Voice Response) template where the caller is played an announcement, and may then choose one of the possible destinations configured. The initial announcement and all possible choices are manageable by the company Administrator.

* When you click “Change” to edit configuration – it will take you to the Advanced Tab – which will be covered in the User Guide.

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Account / Users Tab

There are two views of the Account/Users Tab, as illustrated below:

Above is the first view which shows User Details – which the Account Holder and

Administrator (Admin Users) see. The Admin User can edit User information, as well as delete current Users.

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The second view is of Account Details – which ONLY the Account Holder sees. They can see this view as well as the first view.

o Account Holders can, change their email/password, update/view billing info, transfer the account, cancel the account, add/delete Users and add/delete numbers.

o Only the Account Holder can edit all User details, as well as add/delete Users.

The Administrator defines whether the User should have Administrator rights.

Answer Groups Tab

In this Tab a list of all Answer Groups for the company is shown in the left menu. On the right, new Answer Groups can be created and existing Answer Groups may be deleted.

The left menu has all the Answer Groups that have been configured and also has an entry called Participants - when this is selected the global list of participants and their global status is shown (similar to the list in the Overview Tab).

For User Guide purposes, we will view the “Sales” Answer Group.

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Answer Group Settings

You can edit the name of the Answer Group by clicking the edit icon.

You can decide the answer order in which the participants of this Answer Group should be called.

You can turn Users on/off in the Answer Group. *You can only turn them “On” if they are “Logged on” in the Overview Tab.

You can also configure the ring time and wrap-up time o Ringing Time: How long each call attempt

towards the participant should last before the call attempt is terminated and the call is setup to the next participant in the list.

o Wrap-up time: If a wrap-up time is configured, the attendant will be given some time after a call is ended before another call is distributed to him/her.

You can also add participants to existing Answer Groups in this section.

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Message Settings:

This is where you use the messages that were uploaded in Messages Tab.

An optional welcome message might be selected – this is the message the customer will hear when calling this Answer Group.

Waiting in the queue/music on hold can also be configured here.

Different queue functionalities can be activated/deactivated by selecting/deselecting the checkboxes.

o Include queue: By selecting this option calls will be held in a queue if no attendant is available. Otherwise calls will be forwarded to the over flow destination

o Offer callback in queue: Gives the User the option to be called back by the system when an attendant becomes available.

o Forward rejected calls to Overflow destination: When this option is selected an attendant manually hits “decline or “reject” on the phone will not be forwarded to other attendants, but will be forwarded to the overflow destination.

o Periodic message: Plays a periodic message for callers waiting in the queue – with the music on hold.

We will show you how to configure the Overflow destination on the next page.

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Overflow Settings:

The Overflow handling of calls not answered by the Answer Group can be configured here. Available choices are: o Forward to announcement: A standard

overflow message and the list of announcements that you have uploaded is shown. This message typically tells the caller to call back at a later time when experiencing a high call volume.

o Forward to Answer Group: This box will contain the list of all of your Answer Groups that calls can be forwarded to, if the called Answer Group is busy with other customers.

o Forward to new Answer Group: Here a new Answer Group can be created and used as overflow destination. Note: Don’t forget to add Users to any new Answer Groups.

o Forward to participant: The box will contain the list of employees for the customer to choose to have calls forwarded to.

o Forward to corporate voicemail: When this option is selected, unanswered calls will be sent to a corporate voicemail, and customer voicemails will be sent to the email address you provide.

Make sure to always hit “Save” after changing any configurations.

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Opening Hours Tab

In this Tab Opening Hours and Holidays can be configured.

o Opening hours/holidays are configured for each Answer Group separately.

o To edit your Opening Hours – mouse over the right of the box and click the edit icon - once opening hours are chosen click “Save”.

o “Add Exception” are holidays/special dates for which you would like to configure opening/closing times.

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Messages Tab

In this Tab all Messages available to the customer are listed. All messages will be listed for

selection in the specific drop downs in Answer Group configurations.

o The first section shows the Messages that you have uploaded. New and custom messages can be uploaded here. Note: only wav and mp3 files are supported.

o The second section shows the Standard Announcements that are shared by all customers.

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Advanced Tab

In this Tab you can edit the configuration of available Company numbers.

A list of all Company numbers is displayed along with a summary of each number. This summary is the same as shown in the Overview Tab. The right screen is shown when a main number is selected from left menu.

On the right are two types of main numbers supported. We illustrate two Company numbers configured in different ways)

o Simple Answer Group

o Auto Attendant

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Note that when you click on the “Change” button in the Overview section of the Advanced Tab, you will arrive at the screen below:

In this above pop-up screen you will see another ‘Change” button which allows for configuring the Opening Hours, Outside Opening Hours, and Change the Setup sections. Note that these choices are also accessible via the Opening Hours Tab from the main screen.

It is possible to switch between the Answer Group and Auto Attendant in the last section of this screen.

Note these entries appear in the left menu when a main number is selected; the first entry shows what happens within the opening hours, and the second entry shows what happens outside of opening hours.

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Here the overflow handling of calls not answered by the Answer Group can be configured.

Available choices are: o Forward to announcement: A standard overflow message and the list of

announcements that you have uploaded is shown. This message typically tells the caller to call back at a later time when experiencing a high call volume.

o Forward to Answer Group: This box will contain the list of all of your Answer Groups that calls can be forwarded to, if the called Answer Group is busy with other customers.

o Forward to New Answer Group: Here a new Answer Group can be created and used as an overflow destination. Note: Don’t forget to add Users to any new Answer Groups.

o Forward to Participant: This box will contain the list of employees you can choose to have calls forwarded to.

o Forward to Corporate Voicemail: When this option is selected, unanswered calls will be sent to a corporate voicemail, and customer voicemails will be sent to the email address you provide.

Make sure to always hit “Save” after changing any configurations.

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Now let’s look at how to configure your Auto Attendant.

In order to get to your Auto Attendant configuration screen, click the Advanced Tab then select Auto Attendant and click ‘Save’. On the left-hand side you will see your Auto Attendant function ready for configuration. Once clicked, the Auto Attendant menu appears on the right. (The screen below appears after you select the Auto Attendant and click Save)

The auto attendant is an IVR template where the caller hears an announcement, and may choose one of the possible destinations configured for the Auto Attendant.

The menu choices can be configured in this screen for a Company Number that is configured as an Auto Attendant:

o First the announcement can be selected. The drop down will contain the list of announcements uploaded by the Admin User.

o The table shows the menu choices configured for the Auto Attendant. You can add new Destination types using the button ‘Add choice’.

o You can also pick how calls are handled if there is no action by the person.

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Statistics Tab

This Tab offer statistics for the Company Number traffic.

To generate statistics, select a start date/hour and an end date/hour. A pop-up calendar is available for easier entry.

You have two options for viewing statistics:

1. Select ‘HTML’ to quickly view results in your browser window

2. Select ‘Excel’ to create and download a csv file for retrieving in Microsoft Excel and generating reports from.

There are two types of statistics:

1. Attendant statistics: Each attendant is listed, showing statistics for the call attempts to the attendant from the Answer Group(s).

2. Queue Statistics: When selecting Queue statistics another box is shown, with a choices to pick an Answer Group. The report shows statistics for the calls to the selected Answer Group. Also ‘click to call’ from the switchboard is included in the report.

We know you will enjoy the benefits Toto Lynx™ brings to your business communications. Please don’t hesitate to contact us at [email protected], or via our website at http://www.totocomm.com with any questions.

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Video Resources

The following table contains links to videos used to promote Toto Lynx™, walk new Users through demonstrations, and case studies.

Click on the Title to launch each video. Note: You must be online to access videos. All video is high-definition. For smooth playback ensure you have a fast connection.

Title Purpose Description

Who is Toto Communications?

Promo Brief Overview of Toto Communications

What is Toto Lynx™? Promo Brief description of Toto Lynx™

Toto Lynx™ for Business? Promo What Toto Lynx™ offers

Anticipation Promo Our very 1st teaser with Nadia cutting the cord

Toto Lynx™ Admin Tutorial

Demo New User Tutorial on Toto Lynx™ web-based Admin panel

We know you will enjoy the benefits Toto Lynx™ brings to your business communications. Please don’t hesitate to contact us at [email protected], or via our website at http://www.totocomm.com with any questions.