We offer 3 landline packages:
4,000 minutes/agent/month £19.99 (+vat)
7,000 minutes/agent/month £29.99 (+vat)
8,500 minutes/agent/month £34.99 (+vat)
NOTE, the packages are only for 01/02/03 area codes, all other calls are charged extra.
Bear in mind that 4,000 minutes per month essentially means talk-time of about 3 hours a day, while 7,000 minutes is about 5.4 hours a day, and 8,400 minutes is 6.5 hours a day.
The ‘minutes per agent’ is per agent and cannot be used by other agents.
If you run out of minutes in the month you account will auto-topup with £x.xx (to be decided by the customer) and an admin fee will be applied.
Credit can also be added to your account however please note this can only be done through our payment page.
Unused package minutes at the end of the month are lost and do not roll over.
The value paid for additional calls rolls over to the next month.
Please note:
• | There is a 99p fee to add any extensions/users to your account. |
• | Calls to mobiles are charged at 3p per minute also. |
Dialing
Dialing is done via the FIVE CRM Agent (click here to download) and within the dialing method drop down you will need to choose FIVECRM VoIP.
The dialing method selection within FIVE CRM’s user profile can be either IP command or URL scheme.
Please Note: When using the URL Scheme in Chrome this can often result in Chrome asking whether the user would like to open it each time. This can however be whitelisted in the Registry.
This programme needs to be always running and should auto-start with Windows.
When opening the softphone you will see a popup for the username/password. FIVE CRM will provide you with the login details for the your customer portal, within here you will be able to check and edit your users details.
Once logged in the softphone can remain minimised in the background.
Incoming calls
To check and setup incoming calls you will need to open the file FIVE CRM VOIP.ini (found in the FIVE CRM Tools folder)
Check the value of the entry for cmdIncomingCall= this should be set to the location where the FIVECRM Tools are located plus incomingcall.exe. For example:
cmdIncomingCall=C:\Users\Public\Documents\fivecrm\incomingcall.exe
Please click here to find out more information.
The Customer Portal
The URL is: https://fivecrm-voip.co.uk
Example login:
Username: joe.bloggs@fivecrm.com
Password: Example123!
Changing password
Your username and password are created when your customer account is first setup. On the customer portal login screen you can use the ‘Forgot your password’ link to reset it, or once logged in you can go to ‘Your Account > Profile’, and change the password on this screen.
Checking account balance
The account balance is shown at the top right just above the grey bar
Checking package minutes used
Click on Topup (top right) then Call Packs.
Below is shown a list of extensions and how many minutes they have used in the current month.
Call recording
Go to VoIP > Users > [user extension] > SIP User Details
Select the ‘Call Recording’ option on the right side
Caller ID
To use an existing number without transferring it:
Go to VoIP > Numbers > Alternative Caller ID
Click on Request Caller ID and follow the instructions.
Caller ID / CLI
Go to VoIP > Users > [user extension] > SIP User Details
Select the Number to present from the dropdown on the right side
Listen / Whisper / Barge Permissions
Go to VoIP > Users > [user extension] > Call Monitor
Set options as required for:
Monitor other SIP Users-
Listen
Whisper
Join [barge]
Allow other SIP Users to monitor-
Listen
Whisper
Join [barge]
Inbound call routing
Go to VoIP > Routing > Call Routes
To set when each Call Route should be used you need to set the Time Diaries:
Go to VoIP > Routing > Time Diaries
Follow the on-screen instructions.
Viewing calls and call recordings
Go to VoIP > Calls > Call history
Restrict international calls
Go to VoIP > Calls > Restrictions
Select Yes or No
Shortcodes
Go to VoIP > Config > Shortcodes
Shortcodes take the form of *10 and are sent to the phone system via the softphone. The functions that shortcodes can perform are:
• Change the active call route on a number
• Join a live call take place on an extension
• Listen to extension
• Modify Outgoing Caller ID
• Park or resume a call
• Pause or resume call recording
• Pick up an incoming call to an extension
• Pick up any incoming call
• Play an audio file to the caller
• Record a new audio file
• Toggle your queue group availability
• Whisper to the user on an extension
The option to Play an audio file to the caller can be used for “voice drop”. This is where the agent dials and gets a voicemail, and rather than say the same thing each time they can press a button and a pre-recorded message will be played for the voicemail.
To enable the functions on the Agent Call Status screen, shortcodes need to be created for Listen to extension, Whisper to the user on an extension, and Join a live call take place on an extension.
Audio files
Go to Voip > Audio > Audio
Use this option to upload or record audio files for use either on voice drops or voicemails.
Setting up buttons to do Voice-Drop in FIVE CRM
1. Set up shortcodes in Customer VoIP portal
Eg. set *10 for voicemail message 1
set *11 for voicemail message 2
set *12 for voicemail message 3
2. Create buttons in a Callguide to put on a Panel.
This example is assuming the IP dialing method is being used, if you are using the URL scheme instead replace http://127.0.0.1:7777/ with fivecrmdial:
The HTML code in the Callguide would be:
<html> <head> <title></title> </head> <body><br /> <input name="btn1" onclick="$('#statusBar').load('http://127.0.0.1:7777/?dial=*10');" type="button" value="Play message 1" /> <br /> <input name="btn2" onclick="$('#statusBar').load('http://127.0.0.1:7777/?dial=*11');" type="button" value="Play message 2" /> <br /> <input name="btn3" onclick="$('#statusBar').load('http://127.0.0.1:7777/?dial=*12');" type="button" value="Play message 3" /> <br /> </body> </html> |
Setting up buttons to do Call Transfer in FIVE CRM
1. Create buttons in a Callguide to put on a Panel.
This example is assuming the IP dialing method is being used, if you are using the URL scheme instead replace http://127.0.0.1:7777/ with fivecrmdial:
Eg. To set a button to transfer a call to 01249566010 use the following HTML
The HTML code in the Callguide would be:
<html> <head> <title></title> </head> <body><br /> <input name="transfer1" onclick="$('#statusBar').load('http://127.0.0.1:7777/?dial=transfer:01249566010');" type="button" value="Transfer to 01249 566010" /> </body> </html> |
Call Recordings in FIVE CRM
A call Guide can be inserted onto the panel view that will store and hold call recordings for the telephone numbers present on the account the user is in. Please note that if a telephone number is removed from the account any call recording links for that number will be lost, therefore we advise to keep any old numbers in another field for us to refer to.
Local Presence
Local Presence is where the CLI presented to the call recipient is a number with an area code that is local to the recipient. To set this up you will need to:
1. | Subscribe to as many telephone numbers as needed to handle the geographic areas to be called. |
2. | Configure the inbound call routing for each of those numbers. |
3. | Configure a shortcode in the Portal for each of the numbers. The option to select is “Modify Outgoing Caller ID” and then pick the appropriate telephone number to use. |
4. | Create a Project in FIVECRM for each of the numbers. |
5. | Set the Prefix for each Project to be * plus the shortcode. For example if the shortcode is *10, set the prefix to be **10. |
6. | In FIVECRM assign the data to the appropriate Project. |
Now when dialing, FIVECRM will automatically use the appropriate shortcode as set in the Project, which means the appropriate CLI will automatically be used.
Agent Call Status Screen
In FIVE CRM go to: Tools > User Statistics > Agent Call Status
This screen shows the call status of all agents.
Listen-in
Click on a name in the second column headed Status: On Call
A popup will show with two buttons:
Listen
Cancel
Click Listen and FIVECRM will send the relevant shortcode via the softphone to initiate listening-in to a call.
To stop listening-in click the hangup button on the softphone or click another agent.
Whisper and Barge
While listening-in to a call click the name again. This time a dialog will show with three options:
Whisper
Barge
Cancel
To stop click the hangup button on the softphone or click another agent.