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Desktop App Admin Portal

Updated: 11/9/2019 4:34 AM

The Admin Portal in Desktop App is available for the Super User (SU) and Account Administrators (AA) to manage all services and features on the account. There are five main categories found in the left navigation pane.

Phone SystemManage all features and settings.
AccountReview account details, company address, PBX settings, and locations.
StoreView additional services, features, and plugins available for your account.
ServicesView services on the account.
ReportsView call activity on your account.

Click Go to App at any time to access personal settings such as Messages (in-app text messaging only), Calls, Voicemails, and Contacts.

Phone System
Admin Dashboard

The Dashboard provides quick access to configure key features on your account.

System StatusProvides a brief description of the following and directs the customer to that portion of the System Status page if clicked:
 
  • Features
  • Mobile
  • Online Account
  • Voice
UsersThe number of users on your account.
ExtensionsDisplays the number of Extensions on your account.
Keep Your NumberTransfer your number from another company to Vonage.
Help OptionsClick Help (top right) to access the following:
 
  • Support
  • Contact Us
  • Request Assistance

User-added image

Account Summary

Displays a list of all extensions and phone numbers on the account, including extension type and plan.

Account Summary Landing Page
  • Click Add New Service to add additional extensions to the account.
  • Click any extension to edit properties.

NOTE: An Admin can return to the Desktop App from the Admin Portal by clicking Go to App (top right).

Users

View and manage users on your account by adding or editing users, resending the new user email, and resetting passwords.

Admin Dashboard ViewDisplays the number of users on the account. Click View All Users to see the full list of users.
Users Landing Page
  • Refresh the view, Print a list of users, and Export a list of users.
  • Click Bulk Edit to edit multiple users at one time.
  • Add Users and assign an available extension at the same time.
  • Change the Super User (visible to Super User only).
  • Hover over a user for options to DeleteResend New User EmailReset Password or Edit a single user.
NOTE: The Reset Password link a user receives expires in 24 hours. When expired, the user is prompted to click "Forgot Your Password".
Edit Users
Basic Info
  • First / Last Name
  • Username
  • User Type
  • Password/Confirm (only displays for your user)
  • Email/Confirm
  • Secret Question (only displays for your user)
  • Contact Numbers
Settings and Permissions
  • User Type
  • Please update me with important service announcements.
  • Check this box to NOT allow this user to login to the web portal.
  • Allow this user to set and block the outbound caller id for extensions.
  • Allow this user to manage Call Blocking rules for their extension(s)
  • Allow this user to send texts from any number assigned to the Virtual Receptionists with Business Inbox.
Extensions
  • View Assigned Extensions
  • Change Default Extension
  • Assign or Unassign Extension
Personal FaxNot available at this time.

Edit Tools

Hover over a User and click the Trash icon to delete, Circle icon to resend new user email, Key icon to reset the password, or the Pencil icon to edit.
Extensions

Apply basic settings that specify how inbound and outbound calls are handled, set Call Forwarding options, add phones or move a phone to a different extension, and manage Voicemail options.

Admin Dashboard ViewDisplays the number of extensions on the account.
Extensions Landing PageSearch by extension or Filter by extension type.
 
  • Click Add New to add additional extensions.
  • Click the Print icon to print a list of all extensions.
  • Click Export to Excel to save a list as a CSV file type.
Basic Settings
  • Do Not Disturb
  • Extension Number
     
    • Click Tag icon to Set Custom Tag
  • Set Location
  • Assign a User
  • Assign a Direct Dial Number
  • Call Continuity
     
    • Exclude from Dial by Name Directory
    • Display Status in Busy Lamp Fields
    • Block International Dialing
  • Call Screening
     
    • Call Announce
    • Screen Menu
  • Outbound Caller ID
     
    • Block Outbound Caller ID
Call ForwardingIf Forward Calls is disabled, option to set voicemail ring duration displays. If enabled, options to forward calls display:
 
  • Send to Ext. or Number
  • Follow Me
  • Simultaneous Ring
DevicesView account device information.
Voicemail
  • Voicemail Enabled/Disabled
  • Voicemail Pin
  • Send Voicemail to Email
     
    • Confirm Send Voicemail to Email
    • Delete Voicemail After Sending Email
    • Play Automated Voicemail Prompt
  • Name Greeting
  • Unavailable Greeting
  • Busy Greeting
     
    • Out of Office Greeting
  • Exiting Voicemail Options
Edit Tool
Edit Tool
Hover over an existing Extension and click the Pencil icon to edit.
Line Appearance

Monitor, answer and place calls from other extensions from your desk phone.

Line Appearance Landing Page
  • Search for existing Line Appearance.
  • Click Add New to add Line Appearance.
Add Line Appearance
  • Select an extension.
  • Choose either Shared Line Appearance or Busy Lamp Field.
  • Select where to display.
  • Select extensions to monitor.
Edit Tool
Edit Tool
Hover over an existing Line Appearance and click the Pencil icon to edit, or Trash icon to delete.
Phone Numbers

See a list of all numbers on your account with the ability to manage options.

Phone Numbers Landing Page
  • Search for numbers on the account.
  • Click Print icon to print a list of all numbers.
  • Click Export to Excel to save a CSV file containing phone numbers on the account.
  • Click Bulk Edit to manage multiple numbers at the same time.
  • Click Add New to add additional numbers.
Custom Tag ConfigurationThe Super User and Administrators can set a Tag name, record an Announce Greeting, and enter a Google Analytics - Profile ID.
Edit Tools
Edit Tools
Hover over a phone number for editing options:
 
  • Remove from Use (x)
  • Change Caller ID (hashtag)
  • Change Custom Tag (tag)
  • Update Call Continuity service (handset).
Virtual Receptionist

An automated answering system that offers a range of options to handle and route inbound calls. You can edit or delete an existing Virtual Receptionist (VR) or add a new VR by clicking Add New.

VR Landing Page
  • Search for Virtual Receptionists on the account.
  • Click Add New to add additional Virtual Receptionists.
Add a New Basic VRClick Add New. Complete the Basic VR workflow.
 
  • Virtual Receptionist Name
  • Virtual Receptionist Extension Number
  • Set Location
  • Virtual Receptionist Phone Number
  • Try Live Operator First
  • Set a List of Options
  • Record a Greeting
  • Create and Manage Custom Call Tags
Add a New Advanced VRClick Add New. Complete the Advanced VR workflow.
 
  • Virtual Receptionist Name and Extension
  • Virtual Receptionist Telephone Numbers
  • Set Location
  • Virtual Receptionist Schedule
  • Manual Schedule Override
  • Try Live Operator First
  • Virtual Receptionist Options
Edit Tools
User-added image
Hover over an existing Virtual Receptionist for options:
 
  • Click the Delete icon to delete.
  • Click the Calendar icon to set a manual override.
  • Click the Copy icon to duplicate.
  • Click the Pencil icon to edit.
Call Groups

Direct incoming calls to ring a list of up to 28 extensions either sequentially or simultaneously. You can edit existing Call Groups by using the Edit tool.

NOTE:  Call Groups will only be visible when the feature is purchased as an add-on to the account.

Edit Existing Call GroupsSelect an existing Call Group to edit and select the applicable Edit tool.
Basic Settings
  • Extension Number
     
    • Click Tag icon to set a Custom Tag
  • Call Group Name
  • Set Location
  • Assign Direct Dial Numbers
     
    • Do Not Display this Extension in the Dial By Name Directory
  • Select Call Group Extensions
  • Dialling Properties
     
    • Blast
    • Sequential
    • Duration
  • Name Greeting
  • Call Screening
     
    • Enable Call Screening
    • Call Announce
    • Screen Menu
Voicemail
  • Use This Group's Voicemail Box
  • Use the Specified Extension's Voicemail
  • Forward to Extension After Ringing Call Group
  • Play Greeting and Disconnect
Edit Tool
Edit Tool
Hover over an existing Call Group and click the Pencil icon to edit.
Paging Groups

Page a group of phones by dialling a specific extension number. All extensions assigned to the paging group will hear the message through their phone's speaker. Click Add New to add additional Paging Groups to your account.

NOTE:  Paging Groups will only be visible when you purchased it as an add-on to your account.

Edit Paging Groups

Click on an existing Paging Group to make changes.

  • Extension
  • Paging Group Name
  • Set Location
  • Paging Group Extensions
Edit Tool
Edit Tool
Hover over an existing Paging Group and click the Pencil icon to edit.
Call Queues

Incoming calls are placed in a queue until an agent is free to answer the call. Callers hear music and/or prompts while they wait for an agent. Click Add New to add additional Call Queues to your account.

Basic Settings
  • Call Queue Extension Number
    • Click Tag icon to Set Custom Tag
  • Call Queue Name
  • Set Location
  • Select Direct Dial Numbers
  • Agent Login Code
  • Pause Between Calls
     
    • Do not Display this Call Queue in the Dial by Name Directory
  • Name Greeting
  • Voicemail Options
  • Caller Opt-Out Handling
  • Call Announce
Agents
  • Assignment Strategy
  • Select Agent
Hold Music
  • Playback Mode
  • Audio Files
Prompts
  • Audio Intervals
  • No Agents Available Configuration
     
    • Forward Calls to an Extension
    • Play Greeting and go to Voicemail
    • Play Greeting in Continuous Loop
    • Play Greeting Once and Hang up
View StatusView statistics of the call queue:
 
  • Call Queue Agents
  • Callers Waiting
  • Callers Connected
  • Agent's Name, Tier, and Extension
     
    • Log agents In/Our
    • Move agent to the front of the queue
  • Refresh Button to update the view
Status Tool
CQ Icons
Hover over an existing Call Queue entry and click the Magnifying Glass icon to view queue information, or the Pencil icon to edit.
On-Demand Recordings

Record calls by dialling a particular number. Each extension has 15 hours of recording time with the option to email, download and delete recordings.

NOTE:  On-Demand Recordings will only be visible when you purchased the service as an add-on to your account or it is part of your calling plan.

On-Demand Recordings Dashboard
  • Extension
  • Filter By
     
    • Last 24 Hours
    • Last 7 Days
    • Last 30 Days
  • Your Recordings Usage indicator
  • Bulk Edit

NOTE: Super User and Admins cannot view recordings for extensions they are not assigned to. The Recycle Bin, Edit Recording Settings, and Bulk Edit only display for the Super User or rule owner.
Search Recordings
  • Calling name, calling number, or called number
  • Call direction: all calls, inbound calls, outbound calls, and internal calls (Intra-PBX)
  • Call Date Between: set a date range
  • Recording Owner
  • Length of call
  • User notes
RefreshClick to refresh the page.
Recycle BinPreviously deleted recordings
Edit Recording Settings
  • Record All Calls
  • Select Legal Disclaimer
     
    • No Disclaimer
    • Audible beep every 15 seconds
Bulk EditManage multiple recordings at the same time.
Add NewAdd Company Call Recording Additional Hours.
Company Recordings

Create rules to specify which calls are recorded whether inbound, outbound, specific phone numbers or extensions. The first time you visit Company Recordings, a welcome message appears to help guide you in Adding Rules.

NOTE:  Company Recordings will only be visible when you purchased the service as an add-on to your account or it is part of your calling plan.

RecordingsSearch, Play, Download, Delete, Bulk Edit, and Share recordings.
Recording RulesDelete, Copy, Enable/Disable, and Edit rules.
Add Rule
  • Rule Name
  • Recording Direction
     
    • Inbound Calls
    • Outbound Calls
    • All Activity on One Extension
  • Percentage of Calls to Record
  • Rule Owner
  • To All PBX Devices or Specific Numbers
  • From All Numbers or Specific Numbers
     
    • Include calls with No Caller ID
  • Call Length
     
    • Entire Call
    • First 2 Minutes
  • Legal Disclaimer
     
    • No Disclaimer
    • Audible beep every 15 seconds
    • Play a disclaimer message before a call
    • Record or upload a new message
  • Start and End Date
     
    • Never Expires
    • Days of Week to Record
Audit Log

Search or review event details such as date, type of activity, and the name of the user.

Permission MgtDelegate permission to Account Administrators to manage their own recordings and rules, and/or the recordings of other users.
 
  • Select an Account Administrator
     
    • Create, edit and delete own rules
    • Play own recordings
       
      • Forward, download and delete own recordings
    • Play other people's recordings
       
      • Forward, download and delete other people's recordings
Manage Storage
 User-added image
Allows you to set the option to automatically add 250 additional hours when existing recordings fill the available recording time.

An Admin can also recover deleted recordings from the Recycle Bin within 7 days. 

Call Monitoring

Listen in on calls, whisper to the user being monitored, or barge into the call to join the conversation. You can also view which extensions are allowed to monitor another extension. 

NOTE:  Call Monitoring will only be visible when you purchased the service as an add-on to your account or it is part of your calling plan.

View Audit LogThe Audit Log saves and displays all call monitoring activity. A Super User and Administrator can track sessions by:
 
  • Event Type
  • User Name
  • Monitored User
  • Start and End Date
Edit Call Monitoring
  • Extension
  • Extension PIN
  • Legal Disclaimer
  • Choose extensions to monitor
Status Tool
Edit Tools
Hover over an existing Call Monitoring entry and click the Magnifying Glass icon to view which extensions are able to monitor other extensions or the Pencil icon to edit permissions.
Call Blocking

Block inbound or outbound calls, as well as exempt select numbers from being blocked by other users. There is no limit to how many numbers can be blocked. 

Quick RulesAn Administrator can make selections to block inbound and outbound calls.
 
  • Quick Rules
     
    • Block Calls from Callers without Caller ID
    • Block Outbound International Calls
  • Rule List
     
    • Search rules
    • Delete, Toggle Enable/Disable, or Edit
  • Bulk Edit
  • Add Rule
     
    • International Phone Number
    • Rule/Number
    • Type
       
      • Blocked or Exempt
    • Call Direction
    • Comment
    • Apply to ALL Extensions
    • Select specific Extensions
Edit Tools
Edit Tools
Hover over an entry and click the Trash icon to delete, Arrow icon to enable/disable the rule, or the Pencil icon to edit call blocking rules.
Account
Account Details

View Details of your account.

Account DetailsView mode only, no changes can be made.
 
  • Account Number
  • Account Name
  • Account Status
  • Contact Name
  • Account Creation Date
  • Account Activation Date
  • Bill On
  • Reseller
Company Contact

View and edit Company Address and Company Contact.

PBX Settings

Manage default settings for Outbound Caller ID (CID), as well as set CID for individual Extensions.

PBX Settings 
  • Time Zone Setup
  • Hold Music
     
    • Playback Mode
    • Audio Files
    • Upload Audio File
  • Outbound Caller ID Number
     
    • Default Caller ID
    • Edit Extensions
    • Block all Outbound Caller ID
Message Settings

Enable or disable Team Messaging for the account or by user.

Account SMSSMS is not supported.
Account Team MessagingDisables Team Messaging for all users on the account.
Disable SMSSMS is not supported.
Disable Team MessagingDisables Team Messaging for the extensions you specify.
Store
Extensions

View options and pricing to add Extensions/Calling Plans to your account.

Add-Ons

View options and pricing of Add-Ons available for your account.

Plugins

View options and pricing to add Plugins to your account.

Services

Manage Services lets you review all services on your account and assign or unassign eligible services from an extension.

Reports

View your call logs or analyze call activity by My CallsCompany SummaryUsers, and Call Queues/Groups. You can also email your reports and block numbers from the company summary report. Use the Refresh button to refresh reporting data when viewing a date that contains the current day.

My Calls
Landing Page
  • Select a Preset or set a Date Range
  • Refresh the view
  • Download a report in PDF or CSV
  • Print a report
  • Email a report
  • Toggle between Table or Graph View
  • Review Total Calls, Average Talk Time, Missed Calls, and Most Active for the following Call Directions:
     
    • All Calls
    • Inbound Calls
    • International Calls
    • Intra-PBX Calls (internal calls)
    • Outbound Calls
  • Sort by column

NOTE: In Table View, hover over a row and click the Magnifying Glass icon to view detailed analytics and your call log for the current day.

Company Summary
Landing Page
  • Select a Preset or set a Date Range
  • Refresh the view
  • Download a report in PDF or CSV
  • Print a report
  • Email a report
  • Toggle between Table or Graph View.
  • Review Total Calls, Average Talk Time, Missed Calls, and Most Active for the following Call Directions:
     
    • All Calls
    • Inbound Calls
    • International Calls
    • Intra-PBX Calls (internal calls)
    • Outbound Calls
  • Sort by column

NOTE: In Table View, hover over a row and click the Magnifying Glass icon to view detailed analytics and your call log for the current day.

Users
Landing Page
  • Select a Preset or set a Date Range
  • Refresh the view
  • Download the report in PDF or CSV
  • Print the report
  • Email the report
  • Review statistics for all users and click a tile to filter call log
  • Filter by User or Clear filters
  • Hide Users with no call data
  • Toggle between Table or Graph View
  • Review the following statistics for each user:
     
    • Extensions
    • DIDs
    • Total Calls/Time
    • Inbound Calls/Time
    • Outbound Calls/Time
    • Intra-PBX Calls/Time
  • Sort by column

NOTE: In Table View, hover over a row and click the Magnifying Glass icon to view detailed analytics and your call log for the current day.

Call Queues
Landing PageReports View
  • Select a Preset or set a Date Range
  • Refresh the view
  • Download the report in PDF or CSV
  • Print the report
  • Email the report
  • Toggle between Table or Graph View
  • Review the following statistics for each Queue:
     
    • Extensions
    • DIDs
    • Total Calls
    • Average/Total Talk Time
    • Average Wait Time
    • Wait Time < 30 Seconds
    • Average Abandoned Time
    • Percentage Lost
  • Sort by column
Live View

View high-level details of each queue and refresh the page as needed.

NOTE: In Table View, hover over a row and click the Magnifying Glass icon to view detailed analytics and your call log for the current day.

Call Groups
Graph Summary
  • Select a Preset or set a Date Range
  • Refresh the view
  • Download the report in PDF or CSV
  • Print the report
  • Email the report
  • Toggle between Table or Graph View
  • Review the following statistics for each Group:
     
    • Extensions
    • DIDs
    • Total Calls
    • Average/Total Talk Time
    • Missed Calls
    • Most Active
  • Sort by column

NOTE: In Table View, hover over a row and click the Magnifying Glass icon to view detailed analytics and your call log for the current day.

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