As a Super User or Account Administrator, you can manage all services and features for all users of your account in the Admin Portal. This includes managing your users, extensions, billing, ordering, and more.
To sign out of the Admin Portal, click on your initials or avatar (top left), then click Logout.
To manage your personal settings, such as Contacts, Voicemails, and Vonage Meetings, click your initials or avatar (top left), then click Go to App.
Dashboard
The Dashboard provides quick access to any pages you favorited and the status of major systems.
| System Status | Status of major systems. Select a category to see additional information.
- Admin Portal
- Applications
- Features
- Integrations
- Voice Services
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| Help Options | Click Help (top right) to access the following:
- Support
- Contact Us
- Request Assistance
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Phone System
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.
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Users
View and manage users on your account by adding or editing users, resending the new user email, and resetting passwords.
| 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 Delete, Resend New User Email, Reset 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".
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| Edit Users |
| Basic Info |
- First / Last Name
- Username
- Password/Confirm (only displays for your user)
- Email/Confirm
- Secret Question (only displays for your user)
- Select Group(s) (see Group Management for details)
| | Settings and Permissions |
- User Type
- Update this user with important service announcements.
- Allow web and mobile access.
- Allow this user to set and block the Outbound Caller ID for their extension(s).
- Allow this user to manage Call Blocking for their extension(s)
| | Extensions |
- View Assigned Extensions
- Edit Assigned Extensions
- Set Default Extension
- Assign or Unassign Extension
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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 features, add phones or move a phone to a different extension, and manage Voicemail options.
| Extensions Landing Page | Search by extension or Filter by extension type.
- Click Add New to add additional extensions.
- Click Print to print a list of all extensions.
- Click Export to Excel to save a list as a CSV file type.
- Click Bulk Edit to edit multiple extensions at one time.
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| Basic Settings |
- Do Not Disturb
- Extension Number (Click Tag icon to Set Custom Tag)
- Set Location
- Assign a User / Edit a User
- Add a User
- Reset Extension
- Assign a Direct Dial Number
- Call Continuity
- Enter a backup number
- Exclude from Dial by Name Directory
- Block International Dialing
- Disable Call Waiting
- 8 Digit Dialing
- Call Screening
- Enable Call Screening
- Call Announce
- Screen Menu
- Outbound Caller ID
- Block Outbound Caller ID
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| Call Forwarding | If Forward Calls is enabled, options to forward calls display:
- Send to Ext. or Number
- Follow Me
- Simultaneous Ring
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| Devices | View assigned device information. |
| Voicemail |
- Voicemail Enabled/Disabled
- Set number of rings/seconds before going to voicemail
- Voicemail Pin
- Send Voicemail to Email
- Confirm Send Voicemail to Email
- Delete Voicemail After Sending Email
- Add Automated Voicemail Prompt
- Out of Office Greeting
- Unavailable Greeting
- Busy Greeting
- Name Greeting
- Exiting Voicemail Options
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| 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.
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| Add Line Appearance |
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| 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.
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| Advanced Filter Search | To perform an advanced filter search:
- Click Phone System and then Phone Numbers.
- Click Advanced Filters (Top next to search).
- Select Country and Service Type(s) you would like to view.
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| 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).
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Virtual Receptionist
An automated answering system that offers a range of options to handle and route inbound calls. See Virtual Receptionist for details.
| VR Landing Page |
- Search for VR's on the account.
- Click Export to Excel to save a CSV file containing VR's on the account.
- Click Add New to add additional VR's.
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| Add a VR General Settings | Click Add New, then click General Settings.
- Virtual Receptionist Name
- Virtual Receptionist Extension Number
- Location
- Virtual Receptionist Phone Number
- No Caller Input Handling
- Greeting Mode: play default, upload, or record a new message
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| Add a VR Schedules and Call Flows | Click Schedules and Call Flows.
- A schedule defines the time and dates the VR is active.
- A call flow specifies the behavior of the calls that occur within the scheduled time.
- (Optional) Share Schedules to make them available for use with other VR's.
- (Optional) Import Shared Schedules.
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| Edit Tools | Hover over an existing VR for options:
- Click the Trash icon to delete.
- Click the Copy icon to duplicate.
- Click the Pencil icon to edit.
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Call Groups
Direct incoming calls to ring a list of up to 28 extensions either sequentially or simultaneously.
| Call Groups Landing Page |
- Search for Call Groups on the account.
- Click Export to Excel to save a CSV file containing Call Groups on the account.
- Click Add New to add additional Call Groups.
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| Basic Settings |
- Extension Number (Click Tag icon to set 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
- Dialing Properties
- Name Greeting
- Call Screening
- Enable Call Screening
- Call Announce
- Screen Menu
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| Voicemail | Send to Group's Voicemail Box
- Set PIN
- Send Voicemail to Email
- Delete Voicemail After Sending Email
- Pay Automated Voicemail Prompt
Send to Another Extension's Voicemail
- Select an Extension
- Greeting Preference
- Use Call Group Unavailable Message
- Use the Greeting of the Selected Voicemail
Forward Unanswered Calls to Extension After Ringing Call Group
Play Greeting and Disconnect |
| Edit Tool | Hover over a Call Group, then click the Pencil icon to edit. |
Paging Groups
Page a group of phones by dialing a specific extension number. All extensions assigned to the paging group will hear the message through their phone's speaker.
| Paging Groups Landing Page | Click Add New to add additional Paging Groups. |
| Edit Paging Groups |
Click on an existing Paging Group to make changes.
- Extension
- Paging Group Name
- Set Location
- Paging Group Extensions
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| 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.
| Call Queues Landing Page | 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
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| Agents |
- Assignment Strategy
- Select Agent
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| Hold Music |
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| Prompts |
- Audio Intervals
- Add Prompt
- Option when No Agent is Signed in
- Forward Calls to an Extension
- Play Greeting and go to Voicemail
- Play Greeting in Continuous Loop
- Play Greeting Once and Hang up
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| View Status | View 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
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| Status Tool | 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 dialing a particular number. Each extension has 15 hours of recording time with the option to email, download and delete recordings.
| On-Demand Recordings Landing Page |
- Filter by Extension
- Filter By:
- Last 24 Hours
- Last 7 Days
- Last 30 Days
- Click Search Recordings to filter your search.
- Click Refresh to update the current view.
- Click Recycle Bin to access previously deleted recordings, up to 7 days after deletion.
- Click Edit Recording Settings to modify settings.
- Click Bulk Edit to manage multiple recordings.
- Click Add New to purchase additional On-Demand Recording service.
- Review Recordings Usage Indicator.
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
- Call Direction
- Date Range
- Duration
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| Edit Recording Settings |
- Record All Calls
- Select Legal Disclaimer
- No Disclaimer
- Audible beep every 15 seconds
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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.
| Company Call Recording Landing Page | Hover over a Company Call Recording to Play, Download, Delete or Share Recordings through email.
- Filter By:
- My Recordings
- Others' Recordings
- Last 24 Hours
- Last 7 Days
- Last 30 Days
- Click Search Recordings to filter your search.
- Click Refresh to update the current view.
- Click Recycle Bin to access previously deleted recordings, up to 7 days after deletion.
- Click Download All to download all recordings.
- Click Bulk Edit to manage multiple recordings.
- Review Recordings Usage indicator.
NOTE: Bulk Edit and Download All only display for the Super User or rule owner. |
| Recording Rules | Delete, Copy, and Edit rules.
Bulk Edit
Manage multiple recordings simultaneously.
Add Rule
- Rule Name
- Recording Direction
- Inbound Calls
- Outbound Calls
- All Activity
- Percentage of Calls to Record
- Rule Owner
- From:
- All PBX Devices
- Specific Numbers and Extensions
- To:
- All Numbers
- Specific Numbers
- Include Calls With No Caller ID (Inbound Only)
- Call Length
- Entire Call
- First 2 Minutes
- Legal Disclaimer
- No Disclaimer
- Audible Beep Every 15 Seconds
- Play disclaimer message before call
- Record or upload a new message
- Start and End Date
- Never Expires
- Days of Week to Record
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| Audit Log |
- Search Audit Log:
- Event Type
- User Name
- Start/End Date
- Export to Excel
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| Permission Mgt | The Super User can delegate permission to Account Administrators to manage their own recordings and rules, the recordings of other users, or both.
- Select an Account Administrator
- Create, edit and delete own rules
- Play own recordings
- Forward and download own recordings
- Delete own recordings
- Play other people's recordings
- Forward and download other people's recordings
- Delete other people's recordings
The Super User (and Administrator when given permission) can also give all end users permission to view and listen to their own company call recordings. |
Manage Storage  | Mark the option to Enable Automatic Storage Increase to automatically add 250 additional hours when existing recordings fill the available recording time. |
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.
| Call Monitoring Landing Page |
- Search for extensions, users, or numbers.
- Hover over an extension for options to Monitor and Edit.
- Click View Audit Log to review events.
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| View Audit Log | The 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
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| Edit Call Monitoring |
- Extension
- Extension PIN
- Legal Disclaimer
- Choose extensions to monitor
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| Status/Edit Tool | 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 Rules | An Administrator can make selections to block inbound and outbound calls.
- Quick Rules
- Block Outbound International Calls
- Block Calls from Callers without Caller ID
- 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
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| 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. |
Business Apps
Receptionist Console (If Purchased)
View all call activity and use advanced call control features such as Call Park, Call Merge, and Call Transfer options to help you manage call volume.
| Receptionist Console Landing Page |
- Search Receptionist Console Details
- Click Add New to add an additional Receptionist Console access.
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| Settings > Details |
- Receptionist Console Name
- Location
- Assign Extension
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| Settings > Call Handling |
- Ringing/Greeting options
- Ring Duration
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| Edit Tool | Hover over an extension, then click Pencil icon to edit. |
Smart Numbers (If Purchased)
Displays only if purchased. Lets you turn any number on an account into a Smart Number to create customized call flows on the Vonage API platform.
| Smart Numbers Landing Page | Search, View, or Add additional Smart Numbers. |
| Edit Smart Numbers |
- Smart Number Name
- Location
- Assign Direct Dial Number(s)
- Vonage API Application ID
- Smart Number Status
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Account
Account Details
View Details of your account.
| Account Details | View mode only, no changes can be made.
- Account Number
- Account Name
- Account Status
- Contact Name
- Account Creation Date
- Account Activation Date
- Bill On
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Company Contact
View Company Address and view and edit 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
- Distinctive Ringtone toggle on/off (not all devices support Distinctive Ringtone)
- Outbound Caller ID Number
- Default Caller ID
- Edit Extensions
- Block all Outbound Caller ID
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Message Settings
Enable or disable Team Messaging for the account or by user.
| Account SMS | SMS is not supported. |
| Account Team Messaging | Disables Team Messaging for all users on the account. |
| Disable SMS | SMS is not supported. |
| Disable Team Messaging | Disables Team Messaging for the extensions you specify. |
Dashboard Settings
Search and select which users display in the Dashboard Directory view.
Single Sign-On Settings
View and edit Single Sign-On (SSO) settings and view an audit log.
| Settings |
- Configure your Identity Provider (IDP)
- Configure Vonage for SSO
- Enable SSO for this account
- Enter details of your third-party IDP
- Upload IDP certificate
- Customize your SSO settings. Mark the box to enforce Single Sign-On for your users
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| Audit Log | Displays an audit log of SSO events. |
User Provisioning
View and edit User Provisioning settings and view an audit log.
| Settings |
- Configure Vonage for SCIM (System for Cross-domain Identity Management): Enable or disable SCIM user provisioning.
- Configure your Identity Provider (IDP).
- Customize your SCIM Settings:
- Mark the option to disable user creation within VBC (users can only be added using SCIM).
- Mark the option to disable new user welcome emails.
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| Audit Log | Displays an audit log of user provisioning events. |
Store
App center Management
When enabled, users can request add-ons and plugins from the Web and Desktop apps. These requests must be approved by designated Admin(s).
| Pending Requests | All requests pending approval are listed here. Designated Admins can approve or deny the requests individually or in bulk using Bulk Edit. |
| Settings |
- Enable/disable App Requests. Enabling allows users on your account to request access to add-ons and plugins. Disabling this feature will prevent them from submitting requests.
- Set which admin(s) can approve and deny app requests.
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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
Saved Reports
Saved reports are listed. Hover over a report, then click an icon to view, download (PDF or CSV), email, schedule email delivery, or delete saved reports.
My Calls
See Reporting and Analytics - My Calls for details.
| 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
- Toggle between Table or Graph View
- Review Total Calls, Average Call Duration, Total Call Duration, 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
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NOTE: In Table View, hover over a row, then click the Magnifying Glass icon to view detailed analytics and your call log for the current day.
All Calls
See Reporting and Analytics - All Calls for details.
| Landing Page |
- Select a Preset or set a Date Range
- Refresh the view
- Download the report in PDF or CSV
- Save the report
- Print the report
- Email the report
- Review Call ID, Date/Time, Duration, Initial Direction, Total Segments, Inbound, Outbound, and Intra-PBX calls.
- Sort by column
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Company Summary
See Reporting and Analytics - Company Summary for details.
| Landing Page |
- Select a Preset or set a Date Range
- Refresh the view
- Download the report in PDF or CSV
- Save the report
- Print the report
- Email the report
- Toggle between Table or Graph View.
- Review Total Calls, Average Call Duration, Total Call Duration, 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
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NOTE: In Table View, hover over a row, then click the Magnifying Glass icon to view detailed analytics and your call log for the current day.
Users
See Reporting and Analytics - Users for details.
| Landing Page |
- Select a Preset or set a Date Range
- Refresh the view
- Download the report in PDF or CSV
- Save the report
- 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
- Phone Numbers
- Total Calls/Duration
- Inbound Calls/Duration
- Outbound Calls/Duration
- Intra-PBX Calls/Duration
- Missed Calls
- Answered Calls
- Voicemail Calls
- Sort by column
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NOTE: In Table View, hover over a row, then click the Magnifying Glass icon to view detailed analytics and your call log for the current day.
Call Queues
See Reporting and Analytics - Call Queues for details.
| Landing Page | Reports View
- Select a Preset or set a Date Range
- Refresh the view
- Download the report in PDF or CSV
- Save the report
- Print the report
- Email the report
- Toggle between Table or Graph View
- Review the following statistics for each Queue:
- Extensions
- Phone Numbers
- Total Calls
- Average/Total Talk Time
- Average Wait Time
- Wait Time < 30 Seconds
- Percentage Lost
- Average Abandoned Time
- Location
- Sort by column
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Live View
View high-level details of each queue and refresh the page as needed. |
NOTE: In Table View, hover over a row, then click the Magnifying Glass icon to view detailed analytics and your call log for the current day.
Call Groups
See Reporting and Analytics - Call Groups for details.
| Landing Page |
- Select a Preset or set a Date Range
- Refresh the view
- Download the report in PDF or CSV
- Save the report
- Print the report
- Email the report
- Toggle between Table or Graph View
- Review the following statistics for each Group:
- Extensions
- Phone Numbers
- Total Calls
- Average/Total Call Duration
- Answered Calls
- Voicemail Calls
- Missed Calls
- Most Active
- Location
- Sort by column
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NOTE: In Table View, hover over a row, then click the Magnifying Glass icon to view detailed analytics and your call log for the current day.
Call Quality
See Reporting and Analytics - Call Quality for details.
| Landing Page |
- Select a Preset or set a Date Range
- Refresh the view
- Download the report in PDF or CSV
- Print the report
- Review statistics for all users:
- Click a tile to filter call log
- Click View Full Report to view detailed analytics
- Search the report
- Show/Hide Columns
- Toggle between Table or Graph View
- Review the following statistics for each user:
- Extensions
- Total Calls
- Rated Calls
- Good Calls
- Moderate Calls
- Poor Calls
- Average MOS
- Sort by column
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NOTE: In Table View, hover over a row, then click the Magnifying Glass icon to view detailed analytics and your call log for the current day.
Meetings
See Reporting and Analytics - Meetings for details.
| Landing Page |
- Select a Preset or set a Date Range
- Refresh the view
- Download the report in PDF or CSV
- Save the report
- Print the report
- Email the report
- Review the following statistics for Meetings:
- Total Meetings - total meetings during the selected time period
- Total Meetings Duration - the time duration for all meetings during the selected time period
- Avg Meetings Duration - Average duration of meetings during the selected time period
- Avg # of Participants - Average number of participants in all meetings during the selected time period
- Sort by column
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NOTE: In Table View, hover over a row, then click the Magnifying Glass icon to view detailed analytics and your call log for the current day.
