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OneVOIPlanet Documentation

website·Indexed 32 days ago

https://docs.onevoiplanet.ua/

Documentation for the OneVOIPlanet cloud PBX, covering call distribution algorithms, IVR voice menu creation, SIP trunk configuration, and integration with KeyCRM. Includes guides on managing employee groups, CallSite and CallBack widgets, audio recording, and account billing.

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What's inside OneVOIPlanet

  1. Overview of KeyCRM and OneVOIPlanet integration

    Integrating OneVOIPlanet with KeyCRM allows businesses to automate communication and lead management. Key features of the integration include:

    • Call logs: All incoming and outgoing calls are recorded in the CRM application card.
    • Audio playback: Ability to listen to call recordings directly within the CRM.
    • Missed call tracking: Monitoring of missed calls to ensure follow-up.

  2. Overview of SalesDrive integration features

    Integrating SalesDrive with OneVOIPlanet provides the following capabilities:

    • Call logs: All incoming and outgoing calls are recorded in the application card.
    • Call recording: Ability to listen to audio recordings of calls directly within the CRM.
    • Missed call tracking: Monitoring of missed calls.
    • Click-to-call: Initiate calls with a single click from the application card.

  3. Analyze call performance and dynamics

    The 'Evaluation of Performance' tool provides visibility into call volumes categorized by directions, external PBX lines, groups, and individual employees. This allows for the analysis of performance dynamics or direct comparisons between different entities. Data can be visualized via a performance graph or a detailed table for larger datasets.

  4. Analyze call center performance using Service Indications KPIs

    The Service Indications section provides key performance indicators (KPIs) to evaluate the quality of work for employees and groups. Users can filter data by grouping (employees or days), statistics granularity (days or hours), date range, and a custom threshold for 'short calls' (defined in seconds).

    Key metrics available in the statistics table include:

    • Call Volume: Total calls, incoming calls (and %), outgoing calls (and %), successful calls (and %), unsuccessful calls (and %).
    • Call Quality: Missed calls AC (and %), missed calls BC, lost calls (%), short calls (count and %), and one-time inquiries.
    • Efficiency: Average response speed (sec), average conversation time (sec), total call time for the period, FCR (First Call Resolution), and call-through percentage.

    To view detailed performance metrics for a specific employee, click the expand icon next to their full name (ПІБ).

  5. ZohoCRM integration features in OneVOIPlanet

    Integrating ZohoCRM with OneVOIPlanet provides the following capabilities:

    • Call logging for all incoming and outgoing calls.
    • Ability to listen to call audio recordings directly within the CRM.
    • Tracking of missed calls.
    • Automatic contact creation upon completion of a call.

  6. Manage and access call audio recordings in OneVOIPlanet

    Call audio recordings are available in the call log if the feature is enabled in the company settings. Recordings become available 5 minutes after a call ends and are stored for the entire duration of the OneVOIPlanet account usage.

  7. View detailed information about your current tariff

    To view the details of your current plan, navigate to the Finance section and select My Tariff. On this page, you can find the following information:

    • Tariff name, price, and the date until which it is paid.
    • Services included in the tariff.
    • Rented numbers, the subscription fee for each number, the number of channels per number, and the total subscription cost for these numbers.
    • A list of additional services, the subscription fee for each, and the total cost for additional services.
    • The final total subscription cost.

  8. View extended call data

    To view detailed information about a specific call, click the extended data button. The following fields are available:

    • Call Start (Початок дзвінка)
    • Call End (Кінець дзвінка)
    • Call Waiting (Очікування дзвінка)
    • Price (Ціна): This value appears 5 minutes after the call ends.
    • Comment (Коментар)

  9. Integrate NetHunt CRM with OneVOIPlanet

    Integrating NetHunt with OneVOIPlanet allows for automated call logging and contact management. Key capabilities include:

    • Call logs for all incoming and outgoing calls.
    • Ability to listen to call audio recordings directly within the CRM.
    • Tracking of missed calls.
    • Automatic contact creation after a call ends.
    • Access to call history for specific contacts.

  10. Use OneVOIPlanet Telegram bot features

    The OneVOIPlanet Telegram bot allows users to perform the following actions:

    • Access the personal account (cabinet).
    • Change the bot's language settings.
    • Check the company balance.
    • Access the knowledge base.
    • Contact technical support.
    • Receive notifications for new deferred callback widget requests.
    • Receive notifications for missed calls.
    • Receive notifications regarding company deactivation.

  11. Analyze call distribution with the Hourly Load report

    The Hourly Load report visualizes the distribution of calls by time of day, allowing users to identify peak load hours for the entire company, specific groups, or individual employees based on call volume. The report includes a chart where hovering over a specific hour opens a modal window detailing the number of total, successful, and unsuccessful calls for the selected period and filters.