Presenting the new OneContact Portal

Collab evolved the old Nubitalk Portal and presents OneContact Portal! OneContact Portal was developed in order to create a new service more powerful, more intuitive and easy to use. On OneContact Portal you will find not only all the features available on the old Nubitalk but also a lot of new features that will help you create and manage a more productive Contact Center.

But we do not want you to feel lost! On this article you can see where the features you know from the old Nubitalk are on OneContact Portal.

 

Old Nubitalk home page:                                                             OneContact Portal home page:

Portals_.png

 

Lets take a look at some of the most common actions:

 

 

Login

Login unto the old Nubitalk meant:

  1. Inserting Username or Email.
  2. Inserting password.
  3. Clicking on login.

 

On OneContact Portal:

  1. Insert the Tenant (if the tenant was not inserted on the URL) and click NEXT to proceed.
    Login01.png
     
  2. Insert an Email or Username and a Password and click SIGN IN to proceed.
    Login02.png
     
  3. You will be redirected to the OneContact Portal, if successful.
    Note: To know more about OneContact Login, the new authentication component for Collab applications, click here.

 

Listing agents

Listing the agents on the old Nubitalk meant:

  1. Clicking on Manage.
  2. Clicking on Agents.
  3. The Agents page is displayed with the agents list:
    OCP_agent_list.png

 

On OneContact Portal:

  1. Click on Users & Teams.
    OCP_users.png
  2. Click on Users.
    OCP_user.png
  3. The agents list is displayed:
    OCP_agents_list.png
    Note: The list is not the agent's list, but the user's list. It means that, besides agents, it lists all users, including Supervisors, Administrators, Monitors and Extensions. Extensions are dealt with as an user in OneContact Portal.

  

 

Create an agent

Creating an agent on the old Nubitalk meant:

  1. Clicking on Manage.
  2. Clicking on Agents.
  3. Clicking on Nubitalk_plus.png to open the Add agent configuration page.
  4. Filling the required information on the steps:
    • Agent
    • Dial plan
    • Teams
    • Campaigns

 

On OneContact Portal:

  1. Click on Users & Teams.
    OCP_users.png
  2. Click on Users.
    OCP_user.png
  3. Click on Users_createuserbutton.png to open the Create user pop-up window.
    OCP_user_popup.png
  4. Fill in the required information, on the pop-up window.
    Note: This procedure to create an agent can be used to create the other roles: Tenant administrator, Extension, Monitor or Supervisor.
  5. Once create the agent, the individual page is displayed where you can configure:
    • Skills
    • Campaigns
    • Teams
    • Number settings
    • Presentation numbers
    • Recording settings
      OCP_user_pagepng.png
Note: To know more about user configuration, click here.

 

 

Listing teams

Listing a team on the old Nubitalk meant:

  1. Clicking on Manage.
  2. Clicking on Teams.
  3. The Teams page is displayed with the agents list:
    Nubitalk_teamslist.png

  

On OneContact Portal:

  1. Click on Users & Teams.
    OCP_users.png
  2. Click on Teams.
    OCP_team.png
  3. The teams list is displayed:
    OCP_teamslist.png

 

 

Create a team

Creating a team on the old Nubitalk meant:

  1. Clicking on Manage.
  2. Clicking on Teams.
  3. Clicking on Nubitalk_plus.png to open the Add team configuration page.
  4. Filling the required information on the steps:
    • Name
    • Agents
    • Campaigns

  

On OneContact Portal:

  1. Click on Users & Teams.
    OCP_users.png
  2. Click on Teams.
    OCP_team.png
  3. Click on Managing_teams_create.png to open the Create team pop-up window.
    Teams_new.png
  4. Fill in the required information, on the pop-up window.
  5. Once create the team, the profile page is displayed where you can configure:
    • Members
    • Campaigns
    • Communications (presentation number)
      OCP_team_pagepng.png
      Note: To know more about teams configuration, click here.

 

 

Listing campaigns

Listing campaigns on the old Nubitalk meant:

  1. Clicking on Manage.
  2. Clicking on Inbound campaigns or Outbound campaigns.
  3. The campaigns page is displayed with the campaigns list:
    Nubitalk_campaignslist.png

 

On OneContact Portal:

  1. Click on Campaigns.
    OCP_Campaigns.png
  2. The campaigns list is displayed:
    OCP_campaignslist.png

 

 

Create a campaign

Creating campaigns on the old Nubitalk meant:

  1. Clicking on Manage.
  2. Clicking on Inbound campaigns or Outbound campaigns.
  3. Clicking on Nubitalk_plus.png to open the Add campaign configuration page.
  4. Filling the required information on the steps:
    • Type (channel and type)
    • Basic information
    • Phone Numbers (DDIs)
    • Agent Script
    • Schedule
    • Off-Schedule Actions
    • Schedule Messages
    • Callback
    • Business Outcome
    • Agents
    • Teams
    • Blocked Lists

 

On OneContact Portal:

  1. Click on Campaigns.
    OCP_Campaigns.png
  2. Click on Campaigns_createcampaign_button.png to open the Create campaign pop-up window.
    Campaigns_createcampaign_popup.png
  3. Fill in the required information, on the pop-up window.
    Note: On TYPE is where you define the campaign type: Inbound, Outbound preview, Outbound predictive, Outbound power or Outbound IVR. Once saved the information, the campaign type can not be changed.
  4. Once create the campaign, the profile page is displayed where you can configure (depending if it's an inbound or outbound campaign):
    • Inbound:
      • Members
      • Interactions handling
      • Routing
      • Agent script
    • Outbound:
      • Members
      • Interactions handling
      • Contacts
      • Agent script
        Note: To know more about campaign configuration, click here.

 

 

Integrate with CRMs

Integrating with a CRM on the old Nubitalk meant:

  1. Clicking on Manage.
  2. Clicking on Integrations.
  3. Clicking on the desired CRM from the shortcuts list.
  4. Creating or editing a campaign.
  5. Configuring or editing the the Agent Script step, on the campaign details.
  6. Fill in the fields with the requested information.

 

On OneContact Portal:

  1. Create an Outbound campaign.
    Note: See the Create campaigns, for more information.
  2. On the campaign configuration page, click on the Agent script tab.
    OCP_CRM01.png
  3. Click on Outbound_contacts_editbutton.png on the Agent Scrip card, to open the Agent script pop-up window.
    OCP_CRM02.png
  4. On the pop-up window, on Enable CRM interaction, toggle the button to select Configured page is open on a new interaction. The pop-up window expands:
    OCP_CRM03.png
  5. On the expanded area of the pop-up window, select the CRM application from the drop-down menu.
    OCP_CRM04.png
  6. Fill in the requested information and click SAVE to apply changes.
    Note: To know more about the CRM configuration, click here.

 

 

Configure DDIs (phone numbers)

Buying and configuring a DDI on the old Nubitalk meant:

  1. Clicking on Account.
  2. Clicking on Purchases.
  3. Clicking on Nubitalk_ddi.png to open the Buy phone numbers page.
  4. Filling in the required information and clicking Billing info to proceed.
  5. Filling in the required billing information and clicking Buy now to conclude the operation.
  6. Clicking on Manage.
  7. Clicking on Phone numbers (ddi).
  8. Clicking on Nubitalk_new.png to open the Phone numbers configuration page.
  9. Selecting the desired phone number from the Available phone number's list.

 

Creating and configuring a DDI on OneContact Portal:

  1. Click on System.
    OCP_system.png
  2. Click on Phone numbers.
    OCP_ddi.png
  3. Click on OCP_ddi_new.png to open the Create number pop-up window.
    OCP_ddi_new_popup.png
  4. Fill in the required information, on the pop-up window and click CREATE to finish the process.
    Note: To know more about the phone numbers page, click here.
  5. A created phone number needs to be added to a campaign.
  6. Click on campaigns and select a campaign from the list.
  7. Click on Outbound_contacts_editbutton.png on channels, to open the Channels pop-up window.
    OCP_channel_new.png
    Note: A campaign can have several channels.
  8. On the pop-up window, on Channel type, select Audio & Video, from the drop down-menu.
    Note: Selecting another item from the drop-down menu creates another channel type:
    - Web
    - Email
    - Facebook
    - Twitter
  9. Select a phone number, from the drop down menu.
    Note: If you selected another channel type, the required following steps will differ.
  10. Click SAVE to finish the process.
    Note: You can click again on Outbound_contacts_editbutton.png to add another channel.
    Note: To know more about the channels configuration, click here.

 

 

Create extensions

Creating an extension on the old Nubitalk meant:

  1. Clicking on Manage.
  2. Clicking on Office phone.
  3. Clicking on Extensions.
  4. Clicking on Nubitalk_plus.png to open the Add Extension configuration page.
  5. Filling the required information on the steps:
    • Extension type (Extension or Convergent extension)
    • Extension user
    • Phone numbers (DDIs)
    • Waiting queue
    • Monitoring
    • Dia plan
    • Terminal
    • BLFs
    • Voicemail
    • Groups
    • Forwarding

 

On OneContact Portal:

  • An Extension is created like an agent:
    1. Click on Users & Teams.
    2. Click on Users.
    3. Click on Users_createuserbutton.pngto open the Create user pop-up window.
      OCP_user_popup.png
    4. Select Extension, on Role  and fill in the required information, on the pop-up window.
    5. Once create the extension, the individual page is displayed where you can configure:
      • Members (groups)
      • Communications
      • Forwarding
        Note: To know more about extensions configuration, click here.

 

 

Configure distribution groups

Configuring a distribution group on the old Nubitalk meant:

  1. Clicking on Manage.
  2. Clicking on Office phone.
  3. Clicking on groups.
  4. Clicking on Nubitalk_plus.png to open the Add group configuration page.
  5. Filling the required information on the steps:
    • Group type
    • Group info
    • Distribution type
    • Phone number (DDI)
    • Voicemail
    • Forwarding
    • Extensions

 

On OneContact Portal:

  1. Click on Distributions groups.
    OCP_distributiongroups.png
  2. Click on OCP_creategroup.pngto open the Create group pop-up window.
    OCP_creategrouppopup.png
  3. Fill in the required information, on the pop-up window and click CREATE to finish the process.
  4. Once create the distribution group, the group page is displayed where you can configure:
    • Distribution queue
    • Group members
    • Schedule rules
    • Notifications for non-answered calls
      OCP_groups.png
      Note: To know more about distribution groups configuration, click here.

 

 

Configure auto attendants

Configuring an auto attendant on the old Nubitalk meant:

  1. Clicking on Manage.
  2. Clicking on Office phone.
  3. Clicking on Auto attendant.
  4. Clicking on Nubitalk_plus.png to open the Add auto attendant configuration page.
  5. Filling the required information on the steps:
    • Auto attendant (basic information)
    • Schedule
    • In-Schedule
    • Off-Schedule
    • Audio files

 

On OneContact Portal:

  1. Click on Auto-attendants.
  2. Click on OCP_IVR_button.png to open the Create Auto-Attendant pop-up window.
    OCP_IVR_popup.png
  3. Fill in the required information, on the pop-up window and click CREATE to finish the process.
  4. Once create the distribution group, the group page is displayed where you can configure:
    • Working hours
    • Phone numbers
    • Inside working hours
    • Outside working hours
      OCP_IVR_page.png
      Note: To know more about the Auto-attendants configuration, click here.

 

 

Access Contact Center wallboards

Accessing wallboards on the old Nubitalk meant:

  1. Clicking on Wallboard.
  2. Clicking on Call center or Office phone (depending on the desired wallboard types).

 

On OneContact Portal: 

  1. Click on Real-time.
    OCP_wallboards.png
  2. Select the desired wallboards:
    • Listen in
    • Campaigns
    • Shelves
    • Queues
      OCP_wallboards_2.png
  3. The wallboards are displayed:
    OCP_wallboards_3.png
    Note: To know more about monitoring, click here.

 

 

Access reports

Accessing reports on the old Nubitalk meant:

  1. Clicking on Reports.
  2. Selecting the desired reports from:
    • Call Center:
      • CDRs
      • Agents
      • Teams
      • Inbound campaigns
      • Outbound campaigns
    • Office Phone:
      • CDRs
      • Extensions
      • Groups
      • Auto attendants
    • Billing
  3. Clicking on the report from the list

 

On OneContact Portal:

  1. Click on Reporting.
    OCP_reporting.png
  2. Select the report from the list.
    OCP_reporting2.png
    Note: You can add more reports, by clicking on UPLOAD REPORT.
    Warning: The standard reports must be deployed via OneAdmin:
    • On OneAdmin, click on Instances.
    • Select the desired instance.
    • Suspend the instance.
    • Go to Reporting.
    • Click on Deploy databases to check the Deploy databases checkbox.
    • Click Finish to apply.
    • Boot the instance.
    Note: To know more about reporting, click here.

 

 

Have more questions? Submit a request