myCloudPBX Service Portal
Overview
The myCloudPBX Service Portal is the new portal switched on by the Reporting and Intelligence feature of the Early Adopter Program. It works with any phone system, new or existing.
Open it from the 'Reporting and Intelligence' button on the phone system page.
There are four areas in the menu.
| Area | What it covers |
|---|---|
| Dashboard | A summary of the whole phone system for today and the last few days. |
| Online Users | Every extension, what is registered on it, and handset actions. |
| Call IQ (preview) | Transcripts, summaries and sentiment on recorded calls. See Call IQ. |
| Call Data (preview) | The reporting workspace. See Call Data. |
Two areas, Call IQ and Call Data, are marked Preview. They work, and they are still being shaped. Screens carrying a preview notice say what is illustrative today.
Screenshots use example data
The screenshots in these articles use example data for a fictional company, Vandelay Industries. Names, numbers and figures are illustrative.
Dashboard
The Dashboard is the first screen you see when the portal opens.
1. The menu. The four areas in this release. A Preview chip marks an area that is new and still being tuned. The icon at the bottom left collapses the menu to a narrow rail. Hover any icon in the rail to see its name.
2. Headline tiles. The figures at the top: call quality grade for the last 24 hours, users online out of your seat count, and calls so far today compared with yesterday.
For a real time view of calls as they happen, use the existing Live Dashboards.
3. Call Activity. Inbound, outbound and internal call volume by day. Use 'Today', '7d' or '30d' at the top right to change the window. The legend on the right totals each direction for the window. 'View call data' takes you to the full reporting workspace.
4. Online Users. A short live list of who is registered right now. The full list, with filters and device detail, is under Online Users in the menu.
5. Call Quality. The average MOS score over the last 24 hours as a grade, with the trend through the day. MOS is a standard 1 to 5 measure of how a call sounds. Anything above 4 is good.
6. Workspace. The name, region, capacity, mode and CRM connection for this phone system. 'System Dial Codes' opens the list of feature codes you can dial from any handset. See Call Shortcut Codes.
Online Users
Online Users shows every extension on the phone system, whether a device is registered on it right now, and what that device is.
Tiles. How many extensions have a registered device, how many of those are ready to take a call, and how many have nothing registered.
Filters. Use 'All', 'Online' and 'Offline' to narrow by status, the 'Office' dropdown to narrow to one office, and the search box to find someone by name, extension or office. The count beside the table title shows how many rows match.
The table
| Column | What it shows |
|---|---|
| User | The person or role on the extension, with their extension number and office beneath. The small copy icon copies the extension number. |
| Status | Online when a device is registered, Offline when nothing is. It does not tell you whether the person is on a call. |
| Device | The phone or app registered on the extension, taken from its SIP registration. Click it to open the registration detail. |
| Resync | Asks the phone to pull its configuration again. |
| Reboot | Power cycles the phone. |
Resync and Reboot are greyed out when nothing is registered. The phone acts when it next checks in, and a message confirms the request was sent. The ⋯ menu on each row offers the same three actions.
Click a column heading such as 'User' to sort by it. Click again to reverse the order.
Registration details
Click the device name on any row to see what its SIP registration reports.
The panel shows the extension, when the registration expires (with a live countdown), the IP address and port the device registered from, the protocol, the user agent string that identifies the handset or app, and the round trip ping time.
'Resync device' and 'Reboot device' are available from the panel too.
Tip
This is the first place to look when someone says their phone is not working.
Tips
- Light or dark. The sun icon in the top bar switches between light, dark and following your device setting.
- Search. The search box in the top bar searches across the portal.
- Deep links. Every screen has its own address, including the tab you are on and the report you have open, so you can bookmark a report or paste a link to a colleague.
- Tell us when it is wrong. The Poor, Good and Great buttons under summaries and transcripts in Call IQ go straight to the team tuning it.