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.
Call Data (preview)	The reporting workspace. See Call Data.
Call IQ (preview)	Every call with how it sounded, plus summaries, transcripts and a ranked list of calls worth a second look. See Call IQ.
Online Users	Every extension and what is registered on it.

Two areas, Call Data and Call IQ, are marked Preview. They work, and they are still being shaped. Each carries a short notice at the top saying so. Choose 'Got it' to hide it.

The blue strip across the top of every screen is a reminder that you are using the portal before its general release.

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. When you open Call Data or Call IQ, their sections are listed beneath them. 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: today's call quality grade with its average MOS score, users online out of the extensions on the phone system (as a share of seats), and calls so far today since midnight.

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, or by hour on 'Today'. 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. How many people are online right now, and how they are connected: Handset, Softphone, Mobile app or Other. Each person is counted once, by the most fixed device they have registered, so someone on a desk phone and a softphone counts as Handset. The full list, with filters and device detail, is under Online Users in the menu.

5. Call Quality. Today's average MOS score as a grade, with the trend through the day. MOS is a standard 1 to 5 measure of how a call sounds. The grades are A Excellent (4.3 or higher), B Good (4.0 up to 4.3) and C Fair (below 4.0).

6. Workspace. The facts the platform holds for this phone system: its service name, workspace, operating region, how many phone numbers, offices, users and extensions it has, and its CRM connection. A row only appears when the platform reports it.

The feature codes you can dial from any handset are listed in 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 are online, how many desk phones (Handsets) and Softphones are connected, and how many extensions are offline with nothing registered.

Filters. The list opens on 'Online'. 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 department. The count beside the table title shows how many rows match, and 'Live' beside it shows when the list last refreshed.

The table

Column	What it shows
User	The person or role on the extension, with their photo where they have one, and their department or office beneath.
Ext	The extension number. The small copy icon copies it.
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 details. 'Nothing registered' means the extension is offline.
Ping	The round trip time to the device, in milliseconds.
Resync and Reboot	Shown for Yealink and Cisco desk phones. Resync asks the phone to pull its configuration again, and Reboot power cycles it.

An extension with more than one device registered appears once for each device.

Resync and Reboot are coming

The buttons are greyed out for now. Hover them to see "Not available on this platform yet". Softphones and the mobile app never show them, because only a provisioned desk phone can take these actions.

The ⋯ menu on each row offers 'Registration details', and Resync and Reboot where the device supports them.

Click the 'User' or 'Ext' heading 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 is titled with the person and extension. It shows the device (the make, model and software version the handset or app reports), when the registration expires with a live countdown, the IP address and port the device registered from, the protocol, and the round trip ping time. If more than one device is registered on the extension, each is listed in turn.

'Resync device' and 'Reboot device' appear in the panel for desk phones that support them, greyed out until they become available.

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.
• Your account. The circle with your initial at the top right opens 'Preferences' and 'Sign out'.
• Search. Each screen with a list has its own search box, which searches what that screen shows.
• 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.