Table of Contents

Customer Management

In Connex, Customers are managed through customer cards. Each card has tabs that hold different management options, which we will explain below.

Customer Management is found in the Management tab, the four horizontal lines beneath the Home icon in the dashboard:

alt text

Adding Customers

The following explains how to add new customers using the Customer Management screen:

  1. Click the + button.

alt text

  1. Enter the relevant details in each text box.
  2. Click the Save button.

alt text

The following is a descrtption of each entry found in the customer window:

  • Customer Name: - A name or unique identifier for each customer.
  • Paypal Email: The email address associated witht he customer's PayPal account.
  • Website: The customer's website address.
  • Status: The customer's status, i.e.:
  • Active : The customer is active and allowed to pass calls.
  • Inactive: The account is disabled, and
  • Pending Approval: New signups will be listed as pending approval. The customer cannot pass calls or become active until this phase is completed.
  • Debit Limit: Sets the debit limit for postpay customers.
  • Minimum Payment: Set the minimum payment to keep accounts active.
  • Tax: Tax is added as a percentage that is charged on top of costs.
  • Currency: Select the currency from the dropdown menu. Note that you wont be able to change the account currency once the account is created.
  • Portal Access: Users can turn Portal Access to yes(on) or no(off). Selecting 'no' will restrict user access to the Customer Portal
  • Address: Complete the customer's physical address, not to be confused with email addresses.

Delete Customers

You can delete customers from the list by selecting them and pressing the Delete button.

alt text

Checking Customer Status

You can also check and filter Customers by status:

  1. Click the button to the right of the trash bin labeled Active.
  2. Select a filter option from the drop-down menu.
  3. Results on the page will automatically arrange themselves according to the filter.

alt text

Searching Customers

Search for Customer information by adding a query in the Search text field and clicking the search icon or pressing Enter.

Editing Customers

Editing customers by clicking their name in the customer list, then Edit Customer. The screen that opens is similar to the new customer screen, except the details should already be filled. You can edit these by entering new information in their place, and click Save.

Customer Cards

Individual customer cards open once you click them by name from the Customer Managment screen. The following sections detail the tabs lined up on the left side of the customer card, starting at the top.

Main

In the Main tab, users can view and add customer contacts, block internal numbers, and see summaries of calls live, daily, and monthly formats.

alt text

Contacts

Contacts are found in the top-left section of the customer card screen. It shows an overview of contacts associated with the account. To add new contact:

  1. Click Management > Customers.
  2. Select a customer from the list.
  3. Press the + button to the right of the word Contacts.
  4. Enter the contact name and their login email address.
  5. Check the Auto Generate Password box to have a password generated online and sent via email. Unchecking the box will let you manually set the password.
  6. You may enter any information on public notes. These notes will be displayed on the customer portal when logged in. Private notes will display in the control panel.
  7. Click Save.

alt text

Authentication

Under the authentication tab, labeled Auth, users can choose between IP or User/Password Authentication.

alt text

IP Authentication

To set 1. Click the + button. 2. Enter the IP address and click save

alt text

In a Basic dialogue box, Users can add the IP/Hostname, Channels, and Flow Speed in numeric digits, as shown in an image above. In the image below, there is a description of the Advanced dialogue box.

alt text

  1. Select the codecs.
  2. Enter the switch manufacturer and Version of your customer in the respective text field.
  3. Select the SIP Protocol, Port and Dial Pattern.
  4. Optionally you can add CLI Prefix.
  5. Enter the Tech Prefix, Strip Digits and Bandwidth in digits only.
  6. You can Force From in the given text field.
  7. And you need to select one of the options: Ingress or Egress.

User/ Password Authentication

You can set the User/Password authentication.

  1. Click on the '+' button.
  2. Enter the username & password & click save.

alt text

Routing

Ingress Routing

With Ingress Routing, you can assign a Customer Rate Card to a customer account. To set up ingress routing:

  1. Click on the + button.
  2. Select the customer card and fill in the relevant details.
  3. Press Save.

The details of the dialogue box can be seen in the image below:

alt text

See our Ingress Routing page in these for more in-depth information.

Call Recording

To enable call recording: 1. Click Management > Customer. 2. Click the Customer Name > Routing > Proxy Info. 3. Click the rate card name, and then select Enable from Recording.

alt text

  1. Recorded files are accessed from the file section
  2. Select Management > File > Recording.
  3. Click the Download button to download the file.

alt text

CLI

CLI / ANI is the From part of the SIP INVITE message and contains the information about who the call was placed from, more specifically we are referring to the number that is presented to have sent the call. The detailed functions are explained on CLI

  1. Click on the + button.
  2. Fill out the details in the dialogue box.
  3. Press Save.

Details of the dialogue box can be seen below:

alt text

Stats

In the Stats tab, you can view items such as Channels, Calls Per Second (CPS), ACD, ASR, Attempts, Codes, PDD, and filter them by day or month.

Latest Calls

Here you can check the latest call from this tab, look up calls and refresh the list of simulated calls. For simulating the call:

  1. Click on the Simulate button.
  2. Popup will appear.
  3. Fill out the details of the dialogue box like Dialed Number, CLI/ANI, Switch IP etc., as mentioned in the image below:
  4. Finally press Simulate button.

alt text

Dialogs

The Dialogs tab shows the active calls on the account so you can easily see active calls with one click.

Payments

In this tab, you can make a list of all the payments that have been made so far and you can also add new payments by:

  1. Click on the '+' button.
  2. Fill out the dialogue box as shown in the image below. Add the Description of the payment, the total amount in digits and finally select the status of it whether it’s Completed, Pending or Cancelled.
  3. Finally press the Save button.

alt text

Alerts

The Alerts tab allows you to generate alerts to your customers when specific events are triggered. You can view all your alerts by clicking on this tab.

To add a customised alert from the Alerts screen: 1. Click the + button.

alt text

  1. Give the alert a name such as: Low Balance Alert.
  2. Select the email address or phone number to receive the alert.
  3. Area is the place that is being monitored, i.e. Balance.
  4. The Operator is the comparitor to which the threshold is compared. For example, if the Operator is set to >$50, and the Threshold is set to $50, an Alert will be triggered and sent to the recipient.
  5. Click Save.

alt text

DID

You can assign DID in an account by following these steps:

  1. Click on the ‘+’ button which is at the extreme right of the page.
  2. Popup will appear. Add DID name, set the Destination; select the Provider name, Provider Card, Customer name and Customer Card from the dropdown menu options respectively; Cost in digits and Retail as shown in the image below:
  3. And Press Save button.

alt text

Call Detail Record (CDR)

The CDR tab shows a listing of Call Detail Records associated with the selected account. Selecting the entries will display more detailed information, and pressing the download CDR buttton will save the record to your hard drive.

Recalculate CDR

To recalculate long-duration calls that timed out:

  1. Click the Recalc CDR button.
  2. Fill the dialogue box. Here you can select the day, maximum duration:

alt text

  1. Click Save.

Packages

To add tcustomer packages and quantities:

  1. Click the + button.
  2. Fill in the dialogue box with relevant details. Checking Auto Decrement will debit the package amount from the customer account depending on the quantity.
  3. Click the Save button.

alt text

To choose package duration, quantity, cost, and frequency, click the drop down arrow in the Package box.

alt text

Invoices

The Invoices tab displays a record of invoices sent to the account. Clicking the entries will display more detailed information.

Contracts

The Contracts tab shows a listing of provider contracts associated with the active customer account. Select the records by clicking their names to see more details.