Knowledge For All
Recent Articles
OUC: Faint Static / Crackling sound during call.
Symptoms: During a call while you or your callee is talking you hear a faint static / crackling sound. Solution: disabling incoming noise suppression Steps: Goto Settings > Preferences >...
rating 30 Dec, 2021 Comments: 0
OUC Address book entries are not displayed proper / alphabetically
Your (various) address book entries are not shown properly / alphabetically (see screenshot example) Set you contact sort order. Goto Settings Preferences Look for "Contact Sort Order" ...
rating 29 Dec, 2021 Comments: 0
OUC: 3 Way Conference / Add a caller
A 3 Way conference / add a caller is the ability to add another caller to the ongoing. 1. During an active call press the Add Call Button 2. The Keypad will appear. 3. Key in the...
rating 29 Dec, 2021 Comments: 0
OUC: How to Attended Transfer
An attended transfer is a transfer whereby you ask the receiving party if they want to take the call, the original caller will be put On Hold while you call and check with the receiving party. 1....
rating 29 Dec, 2021 Comments: 0
OUC: How to Blind / Unattended Transfer
A blind / unattended transfer is a transfer without checking if the receiving party wants or can take the call. 1. During an active call press the Transfer Button 2. The Keypad will...
rating 29 Dec, 2021 Comments: 0
OUC Follow-me second call not coming in when OUC is ringing.
Symptoms: When OUC is ringing my extension a second call from my follow-me list is not coming in. Scenario: On my ext 1000 I've also set follow-me to my mobile 012-3451234 and the ring strategy is...
rating 23 Dec, 2021 Comments: 0
ORENcloudUC OS Compatibility List.
ORENcloudUC is available on the following mobile platforms; Apple iOS 11.0 and up (ARM v7, ARM64) Google Android 6 and up (ARM v7, ARM 64, x86, x86-64) ORENcloudUC is available on the...
rating 14 Dec, 2021 Comments: 0
Conversation Workflows
Conversation Workflow The customer initiates a conversation from the website front end - through the widget. For example: Customer types in 'Help' Automated response set in channel...
rating 10 Dec, 2021 Comments: 0
READ ME.
This category is a customer category and can be viewed once you login with your customer credentials. If you do not know your customer credentials please contact your Astiostech / Orencloud...
rating 09 Dec, 2021 Comments: 0
Firewall Setting & Ports required to use voice for AstiosUC (AUC) Softphone (Back-Office)
To seamlessly use the AstiosUC (AUC) Softphone it might require you to ensure some settings are Disabled and Ports to be opened outbound to our server(s). 1) Ensure ALG SIP on firewall, router,...
rating 09 Dec, 2021 Comments: 0
Configure your profile
Update your profile This section will help you to update your agent profile on OMNI. The updated information will be used on the dashboard, live-chat widget, and in all external communication...
rating 08 Dec, 2021 Comments: 0
Command Bar - Efficient usage
Commandbar OMNI's command bar will help you navigate more seamlessly around OMNI dashboard and optimize you workflow with a new host of commands starting with a single shortcut - ⌘ + K on macOS...
rating 08 Dec, 2021 Comments: 0
Keyboard Shortcuts
Keyboard Shortcuts OMNI has several keyboard shortcuts that perform operations that help you to navigate through the different dashboards and make some actions more efficient with the help of the...
rating 08 Dec, 2021 Comments: 0
Reports
Reports Reports of the conversations which has happened over time, can be viewed in the Reports Section. Click on Reports on home page. The below window opens up with Overview of the...
rating 08 Dec, 2021 Comments: 0
Chat Routing
Routing conversations Every conversation in OMNI can have an assignee. An assignee can be manually added to the conversation via the web console or the API, or the organizations can opt for...
rating 08 Dec, 2021 Comments: 0
Contacts
Contacts Contacts section in OMNI contains the details of End Users/Customers that you have interacted with using OMNI Widget. You can consider it as Customer Data Base. Click on Contacts on...
rating 08 Dec, 2021 Comments: 0
CSAT - Customer Satisfaction Score
CSAT The CSAT(Customer satisfaction score) generally represents how happy customers are with your product or service or specific experience. CSAT is one of the critical customer satisfaction...
rating 08 Dec, 2021 Comments: 0
Custom Attributes
Custom Attributes OMNI supports custom attributes other than standard data attributes (a default set of data about your conversations/contacts like Name, Email, Location, etc.). A custom...
rating 08 Dec, 2021 Comments: 0
Canned Responses
Create common reply messages using canned responses Canned Responses are saved reply templates that are used to send out a reply to a conversation quickly. You can use canned responses to save...
rating 08 Dec, 2021 Comments: 0
Labels
Add Label Labels help you to categorize conversations and prioritize them. You can assign label to a conversation from the side panel. Labels are tied to the account and can be used to create...
rating 08 Dec, 2021 Comments: 0
Create teams
Create and manage teams Teams let you organize your agents into groups based on their responsibilities. A user can be part of multiple teams. You can assign conversations to a team when you are...
rating 08 Dec, 2021 Comments: 0
Setting up website chat widget
Setting up Widget Click on Inbox on the home screen. The Inbox you have created will appear here. If you have created multiple inboxes, click on the inbox for which you need to create the widget....
rating 08 Dec, 2021 Comments: 0
Setup Web Chat and Customize your inbox (channels)
Inbox for a Website Here is an example of how to add an Inbox for a Website. Click on Website Button. Field Name Value Remarks Website Name Enter Name of your Website ...
rating 08 Dec, 2021 Comments: 0
Add Agent
An Agent is a member of your Customer Support team. Agents will be able to view and reply to messages from your users. Click on 'Settings' on the Left Hand Side OR 'Click here to Invite Team...
rating 08 Dec, 2021 Comments: 0
Configure account details
An account in OMNI holds the information about the organization. You can update the name or language used in the account by changing the settings as show below. To update account details, click on...
rating 08 Dec, 2021 Comments: 0