Introduction Welcome to your dedicated Voice of Customer (VOC) platform, designed to provide invaluable insights from customer interactions. This powerful tool captures, analyzes, and helps you understand the voice of your potential and existing customers, enabling you to enhance their experience, refine your offerings, and drive success. Configurat...

Introduction VIP Mobile is a mobile app that you log into using your iPhone or Android device, and functions as a Crexendo phone.  This app has all the features of a regular Crexendo desk phone and allows you to: Make and receive internal office calls as if you were at a desk phone. Transfer both internal and external calls. Internal and external (S...

Introduction If you are using a desk phone with your Crexendo environment, you have several features and functions at your disposal. While Crexendo provides several different desk phone models, basic functionality remains the same across all phones.  This guide will illustrate how to answer a call, making a call, transfer a call, place a call on hol...

Introduction Conference Bridges are a great way of meeting via telephone. This guide contains all the information necessary to operate your VIP conference audio bridges as a Crexendo Office Manager. Available options include: Organizations can have more than one bridge. They can be combined with video conferences (VIP HD) Each bridge can have a “lea...

Introduction: This guide will provide the steps to adding your own music files to your campaigns within CXHub.   Steps: From the left navigation pane, select “Admin” then “Configurations” and then “Music File.” From the Music Files section, select “Add Music” or edit any existing files. Enter or edit the name of the music file and enter the URL for ...

Introduction Posh is a third-party AI application used by financial institutions to assist callers with account-related inquiries. Calls are routed through the Netsapiens/VIP platform and passed to Posh via a vendor SIP trunk. If the caller requires further assistance, the Posh application will route the call back to the Netsapiens platform—either t...

Introduction This document contains a brief overview of the VIP SMS or text messaging capabilities in your VIP Crexendo environment.  VIP SMS allows your business to engage your clients using SMS text messaging. You can do this in two scenarios: Creating a SMS queue that allows your clients to send a text to your business that can be answered by you...

  For a Video Demonstration: Your browser does not support HTML5 video.   For a Printable Version, click  HERE.     How to Place a Call (several options): Select the icon and dial the number using the keypad. Select the icon to access your contacts. Select the icon to access your recent call history.   How to Answer a Call (several options): Select ...

Introduction This guide illustrates how to use SNAPbuilder to change the feature and line buttons on your Crexendo desk phone.  For a video demonstration: Your browser does not support HTML5 video. NOTE:   SNAPbuilder is only used for feature buttons (not Soft Keys).  Feature/line buttons are located on the left and right side of your desk phone dis...

Introduction VIP Call Center gives you the ability to gather data on queues and agents in your Crexendo VIP environment. In addition to the default Call Center Dashboard, supervisors can: Create customized dashboards with "gauges" that monitor the health of your queues and agents.  These gauges come in many shapes and sizes and can be customized wit...

For a Video Demonstration: Your browser does not support HTML5 video.   For a Printable Version, click HERE . How to Place a Call (several options): Pick up the handset, enter the number, and press . Press or , enter the phone number, and press . Enter the phone number, press and pick up the headset. Press the line key, enter the number, and press ....

Introduction This guide illustrates how to use SNAPbuilder to change the feature and line buttons on your Crexendo desk phone.  For a video demonstration: Your browser does not support HTML5 video. NOTE:   SNAPbuilder is only used for feature buttons (not Soft Keys).  Feature/line buttons are located on the left and right side of your desk phone dis...

Introduction The VIP Portal for Users is a web-based tool that is available to be used to access your own settings including messages (voicemail, SMS, and fax), add personal contacts, customize your own answering rules, and time frames, edit your physical phone settings, music on hold options, and your call history for your extension. This guide wil...

Introduction VIP Analytics is a tool designed for Office Managers and Call Center Supervisors to keep your team up to date on real time queue statistics displayed on a TV, monitor, or individual PC in your call center. These VIP Boards allow you to create “cards” that display all the information that is important for you to see in real time.  This g...

Introduction The VIP Web Phone allows the user to utilize their computer as a “soft phone” to make and receive calls as if they were using a physical desk phone. The VIP Web Phone has all the features of your physical desk phone or mobile app including: Make/Receive calls to your extension. Access to your contacts. Access to your new and saved voice...

Introduction This guide contains the procedures to use the faxing features on the VIP Platform for both inbound and outbound faxes.   Receiving Inbound Faxes Once the fax feature is enabled by Crexendo, incoming faxes will be delivered to the email address(es) enabled by your administrator. You can have faxes delivered to one or more recipients (ema...

Introduction Microsoft Teams can be utilized to make and receive calls on a personal computer or by using the Microsoft Teams application on your mobile device. This guide will illustrate how to make and receive calls, in call options, and how to configure your own settings using both the Microsoft Teams Desktop Application and the Mobile Applicatio...

Introduction This guide contains the procedures to use the faxing features on the VIP Platform for both inbound and outbound faxes and how to setup a fax account in the VIP Portal for Managers.   Receiving Inbound Faxes Once the fax feature is enabled by Crexendo, incoming faxes will be delivered to the email address(es) of your choosing.  You can h...

Introduction This guide provides the steps to create several types of campaigns including Voice Inbound campaigns, Voice Outbound campaigns, SMS campaigns, and Digital Webchat campaigns.   Prerequisites Agents must already be created to be use in the campaign Pause Reasons and Dispositions must be created Skills must be created first so they can be ...

Introduction Accessing your voicemail and voicemail settings can be done from several areas including your desk phone, mobile app, web phone, and Portal. This guide will walk you through how to access and manage your voicemail through your desk phone, portal, web phone, and mobile app.   How to Check and Manage Your Voicemail Settings – Desk Phone T...

  For a video demonstration: Your browser does not support HTML5 video. For a Printable Version, click HERE.   How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press  or , enter the phone number, and press “Call.” Enter the phone number, press “Call,” and pick up the handset. Press the line key, e...

For a video demonstration: Your browser does not support HTML5 video.   For a printable version, click HERE .     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Send.” Press or , enter the phone number, and press “Send.” Press the line key, enter the number, and press “Send.” Select “New Call,” enter t...

Introduction CXHub is your access point to monitor and manage your call center and agents. The purpose of this guide is to provide a tour and navigation of CXHub for managers and supervisors, provide a list of the most important live and historic reports, and several daily tasks you may complete in managing your call center.   Getting Started To acc...

Whether you are upgrading from our Crexendo Classic software or are brand new to Crexendo, we are excited to welcome you to our VIP platform for business communications and collaboration. The VIP Portal is designed to elevate your experience and provide you with a host of valuable benefits.   Purpose The Crexendo Training Site is a resource library ...

Introduction The VIP Portal provides the option to record calls that occur in your domain. These recordings can be used for your needs such as training purposes, quality control, etc. Call Recordings can only be turned on/off and listened to by an Office Manager. All call recordings are stored in the portal for 90 days unless you configure them to b...

For a Video Demonstration: Your browser does not support HTML5 video.   For a Printable Version, click Here .     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press or , enter the phone number, and press “Send.” Enter the phone number, press “Call,” and pick up the handset. Press the line key,...

How to Create a Ring Group Ring Groups can be created to call specific extensions at the same time. This would be like creating a Ring All Call Queue without all the options that a Call Queue provides. Select the “Add Ring Group” button on the upper right side of the page. Give the ring group a name, extension, department name (optional), and site (...

Introduction In the Crexendo VIP platform, each user has a “User Scope” or user license that dictates which Crexendo features are available to the user. This guide will provide a list of features for the following User Scopes: No Portal, Professional, Advanced, Elite, Call Center Agent, Call Center Supervisor, Office Manager, and Site Manager. Crexe...

Introduction CX Hub is your access point to receive agent contact center calls, make outbound calls, and manage digital campaigns based on your role and your company’s configuration. The purpose of this guide is to provide how to login to CX Hub, a tour of the agent dashboard, and how to use your dashboard based on your role.   Getting Started To ac...

Introduction The Crexendo VIP HD Platform delivers rich High-Definition video meetings for one-on-one sessions, team meetings, and webinars for up to 200 participants. Other valuable features include: On demand or scheduled HD video meetings. Group meetings. Team rooms with persistent chat and document sharing. Webinars for up to 200 attendees Integ...

For a video demonstration: Your browser does not support HTML5 video.   For a Printable Version, click HERE.     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press  or , enter the phone number, and press “Send.” Enter the phone number, press “Call,” and pick up the handset. Press the line key,...

Introduction The VIP Portal for Users is a web-based tool that is available to be used to access your own settings including messages (voicemail, SMS, and fax), add personal contacts, customize your own answering rules, and time frames, edit your physical phone settings, music on hold options, and your call history for your extension. This guide wil...

  For a video demonstration: Your browser does not support HTML5 video. For a Printable Version, click HERE . How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press  or , enter the phone number, and press “Call.” Enter the phone number, press “Call,” and pick up the handset. Press the line key, en...

Introduction: In the Call History section of the VIP Portal, administrators can block calls coming to the domain. In the VIP Portal for Users, a user can also block SPAM or Robo calls. This guide will show how an administrator can block a number for the entire domain and how a user can block a SPAM or robocall number. For a video demonstration, go t...

For a Printable version, click HERE.     How to Pair the Handset with the Base Plug the Base into the wall for 1) power and 2) ethernet. The base cannot be connected via WiFi, so please make sure you have an accessible ethernet connection. If you are using POE (Power over Ethernet), you will just need to plug it in accordingly. If you have questions...

For a Video Demonstration: Your browser does not support HTML5 video. For a Printable Version, click HERE .   How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press or , enter the phone number, and press “Call.” Enter the phone number, press “Call,” and pick up the handset. Press the line key, ent...

Introduction Crexendo VIP Portal allows you to add customized hold music and messages to your call queues for your customers.  This guide will walk you through adding your own music to your call queues and to add your own messages to be played while your callers are waiting for an agent to take their call. For a video demonstration: Your browser doe...

Introduction Auto Attendants (AA) act as a main menu for callers. The menu can be the first step in your company’s call flow, an after-hours solution to give options when a call comes in outside business hours, or a redirect for callers to specific call queues, users, voicemails, and a dial by name directory. Auto Attendants can also be used to play...

Introduction Call Queues can be used to route calls to specific groups of users in your domain. The queue places the caller on hold and presents the call to pre-defined groups of users.  You can specify different types of call queues such as Round Robin, Ring All, Linear Hunt, Linear Cascade, or Call Park.  Users that receive calls from a call queue...

Introduction: The Users section of the VIP Portal for Managers gives you the ability to manage your users in one place. This guide contains the procedures to add, edit, and reset or delete users. This action can only be done by an admin or “Office Manager” scope from the VIP Portal for Managers.   How to Add a User: For a video demonstration, go to:...

For a video demonstration: Your browser does not support HTML5 video.   For a Printable Version, click HERE .     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press  or , enter the phone number, and press “Send.” Enter the phone number, press “Call,” and pick up the handset. Press the line key...

Introduction VIP Mobile is a mobile app that you log into using your iPhone or Android device, and functions as a Crexendo phone.  This app has all the features of a regular Crexendo desk phone and allows you to: Make and receive internal office calls as if you were at a desk phone. Transfer both internal and external calls. Internal and external (S...

Introduction The Inventory section of your Crexendo Portal provides the Office Manager an organized list of your domain’s direct dial Phone Numbers, SMS numbers (if applicable), Phone Hardware, and Fax Numbers. The Inventory sections is also where you can assign direct dial numbers to users, assign time frames and call routing to your business numbe...

Introduction CXHub provides a quick and easy solutions to setup SMS Campaigns for your call center solution.   Prerequisites To setup SMS Campaigns in CXHu b there are a few pre-requisites that need to be completed for a successful deployment: Identify the SMS numbers that are needed in a CX SMS campaign The phone numbers need to approved and added ...

Introduction The Attendant Console is a valuable tool if you regularly transfer calls within your business. This guide contains a brief overview of Crexendo’s Attendant Console - a companion product when coupled with your desk phone or web phone.   The VIP Attendant Console (VAC) is an application that you navigate to from the VIP Portal by clicking...

  For a Video Demonstration: Your browser does not support HTML5 video. For a Printable Version, click HERE.   How to Place a Call (several options): Select the icon and dial the number using the keypad. Select the icon to access your contacts. Select the icon to access your recent call history.   How to Answer a Call (several options): Select “Answ...

Introduction The VIP Web Phone allows the user to utilize their computer as a “soft phone” to make and receive calls as if they were using a physical desk phone. The VIP Web Phone has all the features of your physical desk phone or mobile app including: Make/Receive calls to your extension. Access to your contacts. Access to your new and saved voice...

Introduction If you are using a desk phone with your Crexendo environment, you have several features and functions at your disposal. While Crexendo provides several different desk phone models, basic functionality remains the same across all phones.  This guide will illustrate how to answer a call, making a call, transfer a call, place a call on hol...

Introduction Time Frames are set periods of time that you want your phone system to follow. This could include scenarios such as business hours, after hours, and holidays. Note :  Creating Time Frames only makes the system aware of these periods. A time frame by itself does not cause the system to perform any action during these times. The time fram...

For a video demonstration, go to: https://www.youtube.com/watch?v=YJ7DjUW3pAU&list=PLXADOltuavV9jC_HL7NiOiBoKA9VZIBxm&index=9   To add a shared contact that will be shared in all user’s contact list: Select “Shared Contacts” on the upper right side of the screen.   Select “Add Shard Contact” which will open a new dialogue box to add the shar...

Introduction Call Center for Supervisors gives a call queue supervisor the ability to access Call Center for queue analytics, the ability to manage your call queues, and manage your call center agents. This guide provides an overview of your options within the VIP Portal as a Call Center Supervisor. For a video demonstration: Your browser does not s...

Introduction: This guide provides the steps for a Reseller to change a customer's Time Frames such as Business Hours, Holidays, etc.   Steps: Login to the Crexendo VIP Portal at: https://portal.crexendovip.com/portal/ Select “Domains.” Search for or click the domain you would like to edit. Select the “Users” button in the navigation row. Locate a us...

Introduction Accessing your voicemail and voicemail settings can be done from several areas including your desk phone, mobile app, web phone, and Portal. This guide will walk you through how to access and manage your voicemail through your desk phone, portal, web phone, and mobile app.   How to Check and Manage Your Voicemail Settings – Desk Phone T...

For a video demonstration: Your browser does not support HTML5 video. For a printable version, click HERE .     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Send.” Press or , enter the phone number, and press “Send.” Press the line key, enter the number, and press “Send.” Select “New Call,” enter the...

For a video demonstration:   Your browser does not support HTML5 video.   For a printable version, click Here .   How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Send.” Press the headset button or the speakerphone button, enter the phone number, and press “Send.” Enter the phone number, press “Dial,” an...

Introduction Crexendo VIP Voice Studio enables you to create professional welcome greetings, auto-attendant, IVR (Interactive Voice Response), and call menu recordings, and mix them with license-free music ready to play to queuing and holding callers. This guide provides the steps to accessing and using Voice AI Studio. To access Voice AI Studio, fi...

  For a video demonstration: Your browser does not support HTML5 video.   For a Printable Version, click HERE .     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press  or , enter the phone number, and press “Send.” Enter the phone number, press “Call,” and pick up the handset. Press the line k...

Introduction: This guide provides the steps for a Reseller to access a customer's Voice AI Studio   Steps: Login to the Crexendo VIP Portal at: https://portal.crexendovip.com/portal/ Select “Domains.” Search for or click the domain you would like to edit. Select the “Users” button in the navigation row. Locate a user with an Office Manager user lice...

For a Video Demonstration: Your browser does not support HTML5 video.   For a printable version, click HERE.   How to Pair the Handset with the Base Plug the Base into the wall for 1) power and 2) ethernet. The base cannot be connected via WiFi, so please make sure you have an accessible ethernet connection. If you are using POE (Power over Ethernet...

For a video demonstration: Your browser does not support HTML5 video.   For a Printable Version, click HERE . How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press or , enter the phone number, and press “Call.” Enter the phone number, press “Call,” and pick up the handset. Press the line key, ent...

Introduction The Call History section of the VIP Portal shows any calls to and from the domain or to and from the individual user.  This guide illustrates how an Office Manager can run reports, filter calls, and retrieve call recordings from all calls in the domain, and how to block SPAM/ROBO Calls in the VIP Portal.   Call History for an Office Man...

Whether you are upgrading from our Crexendo Classic software or are brand new to Crexendo, we are excited to welcome you to our VIP platform for business communications and collaboration. The VIP Portal is designed to elevate your experience and provide you with a host of valuable benefits.   Purpose The Crexendo Training Site is a resource library ...