Business Management with Omnivoice’s Dashboard

Whether it’s a well-organized desk or a business management tool, a tidy workspace is crucial for productivity. Omnivoice’s Dashboard brings together organization and practical functionality.

Key Features of Omnivoice Dashboard:

1. Unified Access: Manage all your essential call metrics from a single, user-friendly interface with Omnivoice Dashboard, eliminating the need for multiple tabs and applications.
2. Employee Performance Analytics: Stay updated on your team’s performance. Easily sort and review statistics by time frames or employee names.
3. Downloadable Reports: Extract your data into an XSL file with ease for in-depth analysis or sharing, perfect for presentations or detailed reviews.
4. Sleek Design: Let your eyes rest while looking at the simple dashboard on your computer screen.

Key Performance and Indicators in Omnivoice Dashboards

Access a variety of analytic tools through the Omnivoice Dashboard, including:

• Comparison of Connected vs. Missed Calls.
• Data on average speed of answer & average talk time.
• Volume data for incoming, outgoing, and internal calls, as well as voicemails.
• Flexible filtering by time period, users, and phone numbers.

Maximizing Business Oversight with One Click:

Having data is one thing; transforming it into actionable insights is another. The Omnivoice Dashboard is crafted to provide clear, useful information, helping administrators make informed decisions. From evaluating individual performances to measuring overall productivity and planning future strategies, the Dashboard is a dependable tool for business oversight.

Use Case: Monitoring Sales Team Performance

Scenario: Jamal, the Manager at OrganiKo, recently transitioned his sales team to the Omnivoice platform. OrganiKo, a family-owned Southern kombucha brewing company, needed a reliable method to improve team performance and meet sales targets.

How the Omnivoice Dashboard Helps:

On a typical Monday morning, Jamal logs into the Omnivoice Dashboard and sets the filter to review the previous week’s metrics. He observes:

• Three team members surpassed their call targets, indicating increased interactions with potential clients.
• New recruits showed longer call durations, likely spending more time understanding client needs.
• The most experienced operator had an unexpectedly low call count.

Jamal uses Omnivoice’s XSL analytics download feature to analyze this data and presents it at the weekly sales meeting. The team brainstorms on helping new recruits in handling queries faster and better. Later on, during 1-1’s, Jamal asks the operator with the lowest call count what happened and finds he’s been affected by an issue in his personal life and needs time off.

With the Omnivoice Dashboard, Jamal could do a better job as the team manager and quickly pinpointed areas needing focus, helping each member of OrganiKo’s sales team perform better.

Problems Omnivoice Dashboard Might Solve:

1. Lack of Transparency: Managers often struggle with unclear views of employee performance, making it hard to gauge team productivity. The dashboard provides a clear view of performance metrics, highlighting strengths and areas for improvement.
2. Time-Consuming Data Compilation: Compiling performance reports manually is often slow and prone to errors. The Dashboard simplifies this process with its one-click report downloads, making it more straightforward and reliable.
3. Delayed Intervention: Quick action is crucial when addressing problems or inefficiencies. The Dashboard’s up-to-date metrics allow managers to identify and tackle issues promptly, helping to prevent escalation.
4. Inadequate Resource Allocation: Understanding employee performance through the Dashboard aids managers in determining who may need more training or resources. This ensures an equitable distribution of resources for optimal team success.

By providing real-time performance metrics, the Dashboard removes uncertainty in team management, enabling data-informed decisions. Whether it’s assessing individual employee contributions, allocating resources, or ensuring timely problem-solving, the Dashboard is a vital tool. It’s more than just call management; it’s about improving overall business operations for continued success.

What Are Roles and Permissions in Omnivoice?

Roles and Permissions are critical features that allow businesses to manage user access to various Omnivoice system functions. These include business numbers, messages, voicemails, and the overall account settings. Different roles allow for varying levels of system access, while specific permissions within each role offer even greater control, allowing different employees to have different levels of access within the same role.

What Roles Are Available?

Omnivoice provides a three-tiered access hierarchy for managing users.

Administrator:

This role has the highest level of permissions within the Omnivoice profile and account. They have the authority to change all Omnivoice settings, including business numbers, messages, voicemails, call flows, contacts, integrations, and more. Admins are also responsible for managing users, and they can change roles for themselves and other Administrators, Managers, and Agents. They can also modify and delete the account.

Manager:

The Manager role is more flexible and can vary in terms of access permissions. Depending on the permissions set, a Manager can have access that is slightly more than an Agent or almost as comprehensive as an Administrator (barring some advanced account management features). Usually, Managers can access calls, messages, voicemails, and contacts, manage call flows, set up and delete integrations, and handle agent management.

Agent:

Agents have the most basic level of access to the Omnivoice profile. Typically, an Agent can access their own calls, messages, voicemails, and contacts. Administrators can adjust phone permissions to allow Agents access to calls within their Call Group or Call Flow. If your company has multiple phone numbers, you can specify which business numbers Agents have access to.

Comparison of Roles in Omnivoice

Let’s take a quick comparison of the capabilities of each role. Note that options with an asterisk depend on the settings determined by the Administrator.

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How Do Roles and Permissions Work?

This setting allows team members to see only specific sections of the Omnivoice profile. The sections they don’t have user access to won’t be visible. This allows for focused work without unnecessary distractions. The sections available to all users involve making/receiving business calls, and accessing voicemails and messages in which they participated.

If a user has wider access, their profile visibility may include areas like managing call flows, viewing and managing other users’ communication, user management, and controlling the account.

How to Set Up Roles and Permissions in Omnivoice

1. Go to the “Team” section of the Omnivoice account.
2. Click on the “Members” or “Groups” tab based on whether you need to find a group or individual user.
3. You’ll see a list of users. Click on the name of the user you want to assign new roles or permissions to, or modify existing ones. A popup will appear.
4. In the user’s card, under the basic information, you will find a new section “Roles and Access”. Here, you can assign roles to users and set specific permissions.
5. Click “Save” to save the changes.

Supervise Feature: Viewing Through Another User’s Perspective

• Step into Users’ Shoes: The “Supervise” button lets admins experience Omnivoice from another user’s perspective.
• Direct Insights: Admins can quickly identify which features or information an agent has access to.
• Swift Corrective Actions: If an agent has undue access, admins can restrict it immediately. For instance, they might limit the agent’s access to a secondary business number.
• Enhanced Security: This feature reinforces security measures by ensuring correct access permissions.

Benefits of Using Roles and Permissions in Omnivoice

Adopting a robust roles and permissions system like that offered by Omnivoice comes with a plethora of benefits. This system fosters enhanced efficiency, security, and productivity within the organization. Here are some of the key benefits:

1. Enhanced Security: By granting different levels of access to various team members, businesses can effectively reduce the risk of sensitive information falling into the wrong hands. It also safeguards the system from potential errors that could be made by users who are not familiar with certain features or settings.

2. Improved Productivity: With each team member having access to the features and settings necessary for their role, they can operate independently without requiring assistance from others. This, in turn, leads to higher productivity as tasks are executed swiftly and seamlessly.

3. Greater Efficiency: A roles and permissions system eliminates the need for micromanagement, as every team member knows exactly what they are authorized to do. This fosters a sense of responsibility and improves overall operational efficiency.

4. Easy Scalability: As your business grows and your team expands, the roles and permissions system allows you to easily manage and control new users’ access to the Omnivoice system, ensuring a smooth integration of new members into your existing workflow.

5. Customization and Flexibility: The roles and permissions system provides the ability to customize access for individual team members. This flexibility means you can adapt your system as your team evolves and as specific project requirements change.

Ready to Start Using Role-Based Permissions?

Understanding the roles and permissions available can help you better manage your Omnivoice system and ensure each team member can effectively perform their job duties. Start using this feature today to enhance your business communication and improve productivity.

With the rapid growth of digital communication tools, the safety of sensitive data has become essential. Omnivoice recognizes this critical need and has adopted stringent measures to ensure your data remains uncompromised.

Why Your Business Needs Data Privacy:

Data breaches and unauthorized access have become increasingly common, leading to devastating impacts for businesses in terms of financial losses, reputational damage, and regulatory penalties. Omnivoice’s advanced encryption and security measures counteract these threats, preventing:

• Unauthorized access to sensitive information.
• Eavesdropping or interception during data transmission.
• Data tampering and unauthorized alterations.
• Exposure of personal and business information to malicious entities.

Unwavering Commitment to Security

Beyond just encryption, Omnivoice ensures that all connections, both internal and external, are fortified with SSL certificates. These certificates not only offer powerful 256-bit encryption but also ensure company verification. This verification process encompasses:

• Establishing the company’s legal, physical, and operational presence.
• Ensuring compliance with official documents.
• Verifying the company’s exclusive rights to use its domain.

At Omnivoice, we understand that the security and reliability of our services are paramount for our clients. Here’s a detailed breakdown of how we ensure our standards meet and often surpass the highest industry benchmarks:

World-class Security Measures

Secure Connections:

All interactions, whether internal or external, utilize SSL Certificates, ensuring 256-bit encryption and thorough company verification. Our validation process ensures:

1. Acknowledgment of the company’s legal persona and both its physical and operational existence.
2. Assurance that the company adheres to all pertinent official documentation.
3. Confirmation that the company holds exclusive rights to its domain.

Payment Security:

Our partnership with Recurly, a billing system renowned for its compliance with PCI-DSS Level 1, positions us on the Visa Global Registry of Service Providers. Here’s how we shield our customer’s transactions:

1. Compliance with the Payment Card Industry Data Security Standard (PCI-DSS).
2. Deployment of Data Encryption that aligns with the PCI Data Security Standard for Service Providers.
3. Adoption of Web Application Security that follows contemporary secure coding protocols.
4. Establishment of Physical & Network Security, ensuring data resides in highly secure facilities.
5. An explicit internal policy that bars any Omnivoice member from storing or accessing sensitive payment data. We are PCI-DSS certified.

Dependable Data Centers:

We harness the robust capabilities of Amazon Web Services (AWS) Data Centers. AWS not only offers top-tier data centers but also ensures:

1. A meticulously crafted network dedicated to shielding information, identities, applications, and devices.
2. Advanced data protection services with encryption, key management, and threat detection that perpetually safeguards accounts and workloads.
3. Proactive threat identification through ongoing network and account behavior monitoring.

Redundancy & Uptime:

Omnivoice has an impressive uptime of ~99.99%. We ensure N+1 redundancy. Our infrastructure is strategically placed across various data centers or Availability Zones. Our partnership with multiple carriers ensures industry-standard redundancy.

Backup Protocols:

At Omnivoice, user data integrity is key:

1. We employ continuous backups, ensuring all sensitive data is encrypted.
2. User data resides in failover clusters, benefiting from real-time replication.
3. Comprehensive database backups are undertaken daily and stored separately from the main data center.

STIR/SHAKEN Verification:

We’re proactive in battling Caller ID spoofing, which accounts for over 70% of fraudulent calls:

1. STIR (Secure Telephony Identity Revisited) validates VoIP calls with a unique digital signature.
2. SHAKEN (Secure Handling of Asserted Information Using Tokens) offers guidelines for providers on managing STIR-authenticated calls.
3. In tandem, these protocols shield our users from deceit. A verified incoming call to an Omnivoice user will display a checkmark, signifying its genuine origin.

Data Privacy Protocols:

We safeguard sensitive data through:

1. Multilayered encryption in a network segregated from public internet access.
2. Regularly rotating encryption keys, with new keys generated daily.
3. Ensuring sensitive data in transit over public networks remains encrypted by an SSL connection using TLS v1.2 or superior.

 

What Are User Extensions in Omnivoice?

User extensions in Omnivoice are a dedicated set of digits that are assigned to individual users within a phone system. They function as individual identifiers, allowing internal and external callers to directly reach the intended recipient without going through an operator or an automated menu. Extensions can typically be three to six digits long, depending on the size and needs of the organization.

How Do User Extensions Work?

In Omnivoice, once a user has been assigned an extension, they can receive direct calls through it. Callers simply need to dial the main business number, followed by the specific extension of the person they want to reach. The system then routes the call directly to that user, whether they’re on their desk phone, a softphone on their computer, or the Omnivoice mobile app on their smartphone.

Setting Up User Extensions in Omnivoice

Setting up user extensions in Omnivoice is straightforward:

1. Log in to your Omnivoice admin account.
2. Navigate to the ‘Team’ section.
3. Select a user and click on ‘Edit’.
4. In the user settings, you will see a field for ‘Extension’. Enter the desired digits here.
5. Click ‘Save’ to apply the changes.

Please note that only admins have the ability to assign and change user extensions.

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Benefits and Use Cases of User Extensions

User extensions in Omnivoice bring several benefits:

• Smooth Communication: By providing a direct line to each user, user extensions eliminate the need for operators or automated directories for internal calls, making communication quicker and more efficient.
• Improved Customer Service: External callers can also use extensions to reach the person they need without unnecessary steps or transfers, improving their experience and reducing their time on hold.
• Flexibility: Since Omnivoice is a VoIP system, user extensions work wherever the user is, not just at a specific desk or office. This is particularly valuable for remote or mobile workers.
• Professionalism: Having user extensions gives your business a professional image, showing that you have a sophisticated phone system and a structured organization.

As for use cases, user extensions are particularly useful in organizations where teams or departments may need to frequently communicate with each other. They’re also valuable for businesses where employees may not always be in the office but still need to be reachable, such as sales or consulting firms. User extensions also make it easy for regular customers or clients to reach their usual contacts directly.

What are Call Logs?

Call logs are comprehensive records of phone calls made or received by a specific number. They usually include details like caller identity, call duration, time of the call, and the direction of the call (incoming or outgoing). Omnivoice’s call logs allow administrators to track and manage business calls effectively, providing insights into call patterns, durations, and other valuable metrics.

Navigating the Call Log Feature in Omnivoice

In Omnivoice, each call log entry presents a consistent, detailed layout. It starts with an icon representing the call status (green for connected, gray-black for failed, and orange-red for missed). The direction of the call is indicated by an arrow pointing toward or away from the icon.

The call log entry also includes the caller’s name and number, the dialed number, the call recipient, and the duration of the call. If a voicemail was left, there’s a voicemail play button at the end of the entry.

How to Access Call Logs in Omnivoice

To access call logs in Omnivoice, start by logging into the web panel. You’ll land on the Journal page, where all call log details are available. You can either scroll through the entire history or use filters at the top to view a selected subset of calls.

Understanding How Call Logs Work in Omnivoice

When a call is made or received, it’s automatically logged and stored, along with pertinent details like duration, participants, and voicemails. Omnivoice’s system also allows you to add notes to a call, which can be helpful for keeping team members informed about call details. All data is stored on a secure, cloud-based server, making it accessible anytime, anywhere.

Additional Call Log Data Features in Omnivoice

• Caller ID: The caller’s name and number are identified, providing useful context for each call.
• Call Analytics: This tool offers powerful statistics that can help you improve call connections and employee performance.
• Notes: Add detailed notes to each call log, keeping your team informed and aligned.
• Exporting: For offline access or deep analysis, you can export your call logs in an Excel-compatible format.

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Addressing Common Business Communication Challenges with Omnivoice’s Call Log Feature

The Call Log feature of Omnivoice can help address and rectify a variety of common business communication issues, such as:

1. Inefficient Call Handling: By analyzing call log data, businesses can identify bottlenecks and inefficiencies in call handling processes, enabling improvements in call flow and customer service.
2. Poor Customer Engagement: Detailed call logs provide insights into customer interaction patterns, helping businesses understand their customers better and improve engagement strategies.
3. Team Communication Gaps: Call logs can help track and document crucial conversations, ensuring that team members are always in the loop, thereby reducing miscommunications or missed information.
4. Inadequate Resource Allocation: By analyzing call volumes and patterns at different times, businesses can optimize resource allocation for peak periods, ensuring that calls are always handled promptly and efficiently.
5. Lack of Accountability: Call logs maintain a detailed record of all calls made and received, fostering accountability among team members and ensuring that all customer interactions are up to standard.
6. Inability to Monitor Remote Teams: For businesses with remote teams or employees working from different locations, call logs provide a centralized record of all business communication, facilitating easy monitoring and management.
7. Lack of Business Intelligence: The analytical data from call logs can be used for strategic decision-making, helping businesses understand their performance and identify areas for improvement.
8. Difficulty in Tracking Customer Complaints: Call logs allow businesses to keep track of customer complaints or issues, ensuring that they are resolved promptly and effectively, thereby improving customer satisfaction.

Benefiting from Omnivoice’s Call Log Feature

The Call Log feature can be instrumental for businesses, allowing for effective call management, improved team collaboration, and insightful analytics for strategic planning. Whether tracking call patterns for better resource allocation or training team members for improved customer interactions, Omnivoice’s Call Log feature is a valuable tool for any business aiming to enhance communication efficiency and customer engagement.