An owner who wants to know about missed calls
Turn on “Missed call” in the portal: whenever a call ends unanswered you hear a sound and see who called, with one click to the report to call them back.
Management
Phone system notifications: know at once what is happening, in the portal or by email
Every user picks which phone system events they want to hear about and how: a notice with a sound in the portal, a browser notification or an email.
Missed call+44 7700 900284 › London office
Queue fullCustomer support · 10/10
Operator on a break202 · Laura Green
Callback requestedCustomer callbacks · +44 7700 900567
What it is for
Notifications tell you when something you care about happens on your phone system: a missed call, a full queue, an agent going on a break, a customer asking to be called back. Each user on your account picks their own events without touching anyone else's.
The events are the same as the webhooks', in seven groups: Calls, Queues, Operators, IVR menu, Feedback, Callback and Internal chat. For each one you tick Portal, Email or both.
In the portal a notification arrives with the sound you like and goes into the list under the bell, which counts the unread ones. Turn on browser notifications and you see it even with the portal in another tab. Each notification says who called, which number, queue or agent, and one click opens the right page: the calls, queues or operators report, the feedback results or the callback requests.
Emails go out at most once every 5 minutes per user: if an event comes sooner its email is not sent, but the notification still stays in the portal's list.
Use cases
The call center manager
Follows “Queue full”, “Queue abandoned” and “Operator on a break”. When the support queue fills up they know at once, even while working in another browser tab.
Callback requests
Whoever runs sales turns on “Callback requested” by email too: they get the customer's number and open the callback requests list directly.
Agents writing to the admin
From the panel agents write to “Admin” in the internal chat. This notification is on from the start: the message arrives in the portal and leads to the conversation.
Negative feedback to read
With “Feedback received” you see every completed survey with its score and the customer's number, and open it among the feedback results.
How it works
Open the notification settings
From the bell next to your user menu go to Notifications › Settings.
Pick a sound and browser notifications
Click a sound to hear and choose it, or pick “None”. Press “Turn on in the browser” to get alerts even with the portal in the background.
Tick the events
For each event in the seven groups choose Portal, Email or both. Your choices are saved at once.
Read and open notifications
The bell shows the latest notifications and how many are unread. Click one to open its page, or mark them all as read.
What you can set
Channels and alerts
- Portal
- The notification pops up with the chosen sound and stays in the bell's list.
- The notification arrives by email, at most one every 5 minutes per user.
- Sound
- Chime, Ding, Pop, Bell, Blip or None; click a sound to hear it.
- Browser notifications
- Your system shows notifications even with the portal in another tab or window; they are turned on per browser.
Calls
- New incoming call
- A call arrives on one of your numbers, before any routing.
- Call ended
- A call ends, with duration and wait.
- Missed call
- An incoming call ends without anyone answering.
- Call limit reached
- A call finds the number at its limit of simultaneous calls and is ended.
Queues
- Call entered a queue
- The call enters a queue.
- Queue call answered
- An agent in the queue answers.
- Queue abandoned
- The caller hangs up while waiting in the queue, with the wait time.
- Queue timed out
- The maximum wait is exceeded or no agents are there, and the call goes to the fallback destination.
- Queue full
- A call finds the queue at its maximum of waiting callers.
Operators
- Operator signed in / signed out
- The agent opens or closes the operator panel.
- Operator on a break / available
- The agent goes on a break or becomes available again.
- Call ringing an operator
- A call rings the agent, from a queue or direct.
- Operator answered / did not answer
- The agent answers, or it rang without an answer.
- Outgoing call and answer
- The agent calls an outside number, and that number answers.
- Call transferred
- The agent transfers the call.
- Call outcome and Conversion
- The agent saves an outcome, or an outcome that counts as a conversion.
IVR menu, Feedback, Callback and Internal chat
- Call entered an IVR
- The call enters an IVR menu.
- IVR key pressed
- The caller presses a valid key, with the key and the destination.
- No IVR key pressed
- No key, or an invalid one, after every attempt.
- Feedback received
- The caller answers the survey, with the score.
- Callback requested
- The caller asks to be called back.
- Internal chat message
- An agent writes to “Admin” in the panel's internal chat; on in the portal from the start.
Notification list
- Bell
- The number of unread notifications and the latest ones, with “See all” and “Mark all as read”.
- Notifications page
- The full list, filtered between All and Unread, with “Load more” to go back in time.
- Open
- Each notification leads to the page where that event is looked at and is marked as read.
Frequently asked questions
Can I get a notification when I miss a call?
Yes. In Notifications › Settings tick “Missed call” for the portal, email or both: you see who called and which number, with one click to the calls report.
Does every user have their own notifications?
Yes. Each user on your account picks their own events, sound and channels, and has their own list of read and unread notifications.
Why don't I get an email for every event?
To keep your inbox usable, emails go out at most once every 5 minutes per user. Events that arrive in between still stay in the portal's list.
Do I see notifications when the portal is in another tab?
Yes, if you press “Turn on in the browser” and the browser allows it: your system shows the notification while you work elsewhere.
What is the difference between notifications and webhooks?
The events are the same. Notifications alert people in the portal or by email; webhooks send the same events to your own systems, such as a CRM.
Related features
Try it on your own phone lines
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