Omnia Admin: Account Settings

Alert: This document applies to the following user roles within Omnia:

• Account Administrator: Have limited editing privileges.
• Partner Administrator: Have full rights to edit all account details.

1. Locate the Account Dropdown:

• If you are an account admin assigned to multiple accounts or a partner admin, you can quickly find and switch between accounts to view and edit the account settings by typing keywords or account numbers.
• At the top of the screen, locate the dropdown menu showing the current account name.

2. Open the Dropdown Menu:

• Click on the current account name to open the dropdown menu.

3. Select the Desired Account:

• Scroll through the list of available accounts.
• Click on the account name you wish to manage.

4. Type Keywords or Account Number:

• Start typing the name or account number in the search field.

5. Select the Desired Account:

• Once the desired account appears in the dropdown list, click on it to select.

6. Navigate to Settings:

• Go to the Admin Portal and sign in.

• Click the Account tab to expand it, then select Settings.

• You can also access, view, and edit the settings for an account by navigating to System Admin then Accounts. For detailed instructions, see the System Admin - Accounts document.

Note:

• Partner Admins will see all accounts that fall under their administration.
• Account Admins will only see the specific account(s) assigned to them.

7. General Settings:

• In the General tab, you can view and update the following information:
  • Enforce Two-Factor Authentication for organization: Check this box to enforce two-factor authentication if not already enabled.
  • Disable Account: Check this box to disable the account.
  • Residential Account: Check this box if the account is residential.
  • Name: View or update the name of the account. This name will be used as the default caller ID.
  • Billing ID: View or enter the billing ID.
  • Time Zone: Select or update the appropriate time zone.
  • Bill Start Date: Set or update the bill start date.
  • Select Music on Hold: Choose or update the music on hold.
  • Register SMS Brand: Register an SMS brand if applicable. See the following document for step-by-step instructions on how to register: SMS Brand Registration.

8. Select Music on Hold:

• Choose the desired music on hold from the dropdown menu. Some options may already be enabled and can be viewed or edited as needed.
• You can also add a new media file by clicking Create a new music on hold.

9. To add a new media file:

• Click Create a new music on hold.
• Click Add a Mediafile.
• Use the controls to record or upload the media file. This will open additional options.

10. Additional Options:

• Playback: Click to play the media file.
• Press and Hold To Record: Click and hold to record a message.
• Upload File: Click to add an existing audio file.
• Cancel Changes: Click to revert to previous settings.
• Enter a name: Type the name in the Mediafile name field before saving.
• Save Changes: Click to save the recorded or uploaded file. This media file will now be available to choose from and select in the dropdown.

11. Add New Music on Hold:

• Enter the name of the new file in the Enter name field.
• In the Select Media Files field, pick the file from the dropdown menu.
• Click Create to save the new music on hold.

12. Edit Account Settings:

• Navigate to the Settings tab within the Edit Account screen.
• You can update the following options:
  • Enable password prompt for retrieving voicemails: Check this box to require a password prompt.
  • Enable same ring for internal and external calling: Check this box to use the same ring tone for both.
  • Maximum incoming rings: Select the maximum number of rings from the dropdown menu. This is the default for the account, but it can also be edited for an Extension.
  • Parking lot timeout: Set the parking lot timeout duration.
  • Call waiting: Choose the call waiting option from the dropdown menu. This is the default for the account, but it can also be edited for an extension.
  • Parking lot count: Select the number of parking lots.

13. Salesforce Integration:

Admins can enable and edit the Salesforce integration settings after account creation.

• Navigate to the Integrations tab within the Edit Account screen.
• CRM Integrations: Select the Salesforce option to enable the integration.
• Salesforce Base URL: Enter the Domain for the Salesforce instance.
• CTI Task Generation: Specify when to generate tasks using the dropdown menu:
  • Always: Tasks are generated for every call.
  • Never: Tasks are never generated.
  • User: Users can choose whether to generate tasks for each call.

These settings only apply if the Salesforce integration is turned on.

14. Call Outcomes:

• Enable Call Outcomes: Check the VOXO icon to enable or disable Call Outcomes.
• Specify Call Outcomes:
  • Select existing outcomes from the dropdown menu.
  • To enter new outcomes, type the description in the field and select it.
  • To remove an outcome, click the x button next to the outcome.

15. Call Outcomes Explanation:

• If Call Outcomes are enabled, when a user hangs up a call using the Omnia softphone, they will be prompted to select an outcome from the available options set up on the account.
• These selected outcomes can be used in various reports within Omnia to analyze call results and performance.

16. Webhooks:

Webhooks allow Omnia to send real-time data to another application whenever specific events happen (like a call ending or a new voicemail). They enable automatic updates and integrations with other systems without the need for manual intervention.

Add a Webhook:

• Select the webhook Type from the dropdown menu. Options include:
  • CALLRECORDING
  • ENDCALL
  • NEWVOICEMAIL
  • SALESFORCECRM
  • STARTCALL
• Enter the URL for the webhook.
• To add additional webhooks, click Add Web Hook again and repeat the process if needed.
• To remove a webhook, click the trash can button next to the webhook entry.

17. Pricing:

• Navigate to the Pricing tab.

• Fill in the pricing details for the voice products. Some options may already be enabled and can be viewed or edited as needed:

  • Unlimited Extension
  • Toll Free Minutes
  • SIP Trunk
  • Fax Service
  • International Minutes
  • Live Transcription Service

• For custom products, select the product from the dropdown menu, and enter the price and quantity:

  • Product: Select from options such as Managed Services or Internet.
  • Price: Enter the price.
  • Quantity: Enter the quantity.
  • Description: Enter a description for the custom product.
  • Click Add a product to include additional custom products.

• Check the Verify product pricing box to ensure all product pricing is accurate before saving.

18. Conduits:

• Navigate to the Conduits tab.
• Enter the Conduit Prefix. Note that conduits only work when dialing 6 digits or less.
• Select the conduits to assign:
  • Use the Available list to search and select conduits. Only accounts with conduit prefixes are listed.
  • Move selected conduits to the Assigned list using the arrow buttons.

Conduits allow extensions to dial extensions in other accounts by using a prefix and the extension number. This feature enables users from multiple accounts to communicate via extension-to-extension dialing as if they were all part of the same account, facilitating easy internal communication across different departments or locations.

19. Save and Update:

• After making all edits, click Save.
• A confirmation dialog will appear. Click Update to confirm.
• A success message will confirm that the account has been updated.