Use the Enterprise Support Portal
    • 20 Apr 2024
    • 9 Minutes to read
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    Use the Enterprise Support Portal

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    Article summary

    Designed to provide deeper diagnostics into call quality, user devices, and SIP provisioning, our Enterprise Support Portal (termed /es portal) is a powerful tool in a Dialpad admin’s arsenal.

    While many call analytics are available directly within the Dialpad Admin portal, this additional tool is useful for viewing advanced analytics and conducting initial troubleshooting for jitter, latency, network issues, and device connectivity.

    Who can use this feature
    Our Enterprise Support Portal is available to Ai Contact Center and Ai Sales users on an Advanced or Premium plan, as well as our legacy Enterprise plan.

    In this guide we’ll be highlighting some key features in the portal with tips on how to:

    • Manage user accounts including number assignments and proxy access
    • Troubleshoot call quality issues like jitter or packet loss
    • Switch number assignments between users, devices, or lines

    Access the Enterprise Support Portal

    First things first, your Dialpad Admin must contact Customer Support to have the Enterprise Portal enabled. 

    Once enabled, log into your Dialpad account, then head to dialpad.com/es and select your Company link. 


    Here, you’ll see quick access links help manage your users, offices, shared lines, and more. 

    Plus you’ll see a list of all the experiments that have been added to your account.

    Dialpad Glossary | Experiments

    Experiments are features that have the flexibility of being turned on or off at different levels, i.e. Company level (meaning everyone has access) vs user level.

    To turn off an experiment, simply select Remove. You can always check in with your Customer Success Manager or our support team if you’re unsure about a specific experiment.

    View a list of users

    Let's start with the basics — looking up a list of all your users. 

    To view a list of your company's users, select Users from your company page.

    Here, you'll see an overview of each of your Dialpad users, including key information such as:

    • Dialpad #
    • App Versions
    • Account state (Active, Pending, Deleted)
    • License type
    • Contact Center status 

    View Number Assignments

    Need to look up a list of all assigned numbers? Select Dialpad #s from your company page to see an overview of all your Dialpad numbers.

    Here, you can easily look up a specific number, or search (filter) based on the country, number type, and status.  

    View devices & app versions

    Whether you need to check on user devices, verify if they've updated, or check SIP registrations, you can find all that (and more) via our User Search

    Select Users from your company page to display a list of all your team members. View the user's app version from the overview tab, then select an individual user to view their assigned devices and full user details.


    Dialpad Glossary | App Version
    "native" = mac or windows desktop app
    "packaged_app" = chrome app
    "web or harness" = logging into dialpad.com or dialpad.com/app

    Scroll across this table to review info such as Platform (what machine they’re using), VersionUpdated, and Registered.

    And if you ever need to cross-check what the latest version of the apps are, don't forget to check out our What's New section.

    View SIP Registrations

    Once you’ve navigated to an individual user’s devices, you can check to make sure that each device is registered with our servers. This is particularly important for cases where users are reporting issues making or receiving calls.

    Navigate to their User Device section and look up the app in question.

    Screen_Shot_2018-11-16_at_10.08.50_AM.png

    Here's a quick cheat sheet to force re-registration on the other apps:

    AppHow to Push Registration
    Obihai/Polycom/SIP

    1. Select Delete next to User Device
    2. Re-provision the phone (can be done by Admin or user)

    Desktop Apps (Mac/Windows/Chrome)

    1. Select Delete next to User Device
    2. Log out & back into desktop app


    Note:
    iOS, iPad, and Andriod devices don't show a registration timestamp in the Support Portal.

    Search for Number

    To look up any number, select Dialpad #'s and then enter the phone number in the seach field (or filter by status, country or number type)

    Check porting status

    To check on a porting status, select Port Requests.

    Here, you'll see a list of all submittted port requests within your company, organized by batch ID, company, office, LNP ID, # of dids, port type, date modified, and date requested.


    Proxy into a User's Account

    Before following these steps, make sure to reach out to your dedicated Customer Success Manager to enable this feature.

    Need to take a closer look at a user’s account or help troubleshoot an issue? In those cases, proxying may be exactly what you’re looking for.  Note: proxying only allows access to users' accounts and web settings -- not to the web app or to any calls, messages, voicemails or recordings.

    To Proxy into a users account:

    1. Navigate to the specific user's profile in /es
    2. Scroll down to Proxy User
    3. Select Login Access

    When proxying into a user’s account, admins can make changes like:

    • A user’s name
    • A user’s email address
    • A user’s voicemail greeting

    proxye_s.gif

    Once you are finished, select Back to be taken back to your own Dialpad.com page.

    Any changes that are made in this state will be logged to the External Support Tool in the Notes section on a user page. You'll also see notes in a user's history when a Dialpad employee uses this proxy feature to debug an issue or verify settings in a specific user's account.

    Screen_Shot_2019-04-25_at_11.44.27_PM.png

    Bulk create users in E/S

    Need to add more than one user at a time? Admins can bulk import their users through the Enterprise portal. 

    To create multiple users from the ES portal:

    1. Navigate to the desired office
    2. Navigate to Add Users via CSV
    3. Select Choose File, then upload your CSV
    4. Select Submit

    Screen_Shot_2019-05-07_at_5.07.46_PM.png

    Update numbers between users & lines

    Need to move around some numbers? Just search by number and select one of the available options to confirm the changes.

    When transferring a number from a User, a Room Phone, or Office line you’ll need to make sure that the originating source (i.e. where you’re transferring the number from) still has a number assigned to it.

    Dialpad Tip:
    We’ll display an error message if there’s only one number assigned when attempting to transfer.

    Screen_Shot_2020-04-16_at_3.18.32_PM.png

    Troubleshoot call quality

    Your support portal is a powerful tool to troubleshoot and investigate call quality issues like jitter, delay, or one-way audio.

    Let's take a look at all the ways you can troubleshoot call quality, starting with how to look up and investigate a call.

    View & investigate calls

    Navigate to a user page and select Calls to pull up a rundown of all their placed and received calls in Dialpad.

    From here, select the ID to be pulled into the specific call stats, where we'll display info like:

    • Call Summary (who called who, how long was the call, what time, etc.)
    • Call ID
    • Target ( i.e. the user whose calls you’re investigating)
    • Contact (i.e. the number or user that was contacted by the Target)
    • Endpoint
    • Direction (inbound or outbound)
    • Started/Connected/Ended Dates
    • Description (call direction, time duration)
    Tip
    Click on Ratings from your company page or your individual user page to pull a rundown of all the rated calls.

    View WebRTC status

    Here's where you can troubleshoot your webRTC calls, including common call quality issues like jitter (choppy audio), delay, or one-way audio.

    Note
    WebRTC stats are only available for calls made on the desktop app or web app. Calls made on a desk phone or mobile device will not generate WebRTC stats. 

    To view the WebRTC Stats, pull up the call in question and click on WebRTC Stats next to the ID, then click on the date to pull up the webRTC stats.


    Dialpad Tip:
    Keep in mind that the info displayed here is being reported from the app's side.

    WebRTC Stats | Jitter

    Screen_Shot_2017-08-22_at_5.33.09_PM.png

    This first graph displays the jitter buffering rates for your call. The blue line is the user experience (incoming packets) on his/her side of the call. The red line is the preferred jitter buffer automatically adjusted by WebRTC in Chrome.

    If the red line roughly tracks the blue line, call quality is good. If the blue line is significantly higher than the red line (packets are coming in quicker than they can be buffered) this means dropped packets and a choppy call.


    WebRTC Stats  | Delay

    Screen_Shot_2017-08-22_at_5.37.01_PM.png

    The second graph displays the round trip time (RTT) of your packets. RTT is the time a packet takes to travel from the client to our server and back.

    The horizontal axis is time during the call, while the vertical axis is the round trip time. From the example above, if we look at the steady state values we can see that at 100 seconds (a min or so in), the RTT is 71 milliseconds.

    Here's a quick rundown of RTT values and what they mean in terms of call quality

    TimeQuality
    Less than 100msGood (not noticeable)
    100 to 200 msAcceptable
    200 to 300 msBad
    More than 300sUnacceptable


    WebRTC Stats | One-Way Audio

    One_Way_Audio.png

    The third graph displays audio levels. The blue line (audio input) is the voice of the Dialpad user. The red line (audio output) is the other person the Dialpad user is talking to. Where you see spikes is where one or both users are speaking. 

    Take a look at the red line above—callers are experiencing one-way audio, this is how your graph will appear when investigating the call.

    Now let's take a look at what a successful call example would look like:

    Screen_Shot_2017-08-22_at_5.45.27_PM.png

    Report Call Issues

    During the times when you need to report a call issue, the Call Lookup page will provide you with the right information to send over to our support team.

    Screen_Shot_2017-08-22_at_5.53.00_PM.png

    Here's the most important information to include to our team:

    1. User ID - This is the ID from the user experiencing call quality issues. Copy and paste the URL from their User lookup page.
    2. Call Examples - The more examples of poor call quality, the better (for troubleshooting purposes). Copy and paste the URL from the Call Lookup pages of the affected calls.
    3. To Number - The number that received the inbound call. If this is your user, the To Number is their Dialpad number
    4. From Number - The number that initiated the outbound call. If this is your user, the From Number is their Dialpad number. If not, the number will be listed in the Call Summary

    Troubleshoot Call Recordings

    You can also use the support portal to help troubleshoot and investigate why a user's calls aren't being recorded.

    Note:

    To access this feature, you must have the "admin_call_recording" experiment added to your support portal. Please contact your Dialpad Customer Success Manager for this request.

    One way to determine why a user's calls aren't being recorded is to first verify when and who enabled call recording. Why might this be helpful? Well, it's possible that call recording was enabled for a particular user after the call in question. Or, another admin may have overridden call recording capabilities for that user prior to the call.

    To access the call recording change log in the support portal, scroll down to the bottom of your support portal until you see the Notes section. All admin call recording changes will be listed there.

    image-20210917-152428.png

     

    Call Events

    Call events provide details on the state of the call for different moments during the lifecycle of the call. These events can be subscribed to for an entire company, office, or a more granular target (such as a Contact Center or user).

    Your Call Events are found at the bottom of the Enterprise Portal. 

    Call_Events_ES.png

    Supervisors can see reasons for call rejections, providing them with invaluable information on behavioral trends and staffing needs. 

    Rejection reasons can be:

    • Reserved to another call: When an Agent becomes available for a Contact Center, then at the same time receives another Contact Center call fan out
    • No Available Endpoints: The operator did not have any ringable app open (ie no registered endpoints) and there was no configured forwarding number. The app includes chrome, native, and mobile app
    • Manually Declined: The agent declined the call
    • Call Is Assigned To Another Operator: When two operators come available at the same time, but the other operator takes the call 
    • Call is After Hours: A call received outside of the Contact Center's business hours
    • Call is a Spam: The caller was identified as SPAM caller and was blocked 
    • On a Call: The call was rejected as the Agent was already on a call
    • Do Not Disturb: The call was rejected as the Agent was in a DND state (available only for departments)
    • Ringing in Progress: The call was rejected as the Agent was already be rung out for another call 

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