Support Portal

Using the support portal 7

• How to submit a ticket using email
• Submitting a ticket via the customer support portal
• Creating a support account
• How to reply to a ticket
• What do the ticket statuses mean?

View all 7

What is included in free support 3

• Euphoria Telecoms Remote Support
• Euphoria Telecoms Orientation on the TMS
• Euphoria Telecoms After hours Emergency Support

Change management 1

• What is change management?

Remote Working eBook 1

• Remote Working Guide

Euphoria 1

• Euphoria Introduction

TMS Guides 5

• How to Guide Euphoria TMS & Softphones V3
• Telephone Management System (TMS) User Guide
• What is the Euphoria Telephone Management System (TMS)?
• Setting up a TMS Account
• Euphoria Platform - Features and Benefits

Log In & Dashboard 7

• How to Log in to the TMS V3- Step by Step Instructions
• How to Verify an Account.
• Resetting Your TMS Password - Step by Step Instructions
• How to RICA your Account - Step by Step Instructions
• TMS Framework & Dashboard

View all 7

Billing & Accounts 12

• Pre-Paid Billing: How to Renew Monthly Services- Step by Step Instructions
• Pre-Paid Billing: How to Purchase Airtime - Step by Step Instructions
• Postpaid Billing Cycle (Debit Order).
• What is a Calling Credit limit?
• How to Activate Postpaid Calling Credit Limits.

View all 12

TMS Users 15

• How to Create a Custom Role - Step by Step Instructions
• What can Custom Roles be used for?
• How to Assign a Role to Multiple Extensions - Step by Step Instructions
• How to Assign a Role to Individual Extensions - Step by Step Instructions
• How to Add a Manager to the TMS - Step by Step Instructions

View all 15

DID Manager 5

• Telephone Numbers: How to Request a New Number- Step by Step Instructions
• Randomised Pools: How to Add a Randomise Pool- Step by Step Instructions
• Where to set Randomised Pools - Step by Step Instructions
• Can the contact in the TMS DID Manager integrate with other platforms?
• TMS Feature - DID Manager

PBX Manager 43

• How do I change my default caller ID - Step by Step Instructions
• How to Disable Personal Caller ID - Step by Step Instructions
• How to change the system voice on the PBX - Step by Step Instructions
• How to Setup Parking Lots - Step by Step Instructions
• How to Use Parking Lots - Step by Step Instructions

View all 43

Scoring 9

• TMS Feature - Scoring
• How to Create a Scorecard for a Telephonic Survey - Step by Step Instructions
• How to Activate/Use a Telephonic Survey Scorecard?
• How to Create a scorecard for Quality Assurance - Step by Step Instructions
• How to Assign a Recording/Assignment to a Quality Assurance Scorecard - Step by Step Instructions

View all 9

Extension Manager 37

• Can an Extension Number be Chosen?
• How to Create an Extension in the TMS for Post-Paid Users - Step by Step Instructions
• How to Create a New Extension - for Pre-Paid Users - Step by Step Instructions
• Enabling the API on an Extension - Step by Step Instructions
• How to Provision a Device to an Extension - Step by Step Instructions

View all 37

Contact Manager 2

• Contacts: How to Set Up the Remote Directory Feature - Step by Step Instructions
• TMS Feature - Contact Manager

Campaign Manager 9

• How to Create a Campaign - Step by Step Instructions
• How to Adjust Dispositions for a Campaign - Step by Step Instructions
• How to Manage a Campaign - Step by Step Instructions
• How to Create a Script to the Campaign - Step by Step Instructions
• How to Add Agents to the Campaign - Step by Step Instructions

View all 9

Call History 5

• How to View an Outbound Cost Analysis Report - Step by Step Instructions
• How to View an Outbound Call History Report - Step by Step Instructions
• How to View an Incoming Call Analysis Report - Step by Step Instructions
• How to view an Incoming Call History Report - Step by Step Instructions
• TMS Feature - Call History

Analytics 18

• How to View All Agent Analytics - Step by Step Instructions
• How to View Individual Agents Analytics - Step by Step Instructions
• How to View ALL Queue Analytics - Step by Step Instructions
• How to View Individual Queue Analytics - Step by Step Instructions
• How to use the Queue Analytics to trace Inbound/Outbound calls - Step by Step Instructions

View all 18

Realtime Monitor 19

• How to View Realtime Current Calls - Step by Step Instructions
• TMS Feature - Realtime Monitor: Current Calls
• How to Use Wisper/Spy/Barge in Current Calls - Step by Step Instructions
• How to View Realtime Extensions - Step by Step Instructions
• How to View Realtime Queues - Step by Step Instructions

View all 19

Dialing Restrictions 10

• How to Enable International Dialling on your PBX - Step by Step Instructions
• How to Create an Allow List - Step by Step Instructions
• How to Edit/Delete an Allow Lists Numbers - Step by Step Instructions
• How to Create a Block List - Step by Step Instructions
• How to Edit/Delete a Block List - Step by Step Instructions

View all 10

API & Integration 9

• Integration Center: How to Create an Integration Group.
• How to Create a Webhook - Step by Step Instructions
• Can a webhook be activated during a call?
• API Manager: How to Set Up an API Key - Step by Step Instructions
• TMS Feature - API & Integration

View all 9

Downloads & Tools 23

• ​How to Install and Set Up the Euphoria Advanced Softphone - Step by Step Instructions
• How to Run the Euphoria Advanced Softphone (Previously Agent Manager)
• Sound options for the Euphoria Advanced Softphone. (Ring with One Device while using Another Device for the Conversation.) - Step by Step Instructions
• How to make Calls on the Euphoria Advanced Softphone - Step by Step Instructions
• How to Receive Calls on the Euphoria Advanced Softphone: (Previously Agent Manager)

View all 23

Help and Support 5

• Help and Support: How to Create a Ticket when you have a Query.
• How to Log a Query with Euphoria Directly.
• How to check the status of an existing Query?
• Where to Find All Training Materials?
• Call Diagnostics: How to troubleshoot a contact number - Step by Step Instructions

Extension Level Menu Items: 13

• Browser Phone(Applications) : Setup of the Browser Phone - Step by Step Instructions
• How to transfer calls in the TMS SoftPhone - Step by Step Instructions
• Agent in Agent Workspace Video
• Voicemail on Extension Level: How do I Access my Voicemail?
• Accessing the Agent Workspace - Step by Step Instructions

View all 13

FAQ 15

• How do I change my default Caller ID - Step by Step Instructions
• Where can I customise my script if I have 300 VIP members I want to give slightly different information to?
• Can I always add a new contact to the campaign while in a call?
• How many contact numbers can each contact have?
• What's the difference between a failed contact and a failed number?

View all 15

Softphone options 2

• How to install Euphoria Mobile Application - Step by Step Instructions
• How to Put an Extension on DND on the Euphoria Advanced Softphone - Step by Step Instructions

Deskphones 16

• What are the Parking Lot Entries for Yealink Phones?
• Setting up a SNOM Phone
• How to Make network Change on the SNOM Phone.
• Setting up a Yealink Phone
• Setting up DSSkey’s on reception phones.

View all 16

Telkom Forwarding/ Diverting/ Pointing 4

• How to Activate 'Forward Call' on your Telkom Landline through Euphoria Telecoms
• Can I use a Telkom Smart Access 0860 or 0861 number with Euphoria Telecom?
• Can I use a Telkom 0800 toll-free number with Euphoria Telecom?
• I use an 086 number, and I am not receiving any inbound calls.

GNP - Porting 13

• What is GNP - Porting?
• What are the different Types of GNP Requests?
• Why should I port my Geographic numbers?
• Am I able to Port a number that is currently still in contract with my current Service Provider?
• What is the process to port my number to Euphoria Telecom?

View all 13

Number Moves 5

• What is a Number Move?
• What are the different Types of Number Moves?
• What is the process to move my number from my current service provider to Euphoria?
• What is the process to move my number from one Euphoria PBX to another?
• How long does it take to move my number?

Network Configuration 16

• Can I use two ViBE routers on the same WAN connection.
• Basic Euphoria Network Config - LTE, DSL & Bridge
• Basic Euphoria Network Config - LTE & DSL
• Basic Euphoria Network Config - LTE
• Getting started with Euphoria WebRTC

View all 16

Hardware Options 1

• Euphoria Hardware Options

Zendesk 3

• Euphoria Integrations - How to use the Euphoria SoftPhone in Zendesk
• Euphoria Integrations - Zendesk Agent with Dialer Extension
• How to Integrate with Zendesk - Step by Step Instructions

Teams 1

• Euphoria Integrations - Euphoria Softphone in Microsoft Teams

Freshdesk 2

• Euphoria Integrations - How to use the Euphoria Softphone in Freshdesk
• Euphoria Softphone in Freshdesk and Extension Features.

Zoho 2

• Zoho User Guide
• Euphoria Integrations - How to use the Euphoria Softphone in the Zoho CRM

Salesforce 1

• Creating Webhooks for Salesforce Integration

Emisha 1

• Euphoria Documentation for Emisha Card Payments