Velvetel overview

Caller Name and Caller ID installation
How to work with Telephony and how to make a set up
1. Creating Users in Velvetel
2. Setting Up Velvetel Integration
3. IVR setup
4. Working hours setup
5. Change queue phone number
6. Admin interface

Caller Name and Caller ID installation

Go to Applications to install Caller Name and Caller ID (Fig. 1.).

Fig. 1. Opening Applications section
1. Callflows selection (Fig. 2).
  
  Fig. 2. Opening Callflows section
  
  There are two levels of installation:
1. Account Settings
  
  These are general settings that apply to the entire account. If there are no other settings (items b and c), this information will be displayed to the client reached by the agent.
  You can directly add the Call ID Name. But the Сall ID number is provided by Velvetech, this option is purchased separately or routes from your existing infrastructure.
  
  Go to the Account Settings section to complete the set up (Fig. 3).
  
  Fig.3. Opening Account Setting section
  
  Fill in the fields and click 'Update' (Fig. 4).
  
  Fig. 4. Filling in the fields in the Account Settings
2. User Settings
  
  If the user (agent) has the Caller ID and Caller Number settings and if there is no Device settings (item c) and he / she will make a call, information from the user section will be displayed to the person reached by the agent instead of information from the Account Settings section.
  
  Go to the User section to complete set up (Fig. 5).
  
  Fig.5. Opening User section
  
  Find the user you have already created. Click on the icon with the user name to edit the information (Fig. 6).
  
  Fig. 6. Clicking on the icon with the user name
3. Fill in the fields and click 'Save' (Fig. 7).
  
  Fig. 7. Filling in the fields and saving the information
  
  Note: In-House Calls are calls between operators.
How to work with Telephony and how to make a set up
1. Creating Users in Velvetel
2. Setting Up Velvetel Integration
3. IVR setup
  
  Interactive Voice Response is a system of pre-recorded voicemails that performs function of routing calls inside the call center, using the information entered by the client on the phone keyboard. This feature allows to redirect calls.
  
  Please, send an email with your request to the address creatio@velvetech.com to set up the IVR. You will receive an email with a time estimate and Velvetech team will start proceeding your request.
4. Working hours setup
  
  Working hours setup allows contact centres to make settings for the calls received during non-working hours. For example, to direct the client to voicemail or use IVR, etc.
  
  Please, send an email with your request to the address creatio@velvetech.com to make a set up. You will receive an email with a time estimate and Velvetech team will start proceeding your request.
5. Change phone number
  
  Please, send an email with your request to the address creatio@velvetech.com to change the user's phone number. You will receive an email with a time estimate and Velvetech team will start proceeding your request.
6. Admin interface