Dashboard App

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The Intulse Dashboard App is available in a browser (we HIGHLY recommend Chrome) or you can install the app on your favorite device. Choose one of the options below.

Once you're into the app you will need to authenticate using your email address. This will only need to be done once.

  1. Enter your email address that was provided to Intulse during the onboarding process for your extension/user. This is usually your work email. Click the "Next" button.
  2. Enter the confirmation code that was sent to the email address you entered in step 1. Click the "Confirm" button.
  3. After authenticating you will be placed on the welcome screen. You can check out what has changed recently in the app by checking out the change log.

The My Phone screen is one of the most important screens in the app. You will probably use this screen the most.

  1. To view the My Phone click on it from the main menu. (the menu functions differently on mobile devices and is located at the bottom of your screen)
  2. Active Calls
    • You can start a new call by entering a number you wish to call and pressing the "Call" button. Your phone will start ringing and as soon as you answer you will be connected to the remote number.
    • You can see any calls you are on as well as any calls you have placed on hold. You can use the transfer button next to each call to send the call directly to another user, a voicemail box, or to a parking slot.
    • If your Intulse system is integrated with any CRM/ERP/ChMS then any calls listed here that are found in that database will be turned into links to open the appropriate records in that program.
  3. Phone Settings
    • You can turn on/off Do-Not-Disturb. To learn more about DND hover over the information icon.
    • You can turn on/off Call Waiting. To learn more about call waiting hover over the information icon.
    • You can turn on/off Call Forwarding. To learn more about call waiting hover over the information icon.
  4. Configure Extension Monitoring
    • You choose which extensions you wish to monitor on this screen.
    • You can search by extension or name.
    • If you cannot find the person you are looking for you may not have permission to monitor their extension.
  5. Monitored Extensions
    • You can call a user or leave them a voicemail by clicking on their name.
    • You can see the current state of the extension. (e.g. Unavailable, Idle, Ringing, Busy, DND, etc.)
    • You can see the caller ID name and number for any current calls a monitored extension is connected to.
    • If your Intulse system is integrated with any CRM/ERP/ChMS then any calls listed here that are found in that database will be turned into links to open the appropriate records in that program.

The Voicemail screen allows you manage your personal voicemail as well as other voicemail boxes if you have been given permission. For more information about permissions scroll down to the Admin screen.

  1. If you have permission to manage more than one voicemail box then you will see a dropdown which allows you to choose which box you are currently managing.
  2. Voicemail Folders
    • All voicemail boxes have same set of folders.
    • These folders allow you to organize and save voicemail messages for later review.
    • Numbers will appear next to a folder if it has any messages in it.
    • Only messages in your Inbox will cause your phones Message Waiting Indicator to illuminate.
  3. Messages
    • Each voicemail message in the selected folder will be listed
    • You see when the messages was received and who the caller was.
    • You can play the message using the player controls, these controls will vary based on the browser/device you are using.
    • If your Intulse system is integrated with any CRM/ERP/ChMS and the caller phone number is found in that database it will be turned into a link to open the appropriate records in that program.
  4. Message Controls
    • You can move the message to another folder.
    • You can forward a COPY of the message to another user. You will be prompted to enter a voicemail box number. (you can search by name or number)
    • You can download the message to your device (WAV format)
    • You can delete the message. Deleting the message will delete the message from your phone.
  5. Voicemail Settings - These settings are specific to each voicemail box.
    • You can set your voicemail PIN.
    • You can choose to have your messaged emailed to you as an attachment.
    • You can choose to automatically delete messages after they are emailed to you.
    • You can choose to have the voicemail system play the caller ID before playing the message to you.
    • You can choose to have the voicemail system play the message envelope (date/time) before playing the message to you.
    • You can record/update/delete your Unavailable greeting. This greeting is played to callers when don't answer your phone.
    • You can record/update/delete your Name. Your name recording is used in places like the dial by name directory.
    • You can record/update/delete your Busy greeting. This greeting is played to callers when are on another call.

The Reports screen allows you select the various reports you have permission to run, configure them, and run them.

Click on the report you would like to learn about.

This is a log of your extensions activity. Every time your phone rang, you answered, you were unavailable or busy, everything. This is only your personal call history it does not reflect all the calls in your organization.

You can search by caller id name or number.

If you desire you can download the current results in CSV format.

This report will show all calls started in a selected date/time range. This is NOT your personal call history it reflects all the calls in/out of your organization.

You can filter by caller ID, source number, and destination number.

The report output will display one row for each inbound/outbound call. Advanced users can expand each row to the details exactly what happened during that call. (this is for advanced users only, the amount of data it displays can almost be overwhelming)

After running the report you can export the results to Microsoft Excel. The exported file will have an .xml extension which may not open be default in Excel. You can launch Excel and then open the downloaded file.

This report will show a summary of inbound/outbound calls for the included extensions in a selected date/time range.

You will be able to see outbound/inbound calls attempted/completed and the average call duration.

This report will show all the call recordings created in a selected date/time range.

By default you can only see your own call recordings. Admins can see all call recordings. Users can be given permission to view call recordings for other extensions. For more information about permissions scroll down to the Admin screen.

Begin by selecting a date range. You can optionally search by phone number. You choose which extensions recordings you are seeing. When done choosing the filters you want press the reload button.

This report will show and graph callers who entered one or more specified queues in a selected date range.

The report output shows one row for each hour in the specified date range.

This report will show summarized data such as calls answered/dropped, average wait times, and talk times, for the specified queue in a selected date range.

This report is only available to users of Intulse's Advanced Call Center package. If you're interested in more details please email (sales@intulse.com) or call (844-446-8857).

This report will show the details of callers who disconnected before being answered from a specified queue in a selected date range.

This report is only available to users of Intulse's Advanced Call Center package. If you're interested in more details please email (sales@intulse.com) or call (844-446-8857).

This report will show the performance of a queue agent who services specified queues in a selected date range.

This report is only available to users of Intulse's Advanced Call Center package. If you're interested in more details please email (sales@intulse.com) or call (844-446-8857).

The Queues screen allows you to see an overview status of the call queues setup for your organization.

  1. Each queue setup for monitoring will be shown in a stacked list. If there are callers waiting in the queue the border will illuminate.
  2. Agents
    • All of the agents that are currently servicing this queue are listed here.
    • Each agent's current status is indicated under their name and by their color.
    • Each agent can be expanded by clicking on it to display some additional information about that agent.
    • Agents that are busy on a call that came from this queue will also display how long they have been on that call.
  3. Callers
    • Each caller that is waiting to speak to someone is listed here.
    • You see when the caller id name and number of the caller and how long they have been waiting in the queue.
    • Queue managers can transfer waiting callers to a different destination.

The Conferences screen allows you to manage the virtual conference rooms setup for your organization.

  1. Each virtual conference room setup for monitoring will be shown here. In most cases the number of the conference shown can be dialed from any Intulse phone to access the conference room.
  2. Participants
    • All of the participants that are currently in the virtual conference room are listed here.
    • Regular participants will have a phone icon. Leaders will have a crown icon.
      • Regular participants are people who join the virtual conference room using the User PIN or no PIN at all.
      • Leader participants are people who join the virtual conference room using the Leader PIN.
    • When a participant is speaking there will be a indicator icon next to their name.
  3. Actions
    • Room Actions
      • Mute Non-Leaders - Mute all the regular () participants.
      • Mute Everyone - Mute everyone in the virtual conference room. Usually you will want to subsequently unmute at least one person right away.
      • Unmute Everyone - Unmute everyone in the virtual conference room.
      • Kick Everyone - Remove everyone from the virtual conference room.
      • Lock - Prevent any new people from joining the virtual conference room.
      • Unlock - Allow new people to join the virtual conference room.
    • Participant Actions
      • Kick - Remove this participant from the virtual conference room.
      • Mute/Unmute - Mute/Unmute this participant.
      • Transfer - Remove this participant from the virtual conference room by sending them to an alternate destination.

The Parked Calls screen allows you to manage parked calls.

  • Each parked call will be listed here and show the parking space number.
  • In most cases the parking space number of the parked call can be dialed from any Intulse phone to pick up the parked call.

The Chat screen allows your organization to send and receive SMS messages.

  1. Click the Start Conversation button to send an SMS message to a phone number that you do not have an existing conversation with already.
    1. Select the phone number to send the SMS message from. You may not have permission to send SMS messages from all the numbers associated with your organization.
    2. Type the phone you want to send the SMS message to.
    3. Type the message you want to send.
    4. Click the Start button.
  2. Existing conversations will be listed here.
    • Click on a conversation to see it.
    • The last activity date/time is show on the right.
    • If your Intulse system is integrated with any CRM/ERP/ChMS then any conversations listed here with phone numbers that are found in that database will be turned into links to open the appropriate records in that program.
  3. Information about the currently selected conversation appears here.
    • If your Intulse system is integrated with any CRM/ERP/ChMS then any conversations listed here with phone numbers that are found in that database will be turned into links to open the appropriate records in that program.
  4. Conversation "Bubbles" containing sent/received messages are stacked up with the most recent message at the bottom.
    • Received message are on the left.
    • Sent message are on the right.
    • Sent messages show which user sent that message.
  5. To respond to an existing conversation enter a message here and click the Send button.

The Faxes screen allows you to manage received/sent faxes and send new faxes.

  1. All of the faxes received by your organization, at fax numbers you have access to see, are listed here.
  2. All of the faxes sent by your organization, from fax numbers you have access to see, are listed here.
  3. Send a PDF as a fax.
    1. Select a fax number from which to send the fax.
    2. Enter the recipient's name. This appears in small text at the top of the a fax page.
    3. Enter the recipient's fax number to send the fax to.
    4. Select a PDF file to be sent as a fax.
    5. Optionally, select additional PDF files to be added to the fax.
    6. Click the Send Fax button.

The Profile screen allows you to manage some basic information about your account and configure any integrated accounts your organization has enabled.

  • The Personal page contains the basic information about your account.
  • If your organization has any integrations enabled then you will see an integration page that corresponds to the name of the integrated Platform. (e.g. Salesforce) This page contains all the configuration information for your account in that program.
  • If you are on a shared computer or you feel the need to logout of the app for some other reason you can do that on the logout page. Under normal circumstances Intulse does not recommend logging out of the Dashboard App.

The Admin screen allows administrators to manage organization-wide settings and permissions as well as control extension settings.

  • Extension Settings
    Manage individual extension settings such as Do-Not-Disturb, Call Waiting, and Call Forwarding.
  • Security Roles
    Manage security roles for your organization. Creating a security role and assigning users to it can be a better way to manage access to features than giving permissions to specific users. For example, if you have a support team that should be able to access the Queues screen, the Chat screen, and the Faxes screen it would be better to create a role to control that access.
  • Extension Monitoring Access
    Manage which users/roles can monitor individual extensions on their My Phone screen.
  • Voicemail Access
    Manage which users/roles can access voicemail boxes other than their own.
  • Call Recording Access
    Manage which users/roles can access call recordings for extensions than their own.
  • Screen Access
    Manage if the various screens in the Dashboard App are visible to everyone, hidden from everyone, or only visible to specific users/roles.
  • Fax Number Access
    Manage if faxes sent/received from individual fax numbers are visible to everyone or only visible to specific users/roles.
  • Chat Number Access
    Manage if SMS messages sent/received from individual phone numbers are visible to everyone or only visible to specific users/roles.

Rev. Apr 19, 2018