Dashboard access
- Dashboard access
- Activity - Data
- Activity - Service level
- Activity - Snooze
- Activity - Agent status
- Activity - Radio coach
- Activity - IVRs
- Activity - Direct Lines
- Activity - Meet
- Call logs
- Call logs - Data
- Call logs - Call details
- Call logs - Call types
- Call logs - Outgoing calls
- Call logs - Missed calls
- Call logs - Call details
- Call logs - Call flow
- SMS logs
- SMS logs - Data
- Meet logs
- Meet logs - Data
- Export mail statistics JPG
- Call statistics - Data
- Call statistics - Call processing status
- Call statistics - History
- Call statistics - Heatmap
- Call statistics - IVR Leaderboard (1)
- Call statistics - IVR Leaderboard (2)
- Call filters
- Call filters - Call types
- Call filters - By country
- Call filters - Advanced filters, duration type & tags
- Call filters - IVR
- Call filters - IVR missed calls
- SMS statistics - Data
- SMS statistics - History
- SMS statistics - Heatmap
- SMS statistics - Leaderboard
- SMS filters
- Meet statistics – Data
- Meet statistics - Leaderboard
- Meet filters
- Meet filters - “Personalize” option
- Omnichannel statistics
- Omnichannel statistics - History
- Omnichannel statistics - Heatmap
- Omnichannel Statistics - Leaderboard
- Omnichannel filters
- Tag statistics
- Tag filters
- Tag filters - Advanced filters, duration type and tags
- Survey statistics
- Survey statistics - History
- Survey filters
- Statistics - Snooze
- Filters - Snooze
- Statistics - Incoming call
- Statistics - Geographic
Login and use: Omnichannel
- Requirements
- Activating the Omnichannel Add-On
- Integrating WhatsApp
- Facebook Messenger (1)
- Facebook Messenger (2)
- Instagram (1)
- Instagram (2)
- Instagram (3)
- Google Review (1)
- Google Review (2)
- Outlook
- WebApp
- Internal Notes for Omnichannel Messaging (except email)
Add and configure a number
- Add a number
- How to choose a number
- Assign a number
Keep your existing number
- Portability
Managing users
- Add a user
- Create a user group
- Configure an user
- Managing permissions
- Managing permissions
Software customization - 1/4 - Managing permissions
Software customization - 2/4 - Managing permissions
Software customization - 3/4 - Managing permissions
Software customization - 4/4 - Managing permissions
Calls - 1/3 - Managing permissions
Calls - 2/3 - Managing permissions
Calls - 3/3 - Managing permissions
Recording & supervision - 1/2 - Managing permissions
Recording & supervision - 2/2 - Set up a user’s phone
- Configure direct line announcements and sounds
- Configure direct line announcements and sounds
- Groups
- Handle missed calls from your IVR
- Dashboard access rights (1)
- Dashboard access rights (2)
Configure an IVR
- Create an IVR
- Go to scenario modification
- Configure call forwarding according to agent status (1)
- Configure call forwarding according to agent status (2)
- Creating a greeting with voice synthesis and background music
- Creating a greeting with an mp3 file
Using call tags
- Create and modify tags
- Allow your users to tag their calls
- WebApp & Dashboard
Create your network
- WebApp
- Dashboard
- Find and call a contact
Add a number to the blacklist
- Dashboard
- Webapp
Send SMS campaigns
- Set access to “SMS Campaigns” functionality (1)
- Set access to “SMS Campaigns” functionality (2)
- Send an SMS campaign
Launch call campaigns
- Configure access to functionality
- Create a call list (1)
- Create a call list (2)
- Add numbers
- Launch campaign
Send voicemail campaigns
- Configure access to functionality
- Launch voicemail campaigns
Billing
- Go to billing tab
- Buy your credits
- Manage your licenses
- Manage your point of contacts
- Manage your billing addresses
- Access your documents
- Credit card
- Download and filter your invoices
- Filter your invoices
- View your next invoices
- Understanding your billing (1)
- Understanding your billing (2)
Set the duration of your data storage
- Set the duration of your data storage
Marketplace
- Marketplace
- Products
- Add-ons
- Additional outgoing channel
- Call campaign extension
- Omnichannel Communication
Integrate Ringover with your business tools
- Integrate Ringover with your business tools
- Use our API
- API & Webhook
OR
Go to your Dashboard.
You can set color alerts for each indicator. This will enable you to better visualize your performance in real time:
The “Snooze” feature allows agents to make themselves unavailable and indicate that they do not wish to be disturbed. You can manage their availability according to your needs.
PS: If you also have “Technical” access, you can click on the user to set them to “Snooze” from their settings.
The left-hand column shows users who are available and on a call, as well as the device they are using.
The right-hand column shows disconnected and snoozed users, and the reason for their unavailability.
This function enables you to continuously and discreetly launch random listening sessions in real time on calls in progress, without disturbing your colleagues’ calls.
Prerequisites: You need an administrator account.
You’ll find:
While on a call, you can also:
Direct lines are direct calls.
In the activity section of your dashboard, you can see the Meet calls:
From your Call Logs:
- Find all your outgoing, outgoing, missed calls and voice messages.
- Access, listen to and download your recordings.
- Compare your telephone performance over time and by agent using filters.
To go further, please visit our help center: Analysing your call logs
- Incoming
- Outgoing
- Missed
- Messaging
- Calls without keys selected
You can:
In the call details, you can:
Logs are your entire history of calls made, answered and missed. We have several types of calls:
Incoming calls
Outgoing calls: These are calls that have been successfully made, meaning they have been established and completed with a connection between the caller and the recipient. This applies to both incoming and outgoing calls.
Unanswered missed calls are represented by a small bell to the left of your call logs. It is displayed next to a missed call, and allows you to see directly which missed calls need to be handled.
Handle missed calls
In the call flow, you have the ability to see:
- ANSWERED: Call answered by the concerned user.
- NO_ANSWER: Missed call, no agent picked up the call.
- NOT_CONNECTED: Missed call, received while the agent was disconnected.
From your SMS Logs, you can access your entire history of received and sent messages.
To go further, please visit our help center: Texting: Understanding and controlling usage
In SMS Logs, you can:
- Incoming
- Outgoing
From your Meet logs, you can access your entire history of videoconferences.
In Meet Logs, you can:
Call statistics can be exported as an image.
Filters include:
- Date selector to select frequency
- Option to select frequency (daily, weekly, monthly)
- Report sent to the user who requested it
- User can unsubscribe from a previous subscription
To activate these reports:
- Click on “Edit filters”
- Click on “Your filters”
- Click on the “mail” icon next to the saved filter for which you want to activate the reports
Note: For this option to be available, your filter must contain the criteria “yesterday”, “last week” or “last month”.
In the call statistics, you’ll find:
In the call statistics, you’ll also find:
History gives you an overview of call progress, and you can choose the type of information to be displayed.
“Heatmap” is a feature that lets you track, at a glance, your activity and service levels hour by hour over the course of the week.
Here’s how to understand the call statistics of users connected to your IVRs.
Filter your call data:
You can choose which type of call to display:
You can filter by country
Then you can:
You can also refine your search by IVR:
If you choose to display only the call data of a IVR, 3 types of additional data will be proposed to you:
You can view all your SMS statistics:
As with calls, we also have the Heatmap for SMS:
On the Leaderboard, you can:
You can filter your SMS data:
You can view all your meet statistics:
The Meet statistics leaderboard lets you:
You can filter your meets data to display activity according to the tool (Ringover, Teams, Zoom and Google):
You can filter your meet data by customizing it:
On omnichannel statistics, you can see:
As for calls, we have the Heatmap for omnichannel messages:
The omnichannel statistics leaderboard allows you to:
After clicking on “Modify filters”:
You can then view all your tag statistics, including:
After clicking on “Modify filters”:
Then you can:
In the survey statistics, the following information is displayed:
History allows you to:
In the Leaderboard, we have:
Survey filters allow you to:
You can use Snooze to disable interruptions to your Ringover account. This mode allows you to mute the sound and block calls and messages so as not to be disturbed.
Snooze statistics allow you to:
Snooze filters allow you to:
You can see:
- Customer details to include information on each customer number that contacts us
- Total number of calls made to Ringover agents
- How many of these were answered and how many were not
- Length of conversation with this contact (total, minimum, maximum, average)
- Main beacons used for this contact
- Main agents who responded to this contact
- Ratio of calls received to calls transferred for this contact
- Recall frequency for this contact (min, max, avg)
To clearly visualize the origin and destination of calls, you have a map.
The map allows you to see call flows, and a table shows detailed statistics according to number code. These are only the 10 most frequently called countries.
The area receiving the most calls is highlighted in dark red on the map.
To activate this Add-on:
To go further, please visit our help center: How to connect and use your Omnichannel Add-on
After subscribing to our “Omnichannel Communication” Add-on:
- Go to the Ringover Dashboard under Integrations.
- Search for WhatsApp.
- Select a verified Meta account.
- Create a WhatsApp Business account.
- Select or create a user.
- Verify numbers via call.
To go further, please visit our help center: How to connect and use your Omnichannel Add-on
To complete this integration, go to your Dashboard.
Using Messenger:
- Once the assignments are made, all messages sent to the connected pages will be received on your Web app in the messages section.
- Click on the Messenger icon and select the conversation.
To complete this integration, go to your Dashboard:
Using Instagram:
Just like on Messenger, the assigned agent will receive the Instagram notifications on their WebApp and will be able to answer them.
Responding to reviews:
To complete this integration, go to your Dashboard. Then click on Integrations. Next, search for the Outlook integration and click Activate. Finally, confirm the activation.
Outlook is now active. To configure it:
✅ Available in all channels (SMS, WhatsApp, etc.).
⛔ Not available for one-way messages.
You can add a note visible only to other internal users.
Go to the “Numbers” section:
💡If the number is not available, please contact our dedicated team by e-mail at numbers@ringover.com
💡To obtain numbers in a specific locality, you must have an address in the city corresponding to the number
💡For example, if you want a number with a Madrid area code, you’ll need to enter an address in Madrid
Here’s how to choose a number:
💡When an employee leaves, a number becomes free. The administrator must take steps to remove the number from this license in order to reassign it.
💡With the number portability option, keep your existing landline or cell phone number for your Ringover account.
💡Before creating your account and choosing a number, contact our customer service department directly at support@ringover.com or UK : +44 20 3808 5555 / US : +1 844 411 1221.
💡We’ll tell you what you need to send us: the portability mandate, your last phone bill and proof of identity. Upon receipt of the requested documents, your number will be ported to your Ringover account within 10 to 30 days, depending on the country. You’ll then be able to make international calls!.
To go further, please visit our help center: Keeping your existing number
Once you’ve created a number, go to “Users” in the “Configuration” menu.
From the “User” section:
To configure a user, go to “Users” in the “Configuration” menu.
- Software personalization: authorize your team’s users to personalize their phone (schedule, snooze, etc.).
- Calls: set your users’ rights to their daily calls (tags, aftercall, outgoing number modification…).
- Recording and supervision: manage your users’ day-to-day supervision.
In the “Software customization” section, you have:
From the “Users” section, in the “Settings” section, you can set the phone parameters for each user.
Go to “Users” in the “Configuration” menu:
From the “Users” menu, in the “Groups” section, you can set the group(s) to which each user belongs.
Go to your Logs in your Dashboard.
From the “Users” section of the “Dashboard Access” menu:
To go further, please visit our help center: Granting Dashboard access rights
🚫 None: only for telephony, no Dashboard access.
💰 Accountant: If you assign this role to a user, this user will only have access to the “Credits and billing” page to add credits and download invoices.
⚙ ️Technical: If you assign this role to a user, they will only have access to the “Configuration,” “Developer,” and “Integrations” pages, allowing them to create IVRs, users, groups, and numbers.
📈 Supervisor: If you assign this role to a user, this user will only have access to the “Activity,” “Logs,” “Campaigns” and “Statistics” pages. They will also only have access to data for groups/IVRs authorized by the administrator.
⭐ Admin: This is the most important role. If you assign this role to a user, they will have full access to the Control Panel with no restrictions. Only the superadministrator can grant this role access to another user. Furthermore, it’s important to note that an administrator cannot modify the access of another administrator; it must be done by the superadministrator.
Go to “Voice standards” in the “Settings” menu.
- Name your IVR.
- Choose whether incoming and outgoing call conversations will be recorded.
- Define VIP numbers, always given priority in the queue.
- Choose to allow or deny anonymous calls.
- Create a script for outgoing calls.
- Configure the script.
Go to your dashboard, in the “Voice standards” section.
Go to your dashboard, in the “Voice standards” section.
The voice announcement you create is saved in the “Your sounds” tab, and its name - MyAnnounce - can be modified. Your announcement can then be reused in the same or another standard.
Go to your Dashboard, in your Call Tags to create and modify tags.
Go to “Users” in the “Settings” menu.
To go further, please visit our help center: Authorizing your users to tag their calls
On app.ringover.com, from the “Calls” page you can tag each of your calls.
Via the Dashboard:
- Go to the three dots.
- Click on “Add tag”.
You can add contacts:
If a contact or number you don’t know or don’t want to receive any more calls from bothers you, you can block it from your Ringover Dashboard by adding it to your list of blocked numbers. In this way, the number will also be blocked for your entire team.
You can also block individual numbers. To do this, go to your WebApp:
Only the administrator can configure user access to the “SMS Campaigns” feature.
Once your request has been validated, you will have access to the “SMS Campaigns” function.
Only the administrator can configure user access to the “Call Campaigns” feature.
You can also manually add the numbers you wish to call. To do so, click on “Or add manually”.
By import:
To launch a call campaign:
Only the administrator can configure user access to the “Voicemail Campaigns” feature.
To go further, please visit our help center: Sending a Voicemail Campaign
In just a few clicks, you can buy credit, view all your invoices, manage your consumption and your means of payment. All you have to do is:
OR
Call credit lets you call destinations not included in your unlimited plan, send SMS from a Ringover mobile number or launch SMS campaigns.
You can choose to block your overage authorization so as not to be billed unexpectedly at your next due date.
In the “Your licensesÐ section, you’ll find a summary of the number of licenses you have available.
You can manage the addition and deletion of your licenses independently:
You can add useful contacts:
From the “Billing Address” section, you can manage your billing addresses.
You can add as many billing addresses as you like.
You will always be billed at the first address you enter, which is considered your main billing address.
You can access all the documents available for your file in the “Documents” section.
You can add as many documents as you like (format: .pdf, .png or .jpeg):
Go to https://dashboard.ringover.com/billing.
Click on the “Modify” or “Add credit card” button below your payment method. You will be redirected to a secure page where you can update your payment method.
Good to know:
💡 For an immediate purchase of credits, you’ll need to enter a credit card.
💡 Prepaid cards are not authorized.
- In the “Invoices” section, you’ll find all your purchases (monthly installments and credit purchases) and be able to download your invoices (in HTML and PDF format).
- The invoices for your monthly payments are detailed invoices: you’ll be able to see all your calls, the numbers called, the time and date of the calls, the duration, and the Ringover number used for each call.
- All invoices are issued in the name of the Ringover account creator.
From the “Next invoice” section, you can view your next invoice.
Prepayment
- Interactive Voice Response (IVR).
- A conference call.
- A second direct line.
Post-payment
- Sending text messages (click here to find out more).
- Calling special numbers.
- Calls to out-of-package destinations.
- External redirections (to other operators).
In the “Product” section of the Marketplace, you’ll find:
An Add-on is an extension designed for Ringover that extends its capabilities beyond the basic functions, enabling a greater variety of features and options.
Prerequisite: Add-ons can only be activated by account administrators and/or superadministrators. We will now show you the various Add-ons that Ringover offers:
This Add-on allows the user to make more than 2 outgoing calls (or external transfers) simultaneously.
Prerequisite: This Add-on can only be activated by account administrators and/or superadministrators. To activate this Add-on:
Allows you to add a list of 1000 additional contacts to your call campaigns.
⚠️ This is billed per user. By accepting the purchase, the price of the additional channel will be added to your invoice.
This Add-on lets you connect different communication channels to Ringover, saving time by centralizing everything on a single platform.
To activate this Add-on:
⚠️ The Omnichannel Communication Add-on is billed per license that benefits from it. By accepting the purchase, the price of the Add-on will be added to your invoice.
To access the integrations, go to the “Store” section of your dashboard.
There are two types of link in Ringover:
To go further, please visit our help center: Link Ringover users with their CRM accounts
The Ringover Call API lets you retrieve information on your calls, contacts, users and standards, so you can integrate them into your business tools.
From your Ringover Dashboard, in the Wehbook section, you can enter URLs enabling you to retrieve information that we send via Webhooks. CTI integration with our Webhooks enables you to trigger actions on Ringover events (incoming calls, missed calls, answering machine messages, etc).
Warning: To display a CTI (CRM or Software Development Kit) on Safari, go to your Safari settings:
Safari => Settings => Privacy => Uncheck “Prevent cross-site tracking”
For more information, visit: https://developer.ringover.com/#tag/webhook.
