For Admins

Q: Can I create teams like I could with departments in CloudCall Classic, and view team activity? 
A: Yes, this is now called 'Teams' in o1. You can create and view teams in the workspace.

Q: What should I do if I have the mobile app installed but am not receiving calls? 
A: Ensure the mobile app is open and running in the background.

Q: Can I create custom presence states and set agent availability with them? 
A: This functionality is not available in o1 and is not part of the near-term roadmap.

Q: Can I order new numbers for themselves? 
A: Yes, admins can request new numbers via the workspace. This action creates an order for our Customer Care team, who will follow up with you to complete the order.

Q: How can I make changes to my call flows in CloudCall o1?
A: Currently, if you need a changes to a call flow, you can request it via a support ticket. We will be adding the ability for administrators to update their call flows via the Workspace by the end of 2024.

Q: How can I access my historical data and call recordings from CloudCall Classic?

A: Administrators will continue to have access to historic data via the CloudCall Classic administrative portal at reporting.cloudcall.com using your original credentials for the Classic platform.

Q: How can I access my SMS history from CloudCall Classic?

A: SMS history is not available within the user interface. Upon request to support, CloudCall can provide a file with all of the SMS history for your organization.

Q: Can I access live dashboards and schedule reports in CloudCall o1?

A: These features are currently not available but they are on our roadmap for future delivery.