CloudCall o1 Upgrade Resources

Upgrading

CloudCall Classic to CloudCall o1: Upgrade Guide

Training and Guides

• ➤ Getting Started with Learning Cloud: A Step-by-Step Guide
• ➤ Existing Learning Cloud Users: How to Access CloudCall o1 Content

Common Problems and Fixes

• ➤ Incorrect Username or Password?
  ➜ Login and validate your credentials here.
• ➤ How Do I Fix a Password Expired Error?
  ➜ Follow steps here to reset your password.
• ➤ Why Can’t I Access the Customer Workspace Portal?
  ➜ The Customer Workspace Portal Is Accessible Only to Admin Users.

• ➤ How Do I Place a Call Using Click-to-Dial?
  ➜ Ensure that you are signed into the CloudCall Chrome extension.
  ➜ Hover your cursor over the phone number you want to dial.
  ➜ Click the phone button that appears to initiate the call.
  
  
• ➤ Why Is My Number Not Highlighted for Click-to-Dial Calls?
  ➜ To highlight numbers for click-to-dial, make sure you’re logged into the CloudCall Chrome extension.
• ➤ Why can’t I click to call on a number on a website like I could in CloudCall Classic?
  ➜ In o1, only numbers tagged as ‘Tel’ fields will hyperlink. If the number does not hyperlink, copy and paste it into your softphone to make the call.

• ➤ Why Can’t I Hear Audio Through My Headset?
  ➜ Click here to access our Sound Settings Guide for Windows.
• ➤ Why Is My Audio Switching Back to the Computer Speaker?
  ➜ Try disabling Exclusive Mode in Windows. Click here for instructions.
• ➤ What Should I Do If My Jabra Headset Doesn’t Work with CloudCall?"
  ➜ Click here for instructions to configure your Jabra headset with CloudCall

• ➤ Experiencing call quality or delay issues, or noticing the call button switching between green and grey?
  ➜ Click here to enable modern connection mode.
• ➤ Are you experiencing call quality issues while working in the office?
  ➜ Ensure your office network is set up according to our Network Configuration Guidelines. Click here for steps.
• ➤ I’m signed in, but my call button is greyed out, or clicking it doesn’t make a call (Office).
  ➜ Ensure your office network is set up according to our Network Configuration Guidelines. Click here for steps.
• ➤ What are the possible causes of poor call audio quality while working remotely/home?
  ➜ Click here to follow our best practices when working remotely/home.

FAQs by Topic

Making and Receiving Calls: Common Questions and Answers
• ➤ I’m not receiving calls. What should I check?
  ➜ Ensure you’re actively signed into the CloudCall o1 application.
  ➜ Ensure your status in the application is set to 'Available'.
• ➤ What should I do if I have the mobile app installed but am not receiving calls?
  ➜ Ensure the mobile app is open and running in the background.
• ➤ How do I change the country code for international calls?
  ➜ Go to 'More,' click on your profile, and ensure your locale is set to the Country that you intend to dial.
  ➜ Alternatively, include a '+' prefix before the country code when dialing internationally. For example, for the UK, dial +4474... ."
• ➤ View all FAQs
Using CloudCall within your CRM
• ➤ How do I activate native note display in the CRM?
  ➜ Go to 'More' in your softphone, click 'CRM Settings,' and ensure that 'Notes' is set to CRM.
• ➤ View all FAQs
Troubleshooting FAQs
For Admins
• ➤ How can I reset a agent's password?
  ➜ Click here for instructions on how to reset an agent's password.
• ➤ How can I access the reporting feature?
  ➜ Access reporting by logging into the Customer Workspace Portal by visiting: https://app.cloudcall.com
  ➜ Then click on the reporting icon:
  
  
• ➤ View all FAQs