UberSmartPhone (USP) Console
The Console is the central control panel for a given USP account. Furthermore the console consists of these TABS:
Most noteworthy is that on first login, the Console only displays the Twilio tab. UberSmartPhone (USP) requires valid Twilio credentials and therefore cannot operate without them. Please make sure to keep your existing Twilio Account SID and Auth Token on hand when creating an UberSmartPhone (USP) account.
Once valid Twilio credentials are entered, all console tabs will become operational. The Numbers tab is used to control the Twilio phone number(s) (change PIN, drop agents, settings…). The Settings tab is used to change global operating parameters (name, time zone, etc). The Account tab shows transaction history and provides payment options.
The Numbers tab gathers the list of phone number(s) from the companion Twilio account and displays information about each in the left hand column. While all Twilio numbers are listed, not all Twilio numbers will be teamed up with UberSmartPhone (USP). Especially relevant is that the numbers that are not linked to the USP account display a chain-link icon next to them. Click the chain-link to place the subject Twilio number under USP control.
Twilio Number Editor
Numbers that are under USP control will show a pencil-paper icon next to them and information about the PIN. Consequently any smart phone user can text the PIN to the Twilio number to become an agent and gain access. The PIN function can be turned off in addition to being turned on indefinitely. Most noteworthy is that the PIN can be turned on for a given period of time. To edit the settings for the given Twilio number click the pencil-paper to change the following parameters:
Friendly name for this number. Also used for the telephone system “Name Display” value on phones that have that feature.
Select a new PIN option (including turn off) from the drop down. A new PIN number is generated by USP due to security considerations. System generated PINs are completely random. Random PINs are not easily guessed since they are not based on birthdays, phone numbers, or other personal information.
Select the voice for USP to use when reading. English, French, and in addition to Spanish are supported.
Select the sounds (or none) that USP is to use. Note that the sounds that USP makes are considered to be media by most smartphones. If the user mutes their smartphone the sounds still play. Consequently the silent sound theme may be the only way to silence the service
Select the visual look that USP is to use.
Twilio AMD for Agents
Turns AMD (Answering Machine Detection) off or on (extra Twilio charges apply). When AMD is turned on for a given Twilio number an option consequently appears on the dialer for the agents to then turn it on or off. When AMD is on the system will listen for a human voice when transferring inbound calls to agents. As a result this enables agents on car phones and blue tooth headsets to accept a call without using the smartphone keypad.
Inbound Call Handling
First Agent to answer gets the call in addition to Party Line. With party line the call is blasted to all the on-duty agents at the same time. Most noteworthy is that if multiple agents answer, a conference call is setup to put everybody together.
Max Call Transfer Seconds
Maximum time for agents to answer before caller is sent to voice mail
Max Call Duration
maximum call duration after which USP announces good-bye and hangs up
Voice Mail Greeting
Text to speech using the language specified by voice
Voice Mail MP3
Upload an MP3 file to be used as the voice mail greeting. Consequently the text-to-speech greeting is overridden.
Text to speech using the language specified by voice. Most noteworthy is that the word “callerid” is replaced with the caller’s phone number.
Record All Calls
Yes/No. When on, a call recording link is included for all calls on the dialer Log tab (extra Twilio charges apply)
On the right hand column of the Numbers tab is a list of the agents for each Twilio phone number. Each agent gets two rows in the list. The first row shows the agent’s native cell phone number and the name – as it is recorded in the dialer Contacts tab for that Twilio number. The second row has icons. The broken-chain is used to disconnect the agent and disable that agent’s dialer. Furthermore the middle icon shows if the agent is on-duty or off-duty. Finally the last icon shows if the agent is currently on a USP call. Agents that are off-duty or on-a-call will not be selected to receive inbound calls.
The Settings tab provides means to change the following parameters:
- Name: Name displayed in the upper right of the USP console and also used as a personal greeting in emails.
- Time Zone: Time zone to use for the console and all dialers
- Time Format: 1200:AM/PM or 2400:Military for the console and all dialers
- Sound Theme: console sound theme
- Visual Theme: console visual theme
- Font Size: console font size (small, medium or large)
The Twilio tab tests that the companion Twilio account credentials are valid. If they are then consequently the Twilio Account SID and Auth Token fields are locked as read-only and a message in green along the bottom will report: Twilio Credentials are Good To Go!
If the Twilio credentials have not been entered or have become invalid, the Twilio Account SID and Auth Token fields are unlocked and the user is prompted to enter the information and save by clicking the Floppy-Disk icon.
All the associated dialers and agents will not be able to place/receive calls or send/receive SMS/MMS messages as a result of invalid or missing Twilio credentials.
The Account Tab shows the Paid-Up-To date and provides a link to the account’s transaction history.
The Paid-Up_To date is advanced by the pay-as-you-play payment options or convenient monthly subscriptions for uninterrupted service.