How to Use the Manager Portal
Written by Mira Beltre
Updated at May 14th, 2025
Table of Contents
Scope
Intended Audience: All Clients
The document will cover how to use the Manager Porta
Requirements
- Access to the Internet
- Manager Portal PBX User
Logging into the Manager Portal
- Navigate to the Manager Portal or your Reseller Portal
- Enter your login credentials or sign in via SSO
- After logging in you will be brought to the Landing Page
Note: If logging in as a Reseller, to see the whole range of buttons available to a Basic User click on your name/extension in the top right corner and click "My Profile"
In the top right-hand corner, you will have several options you can select
Help Docs
This will take you to our documentation page.
Apps
- User Portal: Manager Portal redirect.
- Attendant Console: Application for making calls, dynamic call parking, and the ability to view contacts, call queues, and auto attendants.
- SNAPmobile Web: OIT's primary desktop softphone. Users have to ability to make calls, transfer calls, conference calls, record calls, use SMS/chat, and check your voicemail in SNAPmobile Web.
-
SNAPAnalytics: A real-time reporting dashboard used with Call Center view.
Integrations
Clicking on the Integrations Tab will show all available integrations within the Manager Portal, such as Wake Up Call, Missed Call Notification, The Campaign Registry, and more.
Navigating the Manager Portal
Home Screen
- Graph filterable, defaults to Peak Active Calls.
- Users & Applications, these are not the full count of billable users.
- To view billable counts, go to Management > PBX Feature Count.
Domains
Lists all client domains that you have access to.
SIP Trunks
Not commonly used, only intend to pair OIT’s phone service with on-premises PBX.
Call History
Filterable, can be used for troubleshooting.
Inventory
Phone Numbers
Shows a list of all DIDs connected to all client domains.
SMS Numbers
Shows a list of all SMS numbers connected to all client domains.
Phone Hardware
Shows as list of all physical devices assigned to all client domains.
Emergency Numbers (Legacy)
Transitioning away from Emergency Numbers Legacy which allowed a single emergency address per DID.
Emergency Endpoints
Used for carrier billing purposes.
Emergency Addresses
Dynamic location routing allows clients to have more than one location tied to their emergency number.
Navigating Inside a Domain
Once a domain is selected, you will see the above options listed, just focused on the single domain
Users
This is where you can create and edit users, such as setting up Answering Rules, add a Phone, setting up Voicemail Options, send a Welcome Email or Password reset, etc.
Conferences
Where you can create a conference bridge.
Auto Attendants
This is where you can create Auto Attendants (also known as IVRs) to give calls the option to listen to a pre-recorded message and route their call based on dial pad key presses matching the prompt.
Call Queues
This is where you can create call queues that can dispatch calls to Agents based on the type of Call Queue. Call Parks can also be created from this menu.
Timeframes
This is where you can create timeframes that will determine how calls are routed based on Date/Time, Holidays, or a custom format
Music On Hold
This allows you to upload various files (.mp3 or .wav) for Music On Hold.
Inventory
Just like the above section titled Inventory, however this inventory is specific to the domain you are navigating.
New with V44 - Columns
With the newly upgraded PBX version of V44, we have added columns that can be toggled on or off on various menus. These columns can be found under the following menu options.
Users
Call History
Different Views of the Manager Portal Based on Scope
Reseller
When Reseller's logs into the Manager Portal, they are initially brought to the Root Menu options, where they can view all Domains, SIP Trunks, contents of the Inventory, and Call History across all domains associated with their Reseller ID.
Office Manager
When an Office Manager logs into the Manager Portal, they land on their respective domain's home page. The Office Manager can then configure/adjust Users, create Conferences, Auto Attendants, Call Queues, Time Frames, Music on Hold, and add/edit items in the Inventory. They can also view entries in Call History and listen to Call Recordings.
Call Center Supervisor
When a Call Center Supervisor logs into the Manager Portal, they land on their respective domain's Call Center page. The Call Center Supervisor can access the Call Center tab for agent and call stats, manager agents under the Agents tab, create Conferences, Call Queues, Time Frames, Music on Hold, and view entries in Call History.
Call Center Agent
When a Call Center Agent logs into the Manager Portal, they land on their respective domain's Call Center page. The Call Center agent can view what call queues they are assigned to, as well as their own statistic from the Call Center tab. They can also check Messages, Faxes, access and add Contacts, adjust Answering Rules, Time Frames, view their devices under the Phones tab, and/view Music On Hold, and review their personal Call History.
Basic User
When a Basic User logs into the Manager Portal, they land on their respective domain's home page. The Basic User can check Messages, Faxes, access and add Contacts, adjust their own Answering Rules, Time Frames, view their devices under the Phones tab, and/view Music On Hold, and review their personal Call History
Simple User
When a Simple User logs into the Manager Portal, they land on their respective domain's home page. The Simple User can also check Messages, Faxes, access and add Contacts, review their personal Call History. Simple Users cannot make any changes to their account, Answering Rules, Time Frames, Queue positioning, etc. That would need to be adjusted by a higher scope, such as Office Manager.
Breakdown of User Scopes
- Simple User: Cannot make changes to account
- Basic User: Can make changes to their own account
- Call Center Agent: Can only see themselves, call stats, and toggle availability
- Call Center Supervisor: Can see all agents, dispatch calls, and manage queues, Call Center is addition is billable
- Office Manager: Can make any non-billable change on domain
- Site Manager: Can make any non-billable change on the site they are assigned to.
Quick Links
- Reserved Number Space: https://voipdocs.io/en_US/hosted-voice/extension-numbering-reserved-number-space?from_search=186511636
- Star Codes and Features: https://voipdocs.io/en_US/faqs/star-codes-and-features?from_search=186511694
- Domain Creation: https://voipdocs.io/en_US/hosted-voice/create-a-domain?from_search=186510176
- User Creation: https://voipdocs.io/en_US/users/create-a-user?from_search=186510034
- Only users with phones attached are billable
- Configure Voicemail: https://voipdocs.io/en_US/voicemail/manage-voicemail-greetings?from_search=186510240
- Answering Rules: https://voipdocs.io/en_US/call-routing/answering-rules?from_search=186510285
- Time Frames: https://voipdocs.io/en_US/call-routing/create-time-frames?from_search=186510329
- Auto Attendants
- Create an Auto Attendant: https://voipdocs.io/en_US/auto-attendants/create-an-auto-attendant?from_search=186510386
- Tips & Tricks: https://voipdocs.io/en_US/auto-attendants/auto-attendant-tips-and-tricks?from_search=186510386
- Speech to Text: https://voipdocs.io/en_US/auto-attendants/configure-speech-to-text?from_search=186510386
- Custom DTMF Timeouts: https://voipdocs.io/en_US/auto-attendants/modify-timeouts-for-auto-attendants?from_search=186510584
- Call Queues: https://voipdocs.io/en_US/call-queues/create-a-call-queue?from_search=186510633Add Agents to a Call
- Queue: https://voipdocs.io/en_US/call-queues/add-agents-to-a-call-queue?from_search=186510633
- Add Ringback to a Call Queue: https://voipdocs.io/en_US/call-queues/add-ringback-to-a-call-queue?from_search=186510633
- Enable SMS for a Call Queue: https://voipdocs.io/en_US/sms-mms/enable-messaging-smsmms-for-a-call-queue?from_search=186510633
- Configure Callback for a Call Queue: https://voipdocs.io/en_US/users/configuring-site-level-defaults?from_search=186510633
- Add Comfort Message to a Call Queue: https://voipdocs.io/en_US/call-queues/add-comfort-message-to-a-call-queue?from_search=186510633
- Call Parks
- Static & Dynamic Call Parking: https://voipdocs.helpjuice.com/en_US/features/static-dynamic-call-parking?from_search=186519455
- Music on Hold: https://voipdocs.io/en_US/features/music-on-hold?from_search=186511386
- Call Routing: https://voipdocs.io/en_US/call-routing/call-routing-best-practices?from_search=186511440
- Emergency Address & Endpoints
- Call History: https://voipdocs.helpjuice.com/en_US/cdrs/call-history?from_search=186516832
- Add Hardware to the Manager Portal: https://voipdocs.helpjuice.com/en_US/hardware-software/add-hardware-to-manager-portal
- SNAPbuilder
- How To Use SNAPBuilder: https://voipdocs.helpjuice.com/en_US/snapbuilder/how-to-use-snapbuilder?from_search=186515333
- Enable Remote Phonebook on SNAPbuilder: https://voipdocs.helpjuice.com/en_US/snapbuilder/enable-remote-phonebook-on-snapbuilder?from_search=186515333
- Create and Apply a Template in SNAPBuilder: https://voipdocs.helpjuice.com/en_US/snapbuilder/create-and-apply-a-template-on-snapbuilder?from_search=186515333
- Adding Custom Overrides: https://voipdocs.helpjuice.com/en_US/hardware-software/add-custom-overrides?from_search=186515617
- Native Fax
- Considerations with Native Fax: https://voipdocs.helpjuice.com/en_US/native-fax/considerations-with-native-fax?from_search=186515675
- Add a Native Fax Account: https://voipdocs.helpjuice.com/en_US/native-fax/add-native-fax-account?from_search=186515675
- Send a Fax from Email (Direct, Channel Client or Channel Partner): https://voipdocs.helpjuice.com/en_US/native-fax/native-fax-send-a-fax-from-email-oitvoip?from_search=186515675
- Send a Fax from Email (WLP): https://voipdocs.helpjuice.com/en_US/native-fax/native-fax-send-a-fax-from-email?from_search=186515675
- VoIPmonitor
- How To Find Calls in VoIPMonitor: https://voipdocs.helpjuice.com/en_US/troubleshooting/imported-article-01-apr-18-17?from_search=186516157
- How to Capture a PCAP: https://voipdocs.helpjuice.com/en_US/voipmonitor/voipmonitor-how-to-capture-a-pcap?from_search=186516157
- Network Information
- Network Configuration Best Practices: https://voipdocs.helpjuice.com/en_US/troubleshooting/network-configuration-best-practices?from_search=186516410
- SIP-ALG: What is it and How to disable it: https://voipdocs.helpjuice.com/en_US/troubleshooting/sip-alg-what-is-it-and-how-to-disable-it?from_search=186516483
- Signs of SIP ALG or Double NAT: https://voipdocs.helpjuice.com/en_US/troubleshooting/signs-of-sip-alg-or-double-nat?from_search=186516483
- Routers with Known Issues: https://voipdocs.helpjuice.com/en_US/troubleshooting/routers-with-known-issues?from_search=186516483
- VoIP Codec Types: https://voipdocs.helpjuice.com/en_US/troubleshooting/voip-codec-types?from_search=186516924
- Troubleshooting
- Outbound Call Troubleshooting: https://voipdocs.helpjuice.com/en_US/troubleshooting/outbound-call-troubleshooting?from_search=186516969
- Inbound Call Troubleshooting: https://voipdocs.helpjuice.com/en_US/troubleshooting/inbound-call-troubleshooting?from_search=186516969
- Troubleshooting Outbound Calls Marked as Spam: https://voipdocs.helpjuice.com/en_US/troubleshooting/troubleshooting-outbound-calls-marked-as-spam?from_search=186516969
- Troubleshooting Poor Call Quality: https://voipdocs.helpjuice.com/en_US/troubleshooting/troubleshooting-poor-call-quality?from_search=186516969
- Provisioning
- Yealink: https://voipdocs.helpjuice.com/en_US/provisioning/yealink-manual-provisioning?from_search=186517688
- Polycom: https://voipdocs.helpjuice.com/en_US/provisioning/polycom-manual-provisioning?from_search=186517737
- Grandstream: https://voipdocs.helpjuice.com/en_US/provisioning/grandstream-manual-provisioning?from_search=186517737
- Snom: https://voipdocs.helpjuice.com/en_US/provisioning/snom-c-series-manual-provisioning?from_search=186517841 & https://voipdocs.helpjuice.com/en_US/provisioning/snom-d-series-provisioning?from_search=186517841
- Manual Registration
- Add a SIP Phone: https://voipdocs.helpjuice.com/en_US/hardware-software/add-a-sip-phone?from_search=186518042
- Yealink: https://voipdocs.helpjuice.com/en_US/manual-configuration/yealink-manual-configuration?from_search=186518130
- Polycom: https://voipdocs.helpjuice.com/en_US/polycom/polycom-manual-configuration?from_search=186518328
- Grandstream: https://voipdocs.helpjuice.com/en_US/grandstream/grandstream-manual-configuration?from_search=186518373
- Snom: https://voipdocs.helpjuice.com/en_US/manual-configuration/snom-c-series-manual-configuration?from_search=186518431