NEW CALL CENTER AGENT

Welcome to Versature Academy! Our knowledge base is continuously expanding and kept to date with the most current information. This article includes several links to instructional articles in the academy, and other useful links aimed to ensure you get the most from our service. 



VERSATURE CREDENTIALS 

At Versature, we use the same username and password to log into all of our products. You should have already gotten a welcome email with a link to create your password and voicemail pin. Unsure of your first login? Check out Your First SONAR Log In

Your username is always your extension number @ your domain.

    e.g., 101@exampledomain.com

Your password needs to contain 8 characters, with at least 1 capital letter, and 1 number.

    e.g., Mypassword1



THE CLIENT PORTAL, SONAR 

As a new Versature user, the first thing to do is familiarize yourself with our client portal, SONAR. As a basic user, you 7 tabs in SONAR, as well as your profile. 

Profile - ensure your personal information is correct: change your password and PIN, add email addresses, and see your directory options.   

Call Center - designed to give you fast access to the most important and frequently viewed information of your call queues. There are five components of the call center section:

  • My queues
  • My statistics
  • Status (Online/ Offline)
  • Active phones
  • Recent call history

    Learn all the acronyms for call center statistics!

Messages - see your voicemails (unless you have voicemail-to-email turned on, which is the default) and access voicemail settings.

Contacts - access all of your contacts. Your contacts display in a list by name, phone number/extension number, status (online/offline), and department. You can also pop-out contacts if you don't want to keep the SONAR tab open.

Answering Rules - you must use answering rules in conjunction with Time Frames; together, you can create various answering rules that change how calls are directed and forwarded at different times. 

Time Frames  - allow you to choose what happens based on a date range, or a time. There are three types of time frames you can choose from in addition to your default time frame:

  • Always
  • Days of the week and times
  • Specific dates and ranges

Phones - displays all the information on any device associated with your extension.

Call History - view, filter, and export your personal call history.



UNDERSTAND YOUR DESK PHONE 

Most of our clients use the Polycom VVX 300 series. Don't have the VVX 300? Check out articles on our other phones.

The Academy has several instructional articles to assist you; familiarize yourself with the basics: 


Tip!

Use star codes for efficiency.

*11 - Pull a call from one phone to another. Both phones must be connected to the same extension. 

*51 - Log into a call queue. If you are connected to more than one call queue this star code will log you into all of them. 

*52 - Log out of call queue. If you are connected to more than one call queue this star code will log you out of all of them. 

*67 - Mask/hide caller ID. Enter *67 and then immediately enter the number you want to dial out. 

*73 - If you have set your extension to forward to your cell phone after hours, in the morning instead of removing the forward in SONAR, you can just dial *73 from your phone and it will remove the forwarding answering rule and reset it to just ring your own phone.

*78 - Activate Do Not Disturb.

*79 - De-Activate Do Not Disturb.

*98 - Access voicemail account. This only works if you do not have your voicemails configured to go to your email. 

*90 - Transfer calls directly to voicemail. This can be used after an attended call transfer is not answered and the caller wishes to leave a voicemail to the intended recipient.



LEVERAGE OUR INTEGRATIONS!  

We have developed several integrations with cloud-based tools to incorporate into your business workflow. Integrations can help boost productivity, improve data collection quality, and monitor call performance.  

All integrations use your Versature credentials.  

We created the Conference Pod so you can easily create audio conference meeting rooms online. We include the Conference Pod in our Professional and Enterprise plans for conferences with up to 5 concurrent callers. Check out the Conference Pod Overview and How to Create and Manage Conference Pods

We also have integrations with:



GET THE MOBILE APP

The Versature Mobile App allows users to take their business phone extension, features, and functionality with them wherever they go. Whether you’re on the road, working remotely, or just away from your desk, you can remain accessible and while presenting a professional image to your callers. Versature for iOS and Android is free for Versature clients, available for download from the Google Play Store and iOS AppStore.



GET STATUS UPDATES WITH VERSATURE TRUST 

The Versature TRUST initiative provides the public insight into live and historical system status updates. Versature is pleased to offer proactive and up-to-the-minute notifications on service levels affecting our user base.

Subscribe to receive live system status updates delivered straight to your inbox! 



CONTACT SUPPORT 

If you are experiencing difficulties setting up your system in any way, don't hesitate to contact our support team. For immediate assistance, you can contact our Technical Support Team by dialing 611 from your Versature device or by calling 1-877-498-3772 and choosing option #3. Emails will be responded to within 1 business day and can be sent to support@versature.com.

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