How do I define the organizational name?

Defining the organizational name is as simple as adding your company’s name in the space provided. Begin by going to https://callback.vhtcx.com.

Step 1: On the sidebar menu, select Organization.
Step 2: Select the General tab.
Step 3: Enter the name of your organization.
Step 4: Click Save Changes.

How do I set the system to speak the ANI prefix?

This option is only available if your Organization is set to allow international (non-U.S.) calls. Normally, the customer’s ANI prefix (0) would be suppressed when being spoken back to the customer during callback registration, but included when actually dialing the number. This option allows you to set the system to speak the customer’s ANI prefix.

Step 1: In the VHT Callback cloud navigation bar, select Organization.
Step 2: Select the General tab.
Step 3: Spoken ANI Prefix – Enter a zero if your customers will expect to hear an ANI prefix starting with a zero.
Step 4: Max Per Minute Rate – (Optional) Enter the maximum per-minute rate (in USD) that is allowed for a callback to the customer.
Step 5: When finished, scroll to the top of the Edit Organization screen, and click Save Changes. You may continue editing the Organization, or you may click Publish to apply your changes to the system.

How do I blacklist a phone number?

Blacklisting a phone number places the identified number in a list of numbers that the VHT Callback cloud application will not call. If the blacklisted number appears in a call list, the number will be skipped-over, and the next non-blacklisted number will be dialed.

Step 1: On the sidebar menu, select Organization.
Step 2: Select the General tab.
Step 3: Select the Blacklist Numbers box if you wish to blacklist a phone number.

  • When selected, the phone number field is revealed, along with the OK and Cancel buttons.

Step 4: Enter the phone number you wish to blacklist:

  • Complete phone numbers: Include the country code in the full number.
  • Blacklist by partial numbers: If you want to blacklist a group of phone numbers, identify the most common information for that phone number.
    For example, this phone number (1-330-123-4567) could be blacklisted the following ways:

    • By country code: Only enter the country code (1)
    • By area code: Only enter the country code and area code (1330)
    • By phone number prefix: Only enter the country code, area code, and prefix (1330123)
    • By line number: Only enter the country code, area code, prefix, and any portion of the line number (133012345 or 1330123456)

Step 5: Click OK next to the phone number field to apply the identified blacklisted number to the list.
Step 6: Click +Add Number to continue adding numbers to the blacklisted number list.
Step 7: Existing blacklisted numbers may be edited or removed from the blacklist at this time as well. Follow the How do I remove a blacklisted number? and How do I edit a blacklisted number? tutorials.
Step 8: When finished, scroll up to the Edit Organization header bar, and click Save Changes to apply the blacklisted phone number list to the system.

NOTE: The message “Unsaved Changes to Blacklist” will appear above the blacklisted phone numbers until Step 8 is completed.
NOTE: If numbers have already been added to the phone number blacklist and the Blacklist Numbers option is later disabled, the system will retain the phone number list but will not display them. The numbers on this disabled list will not be blacklisted by the system and will remain in regular use until the Blacklist Numbers option is re-enabled.

How do I edit a blacklisted phone number?

Step 1: On the sidebar menu, select Organization.
Step 2: Select the General tab on the Organization screen.
Step 3: Under Blacklist Numbers, identify the phone number you want to edit.
Step 4: In that phone number’s row, click Edit.
Step 5: Edit the phone number as needed. See the guidelines under Step 4 on the How do I blacklist a phone number? tutorial.
Step 6: Phone numbers may also be added to, or removed from, the blacklist at this time. Follow the How do I blacklist a phone number? tutorial or the How do I remove a blacklisted number? tutorial.
Step 7: When finished, scroll up to the Edit Organization header bar, and click Save Changes to apply the change to the system.

NOTE: The message “Unsaved Changes to Blacklist” will appear above the blacklisted phone numbers until Step 7 is completed.

How do I remove a phone number from the blacklist?

Step 1: On the sidebar menu, select Organization.
Step 2: Select the General tab on the Organization screen.
Step 3: Under Blacklist Numbers, identify the phone number you want to remove from the list.
Step 4: In that phone number’s row, click Remove. The number will immediately be removed.
Step 5: Additional phone numbers may also be added to the blacklist at this time, and existing phone numbers may be edited. Follow the How do I blacklist a phone number? and How do I edit a blacklisted phone number? tutorials.
Step 6: When finished, scroll up to the Edit Organization header bar, and click Save Changes to apply the change to the system.

NOTE: The message “Unsaved Changes to Blacklist” will appear above the blacklisted phone numbers until Step 6 is completed.

How do I add and configure a SIP URI?

To save money on toll charges, your organization may want to add a SIP Termination URI. Adding a SIP Termination URI is as simple as adding it to the space provided. Begin by going to https://callback.vhtcx.com.

NOTE: G.711 is the default codec for SIP trunking.

Step 1: “Ping" endpoint sip:cpvht-sip-ue1a.callpromise.net:5566 to see if you can reach the VHT Callback® cloud instance.
Step 2: On the sidebar menu, select Organization.
Step 3:
Select the General tab.
Step 4: Add your SIP termination URI in the SIP Termination URI field.
Step 5: Create a Call Target.
Step 6: Provision a phone number to the Call Target.
Step 7: Include the provisioned phone number to the SIP address when dialing a number. For example the entire SIP address would be sip:+13305551234@cpvht-sip-ue1a.callpromise.net:5566
Step 8: Click Save Changes.

IMPORTANT: Make sure you add IP address 52.87.115.152 to your access control list to enable communication of SIP and RTP traffic to and from the SIP Termination URI.

How do I add opening/closing hours?

The first step in configuring your VHT Callback cloud instance is defining your organization’s hours. Hours defined here will be the default hours used by all newly created Call Targets unless otherwise changed. Use the following steps to setup your organization’s hours. Begin by going to https://callback.vhtcx.com.

Step 1: On the sidebar menu, select Organization.
Step 2: Select the Hours tab.
Step 3: Choose your organization’s time zone from the drop down menu.
Step 4: Click +Add Hours Entry.
Step 5: Using the dropdown menu, pick the first day of the week you are open. If you are open 7 days a week, choose the Everyday option.
Step 6: Enter your opening and closing hours for that day. Click AM or PM to select the right choice.
Step 7: Repeat steps 3-6 for any additional days the organization is open.
Step 8: Scroll up to the header and click Save Changes to update the hours for your organization.

How do I edit my organizational hours?

We all know organizational hours can change, therefore, the following steps are used to edit the hours of operation for your organization. Begin by going to https://callback.vhtcx.com.

Step 1: On the sidebar menu, select Organization.
Step 2: Select the Hours tab.
Step 3: Make changes to the fields as needed.
Step 4: Click Save Changes to update the hours of your organization.

How do I delete organizational hours?

The following steps are used to remove the hours of operation from your organization. Start by going to https://callback.vhtcx.com.

Step 1: On the sidebar menu, select Organization.
Step 2: Select the Hours tab.
Step 3: Click Remove next to the hours to be deleted.
Step 4: When prompted, click Delete Hours to confirm deletion.
Step 5: The hours of operation are removed from the list.
Step 6: Repeat steps 3-5 as needed to remove any additional hours of operation.
Step 7: Click Save Changes to apply the change.

How do I add holiday hours?

The VHT Callback cloud instance provides you with the ability to add holiday hours to your organization. These hours are added on an as needed basis. Perform the following steps to add holiday hours to your organization, beginning at https://callback.vhtcx.com.

Step 1: On the sidebar menu, select Organization.
Step 2: Select the Hours tab.
Step 3: Click +Add Holiday.
Step 4: Click on the date field to select the holiday date from a pop-up calendar.
Step 5: Add an opening time.
Step 6: Add a closing time.
Step 7: Click Save Changes to update the holiday hours for your organization.

How do I delete holiday hours?

Perform the following steps to delete holiday hours from your organization, beginning at https://callback.vhtcx.com.

Step 1: On the sidebar menu, select Organization.
Step 2: Select the Hours tab.
Step 3: Locate the holiday hours to be removed, and click Remove in the appropriate row.
Step 4: When prompted, click Delete Hours to confirm the deletion.
Step 5: The holiday hours are removed from the list.
Step 6: Repeat steps 3-4 as needed to remove any additional holiday hours.
Step 7: Click Save Changes to update the hours for your organization.

How do I add Business Units to an Organization?

Use the following steps to add a Business Unit to your organization.

Step 1: On the side navigation menu, select Organization.
Step 2: Select the Business Units tab.
Step 3: Add a unique name in the Create new Business Unit space.
Step 4: Click +Add Business Unit.
Step 5: Using the dropdown menu, select the Call Targets that will be assigned to this business unit.
Step 6: Click Save Changes to save your change set.
Step 7: 
Click Publish to activate your changes to the live site.

NOTE: Call Targets must already be configured in the system in order to add Business Units to an organization.

How do I assign Business Units to a user?

Use the following steps to assign a Business Unit to a user:

Step 1: Select the Users tab to assign the Business Unit to a user.
Step 2: Click + Add User at the bottom of the page.
Step 3: Email – Enter the email address of the new user
Step 4: Role – Assign a role to the new user with the VIEWER dropdown menu.
Step 5: Business Unit – From the dropdown menu, select the appropriate business unit for the user.
Step 6: Click Save in that user’s row.
Step 7: Click Save Changes to send an email to the user so they can create their account.

How do I disable callbacks and registration for an Organization?

Use the following steps to disable callbacks and callback registration for your organization:

Step 1: On the side navigation menu, select Organization.
Step 2: Select the On/Off tab.
Step 3: Select the option(s) to disable callbacks, disable callback registration, or both.
Step 4: Click Save Changes to save your change set.
Step 5: 
Click Publish to activate your changes to the live site.

Discover it: Read about the VHT Callback cloud Organization screen.