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Using UpCentral

Tutorials and best practices
Brandon Oliver
By Brandon Oliver
• 18 articles

What is a call handling and how do I set up call handling/routing for my company phone number?

An overview of call handling and offers a step-by-step guide to setting up call handling or routing for your company number. In UpCentral, the call handling configuration feature allows you to define how incoming calls to your company phone number are managed during both business and non-business hours. This guide will walk you through setting up these preferences to ensure calls are routed efficiently according to your operational needs. Setting Business Hours Before adjusting call handling settings, ensure your business hours are set up correctly: 1. Navigate to the left navigation pane and click on Settings. 2. Select Settings again from the menu. 3. Here, you can update your company’s operational hours to reflect when your team is available to respond. Configuring Call Handling and Routing Once your business hours are established, you can set up how calls should be handled: 1. From the left navigation bar, expand the Company Number option. 2. Click on Call Handling to access the settings for routing calls. This section lets you specify actions for incoming calls, helping maintain seamless communication flow both during and outside of business hours. ​ Call Handling Options When configuring call handling for your company phone number in UpCentral, you have several options to choose from depending on your needs: - Send the call to a team member: Choose this option to have the company phone number ring a specific team member directly. ​ - Play a greeting/message (no voicemail): Select this if you want to play a specific greeting or message to callers. You can choose a pre-existing media file, record or upload new media, or create new media using text-to-speech technology. - Forward to another number: This option forwards all incoming calls to a specified external phone number. ​ - Send caller to a call queue: Direct all callers to a designated call queue. You can manage and create call queues under the "Call Queue" tab. ​ - Send to an automated response menu (IVR): Route all callers to a specified interactive voice response (IVR) menu. You can create and manage IVR menus under the "Call Menu" tab. ​ - Send the call to a ring group: Utilize this option to distribute incoming calls among a group of team members, ensuring that calls are likely to be answered quickly by the next available member. ​ - Send the call to the company's voicemail: Opt for this to direct calls to the company's voicemail system when no team members are available to answer. This is ideal for handling calls received outside of business hours or during peak times.​

Last updated on Feb 23, 2025

What is a call queue and how do I configure a call queue for my company?

A call queue in is a feature designed to efficiently manage incoming calls. Incoming calls are placed in a queue and attended to in the order they are received. Callers are held in line with options to listen to music or recorded messages. This system ensures fair and organized call handling, distributing calls to available agents/teammates as soon as they're free. This is ideal for handling high call volumes, call queues enhance customer service by reducing wait times and improving response efficiency. To create a call queue, navigate to the "Call Queues" page on the side navigation bar. Enter a name for the call queue you are creating, such as 'Sales Queue'. Then, assign a 4-digit extension number to the sales queue. This extension number allows agents to connect to the queue using a desk phone or SIP phone by dialing the extension. Next, choose the music or media for callers to listen to while they are on hold. UpCentral.io allows you to upload a music file (either in mp3 or wav format), record a message directly using your microphone, or type out a message that will be converted to audio. This music or message will play to callers as they wait in the queue to be connected to the next available agent or team member. The selected audio will repeat until the connection is made. Click 'Save' after setting up your call queue in UpCentral.io. Once saved, you can now select which team member should attend to this call queue. That's it! You can now integrate this call queue into your call flows/handling processes. A typical application is pairing it with a call menu. For instance, you can prompt the caller to press '1' for sales, directing them to the sales queue to connect with the sales team, or press '2' for support, which routes them to the support queue for assistance from the support team."

Last updated on Feb 23, 2025

What is a call menu (IVR) and how do I configure a call menu for my company?

A call menu, also known as an Interactive Voice Response (IVR) system or auto attendant, is a technology that allows incoming callers to navigate a phone system before talking to a human operator. When a caller reaches a business, they might hear a recorded voice that says something like, "Press 1 for Sales, Press 2 for Support, Press 3 for Billing," etc. This is the call menu. Depending on what number the caller presses, they are directed to the appropriate department or individual within the company. Call menus are commonly used in businesses to streamline the process of handling incoming calls and ensure that callers are directed to the person or department best equipped to assist them. They can also provide basic information like business hours or address details, allowing for customer self-service and reducing the need for human intervention. To set up a call menu in UpCentral, expand the "Company Number" option on the left navigation menu and click on "Call Menus" ​ 1. Click on the + button and enter a Name for the call menu you're creating. ​ 2. Next you have the option to select an existing media, record/upload a new media or use the text to speech feature to create a greeting/message you want to play to callers when they enter this call menu. 3. Finally, set up the options that are available to callers for this call menu when they press on the key on their phone. ​ 4. In the example below: If the caller presses 1 on the keypad, UpCentral will send the caller to the Support Call Queue to be connected to a team member handling calls or the support queue. When the call presses 2 on the keypad, the caller will be connected to a team member named "John Doe". ​

Last updated on Feb 23, 2025

How do I configure missed call handling?

Occasionally, you may not be available to answer incoming calls immediately. UpCentral allows you to customize how missed calls are managed, whether they're directed to your individual teammates or to ring groups. This feature ensures that every call is handled efficiently according to your preferences. Teammate Missed Call Handling To configure missed call handling for a teammate, first navigate to 'People' and then select 'Teammates'. Click on the name of the teammate whose settings you wish to manage. Once you're on their profile, click on the 'Missed Call Handling' tab. Here, you will find a range of configurable options allowing you to set specific actions for missed calls during both business hours and non-business hours. These settings help ensure that every call is managed according to your team’s availability and preferences. Ring Group Missed Call Handling To configure missed call handling for a ring group, which will override individual teammate settings, start by selecting 'Company Number' from the left navigation menu. Then, choose 'Ring Groups'. This option allows you to centralize call management decisions at the group level, ensuring a uniform response to missed calls across all members of the ring group. Next, choose the desired Ring Group from the dropdown menu to manage, or create a new Ring Group if you haven't set one up yet. Once you are in the 'Ring Groups' section, you will find the Missed Call Handling options at the bottom of the page. Here, you can specify how the system should handle or route calls when ALL members of the ring group miss a call. After making your selections, be sure to click 'Save' to apply and preserve your changes. Understanding Your Missed Call Handling Options: A Detailed Guide Send the call to a team member: To ensure that calls are still attended to, you can choose to have them redirected to another team member. Simply select this option and choose the desired team member from the dropdown list. Play a greeting/message (no voicemail): If you prefer not to use voicemail, select this option to play a specific greeting or message to the caller. You can use an existing audio file, record or upload new media, or even create a message using text-to-speech technology. Forward to another number: This option allows you to forward missed calls directly to an alternative phone number, ensuring that calls can be answered even when the primary contact is unavailable. Send the call to a ring group: For broader reach within your organization, select this option to have the call ring multiple team members simultaneously. This increases the likelihood that the call will be answered promptly. Send the call to company's voicemail: To collect messages when no one is available to answer, choose this option. You can customize your voicemail greetings for both business and non-business hours by clicking on the "Change Voicemail Greetings" button in each section. This helps maintain a professional appearance and ensures that callers are appropriately directed.

Last updated on Feb 23, 2025

Connecting Your Yealink Phones to UpCentral Using Auto Provisioning

Auto provisioning offers a straightforward way to connect your Yealink phones to UpCentral by downloading the necessary configuration directly onto your phone. Follow these steps to set it up: 1. Find the MAC Address of Your Phone: - Press the "OK" button on the phone to display its MAC address and the IP address of the phone. - Alternatively, you can use the web configuration utility. Access it by entering the phone's IP address into a web browser (example: https://1.1.1.1/). The default login credentials are "admin" for both username and password. Once logged in, ocate the MAC address on the 'Status' page. 2. Register the Phone in UpCentral: - Navigate to https://upcentral.app and log in. - From the left navigation bar, select 'People' and then 'Teammates'. - Click on the name of the teammate whose phone you are setting up and go to the 'Desk Phone Settings' tab. - If not already enabled, toggle 'Enable SIP Credentials' to reveal the SIP credentials. - Enter the phone's MAC address without colons (e.g., 001565F62XXX) into the designated field and click 'Save'. 3. Set Up Auto Provisioning on the Phone: - Return to the phone's web configuration utility and select the 'Settings' tab. - From the left navigation bar, choose 'Auto Provision'. In the 'Server URL' field, enter: https://upcentral.app/api/phone/provision/ - Scroll down and click the 'Confirm' button, wait for the page to reload. - Scroll down again and select 'Auto Provision Now' to initiate the provisioning process. Following these steps will connect your Yealink phone to UpCentral, enabling it to automatically receive and apply configuration updates as needed. ​

Last updated on Feb 23, 2025

How to Import Contacts into UpCentral

mporting your contacts into UpCentral allows you to seamlessly integrate communication data from various platforms such as Outlook, Gmail, CRMs systems such as HubSpot, SalesForce, Zoho CRM or even your previous phone service into one centralized system. This guide will walk you through the process of importing contacts using Excel or CSV files. Supported File Types UpCentral supports importing contacts through: - Excel files - CSV files Step-by-Step Guide to Import Contacts Step 1: Navigate to the Contacts Page - Open UpCentral and locate the left navigation pane. - Click on the People section and select Contacts to go to the contacts page. Step 2: Initiate Import - On the top right corner of the contacts page, click the Import button. Step 3: Upload Your File - You will be prompted to upload a CSV or Excel file containing your contacts. - Select the file from your device and upload it to continue. Step 4: Map the Contact Fields - Once the file is uploaded, UpCentral will read its contents. - You will need to map each column from your file to the appropriate fields in UpCentral. This step aligns the contact information with the database structure of UpCentral, ensuring accurate data integration. If a field is not relevant, you have the option to skip it. Step 5: Preview Your Contacts - After mapping the fields, UpCentral will display a preview of how a few contacts will appear once they are imported. - Review this to ensure everything is correctly set up. Step 6: Import Your Contacts - If everything looks good in the preview, click the Import button to start the import process. - The contacts will be imported into UpCentral, and you will be notified once the process is complete. Final Step Congratulations! You have successfully imported your contacts into UpCentral. These contacts are now integrated into your central database, ready for use across various communication and management functions within UpCentral. ​ For further assistance or troubleshooting, refer to UpCentral’s help section or contact customer support.

Last updated on Feb 23, 2025

How to Forward Missed Calls to a Specific Teammate's Individual Voicemail in UpCentral

If you need to ensure that missed calls to a specific teammate are forwarded to their personal voicemail rather than a shared company mailbox, UpCentral provides a straightforward way to configure this. Follow these steps to personalize voicemail settings for individual teammates: ​ Step 1: Access Teammate Settings 1. Log in to your UpCentral account. 2. Navigate to the People section from the side navigation pane. 3. Click on Teammates to view a list of your team members. Step 2: Configure Missed Call Handling 1. Select the teammate for whom you want to change the voicemail settings. 2. Go to the Missed Call Handling tab. 3. Set the user’s missed call handling option to "Send the call to the teammate's voicemail". Step 3: Update the Voicemail Greeting 1. While in the Missed Call Handling tab, you can update the voicemail greeting to personalize it. This greeting will be what callers hear when directed to this voicemail. Step 4: Adjust Notifications and Permissions 1. Navigate to the Notification & Permission tab. 2. Turn off the access to the company voicemail. This action ensures that the teammate will only have access to their own voicemails when logged in. Important Note for Account Admins - If you are an account administrator, be aware that you will have access to all voicemails within the company, regardless of individual settings. This is designed to facilitate administrative oversight and support. By following these steps, you can ensure that each teammate has their own private voicemail, enhancing privacy and personalization in communication. This setting is particularly useful in maintaining individual accountability and ensuring that messages are received by the intended recipient only.

Last updated on Feb 23, 2025

How to Make a 3-Way / Group Call on UpCentral

UpCentral offers a seamless way to connect with multiple people at once through its group call feature. Whether you're hosting a team meeting, catching up with friends, or coordinating with family, you can easily make a 3-way or group call. Here's how you can do it: Step-by-Step Guide to Making a 3-Way / Group Call 1. Start a Regular 1-on-1 Call: - Open up the Dialer after you're logged in to UpCentral. - Go to your Contacts or Dialer. - Select the person you want to call or dial their number. - Initiate the call by pressing the 'Call' button. ​ 2. Add More Participants: - Once the call is connected, you will see an interface with various options. - Look for the Add button on the dialer screen. - Tap the Add button. 3. Select Additional Participants: - You can enter the phone number or extension of the person you want add or search from the contacts/users list. - Once you have selected the contact or user, tap on their name to add them to the call. - 4. Repeat for More Participants: - You can add up to 10 people in a single call. - Repeat the process of tapping the Add button and selecting additional contacts until all desired participants are added. ​ 5. End the Call: - To end the group call, simply tap the End Call button. ​ Tips for a Successful Group Call - Stable Internet Connection: Ensure you have a strong and stable internet connection to avoid call drops or poor audio quality. - Use Headphones: Using headphones can help reduce background noise and improve call clarity. - Mute When Not Speaking: Encourage participants to mute their microphones when not speaking to minimize background noise. By following these simple steps, you can effortlessly connect with multiple people on UpCentral. Whether it's for business or personal use, group calls make communication more efficient and effective. Happy calling!

Last updated on Feb 23, 2025

How to Assign Friendly Names to Company Phone Numbers

Assigning friendly names to your company phone numbers is a simple process that helps streamline communication management. By labeling your numbers, you can easily identify their purpose and find them in various areas such as call handling, voicemails, and call logs. ​ Steps to Assign Friendly Names: 1. Access the Phone Number Settings: - Navigate to the Company Phone Numbers section on the UpCentral Dashboard page. - Look for the list of company phone numbers, which is show under the Company Phone Number(s) section. 2. Edit the Phone Number Name: - Find the edit icon (usually represented by a pencil) next to the phone number you want to name. In the provided image, it's indicated by a green arrow. - Click on the edit icon. 3. Assign a Friendly Name: - A text field will appear, allowing you to enter a friendly name for the phone number. Examples include "Sales Line," "Customer Support," or "Main Office." - Enter the desired friendly name and save your changes. 4. Save and Apply: - Confirm and save the changes to ensure the friendly name is applied. Why Assign Friendly Names? 1. Easier Identification: - Friendly names make it simpler to identify the purpose of each phone number at a glance. For instance, distinguishing between a sales line and a support line. 2. Streamlined Call Handling: - Knowing the purpose of each line helps route calls more efficiently, ensuring that customers reach the correct department or individual. 3. Efficient Voicemail Management: - When checking voicemails, friendly names help you quickly determine which department or purpose the message is intended for, improving response times. 4. Simplified Call Logs: - Friendly names in call logs make it easier to track call history and monitor communication patterns, facilitating better management and analysis of call data. By following these steps and assigning friendly names, you can enhance the organization and efficiency of your company's communication systems.

Last updated on Feb 23, 2025

How to Download UpCentral as a Desktop Application

UpCentral offers the convenience of accessing the platform directly from your desktop. By using Google Chrome, you can install the web application, making it function like a native app on your desktop. Follow the steps below to download UpCentral as a desktop application: ​ ​Step-by-Step Guide: 1. Open Google Chrome Ensure that you’re using Google Chrome as your web browser. This installation feature is specific to Chrome. 2. Navigate to UpCentral Go to the UpCentral dashboard by typing the URL: https://upcentral.app/ in your Chrome browser. 3. Look for the Install Icon Once on the UpCentral dashboard, locate the installation icon in the address bar. It looks like a computer with an arrow pointing downward, as shown in the image below. The install icon should appear to the right of the URL in your Chrome address bar. If the icon does not appear, make sure you are accessing the correct UpCentral URL. 4. Click the Install Button Click on the install button (highlighted by the red arrow in the image) to start the installation process. 5. Confirm Installation After clicking the install icon, a prompt will appear asking for confirmation. Select “Install” to download UpCentral to your desktop. 6. Access UpCentral from Your Desktop Once installed, UpCentral will appear as a shortcut on your desktop. You can now launch it directly without opening your browser. Benefits of Using UpCentral as a Desktop App: • Faster Access: Launch UpCentral quickly from your desktop. • App-like Experience: Enjoy a more streamlined and app-like interface. • No Distractions: Operate in a focused window without browser tabs or distractions. Now you’re all set! Enjoy using UpCentral conveniently from your desktop.

Last updated on Feb 23, 2025

How to Reset Your Password on UpCentral

If you need to reset your password on UpCentral, follow these simple steps: ​ ​Step 1: Access the UpCentral Login Page 1. Open your web browser and go to the UpCentral login page: https://upcentral.app. Step 2: Request a Magic Code 1. Click on the link that says "Sign in with a one time magic code sent to your email". This link is highlighted in the red box in the first image. 2. Enter your registered email address when prompted, and click Send Magic Code. A one-time magic code will be sent to your email. Step 3: Sign In Using the Magic Code 1. Check your email for the magic code sent by UpCentral. 2. Enter the magic code in the provided field on the UpCentral login page. Step 4: Navigate to Your Profile 1. Once logged in, click on your profile icon located at the top right corner of the page. 2. From the dropdown menu, select "Your Profile". Step 5: Reset Your Password 1. In the Edit Profile section, you will see an option to reset your password. 2. Click on "Reset Password". 3. Follow the on-screen instructions to create and confirm your new password. ​Tips - Make sure your new password is strong and secure, combining uppercase letters, lowercase letters, numbers, and special characters. - If you don't receive the magic code in your email, check your spam or junk folder. By following these steps, you can easily reset your password on UpCentral and ensure your account remains secure. If you encounter any issues, contact UpCentral support for further assistance.

Last updated on Feb 23, 2025