MY CLOUD SERVICES PORTAL - Administrator Guide - 20Q3-8.27 - Momentum Telecom
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MY CLOUD SERVICES PORTAL
Administrator Guide
20Q3-8.27
MY CLOUD SERVICES PORTAL ADMIN GUIDE
Copyright © 2020 Momentum Telecom, Inc. All Rights Reserved.
Any other products and services mentioned herein are the property of their respective
owners and are hereby acknowledged.
Any technical documentation that is made available by Momentum Telecom, Inc. is
proprietary and confidential and is considered the copyrighted work of Momentum
Telecom, Inc.
This publication is for distribution under Momentum Telecom non-disclosure agreement
only. No part of this publication may be duplicated and/or distributed to other parties
without the express prior written permission of Momentum Telecom, Inc. Marketing
Department 1 Concourse Parkway NE | Suite 600 | Atlanta, GA 30328.
Momentum Telecom, Inc. reserves the right to make changes to and update
documentation at any time and without prior notice to ensure that the latest information
is always available.
momentumtelecom.com/support 2 888.538.3960
MY CLOUD SERVICES PORTAL ADMIN GUIDE
Contents
WELCOME ..................................................................................................................................................... 8
INTRODUCTION ........................................................................................................................................... 8
ACCESS MY CLOUD SERVICES PORTAL ........................................................................................................ 9
SIGN IN ...................................................................................................................................................... 9
ADMIN TOOLS.............................................................................................................................................. 10
DASHBOARD ............................................................................................................................................ 11
Site Search...............................................................................................................................................................11
Admin Information ...................................................................................................................................................11
Admin Dashboard Sections ....................................................................................................................................11
Billing Profile ......................................................................................................................................................... 11
Favorite Services .................................................................................................................................................. 12
Quick View............................................................................................................................................................ 12
Call Activity ........................................................................................................................................................... 12
Devices ................................................................................................................................................................. 12
Activity History ...................................................................................................................................................... 12
LOCATIONS .............................................................................................................................................. 13
Emergency Call Notification Email .........................................................................................................................14
See 911 Address List ..............................................................................................................................................15
Access Group Settings by Location .......................................................................................................................15
Account / Authorization Codes ...............................................................................................................................16
Add an Account or Authorization Code ................................................................................................................. 16
Account / Authorization Code Administration........................................................................................................ 16
Edit an Account / Authorization Code ................................................................................................................... 16
View Account / Authorization Code Reports ......................................................................................................... 17
Announcement Repository......................................................................................................................................17
Add an Announcement File .................................................................................................................................. 17
Download an Announcement File ......................................................................................................................... 17
Edit an Announcement File................................................................................................................................... 17
Delete an Announcement File............................................................................................................................... 18
Auto Attendant .........................................................................................................................................................18
Edit Auto Attendant Basic Settings ....................................................................................................................... 18
Edit Auto Attendant Business Hours Prompts....................................................................................................... 19
Edit Auto Attendant After Hours Prompts ............................................................................................................. 19
Auto Attendant – Tree .............................................................................................................................................20
Edit Auto Attendant Tree Advanced Settings........................................................................................................ 20
Set Auto Attendant Tree Business Hours Prompts ............................................................................................... 20
Set Auto Attendant Tree After Hours Prompts ...................................................................................................... 21
Set Auto Attendant Tree Holiday Prompts ............................................................................................................ 21
Add Auto Attendant Tree Submenus .................................................................................................................... 22
Edit Auto Attendant Tree Submenus .................................................................................................................... 22
Delete Auto Attendant Tree Submenus ................................................................................................................ 22
Outbound Caller ID ..................................................................................................................................................23
Manage Outbound Caller ID ................................................................................................................................. 23
Series Completion ...................................................................................................................................................23
Add Series Completion ......................................................................................................................................... 23
Edit Series Completion ......................................................................................................................................... 23
Delete Series Completion ..................................................................................................................................... 23
Conference Bridge List ............................................................................................................................................24
Manage Conference Bridge List ........................................................................................................................... 24
Instant Conference ..................................................................................................................................................24
Manage Instant Conference.................................................................................................................................. 24
Call Park (Groups) ...................................................................................................................................................25
Manage Call Park Group Default Settings ............................................................................................................ 25
Add a Call Park Group .......................................................................................................................................... 25
Edit a Call Park Group .......................................................................................................................................... 25
Delete a Call Park Group ...................................................................................................................................... 25
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MY CLOUD SERVICES PORTAL ADMIN GUIDE
Call Pickup (Groups) ...............................................................................................................................................26
Add a Call Pickup Group ...................................................................................................................................... 26
Manage Call Pickup Groups ................................................................................................................................. 26
Advanced Hunting ...................................................................................................................................................27
Manage Advanced Hunting Settings..................................................................................................................... 27
Music On Hold .........................................................................................................................................................28
Manage Music On Hold ........................................................................................................................................ 28
Custom Contact Directory .......................................................................................................................................28
Add a Custom Contact Directory List .................................................................................................................... 28
Edit a Custom Contact Directory List .................................................................................................................... 28
Delete a Custom Contact Directory List ................................................................................................................ 28
Departments ............................................................................................................................................................29
Add a Department................................................................................................................................................. 29
Edit a Department ................................................................................................................................................. 29
Delete a Department............................................................................................................................................. 29
Enterprise Directory .................................................................................................................................................30
Print Enterprise Directory Summary ..................................................................................................................... 30
Print Enterprise Directory Details.......................................................................................................................... 30
Time Schedule .........................................................................................................................................................30
Add a Schedule .................................................................................................................................................... 30
Delete a Schedule ................................................................................................................................................ 30
Add an Event ........................................................................................................................................................ 31
Edit an Event ........................................................................................................................................................ 31
Delete an Event .................................................................................................................................................... 31
Manage Lines ..........................................................................................................................................................31
Manage Users .........................................................................................................................................................32
Manage User Password and Recovery Email....................................................................................................... 32
Add Users to Groups ............................................................................................................................................ 32
Edit User Access and Extension........................................................................................................................... 32
Assign Administrative Rights to a User................................................................................................................. 33
Assign Contact Center Manager Rights to a User ................................................................................................ 33
Set Advanced Administrator Permissions ............................................................................................................. 33
Delete Users ......................................................................................................................................................... 33
Manage Group Calling Line ID ...............................................................................................................................34
SERVICES & USERS .................................................................................................................................. 35
Manage Services & Users ......................................................................................................................................36
User Profile ........................................................................................................................................................... 36
Voicemail .............................................................................................................................................................. 36
Call Logs............................................................................................................................................................... 36
Applications .......................................................................................................................................................... 36
Basic Features...................................................................................................................................................... 36
Working with User Settings .....................................................................................................................................37
Access the Settings Page .......................................................................................................................................37
View / Edit User Feature Settings ..........................................................................................................................37
DEVICES .................................................................................................................................................. 38
View Device Lists ....................................................................................................................................................39
Group VLAN Settings ..............................................................................................................................................39
Group FQDN Settings .............................................................................................................................................40
Add a Device............................................................................................................................................................40
Export Device Setting/Configuration Information ..................................................................................................40
View Device Activity History....................................................................................................................................41
Check Registration Status ......................................................................................................................................41
Configure a Device ..................................................................................................................................................41
Swap Device ............................................................................................................................................................41
Modify Current Device VLAN Set to TCP ..............................................................................................................42
Set Device FQDN Assignment ...............................................................................................................................42
Set Device Line Assignments .................................................................................................................................42
Modify Device Configuration ...................................................................................................................................43
Reboot a Device ......................................................................................................................................................43
Unassign a Device...................................................................................................................................................43
Unassign Only ...................................................................................................................................................... 43
Unassign and Remove a Device from Portal Inventory ........................................................................................ 43
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MY CLOUD SERVICES PORTAL ADMIN GUIDE
Manage Unassigned Devices .................................................................................................................................44
Edit Unassigned Device Inventory Data ................................................................................................................44
Remove an Unassigned Device from Portal Inventory .........................................................................................44
T RUNKING................................................................................................................................................ 45
Call Forward Always ................................................................................................................................................46
Unreachable Destination .........................................................................................................................................46
IP T RUNKING............................................................................................................................................ 47
Trunking Information ...............................................................................................................................................47
Trunk Group IP Count .............................................................................................................................................47
Manage Associated DIDs .......................................................................................................................................48
View Trunk Group Call Logs ...................................................................................................................................48
Export Call Logs ......................................................................................................................................................48
Manage Trunk Group Settings................................................................................................................................48
Manage IP Trunk Call Paths ...................................................................................................................................48
ENTERPRISE T RUNKING............................................................................................................................. 49
Enterprise Trunking Information .............................................................................................................................49
Manage Enterprise Trunking Routing ....................................................................................................................50
Assign Enterprise Trunk Group ..............................................................................................................................50
Manage Associated DIDs .......................................................................................................................................50
Manage Enterprise Trunk Group Priority ...............................................................................................................51
Manage Enterprise Trunk Group Weight ...............................................................................................................51
Manage Enterprise Trunk Group Settings .............................................................................................................51
ENTERPRISE SETTINGS ............................................................................................................................. 54
Enterprise FQDN Setup ..........................................................................................................................................54
Add a Fully Qualified Domain Name (FQDN) ....................................................................................................... 54
Delete a Fully Qualified Domain Name (FQDN) ................................................................................................... 54
Enterprise Departments ..........................................................................................................................................55
Add a Department................................................................................................................................................. 55
Edit a Department ................................................................................................................................................. 55
Delete a Department............................................................................................................................................. 55
Enterprise Emergency Call Notification Email .......................................................................................................56
Enterprise Directory .................................................................................................................................................57
Print Enterprise Directory Summary ..................................................................................................................... 57
Print Enterprise Directory Details.......................................................................................................................... 57
Enterprise Time Schedules .....................................................................................................................................57
Add a Schedule .................................................................................................................................................... 57
Delete a Schedule ................................................................................................................................................ 57
Add an Event ........................................................................................................................................................ 57
Edit an Event ........................................................................................................................................................ 58
Delete an Event .................................................................................................................................................... 58
Enterprise Agent Default Settings ..........................................................................................................................58
Manage Enterprise Agent Default Settings ........................................................................................................... 58
Enterprise Agent Unavailable Codes .....................................................................................................................59
Enable Agent Unavailable Codes ......................................................................................................................... 59
Add Agent Unavailable Codes .............................................................................................................................. 59
Edit Agent Unavailable Codes .............................................................................................................................. 59
Enterprise Call Disposition Codes ..........................................................................................................................60
Add Call Disposition Codes .................................................................................................................................. 60
Edit Call Disposition Codes................................................................................................................................... 60
Delete Call Disposition Codes .............................................................................................................................. 60
Enterprise Contact Center Routing Policies ..........................................................................................................61
Manage Enterprise Contact Center Routing Policies ............................................................................................ 61
CONTACT CENTER .................................................................................................................................... 62
Edit Contact Center Queues ...................................................................................................................................62
Edit Contact Center Basics ................................................................................................................................... 62
Edit Contact Center Group Policy Settings ........................................................................................................... 62
Edit Contact Center Bandwidth and QoS Settings................................................................................................ 63
Edit Contact Center Settings................................................................................................................................. 63
Edit Contact Center Reporting .............................................................................................................................. 63
Edit Contact Center Agent Settings ...................................................................................................................... 63
Reset Contact Center Queue Password ............................................................................................................... 63
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MY CLOUD SERVICES PORTAL ADMIN GUIDE
Configure Contact Center Queue Features ...........................................................................................................64
Contact Center Agents ......................................................................................................................................... 64
Contact Center Status & Statistics ........................................................................................................................ 65
Contact Center Supervisors.................................................................................................................................. 65
Contact Center Announcements........................................................................................................................... 65
Entrance Message............................................................................................................................................ 65
Estimated Wait Message .................................................................................................................................. 66
Comfort Message ............................................................................................................................................. 66
Music On Hold .................................................................................................................................................. 67
Call Whisper Message...................................................................................................................................... 67
Contact Center Announcement Repository .......................................................................................................... 67
Contact Center Distinctive Ring ............................................................................................................................ 67
Contact Center Bounced Calls – Queue ............................................................................................................... 68
Contact Center Overflow – Queue ........................................................................................................................ 68
Contact Center Stranded Calls – Queue .............................................................................................................. 68
Contact Center Distinctive Ring ............................................................................................................................ 69
Contact Center Queue Status Notification ............................................................................................................ 69
Contact Center DNIS ............................................................................................................................................ 70
Manage DNIS Display Settings ........................................................................................................................ 70
Manage DNIS Priority Settings ......................................................................................................................... 70
Add DNIS ......................................................................................................................................................... 71
Configure DNIS ................................................................................................................................................ 71
DNIS Entrance Message .................................................................................................................................. 71
DNIS Estimated Wait Message ........................................................................................................................ 72
DNIS Comfort Message.................................................................................................................................... 72
DNIS Music On Hold Message ......................................................................................................................... 73
DNIS Call Whisper Message ............................................................................................................................ 73
Edit DNIS.......................................................................................................................................................... 74
Delete DNIS ..................................................................................................................................................... 74
Contact Center Call Disposition Codes................................................................................................................. 74
Manage Call Disposition Code Usage .............................................................................................................. 75
Add a Call Disposition Code ............................................................................................................................. 75
Activate a Call Disposition Code ...................................................................................................................... 75
Edit a Call Disposition Code ............................................................................................................................. 75
Delete a Call Disposition Code ......................................................................................................................... 75
Contact Center Routing Policies ........................................................................................................................... 76
Forced Forwarding – ACD .................................................................................................................................... 76
Holiday Service – ACD ......................................................................................................................................... 77
Night Service – ACD ............................................................................................................................................. 78
Bounced Calls – Queue ........................................................................................................................................ 79
Comfort Message Bypass – Queue ...................................................................................................................... 79
Overflow – Queue ................................................................................................................................................. 80
Stranded Calls – Queue ....................................................................................................................................... 81
BILLING ................................................................................................................................................... 82
View Customer Profile .............................................................................................................................................82
View Bills ..................................................................................................................................................................82
View Recent Activity ................................................................................................................................................82
View Current Billing Method ...................................................................................................................................82
Pay My Bill ...............................................................................................................................................................83
Setup a Credit Card Payment .................................................................................................................................83
Setup a Recurring Bank Draft .................................................................................................................................83
SERVICE CHANGES ................................................................................................................................... 84
Open Requests ........................................................................................................................................................85
View Open Requests by Location......................................................................................................................... 85
Sort Open Requests ............................................................................................................................................. 85
Filter Open Requests ............................................................................................................................................ 85
Clear Filters .......................................................................................................................................................... 85
View a Service Change Order ................................................................................................................................86
Edit a Service Change Order ..................................................................................................................................86
Delete a Service Change Order .............................................................................................................................86
Terminate a Service Change Order .......................................................................................................................86
Add Services ............................................................................................................................................................87
Add a Service Change Order................................................................................................................................ 87
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MY CLOUD SERVICES PORTAL ADMIN GUIDE
Print Service Change Confirmation....................................................................................................................... 88
Manage User Add-Ons ...........................................................................................................................................89
Assign a User Level Add-On................................................................................................................................. 90
Un-Assign a User Level Add-On ........................................................................................................................... 90
View All Service Changes .......................................................................................................................................91
View Service Change Order Details ..................................................................................................................... 92
Edit an Active Service Change Order ................................................................................................................... 92
Delete a Service Change Order............................................................................................................................ 92
Seat Type .................................................................................................................................................................92
Caller ID (CNAM) .....................................................................................................................................................93
Block .........................................................................................................................................................................93
Extension .................................................................................................................................................................94
Line Type .................................................................................................................................................................94
Listing .......................................................................................................................................................................95
Virtual Terminating Number ....................................................................................................................................96
IP Trunking Call Path ..............................................................................................................................................97
SUPPORT ..................................................................................................................................................... 98
TRAINING .................................................................................................................................................... 99
CONTACT MOMENTUM................................................................................................................................100
momentumtelecom.com/support 7 888.538.3960
MY CLOUD SERVICES PORTAL ADMIN GUIDE WELCOME Welcome to the Momentum Telecom family. We are thrilled to be working together! We also want to welcome you to the new My Cloud Services Portal. The Momentum Team is constantly developing ways to improve your experience and offer new communications management tools that increase your productivity and make it easy to do what you do. At Momentum, we understand the critical nature of communications services to businesses and to people, and we take our responsibility seriously. It is our mission to make certain that you have the ultimate in state- of-the-art communications, unparalleled network reliability, and a consistently superior customer experience to ensure that you and your company are able to thrive. Thank you for letting us help you communicate! Sincerely, The Entire Momentum Telecom Team Introduction This guide is a convenient, go-to resource for Administrators getting started with the My Cloud Services Portal to manage communications accounts and services online. It provides an overview of the application website sections that may be available when accessing the Portal and offers instructions and tips for administration of the communication features and services provided by Momentum Telecom. We encourage you to take some time to review this document and keep it handy for future reference. Should you need further assistance, please reach out to us. We are always here to help you with fast, courteous, and professional support, and we offer additional training upon request. The entire Momentum Team is committed to doing everything possible to deliver an exceptional experience, and we strive to improve every day. Please note that some features described here may not be included in your subscription or offered to all users by your organization. Contact your Supervisor or your organization’s IT group to determine the features and services you will manage. momentumtelecom.com/support 8 888.538.3960
MY CLOUD SERVICES PORTAL ADMIN GUIDE
Access My Cloud Services Portal
Momentum Telecom offers an intuitive web Portal that makes it easy for Admins to customize and
manage enterprise and subscriber account features and settings online. Although it is currently optimized
for desktop usage, the portal is accessible from any Internet-enabled device – desktop, laptop, tablet, or
smartphone – so you can manage your services, whether you are in the office or on the go.
Sign In
To Access the My Cloud Services Portal:
1. Open a web browser and enter the URL (web address) provided to you for online
account management. Example: https://portal.momentumtelecom.com/
In most cases your initial Admin sign in credentials will be provided via email. If you need
assistance for initial sign in (first time login), please contact your System Administrator or Account
Manager.
2. Enter the Admin Account Username (1234567890@mymtm.us format) and Password
credentials in the fields provided.
Use the Forgot Password? link to retrieve portal sign in credentials whenever necessary.
3. Click the Sign In button and My Cloud Services Portal opens.
Once you have signed into the My Cloud Services Portal, access to the tools and
features you need to easily manage your communications and account setup is right at
your fingertips.
For your security, the connection to the portal will automatically
close and return to the Sign In page if it is idle for more than 10 minutes.
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MY CLOUD SERVICES PORTAL ADMIN GUIDE
ADMIN TOOLS
The My Cloud Services Portal provides useful resources to help with all Administrator-level tasks.
Administrators can sign in and instantly locate account information, setup and manage individual user
accounts, define universal settings for Groups or Locations, create and update Auto-Attendants, Hunt
Groups, Enterprise Time Schedules, and much more – quickly and easily online.
When Administrators log into the portal, they see the Admin Tools section of the Menu Panel which provides
authorized users with access to manage the organizational settings and services, as well as locate and manage
individual accounts within the organization. This menu displays only those features and services the Admin is
permitted to view or use.
The Admin Tools are user specific. The navigation menu can include the following optional sections:
NOTE: Your role and/or authorization level determine the sections and features you may access, review, and manage.
Dashboard – The home page for Administrators
Locations – Location and Group level setting management
Services & Users – User Account list and access to individual user
settings
Trunking – Review and manage SIP Trunk settings
Enterprise Settings – Manage enterprise-level services and features
Contact Center – Administer contact center settings and configurations
Billing – Advanced Billing information and payment management
IP Trunking – Advanced specialized Trunk Group management
Enterprise Trunking – Restricted. Specialized Enterprise Trunk Group
configuration management for specially trained/authorized Admins.
Devices – Restricted. Advanced access to manage device inventory
on the account.
Service Changes – Restricted. Advanced service change order
management tools.
Restricted sections and their tools only display to specially trained and
authorized Administrators with sufficient access permissions.
Each menu option opens the main page to begin working with the related settings or services when
those are included on the account. Only the features and services the Admin is authorized to view by
the organization or provider will be available for review within the portal.
momentumtelecom.com/support 10 888.538.3960MY CLOUD SERVICES PORTAL ADMIN GUIDE
Dashboard
This page is the Home page for Admins. The Dashboard provides at-a-glance information about the activity
of the accounts and services the Admin may view, site-wide search functionality, and access to all work
areas the Admin needs within the portal.
Site Search
The Search field at the top of the application offers
site-wide search functionality.
Admin Information
The Hi, area at the top of the application opens a
drop- down list of quick access links to view your current user
profile dashboard, go to the Support or Training pages, and to Log
Out.
Admin Dashboard Sections
Each section and widget (card) featured within the Admin Dashboard provides useful information,
tools, and quick access links to relevant work areas.
Billing Profile
This card at the top of the Dashboard offers account
information, the current balance, the latest invoice
information, the option to pay the current bill, and direct
link access to the Billing page.
momentumtelecom.com/support 11 888.538.3960MY CLOUD SERVICES PORTAL ADMIN GUIDE
Favorite Services
This card allows the Admin to create a list of favorite accounts or
services to keep on the dashboard for quick access, a search tool, and a
link to the Services & Users page to review the entire list of individual
accounts.
Quick View
Up-to-date information about the account, including the number of
Locations, Services & Users, and Devices, with links to the pages
where those items can be managed.
Call Activity
This section provides a quick graphical view of call data, with filtering
tools to select specific call data for review by location, call type, date
range, etc. This dashboard section offers useful ‘mouse-over’ details
of the statistics within the dashboard and a Call Details link to review
filterable call log data, plus the ability to Export Call Logs to a .csv
spreadsheet format for reporting.
Devices
The Devices card displays the current counts for the NEPS and
BroadSoft registered and/or provisioned devices in inventory,
with access to filter the information per Location, check
registration status information, and Manage the Registered,
Unregistered or Provisioned Devices assigned to selected
Locations/Groups.
Activity History
This section shows the most recent Administrator-level activity
on the system (that the admin may access) and provides direct
access links to the User Services Dashboard of each account
displayed in the list.
momentumtelecom.com/support 12 888.538.3960MY CLOUD SERVICES PORTAL ADMIN GUIDE
Locations
The Locations page provides a searchable list of the Locations currently configured on the account
to which the Admin has access. Authorized Admins may search for terms within the list, use the
column headers to sort the data alphanumerically, edit features the Group uses, and export a
detailed location list to a .csv format report.
Section Search Column Links
The links in the Location ID,
Services, and Users columns The Edit icon for each
open filtered lists within the Location opens the
Enter terms to locate data Group Settings page for
Services & Users page. The
specific to the Locations links for Emergency Call Feature maintenance
section. Notification Email and e911 and administration tasks.
open View/Edit dialogs.
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