Introduction The VIP Web Phone allows the user to utilize their computer as a “soft phone” to make and receive calls as if they were using a physical desk phone. The VIP Web Phone has all the features of your physical desk phone or mobile app including: Make/Receive calls to your extension. Access to your contacts. Access to your new and saved voice...

Introduction Accessing your voicemail and voicemail settings can be done from several areas including your desk phone, mobile app, web phone, and Portal. This guide will walk you through how to access and manage your voicemail through your desk phone, portal, web phone, and mobile app.   How to Check and Manage Your Voicemail Settings – Desk Phone T...

Introduction Call Queues can be used to route calls to specific groups of users in your domain. The queue places the caller on hold and presents the call to pre-defined groups of users.  You can specify different types of call queues such as Round Robin, Ring All, Linear Hunt, Linear Cascade, or Call Park.  Users that receive calls from a call queue...

Introduction Welcome to your dedicated Voice of Customer (VOC) platform, designed to provide invaluable insights from customer interactions. This powerful tool captures, analyzes, and helps you understand the voice of your potential and existing customers, enabling you to enhance their experience, refine your offerings, and drive success. Configurat...

Who is this Guide For? All Users (with access to Crexendo VIP Portal for Managers and SNAP Builder.) Goal Create a Night Mode / Time Frame Toggle button that routes calls to an after-hours destination. What You’ll Need Access to the correct Domain in Crexendo VIP Portal The phone number and your after-hours destination (answering service number or a...

Who is this Guide For? All Users (Contacts access required) Supervisors/Admins (Bulk actions like Delete All Contacts, if enabled) What You’ll Learn How to add, edit, and delete contacts How to import contacts via CSV How to delete all contacts (if enabled) Important notes about opt-out and consent-related fields Overview The Contacts page allows yo...

For a Video Demonstration: Your browser does not support HTML5 video.   For a printable version, click HERE.   How to Pair the Handset with the Base Plug the Base into the wall for 1) power and 2) ethernet. The base cannot be connected via WiFi, so please make sure you have an accessible ethernet connection. If you are using POE (Power over Ethernet...

Overview This guide provides step-by-step instructions for customers to configure their CAIRO AI Receptionist. CAIRO AI Assistant (AI Receptionist) is a smart, customizable virtual receptionist that answers calls, provides information, routes callers, and can schedule appointments using natural conversation.   You can create multiple AI Receptionist...

  For a Video Demonstration: Your browser does not support HTML5 video.   For a Printable Version, click  HERE.     How to Place a Call (several options): Select the icon and dial the number using the keypad. Select the icon to access your contacts. Select the icon to access your recent call history.   How to Answer a Call (several options): Select ...

Who is this Guide For? All users who send campaigns in Business Marketing Messaging Anyone who needs help understanding campaign send status banners and what to do next Prerequisites Access to Business Marketing Messaging Permission to create and send campaigns Sufficient account balance (if your account uses prepaid/trial credits) Overview After yo...

  Who is this Guide For? All Users with access to Crexendo VIP Group Messaging Users sending marketing messages, staff alerts, or organization notifications What You’ll Accomplish Create, save, send, schedule, and delete a Blast Understand Blast statuses (Draft / Send Now / Schedule) Apply compliance best practices to improve deliverability and redu...

  Who is this Guide For? All Users with access to Crexendo messaging Users who want faster replies, away messages, or keyword-based auto-replies What You’ll Accomplish Create and edit Canned Responses (pre-written messages) Set up an Auto-Reply to Keyword Delete unused canned responses Mark a canned response as an Away Message Overview Canned Respon...

Who is this Guide For? Admins / Marketing users who send bulk SMS campaigns Users with access to the Business Marketing Messaging web portal Prerequisites Login access to the Business Marketing Messaging platform An approved/available Sender ID (number or configured sender) A recipient list (copy/paste numbers, saved contacts/lists/segments, or a CS...

Whether you are upgrading from our Crexendo Classic software or are brand new to Crexendo, we are excited to welcome you to our VIP platform for business communications and collaboration. The VIP Portal is designed to elevate your experience and provide you with a host of valuable benefits.   Purpose The Crexendo Training Site is a resource library ...

Introduction The VIP Portal provides the option to record calls that occur in your domain. These recordings can be used for your needs such as training purposes, quality control, etc. Call Recordings can only be turned on/off and listened to by an Office Manager. All call recordings are stored in the portal for 90 days unless you configure them to b...

Introduction Posh is a third-party AI application used by financial institutions to assist callers with account-related inquiries. Calls are routed through the Netsapiens/VIP platform and passed to Posh via a vendor SIP trunk. If the caller requires further assistance, the Posh application will route the call back to the Netsapiens platform—either t...

Introduction VIP Mobile is a mobile app that you log into using your iPhone or Android device, and functions as a Crexendo phone.  This app has all the features of a regular Crexendo desk phone and allows you to: Make and receive internal office calls as if you were at a desk phone. Transfer both internal and external calls. Internal and external (S...

Who is this Guide For? All Users with access to Crexendo VIP Group Messaging Users who want to schedule 1:1 follow-up messages to individual contacts What You’ll Accomplish Create a reminder to send a scheduled message to an individual contact Edit or delete an existing reminder before it sends Identify dates that contain scheduled reminders on the ...

Whether you are upgrading from our Crexendo Classic software or are brand new to Crexendo, we are excited to welcome you to our VIP platform for business communications and collaboration. The VIP Portal is designed to elevate your experience and provide you with a host of valuable benefits.   Purpose The Crexendo Training Site is a resource library ...

Who is this Guide For? All Users with access to VIP Group Messaging Prerequisites You are signed in to the Crexendo messaging application. Your user account has one or more numbers assigned (your own number and/or shared numbers). Overview The Number Switcher allows you to toggle between your primary phone number and any additional numbers that have...

Understanding Automation Conditions Who is this Guide For? All users with access to Crexendo Business Marketing Messaging Prerequisites Access to your Automation/Workflow builder (view or edit permissions) At least one automation created (or permission to create one) Overview Automation conditions define when an automation should trigger. You can us...

Introduction Crexendo VIP Portal allows you to add customized hold music and messages to your call queues for your customers.  This guide will walk you through adding your own music to your call queues and to add your own messages to be played while your callers are waiting for an agent to take their call. For a video demonstration: Your browser doe...

Introduction This guide contains the procedures to use the faxing features on the VIP Platform for both inbound and outbound faxes.   Receiving Inbound Faxes Once the fax feature is enabled by Crexendo, incoming faxes will be delivered to the email address(es) enabled by your administrator. You can have faxes delivered to one or more recipients (ema...

  Who is this for? All Users Purpose Provide a reference list of countries where Crexendo can provide numbers and port numbers from, and set expectations for international port requests. Overview Crexendo supports international number provisioning (getting new numbers) and porting (moving an existing number to Crexendo) for the countries listed belo...

Introduction Call Center for Supervisors gives a call queue supervisor the ability to access Call Center for queue analytics, the ability to manage your call queues, and manage your call center agents. This guide provides an overview of your options within the VIP Portal as a Call Center Supervisor. For a video demonstration: Your browser does not s...

Introduction Live Reports is a web-based tool that allows access to live data in the form of reports from anywhere. It provides access to the current day's data and analytics in the Live tab. The reports help to evaluate the live performance of contact center agents and supervisors, aiding in understanding performance over time and making informed d...

Introduction CX Hub is your access point to receive agent contact center calls, make outbound calls, and manage digital campaigns based on your role and your company’s configuration. The purpose of this guide is to provide how to login to CX Hub, a tour of the agent dashboard, and how to use your dashboard based on your role.   Getting Started To ac...

For a video demonstration: Your browser does not support HTML5 video.   For a Printable Version, click HERE . How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press or , enter the phone number, and press “Call.” Enter the phone number, press “Call,” and pick up the handset. Press the line key, ent...

Who is this Guide For? All Users who need to send images, PDFs, or contact cards via MMS Prerequisites Access to the Business Marketing Messaging web platform MMS enabled on your account (feature must be activated) Supported file types: .jpg, .png, .gif, .pdf, .vcf File size: up to 450KB (maximum accepted size may vary by file format) Important Note...

Introduction This guide provides the steps to create several types of campaigns including Voice Inbound campaigns, Voice Outbound campaigns, SMS campaigns, and Digital Webchat campaigns.   Prerequisites Agents must already be created to be use in the campaign Pause Reasons and Dispositions must be created Skills must be created first so they can be ...

For a video demonstration, go to: https://www.youtube.com/watch?v=YJ7DjUW3pAU&list=PLXADOltuavV9jC_HL7NiOiBoKA9VZIBxm&index=9   To add a shared contact that will be shared in all user’s contact list: Select “Shared Contacts” on the upper right side of the screen.   Select “Add Shard Contact” which will open a new dialogue box to add the shar...

Introduction The Inventory section of your Crexendo Portal provides the Office Manager an organized list of your domain’s direct dial Phone Numbers, SMS numbers (if applicable), Phone Hardware, and Fax Numbers. The Inventory sections is also where you can assign direct dial numbers to users, assign time frames and call routing to your business numbe...

Introduction In the Crexendo VIP platform, each user has a “User Scope” or user license that dictates which Crexendo features are available to the user. This guide will provide a list of features for the following User Scopes: No Portal, Professional, Advanced, Elite, Call Center Agent, Call Center Supervisor, Office Manager , and Site Manager. Crex...

Overview SMS Parking lets Agents pull waiting SMS conversations from the queue inside Interaction Hub. This guide shows how to take an SMS chat. Audience Agents Prerequisites You can log into the CXHub as an Agent Your Agent profile is configured for Digital or Blended mode You have access to Interaction Hub and the SMS queue   SMS Parking   When ch...

Objective This procedure defines the required steps for removing legitimate telephone numbers from robocall analytics systems and spam-blocking databases. It ensures customers and internal teams follow the correct process with Hiya, Transaction Network Services (TNS), First Orion, and other analytics platforms used by mobile carriers and handset man...

Introduction: This guide provides the steps for a Reseller to access a customer's Voice AI Studio   Steps: Login to the Crexendo VIP Portal at: https://portal.crexendovip.com/portal/ Select “Domains.” Search for or click the domain you would like to edit. Select the “Users” button in the navigation row. Locate a user with an Office Manager user lice...

  Who is this Guide For? All Users using Crexendo Business Marketing Messaging features that include Automations Teams who want faster setup using Automation Templates What You’ll Learn What Automation Templates are and why they’re useful Where to find templates and how to customize them How common template types work (conditions + actions) Best pra...

Introduction Microsoft Teams can be utilized to make and receive calls on a personal computer or by using the Microsoft Teams application on your mobile device. This guide will illustrate how to make and receive calls, in call options, and how to configure your own settings using both the Microsoft Teams Desktop Application and the Mobile Applicatio...

  Overview A Group (Shared) Voicemail Box is a dedicated voicemail “mailbox” that multiple users can monitor. This guide shows you how to create the shared voicemail box and then choose one (or more) of the three supported ways your users can access and manage messages: Desk Phones (line key / line appearance on multiple phones) Shared Email Address...

Introduction Auto Attendants (AA) act as a main menu for callers. The menu can be the first step in your company’s call flow, an after-hours solution to give options when a call comes in outside business hours, or a redirect for callers to specific call queues, users, voicemails, and a dial by name directory. Auto Attendants can also be used to play...

How to Create a Ring Group Ring Groups can be created to call specific extensions at the same time. This would be like creating a Ring All Call Queue without all the options that a Call Queue provides. Select the “Add Ring Group” button on the upper right side of the page. Give the ring group a name, extension, department name (optional), and site (...

Introduction: The Users section of the VIP Portal for Managers gives you the ability to manage your users in one place. This guide contains the procedures to add, edit, and reset or delete users. This action can only be done by an admin or “Office Manager” scope from the VIP Portal for Managers.   How to Add a User: For a video demonstration, go to:...

Introduction CXHub is your access point to monitor and manage your call center and agents. The purpose of this guide is to provide a tour and navigation of CXHub for managers and supervisors, provide a list of the most important live and historic reports, and several daily tasks you may complete in managing your call center.   Getting Started To acc...

Who is this Guide For? All Users with access to Business Marketing Messaging Team members who send campaigns or 1:1 messages Prerequisites Access to the Business Marketing Messaging platform Permission to send messages/campaigns Pre-paid accounts: Automatic top-up must be enabled to schedule messages Overview This guide explains how to schedule mess...

Who is this Guide For? All Users with access to Crexendo VIP Group Messaging Blasts Users who need to segment contacts using Contact Lists What You’ll Accomplish Create and manage Contact Lists for sending Blasts Add or remove contacts from lists Use Auto-Subscribe Keywords to grow lists automatically Overview Contact Lists allow you to segment your...

Who is this Guide For? Crexendo customers using VIP Group Messaging All Users with access to VIP Group Messaging What You’ll Accomplish Block a contact or phone number so inbound messages from that sender are not stored Understand what happens when a sender is blocked Manage your personal Blocked Senders list Overview The Blocked Senders section all...

Introduction The Crexendo VIP Group Messaging provides the platform for your business to send and receive SMS/MMS to/from your clients using several tools including auto responses, drip campaigns, text blasts, reminders, and more. This guide provides the steps to access the VIP Meetings platform from your web browser and the VIP Mobile App, a tour o...

Who is this Guide For? All Users Prerequisites You are signed in to the Crexendo messaging application. You have access to the Canned Response library. You have created at least one Canned Response to use as your Away Message. Overview Away Messages act as auto-responders to inbound messages. When an Away Message is active and you receive a message,...

Who is this Guide For? All Users What You’ll Learn How to navigate the Conversations page How to start, archive, delete, and export conversations How opt-in status and consent message status affect messaging and automations How to use key conversation tools (MMS, canned responses, drip campaigns) Overview The Conversations page is where you will spe...

  Who is this Guide For? All Users with access to Crexendo VIP Group messaging campaigns Users who want to send scheduled follow-ups using Drip Campaigns What You’ll Accomplish Create, edit, and delete Drip Campaigns Add scheduled “drips” (messages) with custom time intervals Understand what happens when a contact replies during a campaign Overview ...

Who is this Guide For? Admins / Marketing users who manage Contacts and Lists in Business Marketing Messaging Prerequisites Access to the Business Marketing Messaging web portal A contact file in .csv, .xls, or .xlsx format (recommended: CSV UTF-8, comma delimited) Confirmed consent/compliance for all contacts you are importing Overview This guide w...

Who is this Guide For? All Users sending SMS from the MessageMedia web platform Prerequisites You can sign in to the MessageMedia web platform You have access to at least one Sender ID (or sending number) to send messages Your recipients (mobile numbers/contacts/lists) are available to select Overview This guide shows how to send a message using the...

  Who is this Guide For? All Users with access to Crexendo Business Marketing Messaging Automations Users configuring keyword-based workflows, opt-ins/opt-outs, and forwarding rules What You’ll Accomplish Understand common Automation Actions and what they do Configure action settings (lists, replies, forwarding, unsubscribe, webhooks) Save and manag...

  Internal Policy Summary Applies to: Engineering, NOC, Security, Regulatory SLA: ITG requests must be responded to within 24 hours of receipt Primary objective: Accurate, compliant, evidence-backed responses aligned with FCC expectations Retention: Minimum 5 years for all associated artifacts Overview This policy defines the required steps, respons...

Introduction Interaction Analyst is a web-based tool that allows access to historical data in the form of reports from anywhere. It provides access to the previous day's data and the current day's analytics in the Live tab. The reports help evaluate the historical performance of contact center agents and supervisors, aiding in understanding performa...

Overview Adding contacts makes it easier to send messages and track replies—messages in the Inbox can display the contact’s name instead of only a mobile number.  Note: During times of high demand, a newly created contact may take a few minutes to become available to add to a list. The contact should be available within a few minutes, however if it ...

Introduction Time Frames are set periods of time that you want your phone system to follow. This could include scenarios such as business hours, after hours, and holidays. Note :  Creating Time Frames only makes the system aware of these periods. A time frame by itself does not cause the system to perform any action during these times. The time fram...

Purpose of This Guide Explain what each message status means in Business Marketing Messaging Define delivery status codes and how to use them for troubleshooting Show where to view message delivery status in Campaign reports Who is this for? All Users Admins/Supervisors reviewing campaign performance Important Notes If a message is marked as Failed ...

Introduction If you are using a desk phone with your Crexendo environment, you have several features and functions at your disposal. While Crexendo provides several different desk phone models, basic functionality remains the same across all phones.  This guide will illustrate how to answer a call, making a call, transfer a call, place a call on hol...

Introduction This guide contains the procedures to use the faxing features on the VIP Platform for both inbound and outbound faxes and how to setup a fax account in the VIP Portal for Managers.   Receiving Inbound Faxes Once the fax feature is enabled by Crexendo, incoming faxes will be delivered to the email address(es) of your choosing.  You can h...

Introduction CXHub provides a quick and easy solutions to setup SMS Campaigns for your call center solution.   Prerequisites To setup SMS Campaigns in CXHu b there are a few pre-requisites that need to be completed for a successful deployment: Identify the SMS numbers that are needed in a CX SMS campaign The phone numbers need to approved and added ...

For a Video Demonstration: Your browser does not support HTML5 video. For a Printable Version, click HERE .   How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press or , enter the phone number, and press “Call.” Enter the phone number, press “Call,” and pick up the handset. Press the line key, ent...

For a video demonstration: Your browser does not support HTML5 video. For a printable version, click HERE .     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Send.” Press or , enter the phone number, and press “Send.” Press the line key, enter the number, and press “Send.” Select “New Call,” enter the...

Introduction: This guide will provide the steps to adding your own music files to your campaigns within CXHub.   Steps: From the left navigation pane, select “Admin” then “Configurations” and then “Music File.” From the Music Files section, select “Add Music” or edit any existing files. Enter or edit the name of the music file and enter the URL for ...

For a video demonstration:   Your browser does not support HTML5 video.   For a printable version, click Here .   How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Send.” Press the headset button or the speakerphone button, enter the phone number, and press “Send.” Enter the phone number, press “Dial,” an...

  For a Video Demonstration: Your browser does not support HTML5 video. For a Printable Version, click HERE.   How to Place a Call (several options): Select the icon and dial the number using the keypad. Select the icon to access your contacts. Select the icon to access your recent call history.   How to Answer a Call (several options): Select “Answ...

Introduction The Crexendo VIP HD Platform delivers rich High-Definition video meetings for one-on-one sessions, team meetings, and webinars for up to 200 participants. Other valuable features include: On demand or scheduled HD video meetings. Group meetings. Team rooms with persistent chat and document sharing. Webinars for up to 200 attendees Integ...

Introduction This guide illustrates how to use SNAPbuilder to change the feature and line buttons on your Crexendo desk phone.  For a video demonstration: Your browser does not support HTML5 video. NOTE:   SNAPbuilder is only used for feature buttons (not Soft Keys).  Feature/line buttons are located on the left and right side of your desk phone dis...

Introduction This document contains a brief overview of the VIP SMS or text messaging capabilities in your VIP Crexendo environment.  VIP SMS allows your business to engage your clients using SMS text messaging. You can do this in two scenarios: Creating a SMS queue that allows your clients to send a text to your business that can be answered by you...

Introduction The Attendant Console is a valuable tool if you regularly transfer calls within your business. This guide contains a brief overview of Crexendo’s Attendant Console - a companion product when coupled with your desk phone or web phone.   The VIP Attendant Console (VAC) is an application that you navigate to from the VIP Portal by clicking...

Introduction The Call History section of the VIP Portal shows any calls to and from the domain or to and from the individual user.  This guide illustrates how an Office Manager can run reports, filter calls, and retrieve call recordings from all calls in the domain, and how to block SPAM/ROBO Calls in the VIP Portal.   Call History for an Office Man...

Introduction This guide illustrates how to use SNAPbuilder to change the feature and line buttons on your Crexendo desk phone.  For a video demonstration: Your browser does not support HTML5 video. NOTE:   SNAPbuilder is only used for feature buttons (not Soft Keys).  Feature/line buttons are located on the left and right side of your desk phone dis...

Introduction The VIP Portal for Users is a web-based tool that is available to be used to access your own settings including messages (voicemail, SMS, and fax), add personal contacts, customize your own answering rules, and time frames, edit your physical phone settings, music on hold options, and your call history for your extension. This guide wil...

  For a video demonstration: Your browser does not support HTML5 video.   For a Printable Version, click HERE .     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press  or , enter the phone number, and press “Send.” Enter the phone number, press “Call,” and pick up the handset. Press the line k...

For a video demonstration: Your browser does not support HTML5 video.   For a Printable Version, click HERE .     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press  or , enter the phone number, and press “Send.” Enter the phone number, press “Call,” and pick up the handset. Press the line key...

Introduction: In the Call History section of the VIP Portal, administrators can block calls coming to the domain. In the VIP Portal for Users, a user can also block SPAM or Robo calls. This guide will show how an administrator can block a number for the entire domain and how a user can block a SPAM or robocall number. For a video demonstration, go t...

For a Printable version, click HERE.     How to Pair the Handset with the Base Plug the Base into the wall for 1) power and 2) ethernet. The base cannot be connected via WiFi, so please make sure you have an accessible ethernet connection. If you are using POE (Power over Ethernet), you will just need to plug it in accordingly. If you have questions...

Introduction VIP Call Center gives you the ability to gather data on queues and agents in your Crexendo VIP environment. In addition to the default Call Center Dashboard, supervisors can: Create customized dashboards with "gauges" that monitor the health of your queues and agents.  These gauges come in many shapes and sizes and can be customized wit...

  For a video demonstration: Your browser does not support HTML5 video. For a Printable Version, click HERE.   How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press  or , enter the phone number, and press “Call.” Enter the phone number, press “Call,” and pick up the handset. Press the line key, e...

For a video demonstration: Your browser does not support HTML5 video.   For a printable version, click HERE .     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Send.” Press or , enter the phone number, and press “Send.” Press the line key, enter the number, and press “Send.” Select “New Call,” enter t...

Introduction VIP Analytics is a tool designed for Office Managers and Call Center Supervisors to keep your team up to date on real time queue statistics displayed on a TV, monitor, or individual PC in your call center. These VIP Boards allow you to create “cards” that display all the information that is important for you to see in real time.  This g...

For a Video Demonstration: Your browser does not support HTML5 video.   For a Printable Version, click HERE . How to Place a Call (several options): Pick up the handset, enter the number, and press . Press or , enter the phone number, and press . Enter the phone number, press and pick up the headset. Press the line key, enter the number, and press ....

Introduction Crexendo VIP Voice Studio enables you to create professional welcome greetings, auto-attendant, IVR (Interactive Voice Response), and call menu recordings, and mix them with license-free music ready to play to queuing and holding callers. This guide provides the steps to accessing and using Voice AI Studio. To access Voice AI Studio, fi...

For a Video Demonstration: Your browser does not support HTML5 video.   For a Printable Version, click Here .     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press or , enter the phone number, and press “Send.” Enter the phone number, press “Call,” and pick up the handset. Press the line key,...

Introduction Conference Bridges are a great way of meeting via telephone. This guide contains all the information necessary to operate your VIP conference audio bridges as a Crexendo Office Manager. Available options include: Organizations can have more than one bridge. They can be combined with video conferences (VIP HD) Each bridge can have a “lea...

For a video demonstration: Your browser does not support HTML5 video.   For a Printable Version, click HERE.     How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press  or , enter the phone number, and press “Send.” Enter the phone number, press “Call,” and pick up the handset. Press the line key,...

  For a video demonstration: Your browser does not support HTML5 video. For a Printable Version, click HERE . How to Place a Call (several options): Pick up the handset, enter the phone number, and press “Call.” Press  or , enter the phone number, and press “Call.” Enter the phone number, press “Call,” and pick up the handset. Press the line key, en...

Introduction: This guide provides the steps for a Reseller to change a customer's Time Frames such as Business Hours, Holidays, etc.   Steps: Login to the Crexendo VIP Portal at: https://portal.crexendovip.com/portal/ Select “Domains.” Search for or click the domain you would like to edit. Select the “Users” button in the navigation row. Locate a us...