Customers

As a value-added reseller (VAR), you sell and support the Evatel telephony and virtual assistant services to your customers that can be companies and individuals. You can view and manage your customer accounts on the Customers page accessible directly from the main menu.

Interface Overview

The Customers page accessible from the main menu has 2 tabs:

• Companies: These are multi-user organizations that use your Evatel services for their members (employees) and business activities. The first user created in the company account is given the role of Company Administrator with permissions to create and manage accounts for employees as well as configure and manage the virtual receptionist (auto-attendant) service, the employee voice directory, the company phone numbers, call restrictions, mail access and shared contacts. Each company account has at least one phone number answered by the office virtual receptionist service.
• Professionals: These are individuals who subscribe to your Evatel services for themselves. They are usually professionals and independent consultants. Each professional account has at least one phone number answered by the user's smart number service.  

From the Customers page you can:

1. Create and delete accounts.
2. Manage account settings, call restrictions and packages.
3. Send an email to a customer containing credentials, subscription details or a message.
4. Manage the account status of accounts (Free Trial, Pending, Production, etc.)
5. Directly access an account to perform support tasks.
6. Export a list of customer accounts to a PDF or CSV file.
7. Import customer accounts from third-party messaging systems (i.e. Google or Microsoft) or phone systems (i.e. BroadSoft).
8. Sort, search and filter the list of customer accounts.

Company Accounts Interface

This page displays a list of all company accounts with the following information (some headings are context-specific):

COLUMN HEADING	DESCRIPTION
Checkbox	Check the box next to one or several items in order to apply certain actions (ex: export a list of accounts).
CID	Unique Company Identification code. This field is not editable.
Company Name	Name of the company that owns this account. Click the company name to access the account as its administrator.
ORGID	Account ID of the organization to which this company is affiliated. For non-affiliated companies, the ORGID is the same as the company ID (CID).
Users	Displays the number of employee accounts associated with the company account.
CAN	Customer Account Number for billing purposes. This field is not editable.
Phone Number	Virtual Receptionist Number. Click the WebPhone icon to call the company.
Options	Click the  Options icon to view and edit the company account settings such as URLs of user signup and login web sites, format of internal extension numbers, account management status (restricted, test mode), affiliation, etc. See Manage Account Settings for details.
Rest	Click the  Restrictions icon to view and edit the company-level call restrictions. This is where company-specific exceptions can be set. See Manage Customer-Specific Call Restrictions for details.
Packages	Click the  Packages icon to view and edit the company subscription packages, options and devices. See  Manage Customer-Specific Packages for details.
Billing	Company account billing status: free trial, suspended, production, etc. See Manage Customer Account Status for details.
Delete	Click the  Delete icon to unsubscribe and/or delete the company account. See Delete an Account for details.

Professional Accounts Interface

This page displays a list of all professional accounts with the following information (some headings are context-specific):

COLUMN HEADING	DESCRIPTION
Checkbox	Check the box next to one or several items in order to apply certain actions (ex: export a list of accounts).
UID	Unique User Identification code. This field is not editable.
ORGID	Account ID of the organization to which this user is affiliated. For non-affiliated companies, the ORGID is the same as the company ID (CID).
User	Name of the user who owns this account. Click the user name to access the account as its administrator.
Ext	Click this link to edit the extension properties of the user.
Lang	Language preference of the user.
CAN	Customer Account Number for billing purposes. This field is not editable.
Phone Number	Virtual Receptionist Number. Click the WebPhone icon to call the user.
Options	Click the  Options icon to view and edit the user account settings such as account options and limits, voice transcription, phone registration parameters, default caller ID, affiliation, etc. See Manage Account Settings for details.
Rest	Click the  Restrictions icon to view and edit the user-level call restrictions. This is where user-specific exceptions can be set.  See Manage Customer-Specific Call Restrictions for details.
Packages	Click the  Packages icon to view and edit the customer subscription packages, options and devices. See  Manage Customer-Specific Packages  for details.
Billing	User account billing status: free trial, suspended, production, etc. See Manage Account Status for details.
Delete	Click the  Delete icon to unsubscribe and/or delete the user account. See Delete an Account for details.

Create Customer Accounts

Note: Customers can create their own accounts using one of the following methods:

• Your online signup Web portal if you have one.
• The Google G Suite Marketplace if the company has a Google G Suite account.

Should you need to create an account yourself, the account creation process launches the same wizard used for online account signup with additional options to select the account billing status (Free Trial, Start Billing, Suspend Billing) and payment method (credit card or monthly invoices).

Make sure to have the following information on hand before proceeding:

• Customer name
• Customer address
• Email address
• Phone number
• Language of account owner and virtual receptionist languages (for Company accounts)
• Time zone where the customer is located
• Required subscription plan, options and devices
• Phone number(s) to transfer and/or order (local, toll-free, international) and their options (fax, SMS, 911)
• Billing information (credit card information or monthly bill issued)

To create a new account:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Click the  New button to launch the account creation wizard. 
• Fill in the fields as required. Use the Next and Previous buttons to navigate back and forth. At anytime, you can click Send to customer to send an email to the customer with a link to continue the signup process. Note that any information that you already entered is saved for customers who click the email link to continue the signup process. 

Note: Company account will be created with the minimum settings and its administrator as the first user. The account access credentials and initial instructions are sent to the account administrator who can login and complete the account configuration such as adding users, phone numbers, extensions, configuring groups, customizing the virtual receptionist service, etc.

Delete Customer Accounts

As a VAR administrator, you can delete accounts from the list of Customers. For billing and archiving purposes, the deleted customer accounts will not be immediately removed from the system but only marked as "unsubscribed" for a period of 90 days. After that period, the unsubscribed account information will be removed from the system and sent to archives.

To delete an account:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Click the  Delete icon corresponding to the account you want to delete.
• Click OK to confirm the deletion of the account.

Once the account deletion is confirmed, the results are as follows:

• The account is removed from your list of customers (marked as unsubscribed in the database).
• If it was a company account, all employee accounts are deleted from the system (marked unsubscribed in the database).
• All phone numbers used by the customer are returned to the pool of available phone numbers (DIDs).
• An email is sent to the company account administrator confirming that the account is deleted.

Deleting an account also has consequences on the billing system as follows:

• The account is removed from the billing system.
• The account is also removed from the phone system if the PBX used supports provisioning.
• The account phone numbers (DIDs) are released and returned to the telephony provider if the SIP Trunk used supports provisioning.

Once you remove an account, it is recommended to remove all its phone numbers from your DID pool (see Delete a Phone Number for details). This will save you the trouble of managing phone numbers that no longer come to your system in addition to paying for them. 

To confirm that the account has been marked as unsubscribed:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• From the Accounts dropdown list, select Unsubscribed.
• The system will display the list of all unsubscribed accounts.
• The unsubscribed account should be included in the list.

Manage Customer Account Settings

As the VAR administrator, you manage account settings such as office extensions format, maximum number of shared contacts, URL to private label voice and web pages, etc. 

To access and edit the account settings:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Click the  Options icon corresponding to the account to manage.
• Update the settings fields as required. For more details, go to:
  • Account Affiliation
  • IP Phone Boot Setup
  • Company Account Settings
  • Professional Account Settings
• Click Save to apply the changes.

Account Affiliation

Affiliation is the means to link the account to an organization and make it part of its global employee directory and internal extension dialing. Affiliate accounts are managed and billed separately. Affiliation is useful to interconnect franchises, branches or subsidiaries together and enable them to communicate internally as if they were one organization with one common corporate directory. When a company has affiliates, it becomes an organization. Only company accounts can accept affiliates to become organizations. Each organization can have as many company and professional affiliates as needed.

Affiliate an account to an Organization

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Click the  Options icon corresponding to the account that you need to affiliate.
• Go to the Affiliation section and click the Affiliate link to create a link to another account. 
• Select a customer account from the Organization dropdown list and click Submit.
  If the system detects conflicts between the account's extension numbers and those already defined in the organization, it will propose alternate extension numbers. To accept the proposed changes, click Continue. Otherwise, click Cancel to abort the process and fix the conflicts manually.
• Click Save to apply the affiliation.
• You have the option to email or not the new extensions information to administrator of the newly affiliated company.
  • Send email: The check box is enabled by default.
  • Do not send email: Uncheck the box to prevent the system from sending an email.
• Click Finish to confirm the company affiliation.

Users of the newly affiliated company account will automatically be accessible in the telephone directory of the organization and its other affiliated accounts. All subscription charges will continue to be billed to affiliate accounts separately. Remember to notify all users whose extension number has been modified due to conflicts between affiliated accounts.

Disaffiliate an account

Discontinuing an affiliation will disconnect the account from its organization and make it independent again. Its users will no longer be part of the organization's shared telephone directory. When proceeding with a disaffiliation, make sure to review and adjust the groups and call forwarding schedules of the affiliated accounts remaining in the organization.

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Click the  Options icon corresponding to the account that needs to be disaffiliated.
• Go to the Affiliation section and click Disaffiliate to break the link between the account and its organization.
• Leave the box checked to send an email notification to the disaffiliated account owner and all the remaining affiliated members of the organization. Otherwise, uncheck the box.
• Click Save to apply the change.

IP Phone Boot Setup

This section displays the FTP site and credentials (username and password) needed for telephone devices to perform their remote configuration provisioning. These settings are configured by the System Administrator.

To access the IP Phone remote provisioning credentials:

• ​From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Click the  Options icon corresponding to the company or professional for which you need to view these settings.
• Go to the IP Phone Boot Setup section. The IP Phone remote provisioning credentials are displayed:
  • FTP Site: IP Phone Provisioning Server
  • Username: Customer Account Number (CAN)
  • Password: Security code
• You can use these credentials to enable IP phones to get their initial configuration for each customer.

Company Account Settings

Company account settings include 7 sections:

• Account Affiliation
• Private Label URLs
• Extension Numbers
• Shared Contacts Limit
• Account Management Restrictions
• IP Phone Boot Setup

Company Account Affiliation

Affiliation is the means to link the account to an organization and make it part of its global employee directory and internal extension dialing. 

Affiliate a Company Account to an Organization

To affiliate a company account to an organization, go to Account affiliation​​ for details.

Discontinue the Affiliation a Company Account

To discontinue the affiliation of a company account and disconnect it from its organization, go to Account disaffiliation for details.

Private Label URLs

It is possible to customize the voices of telephony services (virtual receptionist, virtual assistant, voice notifier, etc) for specific companies. It is also possible to design and use custom Web portal pages for specific companies. These pages are more than the color themes. They can look completely different from the ones used by the system Web portal. Finally, you can specify the specific Web page that users go to after ending their Web portal sessions. This section enables you to manage the URLs of any custom voice and Web page used by the company.

• Custom Web Portal Pages: Enter the URL of the company's custom Web portal pages for users to access and manage their telephony and virtual assistant account.
• Virtual Assistant Voices: Enter the URL of the company's custom virtual assistant voices. Leave le URL field blank if the service uses the default system voice prompts.
• Virtual Receptionist Voices: Enter the URL from the company's custom virtual receptionist voices. Leave le URL field blank if the service uses the default system voice prompts.
• Voice Notifier Voices: Enter the URL from the company's custom voice notifier voices. Leave le URL field blank if the service uses the default system voice prompts.
• Page After Disconnect: Enter the URL of the company's custom website where users get redirected at the end of a Web portal session. If you leave this URL field blank, users will be redirected to the default system logout page.​
• Click Save to apply the changes.

To view and edit the company custom voice and Web pages:

• From the main menu, click Customers then select the Companies tab to view the list of companies.
• Click the  Options icon corresponding to the account for which you need to configure the custom voice and Web pages.
• Go to the Private Label URLs section and edit fields as required.
• Click Save to apply the changes.

Company Extension Numbers

These settings specify the number of digits for internal company extension numbers (the default is 3) and the minimum and maximum range for different types of extensions:

• Users: Defines the range of extension numbers that can be assigned to dial employees. The default range is 100 to 299.
• Groups: Defines the range of extension numbers that can be assigned to dial groups (extension groups and user groups). Examples of groups are: sales, accounting, etc. The default range is 500 to 599.
• Services: Defines the range of extension numbers that can be assigned to dial voice services such as Voice Assistant, Voice Mail, Voice Recorder, Virtual Receptionist and Duty Agent. The default range is 700 to 799.

It is recommended to use the default system values. However, you can change values if needed. For example, if a company has 350 employees, the default range of 100-299 may be adjusted to 100-499 or to 1000-4999. When changing default values, make sure that extension number ranges for users, groups and services do not overlap.

To change extension number range settings:

• From the main menu, click Customers then select the Companies tab to view the list of companies.
• Click the  Options icon corresponding to the account for which you need to configure the extension number settings.
• Go to the Extension Numbers section.
• Click the Modify link next to the settings that you want to change: Extension Length, Users, Groups or Services.
• Click Save to apply the changes.

Changes will apply to NEW extensions going forward.

Shared Contacts Limit

This section is where you define the maximum number of shared contacts that a company can have in its voice directory (employee directory and corporate contacts). Keep in mind that a smaller number of contacts in the voice directory results in better name recognition.

To change the maximum number of shared contacts for a Company account:

• From the main menu, click Customers then select the Companies tab to view the list of companies.
• Click the  Options icon corresponding to the account for which you need to configure the maximum number of shared contacts.​
• Go to the Shared Contacts Limit section. 
• Select a predefined number from the Number of Shared Contacts in the Voice Directory dropdown list.
• Click Save to apply the change.

Company Account Management Restrictions

These settings enable you to set special restrictions on the company account management such as prevent company administrators from making changes to the company account settings. 

• Disallow User Account changes: Check this box to prevent the company administrator from making changes to the account.
• Account In Test Mode: Check this box to put the company account in test mode to prevent the system from making outbound calls or sending emails. This is particularly useful for stress test operations on the company's virtual receptionist and call forwarding services. This feature will not suspend billing and cannot be used for trial purposes. If your intention is to offer a trial period, see the FAQ for details.

To edit the management restrictions of a Company account:

• From the main menu, click Customers then select the Companies tab to view the list of companies.
• Click the  Options icon corresponding to the account for which you need to set restrictions.
• Go to the Account Management Restrictions section and edit fields as required. 
• Click Save to apply the change.

Polycom IP Phone Boot Setup

This section displays the FTP site and credentials (username and password) needed for telephone devices to perform their remote configuration provisioning. These settings are configured by the System Administrator.

To access the Polycom IP Phone remote provisioning credentials, go to IP Phone Boot Setup.​​

Professional Account Settings

The professional account settings include 8 sections:

• Account Affiliation
• User Account Limits
• Assistant Call Options
• Voice Message Transcription Provider
• Account Management Restrictions
• SIP credentials for Outbound Calls
• IP Phone Boot Setup
• Information Displayed for Outgoing Calls

Professional Account Affiliation

Affiliation is the means to link the account to an organization and make it part of its global employee directory and internal extension dialing. 

Affiliate a Professional Account to an Organization

To affiliate a professional account to an organization, go to  Account Affiliation​​ for details.

Discontinue the Affiliation a Professional Account

To discontinue the affiliation of a professional account and disconnect it from its organization, go to Account​​ Disaffiliation for details.

User Account Limits

This section is where you define account limits for the professional's contacts, voice messages and faxes.

• Total number of contacts: The default is 500 and the maximum is 3000.
• Number of contacts in the voice directory: The default is 500. Keep in mind that a smaller number of contacts in the voice directory results in better name recognition.
• Number of messages downloaded: The default is 50. The higher the number, the longer the user may wait for messages to download during a phone session with the virtual assistant.
• Voice messages on disk: The default is 25. When a user reaches this maximum, the system will automatically delete the oldest messages to make room for new voice messages. Note that a copy of each voice message is always sent by email to the user.
• Faxes on disk: The default is 25. When a user reaches the maximum, the system will automatically delete the oldest faxes to make room for new faxes. Note that a copy of each fax received is always sent by email to the user.

To modify the user account limits:

• From the main menu, click Customers then select the Professionals tab to view the list of professional accounts.
• Click the  Options icon corresponding to the account for which you need to configure settings.
• Go to the User Account Limits section and edit fields as required.
• Click Save to apply the change.

Assistant Call Options

This section is unique to single-user accounts. It specifies if the virtual assistant should refresh contacts and if it should stay on the line while the user is talking on calls made or received.

To modify the user's assistant call options:

• From the main menu, click Customers then select the Professionals tab to view the list of professional accounts.
• Click the  Options icon corresponding to the account for which you need to configure settings.
• Go to the Assistant Call Options section.
• Check the following options to enable them:
  • Assistant stays on the line during and after calls made
  • Assistant stays on calls received to help in conferencing
  • Always refresh personal contacts
• Click Save to apply the change.

Voice Message Transcription Provider

Select the voice message transcription method to be used for this customer from the list of supported voice transcription service providers (this list may be different on your system):

• Mutare: Bilingual English and French voice transcription provided by Mutare. This is the default method used.
• Google Speech: Bilingual English and French voice transcription provided by Google.
• MyScribbit: This service provider uses custom email addresses for each subscriber. Enter the user's MyScribbit email address if you select this option. All user voice messages will be sent to this email address to be transcribed and sent back to the user. 
• None: Select this option if the user does not want any voice transcription.

To modify an account's default voice transcription method:

• From the main menu, click Customers then select the Professionals tab to view the list of professional accounts.
• Click the  Options icon corresponding to the account for which you need to configure settings.
• Go to the Voice Message Transcription section and select the applicable option.
• Click Save to apply the change.

Professional Account Management Restrictions

This section is where you can suspend the professional's permissions to make changes to the account. For example, this includes adding phone numbers, changing the account subscription, status and call forwarding, etc.

• Account Managed by Administrator: This option prevents the account owner from making any configuration changes. Only the VAR Administrator will have the ability to make changes to the account.
• User PIN: To change the user PIN, click the  Edit icon then enter the new PIN and confirm. You can then go to the Professionals page and send the new account credentials to the user.

To modify account configuration rights:

• From the main menu, click Customers then select the Professionals tab to view the list of professional accounts.
• Click the  Options icon corresponding to the account for which you need to configure settings.
• Go to the Account Management Restrictions section and edit fields as required.
• Click Save to apply the change.

SIP Credentials for Outbound Calls

This section is where you configure the access codes required for the account holder to make outbound calls on the phone system used.

To modify SIP credentials for outbound calls:

• From the main menu, click Customers then select the Professionals tab to view the list of professional accounts.
• Click the  Options icon corresponding to the account for which you need to configure settings.
• Go to the SIP Credentials for Outbound Calls section.
• Enter the username and password to authorize outbound calls.
• Click Save to apply the change.

IP Phone Boot Setup

This section displays the FTP site and credentials (username and password) needed for telephone devices to perform their remote configuration provisioning. These settings are configured by the System Administrator.

To access the Polycom IP Phone remote provisioning credentials, go to IP Phone Boot Setup.​​

Information Displayed for Outgoing Calls

This section is unique to single-user accounts to specify the call display options on outbound calls.

• Display Name: Enter the name that people will see on their call display when they receive a call from the user.
• Caller Number: From the dropdown box, select the phone number that people will see on their call display when they receive a call from the user. This list is populated based on the user's available Smart Numbers.

To modify call display settings:

• From the main menu, click Customers then select the Professionals tab to view the list of professional accounts.
• Click the  Options icon corresponding to the account for which you need to configure settings.
• Go to the Information Displayed for Outgoing Calls section and edit fields as required.
• Click Save to apply the change.

Manage Customer-Specific Call Restrictions

Call restrictions are a set of rules to allow or disallow outgoing calls of a user to a specific country, regional code or destination. For example, you can allow users to make overseas calls, but exclude specific countries.

Call restrictions can have a global scope (i.e. they can apply to ALL customer accounts) or apply to specific accounts (via the Customers section in the main menu). For information on global call restrictions, see Call Restrictions.

To customize call restrictions for a specific customer account:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Click the  Rest icon corresponding to the account requiring a call restriction.
• Once the Call Restrictions page opens, you can:
  1. Create customer-specific call restrictions.
  2. Delete call restrictions.
  3. Create exceptions to call restrictions.

Manage Customer-Specific Packages

As the VAR Administrator, you can modify the subscription of your customers as needed. However, available modifications are limited to the packages, options, devices and service fees that have been assigned to your VAR account by the System Administrator. To offer new packages, contact the System Administrator.

To access the subscription options of a customer:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Click the  Packages icon corresponding to the account requiring a subscription modification.
• See Manage Account Packages for a description of the interface and instructions on how to add, modify or remove a package.

Send e-mails to Customers 

The Web portal includes a feature to email access credentials (username and password/PIN), subscription statements or personalized messages to customers.

Email Credentials to Customers

The Web Portal enables you to automatically generate and send emails containing customer credentials (username and password/PIN) to customers who need help to access their account.

To email account credentials to a customer:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Check the box next to the name of the customers requesting the credentials.
• Click the Send Msg button.
• In the popup window, fill out the appropriate fields:
  • From: Select the administrator sending the message.
  • To: The email address of the customers is automatically populated in the recipient field and cannot be modified.
  • CC: Enter the email addresses where a copy of the email will be sent. This field is optional.
  • BCC: Enter the email addresses where a blind copy of the email will be sent. This field is optional.
  • Select the option Send account credentials.
  • Click the Next button.
  • Subject: The subject field of the email will be automatically populated, but you can modify it as required.
  • Message: This field allows you to add a custom message in the email if required. You do not need to enter the actual credentials in this field as they will be automatically included in the email.
  • Click the Send button.
• The system will automatically generate and send the email to the customers.

Send an Email Message to a Customer

The Web portal enables you to communicate with your customers by email as needed.

To send an email to a customer:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Check the boxes next to the name of customers to whom you want to send the message.
• Click the Send Msg button.
• In the popup window, fill out the appropriate fields:
  • From: Select the administrator sending the message.
  • To: The email address of the customers is automatically populated in the recipient field and cannot be modified.
  • CC: Enter the email addresses where a copy of the email will be sent. This field is optional.
  • BCC: Enter the email addresses where a blind copy of the email will be sent. This field is optional.
  • Select the option Send a new message.
  • Click the Next button.
  • Subject: The subject field of the mail will be automatically populated, but you can modify it as required.
  • Message: Enter your message in this field.
  • Click the Send button.
• The system will automatically generate and send the email to the customers.

Send Subscription Statements to Customers

You can have the system generate subscription statements and email them to customers when needed. The subscription statement is a PDF document that lists the customer's service packages and options with the monthly fees.

To create and send the subscription statement in a PDF document:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Click the  Packages icon corresponding to the customer to whom you want to send the subscription statement. The customer subscription packages page opens.
• Click the Send button.
• The system will automatically email the subscription statement to the selected customer.

Manage Customer Account Status

Customer accounts are assigned one of the following statuses:

• In Production: The customer is active and is being billed for its subscription. In Production accounts can be given a free initial period ranging from 15 to 90 days. The default is 30 days. Normal billing starts automatically after the initial free period.
• Free Trial: The customer is active but has been given a free trial period ranging from 15 to 90 days. The default is 30 days. The purpose of the free trial periods is to enable customers to familiarized themselves with the Web portal and virtual assistant services. During free trial periods, customers cannot add services such as new phone numbers and service features. An upgrade to a commercial account is required.
• Billing Suspended: This status is similar to the In Production with all features available to the customer without charge. This status assumes that the VAR Administrator will absorb all costs of services and features used by the customer including phone numbers, long distance charges, etc., until such time as the account status changes to In Production.

The VAR Administrator can only make the following status changes:

• From Free Trial to In Production.
• From Billing Suspended to In Production.

Before you proceed, make sure that you have all billing information on hand including the address and method of payment (credit card information or monthly bill issued).

Change Customer Account Status from Free Trial to In Production 

To change the customer account status from Free Trial to In Production:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• In the Billing column, click the Free Trial status link of the account you wish to modify.
• Click the Upgrade button to continue.
• The system will display a preview of the invoice that will be generated.
• Check the box I accept the terms & conditions.
• Click Next to continue.
• Select the method of payment:
  • Pay by credit card: Check this option if the customer wishes to use automatic credit card payments. Enter the card information in the appropriate fields.
  • I want to receive invoices: Check this option if the customer prefers to receive monthly invoices to pay by cheque or credit card. Enter the customer mailing address in the appropriate fields.
• Click Next to continue, then Finish to confirm.

Change Customer Account Status from Billing Suspended to In Production

To change the customer account status from Billing Suspended to In Production:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• In the Billing column, click the Billing Suspended status link of the account you wish to modify.
• Select In Production.
• Click Save to confirm.

Directly Access a Customer Account

Once logged into the Web portal as a VAR Administrator, you can access a customer's account without having to use the customer credentials. This is useful when responding to service and support inquiries.

To access a customer account from your VAR Administrator session:

• Log into the Web portal using your VAR credentials (username and password).
• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• In the column titled Company Name or User Name, click the name of the account to access.
• The customer account Web portal opens to enable you to perform customer support tasks while you remain logged in as the VAR Admin.

To return to your VAR Administrator level, use the breadcrumbs at the top of the screen to backtrack.

Export a List of Customer Accounts

From the Customers page, you can export the list of VAR accounts to a CSV file or PDF document.

Export Customer Accounts to a CSV file

To export a list of customer accounts to a CSV file:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Select the customer accounts to export:
  • One or several accounts: Check the box next to the name of accounts to export.
  • All accounts: Check the box at the top of the table next to the User or Company Name header. All accounts will automatically be selected.
• Click the  CSV button to open the export window.
• By default the file is named CompaniesView.csv or ProfessionalsView.csv and ready to be saved to a directory on your computer.
  • Change the file name if needed but keep the CSV extension. Example: rename CompaniesView.csv to MyCompanies.csv or ProfessionalsView.csv to or MyProfessionals.csv.
• Click Save.

Export Customer Accounts to a PDF Document

To export a list of customer accounts to a PDF file:

• From the main menu, click Customers then select the Companies or Professionals tab to view the list of company or professional accounts.
• Select the customer accounts to export:
  • One or several accounts: Check the box next to the name of accounts to export.
  • All accounts: Check the box at the top of the table next to the User or Company Name header. All accounts will automatically be selected.
• Click the  PDF button to open the export window.
• The PDF document will automatically open in a new window and be saved to a default directory defined in your computer. Search Accounts

Import Customer Accounts

As a reseller, you may need to import and create multiple customer accounts at once. This may happen if another reseller transfers its customers to you for example. 

Import Company Accounts from a CSV File

You can import company accounts and their users from CSV files in two steps:

1. Import the company account profiles. This CSV file must include the company name, its administrator name, email and phone number. See Company Accounts CSV File Format for details.
2. Import company users in the new company account. This CSV file must include the user first name, last name and email. This step can be done by the company administrator. See Company Users CSV File Format for details.

Import Company Account Profiles from CSV

• From the main menu, click Customers then select the Companies tab to view the list of company accounts.
• Click the Import button on the Companies page. An Import Company Wizard appears.
• Select CSV file as the Source Type from the list of available sources. 
• Select the CSV file that contains the company accounts to be imported.
• Press Next to view the list of companies found in the CSV file.
• Select the companies to import by checking the box under the Include field.
• Press Next to start importing the selected companies, or press Cancel to close the window without importing the companies.
• The company accounts being imported will be displayed while the information about each company is being populated on the system. 
• Click Finish to complete the import.

The new company accounts are created on your system and, if you checked Inform customer, an email will be sent to the Company Administrator with the company account access information and credentials.
NOTE: The imported company accounts will be created on the system with a “Pending” status. To make them operational, you must change their status to “In Production” or “Free Trial”.

Company Accounts CSV File Format

The CSV file that contains the company accounts to be imported must include the following fields for each company account (only fields marked with * are mandatory):

• Company Name
• *Admin First Name
• *Admin Last Name
• *Admin Email
• Admin Phone Number
• Admin Language: EN or FR
• Domain: Company domain ex: mycompany.com
• Package ID: Company main subscription package
• EVR Number: Phone number assigned to the company Virtual Receptionist (auto-attendant)
• Default EVR Language: Default language of the company Virtual Receptionist
• Other EVR Language: Second language of the company Virtual Receptionist
• EVA Number: Phone number assigned to the company Virtual Assistant
• Web URL: Company website URL
• SP Company ID: Company ID on the Service Provider (SP) platform for data syncing

Importing Company Users from CSV file

Once you have created the company account, you can import its users from a CSV file as follows:

• From the main menu, click Customers then select the Companies tab to view the list of company accounts.
• Click on the name of the company account where you want to import the users.
• From the company main menu, click Users to view the list of company users. Initially, there will be only one user who is also the company account administrator.
• Click the Import button on the Users page. An Import Users Wizard appears.
• Select CSV file as the Source Type from the list of available sources.
• Select the CSV file containing the users to import from.
• Click Next to view the list of users found in the CSV file.
• Select the users to import by checking the box under the Include field.
• Press Next to start importing the selected users, or press Cancel to close the window without importing.
• The user accounts being imported will be displayed while the information about each user is being populated in the system. 
• Click Finish to complete the import.

The new user accounts are created in the selected company and, if you checked Inform users, an email will be sent to each user with the information and credentials to access and manage their employee account.

Company Users CSV File Format

The CSV file that contains the company users to be imported has the following fields for each user (only fields marked with * are mandatory):

• Salutation: Mr, Ms, Mrs, Dr, Me
• *First Name: User first name
• *Last Name: User last name
• *Email: User email
• Mobile Phone: User mobile phone
• Language:  EN or FR
• Gender: M or F
• Timezone: User timezone code
• Package: Employee main subscription package (Office Employee, Mobile Agent or Executive)
• Extension: Virtual extension number assigned to the user 
• Smart Number: Smart Number (DID) assigned to the user
• Business Phone: User business phone
• Home Phone: User home phone

Search Accounts

You can quickly find customer accounts either by searching for a keyword or by filtering the list based on the account status (active or unsubscribed).

Keyword Search

From the customer account list, type a keyword in a blank field on the first row to search for a specific account. For example, type "ACME" in the Company Name or User column and press enter to view all accounts containing the word "ACME" in their name.

To remove the search filter, delete the keywords typed in the first row and press enter.

Filter by Account Status

You can view the lists of active and pending accounts using the account status filter (active or pending).

1. Using the dropdown filter at the top of the list, select Active to view only active accounts.
2. Select Unsubscribed to view only unsubscribed accounts.

Sort VAR Accounts

You can sort the list of customer accounts alphabetically or numerically (based on the data type in the columns) by clicking on any of the column headings.