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HyperConnected Portal Guide

Table of Contents

Introduction

What is the ECO HyperConnected Portal and what does it do?

The ECO Hyperconnected Portal is a software defined ecosystem for optimizing voice and data commerce. This platform enables enterprises to optimize global voice networks and leverages machine learning technologies to automate the management and resiliency of global voice networks from a single dashboard. Enterprises can benefit from intelligent routing and no-touch management for improved operations, while enjoying significant cost reduction due to the ability to leverage wholesale telephony voice networks.

After subscribing to the HyperConnected Portal you will receive a support email containing credentials for a superuser account.

To log in, you will first need to:

  1. Start the initial login process via the password reset URL provided in the email by clicking LOGIN TO YOUR ACCOUNT

  2. Set up a password for your Portal user account

  3. Log in to the HyperConnected Portal (https://hyperconnect.peeredge.com)

This initial account is a superuser and has admin permissions over all areas of the Portal. It may go without saying, but do not share these credentials with other members of your organization. You can learn how to create additional users and set privileges in this section.

Visibility

The Visibility section contains the HyperConnected Portal dashboard. You will also find other useful information in your Portal web based user interface in the title and footer bars such as:

  • Current amount of Live Calls

  • Current Live Data usage

  • Currently open Support Tickets

  • Current system time (GMT)

  • Alerts

  • Personalization/Logout drop-down

  • Service Terms

  • Platform Status

Dashboard

The dashboard allows you to quickly acquire a large swath of current and past information about your HyperConnected Portal from a single web page via statistical graphs and totals. Here are the current panes:

Inbound Voice

The Inbound Voice pane describes the termination traffic (aka inbound traffic, traffic that terminates) to the HCP. With the ability to define a time period for each pane and view as a graph, you will also find a lot more information here such as:

  • Calls: the call count

  • Minutes: the sum of all minutes

  • Spend: the value of the calls

Outbound Voice

The Outbound Voice pane describes the origination traffic (aka outbound traffic, traffic that originates) from the HCP. With the ability to define a time period for each pane and view as a graph, you will also find a lot more information here such as:

  • Calls: the call count

  • Minutes: the sum of all minutes

  • Spend: the value of the calls

Voice Numbering

The Voice Numbering pane shows the amount of customer owned numbers that are currently active or numbers that are pending to be ported to the HyperConnected Portal. Corresponding graphs are available to view current and past amounts.

Data

Data section coming soon!

Voice

The Voice section is where you will set up configurations to enable the HyperConnected Portal to initialize traffic from your network. You will also find the reporting and troubleshooting (debugging) here as well.

Connections

Connections are network configurations between your company and your customers. By creating a Connection, you will set up the routing logic, rates and options that enable you to capitalize on the phone calls made on your network.

Example: You would like to both send traffic to (Outbound/termination-customer) and receive traffic from (Inbound/origination-customer) ABC Telecom. You will need to create a Connection called ABC Telecom and add both the appropriate inbound and the outbound trunk groups IPs.

Adding Connections

Adding a Connection to the HyperConnected Portal is quick and simple but packed full of options and features such as trunk load balancing/failover, softphone registration, tech prefixes and many more. Simply name a connection, set an address, add your trunks and select a service plan and you are good to go!

Note: A Connection can contain just Inbound or Outbound settings, it does not have to contain both.

To add a Connection:

  1. Navigate to the Connections page and Click on the Add Connection button to open a new Connection pop-up window

    1. Provide a name for the Connection

    2. Set Tags (for identification/search)

    3. Select a physical Address to tie the Connection to from the drop down list. This list will include any previously entered addresses from other Connections

  1. Click the Add New Address button

  2. Fill out all required fields

  3. Click the Save and Select button

Inbound Connections

  1. Click on the Add Connection button to proceed to the Inbound Connection settings

  2. An Inbound Connection configuration will allow your Portal to receive traffic from a customer trunk group and define any rules and options:

  3. Connection:

  1. To add a trunk group to an Inbound Connection:

    1. Define the SIP Protocol: UDP, TCP, TLS 1.0 or TLS 1.2

    2. Provide an IP address or FQDN, a port (default is 5060) and then click on Add Address

    3. If you have multiple Inbound trunk groups the trunk group Hunting Methods may be beneficial:

      1. Load Balance: instructs the Portal to balance traffic across the added Inbound trunk groups

      2. Weighted: instructs the Portal distribute calls according to a configurable weight

        1. To set Weighted order:

          1. Add a trunk group with Weighted selected from Hunting Method drop down list

          2. Click the grey Pencil icon and provide a distribution weight

            1. Provide a percentage value between 1-100

  1. Failover: instructs the Portal to switch to a redundant or standby trunk group upon the failure or abnormal termination of the previously active trunk group

    1. To set the Failover order:

      1. Add a trunk group with Failover selected from Hunting Method drop down list

      2. Click the grey Pencil icon in the Modify column and provide an failover order number

  1. Voice Service:

    1. Select a Service Plan from the Service Type drop down list for the Inbound Connection. A Service Plan contains a set of available ratesheets and routeplans provided by 46Labs from a swath of carriers.

  1. Options:

    1. NAT Traversal: enabling this option helps to improve security and decrease the number of IP addresses an organization needs

    2. Trunk Monitoring: a feature that if enabled checks to see if the trunks are alive and automatically uses other IP(s) based on their state. The Portal checks through option pings every 60 seconds.

    3. Number Format: enabling this option instructs the Portal to apply E.164 to the Inbound Connection (international standard that defines a numbering plan for the worldwide public switched telephone network (PSTN) and some other data networks)

    4. Tech Prefix: refers to the 4 digits you can use to differentiate between trunk groups using the same IP address, or just to differentiate between trunk groups for other reasons. Prefixes are specific to each Inbound or Outbound connection.

    5. Maximum Call Length (in seconds): calls which exceed this duration will be terminated

    6. No Ring Back Timeout (in seconds): the maximum amount of delay time between the time the call is dialed until it the caller hears ringing

    7. Concurrent Call Limit: the maximum number of ports that you want to assign to the Inbound Connection

    8. Calls per Second (CPS): the maximum number of Calls per Second that you want to assign to the Inbound Connection

    9. Send NDPI: the Number Portability Dip Indicator indicates that a query to the NPDB (Number Portability DataBase) has occurred and that the call should be routed using the phone number in the “rn” field (if present) instead of the original called number

    10. Preserve Caller ID: the CallerID part of the INVITE is stripped by default from the FROM field. If you enable Preserve Caller ID, then it will not be stripped

  1. Media Handling:

    1. Secure RTP: provides message authentication and integrity, encryption and replay attack protection to RTP data

    2. Dynamic Transcoding: allows for automatic switching to a different format or bitrate without compromising on the original quality

    3. Codec Limit: enabling this feature will display a list of available codes. Only those selected will be able allowed by the Portal for this Inbound Connection

  1. Performance Notifications (triggers):

    1. This feature will allow you to sample data and send notifications for performance metrics. Performance Notifications can be stacked on top of each other and multiple can be set for the same metric.

      1. To create a Performance Notification:

        1. Provide a Name

        2. Select a Type:

          1. Attempts

          2. Completions

          3. Minutes

          4. ASR

          5. ALOC - (Average Length of Conversation)

          6. Revenue

        3. Set a Condition:

          1. Equal

          2. Less Than

          3. Less Than Equal

          4. More Than

          5. More Than Equal

        4. Provide a triggering Value

        5. Set the Trigger Frequency or the amount of time in minutes that a Performance Notification trigger will reoccur

        6. Set a Time Frame:

          1. Always

          2. Custom

            1. Start Time

            2. End Time

            3. Select days of the week

        7. Click on Add Trigger

  1. Expert Settings:

    1. Signal Manipulation: refers to the ability to manipulate the ANI, DNIS, SIP Code or IP in the header using regular expressions (regex)

      1. To manipulate:

        1. Select a Header from the drop-down list

        2. Provide a string to match with in the Match field

        3. Provide a string to replace the matched string with within the Replace field

        4. Click the Add Manipulation button

    2. Route Advance: given a list of HTTP status codes, you can set up routing based on the responses received.

Outbound Connections

  1. Click on the Outbound button to proceed to the Outbound Connection settings

  2. An Outbound Connection will allow your Portal to send traffic to a customer trunk group and define any rules and options:

  3. Connection:

    1. To add a trunk group to an Outbound Connection:

      1. Define the SIP Protocol: UDP, TCP, TLS 1.0 or TLS 1.2

      2. Provide an IP address and port (default is 5060) and then click on Add Address

  1. If you have multiple Outbound trunk groups the trunk group Hunting Methods may be beneficial:

    1. Load Balance: instructs the Portal to balance traffic across the added Outbound trunk groups

    2. Weighted: instructs the Portal distribute calls according to a configurable weight

      1. To set Weighted order:

        1. Add a trunk group with Weighted selected from Hunting Method drop down list

        2. Click the grey Pencil icon and provide a distribution weight

          1. Provide a percentage value between 1-100

  1. Failover: instructs the Portal to switch to a redundant or standby trunk group upon the failure or abnormal termination of the previously active trunk group

    1. To set the Failover order:

      1. Add a trunk group with Failover selected from Hunting Method drop down list

      2. Click the grey Pencil icon in the Modify column and provide an failover order number

  1. Voice Service:

    1. Select a Service Plan from the Service Type drop down list for the Outbound Connection. A Service Plan contains a set of available ratesheets and routeplans provided by 46Labs from a swath of carriers

  1. Options:

    1. NAT Traversal: enabling this option helps to improve security and decrease the number of IP addresses an organization needs

    2. Trunk Monitoring: a feature that if enabled checks to see if the trunks are alive and automatically uses other IP(s) based on their state. The Portal checks through option pings every 60 seconds.

    3. Number Format: enabling this option instructs the Portal to apply E.164 to the Outbound Connection (international standard that defines a numbering plan for the worldwide public switched telephone network (PSTN) and some other data networks)

    4. Tech Prefix: refers to the 4 digits you can use to differentiate between trunk groups using the same IP address, or just to differentiate between trunk groups for other reasons. Prefixes are specific to each Inbound or Outbound connection.

    5. Maximum Call Length (in seconds): calls which exceed this duration will be terminated

    6. No Ring Back Timeout (in seconds): the maximum amount of delay time between the time the call is dialed until it the caller hears ringing

    7. Concurrent Call Limit: the maximum number of ports that you want to assign to the Outbound Connection

    8. Calls per Second (CPS): the maximum number of Calls per Second that you want to assign to the Outbound Connection

    9. Send NDPI: the Number Portability Dip Indicator indicates that a query to the NPDB (Number Portability DataBase) has occurred and that the call should be routed using the phone number in the “rn” field (if present) instead of the original called number

    10. Preserve Caller ID: the CallerID part of the INVITE is stripped by default from the FROM field. If you enable Preserve Caller ID, then it will not be stripped

  1. Media Handling:

    1. Secure RTP: provides message authentication and integrity, encryption and replay attack protection to RTP data

    2. Dynamic Transcoding: allows for automatic switching to a different format or bitrate without compromising on the original quality

    3. Codec Limit: enabling this feature will display a list of available codes. Only those selected will be able allowed by the Portal for this Outbound Connection

  1. Performance Notifications (trigger):

    1. This feature will allow you to sample data and send notifications for performance metrics. Performance Notifications can be stacked on top of each other and multiple can be set for the same metric.

      1. To create a Performance Notification:

        1. Provide a Name

        2. Select a Type:

          1. Attempts

          2. Completions

          3. Minutes

          4. ASR

          5. ALOC - (Average Length of Conversation)

          6. Revenue

        3. Set a Condition:

          1. Equal

          2. Less Than

          3. Less Than Equal

          4. More Than

          5. More Than Equal

        4. Provide a triggering Value

        5. Set the Trigger Frequency or the amount of time in minutes that a Performance Notification trigger will reoccur

        6. Set a Time Frame:

          1. Always

          2. Custom

            1. Start Time

            2. End Time

            3. Select days of the week

        7. Click on Add Trigger

  1. Expert Settings:

    1. Signal Manipulation: refers to the ability to manipulate the ANI, DNIS, SIP Code or IP in the header using regular expressions (regex)

      1. To manipulate:

        1. Select a Header from the drop-down list

        2. Provide a string to match with in the Match field

        3. Provide a string to replace the matched string with within the Replace field

        4. Click the Add Manipulation button

    2. Route Advance: given a list of HTTP status codes, you can set up routing based on the responses received. Route Advance Logic converts all codes mentioned in the regex to a 503. If you remove a code from the regex you will return that code back to the customer. Find out more about Regular Expressions here.

Click Save Changes to save the Connection

Managing Connections

Management of Connections can be best achieved through making use of the tag feature to provide for the best search experience. Once you have located a Connection you can perform many actions:

  1. Modify

    1. Click on the Connection Name in the Name column or the grey Pencil icon in the Modify column

    2. Edit the general information and inbound/outbound settings

    3. Click the Save or Save Changes button


  2. Enable/Disable

    1. Click the toggle in the Status column to enable and disable a Connection

  3. Delete

    1. You can delete a Connection or trunk group within by clicking on the grey Trash icon at the right of the list item in Modify columns

Numbering

The Numbering page allows for adding DID or Toll Free numbers individually or as a list to load to the Routeplan of an Inbound Connection.

Adding a Number

When adding a new Toll-Free or DID number you will encounter many features such as tagging, number forwarding/manipulation, failover and E911 settings.

To add a number:

  1. Click on Add Number button to open a new Number entry pop-up window

    1. Provide a Number (Toll-free/DID)

Validation

Click on the Validate button to ensure the number is valid by displaying the Number Type, Country, State/Province and City

Set Inbound Connection

Set Tags (for identification/search)

  1. Set Call Forwarding option (when necessary):

    1. Click on the Forward Number toggle

      1. Provide the number you would like to forward as

      2. Select a Connection you would like to forward from

  1. Set Number Manipulation option (when necessary):

    1. Click on the Number Manipulation toggle

      1. Provide a different number that you would like the Portal to rewrite to show as

Click on the Add Failover button to move onto the optional Failover settings.

It cannot be used in conjunction with the Forward Number option. To provide number forwarding upon failover, select the “Number” Failover Method in the following steps

  1. Click the Connection Failover toggle

    1. Set a Failover Method

      1. Connection

        1. Select a Connection from the drop down list that you would like the Portal to failover the number to in the case of an error/failure

  1. Number

    1. Select a Connection from the Failover Connection drop down list that you would like the Portal to failover the number to in the case of an error/failure

    2. Provide a number in the Failover Number field to enable the Portal to show this number in the case of an error/failure

  1. Click on the Add Emergency button to move onto the Emergency (E911) settings

    1. Click on the Enable Emergency Services toggle

      1. Select an Address from the drop down list. This address list will include any previously entered and validated addresses from other number entries

  1. To add a new address

    1. Click the Add New Address button

    2. Fill out all required fields

    3. Click the Save and Select button

Select a notification recipient from the drop down list. This recipient list will include all emails from across the HyperConnected Portal

  1. To add a new recipient

    1. Click the Add New Recipient button

    2. Fill out all required fields

    3. Click the Save and Select button

Click on the Finish Editing button to save your new number entry

Note 1: When you click the Save and select button in the adding a new address process, the Portal will validate it with Bandwidth INC. Once the address has been validated it will appear in the drop down list.

Note 2: Emergency Services may be tested by dialing 933. If 911 is dialed, emergency responders will be notified.

Note 3: If 911 is dialed from a non-registered number, a penalty rate will be imposed. To avoid this, add non-registered numbers as connection type “911-only” in the system.

Uploading Numbers

Adding and uploading multiple numbers at once requires you to create a .csv file with the following fields:

An example file can be downloaded from the Upload Number pop-up window:

Once you have updated your document, you can upload your file by:

  1. Clicking on the Upload Number button in the top right corner

    1. Select the (Inbound) Connection you would like to configure the numbers to from the drop down list

    2. Select the Upload Option

      1. Delete & Insert

      2. Append

    3. Click on Select File and choose your updated .csv file

      1. After selecting your file, in the pop-up window click on Upload

Managing Numbering

Management of number entries can be best achieved through making use of the tag feature to provide for the best search experience, short of searching a number itself. Once you have located a number or set of numbers you can perform many actions:

  1. Modify

    1. Click on the number in the Number column or the grey Pencil icon in the Modify column

    2. Edit general information and features (tags, forwarding, failover, emergency, etc)

    3. Click the Save or Finish Editing button


  2. Export

    1. After clicking on the Export Table button located in the top right of the Numbers tab, provide a name for the resulting .csv file into the pop up window

    2. Click the Export button to begin downloading a .csv file containing all the numberings

  3. Enable/Disable

    1. Click the toggle in the Status column to enable and disable a number entry

  4. Delete

    1. You can delete a numbering entry by clicking on the grey Trash icon at the right of the list item in the Modify column

Reporting

The various tabs under the Reporting page allow for a comprehensive reporting system which can generate interactive graphs and tables of data based upon the direction of a call and either preset (quick ranges) or custom date ranges. Each tab within the Reporting page acts to sort the reported data based upon certain parameters.

Call Directions:

Inbound (termination)

Outbound (origination)

Reporting tabs:

  1. Connection

    1. Sorts the reported data by:

      1. Customer or Vendor

      2. Connection

      3. Country

    2. Allows you to generate an interactive graphs for each metric by clicking on the value in the table (total calls, minutes, spend, etc)

  2. Location

    1. Sorts the reported data by

      1. Country you are sending a Call to or from (depending on Call Direction)

      2. Destination Network

      3. Connection

  3. SIP code

    1. Sorts the reported data first by Connection and then by SIP code

  4. Carrier

    1. Sorts the reported data by:

      1. Connection

      2. Carrier (based upon OCN)

  5. City

    1. Sorts the reported data by:

      1. Connection

      2. City (based upon LATA)

The reports contain the following metrics:

  • Attempts

    • Amount of attempted calls

  • Completions

    • The amount of completed calls

  • Completed Calls

  • Total Calls

  • Minutes

    • The amount of minutes completed on calls

  • ASR %

    • The answer-seizure ratio

    • The percentage of telephone calls which are answered

  • ALOC

    • Average Length of Calls in minutes

  • Spend

    • The amount of cost supported in the specified time frame

  • SDR

    • The percentage of calls with a duration of under 6 seconds

  • MOS

    • Mean Opinion Score

    • This score is auto-generated within the backend of the HCP; see the glossary for more information.

Debugging

The Debugging pages contain the diagnostic tools for the HyperConnected Portal.

CDR Search

A call detail record (CDR) is a data record produced by that documents the details of a telephone call or other telecommunications transaction that passes through the HyperConnected Portal. This Debugging tool enables you to filter through and retrieve CDRs.

After you identify the Connection and Call Direction by selecting the appropriate options from the drop down lists. All combinations enable you to retrieve CDRs, though you can further refine your search with the following filters:


Search Range (quick ranges or date range calendar)

ANI

Dialed Number

Sortable columns include:

  • Date

    • The date and time the call took place

  • ANI

    • The “from” number for the call

  • DNIS

    • The “to” number for the call

  • SIP code

    • SIP responses specify a three-digit response code, which is one of a number of defined codes that detail the final status of the call

  • Cause

    • Reason phrase for the SIP code

  • Duration

    • Duration of the call

  • Connection

    • A network configuration between your company and your customers.

  • Cost

    • Cost of the call

  • PDD

    • Post Dial Delay

  • Trace

    • Download Trace Link (.pcap)

  • Actions

    • Download CDR button (.csv)

Note: for more information on these terms see the glossary.

Live Calls

The Live Calls debugging tab enables you to see the currently connected calls on your network and terminate them if necessary. You can filter the list of current calls using the following filters:

Connection

Call Direction

Search a duration, ANI or DNIS

Actions available:

Click on the Refresh button to update your results in case calls ended and others have started

Click on the Kill Call icon to terminate a call

The Live Calls tab reports on the following metrics:

  • Connection

    • A network configuration between your company and your customers.

  • Start

    • The start time of the call

  • ANI

    • Automatic Number Identification

  • DNIS

    • Dialed Number Identification Service

  • Duration

    • How long the call has lasted

Call Recording

Note: Only use this feature if you have a legal requirement or expressed consent from both parties.

The call recording tool can be found in the Recordings tab on the Debugging page. All fields are searchable and all entries can be modified, deleted and accessed from a single column.

To create a new Call Recording entry:

  1. Click on the blue Add Number button

  2. Add the target ANI or DNIS, the phone number you want to capture the recording for into the Number field

  3. Optional: add an identifying note

  4. Select the time frame for when you want to capture recordings

  5. Click on Create

To modify a Call Recording entry:

Click on the grey Pencil icon

  1. Make desired changes

  2. Click Save changes

To delete a Call Recording entry:

  1. Simply click on the grey Trash icon

  2. Then click Yes

To access recorded calls from each entry:

  1. Click on the grey Folder icon

  2. Locate the recordings you would like to access in the popup window

  3. Click on the grey Download icon in the Recording column on the far right to start downloading each recording (RTP .pcap)

CDR Export

This tab enables you to view and download previous CDR exports. Simply click on the Download icon in the Actions column once the export has been completed. Exports can be made on the CDR Search tab.

Account

General

The following pages in the General section allow you to configure your company’s HCP profile. The changes here affect all users and functions.

Note: You can only access/edit these pages if you have “Account” privileges. See this section for more information on privileges.

Company

To access the general company settings and information page navigate to the General page in the Account section which is located in the left-side navigation bar.

You can change the following information on this tab:

  • Company Name

  • Phone Number

  • Website Address

  • Physical Address

The company logo will be displayed on Invoices. To upload a logo:

Click on the add logo image button located in the top left of the page

  1. Choose your file in the explorer

  2. Press OK

From the company contacts section, you can:

  1. Create a contact

    1. Provide a name, email, phone number and define the account notifications to be received

Click on the Add Contact button

  1. Modify a contact’s account notifications

    1. Notification Types: Voice, Data and Account

    2. Modification is possible by:

      1. Clicking on the grey Pencil icon in the Modify column

Clicking the voice, data, and account notification buttons in the Notifications column

  1. Remove a contact

    1. Click the grey Trash icon to remove a contact


Logins

We strongly recommend creating a new login for each user who needs access to the Portal:

Navigate to Account section and click on the General page

  1. Then click on the Logins tab

  2. In the top right section of the Logins pane, click on Add Login

  3. Provide the first name, last name and email address

  4. Define the Portal user’s privileges:

    1. Dashboard

    2. Voice

    3. Data

    4. Account

    5. Support

  5. Click Add Login

Upon creating a new Portal login, the account holder will receive an email with a link to reset the password to start the initial login process.

The Logins tab also contains administration options for each Portal user account. This tab allows you:

  • To search and export a table of all accounts

  • View the last login and Date/Time an account was added

  • Enable/disable an account with a single toggle

  • Modify the privileges of an account by clicking respective icons

  • Modify an account by clicking the grey Pencil icon

  • Reset a password by clicking the grey Reset icon

  • Delete an account by clicking the grey Trash icon

Any changes made by users in the Portal will have their name associated in the Audit Logs tab which is also located within the General page.

You can use the Privileges column’s icons to grant and revoke access to your employees, ensuring smooth on-boarding, off-boarding and administration procedures.

Privileges

The checkboxes shown when creating a new login or the various buttons in the Privileges column on the Logins page will allow you to define the scope of a user accounts access to different sections of the Portal:

  • Dashboard: allows a user to access the Visibility and Dashboard section.

  • Voice: allows a user to configure the Connections, Numbering, Reporting and Debugging pages located under Voice on the left-side navigation bar

  • Data: allows a user to access the data section (that is coming soon!) located under Voice on the left-side navigation bar

  • Account: allows a user to view and edit company information in the General and Billing pages located under Account on the left-side navigation bar

  • Support: allows a user to view, reply to and close support tickets in the Ticketing page located under Support on the left-side navigation bar

Audit Logs

This page allows you to see a list of all the actions that have taken place in the Portal. From here you can:

  • Sort logs of user actions by section

    • Dashboard, Voice, Data, Account and Support. See privileges for more information on modifying user access to these sections of the Portal

Search the selected section

Export the list of logs

You can view the following information for each section:

  • Date/Time

  • Type

  • Action

  • Modifier

  • Section

  • Comments

Billing

Coming soon!

Support

The 46Labs support team is always available to help with issues you may run into. This section of the HyperConnected Portal will allow you to seamlessly integrate with the team and find the knowledge you are looking for.

Ticketing

Support tickets can be managed from within the Portal. While we do mainly send email notifications from our support department this section will allow you to:

  1. View, search and export ticket details such as:

    1. Ticket ID

    2. Subject

    3. Department the ticket was assigned to

    4. The date the ticket was opened

    5. Which Portal user opened the ticket

    6. Status

    7. Severity

  2. The modification pane allows you to view and post replies and upload attachments:

    1. To view/modify a ticket

      1. Click the blue subject lines

      2. Click the grey Pencil icon in the actions column

  1. Close a ticket:

    1. Click the grey Trash icon in the actions column



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