Voice
Can I remove auto-tags?
Yes, you can do so by clicking onbutton on the tag you want to remove.
How to enable or disable auto-tagging?
Step 1: An Admin must sign in. Step 2: Click on the Settings tab. Step 3: Go to account settings. Step 4: Click on ‘Auto-tagging enabled’ toggle to be switched to on or off. Step 5: Click on ‘Update’.
How to access call Auto-Tags from the Show Page?
Step 1: Log in to Maqsam and click on the ‘Calls’ tab. Step 2: Scroll to the call you want to check. Step3: Click on the call ID. Step 4: Once you click on the call ID, you will be redirected to the call show page. Step 5: You can view the auto-tag ...
How to access call Auto-Tags for Calls Page?
Step 1: Log in to Maqsam and click on the ‘Calls’ tab. Step 2: Scroll to the call you want to check. Step 3: Click on the icon. Step 4: Once you click on this button, the row will expand to show you the call tags. Step 5: You can view the auto-tag ...
How do I deactivate a user?
By deactivating a user, it will be move to the “Inactive” tab of the Users page. If the user was an agent’s account, you will no longer be charged on it. You can deactivate a user from your account by following the below steps: Go to User’s page ...
How to filter calls?
Navigate to Calls page and click the Filter button to the right of the page. Filter: The filter option allows admins and agents to find calls based on call properties and metrics mentioned above in addition to tags and call states such as; Call type, ...
How do I add a new user?
Step 1: Login to Maqsam portal with an Admin username Step 2: Navigate to Users tab Step 3: Click + New User button Step 4: Fill in the required fields with new users' information.
How to assign Groups for inbound or outbound calls?
In order to assign groups, kindly contact support@maqsam.com informing them of the below information: Group name Maqsam number you want to assign the group to. Choose if you want to assign the number for inbound/outbound on the number.
How do I create a group?
Stage 1: Creating the group Step 1: Log in to your Maqsam Portal Admin Account using your Username and Password. Step 2: Go to Groups tab. Step 3: Click on + New Group. Step 4: Choose the name of the group and Save. Stage 2: Adding agents to a group ...
How do I create conferences?
In order to allow conference API on your account, follow the steps below: Step 1: Contact Maqsam support at support@maqsam.com to enable API access on your account. Step 2: Generate |access_key_id| and |access_secret| combination from the account ...
How to set a priority contact in Phonebook?
Option 1: You can set a priority contact when creating a new contact Option 2: From the phone book turn on the toggle for priority
How to add contacts to Phonebook in Maqsam?
Step 1: Log in to the Maqsam Portal using your username and password. Step 2: Click on the Phonebook tab. Step 3: Navigate to the Contacts section. Step 4: Click on the Add Contact button to add a new contact. Fill in the contact details, including ...
How do I create lists in the phonebook?
Step 1: Login to Maqsam using your Username and Password. Step 2: Navigate to Phonebook. Step 3: Click Lists and click + New List. Step 4: Add List Name and select Contacts to be added to the lists and click Save.
How to create Inquiries?
In order to allow Inquiry API on your account, follow the steps below: Step 1: Contact Maqsam support at support@maqsam.com to enable API access on your account. Step 2: Generate |access_key_id| and |access_secret| combination from the account ...
Can I share call recordings with other team members?
Yes, you can share call recordings with other team members by downloading the recording or providing them with access to the Maqsam portal.
Is there a limit to the size of the recordings I can have on my account?
No, Maqsam has no limit on the size of recordings you can have on your account.
How long are call recordings stored in Maqsam?
Call recordings are stored in Maqam indefinitely.
Can I transfer a call to multiple agents or departments at the same time?
No, you can only transfer a call to one agent or department at a time.
Can I transfer the call and have the chance to explain the case to my colleague?
Yes, you can use our “Warm transfer” and have the chance to discuss with your colleague before finalizing the transfer.
Can I transfer a call to an external phone number using Maqsam?
No, you can only transfer a call to one agent or department who are users on Maqsam.
Can I have multiple numbers on the same account and use them from the same dialer?
Yes, Maqsam provides numbers in more than 200 cities around the world and will be able to break down the borders between you and your clients no matter where they are located.
Do I need any special equipment to use the Dialer?
No, all you need is a computer or mobile device with reliable internet connection.
Can I specify different ACW time for both inbound and outbound calls?
Yes, you can choose the time needed for each type of call as needed for your agents. To configure ACW settings, follow these steps: Step 1: Log in to your Maqsam account using your username and password for an admin account. Step 2: Click on Settings ...
Is there any additional cost associated with using internal calls?
No, this feature is free of charge.
What if the callee doesn't pick up an internal call?
In this case, the internal call will be logged as "No Answer." and will be filtered in the Calls Page under "No Answer" internal state. Step 1: Navigate to Calls Page Step 2: Click Filter Step 3: Under Internal State click "No Answer" Step 4: Click ...
Will internal calls have recordings?
No, internal calls are not recorded.
Can I turn off internal calls for specific users?
Yes, admins can enable or disable this feature per role. It can be turned off for specific users by updating the permissions of their role. To disable internal calls for a specific role: Log in to the Maqsam portal as an administrator. Navigate to ...
Can I limit the duration of internal calls?
Step 1: Login to your Maqsam Portal Account using Username and Password. Step 2: As an Admin for the Account, Click Settings Step 3: Under General Settings, Scroll down for the option Internal calls timeout (seconds). Where you will be able to adjust ...
How do I enable internal calls for my account?
In order to activate the internal calls feature, an Admin of the Account needs to enable internal calls for the Agents, with the following steps. Step 1: Login to your Maqsam Portal Account using Username and Password. Step 2: Makes sure internal ...
How do I set a default phone number for calling in Pipedrive?
To set a default phone number for calling in Pipedrive, follow the following steps: Step 1: Go to the Tools and Apps section in Pipedrive portal, Step 2: Select Phone, and change the settings to Default phone calling handler as the Default Phone ...
How to activate the Call Tagging feature?
Step 1: In order to be able to assign call tags to calls an Admin user accounts should create Call Tags in Settings under General Step 2: Navigate to Call Tags and create tags. Step 3: Once tags are created Agents, Supervisors and Admins will be able ...
How to edit tags?
To edit tags from the Calls Page: Step 1: Navigate to “Calls” page from Portal Step 2: Click on the tag icon of the instance, and you will be able to add, remove and edit tags from the Calls Page, clicking on the call ID will allow you to edit the ...
Can I add tags to calls made long time ago?
Tags can be added, removed, or modified retrospectively to any call record within the system
Can I filter calls that don't have a tag?
Yes, untagged calls can be filtered from calls page by following these steps: Step 1: From Portal navigate to “Calls” page and click “Filter” Step 2: Under Properties, select the icon “Untagged” Additionally, you can add tags to untagged calls or ...
How many tags can a User assign to a call?
Users can assign as many tags as needed to a single call, with no maximum limit.
How many tags can an Admin create?
Admin and Supervisor user accounts are able to create as many tags as they need, its unlimited. To create new tags Step 1 : Login to Maqsam Portal using Username and Password Step 2 : As an Admin or Supervisor navigate to Settings . Step 3 : Under ...
What is call filtering and how do I use it?
Call filtering is an option that allows you to find a certain call or group of calls easily, without having to search through all the call history to find it. To use call filtering, simply access the Calls Page, click on the "Filter" option, and ...
What information can I find on the Calls Page?
Under this tab, you can find all calls performed in the system historically from the beginning of time up until the viewing moment, where all calls can be viewed, listened back to, or downloaded. You can also find information related to the calls, ...
What is the Calls Page?
The Calls Page in Maqsam allows you to view and manage your call history, recordings, call tags and other call-related data. You can view, listen to, or download all calls, as well as filter calls based on various attributes.