Help Center

Customer portal

TOOLS - Blocked Numbers

The Blocked Numbers tool will allow you to block certain phone numbers coming into your system OR stop outgoing calls going to certain phone numbers at your discretion    How to block a number   select the Add Number Button         (...

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Extension Breakdown & Rules for DDI/Internal Calls

Once the extension has been added to the account & the agent/device is paired to the extension Please see - Associating the extension with the user   Here, you can change the rules and how the extension acts,these rules are used for when...

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Associating the extension with the user (for use with the Desktop or Mobile App)

Once the extension has been added to the account, the person intended to use the app must be paired/associated with the extension for use. Please also see - Adding & Removing an extension from your account (via the portal)     PLEASE NOT...

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Adding & Removing an extension from your account (via the portal)

If you are adding a new user or physical phone to the account, you must add an extension to the account. please also see - Associating the extension with the user (for use with the Desktop or Mobile App)   PLEASE NOTE - if you are unable...

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Uploading an announcement from an audio file.

Uploading an announcement from an audio file. If you already have an audio file that you wish to upload into the system, you can follow the same steps as above and, at the last step do the following: Press the Choose File button and se...

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Call Tags in the IVR

Call Tags can be added before hitting the hunt group / queue, this will allow the tags of the call to be shown in the call logs   PLEASE SEE ALSO - Making Notes & Tags on the Desktop App         the call tag will then appear on the port...

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Recording announcement from a phone handset.

How to record announcements using your handset.   Note: To use this function, you must know the system PIN, which by default is 123456. Please check your system code. If you already know the number of the announcement you wish to record,...

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How to apply your announcement in the IVR menu

In this example, we apply a pre-recorded greeting announcement within the IVR. 1. Log in to the NUACOM customer portal. Navigate to Settings > IVR Menu.  Scroll down to ‘Greeting’. Click on the selection box to select the announcement ...

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Call Log Breakdown & Explanation (Via the Nuacom Portal)

Within the Call Log section of the portal, you can search by (but are not limited to) the following filters: Date Range (see below) Call Type / Direction (see below) Call Duration  Search by Extensions   Search by Numbers Search by Queu...

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Recording Announcements - Text-to-speech

NEW feature! Text-to-speech Please see our new Text-to-speech feature, where you can convert your message from text to an audio file. Navigate to the Nuacom portal at app.nuacom.ie, Go to-->>Settings-->> Announcements. Click on the "Add...

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Assigning Multiple Outbound Caller ID's to Non-Admins

See Also - How to change the Caller ID for outbound calls   This feature can be used for Non-Admin agents/users on your account using the NUACOM app who wish to use different Caller ID's/outbound numbers from your current list of phone n...

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How to add or top up the SMS bundle

1. Log in to the NUACOM customer portal. 2. In the top panel, select 'Mobile Text' 3. Navigate to SMS Top Up Tab 4. Select the package you wish to use      5. If a card has been previously used, you can select this in the dropdown (high...

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How To Set Up The Live Call Coaching Feature

An important feature for a call center manager is to be able to assist their team in real-time. It means, being able to engage with their staff during their calls and assist them in solving customer inquiries in an ideal timeframe, with ...

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Enable your custom music on hold per extension

Multiple MOH is possible on the account. Only one MOH class is possible per extension. Here is a link to the extensions settings page. Click on the extension in question and select the desired MOH, Click "OK", done. If you do not have yo...

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How to set up custom music on hold.

By default, the Nuacom system has generic music on hold, you may want to have your own. Here is how to set it up. To add your own music on hold (MOH) you need to create a music class, this is like a folder where your specific MOH will be...

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How to set a Callee announcement.

The Calee announcement is heard by the extension/agent when a client calls into your business and the call is routed to this queue, this allows you to answer differently, depending on the source of the call.   Please have the announcemen...

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How to enable “Display queue name” on a queue.

Please give the queue a name. Click on the "Display queue name" select "Yes", Save/Update the queue.

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How to set priorities for the agents.

The priority is used to group your queue members and have different "levels". It will start with the lowest level (default level "0"), and in case all those are offline or busy, it will "overflow" to the next level. For example, you can ...

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Adding Agents/Extensions to the Queue

To add an Extension to a Queue, press Manage Agents: Select the desired agents. Save the queue settings to take effect by pressing Update at the bottom of the queue interface. Wait for 3-5 seconds. Saved!  

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System queues

Introduction Queues are the logical, geographical groups of your agents or a mixture of both. This is where most of the incoming calls will end if answered. Queues include multiple settings that may be used to distribute the calls evenly...

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Setting up a new user and using it with NUACOM desktop app

Login into the NUACOM portal and add a user for each person who is going to use the desktop app. “Settings” -> “Users”. When adding a user, indicate which extension number they should use with the app, this can be the same extension num...

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Recording the System Announcements.

NEW feature! How to record/create text-to-speech announcements.   One of the most popular features of NUACOM is the IVR (Interactive Voice Response), an automated pre-recorded voice menu (Call Flow). IVR interacts with callers, gathers i...

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Opening Hours Override Feature

This is a handy feature which allows you to manually switch between open and close modes. This feature is useful if your business does not have fixed opening hours and you want to manually activate these modes. Please note that you activ...

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How to change the Caller ID for outbound calls

See Also - Assigning Multiple Outbound Caller IDs to Non Admins   These instructions are for the Nuacom customer portal, accessible at https://app.nuacom.ie/. Remember, you'll need to have a Nuacom account to log in. Once you're logged i...

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