Admin and NON- admin user access matrix

 📘 User Permissions & Access Control Overview Our platform supports two primary user roles— Admin user and Non-Admin user—with fine-grained permissions to control what features and data each user can access. This article explains how tho...

• Updated July 16, 2025 11:56

SMS Missed Call Notifications

Introduction The SMS Missed Call Notifications tool allows you to automate the process of sending mobile text messages to callers when you miss their calls. This ensures quick communication and enhances customer engagement by acknowledgi...

• Updated December 12, 2024 14:26

AI Call Analysis Settings

Activation To activate the AI Call Analysis, log in with your admin account, head to Settings -> Account Settings, and locate the AI Call Analysis tab. The feature can only be activated by the account holder or the account admin. For the...

• Updated May 20, 2025 13:45

Tag Management Tool

  Call tagging is helping companies extract valuable insights from their call history but offering the ability to every calling agent to add a new tag could lead to wrong or duplicate tags, resulting in less valuable insights.To make ca...

• Updated May 03, 2024 13:49

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         (...

• Updated November 06, 2023 15:33

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...

• Updated September 18, 2023 13:47

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...

• Updated May 10, 2023 08:35

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...

• Updated May 10, 2023 08:35

Recording announcements using the portal and the phone handset.

  You will need the NUACOM portal login details and an available extension to record your message. 1. Login into the NUACOM portal at app.nuacom.ie 2. Go to Settings -> IVR Menu           3. If you have multiple IVRs, choose the IVR you ...

• Updated January 27, 2025 14:59

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...

• Updated April 14, 2023 15:06

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...

• Updated December 06, 2024 08:57

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,...

• Updated April 14, 2023 14:54

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 ...

• Updated April 06, 2023 16:09

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...

• Updated November 06, 2023 12:01

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...

• Updated April 14, 2023 15:30

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...

• Updated August 22, 2022 12:04

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...

• Updated October 28, 2022 10:32

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 ...

• Updated December 13, 2023 16:06

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...

• Updated August 24, 2022 09:13

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...

• Updated August 24, 2022 09:13

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...

• Updated August 24, 2022 09:26

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.

• Updated September 24, 2021 14:49

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 ...

• Updated April 09, 2024 14:51

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!  

• Updated April 05, 2024 14:45

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...

• Updated April 09, 2024 14:52

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...

• Updated December 13, 2023 16:19

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...

• Updated May 03, 2023 15:23

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...

• Updated December 13, 2023 16:08

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...

• Updated March 26, 2024 11:30