Call us at: 800.713.8353 or 972.713.6622

TAS Knowledge Base

< All Topics
Print

Getting Started with Fox TAS

Getting Started with Fox TAS



How to Create a New Agent User


Step 1. Located on the left-hand side of your page, click on the Users icon from the menu.



Step 2. On the Users page, click Add Agent located to the right of the page.



Step 3. Fill in all the empty fields in the add agent form. For the password, you can create your own or, click on the key icon to generate a random password.




Step 4.
Click on Add user to finish and move on to the final step.

Step 5.
The Edit Agent modal pops up after clicking on add user. Choose a SIP account that is going to be your agent’s phone extension. Click on update to finish adding the new agent.




How to Set Up an Email Account

You can skip to How to Add a New Client Account if you do not have an email account to set up. This step will be necessary if you wish to add your own domain for emails.  Alternatively, you may use our default email server and set the “reply to” address to your own email.


Step 1. Click on the gear at the top right-hand side of the page. 

Step 2. Next, choose SMTP configurations from the gear menu. 



Step 3. At the top right of the page, click on + ADD SMTP SERVER. 

Step 4.  Add your email server details in this form and then click on save. It must be a domain that you control.  Web-hosted accounts such as Google and Yahoo accounts are not compatible. If you use a gmail or yahoo account, you’ll have to use our default server and use your email in the “reply to” box.





How to Add a New Client Account

Before going live, you’ll need to make sure your client’s phone number is forwarding to the number assigned to your client. This is important for the setup of the new account and for getting inbound calls from your client’s customers.
 

Step 1. On the left-hand side of the page, click on Client Accounts. Then mouse over to Add Account on the top right of the page. 



Step 2. First, add the client details

  • Type in the client’s first name, last name, email, password, and company name. 
  • DID number –  Select an available number that will become the inbound number tied to this client. Setting this up allows you to receive inbound calls from your client customers. Your client must forward their inbound number to this number when they’re ready to go live so you can receive the calls for them. 
  • The account number is the DID number you chose for the client. 


Click on continue to set up the general details.

Step 3. The next step is to add the client’s general details.

  • Select the client’s time zone.
  • For the outbound caller ID, you may use the default number on your account by leaving it blank. (Find the default number by clicking the gear icon at the top right of the page. Then select system settings and click on outbound caller ID to view the number.) You may also type in any valid number you own for the outbound caller ID. For example, you may instead use a cellphone or main business number. 
  • Adding the client website and notes is optional. 


    Click
    continue to set up the primary contact details.

    Step 4. The third step is to add the primary contact details. Check the use the client’s name and email to auto-fill info from client details. Leave the check box empty if you want to add different contact info. 



    Click
    continue to set up the billing address. 

    Step 5. Add billing information (if applicable) for the new client account. 


    Click
    continue to save and move on to the final step. 

    Step 6. The last step is to set up the SMTP credentials (email account).

    If you select
    default in the SMTP credentials:

    • Any outgoing emails are shown from messages@tascalls.com. This email cannot be changed.
    • You may add a preferred reply email address in the reply to email field. Outgoing messages are from messages@tascalls.com, and replies use your email address.
    If you are using your own SMTP email account click on the drop down to find and add your email account that you already configured via the settings.  




    Step 7. Click on finish to save your new client account. 

     





    How to Edit the Greeting, Special Instructions & Call Script



    Step 1. Once you finish creating a client, you can click the “edit” button to open up the Home tab where you’ll find the Greeting, Call Script, and Special Instructions.



    Step 2. Add the greeting by clicking on the pencil located to the right of the greetings box. 

     



    Type in the custom greeting for your client’s customers.
    Agents can see this greeting when getting an inbound call for your client. Click on save to keep your new greeting. 

    For example, “Thank you for calling {{account.company}}, this is {{agent.firstname}}, how may I help you today?”



    Step 3. Next, add the call script. Click on the pencil at the top right of the call script box to start editing the script. 



    Use the field manager on the left to create an empty text box. Use the system variable on the right to insert info into such as the agent name or account details. 



    When a live call comes in, agents can use the field to type in the customer’s replies. See how the field’s become an empty text box. 



    Step 4. Add some Special Instructions for agents to use as a guide for handling calls. Click on the pencil on the special instructions box. Add instructions or helpful reminders of how to handle calls. Click on Save. 




    How to Edit the Default Message Template



    Step 1. Let’s make a default message template for a client account. Click on client accounts, on the TAS dashboard to the left.



    Step 2. Choose the account you want to make an email template for and then click on the pencil icon. It will appear when you mouse over the account name. 



    Step 3. On the client’s detail page. Select Message Template located on the top right of the page. 

     

    Step 4.  Type in the subject and contacts you wish to send this message to as a default.  You may enter multiple contacts with both SMS numbers for texting and email addresses. Use the fields wrapped in curly brackets from the script to auto-fill the caller’s details. This is super handy when sending emails because it places notes from the script into the message. 




    Step 6.
    Click on save when you are done editing your default email template. 





    How to Add Additional Contacts in Your Client Accounts



    Step 1. Click on client accounts from the TAS dashboard. 



    Step 2. Choose any client account from the list and then click on the pencil. The pencil shows when mousing over the account’s name. 



    Step 3. Select Contacts, near the top right of the page. 

     

    Step 4. Click on + ADD CONTACT to view a form. 



    Fill in the contact info. Click
    save to finish adding the new contact.




    How to Pull a Report


    Calls Report – Shows call stats by phone number, agent, account, and date range. You can also view call duration, dispositions, and work duration.

    Account Summary – This will be useful for billing purposes.  View call counts such as total calls for inbound and outbound, total call, and work duration. Texting and email totals are also found in this report.

    Agent Report – This report shows detailed agent calling stats such as total calls attended, hours worked, call times, different types of handled calls, and much more.



    Step 1. On the left-hand side of the TAS dashboard, select Reports & Statistics to open a new page.



    Step 2. Click the call reports tile. 




    The call reports let you filter and view call records by the caller’s number, agent, account, and date range.
    Click on CSV EXPORT to download your call records. 



    Step 3. Click on the back button of your browser to view the report dashboard and then click on the account summary tile. Or you can also click on reports & statistics and then choose the account summary tile.



    On the accounts summary page, you can view reports using the account type and date ranges. Click on CSV export to download a copy of the call data. 



    Step 4. Click on the back button of your browser to view the report dashboard and then click on the agent report tile. Or you can also click on reports & statistics and then select the agent report tile. 



    You may search for a specific agent or leave it blank to view all agents. You may also search by account and use a date range. Click on CSV export to download a copy of your agent calling details. 



     

    How to Use the Agent (Operator) Screen and Start Handling Calls



    How to Login to the Agent Screen


    There are two different ways to login to the agent (operator) screen.  Agents should follow the link provided to you to access the login page with the credentials you’ve provided them with. As a manager, you may log in as an agent from the manager portal by clicking the “Switch User” icon. This will open the agent screen in a new tab. 


    TAS Agent Dashboard

    On the TAS Agent dashboard, you can view stats in the calls handled by me widget. This section shows total calls today and calls from the last 7 days. Below that is my calls handled by client widget, where you can view the total calls taken for each client account. If you click on more at the top right of this tile, you will see a new page with details of each call handled. The top right tile is the daily call volume which details the total calls per day and for the past 7days. My Follow Ups shows a list of follow-up calls set up by phone number, client account, and due date. If you click on more, you can see a larger list of follow-up calls for all agents.


     
    TAS Agent Dashboard Settings


    Set your status to ready or pause by selecting the green arrow icon. You are paused when you see the orange stop icon. You can also hover over this icon to view which status you are in. To change back into ready, click on the orange stop icon. You cannot receive or make any calls while paused. 



    Click the home icon to return to the dashboard. 



    View recent call history by clicking on the user/clock icon. 



    Check missed calls by clicking on the phone. 



    When you click on the user icon, a menu shows with settings such as the user profile name, set a status, change password, set dark mode, and sign out.
    To log off, select sign-out. 





    TAS Calls Bar

    The Incoming calls menu shows all inbound calls.

     


    The Ongoing Calls
    menu shows the answered or active calls. 




    Lastly, the Team Chat is available to send messages to team members. 




    How to Start Receiving Calls

    Receiving an Inbound Call

    Getting an inbound call is pretty easy once you’re logged in. First, make sure you are not paused and your status is set to ready. Click on the green icon to show you are ready to take calls. 



    Make sure your USB headset is connected and ready to use. When a call comes in, you’ll first hear an inbound ringing sound.
    Unanswered calls show in yellow. 




    How to Answer an Inbound Call 

    Answer a call by clicking on the green phone button. 


     
    Reject an incoming call by clicking on the red phone.




    Handling an inbound call. 

    The caller’s tile will change from yellow to green after answering a call. A set of buttons for handling your call will also show below the phone number. Once connected, you can see the caller’s number and which client account they belong to.



     

    Put the caller on hold by clicking on the pause button.



    Click the microphone to place your caller on mute.



    Hang up the call by clicking on the phone.



    Blind transfer
    a call when clicking on the arrow. 



    Warm Transfer a call when selecting this symbol. This will bring up a list of contacts to transfer to.
      You can place the caller on hold to speak with the client contact before transferring the call. 




    Use the
    dial pad to enter extensions or navigate through a call menu. 




    Merge
    a call when you click on the merging arrows. 




    Bring up the Message Box when choosing this mail
     symbol.

     



    How to End a Call

    When you select the end call button, or your customer hangs up, there will be a final step to complete the call. Each call ends by selecting a call disposition. The disposition defines the result of your call. Click on a disposition from the list and then select the complete button to finish your call.  If you select Follow Up, it will prompt you to choose the follow up duration.