The net2phone Canada Sonar portal’s "Sites" feature is designed for larger organizations with multiple branches, allowing the assignment of specific groups of users to designated locations. The Site Manager user type offers mid-level managerial access, enhancing internal security, providing multiple location distinctions, and enabling tiered management.
Quick Review of Sonar User Types
Each role in the Sonar portal serves a distinct function.
Office Managers have full administrative access to manage the entire organization, including all users and setting
Call Center Supervisors have full access to all call center-specific metrics, such as call queues and performance statistics. Office Managers assign specific call queues for supervisors to manage.
Are assigned to specific locations within the organization and control the users assigned to their site.
Call Center Agents are designed specifically for high-volume call centers with call data metric tracking.
The bulk of Sonar users are defined with the Basic User role, which allows them to access their profile information, answering rules and time frames, call history, and more.
Why Leverage Site Managers?
Office Managers have access to company-wide information and can adjust configuration settings for all users. Similarly, Call Center Supervisors can access all call center metrics and call queue configurations for the call center agents assigned to them. An important distinction for Call Center Supervisors is their access to user settings; they cannot change user profiles, answering rules, time frames, auto attendants, or music on hold.
If you require a mid-level manager who can control Basic User configurations, Site Managers provide an effective solution. Site Managers oversee a preset group of users assigned to a specific location. Additionally, Sites enable Office Managers to configure unique Music on Hold and introductory greetings, enhancing the client experience.
Are Sonar Sites only for organizations with multiple locations?
While Sonar Sites are primarily designed for organizations with multiple branches, they can also be utilized for single-location organizations to take advantage of the tiered managerial access offered by the Site Manager role.
Do Sonar Sites cost an additional fee?
Sonar Sites is a free feature; however, configuration requires support from the net2phone Canada team.
Can I receive separate invoices for different Sites?
No, net2phone Canada issues a single invoice for your entire account. If your organization requires separate invoices, the best solution is to establish multiple accounts, each with its own invoice and domain.
Why does the net2phone Canada team need to configure this feature?
Due to the complexity of the setup process and the potential for system errors, net2phone Canada is responsible for enabling the Sites feature and assigning Site Manager roles, typically configured during the Onboarding process. Once this feature is enabled, Office Managers can assign users to different Sites.
How can an Office Manager assign users to Sites?
Assign Sites and Overwrite with Site Defaults for Automatic Updates.
Will Basic Users have different Sonar tabs if Assigned to Sites?
Basic Users will not see any differences in their Sonar portal and Sonar apps if they are assigned to a Site.
What Sonar tabs do Site Managers use in the portal?
Site Managers can manage several key settings for their assigned users, including:
Profile Information: Update personal details such as name, email, and phone number. Learn what configurations you can edit in a user's profile.
Answering Rules and Time Frames: Set rules for how calls are handled and establish time frames for user availability. Learn how to update a User's answering rules.
Auto Attendants: Configure automated call routing to ensure callers are directed to the right department or person. Learn what auto attendant options are available.
Call History: Monitor and review users' call logs to keep track of activity. Learn how to manage your organization's Call History.
Call Queues: Configure the settings for call queue flows and assigned users; many organizations utilize call queues without being a call center operation. Learn how to manage Call Queues.
Do you want to utilize Site Managers roles? Reach out!
A member of the net2phone Canada team will configure the Site Manager users for your organization during your Oboarding process. If you are past the Onboarding stage, you can contact either the net2phone Canada Technical Support or Customer Success teams.
For immediate assistance, contact our techincal support team by dialling 611 from any net2phone Canada device, or by calling 1-877-498-3772 and choosing option #3.
To learn more about how you can leverage Site Managers, contact our Customer Success team by emailing success@net2phone.ca, and a team member will respond within 1 business day to schedule a call.
