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Common Workflows

Table of Contents​

Recording Management​

Overview​

This workflow helps you access, play, annotate, and manage call recordings in your Vodia PBX system. The recording management feature provides a comprehensive view of all recorded calls, allowing you to find, listen to, and organize your recordings efficiently.

Prerequisites​

  • Access to the Vodia PBX web interface
  • Your login credentials
  • Permission to access call recordings
  • Recordings in the system (calls must have been recorded previously)

Steps​

Access the Recordings interface​

  • Locate your account avatar in the top-right corner of the Vodia PBX interface
  • Click on your avatar or the ellipsis (three vertical dots) next to it
  • A dropdown menu will appear with various options
  • Select "Recordings" from the dropdown menu

Expected result: You'll see the recording management screen with a list of all recordings

  • Use the search box to find specific recordings:
    • Enter name, number, date, or other identifying information
    • The list will automatically filter to show matching recordings
  • Use pagination controls to navigate between pages:
    • Click on page numbers or next/previous arrows to view more recordings
    • The system displays the total number of recordings that match your filters
  • Refresh the recordings list:
    • Click the reload button (circular arrow icon) in the top menu bar
    • The list will update to show the most current information

Expected result: You can quickly find and access specific recordings in the system

Play a recording​

  • Locate the recording you want to play in the list
  • Click the "Play" option in the action menu (dropdown at the right side of the entry)
  • Alternatively, click the main action button (first option in the dropdown)
  • Use the audio player controls to:
    • Play or pause the recording
    • Scrub through the timeline
    • Adjust volume

Expected result: The audio player appears at the top of the list and plays the selected recording

Add notes to recordings​

  • Find the recording you want to annotate
  • Click the action menu (dropdown) at the right side of the entry
  • Select "Take note"
  • Enter your notes in the text area that appears
  • Click "Save" to store your notes

Expected result: Your notes are saved with the recording and a note icon appears next to the recording in the list

View or edit existing notes​

  • Locate a recording that has a note (indicated by the note icon)
  • Click the action menu and select "Take note"
  • View or edit the existing note
  • Click "Save" to update the note

Expected result: You can access and modify notes associated with recordings

Delete recordings​

  • To delete a single recording:
    • Find the recording you want to delete
    • Click the action menu at the right side of the entry
    • Select "Delete"
    • Confirm the deletion when prompted
  • To delete multiple recordings:
    • Select the recordings you want to delete by checking their checkboxes
    • Click the delete button (trash icon) in the top menu bar
    • Confirm the deletion when prompted

Expected result: Selected recordings are removed from the system

Confirmation​

You have successfully managed call recordings when:

  • You can locate specific recordings using search and filtering
  • You can play recordings and control playback
  • You can add and edit notes for recordings
  • You can delete recordings when they're no longer needed

Common Issues​

  • Recording won't play: Check your browser's audio settings or try a different browser
  • Missing recordings: Clear search filters or verify call recording was enabled
  • Cannot add notes: Verify you have permission to annotate recordings
  • Unable to delete recordings: Check your permission level

Next Steps​

  • Set up regular reviews of important calls for quality assurance
  • Use notes to highlight important moments in calls
  • Organize recordings by adding consistent notes for categorization
  • Export important recordings if your system supports this feature

Conference Management​

Overview​

This workflow guides you through scheduling, managing, and participating in conference calls with multiple participants using the Vodia PBX Conferences feature.

Prerequisites​

  • Access to the Vodia PBX web interface
  • Your login credentials
  • Permission to create and manage conferences
  • Contact information for conference participants (optional)

Steps​

Access the Conferences interface​

  • Locate your account avatar in the top-right corner of the Vodia interface
  • Click on your avatar or the ellipsis (three vertical dots) next to it
  • A dropdown menu will appear with various options
  • Select "Conferences" from the dropdown menu

Expected result: You'll see the Conferences page with a table listing all your scheduled conferences

Create a new conference​

  • Click the + (Add) button in the toolbar
  • Fill in the required information:
    • Name: Enter a descriptive title for your conference
    • Room: Select an available conference room from the dropdown
    • Select date: Choose the conference date using the calendar
    • Select time: Set the start time for the conference
    • Duration: Select how long the conference should last (from 15 minutes to 8 hours)
  • Configure additional options:
    • Participants: Enter email addresses of participants, separated by spaces
    • Participant numbers: Enter phone numbers that should be called, separated by spaces
    • Automatically initiate calls: Toggle ON to call participants at start time
    • Record the conference: Toggle ON to record the entire conference call
  • Set conference behavior:
    • Entering conference options:
      • Start the conference without moderator
      • Mute all participants until moderator enters the conference
      • Mute all participants until moderator un-mutes the conference
    • Exiting conference options:
      • Continue the conference
      • Mute all participants on exit
      • Hang up the conference on exit
  • Click OK to create the conference

Expected result: The new conference appears in your conferences list with the configured settings

Join a conference​

  • Find the conference in the list
  • Click the "Call" dropdown button on the right side
  • The system will connect you to the conference
  • Enter your PIN code when prompted:
    • Moderator PIN for host access with full controls
    • Participant PIN for regular access

Expected result: You are connected to the conference call with appropriate access level

Download calendar invitations​

  • Find the conference in the list
  • Click the dropdown arrow on the "Call" button
  • Select either:
    • Download calendar entry for moderator
    • Download calendar entry for participant
  • The system generates a .ics file for your calendar application
  • Open or save the file to add it to your calendar

Expected result: The conference is added to your calendar application with all relevant details

Manage existing conferences​

  • To delete a single conference:
    • Check the box next to the conference you want to delete
    • Click the trash icon in the toolbar
    • Confirm the deletion when prompted
  • To delete multiple conferences:
    • Select all conferences you wish to delete by checking their boxes
    • Click the trash icon in the toolbar
    • Confirm the deletion when prompted
  • To reschedule a conference, you must create a new one

Expected result: Conferences are deleted or managed according to your selections

Confirmation​

You have successfully managed conferences when:

  • You can create conferences with appropriate settings
  • Conference invitations are sent to participants
  • You can join conferences as a moderator or participant
  • Conference behavior follows your configured settings

Common Issues​

  • Conference not appearing in list: Check permissions or refresh the page
  • Unable to join conference: Verify PIN codes and start time
  • Calendar invitation not working: Check if your email client supports .ics files
  • Poor audio quality: Recommend participants use headsets and mute when not speaking

Next Steps​

  • For recurring meetings, consider creating a template for consistent settings
  • Test different conference behavior settings to find what works best for your team
  • Explore recording options for keeping a record of important conferences
  • Create standardized conference naming conventions for easier management

Queue Management​

Overview​

This workflow helps supervisors and managers monitor and analyze call center performance using the Queue Management interface. You can track real-time statistics, review historical data, visualize performance metrics, and evaluate agent productivity.

Prerequisites​

  • Access to the Vodia PBX administrator interface
  • Supervisor or manager login credentials
  • Call queues configured in the system
  • Agents assigned to queues

Steps​

Access the Queue Management interface​

  • Log in to your Vodia PBX administrator interface
  • Locate your account avatar in the top-right corner of the screen
  • Click on your avatar or the ellipsis (three vertical dots) next to it
  • Select Queue Management from the dropdown menu

Expected result: The Queue Management interface opens with five main tabs: Overview, History, Graphs, Agents, and Categories

Monitor real-time queue performance​

  • Navigate to the Overview tab
  • View queue status information:
    • Queue name and extension number
    • Number of callers currently waiting
    • Agent status (logged-in, active, idle, DND)
    • Call statistics (handled calls, abandoned percentage)
  • Expand a queue to see individual agent details:
    • Click on a queue row to expand
    • View agent name, status, and call statistics
    • See current call information for active agents

Expected result: You have a real-time overview of all queues and agents in your call center

Manage agent status​

  • Locate the agent in the expanded queue view
  • Click the action dropdown (vertical dots) next to their name
  • For agents on active calls, select from:
    • Barge: Join the call as a third party
    • Listen: Monitor the call without being heard
    • Whisper: Speak to the agent without the caller hearing
    • Pickup: Take over the call from the agent
  • For all agents, select from:
    • Turn DND On/Off: Toggle the agent's Do Not Disturb status
    • Login/Logout: Toggle the agent's login status for the queue

Expected result: You can monitor and manage agent status in real-time

Review call history​

  • Navigate to the History tab
  • Set the date range using the Start and End date pickers
  • Use the search bar to filter calls by queue, agent, or phone number
  • Review call information:
    • Call direction and timestamps
    • Queue and agent handling the call
    • Duration metrics (IVR time, ring time, wait time, talk time, hold time, idle time)
  • Click on a call row to view detailed information:
    • Complete call timeline
    • Call transfer history
    • Access call recordings (if enabled)
    • Review customer feedback (if collected)

Expected result: You can analyze past calls and identify patterns or issues

Visualize queue performance​

  • Navigate to the Graphs tab
  • Click the Settings icon in the top-right corner
  • Configure graph parameters:
    • Queue: Select which queue to analyze
    • Date Range: Set start and end dates
    • Duration/Unit: View by hours, days, weeks, or months
    • Metrics: Select which data points to display
  • View the generated graph showing selected metrics over time
  • Identify patterns and trends in queue performance
  • Export graph data by clicking the Export button

Expected result: You can visualize queue performance metrics to identify trends and areas for improvement

Evaluate agent performance​

  • Navigate to the Agents tab
  • Click the Settings icon
  • Select queues to include in the report and set the date range
  • Review agent statistics:
    • Call volume (taken and missed calls)
    • Duration metrics (total talk time, hold time, idle time)
    • Averages (average call duration, hold time, idle time)
  • Compare performance across agents
  • Export agent data by clicking the Export button

Expected result: You can assess individual agent performance and productivity

Analyze call categories​

  • Navigate to the Categories tab
  • Click the Settings icon
  • Select queues, date range, and time unit (hours, days, weeks, months)
  • Review category data:
    • Calls by category broken down by time
    • Distribution of call types
    • Trends in call reasons over time
  • Export category data for further analysis

Expected result: You understand which issues generate the most calls and when certain types of calls occur most frequently

Confirmation​

You have successfully used Queue Management when:

  • You can monitor real-time queue status and agent activity
  • You can review detailed call history and metrics
  • You can visualize performance trends through graphs
  • You can evaluate agent productivity and efficiency
  • You can analyze call categories to understand customer needs

Common Issues​

  • No queues visible: Check permissions or queue configuration
  • Agent status not updating: Verify agent device registration
  • Graphs not showing data: Try different date ranges or metrics
  • Export function not working: Check browser download settings
  • Data not refreshing: Try refreshing the page or clearing cache

Next Steps​

  • Set up regular performance reviews based on agent statistics
  • Use category analysis to improve agent training
  • Configure alerts for abandoned calls or long wait times
  • Create custom reports for management using exported data
  • Optimize staffing based on identified peak call times

Wallboard Usage​

Overview​

This workflow helps you set up and use the Wallboard feature, which provides a real-time dashboard displaying call center statistics and performance metrics. The Wallboard gives an at-a-glance view of queue status, agent availability, and call statistics.

Prerequisites​

  • Access to the Vodia PBX administrator interface
  • Administrator or supervisor login credentials
  • Active call queues configured in the system
  • Optional: Display monitor for persistent visibility

Steps​

Access the Wallboard​

  • Log in to your Vodia PBX administrator interface
  • Locate your account avatar in the top-right corner of the screen
  • Click on your avatar or the ellipsis (three vertical dots) next to it
  • Select Wallboard from the dropdown menu

Expected result: The Wallboard opens displaying real-time call center statistics

Understand the Wallboard layout​

  • Familiarize yourself with the different sections:
    • Header: Contains logo and current date
    • Main Statistics Table: Shows key metrics for each queue
    • Waiting Callers Section: Displays information about callers in queue
    • Footer: Shows customizable message and current time
  • Review the key performance metrics displayed:
    • Longest waiting: Duration of the longest currently waiting call
    • Waiting callers: Number of calls currently in the queue
    • Logged in agents: Total number of agents logged into the system
    • Active agents: Number of agents currently on calls
    • Currently idle agents: Number of available agents not on calls
    • Currently logged out agents: Number of agents not logged into the system
    • Total calls: Total number of calls received today
    • Answered calls: Number of calls that were answered by agents
    • Abandoned calls: Number of calls where callers hung up before speaking to an agent
    • Number of calls answered on time: Calls answered within the SLA time
    • Number of calls abandoned within service level: Calls abandoned within the acceptable threshold

Expected result: You understand the information displayed on the Wallboard and can interpret the metrics

Monitor waiting callers​

  • Review the Waiting Callers section
  • See details about callers currently in queue:
    • Queue name
    • Caller name (if available)
    • Caller number
    • Wait time (displayed in order of longest waiting first)

Expected result: You have real-time visibility into which callers are waiting and for how long

Configure Wallboard settings (if you have admin access)​

  • Message of the Day:
    • Update the message displayed at the bottom of the screen through ACD settings
    • Use this for daily goals, motivational quotes, or important announcements
  • Banner Image:
    • Configure a custom banner image through the ACD settings
  • Refresh Rate:
    • The system automatically refreshes statistics when changes occur
    • No manual configuration required

Expected result: The Wallboard is customized to display relevant information for your team

Set up dedicated display (optional)​

  • For optimal visibility, consider setting up a dedicated monitor or screen
  • Open the Wallboard in a full-screen browser window
  • Position the monitor where all team members can easily see it
  • Consider using browser extensions to prevent sleep or session timeout

Expected result: The Wallboard is visible to the entire team for continuous monitoring

Confirmation​

You have successfully used the Wallboard when:

  • You can see real-time statistics for all your call queues
  • The information updates automatically as call activity changes
  • Team members can quickly assess call center status
  • You can identify potential issues before they become problems

Common Issues​

  • Wallboard not displaying data: Verify you're still logged in or refresh the page
  • Missing queues: Check queue configuration in ACD settings
  • Data not updating: Check network connection or refresh the connection
  • Display issues: Try a different browser or adjust display resolution

Next Steps​

  • Consider rotating the Wallboard display with other dashboards if you have multiple screens
  • Use the Wallboard metrics to set team goals and track performance
  • Customize the message of the day regularly to keep information fresh
  • Integrate Wallboard monitoring into regular team meetings

Fax Feature​

Overview​

This workflow guides you through using the Vodia PBX Fax feature to send documents as faxes directly from your interface. You can upload PDF documents, preview them page by page, and send them to any fax number.

Prerequisites​

  • Access to the Vodia PBX web interface
  • Your login credentials
  • PDF documents to send
  • Destination fax numbers

Steps​

Access the Fax interface​

  • Locate your account avatar in the top-right corner of the Vodia interface
  • Click on your avatar or the ellipsis (three vertical dots) next to it
  • A dropdown menu will appear with various options
  • Select "Fax" from the dropdown menu

Expected result: The Fax interface opens showing the control bar and preview area

Upload a document​

  • Method 1: Use the Upload Button
    • Click the upload button (paper clip icon) in the top toolbar
    • Select your PDF file and click "Open"
  • Method 2: Drag and Drop
    • Drag a PDF file from your computer
    • Drop it onto the preview area in the Fax interface

Expected result: Your document is uploaded and the first page appears in the preview area

Preview your document​

  • Examine the document in the preview area
  • Use page navigation controls to move between pages
  • Verify the automatically generated header shows:
    • Your fax number (on the left)
    • Current date and time (on the right)
    • Page numbers (e.g., "Page: 1/3")

Expected result: You can preview each page of your document exactly as it will appear when sent

Enter the destination fax number​

  • Type the destination fax number in the number input field
  • Include country code if sending to an international destination
  • The system will format the number according to your configured number format

Expected result: The destination number is entered correctly in the input field

Send the fax​

  • Once your document is loaded and you've entered the destination number, click the send button
  • Monitor the transmission progress:
    • The progress bar shows the percentage of the current page being sent
    • The page counter shows which page is currently being transmitted
    • You can cancel the transmission by clicking the stop button if needed

Expected result: Your fax is transmitted to the destination number

Verify transmission status​

  • After sending, check the call logs to verify successful transmission
  • Navigate to Call History to see the status of sent faxes
  • Look for confirmation of successful delivery

Expected result: You can confirm your fax was delivered successfully

Confirmation​

You have successfully used the Fax feature when:

  • You can upload PDF documents
  • You can preview documents with fax headers
  • You can send faxes to valid destination numbers
  • The system shows transmission progress
  • You can verify successful delivery in call logs

Common Issues​

  • Document won't upload: Ensure your PDF is not corrupted or too large
  • Fax won't send: Verify the destination number is valid and properly formatted
  • Poor quality fax: Use high-contrast, clear documents with standard formatting
  • Transmission errors: Check network connection and try again
  • Preview not showing: Try a different browser or update your current browser

Next Steps​

  • Save frequently used fax numbers in your contacts
  • Create document templates optimized for fax transmission
  • Schedule regular maintenance of your fax logs to clear old records
  • Consider using email-to-fax options if available in your system

Statistics Review​

Overview​

This workflow helps you use the Statistics feature to track your communication activity patterns and monitor voice call quality over time. The visual representations help you understand your availability and identify potential call quality issues.

Prerequisites​

  • Access to the Vodia PBX web interface
  • Your login credentials
  • Recent call activity to generate statistics

Steps​

Access the Statistics dashboard​

  • Log in to your Vodia PBX user interface
  • Locate your account avatar in the top-right corner of the screen
  • Click on your avatar or the ellipsis (three vertical dots) next to it
  • Select Statistics from the dropdown menu

Expected result: The Statistics dashboard opens displaying two main graphs: User Availability and MOS (Mean Opinion Score)

Review the User Availability graph​

  • Examine the availability graph showing your activity patterns:
    • X-axis: Hours of the day
    • Y-axis: Days of the week
    • Color coding:
      • Green: Time spent talking on calls
      • Red: Time in "Do Not Disturb" (DND) mode
      • Gray: Time when registered/online but not on calls
  • Identify patterns in your communication activity:
    • Peak calling hours
    • Regular DND periods
    • Overall availability trends

Expected result: You understand your communication patterns and availability over the past week

Analyze the MOS (Mean Opinion Score) graph​

  • Review the MOS graph showing call quality:
    • X-axis: Hours (previous 24 hours)
    • Y-axis: MOS score on a scale of 1 to 5
  • Interpret MOS scores:
    • 4.3-5.0: Excellent quality
    • 4.0-4.3: Good quality
    • 3.6-4.0: Fair quality
    • 3.1-3.6: Poor quality
    • Below 3.1: Bad quality
  • Identify times when call quality was poor

Expected result: You can assess call quality over time and identify potential issues

Customize your view (if available)​

  • Adjust settings to personalize the statistics view:
    • Activity Type: Change what type of activity is displayed
    • Number of Days: Adjust the time period shown
    • Time Format: View in 12-hour or 24-hour format based on your system settings

Expected result: The statistics display is customized to show the information most relevant to you

Use statistics for planning​

  • Identify optimal times for important calls based on:
    • When you typically have fewer calls (gray periods)
    • Times when call quality is consistently good (high MOS scores)
  • Plan DND periods to align with your work patterns
  • Recognize potential network issues indicated by low MOS scores

Expected result: You can make data-driven decisions about your communication schedule

Confirmation​

You have successfully used the Statistics feature when:

  • You can interpret your availability patterns over time
  • You understand call quality trends as shown by MOS scores
  • You can identify optimal times for important calls
  • You recognize patterns that might indicate technical issues

Common Issues​

  • Graphs not loading: Check internet connection or refresh the page
  • No data appearing: Verify you've had recent call activity
  • MOS scores consistently low: Report possible network issues to IT
  • User Availability not matching your recollection: Check if your device was registered correctly

Next Steps​

  • Review statistics regularly to identify changing patterns
  • Use insights to optimize your communication schedule
  • Report persistent quality issues indicated by low MOS scores
  • Consider adjusting your DND schedule based on availability patterns
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