Business Essentials Agent Guide 

This guide includes:

1.  Logging into the portal
2. Going Offline/Online in call queues
3. Changing voicemail/login pin
4. Checking voicemails/setting up greeting
5. Adding contacts in the portal
6. Using “Click-to-Call” for outbound calls
   

1. Navigate to portal.clarityvoice.com

2. Login name: xxx@domainnamegoeshere (use your extension #)

3. Password: 4321 (unless you’ve changed it)

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Going Offline/Online in call queues

When you arrive at the home screen, you will see a button that either says “Online” or “Offline.” You are able to toggle between the two.

1. Online = you are logged into the call queues and incoming calls will ring your phone.
2. Offline = you are logged out of all call queues and will not receive incoming calls that ring into the call queue.

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Changing Voicemail/Login Pin

1. Once you’ve logged in, click on “Profile” in the top right corner
   
2. A box will pop up:
   
1. 
   
3. Enter in the new four-digit pin or password
   
4. Save
   
5. Logout, then log back in using your new information
   

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Checking Voicemails/Setting Up Greetings

To Record Your Voice from the Portal:

1. Select the “Messages” button at the top of the screen
   
2. Click on the "Settings" tab
   
1. 
   
3. In the Greetings section, hover over the Speaker icon, you will see the word "Manage" appear.  
   
1. A new window will open.   Select the "Record" option
   
4. Your extension will populate in the “call me at” field (NOTE: you can also have the portal call you at your cell phone or other 10-digit number such as your cell)
   
5. Enter a Greeting Name and click “Call”
   
1. Your phone will ring, and you will answer and record.
   

To Record Your Voice from the Physical Phone:

1. Press the envelope button on the phone or dial *97
   
2. You will be prompted to enter your access code. The default is 4321, but feel free to change the code.
   
3. You will choose options 3 and 4 in order to record your name and greeting.

Adding contacts in the portal

1. Click on “Contacts”
   
2. Select the button labeled “Add Contact”
   
1. 
   
3. Enter in the contact information and for the number, make sure it’s in the following format: 1xxxxxxxxxx (no dashes, no spaces)
   
4. If you have a contact list you prefer to upload, the directions are attached to the email or you may choose Import. 
   

Using “Click-to-Call” for outbound calls

1. Click on the “Contacts” tab on the top of your screen
   
2. Next to each contact, is the link with their telephone number.
   
1. Press on the number and a small box will pop up with the words “Call” and “Cancel”
   
2. 
   
3. Press “Call” and your office phone will begin to ring.
   
4. Answer your phone and the call will immediately begin ringing to your contact.
   

1. Click on the “Call History” tab on the top of your screen
   
2. In this list, you will see all of your recent calls in general. To sort by the type of call, click on the “Filters” button
   
3. Choose the date range you’re interested in, or leave it as is for today’s date
   
4. Select the drop down next to “Call Type” and choose one of the following:
   
1. Inbound calls (incoming calls)
   
2. Outbound (outgoing calls that you’ve made)
   
3. Missed (Calls that were missed/you did not answer the phone)
   

5. If you would like to call any of the numbers, just click on the blue link with the telephone number and press the green “Call” button.
   

1.  
   

2. Your office phone will begin to ring.  Answer your phone and the call will immediately begin ringing to the chosen number.
   

1. On the bottom of the screen you should see the black pop up “contact” list
   

1. 
   

2. Click on the “Contacts” pop up list.
   

3.  At the top of your list you will see your name. To the right of your name there is an icon of a phone.Click on the phone icon.

4.  A dial pad will pop up to the left of the contact list. Here you can type, paste, or dial any number and press “Call” afterwards.
   

5. Once you press “Call”, the phone will ring your extension and you will need to answer. Once you answer, the call will be connected with the number you entered in the dial pad