Phone
My number OffCall a number
The phone turns on by itself when EPG Connect opens. Keep this tab open to take calls.
Microphone and speaker
Needs your attention
Done today (0)
Calls
Texts
Team
My status
Do not disturb, Out of office and Off the clock stop your direct line from ringing.
My work days and hours
My hours on each team
My work cell
By team
By person
Answered = calls they picked up. Rang but not answered = a team call rang them and they let it ring out or declined.
Busiest hours
Incoming calls by hour of the day, New York time, 7 AM to 7 PM. The darkest bars are the busiest.
Department call report
Who each department call rang, how it ended, and how much of the caller's wait was spent actually ringing someone ("ringing %"). Low ringing % means the caller mostly heard hold music while nobody was available.
Who can see reports
All teams = every team's numbers. Only their teams = just the teams that person is on. None = no Reports screen. Admins always see everything. Changes save straight away.
Teams and department lines
A team rings its people one at a time, in the order below. A team can have its own phone number, or none: the AI receptionist on the main line sends callers to it. Only people who are Available with their phone (or work cell) on get calls. Only admins see this card.
Work cells
Calls for a person (and their teams) can also ring their company cell phone. The cell hears "press 1 to accept" first, so a cell voicemail never takes the call: unanswered calls come back to our voicemail. Numbers are visible only to admins and that person.
Email problems this week
Voicemail emails that did not arrive in the last 7 days (bounced, blocked, marked as spam or not sent), as SendGrid reports them.
Blocked numbers
Numbers someone marked as Junk on a voicemail, missed call or text. Calls from them hear busy and their texts are dropped (STOP still works). Unblock a number that was junked by mistake.
Teams alerts
Posts a short card into each team's private Microsoft Teams channel (missed calls, voicemails, after-hours emergencies), and alerts a person in Teams when someone @mentions them here. Long numbers are masked and transcripts stay in EPG Connect. Setup steps: docs/teams-alerts-setup.md.
Keep each channel's members in step
EPG Connect cannot change Teams membership. Make each private channel's members match this list (add the shared alerts account too).
Weekly call quality review
Every Monday at 8 AM, one email listing last week's calls that need a look: upset callers and complaints the AI flagged, long waits, missed emergencies, and voicemails or missed calls not called back within 1 business day. No transcripts in the email; long numbers are masked.
iPhone app: incoming-call push
The EPG Connect Phone iPhone app rings for incoming calls only after Apple's "VoIP Services" certificate is connected to Twilio. These three steps do it without a Mac. Full checklist: docs/iphone-app-setup.md.
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Make a request file. This makes a private key that stays in THIS browser, and a request file for Apple.
Use this same computer and browser for step 3 (not a private window).
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Get the certificate from Apple. Open developer.apple.com: new certificate.
Choose VoIP Services Certificate, then Continue. Pick the App ID
com.pmisoutheastct.epgconnect, then Continue. Upload the request file from step 1, then Continue. Click Download. You getvoip_services.cer. -
Connect it. Choose the
voip_services.cerfile. The page checks it matches step 1, then sends it to Twilio.