Video Tutorials
Short how-to videos showing you how to use the Cloudspire Voice portal. Each video walks through a specific feature step by step. New videos are added regularly.
Getting Started
Logging In
How to sign in to the Cloudspire Voice portal, entering your credentials, and accessing your dashboard.
Dashboard Tour
A guided tour of the portal dashboard — navigation, softphone, quick actions, recent calls, and team sidebar.
Phone
Using the Softphone
Making and receiving calls from your browser — the dial pad, call controls, transfers, mute, hold, and audio device selection.
Call Forwarding & Do Not Disturb
Set up call forwarding rules and toggle Do Not Disturb mode so calls reach you when and where you want.
Call History
Viewing Your Call History
Browse inbound and outbound calls, play recordings, read AI transcripts, and filter by date, status, or number.
Voicemail
Managing Voicemail
Listening to messages, reading AI transcripts, downloading recordings, and deleting voicemails you no longer need.
Contacts
Using the Phonebook
Browse contacts by category, search for anyone instantly, call or text with one click, and add new entries to your phonebook.
Messages
SMS Messaging
Sending and receiving external text messages, viewing conversation threads, and claiming SMS queue conversations.
Internal & Group Messaging
One-on-one direct messages between team members, internal group chats, and group messages that include external SMS participants.
Team
Setting Your Presence Status
View team availability and change your own status with custom messages and expiry times.
BLF Keys & Speed Dial
Customize your quick-action buttons — add BLF monitors, speed dials, and parking keys to your softphone.
Agent Panel
Agent Panel Overview
Tour of the agent panel — queue cards, status bar, SMS queues, performance metrics, and how everything is organized.
Logging In & Out of Queues
Per-queue and “Log Out All” controls, what happens to callers when you log out, and managing multiple queues.
Pausing & Pause Reasons
Pause All, per-queue pause, selecting reason codes (break, lunch, meeting, training), and what callers hear.
Handling Queue Calls
Receiving queue calls, what you see on screen, in-call controls, transferring within the queue, and how your stats update.
SMS Queue Handling
Accepting SMS conversations from the queue, responding to customers, transferring chats, and managing SMS availability.
Cloudspire Assist
AI-powered live call transcript, real-time coaching prompts, and how to use Assist to handle calls more effectively.
Agent Performance
Reading your daily stats — calls handled, talk time, average call duration, login time, available time, paused time, and session timer.
Supervisor Dashboard
Supervisor Dashboard Overview
Layout of the supervisor dashboard — real-time queue stats, agent list, wallboard mode, and how it all fits together.
Monitoring Agents
Viewing agent statuses across queues, who’s available, on a call, or paused, and understanding queue membership.
Whisper, Barge & Coaching
Listening in on live calls, whispering coaching to agents without the caller hearing, and barging into calls when needed.
Queue Management
Reading queue stats, managing agents with pause and log-out controls, and assessing queue health across your call center.
Settings
Portal Settings
A complete tour of the Settings tab — DND, dial timeout, outbound caller ID, call forwarding, Find-Me/Follow-Me, voicemail greetings, and portal password.
CRM
CRM Portal Overview
Tour of the CRM client portal — navigating the dashboard, account details, and the CRM tab layout.
Viewing & Creating Support Tickets
Browsing your support ticket list, viewing ticket details, and creating new tickets from the CRM portal.
Replying & Managing Tickets
Replying to tickets, adding attachments, viewing ticket history, and closing resolved tickets.
Viewing & Signing SoWs
Viewing Statements of Work, reviewing line items and pricing, and completing the eSignature process.
SMS Campaigns
Understanding 10DLC & Brand Registration
What 10DLC is, why carriers require brand and campaign registration, and how the two-step process works.
Registering Your Brand
Step-by-step walkthrough of the brand registration form — entity type, legal name, EIN, industry, website, contact info, and submitting for review.
Creating Your First Campaign
How to register a campaign under your brand — use case selection, descriptions, sample messages, content flags, and submitting for review.
Campaign Status & Lifecycle
What each campaign status means — Draft, Pending Review, Submitted, Active, and Rejected — plus typical timeline expectations.