# PhoneIQ Help Center

> Help center for Phone IQ, Inc.

## Admin Portal Guide

- [Supervisor Role](http://help.phoneiq.co/en/articles/5959538-supervisor-role.md): Assign the supervisor role to users that require some level of admin access to manage and review their team activity
- [Custom Supervisor Roles](http://help.phoneiq.co/en/articles/6124552-custom-supervisor-roles.md): How to create new supervisor roles, with access to fully customized features.
- [CNAM](http://help.phoneiq.co/en/articles/6368382-cnam.md)
- [How to check for new PhoneIQ releases](http://help.phoneiq.co/en/articles/5224113-how-to-check-for-new-phoneiq-releases.md): Learn how to check and subscribe to new releases
- [Understanding the different call statuses in PhoneIQ](http://help.phoneiq.co/en/articles/5571747-understanding-the-different-call-statuses-in-phoneiq.md): Learn how the different call status values work in PhoneIQ
- [ACD Call Queue Management](http://help.phoneiq.co/en/articles/5025377-acd-call-queue-management.md): Hold calls in ACD Queues until agents become available
- [Ring Group Management](http://help.phoneiq.co/en/articles/5025109-ring-group-management.md): Ring multiple users at once when one extension is dialed.
- [User management](http://help.phoneiq.co/en/articles/4942392-user-management.md): Learn how to create and manage user settings from the admin dashboard.
- [Managing Locations](http://help.phoneiq.co/en/articles/2873021-managing-locations.md): Setup and manage one or multiple office locations.
- [Departments](http://help.phoneiq.co/en/articles/2873044-departments.md): Group people into departments.
- [Phone Numbers](http://help.phoneiq.co/en/articles/2873166-phone-numbers.md): Manage your Account's Phone Numbers
- [Call Flows](http://help.phoneiq.co/en/articles/2873304-call-flows.md): Setup and manage inbound call routing for your account Phone Numbers
- [Call Flow Actions](http://help.phoneiq.co/en/articles/2898977-call-flow-actions.md): Learn how to route inbound calls to PhoneIQ numbers.
- [Automatic Call Recording](http://help.phoneiq.co/en/articles/2899002-automatic-call-recording.md): Setup and manage automatic call recordings in PhoneIQ.
- [Desk Phone Management](http://help.phoneiq.co/en/articles/2873080-desk-phone-management.md): Provision and manage user desk phones and shared devices.
- [Call Logs](http://help.phoneiq.co/en/articles/2899022-call-logs.md): Monitor your phone systems call activity.
- [Setting up After Call Work for your Reps](http://help.phoneiq.co/en/articles/3560776-setting-up-after-call-work-for-your-reps.md): Track call outcome and key metrics with After Call Work
- [Enabling Local Presence](http://help.phoneiq.co/en/articles/4619695-enabling-local-presence.md): Enable Local Presence for Your Organization
- [Assigning tags to a phone call](http://help.phoneiq.co/en/articles/3560572-assigning-tags-to-a-phone-call.md)
- [Music on Hold](http://help.phoneiq.co/en/articles/2899033-music-on-hold.md): Select the music or audio file which people will listen when placed on hold.

## Salesforce CTI & Integration Guide

- [Setup your contact sync to CDC](http://help.phoneiq.co/en/articles/5972975-setup-your-contact-sync-to-cdc.md): How to setup your contact sync to CDC from your Salesforce.
- [Installing PhoneIQ in your Salesforce Org.](http://help.phoneiq.co/en/articles/2961148-installing-phoneiq-in-your-salesforce-org.md)
- [Add additional call information to the Salesforce Task "Comments" Field](http://help.phoneiq.co/en/articles/5303957-add-additional-call-information-to-the-salesforce-task-comments-field.md): This article will help populate the comment's field with additional call data in Salesforce.
- [Syncing contacts, leads & accounts between Salesforce & PhoneIQ.](http://help.phoneiq.co/en/articles/5103325-syncing-contacts-leads-accounts-between-salesforce-phoneiq.md): Setup real time, contact sync between Salesforce and PhoneIQ.
- [Connecting PhoneIQ and Salesforce via API.](http://help.phoneiq.co/en/articles/2961160-connecting-phoneiq-and-salesforce-via-api.md)
- [Setting up Automated Call Logging and Workflow Automation with Salesforce.](http://help.phoneiq.co/en/articles/2967993-setting-up-automated-call-logging-and-workflow-automation-with-salesforce.md): Trigger actions in Salesforce based on different PhoneIQ events.
- [Activating the PhoneIQ Softphone in Salesforce Lightning.](http://help.phoneiq.co/en/articles/2968611-activating-the-phoneiq-softphone-in-salesforce-lightning.md): Learn how to activate the PhoneIQ within your favorite lightning apps.
- [Setting your Salesforce CTI Panel Width and Height](http://help.phoneiq.co/en/articles/3490710-setting-your-salesforce-cti-panel-width-and-height.md)
- [Smart Routing: Salesforce powered Call Routing.](http://help.phoneiq.co/en/articles/2968718-smart-routing-salesforce-powered-call-routing.md): Smart routing helps connect callers to the best agent based on Salesforce data.
- [Managing PhoneIQ Permission Sets.](http://help.phoneiq.co/en/articles/2968662-managing-phoneiq-permission-sets.md): Manage PhoneIQ settings and custom field visibility and accessibility among your users.
- [Visualizing custom fields within Salesforce Tasks for Calls and SMS/MMS](http://help.phoneiq.co/en/articles/2968674-visualizing-custom-fields-within-salesforce-tasks-for-calls-and-sms-mms.md): Viewing PhoneIQ Custom Fields in Salesforce like Call Recording, Disposition Codes, Tags, Message Type, Message Details, etc.
- [Assigning PhoneIQ Licenses in Salesforce](http://help.phoneiq.co/en/articles/4277608-assigning-phoneiq-licenses-in-salesforce.md): Assign licenses to PhoneIQ users in Salesforce
- [Enabling Support for Salesforce Person Account](http://help.phoneiq.co/en/articles/3769137-enabling-support-for-salesforce-person-account.md)
- [Manual SF Change Data Capture Configuration](http://help.phoneiq.co/en/articles/5520843-manual-sf-change-data-capture-configuration.md): How to enable CDC channels.
- [Re-assign an active call to a Salesforce object not synced to PhoneIQ](http://help.phoneiq.co/en/articles/6037276-re-assign-an-active-call-to-a-salesforce-object-not-synced-to-phoneiq.md): How to relate calls to objects that are not synced with PhoneIQ
- [Click to dial in Salesforce](http://help.phoneiq.co/en/articles/5304051-click-to-dial-in-salesforce.md): Manage click to dial functionality in the PhoneIQ Salesforce CTI
- [Managing a users voicemail greeting, voicemail to email and transcription](http://help.phoneiq.co/en/articles/5517408-managing-a-users-voicemail-greeting-voicemail-to-email-and-transcription.md): Add a customized greeting message to your voicemail box, enable voicemail to email, and voicemail transcription.
- [PhoneIQ In Call Actions - Relate to object](http://help.phoneiq.co/en/articles/5026110-phoneiq-in-call-actions-relate-to-object.md): Relate phone calls to any Salesforce custom or standard object.
- [PhoneIQ - Call Details](http://help.phoneiq.co/en/articles/4676735-phoneiq-call-details.md): View call details about a phone call made with PhoneIQ
- [PhoneIQ In Call Actions - Assign to Opportunity](http://help.phoneiq.co/en/articles/4665651-phoneiq-in-call-actions-assign-to-opportunity.md): In Call Actions - Assign to Opportunity
- [PhoneIQ In Call Actions - Assign to Case](http://help.phoneiq.co/en/articles/4645662-phoneiq-in-call-actions-assign-to-case.md): In Call Actions - Assign to Case
- [PhoneIQ In Call Actions - Create Task](http://help.phoneiq.co/en/articles/4665661-phoneiq-in-call-actions-create-task.md): In Call Actions - Create Task
- [PhoneIQ In Call Actions - Create Event](http://help.phoneiq.co/en/articles/4665670-phoneiq-in-call-actions-create-event.md): In Call Actions - Create Event
- [PhoneIQ In Call Actions - Assign to Account](http://help.phoneiq.co/en/articles/4665656-phoneiq-in-call-actions-assign-to-account.md): In Call Actions - Assign to Account
- [PhoneIQ In Call Actions - Add Tags](http://help.phoneiq.co/en/articles/4665627-phoneiq-in-call-actions-add-tags.md): In Call Actions - Add Tags
- [PhoneIQ CTI Call handling settings.](http://help.phoneiq.co/en/articles/2968769-phoneiq-cti-call-handling-settings.md): Easily manage your devices, screen pop and local presence settings.
- [PhoneIQ In Call Actions - Add Comments](http://help.phoneiq.co/en/articles/4623897-phoneiq-in-call-actions-add-comments.md): In Call Actions - Add Comments
- [How to select a Salesforce Record when a number is duplicated across multiple CRM records](http://help.phoneiq.co/en/articles/4128082-how-to-select-a-salesforce-record-when-a-number-is-duplicated-across-multiple-crm-records.md)
- [Making and taking calls using the PhoneIQ CTI in Salesforce Lightning.](http://help.phoneiq.co/en/articles/2968734-making-and-taking-calls-using-the-phoneiq-cti-in-salesforce-lightning.md): Learn how to use the PhoneIQ softphone within Salesforce.
- [Using the PhoneIQ Power & Preview Dialer for Outbound Campaigns](http://help.phoneiq.co/en/articles/3558760-using-the-phoneiq-power-preview-dialer-for-outbound-campaigns.md): Leverage automated and preview dialing to boost outbound connections
- [Salesforce - PhoneIQ Dials to Opportunities Dashboard](http://help.phoneiq.co/en/articles/4993709-salesforce-phoneiq-dials-to-opportunities-dashboard.md): Learn how to read and personalize your Dials to Opportunities Dashboard.
- [Salesforce - PhoneIQ After Call Work Dashboard](http://help.phoneiq.co/en/articles/4993696-salesforce-phoneiq-after-call-work-dashboard.md): Learn how to read and personalize your After Call Work Dashboard.
- [Salesforce - PhoneIQ Queue Agent Performance Dashboard](http://help.phoneiq.co/en/articles/4993283-salesforce-phoneiq-queue-agent-performance-dashboard.md): Learn how to read and personalize your Queue Agent Dashboard.
- [Salesforce - PhoneIQ Queue Performance Dashboard](http://help.phoneiq.co/en/articles/4993270-salesforce-phoneiq-queue-performance-dashboard.md): Learn how to read and personalize your Queue Dashboard.
- [Salesforce - PhoneIQ Agent Performance Dashboard](http://help.phoneiq.co/en/articles/4993213-salesforce-phoneiq-agent-performance-dashboard.md): Learn how to read and personalize your Agent Dashboard.
- [Salesforce - PhoneIQ Department Performance Dashboard](http://help.phoneiq.co/en/articles/4985792-salesforce-phoneiq-department-performance-dashboard.md): Learn how to read and personalize your Department Dashboard.
- [PhoneIQ Dashboards - Salesforce Reports](http://help.phoneiq.co/en/articles/4984829-phoneiq-dashboards-salesforce-reports.md): Our Salesforce integration comes with a set of pre-built dashboards and reports that you can use or copy to meet your reporting goals.

## CTI & Desktop App

- [Using the Voicemail Drop Feature](http://help.phoneiq.co/en/articles/6428260-using-the-voicemail-drop-feature.md)
- [Three-way conference calling](http://help.phoneiq.co/en/articles/5836726-three-way-conference-calling.md): Create a three-way conference call using the PhoneIQ Salesforce CTI or the Desktop App
- [Automatically Relate calls to Objects in Salesforce using Click to Dial](http://help.phoneiq.co/en/articles/5672069-automatically-relate-calls-to-objects-in-salesforce-using-click-to-dial.md): Relate calls to objects like cases, opportunities, and custom objects using click to dial with PhoneIQ Salesforce CTI
- [Choose between dark and light mode](http://help.phoneiq.co/en/articles/5619953-choose-between-dark-and-light-mode.md): Managing themes in PhoneIQ
- [Manage inbound call notification audio on your PC](http://help.phoneiq.co/en/articles/5320183-manage-inbound-call-notification-audio-on-your-pc.md): Select the media device through which you want to play the inbound call notification ringtone
- [Assign a phone call to a different record](http://help.phoneiq.co/en/articles/5103572-assign-a-phone-call-to-a-different-record.md): Re-assign a call to a contact, lead, account or person account record.
- [Reset your user password](http://help.phoneiq.co/en/articles/4867872-reset-your-user-password.md): How to reset or change your password.
- [Delete saved voicemails](http://help.phoneiq.co/en/articles/4918025-delete-saved-voicemails.md): How to delete voicemails from your voicemail box
- [PhoneIQ - Call Controls](http://help.phoneiq.co/en/articles/4575370-phoneiq-call-controls.md): Put callers on hold, mute and transfer calls.
- [PhoneIQ - Change your Caller ID](http://help.phoneiq.co/en/articles/4554765-phoneiq-change-your-caller-id.md): How to Change your PhoneIQ caller ID for outbound calls
- [Call Lists - How to use the Power Dialer](http://help.phoneiq.co/en/articles/4579370-call-lists-how-to-use-the-power-dialer.md): Learn how to make outbound calls with the PhoneIQ Power Dialer for Salesforce.
- [Call Lists - How to use the Preview Dialer](http://help.phoneiq.co/en/articles/4580048-call-lists-how-to-use-the-preview-dialer.md): Increase meaningful connections and outbound call volume with the PhoneIQ Preview dialer for Salesforce
- [Call Lists - How to use the CSV Call List feature](http://help.phoneiq.co/en/articles/11459890-call-lists-how-to-use-the-csv-call-list-feature.md): This feature is only available for Premium Office Licenses. \(Non Salesforce users\)
- [Listening and managing voicemails](http://help.phoneiq.co/en/articles/2931037-listening-and-managing-voicemails.md)
- [Managing contacts](http://help.phoneiq.co/en/articles/2931174-managing-contacts.md): Create, edit and delete contact records.
- [PhoneIQ - Managing Simultaneous Phone Calls](http://help.phoneiq.co/en/articles/4575355-phoneiq-managing-simultaneous-phone-calls.md): How to Make Multiple Phone Calls
- [Enabling the mobile and desktop app for remote workers](http://help.phoneiq.co/en/articles/3808483-enabling-the-mobile-and-desktop-app-for-remote-workers.md)
- [On Demand Recording](http://help.phoneiq.co/en/articles/9917621-on-demand-recording.md)

## Call Center

- [Changing an Agent's Call Center Status](http://help.phoneiq.co/en/articles/4724033-changing-an-agent-s-call-center-status.md): Learn how to change an agent's call center status to receive inbound ACD Queue calls.
- [Using the Live Supervisor Console](http://help.phoneiq.co/en/articles/3568970-using-the-live-supervisor-console.md): Track agent activity in real time, coach reps and manage your entire call center from one easy to use dashboard.

## SMS & MMS Messaging

- [How to enable SMS/MMS messaging for your users in PhoneIQ](http://help.phoneiq.co/en/articles/5623984-how-to-enable-sms-mms-messaging-for-your-users-in-phoneiq.md): Learn how to enable SMS/MMS messaging for your users.
- [How to send and receive SMS/MMS messages in PhoneIQ](http://help.phoneiq.co/en/articles/5622105-how-to-send-and-receive-sms-mms-messages-in-phoneiq.md): Understand how agents can send and receive SMS/MMS Messages in PhoneIQ
- [How to log SMS & MMS messages in Salesforce automatically](http://help.phoneiq.co/en/articles/5624016-how-to-log-sms-mms-messages-in-salesforce-automatically.md): Learn how to automatically capture SMS & MMS messages in Salesforce
- [SMS & MMS Reports and Dashboards in Salesforce](http://help.phoneiq.co/en/articles/5624200-sms-mms-reports-and-dashboards-in-salesforce.md): Track text messaging performance across departments and agents in Salesforce
- [Add Messaging Credits to your account](http://help.phoneiq.co/en/articles/5617235-add-messaging-credits-to-your-account.md): Add messaging credits for SMS/MMS, check your balance and set up automatic top-up when your credit follows below a pre-configured balance.
- [Track SMS/MMS messaging activity and usage in your PhoneIQ account](http://help.phoneiq.co/en/articles/5624262-track-sms-mms-messaging-activity-and-usage-in-your-phoneiq-account.md): Learn how to track text messaging activity and usage as an admin
- [Manage incoming SMS & MMS notifications](http://help.phoneiq.co/en/articles/5619966-manage-incoming-sms-mms-notifications.md): Manage user settings for incoming SMS and MMS messages

## Troubleshooting

- [Grant login access to your Salesforce org.](http://help.phoneiq.co/en/articles/5051978-grant-login-access-to-your-salesforce-org.md): How to grant PhoneIQ support access to your Salesforce org.
- [Recommendations with Extensions, Antivirus and Firewall](http://help.phoneiq.co/en/articles/6499256-recommendations-with-extensions-antivirus-and-firewall.md): Precautions and tips to keep in mind while using our Browser and Desktop app.
- [How to Hard Reload your Desktop/Browser app](http://help.phoneiq.co/en/articles/6512320-how-to-hard-reload-your-desktop-browser-app.md)
- [Disable auto-login on CTI](http://help.phoneiq.co/en/articles/5030491-disable-auto-login-on-cti.md): Learn how to solve auto-logout problems on the Salesforce CTI
- [Common desk phone issues](http://help.phoneiq.co/en/articles/4998231-common-desk-phone-issues.md)
- [Common issues while making or taking calls](http://help.phoneiq.co/en/articles/4925236-common-issues-while-making-or-taking-calls.md): How to fix one way audio or dropped calls
- [Add PhoneIQ to Trusted URLs in Salesforce](http://help.phoneiq.co/en/articles/10159127-add-phoneiq-to-trusted-urls-in-salesforce.md)
- [Understanding Post Call Messages](http://help.phoneiq.co/en/articles/12240878-understanding-post-call-messages.md): When you make or end a call, your dialer may show a SIP response code. These codes explain the result of the call. This article will help you understand what each code means.

## Billing 

- [Billing Overview and Subscription Management](http://help.phoneiq.co/en/articles/5002292-billing-overview-and-subscription-management.md): Access important information like billing cycle, current plan, license count and usage, and more.
- [Activating your Free Trial account](http://help.phoneiq.co/en/articles/5042680-activating-your-free-trial-account.md): Move from free trial to a paid PhoneIQ account
- [Manage your Payment methods](http://help.phoneiq.co/en/articles/5002289-manage-your-payment-methods.md): Manage your payment methods
- [Upgrade your current billing plan](http://help.phoneiq.co/en/articles/5042146-upgrade-your-current-billing-plan.md): Change your current billing plan to access more PhoneIQ features
- [Calling credits](http://help.phoneiq.co/en/articles/5002285-calling-credits.md): Add calling credits, check your balance and set up automatic top-up when your credit follows below a pre-configured balance.
- [Access and download your invoices](http://help.phoneiq.co/en/articles/5002290-access-and-download-your-invoices.md): View and download your invoice details

## PhoneIQ for Salesforce Sales Engagement

- [Salesforce Sales Engagement Integration](http://help.phoneiq.co/en/articles/3769358-salesforce-sales-engagement-integration.md)
- [Sales Engagement cadence branching using call results & call disposition codes](http://help.phoneiq.co/en/articles/4574800-sales-engagement-cadence-branching-using-call-results-call-disposition-codes.md)
- [Enable Einstein Conversation Insights in Salesforce](http://help.phoneiq.co/en/articles/5339999-enable-einstein-conversation-insights-in-salesforce.md): Learn how to enable Einstein Conversation Insights for Salesforce Sales Engagement in your PhoneIQ account
- [Managing canceled calls in Sales Engagement](http://help.phoneiq.co/en/articles/5220870-managing-canceled-calls-in-sales-engagement.md): Determine if you want to count canceled calls as call attempts in Sales Engagement.
- [Importing records into a Call List from Sales Engagement](http://help.phoneiq.co/en/articles/5695928-importing-records-into-a-call-list-from-sales-engagement.md): Learn how to use the power and preview dialer with Salesforce Sales Engagement

## Network Readiness Assessment & Device Management

- [Internet Connection Requirements & Recommendations](http://help.phoneiq.co/en/articles/2904719-internet-connection-requirements-recommendations.md): Recommended internet connection and infrastructure.
- [Recommended Network Equipment](http://help.phoneiq.co/en/articles/2904688-recommended-network-equipment.md): Good networking is cornerstone to a successful VoIP deployment.
- [What PhoneIQ IP addresses and ports should I whitelist on our corporate Firewall.](http://help.phoneiq.co/en/articles/2904783-what-phoneiq-ip-addresses-and-ports-should-i-whitelist-on-our-corporate-firewall.md): Setup your firewall for optimal VoIP quality and service assurance.
- [WebRTC Test](http://help.phoneiq.co/en/articles/4273556-webrtc-test.md): Run a WebRTC check from your browser to test your connectivity to PhoneIQ
- [How to optimize Call Quality when using the Desktop App and Salesforce CTI softphone.](http://help.phoneiq.co/en/articles/2927027-how-to-optimize-call-quality-when-using-the-desktop-app-and-salesforce-cti-softphone.md)
- [What headset should I use with PhoneIQ?](http://help.phoneiq.co/en/articles/2927009-what-headset-should-i-use-with-phoneiq.md)
- [Configuring your Headset in PhoneIQ](http://help.phoneiq.co/en/articles/2927041-configuring-your-headset-in-phoneiq.md)
- [Supported Devices](http://help.phoneiq.co/en/articles/2904849-supported-devices.md): Learn about minimum OS and hardware requirements for Desk Phones and PhoneIQ apps.
- [Setting up a Desk Phone using Automated Provisioning](http://help.phoneiq.co/en/articles/2967901-setting-up-a-desk-phone-using-automated-provisioning.md)
- [Manually Provisioning a Desk Phone.](http://help.phoneiq.co/en/articles/2967918-manually-provisioning-a-desk-phone.md)
- [PSTN Gateways](http://help.phoneiq.co/en/articles/2904963-pstn-gateways.md): Connect your existing carrier to PhoneIQ.

## AI Insights

- [AI Features: Enhancing Post-Call Analysis](http://help.phoneiq.co/en/articles/11011333-ai-features-enhancing-post-call-analysis.md): PhoneIQ's AI capabilities offer powerful tools for post-call analysis, accessible within both the application and the admin panel.