Training by role
Your first week
A day-by-day programme to set up and learn a Ringura desk on your own: what to do each day, the guides to follow and how to tell the day is done.
Steps
Before you start
Gather: your company's legal name, registration number, VAT number and address; the certificate of incorporation, proof of address and a director's ID (PDF, JPEG or PNG); each agent's name and work e-mail; the countries you will call and the numbers you need; your website address; and, for WhatsApp, your Meta business account. Install an authenticator app on your phone and have a headset ready. Done when: you have all of it in one place.
Day 1: account, login and verification
Tasks: sign up and confirm your e-mail (Sign up for an account); set up two-step verification (guide); open KYB, fill in the company and directors, upload the documents and choose Submit for review; open Security and tick Every user must use two-step verification. Done when: you can sign in with a code and the KYB application is submitted.
Day 2: money and team
Tasks: open Wallet, set the Low-balance threshold and add credit (Top up the wallet); on Billing choose a plan with Preview and Confirm; on Agents and extensions create each agent with Create agent and hand over the temporary passwords (Add agents). Done when: Available shows your credit, Your plan shows the plan, and every agent is listed with an extension.
Day 3: numbers, caller IDs and queues
Do this once KYB is approved and the page reads that telephony is unlocked. Tasks: buy numbers on Buy numbers or start a port on Port your numbers; request caller IDs on Caller IDs; on Agents and extensions choose Add a queue for each call queue; on My numbers set each number's destination; then Check what will change and Apply now. Guides: Buy numbers, Caller IDs, Call queues. Done when: the check says nothing is left to apply.
Day 4: channels, flows and the first calls
Tasks: on Getting started choose Create queue for conversations and Create the web chat, and paste the snippet on your site; connect e-mail and WhatsApp on Channels (e-mail and web chat, WhatsApp); build and publish a flow on Flows (flows); choose Open the phone, wait for Registered and make a test call each way. Choose I have made a test call. Done when: a call in, a call out and a message on each channel reach an agent, and the replies arrive.
Day 5: roles, supervision and training
Tasks: on Roles and Feature access, give each team only what it needs (Roles); open Supervisor, Chat supervision and Wallboard and try them with a colleague (Supervisor guide); create a scorecard on Quality (QA scorecards); set an Alerts rule for queue waiting; take your agents through the Agent guide and print the Agent quick reference. Done when: each agent has set themselves Ready, accepted a test conversation and resolved it.
At the end of the week
Check: Getting started ends with Your desk is ready.; Usage shows each test call with its charge and the Ledger on Wallet matches it; Reports shows the week's figures; the status page is bookmarked. Then plan the next features: the dialler, transcripts, card payments on calls, CRM and the others listed in the Administrator guide.
Good to know
- KYB review can take more than a day. Day 3 waits for it; do Day 4's web chat, e-mail and flows meanwhile, since they do not need telephony.
- Porting numbers and WhatsApp approval by Meta both take days. Start them as early as you can and use a bought number in the meantime.
- If an agent's phone does not reach Registered, the phone system may not be live yet, or the network may block it. Test on a mobile hotspot and see Make and take calls in the browser.
- A step on Getting started turns done by itself once the work exists, so you can do the days in a different order where nothing depends on it.
- Calls and messages are prepaid. Keep enough credit for the test calls and the first live day: at zero, new calls and messages are refused.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.