Self service
Three sign ins, everything you manage day to day
CloudX Phone
Make and take calls, check voicemail and send messages from your browser on the CloudX hosted voice platform.
CloudX CCAI
The contact center console: live floor, inbox, call audit, reports and quality scoring for supervisors, managers and agents. Administrators, start with the administrator guide under Customer documents.
Bill Center
View invoices, manage payment methods and download statements.
Reporting an issue
Have this ready before you call
- Account name
- Site address
- The circuit or extension affected
- When the issue started
- Whether it is a total loss or degraded
Service affecting issues should be phoned in rather than emailed, so the desk can start working the ticket immediately.
Before you call, check status.xclutel.com. A known outage or maintenance window is posted there first, with updates until it is cleared.
Training
Training videos for your team
CloudX
CloudX CCAI
Avaya IP Office
Resources
Customer documents
- CloudX CCAI administrator guide Web page Every setting in the CCAI console, what it does, and what to ask XCLUTEL for
- CloudX Phone administrator guide Web page Setting up Microsoft Teams, browsers and headsets, call routing, and what to ask XCLUTEL for
- Service Level Agreement PDF Availability, latency and credit terms
- What to expect letter PDF For customers in onboarding
- Letter of Agency PDF Required to port numbers
- ACH authorization form PDF Set up payment by bank transfer
- Sample auto attendant script PDF A starting point for your phone greeting
- Private line intrastate declaration PDF USAC certification for MPLS and WAN circuits
Security
Toll fraud and account security
- Watch for unusual call volume outside business hours, a common sign of toll fraud.
- Change voicemail PINs from the default and keep them unique per mailbox.
- Report suspected fraud immediately to the support desk at (708) 273-3111.
Planned maintenance
How maintenance notices reach you
Scheduled maintenance notices are sent by email to the account technical contact on file and posted on status.xclutel.com. Contact the support desk to update that contact so notices reach the right person.