AskCecile Admin Portal

Unified access for analytics, telemarketing operations, and the support ticket desk.

Operations dashboard

Real-time visibility across support and sales operations.

No active call
A
Agent Ready
☎
Total Calls Today
0
Based on your live call log
🎫
Active Tickets
0
Open, in progress, or waiting
πŸ‘₯
Leads Contacted
0
Contacts reached today
⏱
Avg Call Duration
00:00
Average from recent calls

Unified query activity

Combined analytics from Pro and Global admin services.

Ticket health

Open volume, urgency, and SLA pressure.

Open 0
Urgent 0
Overdue 0

Recent calls

Quick access to the latest outbound activity.

Unassigned tickets

Support work waiting for ownership.

Softphone dialer

Use Twilio Client for browser-based calling.

Connecting…
Ready to place a call
Select a lead or dial manually.

Call notes & outcome

Select a lead to attach notes.

Recent call history

Saved from completed calls in this browser session history.

Lead queue

Loading lead queue…

Support ticket system

Zendesk-style triage, assignment, and threaded handling.

Queue

Loading tickets…

No ticket selected

Select a ticket to review the thread, update SLA controls, and reply.

πŸ“¨ Inbox

Loading emails...

Select an account

Choose a mailbox above to view emails.

πŸ“¨
Select an email

Click on an email in the list to read it here.

🟒
Online agents
0
Based on recent activity and call state
πŸ“ž
On call
0
Agents currently engaged with callers
πŸ‘€
Registered agents
0
Directory currently visible to the portal
βœ…
Resolved tickets
0
Combined resolved and closed volume

Agent roster

Live directory and inferred activity status.

Register new agent

Create agent credentials for telemarketing and ticket handling.

❓ Help & User Guide

πŸš€ Getting Started

Welcome to AskCecile Admin Portal!

This portal combines telemarketing (outbound calls) and customer support (ticket system) in one place.

  • Dashboard β€” View analytics, call stats, and ticket overview
  • Telemarketing β€” Make calls, manage leads, send emails
  • Tickets β€” Handle customer queries and support requests
  • Agents β€” Manage team members (admin only)
πŸ“ž Making Calls (Softphone)

The browser-based softphone lets you call any number directly from the portal.

  1. Go to the Telemarketing tab
  2. Wait for "Softphone ready" status (top right)
  3. Enter a phone number in international format: +27 XX XXX XXXX
  4. Click the green πŸ“ž Call button
  5. Or click πŸ“ž Call on any lead card

During a call:

  • πŸ”‡ Mute/Unmute β€” Toggle your microphone
  • ⏱ Timer β€” Tracks call duration automatically
  • πŸ“΅ Hang up β€” End the call
  • πŸ“Ί Share My Screen β€” Show your screen to the lead (see below)

Sharing your screen during a call (sales demos):

  1. While on a call, click πŸ“Ί Share My Screen
  2. Select which screen/window to share
  3. Click πŸ“§ Send Viewer Link to Lead β€” lead gets an email with a link
  4. The lead clicks the link and sees your screen live
  5. Use this to show pricing, product demos, signup forms, etc.
  6. Click ⏹ Stop Sharing when done

After a call: Select an outcome, add notes, and click Save notes.

πŸ‘₯ Managing Leads

Leads are your potential clients in the call queue.

Adding a lead:

  1. Click + Add lead (top right of lead queue)
  2. Fill in name, phone (required), email, company
  3. Set priority (1-5, higher = more important)
  4. Click Add lead

Lead statuses:

  • πŸ†• New β€” Not yet contacted
  • πŸ“ž Contacted β€” Spoke with the lead
  • ⭐ Interested β€” Lead showed interest
  • ❌ Not interested β€” Lead declined
  • πŸ”„ Callback β€” Lead requested a follow-up call
  • βœ… Converted β€” Lead became a client

Actions on a lead:

  • πŸ“ Select β€” Load lead into the dialer
  • πŸ“ž Call β€” Call the lead immediately
  • βœ‰οΈ Email β€” Send an email (only if lead has email)
βœ‰οΈ Sending Emails

You can email leads directly from the portal.

  1. Find the lead in the queue
  2. Click the βœ‰οΈ Email button
  3. Fill in the Subject and Message
  4. Click πŸ“§ Send email

Important:

  • Emails are sent from info@askcecile.com
  • When customers reply, their reply goes to support@roeltech.co.za
  • Emails include professional AskCecile branding
🎫 Ticket System

Tickets track customer queries and support requests.

Creating a ticket:

  1. Go to Tickets tab
  2. Click + New ticket
  3. Fill in: Subject, User name, User email, Category, Priority, Description
  4. Click Create ticket

Replying to a ticket:

  1. Click on a ticket to open it
  2. Type your reply in the reply box at the bottom
  3. Click Send reply
  4. ⚑ The customer automatically receives your reply by email!

Ticket statuses:

  • 🟒 Open β€” New, needs attention
  • πŸ”΅ In Progress β€” Being worked on (auto-set when you reply)
  • 🟑 Waiting on User β€” Awaiting customer response
  • βœ… Resolved β€” Issue solved
  • ⚫ Closed β€” Ticket complete

Categories: General, Legal Query, Billing, Technical, Account, Feedback

Priority levels: Low, Medium, High, Urgent

Calling a user from a ticket:

  • Open the ticket β†’ look at the User section
  • If the user has a phone number, click πŸ“ž Call User
  • The softphone dials the user immediately β€” no need to switch tabs
πŸ“Ί Screen Sharing (Remote Support)

You can view a user's screen live to help them resolve issues visually.

Starting a screen share session:

  1. Open the ticket β†’ scroll to πŸ“Ί Remote Screen Share
  2. Click πŸ“Ί Start Screen Share Session
  3. A session code will appear (e.g. A1B2C3D4)
  4. Click πŸ“§ Send Link to User β€” an email with a clickable link is sent automatically
  5. Wait for the user to click the link and share their screen

Once the user is sharing:

  • Their screen appears live in your ticket panel
  • Click anywhere on the video to send a red pointer to their screen
  • The user sees a pulsing red circle showing them exactly where to click
  • Use this to guide them step by step

Ending the session:

  • Click ⏹ End Session when done
  • The user can also stop sharing from their side at any time

Important notes:

  • πŸ”’ You can only view β€” you cannot control the user's computer
  • The user must have a modern browser (Chrome, Edge, Firefox)
  • The user chooses which screen/window to share
  • If no email on the ticket, tell the user the code by phone instead
πŸ’‘ Best Practices

For telemarketers:

  • Always greet professionally: "Good day, this is [name] from AskCecile"
  • Log call outcomes immediately after each call
  • Add detailed notes for callback leads
  • Prioritize leads marked as "callback" or "interested"
  • Create a ticket for any query that needs follow-up

For support agents:

  • Always include the customer's email when creating tickets
  • Reply promptly β€” tickets have SLA deadlines
  • Set status to "Waiting on User" after asking for info
  • Mark as "Resolved" only when the issue is fully addressed
  • Check the ticket queue regularly for new issues
πŸ”§ Troubleshooting
ProblemSolution
Softphone unavailableRefresh the page (Ctrl+Shift+R). Check internet.
Call not connectingCheck number format: must start with +27
Email not sendingCheck recipient email is valid. Try again.
"Failed to fetch" errorCheck internet connection. Refresh page.
Leads not loadingRefresh the page. Contact admin if persists.
Can't hear callerCheck browser microphone permission. Allow mic access.
Screen share not connectingEnsure user clicked the link and shared their screen. Check both have internet.
Pointer not showing on user's screenClick directly on the video feed. Connection may need a moment to establish.
πŸ“‹ Quick Reference

Phone number format: +27 XX XXX XXXX (South Africa)

International: +1 for USA, +44 for UK, +91 for India

Your Caller ID: +1 (833) 637-4004 (US toll-free)

Support email: support@roeltech.co.za

Need help? Contact your administrator.