Sky Account Portal is the permission-based, web-accessible user interface that enables administrators and users to access andf manage the appropriate functional areas of their organization's Sky phone system.
For individual Users, the Sky Account Portal enables updating personal information and managing settings for phone-related features including voicemail, call routing, line buttons, speed dials, call logs, contacts, and more. You can also view a personal homepage with statistics related to your phone usage. All users have access to their own personalized features in the Home menu of the Sky Account Portal. To learn more, see the Home and Support sections of this article.
For Authorized Contacts (administrators), the Sky Account Portal provides a single place to manage phones, features, settings, configurations, groups, permissions, locations, billing, and more for your account and all of your users. You can also access business intelligence data to better manage service levels, staffing efficiency, and sales performance. Authorized Contacts have exclusive access to features in the Organization and Phone System menus, and shared access to features in the Team menu of the Sky Account Portal. To learn more, see the Organization, Phone System, Team, and Support sections of this article.
For Team Managers, the Sky Account Portal provides access to phone-based business intelligence data via detailed reports for all of the groups for which you are an owner. Team Managers (and Authorized Contacts) have access to features in the Team menu of the Sky Account Portal. To learn more, see the Team section of this article.
To learn more about the many features and functional areas of the Sky Account Portal, please continue reading the information below.
Team Managers - Log in to access the Team, Home, and Support menus.
Users - Log in to access the Home and Support menus.
To learn more about any screen you are viewing in the Sky Account Portal, click the Help link in the top-left corner of that screen.
Note that most Sky Account Portal screens that display rows of data utilize a tabular format which enables you to customize your view of data on the screen. You can drag columns to different locations, change column width, and right-click within the column headings area to make selections to show or hide any of the columns of data that are displayed in the grid. If you export data from a screen, all columns of data are exported whether the columns are shown or hidden. However, filtering with search criteria and/or selecting menu items to restrict the display of data on a screen will reduce the number of rows that are exported.
Organization (Authorized Contacts)
From the Organization menu (shown in the image below), Authorized Contacts can utilize various self-service screens for managing account settings, accessing billing-related information, and viewing usage reports. As a Phone Manager or Decision Maker, you can access the information, settings, and data that apply to you, the Team Managers you assign, and the users in your organization.
Decision Makers and Phone Managers can access all of the following features from the Organization menu, and other Authorized Contacts can access a subset of these features. For more information, see the Authorized Contacts article. The Organization section of this article includes the following topics:
Authorized Contacts - Provides a complete listing of all Authorized Contacts for an account. Authorized Contacts are trusted people, both inside and outside your organization, who manage your phone system. When you assign roles to an Authorized Contact, you specify their responsibilities and Sky Account Portal capabilities. For more information, see the Authorized Contacts article.
Groups - A "Group" is a customized grouping of members, which can include individual contacts (persons), phone numbers (profiles), and other groups. Groups provide members with access to functionality that may not be available to most users. The Groups screen enables Authorized Contacts to view, create, and manage all groups. Each group can have one or more designated Owners who become Team Managers and have access (along with Authorized Contacts) to the Team menu where business intelligence reports are accessible. Additionally, Decision Makers can enable partners to become Authorized Contacts (to perform actions on behalf of their account) from the Groups screen. For more information, see the Groups article.
User Activity Monitoring - Enables Authorized Contacts to review call flow changes and other significant user activity in the Sky Account Portal. For more information, see the User Activity Monitoring article.
Announcements - Provides a place to view important announcement messages for a limited period of time. For more information, see the Announcements article.
Account Details - Enables Authorized Contacts to access important account information including instance (cluster), contacts, company facts, phone numbers, locations, and services. Additionally, Decision Makers and Billing Contacts can access billing information. For most Authorized Contacts, the Account Details screen is the first screen you will see when you log into the Sky Account Portal. For more information, see the Account Details article.
Customer Accounts - Enables only Referring Partners to review information related to all of the customer accounts they are enabled to access. For more information, see the Partner Access to Customer Account article.
Billing
Invoices & Payments - The Invoices & Payments screen enables only Billing Contacts and Decision Makers to make payments online, and view invoices, detailed invoice reports, a billing history, and the current account balance for their account. For more information, see the Account Invoices article.
Services - The Services screen enables Decision Makers, Phone Managers, and Billing Contacts to view, search for, and optionally export data related to the services and service orders for their account. The available data includes services, orders, locations, phone numbers, user names, invoice groups, status, circuits, costs, and various dates. For more information, see the Services article.
Usage
Usage Log - The Usage Log screen enables Decision Makers, Phone Managers, and Billing Contacts to view, search for, and optionally export call detail records for all phones for their account. Usage logs contain date and time, calling and receiving phone numbers, direction of calls (inbound, outbound), duration, and more. For more information, see the Usage Log article.
Courtesy Usage - The Courtesy Usage screen enables Decision Makers, Phone Managers, and Billing Contacts to view, search for, and optionally export calling information for all courtesy profile phones for their account. For more information, see the Courtesy Usage article.
Fax Usage - The Fax Usage screen enables Decision Makers, Phone Managers, and Billing Contacts to view, search for, and optionally export usage data related to all users of their Sky Fax service. For more information, see the Fax Usage article.
Conference Usage - The Conference Usage screen enables Decision Makers, Phone Managers, and Billing Contacts to view, search for, and optionally export a monthly usage report for all users of their Sky On Demand Conferencing service. For more information, see the Conference Usage article.
Usage Without Services - The Usage Without Services screen enables Decision Makers, Phone Managers, and Billing Contacts to view, search for, and optionally export a report showing the call details associated with the outbound usage fees generated by the use of non-profile phone numbers for their account. For more information, see the Usage Without Services article.
Add-on Features
As an Authorized Contact, two of the Add-on Features that you are enabled to manage are displayed at the bottom of the Organization menu. For more information about all Add-on Features, see Add-on Features in the Phone System section below.
On-demand Conferencing - View and manage users and their settings for this conferencing service.
From the Phone System menu (shown in the image below), Authorized Contacts can utilize various self-service screens for managing users, emergency addresses, phone numbers, geographic locations, call flow settings, and add-on features. As a Phone Manager or Decision Maker, you can access the information, settings, and features that apply to you and all of the users in your organization. In the image below, note that "(ABC)" indicates the instance (cluster) utilized by the account.
The Phone System menu of the Sky Account Portal provides access to the following screens:
Users - A "user" is a combination of contact information and a phone profile. The Users screen enables Authorized Contacts to manage all users in their organization's account. This includes the ability to add new users and contacts, reset and unlock passwords, access and update personal contact information and phone profile settings, assign and manage Authorized Contact roles, and more. For more information, see the User Management article.
Emergency Registration - The Emergency Registration screen enables Decision Makers and Phone Managers to create and manage E911 emergency locations. By law, all phones must have E911 services, and all Sky phones must be registered with a valid, accurate E911 emergency location address. For more information, see the Emergency Registration Locations article.
Phone Numbers - The Phone Numbers screen enables Decision Makers and Phone Managers to search for and optionally export data related to all of the phone numbers for all locations in their organization's account. For more information, see the Account Phone Numbers article.
Geographic Locations - The Geographic Locations screen enables Decision Makers and Phone Managers to add new locations and view, search, and export data for all locations of an account. For more information, see the Geographic Locations article.
Call Flow Settings - The Call Flow Settings screen provides Decision Makers and Phone Managers with a detailed graphical view of their organization's custom call flow configurations. Interactive diagrams provide a visual representation showing how customer phone calls flow through a company to reach the desired people and departments. For Decision Makers and account-level Phone Managers, the Call Flow Settings screen effectively becomes the Call Flow Editor where they are enabled to create, edit, and manage call flow components for their organization. For more information, see the Call Flow Editor article.
Add-on Features - The Add-on Features screen provides self-service functionality which enables Decision Makers and Phone Managers to activate and manage Add-on Feature services including adding and removing users of each service. For more information, see the Add-on Features article or click the links below to view specific articles for the following services:
On-Demand Conferencing - Enables the use of a dedicated conference bridge number that all participants can dial to access a conference call.
Replay Hosted Call Recording - Records phone calls and enables users to view, manage, listen to, and download phone call recordings.
Scribe - Transcribes voicemail from your phone into text and sends it, along with a .WAV file, to the desired email address.
Email-Fax Box - An email-to-fax service used as a fax solution for the Sky phone system. This service enables users to receive incoming faxes in their email inbox and send outbound faxes as email attachments.
Sky Mobility - Enables the use of a single mobile device for both business and personal communications while accessing desk phone and Unified Communications capabilities.
Sky for Salesforce - Integrates your Sky phone system with the Salesforce.com CRM (Customer Relationship Management) application.
Sky for Bullhorn - Integrates your Sky phone system with the Bullhorn CRM (Customer Relationship Management) application.
In addition to Add-on Features, RingCentral also offers a variety of services that enable computer and web-based applications to interact with the Sky phone system. To learn more, see the Sky Application Integration Solutions article or click the links below to view articles for the following specific services:
Sky AppDialer - Enables click-to-dial functionality from most desktop Windows applications including Word, Outlook, Excel, PowerPoint, and Notepad.
Sky WebDialer - Enables click-to-dial functionality from the Internet Explorer and Chrome browsers.
Team (Team Managers and Authorized Contacts)
From the Team menu (shown in the image below), Team Managers and Authorized Contacts can view Intelligence and Call Activity reports for all of the users who are members of the Groups that they manage. When a Decision Maker or Phone Manager creates a Group, they assign an Owner who becomes a Team Manager of that Group. For details about the Business Intelligence reporting available in the Sky Account Portal, see the Business Intelligence Reporting article.
The Team section of this article includes the following topics:
Live Answer and Live Answer by Group - Live Answer reports provide you with statistics to show the percentage of calls to your company that are being answered by a person versus going to voice mail or being abandoned. For more information, see the Live Answer article.
Talk Time and Talk Time by Group- Talk Time reports provide you with a single view showing the number of calls, total talk time, and average talk time for both inbound and outbound calls. For more information, see the Talk Time article.
Call Activity
For more information about any of the following Call Activity reports, see the Call Activity article.
Time on Phone- Summarizes inbound, outbound, and internal time on the phone by day of the week.
Inbound Calls - Summarizes inbound call volume by date.
Outbound Calls - Summarizes outbound call volume by date.
Total Calls - Summarizes total inbound, outbound, and internal calls.
Manage
Subscriptions - The report subscriptions feature enables Team Managers and Authorized Contacts to schedule email delivery of a wide range of reports. For more information, see the Report Subscriptions article.
Add-on Features
Team Recordings - When you select Call Recording below Add-on Features in the Team menu, Team Managers and Authorized Contacts are enabled to access Team Recordings. Team Recordings enable you to view, manage, listen to, and download the call recordings of the Users who are members of the Groups for which you are an Owner (or Users from all Groups if you are an Authorized Contact). For more information, see the Team Recordings article
Home (Users)
When you first log into the Sky Account Portal, the Home screen is the default landing page for most users. The Home screen is divided into three panels, which provide useful functionality as described in the Home Screen article.
From the Home menu (shown in the image below), all users, including Authorized Contacts and Team Managers, can access a wide variety of screens and menu options for managing their own information, contacts, data, and phone settings for their Sky phone.
Note: Although uncommon, users with multiple Sky phone numbers should make sure the desired phone number is selected from the "View calls for" menu located near the top of some of the screens that are available from the Home menu. This is applicable only when users with multiple phone numbers log into the Sky Account Portal with their business email address (username) and user password instead of their phone number and phone PIN.
The Home section of this article includes the following topics:
Employee Directory - Provides a list of names and extensions at your company. Calls may be placed directly from this directory. For more information, see the Employee Directory article.
Personal Contacts - Serves as your own customizable personal phonebook that is viewable on your phone. Personal Contacts can contain listings for both internal and external contacts for your company. Calls may be placed directly from this phonebook. For more information, see the Personal Contacts article.
Company Phonebook - Provides a list of external contacts for your company and is maintained by your Phone Manager. Calls may be placed directly from this phonebook. For more information, see the Company Phonebook article.
Calls
Voicemail Box - View, manage, and listen to your voicemails (and shared voicemails if you are enabled to access other voicemail boxes). For more information, see the Voicemail Box article.
Call Log - View and download phone usage details. Includes internal calls, the ability to filter by call direction and internal versus external calls. For Missed Calls, you will see the CallerID name (CNAM) as the originating caller if there is no match against the Employee Directory, Personal Contacts, or Company Phonebook. For more information, see the Call Log article.
Missed Calls - View, search, and export of missed call history. For more information, see the Missed Calls article.
The Phone Settings screen provides access to a complete set of phone-related settings within multiple tabs, which are listed below. To learn more about all types of phone settings, see the Phone Profile Settings article, or use the specific article links listed below.
Accessing voicemail on-phone - Visual or audible voicemail access, PIN or no PIN, message envelope information, message playback order, on screen voicemail alert.
Shared voicemail settings - Other voicemail boxes this phone number can access, other phone numbers that can access this voicemail box (managed by Decision Makers and account-level Phone Managers only)
Call Routing tab - Manage the settings listed below.
Line Buttons tab - Manage the line buttons features listed below. For more information see the Line Button Management article.
Speed Dials
Shared Lines (managed by Decision Makers and account-level Phone Managers only)
Emergency Location tab - Manage emergency locations for E911 service. For more information, see the Emergency Registration Locations article.
Time of Day tab(for Authorized Contacts only) - Manage Time of Day settings for your organization's call flow. For more information, see the Time of Day article.
Add-on Features
Note: The Add-on Features menu below Settings in the Home menu is no longer functional.
If an Authorized Contact for your account has activated any of the following services for you, use the links below to find instructions for using these services:
Sky Replay - View the current settings for your call recordings and feature.
Sky Scribe - Transcribes users' voicemails from their Sky phone into text and sends it, along with a .WAV file, to the desired email address.
Sky Mobility - Enables the use of a single mobile device for both business and personal communications while accessing desk phone and Unified Communications capabilities.
Sky Fax - Provides an email-to-fax service that is used as a cloud-based fax solution for the Sky phone system.
Sky for Salesforce - Integrates users' Sky phones with the Salesforce.com CRM (Customer Relationship Management) application.
Personal Information
The Personal Information screen provides access to manage information and functionality for users and contacts using the three tabs listed below. For more information, see the Personal Information article.
Contact tab - View and manage the following contact information:
Log In - Username, Last Log In, Password
Contact Information - Name, Title, Email, Personal Phone Numbers
Location
My Services (for Decision Makers and account-level Phone Managers only)
Add a feature (for Decision Makers and account-level Phone Managers only)
Roles and Permissions tab - Access the following role-based information:
Roles (for Decision Makers and account-level Phone Managers only) - Add, edit, and remove Authorized Contact roles for all users.
Permissions - View permissions for all users.
Notification Preferences tab - Decision Makers, Phone Managers, and Billing Contacts are enabled to receive different types of email notifications that are applicable to their assigned role(s). These Authorized Contacts can manage the frequency at which they receive notification emails for each of the different types of notifications.
Add-on Features
As a user, at the bottom of the Home menu, you may have access to view and manage the following Add-on Feature if this feature has been activated for you by an Authorized Contact:
Call Recording (Sky Replay) - View, play, and download call recordings, and export a list of call recordings to a spreadsheet. Note that some users may be enabled to also delete call recordings.
Support
From the Support menu (shown in the image below), all customers who access the Sky Account Portal can click links to access information that supports our commitment to quality, integrity, knowledge, and open communication.
The Support menu section of this article includes the following topics:
The Trust link opens https://oneview.ringcentral.com/s/trust where you can view system status, scheduled maintenance, a history of recent issues, support case metrics, and more. At RingCentral, we publish our performance publicly, and in real-time, to signal our commitment to set the highest standards for both. For more information, see the Trust article.
Support Cases
The Support Cases link opens a "Sign In" screen where Authorized Contacts can enter the same credentials used to access the Sky Account Portal to access the Cases interface. If anyone in your organization experiences an issue with a Sky product, feature, or service, you can use this method to report a "case" to Sky Support. Cases can also be reported by users (non-Authorized Contacts) via email and phone. For more information, see the Opening a Support Case and MiCloud and Sky Support articles.
Knowledge Base
The Knowledgebase link opens the Support site at https://oneview.ringcentral.com where you can access articles for all of our phone systems. To access articles that document the products, features, and services available in the Sky phone system, Sky under Self Help Categories on the Help Center home page.
TIP: To learn how to more effectively search for articles on the Support site, see the How to Search the Knowledge Base article.
Training
The Training link opens a landing page where you can choose to view an article with training information for either the Sky or MiCloud phone system. To access training information for the Sky phone system, see the Sky Self-Paced Training Videos article.
Contact Support
The more... link at the bottom of the Support menu opens the "How can we help?" page in the Sky Account Portal. This page provides a link to the main Support site (a.k.a., the Knowledge Base) at https://oneview.ringcentral.com, a link to the Support Cases "sign in" page, and the current phone number for calling our Support team. You can also visit the Contact Support page at https://oneview.ringcentral.com/s/contactsupport to see a list of international phone numbers and other options for contacting the Support team.
Help and Other Links
The area at the top of every screen in the Sky Account Portal provides a Help link and several other links, as shown in the image below.
Help
Every screen that is accessible in the Sky Account Portal provides a Help link in the top-left corner of the screen. Clicking a Help link opens the associated article that contains an overview and detailed instructions for using the features and settings available on that screen. The article opens in the Support site, which is available by accessing https://oneview.ringcentral.com and clicking Sky under Self Help Categories. The Sky section of the Support site provides access to all of the articles that document the products, features, and services available in the Sky phone system.
Phone Assistant
The Phone Assistant link enables downloading and running Sky Phone Assistant, which is a web-based portal that provides advanced phone control and call status monitoring. For more information, see the Phone Assistant article.
Announcements
The Announcements link provides a way to easily view important announcement messages about features accessible in the Sky Account Portal (for a limited period of time). For more information, see the Announcements article.
