BuzzMe Operations 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
Live contact and block rates from backend call records
Active Tickets
0
Open, in progress, or waiting
Leads Contacted
0
Contacts reached today
⏱
Avg Call Duration
00:00
Average from recent calls

Call and conversion trend

Last 30 days of dials, connections, and lead conversions.

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 the browser softphone for web-based calling.

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

Call notes & outcome

Select a lead to attach notes.

No lead selected

Select a lead to load recorded calls.

Recent call history

Saved from completed calls in this browser session history.

Lead queue

Loading lead queue…

Support ticket system

Structured triage, assignment, and threaded handling.

Queue

Loading tickets…

No ticket selected

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

Inbox

Loading emails...

Select an account

Choose a mailbox above to view emails.

Select an email

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

Online agents
0
Based on recent activity and call state
On call
0
Agents currently engaged with callers
Registered agents
0
Directory currently visible to the portal
Resolved tickets
0
Combined resolved and closed volume

Agent roster

Live directory and inferred activity status.

Agent credentials (provider-managed)

Credential creation and password rotation are managed in the Provider Admin portal.

CRM Status
Not Connected
Connect a CRM to sync contacts & calls
Contacts Synced
0
From CRM to BuzzMe leads
Calls Logged
0
Auto-logged to CRM

CRM Integration

Connect your CRM to sync contacts, log calls, and enable screen pop for inbound calls.

Select your CRM provider and connect your account. Your agents will see customer info from your CRM when calls come in, and all call activity will be logged automatically.

Data Hub Connectors

Allow each client to connect their own data location (cloud drive, server, local agent, custom API).

This release supports Google Drive only in Data Hub. OneDrive, Local Computer / On-prem, SFTP, Network Share, and Custom API will follow in later releases.

Connected data sources

Browse connected files

Push file to Google Drive

How CRM Integration Works

What happens when you connect your CRM.

1
Screen Pop

When a call comes in, BuzzMe looks up the caller in your CRM and shows their name, company, and history to your agent instantly.

2
Auto Call Logging

Every inbound and outbound call is automatically logged as an activity in your CRM with duration, agent name, and recording link.

3
Contact Sync

Pull contacts from your CRM into BuzzMe as leads, or push BuzzMe leads back to your CRM. Two-way sync keeps everything in sync.

4
Ticket Sync

Support tickets created in BuzzMe are automatically mirrored as cases in your CRM for unified reporting.

Help & User Guide

Getting Started

Welcome to BuzzMe Operations Portal!

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

  • Dashboard — View analytics, call stats, and ticket overview
  • Telemarketing — Make calls, manage leads, send emails
  • Tickets — Handle customer queries and support requests
  • Agents — Manage team members (admin only)
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 Call button
  5. Or click Call on any lead card

During a call:

  • Mute/Unmute — Toggle your microphone
  • ⏱ Timer — Tracks call duration automatically
  • Hang up — End the call
  • Share My Screen — Show your screen to the lead (see below)

Sharing your screen during a call (sales demos):

  1. While on a call, click Share My Screen
  2. Select which screen/window to share
  3. Click Send Viewer Link to Lead — 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.

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:

  • 🆕 New — Not yet contacted
  • Contacted — Spoke with the lead
  • Interested — Lead showed interest
  • Not interested — Lead declined
  • Callback — Lead requested a follow-up call
  • Converted — Lead became a client

Actions on a lead:

  • Select — Load lead into the dialer
  • Call — Call the lead immediately
  • Email — Send an email (only if lead has email)
Sending Emails

You can email leads directly from the portal.

  1. Find the lead in the queue
  2. Click the Email button
  3. Fill in the Subject and Message
  4. Click Send email

Important:

  • Emails are sent from info@askcecile.com
  • When customers reply, their reply goes to support@roeltech.co.za
  • Emails include professional company 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 — New, needs attention
  • In Progress — Being worked on (auto-set when you reply)
  • Waiting on User — Awaiting customer response
  • Resolved — Issue solved
  • ⚫ Closed — 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 → look at the User section
  • If the user has a phone number, click Call User
  • The softphone dials the user immediately — no need to switch tabs
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 → scroll to Remote Screen Share
  2. Click Start Screen Share Session
  3. A session code will appear (e.g. A1B2C3D4)
  4. Click Send Link to User — 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:

  • You can only view — 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
Best Practices

For telemarketers:

  • Always greet professionally: "Good day, this is [name] from [company]"
  • 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 — 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
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.
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.