Video Tutorial

Help and Support Options

To get prompt help from the support team:

1. Log in to your CommPeak account.
2. Expand Help and Support in the main menu on the right.

3. Ask for assistance using the Help and Support tab options:

   • Open a ticket to ask a question, create a task, and report an incident or problem
   • My tickets to view the support requests you have opened
   • Help Center to open the Documentation and Developer Hub where you can browse articles and find answers to your questions
   • Call us to access the Support page
   • Network Monitor - Pinger to monitor your office network
   • Account Refund to request a refund for the funds that were debited to your account.
   • Close Account to create your account closure request.

4. Alternatively, click the Speaky button at the bottom right corner of any page in your CommPeak Portal account. This opens Speaky, the CommPeak AI assistant, in the Help and Support widget.

   

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   TIP

   Looking for a specific page or record instead? Use the search bar in the top navigation to find portal pages and areas, including their content, as well as DID numbers, SIP account names, users, and CDRs.

   

Speaky, your AI assistant

Speaky is the fastest way to get answers about your account: balance, invoices, SIP accounts, reports, voice and SMS rates, Caller ID configuration, and DID setup.

Speaky's answers are based on your account data and the Documentation and Developer Hub, and you can switch to a support agent from any response.

For more details, see the Using Speaky, Your AI Assistant page.

Help and Support Widget

Use the built-in CommPeak Help and Support widget to:

• ask Speaky about your account data and get instant answers
• send messages to the support team
• view existing conversations with support professionals
• review open tickets
• browse the Documentation and Developer Hub
• view our Realtime System Status

To use the built-in Help and Support widget:

1. Click the Speaky button at the bottom right corner of any page in your CommPeak Portal account.

2. The dialog box will open, where you can use the suggested questions functionality.
3. Optionally, type your message in the field provided and click the Send button to start a new conversation.
4. If the provided answer didn't solve your issue, click the Talk to an agent link and click the arrow button below to proceed with the new conversation with the support agents.

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   NOTE

   Check the dedicated Using Speaky, Your AI Assistant article for more details on how to use the assistant.

5. Once your message is sent to a CommPeak support representative, a corresponding ticket is opened and processed as soon as possible.

You can review the tickets you opened by:

• selecting the ticket right on the widget Messages page. To open it, click Show Previous Conversations with Agents in the header

• clicking the Tickets icon in the widget footer (it becomes available as soon as the first ticket is submitted)
• going to the My Tickets tab.

In the footer, you can use the following tabs to:

• Home: to see the Realtime System Status page message and the link to this Documentation and Developer Hub,
• Tickets: to review the support tickets opened under your account
• Messages: to see the list of your most recent messages (if any).

To download your ticket conversations in TXT format, click the three dot button located in the top right corner of the ticket details window and select Download transcript.

Support Page

Selecting the Help and Support > Call Us tab opens the Support page.

Keep the following support login information ready. Our support team will ask for:

• Customer ID to confirm your identity
• support PIN number.

Remote Control Assistance

CommPeak provides remote assistance via screen sharing.

Click the Remote access button, then download and run the CPRemoteSupport application. Allow a CommPeak support specialist to enter your PC using the application.

Global/local support options

You can reach the CommPeak support team 24/7 using the following:

• a global phone number for phone support or WhatsApp messaging

• specific local numbers for phone support

• Facebook and Telegram chats.