User Manual
A complete guide to every feature in Octavion — from your first sign-in to advanced administration.
Sign in, navigate the dashboard, and configure your workspace.
Open app.octavion.ae in your browser and enter your email and password. If your administrator has enabled two-factor authentication, you will be prompted for a verification code after entering your credentials. Bookmark the login page for quick access.
After signing in you land on Mission Control — the unified dashboard that displays KPIs from every department. Each widget is live and pulls real-time data. Drag widgets to rearrange, or use the widget selector in the top-right to add or remove cards. Widgets span Call Center, CRM, ERP, Messaging, and System status.
The sidebar groups pages by department: Call Center, CRM, ERP, Messaging, Analytics, and Settings. Click any section to expand it. Your visible sections depend on the role assigned by your administrator — agents see only call center pages, managers see reports, and admins see everything.
Use the command bar (press / anywhere) to jump to any page, start a call, create a lead, or ask the AI copilot a question. Quick Actions also appear as shortcut cards on Mission Control.
Handle calls, manage queues, monitor agents, and review recordings.
Calls are routed through the built-in softphone or your desk phone extension. Inbound calls ring in the browser with caller ID and CRM match. Click the green phone icon to answer. To dial out, use the dialer widget or click any phone number in a CRM record.
Incoming calls pass through an IVR menu (press 1 for sales, press 2 for support) and land in the appropriate queue. Queue settings control hold music, agent priority, ring strategy (round-robin, longest-idle, ring-all), and overflow rules when no agents are available.
The Live Dashboard shows active calls, waiting callers, agent states, and average wait time in real time. Supervisors can open the Wallboard for a full-screen display suitable for a call center TV. Metrics refresh every few seconds.
Supervisors can listen to a live call silently, whisper instructions to the agent without the caller hearing, or barge in to join the conversation. These controls appear next to each active call in the Supervisor Panel.
Every call is recorded automatically. Recordings appear in the call history with playback controls and a download button. Use the search bar to find recordings by date, agent, number, or duration.
Upload a contact list, configure the dialer mode (sequential, power, or predictive), and launch a campaign. The system dials the next number automatically when an agent becomes available. Outcomes (answered, no answer, busy, voicemail) are tracked per contact.
Manage leads, opportunities, quotations, and customer relationships.
Leads are created from web forms, inbound calls, messaging channels, or manually. Each lead has a status (New, Contacted, Qualified, Lost) and an assigned owner. Assignment rules can distribute leads automatically by territory, source, or round-robin.
Convert a qualified lead into an opportunity. Opportunities move through pipeline stages (Prospecting, Proposal, Negotiation, Closed Won, Closed Lost). The pipeline view gives you a visual Kanban board with deal values and win probability.
Create a quotation from an opportunity, add line items, and send it to the customer. Once accepted, convert it to a sales order with one click. The sales order flows into delivery and invoicing without re-entering data.
Every customer record shows a complete timeline: calls, messages, emails, invoices, support tickets, and notes. Click any timeline entry to open the full record. The 360 view is the single source of truth for any customer interaction.
Embed Octavion tracking on your website to capture form submissions with source attribution. Each submission creates a lead with the UTM parameters, referrer, and page URL attached — so you know which campaign brought them in.
Accounting, inventory, purchasing, HR, payroll, and manufacturing.
The general ledger records every transaction automatically from sales invoices, purchase invoices, and journal entries. View the trial balance, profit and loss, balance sheet, and cash flow at any time. All reports are generated from live data — no manual month-end close required.
Create sales invoices from sales orders or standalone. VAT is calculated automatically based on item tax templates. The system supports FTA-compliant e-invoicing for UAE businesses. Recurring invoices can be scheduled for subscription billing.
Track stock across multiple warehouses with serial number and batch tracking. Set reorder levels to receive alerts when stock runs low. Stock entries handle receipts, transfers, and adjustments. Valuation methods include FIFO, moving average, and LIFO.
Create purchase orders from material requests or reorder alerts. Track supplier quotations, compare prices, and convert the best quote to a purchase order. Goods receipts update inventory automatically.
Manage employee records, attendance, leave applications, and expense claims. Payroll runs generate WPS-ready payslips with salary components, deductions, and employer contributions. Payslips can be emailed to employees automatically.
Create projects with task lists, assign team members, and track time with timesheets. Project profitability reports show revenue versus cost per project. Manufacturing users can create BOMs, work orders, and track production.
WhatsApp, SMS, Telegram, web chat — all channels in one inbox.
All conversations from WhatsApp, SMS, Telegram, Viber, Facebook Messenger, Instagram DMs, and web chat appear in a single inbox. Click any conversation to see the full thread and reply. The customer's CRM record is shown alongside the chat for context.
Connect your WhatsApp Business API account in Settings → WhatsApp. Send template messages for notifications (order confirmations, appointment reminders) and free-form replies within the 24-hour window. Bulk campaigns use pre-approved templates.
Send and receive SMS through your connected Twilio number or SIP trunk. Two-way SMS threads are stored in the messaging inbox and linked to the customer's CRM record.
Add the Octavion chat widget to your website with a single script tag. Visitors can start a conversation that your agents handle from the messaging inbox. If no agent is available, the widget collects a name and email for follow-up.
Ask your business anything — reports, analysis, and coaching in natural language.
Open the AI Copilot from the sidebar or press / and type your question. Ask in plain English or Arabic: "What were our top 10 customers by revenue last quarter?" or "Show me call volume by hour for this week." The copilot queries your live data and returns a formatted answer.
Ask the copilot to generate reports: sales summaries, call center performance, inventory status, or accounts receivable aging. Reports include tables, charts, and key insights. You can ask follow-up questions to drill deeper.
The copilot transcribes calls automatically and scores them for sentiment and script compliance. Ask "Show me calls where customers mentioned a competitor" or "Which agent had the best satisfaction scores this month?"
The copilot is scoped to your business data by design. It will not answer personal questions, write code, or perform tasks outside your Octavion workspace. This ensures responses are always relevant and data stays within your system.
Users, roles, telephony, integrations, security, and system configuration.
Administrators add team members in Settings → Team. Each user gets a role (Admin, Manager, Agent, Viewer) that controls which pages and actions they can access. Invitations are sent by email with a secure login link.
Configure your phone system in Settings → Telephony. Add SIP trunks with presets for Etisalat and du (IP authentication) or any international provider (registration). The system connects to your PBX and applies changes to FreeSWITCH automatically. Enable/disable trunks and monitor registration status from the same page.
Connect external services in Settings → Integrations. Manage API keys for programmatic access — each key can be scoped to specific permissions. Webhook endpoints let external systems push events into Octavion.
Review login history and security events in Settings → Security. The audit log tracks who did what and when across the platform. Session management lets administrators revoke active sessions for any user.
White-label the platform with your own logo, colors, and domain. Changes apply across the dashboard, login page, and customer-facing widgets (chat, callback forms). Available on Enterprise plans.
Need more help?
Browse the developer documentation for API references and admin guides, or contact our team for hands-on support.
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