Call Harbor

Call Harbor is a white-label cloud phone system for MSPs, run on NetSapiens. Connect it once with an API key from Call Harbor, and Neo reads every client domain under your account.

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What Neo can do with Call Harbor

• Show each client’s calls, missed calls and minutes on a dashboard, over the dashboard’s period
• Report a call queue’s volume, service level, wait times, abandoned calls and agents
• Check a user’s phone registration, recent calls and forwarding on a phone ticket
• Add or change users, devices, phone numbers, forwarding and call queue agents, with the approvals your access profile sets

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A phone dashboard

Ask the Neo Support Agent on the Dashboards page for the dashboard you want, such as “calls, missed calls and minutes per client for the last 7 days” or “our support queue’s service level and abandoned calls this month”. Dashboards read Call Harbor and change nothing in it.

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Each ticket stays with its client

One Reseller key reaches every client domain under your account. On a ticket that names a company, Neo sends a call only for the domain that company is mapped to. Reports across every client are for dashboards, chats and scheduled agents.

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Your domains are mapped to companies

Neo matches your Call Harbor domains to the companies in your PSA and keeps the mapping on the Call Harbor card’s Organization Mapping tab, refreshed on each PSA metadata sync. Matching first uses the domain name when it is an internet domain your PSA company’s website shows, such as contoso.com. Then it uses the domain’s description: exact, then after stripping a legal-form suffix (Ltd, Inc, LLC). Last comes an AI match for the long tail. A description that matches exactly one of your PSA companies, as it is or after stripping a legal-form suffix, or a match you confirm, is handed straight to your agents. A match on the website domain and an AI match wait for you on the Organization Mapping tab, and so does a name two of your PSA companies share, or two domains that match one company, which go to the AI match. Confirm or correct each there. Anything Neo could not match stays unmapped and visible on the same tab, where you can set the right company by hand. A mapping you set by hand survives every later sync. See Call Harbor API for the permission groups.

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Next steps