Welcome to the official Cybergate Platform Documentation.
This documentation provides administrators, support teams, partners, and users with the information required to configure, manage, operate, and troubleshoot Cybergate communication and customer experience solutions.
The platform brings together business communications, contact-center capabilities, customer engagement channels, reporting, integrations, and administration within a unified environment.
Use the sections below to explore the major platform capabilities.
The Cloud Phone System provides centralized business telephony and unified communications capabilities for organizations of different sizes.
Administrators can manage users, extensions, phone numbers, call routing, devices, IVRs, ring groups, voicemail, recordings, and other communication services from a centralized management portal.
| Telephony | Administration | User Features |
|---|---|---|
| Extensions | User Management | Call Transfer |
| Inbound & Outbound Calling | Role Management | Call Forwarding |
| Interactive Voice Response – IVR | Device Provisioning | Call Pickup |
| Ring Groups | Phone Number Management | Call Parking |
| Call Queues | SIP Configuration | Voicemail |
| Time-Based Routing | Security Configuration | Voicemail to Email |
| Caller ID Management | Location Management | Call History |
| Music on Hold | System Configuration | Desktop / Web Client |
| Call Recording | Reporting | Mobile Client |
| SIP Trunks | Audit & Activity Logs | Presence |
The Inbound Contact Center helps organizations efficiently manage incoming customer interactions and distribute them to available agents.
Instead of callers receiving a busy response or immediately reaching voicemail when staff members are unavailable, calls can be placed into queues and intelligently distributed to available agents.
Supervisors and administrators can manage queues, agents, routing strategies, service levels, recordings, and customer interaction workflows.
| Queue Management | Agent Management | Customer Experience |
|---|---|---|
| Multiple Call Queues | Agent Assignment | Queue Announcements |
| Automatic Call Distribution | Agent Status | Music on Hold |
| Queue Priority | Agent Groups | Estimated Wait Experience |
| Skills-Based Routing | Agent Availability | Queue Callback |
| Queue Overflow | Supervisor Monitoring | Customer Identification |
| Queue Failover | Agent Performance | Post-Call Processing |
| Time-Based Routing | Call Monitoring | Call Recording |
| Queue Reporting | Whisper / Barge | Customer History |
| Advanced Routing | Agent Activity | Service-Level Reporting |
The Omni-Channel CX platform extends customer engagement beyond traditional voice calls.
Customers can communicate with your organization through multiple digital channels while agents manage conversations through a unified customer engagement environment.
This allows organizations to improve availability, response times, and the overall customer experience.
| Digital Channels | Agent Experience | Customer Management |
|---|---|---|
| Web Chat | Unified Agent Workspace | Customer Identification |
| Conversation Assignment | Interaction History | |
| SMS | Agent Availability | Customer Tags |
| Internal Notes | Contact Information | |
| Social Channels | Conversation Transfer | Customer Context |
| Web Messaging | Queue Integration | Conversation History |
| API Integrations | Skills-Based Assignment | Reporting |
| CRM Integrations | Notifications | Analytics |
| Chatbots / AI Integration | Multi-Channel Handling | Engagement Tracking |
The Outbound Campaign Management platform helps organizations automate and manage outbound customer communication activities.
Rather than requiring agents to manually work through customer contact lists, campaign tools can organize leads, control dialing activities, distribute connected calls, and provide campaign reporting.
| Campaign Management | Lead Management | Reporting |
|---|---|---|
| Multiple Campaigns | Lead Import | Campaign Reports |
| Start / Stop Campaigns | Bulk Upload | Lead Reports |
| Campaign Scheduling | Lead Status | Agent Reports |
| Queue Integration | Retry Management | Call Statistics |
| Agent Assignment | Contact History | Campaign Performance |
| Campaign Controls | Lead Updates | Success Rates |
| Dialing Rules | Retry Rules | Agent Productivity |
| Time Restrictions | Contact Management | Historical Analytics |
| Campaign Monitoring | Lead Filtering | Activity Reporting |
Cybergate reporting and analytics provide visibility into communication activity, contact-center performance, agent activity, customer interactions, and system usage.
Available reports can include:
Connect the Cybergate platform with external business systems and communication services.
Integration areas can include:
Developers can integrate applications and business systems with supported Cybergate platform services using APIs and webhooks.
Developer documentation covers:
Security guidance provides administrators with recommended configuration practices for protecting users, communication services, integrations, and platform access.
Topics include:
Use the troubleshooting section to diagnose common service, configuration, registration, audio, calling, integration, and application issues.
Common topics include:
Step-by-step guides provide practical instructions for performing frequently required administrative and user tasks.
Examples include:
If you cannot find the information you need in the documentation, please contact the Cybergate Support Team.
When reporting an issue, provide as much relevant information as possible, including:
Providing these details will help the support team investigate your request more efficiently.
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