Assigning a trunk to a client makes it THEIR line: their outbound calls prefer it, and if their provider drops it (suspended account, unpaid balance, credential change) the sentinel opens a proactive ticket on their account and alerts you. "Fail over" keeps them calling on Nóvare's lines while it's down — watch those minutes; "block" refuses outbound until their line is back. Create/edit the trunk itself in the main admin → Trunks.

Unassigned-ticket, escalation, and SLA-breach emails go to this address. The phone shows under the client's numbers and on the Help tab.

Applies to portal tickets, voicemail tickets, and outage tickets. Assigned agents get the emails for their tickets (assignment, client replies). Unassigned tickets go to the support email above. Add yourself too if you want per-ticket routing.

A ticket waiting on Nováre longer than its target shows OVERDUE in the queue and emails you hourly until answered.

With business hours on, a ticket opened Friday 4pm with a 4-hour target is due Monday morning — not Friday night. Critical severity stays on the 24/7 clock unless you change it.

A voicemail on the support line (423-591-5000 → NT Operator → box 504) is transcribed and opened as a ticket on the caller's account — matched by their caller ID against client numbers. Unrecognized callers get an escalated ticket for a callback. Blank/no-speech clips are skipped.

A client phone that we've seen online and that stays offline past the threshold gets a proactive ticket with self-help steps (one ticket per client — an office-wide outage doesn't flood the queue). Nóvare Phone softphones with fresh push tokens are excluded (they sleep on purpose), as are extensions never seen online.

When ON the sentinel pings dark phones at their last-known address (re-opens NAT paths, prompts re-registration), push-wakes silent softphones (and flags ones that ignore 3 wakes), writes a cause diagnosis into each outage ticket (carrier-side vs whole-site internet/power vs one unplugged device), and watches our carrier trunks — one automatic re-register, then an ops alert if a trunk stays down.

When ON (and the mail server routing is in place — sysadmin task), ticket emails carry a per-ticket signed Reply-To like ticket+42-ab12cd34ef@…; a client's emailed reply lands in the thread, reopens resolved tickets, and wakes the AI front line. Only mail from the account's contact address with a valid signature is accepted — everything else is parked and flagged to you.

Shows at the top of every client's portal the moment it's live; turn it off (or let it auto-hide) when the window is over.

Applies to tickets waiting on the customer. A client reply always reopens a closed ticket.

Device GPS locations — Nóvare-admin only. Download the history, or open the full day-by-day log.

Each export contains four sections: per-client Summary (tickets, human vs AI replies, requests, 💲 billables, CSAT), Tickets, Change Requests, and Billables — filtered by the client / dates / search above.

Pasting a key is your go-ahead for the paid Claude API. The key is stored write-only (SIP-credential pattern) — it can be replaced or cleared, never viewed. Get one at console.anthropic.com; also store a copy in Vaultwarden.

Escalated/failed tickets are in the Tickets tab waiting for you — the AI never leaves a client unanswered silently. Use "Run AI now" inside any ticket to test (works even while OFF).