Our Products & Services
First Time Setup
Getting Started With Jobs
Getting Started with Ticketing
Setting Sonar up for Billing
Getting Started with Accounts
Getting Started with Inventory
User Specific Resources
How To: Using Sonar's Customer Portal
Account Types: Overview & Example Use Cases
Account Statuses: Overview & Example Use Cases
Account Management View: Overview
Scheduled Events: Overview & Use Cases
Notes & Tasks: Best Practices & Use Cases
Child Accounts: Best Practices & How Tos
Disconnecting an Account
Understanding the Affordable Connectivity Program
FCC Broadband Data Collection (BDC) Filings: How Sonar Can Help
Account List View: Overview
Specify Account ID upon Creation
Lead Intake Form Processing
Account Groups: Overview & Example Use Cases
CPUC Fixed Broadband Deployment by Address
Serviceable Addresses: Overview and Usage
FCC Data Exports: General Overview and Usage
Creating a New Account
Setting up Bank Account & Credit Card Processors
General Ledger Codes: Overview
Building a Data Service
Delinquency Billing Best Practices
Accounts in Vacation Mode
Batch Payments & Deposit Slips: Overview
Creating Discounts for Services and Packages
Setting Up Payment Methods and Taking Payments
Canadian ACH tool
Printed Invoice Batches: Overview
Delinquency Exclusions: Overview and Use Cases
Multi-Month Billing & Multi-Month Services
How to Take Bank Account Payments
Email Invoice Batch: Overview
ACH Batching: Overview
General Transactions: Best Practices
Usage Based Billing Policies: Overview and Usage
How to: Adding a Service to an Account
Usage Based Billing Policy Free Periods: Overview and Usage
Using Tax Exemptions - How To
Avalara: Overview & Setup
Print to Mail
Setting up an Outbound Email Domain
Triggered Messages: Setup
Call Logs: General Best Practices
Using the Mass Message Tool
Saved Messages: Overview
Message Categories: Overview & Use Cases
Phone Number Types: Overview and Use Cases
Email Variables & Conditions
Communication Tools: Overview
How to: Setting Up a Company in Sonar
Managing Multiple Companies in Sonar: Best Practices
Rebranding your Sonar Instance
Invoice Attachment Use Cases & PDF Examples
Invoice Messages: Overview & Use Cases
Invoices in Sonar: Examples, Creation & Contents
Calix Integration: Overview
GPS Tracking Providers: Overview
Webhooks in Sonar: Basic PHP Example
How to Connect Cambium to your Sonar Instance
RemoteWinBox - Integration with Sonar
External Marketing Providers
The Sonar Field Tech App
How to Connect Preseem to your Sonar System
Tower Coverage Integration: Overview
GoCardless Integration: Overview & Setup
Vetro FiberMap Integration: Overview
How to: Using Webhooks in Sonar
Setup of Inventory: Manufacturers, Categories, and Assignees
Inventory List View: Overview
Inventory Model Management: General Overview
Tracking and Using Consumable Inventory
Job Types: Best Practices
Setting Up Schedules General Overview
Applying Task Templates to Jobs
Scheduling Week View: Overview
Example Jobs & Templates
Scheduling How-to: Creating and Booking a Job
Edit Job Options
Jobs and Scheduling: Overview
Building a Monitoring Template
Pollers: General Overview, Deployment Strategy, Build Out & Setup
Building Alerting Rotations
IP Assignments & Sonar
MikroTik: Setting Up a Sonar Controlled DHCP Server
IPAM: Basic Setup
MikroTik as an Inline Device: Integration With Sonar
MikroTik: Controlling Speeds
MikroTik: Controlling Access
PacketLogic: Integration With Sonar
Setting Up CoA Proxy
RADIUS: Building Reply Attributes
Data Usage Available Methods
Pulse, Polling, and PHP
Using Multiple Network Devices in Sonar
Cable Modem Provisioning
Assigning RADIUS Addresses
Controlling Customer Speeds with Sonar: General Overview
RADIUS: Build-Out & Integration with Sonar
Network Dashboard: Overview
Being Cloud Native
Netflow Integration: Overview
Building a Device Mapper
Sonar IP Addressing
Automating IP Assignments, Data Rates, and Network Access in Sonar
Assigning an IP Address Using Sonar's IPAM: How to
Network Sites: Management View Overview
Building RADIUS Groups
Building Address Lists
Finding your OIDs
Understanding Sonar Reports
How To Enhance Your Reporting With Custom Field Data
Sonar's Business Intelligence: Overview
User Role Creation & Best Practices
Removing a Terminated Employee In Sonar
Password Policy In Depth
Application Firewall: General Overview and Best Practices
Role Creation using GraphiQL
How to Best Use Global Search
How Your Data is Backed Up
How To Use GraphiQL to Understand the Sonar API
Frequently Used Terms
Sonar's Rich Text Editor
Mutations in the Sonar API
API Calls Using Third Party Applications: Personal Access Tokens
The New Sonar API
Introducing the New Sidebar
Upgrading your Ubuntu OS - Customer Portal Upgrades
A Deeper Dive into the New Sonar API
Consuming the Sonar API
Filtering: Simple vs Advanced
Browser Compatibility and Minimum Hardware Requirements for Sonar
REST API Wrappers for V1 Compatibility
User Profile: Your Personal User Settings
Dynamic Time Zones in Sonar
System Settings: Overview
Troubleshooting the Customer Portal
Controlling Your Landing Page: Personal Preferences
Interacting with Files via the API
Getting Your Data into Sonar
Customizing Your Customer Portal
Canned Replies Examples & Templates
Canned Reply Categories
Inbound Mailboxes Example Build
Ticket Categories Best Practices & Example Build
Exploring Ticket Groups
Using Parent Tickets
How to Integrate Inbound Mailboxes with Slack
Advanced Ticketing Features
Working With the Sonar Team & Additional Resources
Sonar's Security Practices & Certifications
Sonar and General Data Protection Regulation (GDPR)
Technical Security Overview
CyberSecure Canada Certification
Sonar's Security Strategies
Best Practices for Fast Tracking a Support Request
How Sonar Bills Your Instance
The Sonar Status Page
The Sonar Community Forum
Feedback Portal / Suggest a Feature
Sonar Casts Table of Contents
How to Request Termination of your Sonar Instance
Submitting Bugs vs. Feature Requests
Third Party Customer Support Referrals
Client Services Training Overview
Learning with Sonar: Tools and Resources
Table of Contents
The resources linked below are intended to provide an overview of main topics and actions that customer service representatives would need to be familiar with when using Sonar software.
Knowledge Base Article
This article provides an overview of the information and features available from the account list view within Sonar.
Account List View (3:47)
The account view screen is home to both current and historical information about the account and allows you to perform a variety of actions against an account. This article details all of the information and actions that are available from within this screen and how you can interact with it.
Account Management View (26:14)
This document provides a general overview of the ticketing system within Sonar as well as ways to interact with tickets and ticket features.
Ticketing Interface (14:38)
Parent tickets allow you to link multiple tickets together within Sonar's ticketing interface. This document provides an overview of how to set up parent tickets, how you can interact with them, and communications with parent tickets.
Using Parent Tickets (4:49)
Notes and tasks allow you to keep all employees on the same page with account-related information and help to prevent any necessary tasks from being overlooked. This document contains details on each feature as well as the how-tos of setting them both up.
Scheduled events are actions that you can automate within Sonar to have some sort of change occur automatically at a later date. They are configured individually per account and can be utilized to help make your normal processes more efficient.
Scheduled Events (7:38)
Child accounts allow you to connect one or more accounts within Sonar, in a parent-child style relationship. This affects account transactions, invoices, and also comes with additional considerations with the account billing parameters that should be reviewed prior to using this functionality.
Child Accounts (5:44)
Call logs allow users to record and collect data while on the phone with a customer. This article provides an overview of how call logs are used, as well as best practices for when using them.
Call Logs (3:33)
The Vacation Status in Sonar allows you to suspend full billing for a customer, and this article will take you through the process of creating it.
Deletion of accounts is not supported within Sonar, however you can disconnect an account. This article provides the how-to for disconnecting accounts, as well as the results that this action has.
Disconnecting an Account (3:15)
This article will take you through how to use manual transactions in Sonar, and covers applying services, using refunds and reversals, and managing credits.
In this article, we review how you can add all of your services to an account, where these services are added, and what the addition looks like.
This article will walk you through the various pages and tabs available within the Customer Portal and provide some examples of common actions you can take.
General Recommended Resources
Knowledge Base Article
Global search is a helpful tool that will quickly and efficiently find what you are looking for within Sonar. From searching partial terms to specific entity IDs, global search will return all results relevant to what you are searching and also assist you with navigating to those results within the system.
An overview of Sonar's rich text editor is provided in this article, with explanations and examples of each tool available in the editor.
This article provides details on how to use simple and advanced filters within Sonar.
Simple vs Advanced Filtering (6:53)
This article provides details on the My Info page within Sonar, where an individual user can access and modify their user-specific settings and information.
This article provides details on notifications in Sonar, including the different types of notifications available and how you can start using them.
This article provides instructions for contacting support.
This article provides an overview of the Feedback Portal and how you can utilize it to submit and upvote feature requests.
This article provides a brief overview of Sonar's Business Intelligence tool, including how to access reports and the related learning resources available.
This article provides an overview of the Communication Tools feature in Sonar, including an in-depth look at the individual functions —along with how to use them— and what permissions are required.
This article provides an overview of the SMS notification feature, including the initial setup and permissions needed.
This article walks you through using dynamic time zones to provide more flexibility while scheduling jobs, viewing technician availability, and pulling up table details.
This article provides information for the "Default page on login" feature, contained in your Sonar Instance's User Profile.
This article services to outline the process of deploying voice services in Sonar, including but not limited to creating a voice service, assigning DIDs, and modifying generic parameters.
This article details how voice services are billed in your Sonar Instance.