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Getting Started with CxPortal

Logging In

  1. Go to portal.pronetx.com — sign in with the credentials your organization provided.

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The CxPortal Homepage

When you open CxPortal you'll see the homepage; a summary view of your contact center.

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Homepage Widgets

  • Current Instance

    Shows your active instance and its region.

    If your organization has multiple environments, click Switch Instance to move between them.

  • Change Requests

    Shows recent change requests submitted for your instance.

    Each entry shows the request name, type (for example, Update Entity), status (such as Pending), submitter, and date. Click an entry to open it, or click All to see the full list.

  • Release Notes

    Shows the latest CX Portal releases, newest first.

    Each entry shows the release title, date, a Type badge, and a short summary. The badge tells you whether you need to do anything. For example, Type 1: No Action Required means the release needs nothing from your team. Click an entry to open the full release note, or click All to browse every release — see Viewing Release Notes.

  • Support Cases

    Shows your recent support cases.

    Each entry shows the case title, reference number, submitter, date, and status (such as Closed or Waiting on customer). Click Get Support to open a new case, or All to see every case.

  • Activity Feed

    A timeline of actions taken in your instance, such as creating or updating items and connection changes.

    Scroll to browse recent activity, or click All to see the full log.

The widgets you see on your homepage may vary depending on your role and permissions. For example, Pending Approvals is only visible to users with an approver or submitter role. A widget with nothing to show — because it has no entries yet, or because its data couldn't be loaded — displays No data to display.

What's Covered in the Documentation

CxPortal is built around a set of modules — each one covering a specific area of your contact center. You'll find each module listed in the left navigation of this documentation. It walks through each module in detail, with guides, overviews, and best practices.

  • Step-by-step how-to guides for CxPortal features
  • Conceptual overviews explaining what each feature does and when to use it
  • Key term definitions and use case examples
  • Best practices for daily operations, incident response, and configuration

Getting Help Inside a Module

Each module in CxPortal, including Access Management and CxCases, can carry its own built-in help. You open it from the Product Documentation icon in the upper right corner of the top bar.

  • If the module has built-in help: Click the icon to open the help panel at the top of the page. The panel pushes the page content down instead of covering it. When you hover over the icon, the tooltip shows the panel's title. Click the icon again, or click the close button on the panel, to close it. The panel also closes when you leave the module.
  • If the module has no built-in help: Click the icon to open this documentation site in a new browser tab.

The help panel shows only the sections that have content for the module you're in:

  • Video Tutorials — a list of Help videos. Click a video in the list, or click its preview, to play it in a larger player.
  • Documentation — a list of Help articles. Each link opens in a new browser tab.
  • Interactive Demos — a list of Help Demos. Each link opens in a new browser tab.

When the Documentation or Interactive Demos list has more than four links, it splits into pages. Use the dots below the list to move between pages.

Welcome to a Module

The first time you open a module that has built-in help, a welcome window introduces the module, and it may play a short video. Click Let's Go to close the welcome. The help panel stays open behind it so you can keep exploring. The welcome appears once per module, so you won't see it again for that module after you close it.

Built-in help appears only on pages you have permission to open. The videos, articles, and demos in each module's help are provided by Caylent and can change between releases. [VERIFY: which modules have built-in help published at release — the content is managed separately and is not part of the release code]

Need Help?

You can submit a support request from any page in CxPortal or CxCentral. Click Support in the upper right corner, fill out the form, and submit. You'll receive a confirmation email with your ticket number. Track your request in the Support Cases widget on CxCentral.

For the full walkthrough, see Submitting a Support Request.