Agent Program's Frequently Asked Questions

General Questions

  1. How do I Sign Up?
  2. How do I know if my account is activated?
  3. How do I know that my payment card information is safe?
  4. How do I get a website?
  5. How do I get paid?
  6. How do I get help as a reseller?
  7. What is my commission?

Customer Management

  1. How do I manage my customers?
  2. What is the ACRM?
  3. How do I use the ACRM?
  4. What type of customer information do I have access to?
  5. What type of customer management can I do on the ACRM?

Agent Account Management

  1. How do I change my account settings?
  2. How do I add a credit card to my Agent Account?
  3. How do I add funds to my agent account?
  4. How do I view the transactions on my agent account?

Customer Account Management

  1. How do I create a new customer account?
  2. How do I add credit to a customer's account?
  3. How do I remove credit from a customer's account?
  4. How do I add a payment method for a customer?
  5. How do I view my customers?
  6. How do I modify a customer's information?
  7. How do I view the balance activity for a specific customer?
  8. How do I view the call history for a customer?
  9. How do I add/modify auto speed dial numbers to a customer's account?
  10. How do I add/modify caller id numbers to a customer's account?
  11. How do I view a customer's invoice?
  12. How do I suspend a customer's account?
  13. How do I unsuspend a customer's account?
  14. How do I view customers that may be using another agent but would like to transfer to my agent account?
  15. Is it possible for a customer to change his/her agent?




General Questions


How do I sign up?
eMax Communications offers two main methods for resellers to sign up for the reseller/agent program:
  1. By filling out the Agent Sign-Up form on the website.
  2. By sending an email to Agent Support requesting the agent package
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How do I know if my account is activated?
All accounts are activated after the agent forms submitted are reviewed.
If an agent/reseller's account is activated, the following items are sent to them:

  1. An email for reseller account creation.
  2. An email for freshbooks account creation.
  3. A welcome email to set up an appointment for training.
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How do I know that my payment card information is safe?
Your card information goes directly through our payment processor - Authorize.Net.
All information is sent to Authorize.Net using 128-bit SSL encryption technology.

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How do I get a website?
To get a website:

  1. Ensure that you specify a website name on the agent sign up form
  2. Request a website by contacting Agent Support.
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How do I get paid?
eMax Communications, LLC pays all agents/resellers who do not owe the company and have a minimum commission of $50 due.
All resellers/agents are paid in one of two ways:

  1. The commission is given to the reseller as calling credits.
  2. A check is sent to the address filled out in the agent form on the 25th of the next month.
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How do I get help as a reseller?
To get help as a reseller:

  1. Send an email to Agent Support.
  2. Call the help desk at 1-678-608-1071, 1-800-948-4996, or 1-612-990-3973 for assistance.
  3. Fill out a support form on the agents portion of the website.
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What is my commission?
All agents/resellers are awarded a commission of 10% of their total sales.

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Customer Management


How do I manage my customers?
All agents/resellers manage their customers using the Agents Customer Relationships Management (ACRM) portal provided at no cost by eMax Communications, LLC.

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What is the ACRM?

  • The ACRM also known as the Agents Customer Relationships Management portal.
  • The ACRM serves as a back office for agents/resellers to manage all their customers.
  • Resellers are able to manage customers that are manually set up and those that sign up on the agent's website.
  • The ACRM can be found here
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How do I use the ACRM?
All tutorials or acrm help guides can be found here.

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What type of customer information do I have access to?
All agents/resellers who use the ACRM have access to the following information about their customers:

  • Unique login Id provided to the customer.
  • The Personal Identification Number (PIN) for the agents account.
  • Full name of the customer’s account.
  • Address for the customer’s account.
  • Email address for the customer.
  • Phone numbers the customer can be reached.
  • Last 4 digits of any credit cards that the customer has on their account.
  • Auto Speed Dial numbers that have been set up for the customer.
  • Account Id for the customer’s account.
  • Current balance on the customer’s account.
  • Transaction history on the customer's account.
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What type of customer management can I do on the ACRM?
All agents/resellers using the acrm can perform the following customer-related functions:

  • Add New users
  • Modify user's information
  • View customer's call history
  • View customer's payment history
  • Add/modify customer's credit card information.
    The credit card numbers are blocked out and can only be modified if customer provides reseller with the card information.
  • Add/Update any customer account information
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Agent Account Management


How do I change my account settings?
To view your agent settings:

  1. Log in to the ACRM
  2. Click on the My Profile link displayed on the top left of the page

To change your settings:
  1. Click My Profile and make modifications to any account settings you desire.
  2. Click Update My Settings to save changes to your settings.
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How do I add a credit card to my Agent account?
To add a credit card to your agent account:

  1. Log on to the ACRM
  2. Click Edit Profile icon
  3. Click the text to te right of "Credit Card"
    If there is no current credit card on file, you will see the Add New button
    If there is already a credit card on file, the last 4 digits of all the cards will be displayed in addition to the Add New button.
    If you have a card on file, you are also provided the option to delete existing cards from your account
  4. Click Update My Profile to save the changes
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How do I add funds to my Agent account?
To add funds to your agent account:

  1. Login to the ACRM
  2. Click Edit Profile
  3. Click the text to te right of "Credit Card".
    You need to have a credit card on your account to add funds to the account
  4. Click the card number you wish to use for adding funds to the account
  5. Enter the amount you wish to add to the account
  6. Click Confirm and you will be provided with a confirmation on the status of your transaction
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How do I view my Balance Activity?
To view your balance activity:

  1. Click on Edit Profile
  2. On the Profile page, click View (text on the right of "Balance Activity")
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Customer Account Management


How do I create a new customer account?
To create a new customer account:

  1. Click on the End Users icon
  2. Click on the Add icon to access the New Customer Signup page
    Ensure that all the customer information is entered
  3. Click the Add Account and expect a confirmation on the status of the operation
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How do I add credit to a customer's account?
There are 2 ways that a customer can receive credit:

  1. Direct payments to an agent or
  2. Using a credit/debit card

To add calling credit to a customer's account:
  1. Click the End User icon
  2. Enter information about the user
  3. Click the Search button
  4. Click the customer to retrieve the customer's profile
  5. Click [Credit/Debit] to the right of Balance
  6. For users who have paid cash to the agent:
    1. Click the Credit option
    2. Enter the amount desired by the customer
    3. Click the Confirm button and a confirmation on the status of the transaction will be displayed
  7. For users who need to pay by credit card:
    1. Click the Credit card button
    2. Enter a new credit card for the customer or select a current credit card for the customer
    3. Enter an amount and click the Confirm button and a confirmation on the status of the transaction will be displayed
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How do I remove credit from a customer's account?
To remove calling credit from a customer's account:

  1. Click the End User icon
  2. Enter information about the user
  3. Click the Search button
  4. Click the customer to retrieve the customer's profile
  5. Click [Credit/Debit] to the right of Balance
  6. Click the Debit option
  7. Enter the amount desired by the customer
  8. Click the Confirm button and a confirmation on the status of the transaction will be displayed
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How do I add a payment card to a customer's account?
The ACRM accepts the following payment methods:

  • American Express Card
  • Discover Card
  • MasterCard Credit/Debit Cards
  • Visa Credit/Debit Cards

To add a payment card to a customer's account:
  1. Click the End User icon
  2. Enter information about the user
  3. Click the Search button
  4. Click the customer to retrieve the customer's profile
  5. Click the text to the right of "Credit Card"
    The text will be: Not Assigned if there is no payment card, or Available if one already exists
  6. Click the Add New button and fill out the information specific to the customer.
    You will have the option to enter the amount that the customer's card needs to be charged with
  7. Click the Add/Update button to add the payment card
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How do I view my customers?
To view your customers:

  1. Click the End Users icon
  2. To view all customers, click the My Customers option and click the
    Search button
  3. To view a specific customer, enter information about the customers and click the
    Search button
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How do I modify my customer's information?
To modify a customer's information:

  1. Click the End User icon
  2. Enter information about the user
  3. Click the Search button
  4. Click the customer to retrieve the customer's profile
  5. Make changes to the customer's account and Click the Update Customer Information button to save the changes
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How do I view a customer's balance activity?
To view a customer's balance activity:

  1. Click the End User icon
  2. Enter information about the user
  3. Click the Search button
  4. Click the customer to retrieve the customer's profile
  5. Click View to the right of Balance Activity to view the customer's balance activity
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How do I modify my customer's information?
To View a customer's call history:

  1. Click Call History
  2. Select the User's account from the drop down
  3. Select a time period
  4. Select the Format:
    • Standard for Call History summary
    • Detailed for Call History details
  5. Click the View Call History button
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How do I add/modify auto speed dial numbers for a customer's account?
To add/modify the auto speed dial numbers for a customer's account:

  1. Click the End User icon
  2. Enter information about the user
  3. Click the Search button
  4. Click the customer to retrieve the customer's profile
  5. Click the text to the right of "Auto Speed Dial"
    If there are no Auto Speed Dial presets, it will display "Not Assigned" otherwise it will show "Assigned"
  6. Add or Update the auto speed dial numbers and Click the Add/Update button to save the changes
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How do I add/modify caller ids for a customer's account?
To add/modify the caller id numbers for a customer's account:

  1. Click the End User icon
  2. Enter information about the user
  3. Click the Search button
  4. Click the customer to retrieve the customer's profile
  5. Click the text to the right of Caller Ids"
    If there are no Auto Speed Dial presets, it will display "Not Assigned" otherwise it will show "Assigned"
  6. Add or Update the auto speed dial numbers and Click the Add/Update button to save the changes
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How do I view a customer's invoice?
To view a customer's invoice:

  1. Click Invoices
  2. Select the User's account from the drop down
  3. Select a time period
  4. Select the Format:
    • Standard for Invoice summary
    • Detailed for Invoice details
  5. Click the View Invoice button
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How do I suspend a customer's account?
To suspend a customer's account:

  1. Click the End User icon
  2. Enter information about the user
  3. Click the Search button
  4. Click the customer to retrieve the customer's profile
  5. Click the Disable button and a confirmation should be visible to confirm the success.
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How do I unsuspend a customer's account?
To unsuspend a customer's account:

  1. Click the End User icon
  2. Enter information about the user
  3. Click the Search button
  4. Click the customer to retrieve the customer's profile
  5. Click the Enable text to the right of the Disabled: text and a confirmation should be visible to confirm the success.
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How do I view customers that may be using another agent but would like to transfer to my agent account?
To view customers that may want to transfer their account to you as his/her agent:

  1. Click the End User icon
  2. Click the All Customers option
  3. Enter information about the user
  4. Click the Search button to display any customer that satisfies the search criteria
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Is it possible for a customer to change his/her agent?
ACRM allows customers to switch agents after receiving approval from the eMax Communications Agent Management Department.
To transfer a customer to your agent account:

  1. Click the End User icon
  2. Click the All Customers option
  3. Enter information about the user
  4. Click the Search button to open the transfer customer form
  5. Enter the relevant information for the customer transfer
  6. Click the Request Transfer button to send the transfer information to the eMax Communications Agent Management Department
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