This article goes over adding and editing user accounts. To see how to delete, reset or recycle users/ extensions see Article: Deleting, Resetting and Recycling Users

Prerequisites

  • Portal access with privileges higher than Office Manager scope.
  • Individual users and Office Managers can manage some select features by logging in under their own extension.
  • If you require assistance with these features please contact support.

Adding a User

  • From the Users page, click the Add User button at the top right.
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  • An Add a User pop-up window similar to the following appears. (The options in your window might differ from the ones shown below.)
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  • Complete the fields (see Table).
  • Click Add User.
Setting

Description

First Name

Enter the user’s first name. The dial-by-name directory can match on this field, but will by default match Last Name.

Last Name

Enter the user’s last name. The dial-by-name directory can match on this field.

Extension

Enter the user’s extension.

Department

Enter the department to which the user belongs. (ie: Sales, Accounting)

Site

Enter the site to which the user belongs. (ie: New York, Toronto)

Email Address(es)

Enter the user’s address used for email, password resets, etc. To add email addresses, click the green plus icon.

User's Scope

Select the user’s access level. Choices are the following (your selections might be different):
• Basic user
• Office manager
• Call center agent (may not appear in your drop-down list)
• Call center supervisor (may not appear in your drop-down list)

911 Caller ID

Caller ID number sent when calling 911. This may be different than a regular caller ID. (Only Administrators with the correct access can view and configure this)

Enable Voicemail

Enable or disable voicemail. Choices are:
• Checked = enable voicemail.
• Not checked = disable voicemail.

                                                                                                                                                         

Add Phone Extension

This setting allows you to add a phone extension. Phone extensions allow users to be associated with a phone. A user can have one or more phone extensions. For example, user 111 could have three phones designated as 111a, 111b, and 111c. If you check this check box, you can then associate a phone to the user.
Choices are:
• Checked = add phone extension.
• Not checked = do not add phone extension.

New Password

Enter a new numeric login password for the user. For security, each typed password character is masked by a dot (DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6v9623b5093fe94f8ea1eef4672cefead6).

Confirm New Password

Enter the same numeric login password you entered in the New Password field. For security, each typed password character is masked by a dot (DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6v6b70d2af78294fd88449628d57c001e4).

 

Editing Users

There might be times when you need to edit users. For example, you might need to change names, passwords, answering rules, voice mail, or phone settings

From the Users page, either

  • Click a name
    or
  • Hover over a user name, click the DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6vc0debe7ad2e14b369f3bd93c10c60be7 icon at the far right of the Users page, and then click Profile. For example:
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Configuring User Profiles

To configure the profile for the selected user, complete the fields in the Profile tab, and then click Save.

Note: The options in your tab might be different than the ones shown below.

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Setting Description
Profile Information
First Name                                                               

Enter the user’s first name.

Last Name

Enter the user’s last name. The user’s last name is particularly important for the dial-by-name directory, as it matches on this field.

Login Name

Read-only field that shows the login name this user uses to log in to the portal.

Department

Enter the department to which the user belongs. (ie: Sales, Accounting)

Site

Enter the site to which the user belongs. (ie: New York, Toronto)

Timezone

Enter the user’s time zone.

Email Address(es)

Enter the user’s address used for email, password resets, etc. To add email addresses, click the green plus icon.

Record User's Calls  

Select whether the calls for this user will be recorded (Yes) or not recorded (No).

Directory Options

 Enables or disables announce in auto directory and list in directory features.
• Announce in Audio directory = check to include the user in the dial-by-name directory.
• List in Directory = check to add user to the internal extensions list (contacts).

Caller ID Information
Area Code

Area code associated with the user.

Caller ID

Caller ID number that will be displayed for this user.

911 Caller ID

 Caller ID number sent when calling 911. This may be different than your regular caller ID. (Only Administrators with the correct access can view and configure this)

Change Account Security
New Password

Enter a new numeric login password for the user. For security, each typed password character is masked by a dot (DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6v30b28265322e4889a8c1db0e646abdd3).

Confirm New Password

Enter the same numeric login password you entered in the New Password field. For security, each typed password character is masked by a dot (DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6vb9ec1f34a61a47cf8d95cb2014140dc4).

Change Voicemail PIN
New PIN

Enter a voicemail PIN for the user.

 

Configuring User Answering Rules

Answering rules define how calls to this extension are handled. To configure answering rules for the selected user:

  • From the Users page, click the Answering Rules tab. A page similar to the following appears.
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  • Use the Ring for drop-down list to select the maximum number of seconds that incoming calls ring for this user before the system routes the call to the user’s voicemail or the Forward If Unanswered option, if configured.
  • From this page, you can:
    – Allow or block calls for this user.
    – Add answering rules for this user.
    – Change the active rule for this user.
    – Edit answering rules for this user.
    – Deleting answering rules for this user.

Allow/Block Numbers 

To allow or block calls for this user:

  • Click the Allow/Block button. The Allow/Block pop-up window appears.
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  • Calls from allowed numbers bypass call screening and server side Do Not Disturb (not phone DND). To allow numbers for this user, enter a number in the Enter a number field under ALLOWED NUMBERS, and then click the plus sign next to this field. Repeat this step for each additional number you want to allow for this user.
  • Calls from blocked numbers receive a fast busy or number disconnected message. to block numbers for this user, enter a number in the Enter a number field under BLOCKED NUMBERS, and then click the plus sign next to this field. Repeat this step for each additional number you want to block for this user.
  • To block anonymous or unknown numbers, check Block anonymous or unknown.
  • Click Done.

Adding Answering Rules

Adding additional answering rules allows you specify alternate call answering rules in a different time frame (for example, handle calls differently on a weekend than on a weekday). To add an answering rule for this user:

  • Click the Add Rule button. The Add an Answering Rule pop-up window appears.
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  • Complete the settings in the Add an Answering Rule pop-up window.
Setting Description
Time Frame

Select a time frame to which this answering rule will be applied.

Enabled

Add an answering rule: this check box does not appear. Edit an answering rule: enable (check) or disable (uncheck) this time frame
for this user.

Do not disturb

Enables or disables the Do Not Disturb feature. Choices are:
• Checked = enable Do Not Disturb. Send all calls directly to voicemail (if available), without ringing the phone.
• Not checked = disable Do Not Disturb.

Call screening

Enables or disables the Call Screening feature. Choices are:
• Checked = enable Call Screening. System prompts callers to say their
name, and then lets you screen the call before accepting it.
• Not checked = disable Call Screening.

Call Forwarding Options

Select the following appropriate Call Forwarding settings. When entering another extension as a Call Forward option, a drop-down menu allows you to forward the call to specific resources associated with that extension. Some settings might not appear, depending on the features associated with the given extension.
Choices are:
• Always = immediately forward calls to the number specified in the text field.
• When busy = forward calls to the number specified in the text field when your extension has used all available call paths.
• When unanswered = forward calls to the number specified in the text field if the call is not answered after the specified ring timeout.
• When offline = automatically forward calls to the number specified in the text field if your desk phone has lost communication (for example, during a power outage).

                                                                                                                                                                          

Simultaneous Ring

Simultaneous ring allows multiple phones to ring at the same time. Check boxes allow you to include the user’s extension, ring all user phones at the same time, and use answer confirmation for offnet numbers.
• Include user’s extension = check to ring the phone with the same extension as the user.
• Ring all user’s phones = ring all phones associated with this user at the same time.
• Answer confirmation for offnet numbers = ensures when conducting a simring to a cell/landline that the answering party is a person instead of voicemail by requesting them to press 1 to accept the call.
In this field, you can enter the extension of another telephone you want to ring.The clock icon allows you to specify a ring delay. A ring delay allows you to enter the amount of time before the call rings at the destination. To add other phones to the simring, click the green plus icon.

Just ring user's extension

Enables or disables the ringing of your telephone only.
• Checked = incoming call rings just your telephone.
• Not checked = feature is disabled.

 

Call Forward selections

Selection Description
User Forward calls to the user at the specified extension and follow their user-answering rules.
Handset Bypass the user-answering rules and forward calls to the handset associated with the specified user.
Voicemail Forward calls to voicemail at the specified extension.
Queue Forward calls to the queue associated with this user.
Autoattendant Forward calls to the auto-attendant associated with this user.
  • Click Save.
  • Repeat this procedure to add answering rules for this user.

Changing the Active Answering Rule

You can define multiple answering rules, but only one rule can be active at a time. The active rule is the first rule with a matching time frame. Best practices dictate that you order answering rules according to how specific they are, with the most specific time frames (for example, Holidays) at the top.

Assume today is Monday, July 4th. In this example, the Holidays and Open time frames could match the time and date conditions for July 4th. If Holidays is the first rule, however, it becomes the active rule. But if Open is the first rule, Open becomes the active rule.

To specify a rule other than the top one as the active rule:

  • In the Answering Rules tab, find the rule you want to designate as the active rule.
  • On the left side of the Answering Rules tab, hover the mouse over the up/down arrows for that rule (the pointer changes to a 4-headed arrow).
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  • Hold down your mouse button, drag the rule to the top row, and then release the mouse button. A message tells you that the answering rules have been reprioritized and prompts you to click Save.
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  • Click Save. The Active designation appears next to the topmost time frame.
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Editing Answering Rules

To edit an answering rule for any user:

  • In the Answering Rules tab, hover over the answering rule, and then click the icon at the far right of the row.

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    The Edit Answering Rule pop-up window appears.

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  • Change the rule, as appropriate.
  • Click Save.

 

Deleting Answering Rules

If you no longer need an answering rule for a user, you can delete the rule. You can delete any answering rule, except the default rule.

  • In the Answering Rules tab, hover over the answering rule, and then click the icon at the far right of the row.
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    A confirmation prompt appears.
  • Click Yes to delete the rule or No to retain it.

Configuring User Voicemail

To configure voice mail for the selected user:

  • From the Users page, click the Voicemail tab. A page similar to the following appears.

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  • Complete the settings in the Voicemail tab.
Setting Description
Enable

Enable (check) or disable (uncheck) voicemail.

Inbox
Options

This setting affects audio voicemail (calling into voicemail), but does not affect the web portal voice messages. Check the appropriate inbox options. Choices are:
• Sort Voicemail inbox by latest first = plays newest messages first.
• Announce voicemail received time = plays the timestamp of the message.
• Announce incoming call ID = plays the caller ID number if available.

Operator Forward

This setting determines where a call is sent if the caller presses 0 while the voicemail greeting is being played. When using this feature, tell callers near the beginning of your recorded voicemail greeting that they can press 0 to redirect their call.

Number of Messages

Read-only field that shows the current count of messages. Click the Clear messages link to delete messages, but leave greetings in place

Data
Limit

Read-only field that shows user’s storage limit.

Used

Read-only field that shows user’s used storage. Click the Clear data link to delete all messages, greetings, and the name recording.

Greetings
Voicemail Greeting

To select an active voicemail greeting, click a greeting from the drop-down list.
To play the selected greeting, click the DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6v805cdf728c0546bfbf9ac8671a27ec7c icon.
To download the selected greeting, click the DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6v402e753702db406486cb7b33e8c31b9f icon.
To upload or record a greeting, click the icon DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6v1c41ce90d4f14885b5bf13a6c6ba87ed to display the Manage Greetings pop-up window. Greetings must be in MP3 or WAV format.
To upload a greeting:

  • Next to New Greeting, click Upload.
  • Use the Browse button to select the file.
  • In the Greeting Name field, enter a name for the greeting.
  • Click Save and Done.

To record a greeting:

  • Next to New Greeting, click Record.
  • In the Call me field, enter number to call (either an extension or a telephone number such as your cell phone).
  • In the Greeting Name field, enter a name for the greeting.
  • Click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording.
  • Click Done. (Or click Add Greeting to add another greeting.)
Recorded Name If your company has a dial-by-name directory, you must record your name to appear in the directory. Click the DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6vcecac4a2449f445e986b501217441544 icon to listen to your current name recording on your computer or click the DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6v5ff43f4aa2e94a6b8d13c04eadf2265c icon to upload or record a new greeting.
Unified Messaging

                                                                                                               

Email Notification

Adjust your voicemail to email settings. Choices are:
• None = no emails when voicemail is left.
• Send w/ Hyperlink = system sends an email to this user with a link to the voicemail
• Send w/ Brief Hyperlink = system sends an email to this user in plaintext with a link to the voicemail
• Send w/ Attachment (storage option) = system sends an email to this user with the audio file of the message attached. The storage option lets this user leave messages in his inbox as new, move to saved, or move to trash.
• Send w/ Brief Attachment (storage option) = system sends an email to this user in plaintext with the audio file of the message attached. The storage option lets this user leave messages in his inbox as new, move to saved, or move to trash.
  • Click Save.

Configuring Phones

To associate phones with the selected user:

From the Users page, click the Phones tab. A page similar to the following appears.
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From the Phones tab, you can:

  • Associate a phone with this user.
  • Edit phones associated with this user.
  • Delete phones associated with this user.

Associating Phones with a User

To associate phones with this user:

  • Click the Add Phone button. The Add a Phone pop-up window appears.

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  • Complete the settings in the Add a Phone pop-up window.
Setting Description
Phone Name

Adding a phone: Enter a name for this phone. The name should allow you to differentiate this phone from other phones you associated. For example, if you add phones for x111, you can name them 111a, 111b, and so on.
Editing a phone: read-only field that shows the name of the phone.

Record Calls

Select whether calls will be recorded (Yes) or not recorded (No).

Model

Select the telephone model. The remaining settings in the window change depending on the model selected.

Preferred Server Select the preferred server with which the phone will be used.

 

Overrides                                                     

Manual phone codes, specific to each model and firmware, which allow customization of phone features.
  • Click Add.
  • Repeat this procedure to associate additional phones with this user.
  • After you configure all phones, reboot the phones to apply these settings.

Editing Phones

To edit a phone associated with this user:

  • From the Phones tab, either:
    – Click a name
    OR
    – Hover over a name, and then click the DocsDisplay?zgId=706568888&mode=inline&blockId=fwx6v64d58270f16d43c8b317655fec7eb37e icon at the far right of the page.
    Either step displays the Edit Phone pop-up window.
  • Change the phone settings, as appropriate.
  • Click Save.

Importing Users

A quick way to add users into the system is by importing them. The system accepts users in comma-separated-value (CSV) format. As part of this procedure, you can download a CSV-formatted template that can be opened using Microsoft Excel, populate the template with users, and then import the template.

From the Users page, click the Import button. The Import Users pop-up window appears.
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  • To download a template that you can populate and import into the system:
    – Click the Download Template button.
    – Save the template to an area you can access.
    – Open the template, populate it with users, and then save the template.
  • Click the Browse button, navigate to the location where the file containing the users to be imported is located, click the file, and then click Open.
  • Click Upload. The system shows a preview of the data to be imported and allows you to edit the values if needed.

Flowchart