Users are the extensions on your system. This article describes how to add, edit, and import users to the system. System users are users associated with queues, auto attendants, and other system features.
Displaying the Users Page
All user tasks are performed from the Users page. To display this page, click the Users icon on the menu bar:
The following figure shows an example of the Users page.
A search field at the top-left of the page allows you to search users by entering their name, extension, or department, and then clicking the magnifying glass icon: 
To sort users by name, extension, or department, click a blue column header. The arrow next to column header shows whether the items are sorted in ascending (up arrow) or descending (down arrow) order. 
The 
button at the top-right side of the page refreshes the information on the page.
The bottom-left side of the page has controls to display the next or previous page. The bottom-right side has controls to hide system users and select the number of users shown per page.
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Where to go from here: |
From the Users page, you can: Add users. See “Adding Users” on page . Edit users. See “Editing Users” on page . Import users. See “Importing Users” on page . Delete users. See “Deleting Users” on page . |
Adding Users
From the Users page, click the Add User button. An Add a User pop-up window similar to the following appears. (The options in your window might differ from the ones shown below.)
Complete the fields (see Table 4-1).
Click Add User.
Table 4-1. Adding/Editing a 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. |
| 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. |
| 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) |
| 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 (see Table 10-3 on page ). 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 (●). |
| 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 (●). |
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
icon at the far right of the Users page, and then click Profile. For example
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Where to go from here: |
When a page similar to the following appears, use the tabs to configure the settings for this user: Use the Profile tab to configure profile, caller ID, dial planning, and login password for the selected user. See “Configuring the User Profile” on page . Use the Answering Rules tab to configure time frames and answering rules for the selected user. See “Configuring User Answering Rules” on page . Use the Voicemail tab to configure voicemail settings for the selected user. See “Configuring User Voice mail” on page . Use the Phones tab to configure the phones associated with the selected user. See “Configuring Phones” on page . |
Configuring the User Profile
To configure the profile for the selected user, complete the fields in the Profile tab, and then click Save.
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. |
| 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 numbers 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. |
Dial Planning | |
| Dial Permission |
Select the dialing permissions for the user. |
Change Password | |
| New Password |
Enter a new numeric login password for the user. For security, each typed password character is masked by a dot (●). |
| 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 (●). |
Configuring User Answering Rules
See Article Configuring Answering Rules
Configuring User Voice mail
See Article Configuring Voice Mail
Configuring Phones
See Article Configuring Phones
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.
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From the Users page, click the Import button. The Import Users pop-up window appears.
- 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.
Deleting Users
If you no longer need a user, you can delete the user from the system.
- From the Users page, hover over the user, and then click the
icon at the far right of the row. A confirmation prompt appears. - Click Yes to delete the user or No to retain it.
