PBX Admin Guide - Working with Users

4. Working with Users

Please ensure that the Username contains an '@' as certain functionalities may not work correctly without it.

Users are the extensions on your system. This chapter describes how to add, edit, and import users to the system. System users are users associated with queues, auto attendants, and other system features.

Topics:

Displaying the Users Page

Adding Users

Editing Users

Importing Users

Exporting Users

Deleting Users

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 screenshot below shows an example of the Users page.

Please note, PBX users may sometimes show 'tags' next to their username, which indicate certain minimal requirements are not being met.

If a user has not set up both a Voicemail PIN and password, their username will include a “New” tag.

If a user has met all other minimum requirements but still has not set up a password, their username will include a “Password Required” tag.

A search field at the top-left of the page allows you to search users by entering their name, extension, site, or department, and then click 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.

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.
Site	Enter the site name to which the user belongs.
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. To learn more about the various choices look to our article User Roles - PBX Manager Portal Overview.
Caller ID	Select the caller ID to apply to the user.
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 in Chapter 10). Choices are: Checked = add phone extension. Not checked = do not add phone extension. Note: By default, up to 10 phones may be associated with a user.
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 ( ● ).
Voicemail PIN	Enter a numeric PIN to secure voicemail access.

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
– Click the edit icon at the far right of the User's entry, and then click Profile. For example:

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.

Use the Answering Rules tab to configure time frames and answering rules for the selected user.

Use the Voicemail tab to configure voicemail settings for the selected user.

Use the Phones tab to configure the phones associated with the selected user.

Use the Advanced tab to reset the user settings and data, send a welcome email, or force a password reset for the user.

Configuring the User Profile

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.

To remove/unassign a user to a Department and/or Site simply erase the current entry in the respective field and be sure to click the Save button, however, should you need assistance removing the department and/or site assigned across the whole domain please reach out to support for assistance.

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.
Site	Enter the site name to which the user belongs.
Timezone	Enter the user’s time zone.
User's Scope	Select the user’s access level. To learn more about the various choices look to our article User Roles - PBX Manager Portal Overview.
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	This is the area code associated with the user to allow 7-digit dialing within that area code. For example, if a user has '555' as their area code and they would like to reach '555-123-1234', the user will only need to dial '123-1234' as the area code will automatically be included for 7 digit dialing.
Caller ID Name	Caller ID name that will be displayed for this user.
Caller ID	Caller ID numbers that will be displayed for this user.
Emergency Caller ID	Caller ID number sent when calling 911. This may be different than your regular caller ID.
Dial Planning
Dial Translation	Select the Dialing Translation for the user.
Dial Permission	Select the Dialing Permissions for the user.
Change Account Security
Email Address(es)	Enter the user’s address used for email, password resets, etc. To add email addresses, click the green plus icon.
Multi-Factor Authentication	Shows information for Google Authenticator when set.
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 ( ● ).
Change Voicemail PIN
New PIN	Enter a new numeric PIN for voicemail access. For security, each typed PIN number is masked by a dot ( ● ).

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.

Use the Ring for entry 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.

Allowing or Blocking Calls

To allow or block calls for this user:

Click the Allow/Block button. The Allow/Block pop-up window appears.

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 to 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.

Complete the settings in the Add an Answering Rule pop-up window.

Table ‎ 4-2. Adding/Editing Answering Rules

Property	Description
Time Frame	Select a time frame to which this answering rule will be applied. Choices shown are the ones previously configured using the procedure under the section “Adding Time Frames."
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 (see Table ‎ 4-3). 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. On Active = forward calls to the number specified in the text field when you have one or more calls active. 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 (SIM Ring) allows multiple phones to ring at the same time when the Enabled check box is checked/set. Check boxes allow you to include the user’s extension, ring all user phones at the same time, and use answer confirmation for Off-net 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.

Table ‎ 4-3. 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.
Auto Attendant	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).

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.

Click Save. The Active designation appears next to the topmost time frame.

Editing Answering Rules

To edit an answering rule for this user:

In the Answering Rules tab, hover over the answering rule, and then click the icon at the far right of the entry.The Edit Answering Rule pop-up window appears.

Change the rule, as appropriate. For assistance, see Table ‎ 4-2.

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.
A confirmation prompt appears.

Click Yes to delete the rule or No to retain it.

Configuring User Voice mail

To configure voice mail for the selected user:

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

Complete the settings in the Voicemail tab.

Click Save.

Table ‎ 4-4. Voicemail Settings

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.
Copy to extension(s)	Add extensions here to also get copies of voicemail received by clicking the + button.
Data
Limit	Read-only field that shows user’s storage limit.
Used	Read-only field that shows the 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 icon. To download the selected greeting, click the icon. To upload or record a greeting, click the icon 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 icon to listen to your current name recording on your computer or click the 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. Notification only (no link or attachment) = system sends an email to this user but no link or attachment is included Send w/ hyperlink = system sends an email to this user with a link to the voicemail Send w/ attachment (leave vmail as new) = system sends an email to this user with the audio file of the message attached. The voicemail is left in their inbox as new. Send w/ attachment (move vmail to saved) = system sends an email to this user with the audio file of the message attached. The voicemail is moved to the saved folder. Send w/ attachment (move vmail to trash) = system sends an email to this user with the audio file of the message attached. The voicemail is moved to the trash folder.
Options	Check the appropriate unified messaging options. Choices are: Send email when inbox is full = system sends an email if this user’s voice mail inbox runs out of space. Send email after missed call = system sends an email if this user missed a call.

Configuring Phones

To associate phones with the selected user, click the Phones tab. A page similar to the following appears.

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 This User

Note: By default, up to 10 phones may be associated with a user.

To associate phones with this user:

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

Complete the settings in the Add a Phone pop-up window.

Click Add.

Repeat this procedure to associate additional phones with this user.

After you configure all phones, reboot the phones to apply these settings.

Table ‎ 4-5. Adding/Editing Phones

Setting	Description
Phone Suffix	Adding a phone: Enter a suffix for this phone. The suffix 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. Take note that there are some Reserved Extensions Suffixes. 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).
Emergency Caller ID	Caller ID number sent when calling 911.
Model	Select the telephone model. The remaining settings in the window change depending on the model selected.

Editing Phones

To edit a phone associated with this user:

From the Phones tab, either:
– Click a name
OR
– Click the icon at the far right of the phone entry. For example:
Either step displays the Edit Phone pop-up window.

Change the phone settings, as appropriate. For assistance, see Table ‎ 4-5.

Click Save.

Deleting Phones

If you no longer need a phone that is associated with this user, you can delete the phone.

In the Phones tab, click the icon at the far right of the phone entry. A confirmation prompt appears.

Click Yes to delete the phone or No to retain it.

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/Update From File 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.

Exporting Users

To download a list of users for the domain click the Export button and a comma separated values (.csv) file will automatically download.

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.

Advanced User Configuration

Advanced User Configuration is only available for Reseller, Office Manager, and Call Center Supervisor user scopes.

The 'Advanced' Tab within a User's settings allows the following:

Check the User's Status

Reset the User (Reset the user to default settings)

View the user's email address(es)

Send the user a Welcome Email (Includes link to set up password and voicemail PIN)

Send a password reset request for your own User

Note: When viewing another user that is not yourself, the 'Account Security' section pictured above will not be available. You will only be able to see this section when viewing your own User configuration.

Reset User

The Reset User option includes a secondary screen with optional toggles to delete VM Messages, VM Greetings, Answering Rules, Custom Contacts, and more.

Click the 'Select All Options' button to reset all settings. Clicking a second time will deselect all options.

Note: The 'Recycle User' option allows you to not only delete user data, but you can rename the existing user and change their email. This option also allows sending a welcome email to the new email address.

Once you have selected what data you want deleted for the user, you will see a final confirmation message. Select 'Reset' to proceed.

If you selected the 'Recycle User' option, you will be asked to enter a new name and email. You may optionally send a welcome email to the new email address via the toggle option at the bottom of the screen.

After proceeding, you will see a confirmation message that the data for the user was deleted.

Setting up and Resetting Account Access

The 'Advanced' tab is helpful when setting up new users and sending them the 'Welcome' email so the user can set up their credentials and sign in for the first time.

Once selected, a welcome email is sent to the selected user including the following information:

Additionally, if a user is unable to sign in due to an incorrect password, a user that has access to Advanced User Settings can send a new Welcome Email, which will allow the selected user to gain access again.