System Administrator is the first page you will be encountering on the Menu Page.
Once you click "Users" on the menu, three sub-pages will be displayed.
By clicking once again "Users", you can perform user creation, deletion, authorization and similar updates on this page. Besides, many details with regards to the users can be seen. User name, email, assigned profiles, queue and station number are some of them in this regard.
What will be visible can be set by clicking "I I I" icon at the top right of the page and after saving it, any changes made will be reflected to the table instantly.
In addition, it is possible to get more tailored results by benefiting from one or multiple filters situated at the top of the table such as agents, teams, queues and statuses.
Once you click "New" button located again at the top right, you will be directed to the following page where you can create a new user.
When you click the hamburger menu icon next to every user profile defined, there are two options, namely "Edit" and "Delete".
Once "Edit" is pressed, many modifications can be made with regards to the respective user. First one is "User Information” in this regard where you can modify the general and major information about the user such as date of birth, gender, contact information. Apart from these, there are also other settings can be changed such as chat language and the user can be inactived as well.
Note: New users need an active status to log in. Even with an account, inactive users would not be able to access the system until activated.
After you click "Profiles" from the field at the left of the page, you can edit user profile. Desired profiles can be assigned to the user. Afterwards, the user will have access to that profiles assigned to him/her. It should be noted that it is maximum 20 profiles that a user can be added. To finalize any changes made, please click "Save" button.
As the title denotes, permissons can be configured after clicking "Permissions". First and foremost, chat limit can be set. The maximum number of chats that the user can handle at once are set out of Chat Limit and it must be either left blank or entered 0 for making it unlimited.
There are also various permissions that can be set such as access call recordings, blacklist management, custom app access.
Apart from it, other permissions falling under "Advanced Permissions" such as restricting manual calls,dual-role optimization, hiding the respective user from transfer contact list can be set as well. You need to switch the toggle button to activate it. Once you do, the colour of it will turn into orange standing for its active. Last but not least, you need to click falls under "Save" icon to finalize it, otherwise any changes made will not be finalized.
Once you click "Queues", you can configure the details within this context. Default outbound queue and call connect announcement can be set from the respective drop-down menus. Desired queue are added to the user by selecting out of the drop-down menu falling under "Add Queue" and its priority is set. In the same vein, the user can be added to queue group as well.
Note: Desired queue will be added to the user the moment it is selected from the drop-down menu and will be displayed on "Agent Queues". Queue group, on the other hand, is added after pressing "Add Agent to Queue" button. To delete it, click trash can icon next to every queue added.
After you click "Teams" for teams the user is added, you can manage teams of user. Within this context, you can add the respective user to the desired team from the drop-down menu. Then click "Add" and press "Save" button to finalize it. You can narrow the results down for teams the user is added by availing search box.
As the title indicates, settings with regards to location can be configured once "Locations" is clicked. Location is used to group users by region, department, or similar categories. If you want to include the respective user in a specific location group, this is where it can be configured.
Unless a location is selected from the menu, "Location Report Manager" and "Location Operation Manager" are disabled. Once "Location Report Manager" is activated via the toggle, it enables the respective user to see reports for their location only. To ensure data privacy, system-wide reports are restricted in this regard. When "Location Operation Manager" is enabled, Users using the admin pages can only see and manage users within their own locations. To finalize the changes made, click "Save" button.
Once you click "IP Phone & Internal", as the title implies, you can configure settings with regards to IP Phone and Internal Phones. Besides, access levels and features can be adjusted in this regard. By switching the first toggle, the respective user will have access to IP Phones without any sort of limitations. Switching the second toggle, however, as the name indicates, restricts the user to IP Phones. Besides, the respective user are not able to be assigned to Agent roles.
IVR for unanswered calls can be selected from the drop-down menu falling under the title having the same name. After having it set, unanswered calls from IP phones will be directed to the selected IVR.
Set the outbound dial plan for IP Phones and Internal Users can be set from again the drop-down named Outbound Dial Plan. This dial plan defines the dialing rules for external calls.
Note: It cannot be used with Agent authorization at the same time. To configure it, please refer to Access Control List.
By clicking "Hunt Groups", IP Phone call routing can be managed. Besides, assigned user groups can be displayed as well. If there is not any hunt group defined, it is blank page you will be seeing.
After clicking "Security & Privacy", adjustments can be made within this context. First of all, IP Phone Restriction can be switched on which will restrict logins to certain IP addresses. Specify IP addresses from which this user can log in can be specified from "Allowed Addresses". For multiple entry, please separate them with comma.
User authentication can be reset after clickng the respective button. It can be used to address login problems, yet it should be noted that it may bring about disruption in active sessions.
As the title implies, notifications can be set after clicking "Notifications". There are various options in this regard. For instance, you can get notified every time a new user is created. Similarly, you will be notified Text-to-Speech or Speech Recognition is activated. To turn the notifications on, please switch the toggle for the ones you want to get notified about. As it the case for the others highlighted above, click "Save" button to finalize any changes made within this context.
