Users
Users
Users are the extensions on your system associated with groups, queues, auto attendants and other system features. The PBX portal enables administrators to manage, add, delete or reset each user programmed on the phone system.
A search field at the top-left of the page allows you to search users by entering their name, extension, 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 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.
Managing User Profiles
From the Users page, select the user that you would like to manager or edit.
Profile Information
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.
Login Name: Enter the desired login name for the user. These login credentials will be used for the portal as well other applications within the phone system.
Department: Enter the department to which the user belongs.
Site: Define the site i.e. location for this particular user,.
Time Zone: Enter the user’s time zone.
User's Scope: Define the level of access this user will have within the PBX portal.
Record User's Calls: Enter whether or not all of the user's calls will be recorded.
Directory Options: Check the directory boxes where you would like this user to be included.
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Announce in Audio directory = check to include the user in the dial-by-name directory.
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List in Directory = check to add user to the internal extensions list (contacts).
Caller ID Information
Area Code: The area code associated with the user.
Caller ID: Choose the caller ID phone number associated with this user when they make outgoing calls.
Emergency Caller ID: Define the emergency caller ID phone number associated with this users location. This number will be used to identify the location of this user when they call 911 services. This may be different than your regular caller ID.
Change Account Security
Email Address: Enter the user’s address used for email, password resets, etc. To add another email address to this user, click the green plus icon.
New Password: Enter a new numeric login password for the user. For security, each typed password character is masked by a dot.
Change Voicemail PIN
New PIN: Enter the desired voicemail PIN for the user. Note, your extension cannot be part of your voicemail PIN and the system will not accept 'simple' PINs i.e. 1234, 0000, etc. Please make this unique for security purposes.
Managing Answering Rules
Answering rules define how calls to this extension are handled. To configure answering rules for the selected user:
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.
Allowing or Blocking Calls
Click the Allow/Block button. The Allow/Block pop-up window appears.
Editing Answering Rules
In the Answering Rules tab, hover over the answering rule, and then click the icon at the far right of the row.
The Edit Answering Rule pop-up window appears.
Timeframe: 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:
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Checked = enable Do Not Disturb. Send all calls directly to voicemail (if available), without ringing the phone.
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Not checked = disable Do Not Disturb.
Call screening: Enables or disables the Call Screening feature. Choices are:
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Checked = enable Call Screening. System prompts callers to say their name, and then lets you screen the call before accepting it.
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Not checked = disable Call Screening.
Call Forwarding: 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.
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Always: immediately forward calls to the number specified in the text field.
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When busy: forward calls to the number specified in the text field when your extension has used all available call paths.
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When unanswered: forward calls to the number specified in the text field if the call is not answered after the specified ring timeout.
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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. 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.
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Include user's extensions: check to ring the phone with the same extension as the user.
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Ring all user's phones: ring all phones associated with this user at the same time.
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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.
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Checked: incoming call rings just your telephone.
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Not checked: feature is disabled.
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:
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In the Answering Rules tab, find the rule you want to designate as the active rule.
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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.
Managing User Voicemail
To configure voice mail for the selected user, click the Voicemail tab. A page similar to the following appears.
Voicemail Settings
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:
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Sort Voicemail inbox by latest first: plays newest messages first.
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Announce voicemail received time: plays the timestamp of the message.
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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 the user’s used storage. Click the Clear data link to delete all messages, greetings, and the name recording.
Greetings
Voicemail Greeting:
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To select an active voicemail greeting, click a greeting from the drop-down list.
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To play the selected greeting, click the play icon.
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To download the selected greeting, click the download icon.
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To upload or record a greeting, click the speaker icon to display the Manage Greetings pop-up window. Greetings must be in MP3 or WAV format.
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To upload a greeting:
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Next to New Greeting, click Upload.
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Use the Browse button to select the file.
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In the Greeting Name field, enter a name for the greeting.
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Click Save and Done.
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To record a greeting:
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Next to New Greeting, click Record.
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In the Call me field, enter number to call (either an extension or a telephone number such as your cell phone).
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In the Greeting Name field, enter a name for the greeting.
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Click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording.
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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 download icon to listen to your current name recording on your computer or click the speaker icon to upload or record a new greeting.
Unified Messaging
Email Notification: Adjust your voicemail to email settings. Choices are:
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None: no emails when voicemail is left.
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Send w/ Hyperlink: system sends an email to this user with a link to the voicemail
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Send w/ Brief Hyperlink: system sends an email to this user in plaintext with a link to the voicemail
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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.
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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.
Options: Check the appropriate unified messaging options. Choices are:
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Send email when inbox is full: system sends an email if this user’s voice mail inbox runs out of space.
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Send email after missed call: system sends an email if this user missed a call.
Managing Advanced Options
Advanced options provides system administrators with options to easily manage users as they come and go from your organization.
Resetting a User
To reset and reuse an existing extension, select the red reset user button. The following screen will populate.
Select the options required in order to reset the user. If you have the replacement user, select the option Recycle User. Then, select Reset.
Sending a Welcome Email
If a user is new to the system whether upon initial installation or years later, a Welcome Email can be sent to the user for system set up purposes. Simply click on the Send Welcome Email button and the system will send this to the user's associated email address. Note, the email expires in 24 hours for security purposes.
Resetting a User Password
Users require password access to the portal and other applications like our softphone and mobile app. If a user forgets their password and requires a system administrator to change it, it can be done by first checking the box to send recovery email and then selecting the Force Password Reset button. See below.
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