This article covers adding and editing user accounts. For instructions on deleting, resetting, or recycling users or extensions, see the Article "Deleting, Resetting, and Recycling Users."

Adding a User

• Click the Add User button at the top right of the Users page.

• An Add a User pop-up window similar to the following appears. (The options in your window might differ from thoseThe dial-by-name directory can match this field but will, by default, match the Last Name. below.)
  
• 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 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. You can associate a phone with the user if you check this check box. 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 theicon at the far right of the Users page, and then click Profile. For example:
• 

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 differ from those shown below.

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 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 announcements in the auto directory and lists them in directory features.  Announce in the Audio directory = check to include the user in the dial-by-name directory. List in Directory = Check to add the user to the internal extensions list (contacts).The caller ID number
Caller ID Information
Area Code	Area code associated with the user.
Caller ID	The Caller ID number will be displayed for this user.
911 Caller ID	The Caller ID number is 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 ().
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 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.
  
• Use the Ring for the drop-down list to select the maximum number of seconds 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.
  
• 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.

Call Forward selections

• 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, 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 any user:

• In the Answering Rules tab, hover over the answering rule, and click the icon at the far right of the row.
  
  The Edit Answering Rule pop-up window appears.
  
• Change the rule, as appropriate.
• Click Save.

Deleting Answering Rules

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

• In the Answering Rules tab, hover over the answering rule, and 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 Voicemail

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.

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 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	A read-only field that shows the user's storage limit.
Used	A read-only field 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 theicon. To download the selected greeting, click theicon. To upload or record a greeting, click the iconto 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 the 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 theicon to listen to your current name recording on your computer or click theicon 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.
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.
  
• 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.

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 theicon 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.

• 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.

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