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Tetyana Kisyelova
Tetyana Kisyelova
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Creating a Single User

You can create users one by one or add multiple users at once from a CSV file.

From the following instructions and video guide, you will learn about creating one account for a single new user in CommPeak Dialer, assigning a group and a role to them, and making SIP settings for the user.

If you want to read about mass user creation, refer to this article.

To create a user account, do the following:

  1. Expand the Users tab and select Users.

  2. You will see the list of existing users. Click Create New User.

  3. On the New User page that opens, fill in the fields as explained below. The fields marked with an asterisk (*) are mandatory.

User General Info

Field Description

Enter the name of the user in the system. The field is mandatory.


Enter the user's email. The field is mandatory.

First Name

Specify the first name of the user.

Last Name

Specify the last name of the user.

Timezone Select a timezone from the list or leave the default value - the timezone set for the entire tenant.
User Language Select a language from the list or leave the default value - the language set for the entire tenant.
Automatically add user to all current and future desks Select this checkbox to include the user in all the existing desks and those to be created in the future.
Desks Assign groups by language, experience, or any other criteria, to which the user will belong.
Roles Assign a set of permissions to the user.
Activate User Select the check box to make the user active.

User Extension Settings

Field Description
SIP Settings

Here, specify how the user will receive their calls:

  • Use WebRTC - call using the softphone built into the Dialer
  • Use CommPeak classic PBX - call via the existing CommPeak PBX domain
  • Use Custom URI - call via a third-party, external PBX domain
  • Use Built-in PBX - call via the built-in PBX; no further action is required
Virtual Extension Enter a unique number that will be used inside the PBX, or click Generate Available Virtual Extension for the system to generate the number for you.
The field is mandatory. The virtual extension allows agents to call one another, transfer calls internally, and perform conference calls of up to 5 people with internal and external participants. 
Queues Assign the user to one or more queues if queues are configured in your Dialer.
Advanced User & Extension Settings Click on the toggle to expand the advanced settings.
Outbound Caller ID number and name  Select the number/name shown to the client at inbound calls from the user.
Auto Dial Select this checkbox to allow the user to work in the auto-dialing mode. 
CalDAV token Specify the existing token or click Generate to create a new one. This token can be used for syncing the account in Dialer with the user's calendar so the user can see their planned meetings. The feature works with Outlook and other webmails, such as Thunderbird, though doesn't support Google Calendar.

Security and Permissions

Field Description
Two-Factor Authentication Type:  Leave the default value - the authentication type set for the role and the entire tenant, or choose one from the drop-down list:
  • Default from Role/Tenant - use the default setting for the role or tenant
  • Disabled - login without 2FA - apply no login security enhancements
  • Email - with one-time code - enable email validation using a temporary password
  • Google 2FA App - with one-time code - enable login validation using the Google Authenticator app.
Advanced Security Settings Click on the toggle to expand the advanced settings.
User Session Expires After  Specify in how much time the user will be logged out. See the tooltip for more details.
Max User Concurrent Sessions Specify the number of sessions that the user will be able to log in to at the same time. See the tooltip for more details.
Use extended IP ACL? Select the checkbox to allow the user to access the system by extended IPs. See the tooltip for more details.
 Full Recording Access Select the checkbox to give the user full recording access. See the tooltip for more details.

Dialer settings

Field Description
Automatically add user to all current and future skill groups Select the checkbox to assign the user to all the existing and future skill groups.
Skill Groups Choose skill groups for the user from the drop-down list.
Assign Leads to User? Select the checkbox for the system to start assigning leads to the user right away.
Activate Predictive Personal Queue? Activate the toggle to enable the Personal Predictive Queue feature for the specific agent.
PPQ Default Ratio

Set custom call ratio for the agent.

PPQ Sorting

Choose the sorting method for calling PPQ leads by their call-back time or weight:

    • Call Back Time Ascending or
    • Weight Descending, Then Call Back Time Ascending.

After completing all the settings, click Add User at the bottom of the page.

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