You can create users, assign tags/skill groups/roles, and apply actions to users.
Creating New Users
This section describes how to create a user account for a new agent or manager and to assign the user to a group and a role.
To create a user account, do the following:
Expand the Users tab and select Users.
You will see the list of existing users. Click Create New User.
Enter the name for the user in the system. The field is mandatory.
Specify the first name of the user.
Specify the last name of the user.
Enter the user’s email. The field is mandatory.
Enter the user’s email used for authorization in their Google account.
Specify the token used for integrating the account in Dialer with the user’s Google account, for the user to see their planned meetings in Google Calendar.
Select the check box to make the user active.
Assign Leads to User?
Select the check box for the system to assign leads to the user.
Use extended IP ACL?
Select the check box for the user to be able to access
Dialer via a list of allowed IPs only.
Select the appropriate option to define if the user will be working in the auto dialing mode.
Caller ID Name
Enter the name shown to the client at inbound calls from the user.
Caller ID Number
Enter the phone number shown to the client at inbound calls from the user.
Specify the time zone in which the user will work.
Select the language the user speaks to clients.
Make Tenant SuperUser
Select to assign the administrator permissions to the user.
User Tags/Skill Groups/Roles
Assign tags, skills, and roles to the user. Click the needed line in the Available box to move it to the Selected box, and vice versa. For more information, refer to the User Groups, Skill Groups, Tags, and Roles article.
It is mandatory to assign at least one role to the user.
Here you set up the connection between the user and the system.
In the SIP Option field, choose one of the options:
Use custom URI. Select this option if the agent works using third-party applications. Then, in the Custom Sip Uri field, specify the URI used.
Use WebRTC. Select if the agent will use the softphone application that CommPeak provides.
Use PBXs. Select this option if the user will work with the PBX that CommPeak provides.
Then optionally, if required by PBX settings, specify the username and password.
Enter the user’s extension or mark it as dynamic.
After performing all the settings, click Create at the bottom of the page.
Applying Actions to Users
You can apply various actions to one user or multiple users.
To apply actions to one user:
- Go to the Actions column and click Select action.
- Select an action and perform further steps if applicable, as described in the table below.
|Edit||Modify user settings. Then click Save.|
|Reset Password||Create a new password for the user. Click OK to confirm the action.|
|Activity||View and search extended activity records.|
|Activity (Live)||View the summary of the recent activity records.|
|Delete User||Click OK to delete the user and unassign their leads.|
To apply actions to multiple users: