Create Supervisor/User

What is a User?
Users can be either Administrators or Supervisors: they belong to the same Staff category (Users) but they have a different role (Admin role versus User role).

Users with admin role can for instance:

• Create, modify or delete User Profiles

• Create, modify or delete users, agents and telephones

• Create and update IVR projects

• Create and update lists in Contact Manager

• Create and update campaigns in Dialer

• Perform software update

• and many others. 

Users belonging to a User Profile, which for instance may allow them to:

• View/create/modify/delete agents and telephones (but they cannot manage other users)

• View/create/modify/delete resources (like Queues, Accounts, Reports, and so on)

• View/create/modify IVR projects

• View/create/modify lists in Contact Manager

• View/create/modify campaigns in Motion Dialer

• and many others.

Read more about User Profiles >here<.

The Users having this role (Supervisors) will for instance monitor a group of Customer Center Agents calls, chats, emails (or any other communication the Agent is participating in with Customers), ensuring the quality of them, and analyze the channels quantitative usage reports in order to track the volume of interactions per unit of time (day, week, month, etc). They can either coach their Agents in order to prevent customer complains and manage escalation rise, reaching service levels and objectives set forth by management.

The Users (Users with User Role) and the Administrators (User with Admin Role) share the same U.I., although their abilities may differ.

How to create a User

To create a new User, click Staff -> Users in the left menu:

Click the plus in the bottom right corner:

Fill out the different fields:

Role: User(/admin)

User Profile: Choose user profile (Learn more about User Profiles here)

Full Name: The users full name

Username: e.g. firstname.lastname (note that you should only use lowercase letters)

Email: Email address

Password: minimum 8 characters (this will be changed the first time the user logs in)

Confirm Password: Type the same password again

Description: Optional but good to add working title of the Supervisor

Auto generate internal number: By default, an internal number (Extension) associated to the User is automatically generated. If you like, you can manually specify the internal number you want to assign to the user extension during the user creation switching the Auto Generate off.

Then click Add User:

To edit the User, click the three dots to the right of the user, and then Edit User:
Account

• Personal Info
  Edit and modify the general information inserted (except for the Role and Username).
  For User Role you can also change User Profile.

• Security Suite

  • check the last password reset time and date (if there is any). This value is shown only if the Security Suite feature is enabled in the Admin Settings

  • Disabled: switch on to disable the User Account (this action can be reverted, switching the toggle off)

  • Locked: if the user's account has been locked out after a number of failed login attempts, switch it off to unlock it.
    
    

• Authentication
  If you want to activate SSO with Azure AD, read >this article<.
• Change Avatar
  If you want to change the User Avatar click upload and select the image file (Only PNG and JPG formats - max 8MB).
• Internal messenger
  If enabled, when receiving a new Internal Message, the admin/user will be notified by a sound. 

Voice

In most cases this section can be left as it is. 

• Internal: The internal number cannot be changed.

• Transport: Choose TCP/UDP/WS/WSS (according to the external phone used).

• NAT: This variable changes the behaviour of Asterisk for Agent's access behind a firewall. Choose a value among the following: yes, no, force_rport, comedia, never, route

• Allowed Codecs: Audio Codecs to be used during the call. Choose a value from the list: ulaw, alaw, gsm, g722, g729, opus.

• Context: This value defines the User context (default and recommended value=from-sip).

• Call Group: A call to the user’s phone is placed in one or several call groups.

• Pickup Group: The user phone will be able to pickup an incoming call if the call’s call group matches user’s pickup group.

Client Logs

In most cases this section can be left as it is. Contact Connectel Helpdesk for help with logging if experiencing any issues.

Icons explained from the left:

• Regenerate or remove an API key
• Reset the User password

If any changes have been made, click Save in the top right corner.