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:
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:
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.
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.
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.