Users Overview

Overview

There are two main uses for a user on the system. The first is to enable calls to be associated against a user in the Call History tab of Phone Manager. Each user can have an associated agent ID and/or associated extensions assigned so that for each call that is handled by this agent ID and/or extension the call is tagged to this user.

If users change agent ID or use different extensions they can then be updated whilst maintaining the association with any calls that they made using the previous device(s). If users leave, and the agent ID and/or extensions are reused, then they can be assigned to different users and any calls from that point would then be associated with the new user.

Agent IDs will take precedence over extensions if a call is handled on an extension that has one user associated with the extension and another with the agent ID that is logged into that extension.

The second is for controlling access to the system. To be able to login to the website or to connect with a Phone Manager client a valid user account is required. Each user can have a User Role assigned that can control what they do on the system and what they can access.

Users are accessed from the Features -> Users & Business Units section.