USERS - Guide Administrator -

USERS - Guide Administrator -


Users


To access Users, from the administrator screen, press the button shown below:
                         
Users registered in the system can be displayed in the users section. Adding new users, deleting existing users, authorizing users, determination of roles and notification settings are all carried out here.



User Status     

New users need an active status to log in. Even with an account, inactive users would not be able to access the system until activated.


User Information

Get started by entering the basic details like name, email, and password of the use.

Nickname

Customers will see this nickname during interactions. Leave blank to use the full name of the user.

Contact Information Description

Manage user contact options. Edit how others reach this user within the system.

Internal

Set the internal number of the user. This allows them to receive calls within the system.

Station Number

This unique number is used for logging in to 3rd-party softphones and IP phones connected to Alotech SIP domain.


Other Information Description

Manage user details beyond the basics. Edit additional information and settings.


Default Chat Language

Choose the preferred language of the user for chat features. This affects speech-to-text and translation functions.

Custom ID

Set a custom ID for the user. This ID can appear in integrated apps and reports.

Custom Field

Create user-specific fields. Use them for notes, reminders, or linking to external tools.

Profiles    

User Profiles Description

Manage user profiles. These determine permissions and feature access within the system.

No Profile Available Description

No user profiles available. Click the link below to create a new one and assign permissions.

Permissions    

Customize agent permissions for this user. Use the settings below to control their access to specific features. 

Access Call Recordings

Turn this setting on to allow users to access information and recordings of their previous calls. This creates a My Call Records section in the main menu.

Revoke Chat Busy Permission

Turning this setting on removes the ability to limit incoming chats of the user.

Chat Limit

Set the maximum number of chats this user can handle at once. Leave blank or enter 0 (zero) for unlimited. 

Restrict Manual Calls

Restrict manual outbound calls. User can only answer incoming, campaign, and click2connect calls.

Hide From Transfer User List 

Turning this on hides the user in the transfer user list. Agents would not see them as an option.

Hide From Transfer Contact List 

Turning this on hides the user in the transfer contact list. Agents would not see them as an option.

Skip Transfer to Last User

Enable this setting to exempt this user from the transfer to last user step in IVR setups.

Hangup Beep

Enable sound notification for call end. A beep will alert the user when the customer hangs up.

Browser Call Pop-Ups 

Turn on notifications to see incoming calls pop up in your browser, even when it is not in focus.

Live Call Monitoring

Enable live call listening for the supervisor. This permission allows them to monitor ongoing calls.

Cannot Edit Agent Queues

Enabling this feature removes the ability of supervisors to modify agent queues from their screen.

Dual-Role Optimization    

Enable this setting for users with both agent and supervisor roles who use both screens simultaneously. This prevents technical issues but disables live call listening from the supervisor screen.

Unobjectionable Evaluations 

Enabling this setting prevents agents from objecting to evaluations of this user.

Blacklist Management 

Enable blacklist management for users to view and edit blacklisted numbers. This adds a blacklist section to their homepage.

Custom App Access 

Grant access to custom Alotech apps created for specific customer needs.

Exclude from Number Masking

Turn this setting on to exempt this user from number masking. They will see actual phone numbers instead of masked versions.

Queues    

This page lets you control the queues of the user. Edit queue memberships and their settings.


Default Outbound Queue

Choose a default queue for outbound calls with no queue selection. Improving outbound call efficiency.

Call Connect Announcement 

Choose the announcement customers hear when the call connects to the user from the queue. This feature also needs to be activated in relevant queue settings.

Teams    

Manage teams of the user. Teams members can view the status of one another and chat internally. While team supervisors can create team reports.

Locations    

Manage the location user. Assign them to a specific area or group within the system.

Location

Location is used to group users by region, department, or similar categories. If you want to include this user in a specific location group, you can configure it here.

Location Report Manager

User sees reports for their location only. System-wide reports are restricted to ensure data privacy.

Location Operation Manager

Users using the admin pages can only see and manage users within their own locations.

IP Phone & Internal     

This page lets you configure settings for users with IP Phones or Internal Phones. Adjust features and access levels.

Unrestricted IP Phone Permission 

Turning this on allows users with IP phones to also have agent (or internal) roles. No limitations on role combinations.

Restricted IP Phone Permission 

Turning this on restricts users to IP phones with an automatically assigned internal role. They cannot be assigned the Agent role.

Unanswered Call IVR 

Unanswered calls from IP phones go to this IVR. This handles calls the user can not answer.

Outbound Dial Plan

Set the outbound dial plan for IP Phones and Internal Users here. This dial plan defines the dialing rules for external calls

Hunt Groups    

Hunt Groups manage IP Phone call routing. View assigned groups of the user here. Edit assigned groups of the user here.


Security & Privacy    

Verify system access of the user on this page. Make adjustments for security.

Enable IP Restriction

Turning this on restricts logins to specific IP addresses. Login attempts from other addresses will be automatically rejected.

Allowed Addresses

Specify the IP addresses from which this user can log in. Separate them with commas (e.g., 192.168.1.1, 10.0.0.2).

Reset User 

Use this setting for login problems. It restarts user authentication process. This may disrupt active sessions and require users to log in again.

Notifications    

Keep users informed about operational changes and updates via email.


Call Statistics    

Turn on notifications for call statistics (e.g., incoming calls, answer rates). Get reports on daily, weekly, or monthly basis.

Queue Performance

Turn on notifications for queue-based statistics (incoming calls, short calls, SL). Gain insights into queue performance.

New User    

Turn on notifications for when new users are created in the system. Informs user about new additions to the operation.

System Administrator Changes

Turn on notifications for updates to System Administrator pages. Receive alerts about changes made.

Speech Feature Activation

Turn on notifications for Text-to-Speech (TTS) or Speech Recognition (SR) activation in the system. User will receive a notification when these features become active.



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