Users #
Adding/Editing Users #
Under normal circumstances, all users on the communications platform will be loaded into the portal without any user interaction required. To give a user portal access, click the 'Edit' link next to the user and select the 'Website User' role.
If required, a user not on the communication server can be added manually to provide access to reports by clicking the '+ New User' button.
Details #
Display Name #
This is the name which will be displayed for the user within reports.
Email #
This is the email address for the user. This is used for email communication as well as the username for logging into the portal if allowed.
To make use of OAuth integrated login (e.g. Microsoft or Google), set the user's email address to match that of the user's account on the OAuth provider.
note
Any user that is being given access to log in to the web portal must have a unique email address. This is required for them to be able to log in to the portal. If there are users with duplicate email addresses you will not be able to enable them for web portal access.
User Access Type #
The user access license controls the level of data that ~.Dimensions.~ is storing for each of the users and the level of access the user has to ~.Dimensions.~ features:
| Role | Description | Automatic Assignment |
|---|---|---|
| Essential User1 | When enabled, call traffic for this user will be modelled and stored historically. | Yes |
| Agent User Add-On1 | When this is enabled, any ACD status activity from the telephone system will be tracked for this user. Access to ACD features of ~.UcClient.~ will also be available to the user if applicable. | Optional |
Essential User
The Essential User type is automatically assigned to users that exist in both ~.Dimensions.~ and on the PBX. ~.Dimensions.~ requires that all users of the PBX have their calls model to ensure data consistency. For this reason, the Essential User type is always grayed out.
Extension Number
The extension for the user on the telephone system (read-only).
Agent User Add-On
The Agent User Add-On can be used to optionally model agent state changes/availability of users who are working as agents (logging into and out of Queues) on the PBX. The Agent User Add-On can be manually assigned to users or automatically assigned based on PBX configuration. Manual assignment is useful when only a subset of users require agent status data modelling. Automatic assignment is useful for larger customers who want to minimise the overhead of provisioning.
info
Automatic assignment of this role is controlled by your service provider, please contact them to request changes in this setup.
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These roles will only be available for users which have been imported from the telephone system. Manually created users only have access to the portal and cannot be used for call/agent status logging. ↩︎
Supervisor Access Type #
The supervisor level controls which aspects of the portal the user has access to. Changing the supervisor level a user has access to changes the license which is consumed.
info
A user requires the 'Website User' role before they can be assigned a Supervisor Level.
| Level | Description | Historical Reporting Access | Dashboard Access | Wallboard Access |
|---|---|---|---|---|
| None | The user has no access to the features of the solution. This is applicable for support users that require the ability to manage other users but not view content. | No | No | No |
| Reports Supervisor | Grants the user access to historical reporting features of the solution, including filtering and schedules. | Yes | No | No |
| Analytics Supervisor | All the features of a Reports Supervisor plus access to Dashboards | Yes | Yes1 | Yes1 |
| Live Analytics Supervisor | All the features of a Analytics Supervisor plus access to active call stats on the Dashboard. | Yes | Yes1 | Yes1 |
| Contact Centre Supervisor | All the features of a Live Analytics Supervisor plus access to Agent & Queue data. | Yes | Yes1 | Yes1 |
warning
Assigning the 'Live Analytics Supervisor' or 'Contact Centre Supervisor' access to a user will cause the 'Real-Time User Add-On' data collection licence to be automatically provisioned for all users with the 'Essential User' data collection licence.
Permissions #
The following permissions can be applied to users to allow them access to various areas of the portal:
| Role | Description |
|---|---|
| Website Access | Grants the user access to the user web portal. If this role has not been applied, the user will not be able to login into the user portal to view call analytics. |
| Manage Users | Allows the user to create and manage other users on the portal |
| Manage Billable Items | Allows the user to make changes to other users which will have an effect on the cost of using the system |
| Customer Settings | Allows the user to edit organization-wide settings |
| Manage Contact Directories | Allows the user to add and edit Contact Directories |
| REST API Administrator | Allows the user to enable REST API access and generate access tokens for integration. |
| Supervisor Agent Control | Allows the user to change another user's agent status via the Dashboard. |
| Silent Monitor | Allows the user to silent monitor into other user's calls |
| Recording Playback & Scope | Gives the user access to playback recordings from the Call Session view. Refer to the Getting Started section for more information on Recording Access Scopes |
By default, all permissions are grayed out until the Website Access permission has been assigned to a user.
info
The 'Website Access' role is automatically assigned to any user who is given a Supervisor Access type or ~.UcClient.~ access.
info
'Recording Playback & Scope' - Any user with permissions to playback their own calls will be able to playback any conference they have been involved in. This may include times before they joined or after they have left the conference call.
Manage Users & Manage Billable Items #
Any user with the 'Manage Users' permission can make changes to the permissions of other users, giving them access to the portal to run reports or playback recordings.
Users with the 'Manage Users' permissions are restricted from applying a new Supervisor Access Type or User Access Type to another user which would result in an increase to the cost of using the system. In order to make these types of changes, the user must also have the 'Manage Billable Items' permission assigned.
Permissions/role which are affected by the 'Manage Billable Items' permission include:
- Essential User
- Agent User Add-On
- CRM User Add-On
- Real-Time Supervisor
note
Once a user has been assigned the 'Manage Billable Items' permissions, they can assign it to other users themselves.
info
If you require either of these 'Manage' permissions but do not have it, please contact your service provider to request a permissions change.
~.UcClient.~ Clients #
The ~.UcClient.~ clients provide users with telephony features and integration. The settings below control which clients a user is able to access.
info
An Essential user access licence is required before users can be given permissions to use ~.UcClient.~ clients.
~.UcClient.~ Client #
Allows the users access to the ~.UcClient.~ Desktop and CRM clients. ~.UcClient.~ clients provide users with telephony features from their computer. Features available include:
- Call Information/notifications
- Dialing (Sip:, Dial: URI support)
- Presence Control/Visibility
The installation files for ~.UcClient.~ can be found here.
note
For further information on the ~.UcClient.~ Desktop, please refer to the ~.UcClient.~ Desktop documentation.
CRM User Add-On #
The CRM User Add-On provides the user access to any of the ~.UcClient.~ CRM integrations which are available. ~.UcClient.~ CRM integrations aim to provide telephony features from within third-party CRM providers, offering the following features (where available):
- Screen Popping
- Dialing
- Call Log/Task Creation
Currently supported integrations include:
note
For further information on the ~.UcClient.~ CRM clients, please refer to the ~.UcClient.~ CRM documentation.
~.UcClient.~ Softphone #
The softphone features of ~.UcClient.~ are available to any user who has a Professional licence assigned. Enabling the softphone for a user allows them to connect their ~.UcClient.~ as a SIP device on the phone system, so that calls can be made/received directly from ~.UcClient.~.
When the '~.UcClient.~ Softphone' option is enabled, a list of client options should appear; Desktop, Mobile & CRM.
To complete the softphone configuration, select a specific device from the user's device list. This will be the device that ~.UcClient.~ Desktop/Mobile/CRM client will register as when connecting as a softphone.
warning
To enable a device as CRM softphone, it must be enabled as a WebRTC device on the communications platform.
note
No further configuration should be required on the user's client except for machine specific settings such as NAT or Audio Devices. The ~.UcClient.~ client will automatically download the required SIP credentials and realm with no further configuration needed.
info
The softphone licence is applied at user level and can be used in any of the ~.UcClient.~ applications.
Groups #
User groups are used for reporting and presence purposes to organise users. Users can belong to more than one group if they are work within more than one team or department. This will allow them to appear in multiple groups on the ~.UcClient.~ contacts view.
warning
Users can be added to groups in the User Group settings area.
Primary Group #
If required, select a primary user group for the user to a member of. Any telephone call made or received by a user's device will be assigned to their primary user group. These calls will then appear in the Calls by User Group report.
warning
Removing the primary group for a user will not remove them from the group itself, it will stop calls they make being tagged with the group.
Workspaces #
Each user can be granted access to one or more workspaces on the portal. To see which workspaces a user has access to, or to change their workspace assignment, click on the 'Edit' link next to the user, then select the 'Workspaces' tab. Each workspace on the system is listed along with the access the user has.
Refer to the Workspace section for more information on the different workspace roles available.