This is the 2nd article in the Creation Onboarding Series. In this part of the course, we will learn how to create users.

1. First log into the client portal, then click on the Domains button at the top of the screen.
   
2. Search for the domain in which the new users will be created and press enter.
   
3. Click on the domain name.
   
4. Click on the Users button at the top.
   
   
5. Click the Add User button on the top right.
   
6. Fill out the following fields:
   First Name: The User's first name, according to the information you received from the Customer.
   Last Name: The User's last name, according to the information you received from the Customer.
   Extension: The desired extension for the user, according to the information you received from the Customer. Note that extensions can only be 3-or 4-digit numbers, and must not include exclusive extensions like 411, 611 or911.
   Department: Leave blank unless specified by the Customer.
   Email Address(es): The User's e-mail address, according to the information you received from the Customer.  If more than one, click on the +button on the right and add additional addresses.
   User's Scope: This should be left as Basic User for most users except for Users who are designated Administrative Contacts on the signed Contact Form you received from the Customer. These users should be set as Office Manager.
   Enable Voicemail: This should be checked in most cases unless the user is tied to a Basic Bundle. In that case, the checkmark should be removed.
   Add Phone Extension:  This should be checked in most cases unless the User is not receiving a phone.
   Password and Pin: Leave blank. The Customer will be required to set that up from their welcome email.
   
7. Click Add User and you are done! Your User is now created. 

Importing Users

Now that you know how to create a User, let's go over the process of importing users into the client portal. If you are configuring an account with multiple users, it might be too time-consuming to create them one by one. For this reason, we have the ability to use a spreadsheet template with the portal import function.

Updating Templates

The first step is to download the template from this link: User Import. 

Once you have gathered all the information from your Customer, remove the demo contacts and fill out the spreadsheet. Here's a rundown of all the columns:

• extension: Enter the extension numbers of all the Users.
• domain: Enter the domain you have created.
• first name: Enter the first names of all the Users.
• last name: Enter the last name of all the Users.
• email address: Enter the email address of all the Users.
• voicemail pin: Leave it blank. 
• department: Leave it blank unless the Customer wants to use departments for their users.
• vmail enabled: Needs to say yes unless the User will be a Basic User, in which case write no.
• answer timeout: Set it to 20.
• timezone: Enter the timezone of each user. This must match exactly how it is written in the timezone dropdown from the user creation page.
• area code: Enter the area code for each User.
• caller id number: Enter the caller ID number for each User. Must be entered without a 1 in front and without spaces or characters. Example: 6131235555.
• directory: leave it at yes unless specified otherwise, in which case write no.
• vmail_transcribe: Leave it at yes.
• email_vmail: Leave it at atttrash.
• add phone extension: Leave it at yes unless they will not use physical phones, in which case write no. 

After completing your template, save a copy as a .csv file.  

Importing Users

1. From the Users tab in the client portal, click on the Import button.
   
2. Browse for your .csv file and click the Upload button.
   
3. Make sure everything looks good and click Import.
   

Managing Users 

Let's now discuss the different ways you can manage users. 

1. Make sure you are on the correct Domain and in the Users tab.
2. Click on the User you want to manage.
   

Changing a User's Profile Information 

Under the profile tab on the users page, you can change the following information:

Profile Information

• First Name: You can change the user's First Name.
• Last Name: You can change the user's Last Name.
• Department: You can change the department for the User.
• Timezone: You can change the user's timezone.  Note that this won't automatically change the time on the user's phone. A reboot is required.
• User's Scope: You can select OfficeManager, Call Center Supervisor, and Call Center Agent if authorized by an administrator or select Basic User for regular users.
• Directory Options: You can uncheck/check the checkboxes depending on the User'spreferences.  

Caller ID Information

Here, you can change the Area Code, Caller ID Name, Caller ID, and 911 Caller ID. 

Dial Planning

Here, you can change the DialPermission for the User. The four choices are:

• Permit All: Allows the User to dial any number and extension.
• Deny All: The User is not allowed to dial any number or extension. They can only receive calls.
• Deny International: The User is only allowed to dial extensions as well as local and normal long-distance calls.
• Internal Only: Only allows the user to dial extensions. They cannot dial any phone numbers. 

Change Account Security

Email Address(es):  You can change the e-mail address of the User or add additional-mail addresses for that user using the + button.

New Password and Confirm New Password: While it's possible to enter a new password on the Customer's behalf, it is recommended to show them how to set their own. 

Change Voicemail PIN

While it's possible to set a new PINf or the Customer, it is recommended to show them how to set their own. 

Don't forget to hit Save at the bottom of the page when you are done!

Changing a User's Answering Rules

 Under the Answering Rules tab on the User's page, you can do the following:

Ring Duration 

Change the amount of time the phone rings before the Voicemail answers (default: 20 seconds). 

Blocking Numbers 

You can enter a number and press the +button to add a number to block.  When that number calls the User you are managing, the call will be rejected and will hang up before the User's phone rings

You can remove a number from the blocklist by clicking the X next to that number. You can block all anonymous and unknown calls by checking the checkbox at the bottom.

Don't forget to hit the Done button when you are done! 

Add Answering Rule

• Time Frame:  This is the timeframe during which the rule will apply.  Choose one from the drop-down list. If the time frame you need is not in the drop-down list, you will need to create it.
• Enabled:  This should be checked if the rule is enabled and unchecked if the rule is disabled.
• Do Not Disturb:  This should be checked when the User wishes for the call to bypass their phone and go directly to voicemail.
• Always:  Check this and enter an extension within the domain or a phone number to which the call should be forwarded at all times during the time frame.
• When Busy: While visible, the“when busy” option is not available for use for individual answering rules as you will never have a busy signal with us. This option is visible as it can be used when managing answering rules for queues and other features.
• When unanswered:  Check this and enter an extension within the domain or a phone number where the call should be forwarded to when the User does not answer his phone.
• SureAnswer: This option will only forward a call if your physical phone goes offline due to a power outage, internet outage, etc. This feature is often used in conjunction with a mobile phone.
• Simultaneous ring:  Check this so that multiple phones ring when a call is made to the User's extension.  Check Includeuser's extension if the user's phone should ring alongside the others. Check Ring all user's phones so that all the devices associated with the user's extension ring at the same time (e.g. User's Bria Softphone, User'ssecondary/home office phone, etc...).  You can add additional extensions within the domain or phone numbers, by clicking the + button if you are adding more than one.
• Enable SmartAnswer: Used to configure an external phone number that will ring at the same time as your physical phone. When you answer a call, you will first hear a prompt asking if you want to connect to the caller or not. You can press 1 to answer or hang up to reject the call. If you reject the call, the caller will be sent to your business voicemail rather than your mobile voicemail.
• Just ring user's extension:  The default rule will ring the User's main phone.  

Hit Save, and you're done! 

Edit Answering Rules

The options are the same as when you Add an Answering Rule (see above.)

Managing Multiple Answering Rules

The rules are prioritized from top to bottom, and the Active rule will always be the topmost one in which Time Frame is in effect.  To re-prioritize an answering rule, click on the two arrows on the left of the rule, and drag it in place (above/below another rule).

You can also delete answering rules by clicking the red X button, but note that you cannot delete the Default Rule, there always must be at least one.

Changing User's Voicemail Information

Under the Voicemail tab in the User's Page, you can Enable or Disable Voicemail by checking/unchecking the"Enable Voicemail" checkbox.

When a voicemail is enabled, you can change the following: 

Inbox

• Options: By checking the appropriate checkboxes, you can:
  • Sort voicemail inbox by the latest first (only works when voicemails are left on the phone).
  • Announce voicemail received time (only works when voicemails are left on the phone).
  • Announce incoming call ID (only works when voicemails are left on the phone).
• Operator Forward: Applicable to both voicemail delivery method options. If you want to configure an alternate extension for a caller to reach, the caller leaving a voicemail can press zero “0” to be forwarded to the extension specified. You must let callers know they have this option as the system itself will not.
• Number of Messages: Shows the amount of messages (only works when voicemails are left on the phone). You can also clear the messages that are left on the user's voicemail box.

Data

Limit: You can set the amount of space reserved for voicemails and greetings

Used: This shows the amount of space used. You can also clear all the data. 

Greetings

Using the drop-down list, you can change the default voicemail greeting to a different already recorded one. Using the Play button next to the voicemail greeting drop-down list, you can listen to the currently selected voicemail greeting.

You can manage voicemail greetings and record new ones by clicking the Manage button to the right of the voicemail greeting drop-down list. 

• Play the greetings by clicking the Play button to the left of the greeting.
• Edit a greeting by clicking the Edit button to the right of the greeting.
• Delete a greeting by clicking the red X button to the right of the greeting.

When adding or editing a voicemail greeting, you will see the following screen, which will give you the option of uploading a greeting or recording a greeting. 

When choosing Upload, you may click the Browse button and choose an existing audio file (.wav or .mp3 format).

1. Once the file is selected, you should enter a Greeting Name (e.g., MainVoicemail Greeting, Out of Office Voicemail Greeting, etc...)
2. Click the Upload button, and you're done! 

When choosing Record, you can choose where the system will call you.  The default is the User's extension, but you may enter a different extension on the domain or enter an external phone number.  The system will then call that extension or number and prompt you to record the message. Once done, the person recording the message will press pound, and the greeting will be uploaded.

Once the message is recorded, you should enter a Greeting Name(e.g., Main Voicemail Greeting, Out of Office Voicemail Greeting, etc...). 

Click the Upload button, and you're done!

Using the Play button next to Recorded Name allows you to listen to the currently recorded name for the User.  This is used for the directory feature.  You can manage the recorded name by clicking the Manage Button(speaker icon) to the right of the Recorded Name.  

When choosing Upload, you may click the Browse button and choose an existing audio file (.wav or .mp3 format).

Click the Upload button, and you're done! 

When choosing Record, you can choose where the system will call you.  The default is the User's extension, but you may enter a different extension on the domain or enter an external phone number.  The system will then call that extension or number and prompt to record the name.  Once done, the person recording the name will press pound and the recording will be uploaded.

Click the Upload button, and you're done! 

Unified Messaging

• Email Address(es):  You can change the e-mail address of the User or add additional e-mail addresses for that user using the + button.
• Email Notification: Choose None if the User wants voicemails to stay on the phone or the client portal and choose to Send w/ attachment (move to trash) if they want to receive the voicemails by email.
• Voicemail Transcription: Leave this to "Disabled." Users still get transcription, just not from Google.
• Options: The system can send an email to the User if the mailbox is full and/or when a call is missed.

Viewing a User's Phone Information

Under the Phones tab on the User's page, you can view the phones assigned to the User's extension.

• The green checkmark on the left indicates that the device is online.
• The red X on the left indicates that the device is offline.
• You can see the device type, the IP address, the MAC address, and on which line of phone the device is.
• If a device has a gear icon, you can access the Hotkey Builder for it. This feature will be covered in its own course.
• While you can add, edit and remove devices from here, please do not. Managing devices in the client portal will be covered in a different course. 

Performing password resets 

Under the Advanced tab on the User's page, you can do the following:

User Setup

User Status: ShowsStandard for any user that has logged in at least once or New if the user has never logged in.

Email(s): This shows the email address(es) for this user.

Send Welcome Email: You can use this button to automatically send an email to the user where they can set a password and PIN. 

Account Security

Here you can clear the password for the user. This will force them to enter a new password when logging in again. You can also check the box to automatically send them a recovery email.