In this article, we will go over the 5 different user types, highlight the main differences in abilities and access, and provide a brief overview of the webphone and attendant console.

1. Basic User

The default value for an extension at the moment of creation; this type of user can log in to the client portal and make changes to their personal extension. They will be able to see and modify only their own settings. They cannot affect other components of the account or see calls made/received by other extensions. For example, they can:

• review their call history,
• update their voicemail greeting,
• make changes to their answering rules,
• access the web phone,
• Attendant Console. 

2. Office Manager

Office Managers have the same access as Basic Users and more. While they cannot add/remove Users and Auto Attendants, they can change settings for other users, access the company-wide call history, and modify various components of their accounts. With an easily accessible link to switch between the Basic User and Office Manager’s layout, the Client Portal separates personal phone settings from the client's organization settings. 

3. Call Center Agent

This type of user is very similar to a Basic User insomuch as they can only affect their own extension and can not see data for the rest of the company. Its interface shares almost all the same tabs, with the exception of the Home tab, which is replaced by the Call Center tab where the user can toggle their queue availability and see the queues in which they belong. 

4. Call Center Supervisor

Like Office Managers, Call CenterSupervisor can also easily switch between its layout and a Call Center Agent’slayout. In addition to having the same access as an Agent, a Supervisor can also see:

• call center reports,
• add/remove agents from queues,
• make changes to queue behaviors, and,
• access the call history for their agents and queues.

Office Managers and Resellers can restrict which queues Supervisors have access to if required. 

5. Reseller

As a staff member of the Support, Onboarding, or Customer Success team, this will be the level of access granted to you. Resellers can create new accounts (domains), access any existing accounts, add/remove components, and more. When selecting a domain, the interface will change to one very similar to the Office Manager’s layout. The significant difference is that you will have extra buttons to add and delete on specific tabs. 

Now that we have covered each scope's differences let’s take a closer look at each one. 

Basic User Overview 

This section will go over each tab of the Basic User’s interface and explain what they do.

Home: Provides you with quick access to the latest call history, voicemails, active phone(s), and active answering rule.

Messages: Gives you full access to your voicemails, and the ability to configure your mailbox.

Contacts: Shows the company contacts as well as custom ones. You can add custom contacts here.

Answering Rules: This gives you the ability to change your call routing; for example, you can forward your calls to a cell phone number.

Time Frames: This provides you with a place to create time frames that can be applied to your answering rules to determine when the call routing will occur.

Phones: This section shows all the devices attached to your extension; they can be a physical phone, a webphone, or even the mobile app.

Call History: Gives you full access to your call history to search for any range.

The links at the top right are there to access other features. Here’s an explanation of each:

Attendant Console: A useful tool for users that answer high call volumes to take calls and transfer them to the right person quickly.

Web Phone: A fully functional web-based phone.

Name/extension: The place you go to access your profile if you want to change your email, password, or voicemail pin.

Office Manager Overview

 This section will go over each tab of the Office Manager’s interface and explain what they do.

Home: Provides you with quick statistics about your account as well as live calls.

Call Center: Gives you access to live call metrics as well as customizable queue and agent reports.

Users: Shows you a list of existing users and gives you the ability to modify their configuration.

Auto Attendants: Shows you a list of existing Auto Attendants and gives you the ability to modify their configuration.

Call Queues: Shows you a list of existing Call Queues and gives you theability to modify their configuration.

Time Frames: This provides you with a place to create time frames that can be applied to your answering rules to determine when the call routing will occur.

Music On Hold: Gives you access to upload your custom music on hold for your accounts. Otherwise, the system default music will apply.

Phone Numbers: Shows you a list of all numbers on your account and allows you to change to which user the point.

Call History: Gives you full access to the company-wide call history to search for any range.

The links at the top right are there to access other features. Here’s an explanation of each:

Attendant Console: A useful tool for users that answer high call volumes to take calls and transfer them to the right person quickly.

Webphone: A fully functional web-based phone.

Name/Extension: The link you use to switch to the Basic User layout if you want to make changes only to your extension.

Call Center Agent Overview

This section will go over each tab of the Call Center Agent’s interface and explain what they do.

Call Center: Provides you with a button to log in and log out of queues as well as visibility on your queue memberships and basic statistics about your calls

Messages: Gives you full access to your voicemails, and the ability to configure your mailbox.

Contacts: Shows the company contacts as well as custom ones.

Answering Rules: Gives you the ability to change your call routing; for example, you can forward your calls to a cellphone number.

Time Frames: Provides you with a place to create time frames that can be applied to your answering rules to determine when the call routing will occur.

Phones: Shows all the devices attached to your extension; they can be a physical phone, webphone, or even a mobile app.

Call History: Gives you full access to your call history to search for any range. 

The links at the top right are there to access other features. Here’s an explanation of each.

Attendant Console: A useful tool for users that answer high call volumes to take calls and transfer them to the right person quickly.

Webphone: A fully functional web-based phone.

Name/extension: The place you go to access your profile if you want to change your email, password, or voicemail pin.

Call Center Supervisor Overview

This section will go over each tab of the Call Center Supervisor’s interface and explain what they do.

●      Call Center: Gives you access to live call metrics as well as customizable queue and agent reports.

●      Call Queues: Shows you a list of existing Call Queues and gives you the ability to modify their configuration.

●      Call History: Gives you full visibility into the agent's and queues’ call history that you can access as a Supervisor.

 The links at the top right are there to access other features. Here’s an explanation of each:

Attendant Console: A useful tool for users that answer high call volumes to take calls and transfer them to the right person quickly.

Web Phone: A fully functional web-based phone.

Name/Extension: The link you use to switch to the Call Center Agent layout if you want to make changes only to your extension or log in/log out of queues. 

Reseller Overview

The Resellerscope works differently than all other scopes. Let’s first take a look at the default tabs. 

Home: Provides basic statistics and graphs as well as a quick search for domains.

Domains: Gives you the full list of Domains (accounts). Here you can create a new Domain.

Inventory: Shows the full list of all phone numbers, SMS numbers, and phone hardware throughout all accounts.

Phone Numbers: Gives you the full list of phone numbers with the ability to change their routing.

Phones: Shows you the same page as phone hardware from the inventory tab.

Call History: Provides you with access to the full call history of all accounts. 

Now let’s look at what you see if you select any domain from the Domains tab. 

 You can see that it looks very similar to the Office Manager Layout. The significant difference is that the user, Call Queues, and Auto Attendants tab includes adding and removing buttons. There are also some extra tabs. 

Inventory: Shows the full list of all phone numbers, SMS numbers, and phone hardware on the domain.

Phones: Shows you the same page as phone hardware from the Inventory tab. 

The links at the top right are there to access other features. Here’s an explanation of each:

Attendant Console: A useful tool for users that answer high call volumes to take calls and transfer them to the right person quickly.

Webphone: A fully functional web-based phone.

Name/Extension: The link you use to switch to the Basic User layout if you want to make changes only to your extension.

Web Phone

The Web phone is a fully functional web-based phone. All you need is stable internet access and a headset. Not only can you make and receive calls the same as you would on your Polycom phone, but you can also transfer calls, do 3-way calls and access your contacts as well as create new ones. You can even access your voicemails and your recent call history. The best part is that you don’t even need the client portal opened once you have launched as it opens in its own popup window.

Attendant Console

The Attendant Console is a newly released feature that allows a user to manipulate multiple calls at the same time easily. The most obvious use case would be a receptionist. With this tool, you can answer calls, search for contacts, transfer calls, and even park them in special call park slots.