All users on your account are listed here. To edit the settings for a specific user, hover over the user and click Edit on the right. For each user, there are five tabs that organize the user’s settings: Calls, Devices, Plans, Settings, and Voicemail.
Calls
The Calls tab lists the user’s phone number(s) and the settings that control how incoming calls to this user are handled.
Call Details
All phone numbers pointing to this user are listed here. Incoming calls to these numbers will follow the user’s Call Handling and Call Screening options as defined below. To add or remove a phone number, please contact Customer Support.
| Code | Description |
|---|---|
| Phone number | The phone number(s), if any, routed to this user. If a number has not yet been assigned, see Change Phone Number Destination. |
| Extension | The dialable extension the user can be reached at on the account. This field is required. |
| Caller ID |
The phone number and name sent with outbound calls from this user which is displayed on the phone of the person being called. Users can choose the main account number, their phone number, or choose None to not send out any caller ID at all. This field is required. It is important to choose a number here, even if you choose to disable caller ID (below). If this field is set to None, outbound calls—even to 911—will be sent out as Anonymous, and the carrier may reject the call. |
| Enable Caller ID | This toggle determines if the caller ID name is or is not sent with outbound calls. This setting can also be managed by star code.
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Call Screening
Call Screening can help block unwanted calls from reaching you, and you can decide what happens to the calls you turn away. Are they hung up on automatically, or do they hear a message first? Do you forward them to another number, or do you send them to your voicemail?
Choose how calls from anonymous numbers, toll-free numbers, and other callers will be handled. For each category, choose an action (behavior) from the menu. The options for each category are Allow, Allow with priority ring, Block, Block with message, Forward, and Voicemail. See Call Screening for more information.
| Code | Description |
|---|---|
| Screening forward number | Enter a destination phone number that will be used when This is the destination number used when a call screening category is set to Forward. |
| Anonymous callers | Choose what happens to incoming calls that don't send caller ID. |
| Toll-free callers | Choose what happens to incoming calls from a toll-free number. |
| All other callers | Choose what happens to all other incoming calls that are not otherwise defined by a custom screening rule. |
Custom Screening
Custom screening rules define the call handling action for inbound calls from specific phone numbers. The screened phone numbers and associated action are listed here.
To add a custom rule, click [Add Rule], then enter the phone number and select an action, and click [Save] when you're done.
| Code | Description |
|---|---|
| Number | Enter the phone number for which this custom rule will apply. |
| Action | Choose what happens to incoming calls from this number. |
Call Handling
Call Handling determines how incoming calls are routed under various circumstances. In the first section, create or manage your Call Waiting and Do Not Disturb settings. Just below that, select and configure a ring strategy: Ring Phone, Forward All, Simultaneous Ring, and Find Me/Follow Me.
See Call Handling and Call Handling Schedules for more information.
Devices
All devices assigned to the user are listed in the Device Lines section. If the user has a shared line on another user’s device, it will be listed under Referenced Devices.
Devices can be managed at the user level (here) or from the main Devices section in the left navigation menu. In either location, find the device and click Edit on the right to manage its settings:
- Device Info: View the MAC Address, Device Type, and Configuration Status. There you can also Swap the device for a new one or upload a Bulk Configuration file.
- Line Configuration: On an IP phone, you can assign features to lines, including Call Park, Device Line, Paging Group, Presence/BLF, Shared Line, and Speed Dial.
- Sidecar: Configure a sidecar (key expansion module) on the device.
See Devices for detailed information about these features and settings.
Cymbus Devices
Only physical devices are listed in the Voice Portal. Users on Advanced or Professional plans are automatically assigned two Cymbus softphone devices that are not listed here.
Settings
The user's Settings tab provides some quick information about the selected user. In this tab, you can reset the user's Voice Portal access and login information, grant Admin privileges (end user role), and manage their calling plans.
To change the user's extension or language settings, please contact Customer Support.
User Information
| Field | Description |
|---|---|
|
Name |
The first and last name of the user of the account. |
|
Language |
The language heard in the telephone user interface (TUI) audio prompts for star codes and the IVR. Select English or French. This is separate from the Language setting in the user's voicemail box. |
|
Time Zone |
The time zone displayed on the user's device and call records. |
| Tags
|
User Tags is an optional mechanism to organize and search for users by one or more custom identifiers, such as department, location, or anything else. If it would be useful to search for this user by a particular term, enter it here. |
Feature Plan
This is the user's current feature plan:
- Standard: All basic voice features.
- Advanced: All standard features + the UC app with team messaging.
- Professional: All standard and advanced features + video meetings with whiteboarding and screen sharing.
To change the plan, please contact Customer Support.
Voice Portal
The Voice Portal Access toggle identifies if access has been enabled or disabled for this user. Not everyone needs web access to their account, and an email address is required only for those who do. The toggle is disabled for new users by default, so contact Customer Support if it needs to be enabled.
- Disabled: The user does not have access to the Voice Portal, and the Email field is optional.
- Enabled: The user has access to the Voice Portal, and the Email, Username, and End user role fields are required.
| Field | Description |
|---|---|
|
Enable Voice Portal access |
This checkbox indicates whether the user has access to the end user Voice Portal. It is automatically enabled for Advanced and Professional users, but it is disabled by default for Standard users. |
|
|
A valid email address is required for every user who has access to the Voice Portal. This is where their Welcome and Forgot Password emails are sent. |
|
Username |
Their username. It cannot be changed. The user can log in to the Voice Portal with this or their email address. |
|
End-User Role |
The level of access the user has in the Voice Portal.
You cannot change your own End-User Role. |
|
Resend Welcome Email |
Resend the Welcome email with the Voice Portal URL, a link to create a password, and their softphone account information (if applicable). |
|
Reset Password |
Send the user an email with a link to reset their password. |
Calling Plans
Calling plans dictate where that user can call and if calls will be rated or use plan minutes. Multiple calling plans can be assigned to a user, and the most permissive settings will apply. A call will go through if any of their calling plans allows it. A call will be blocked if the location is blocked in all the user's calling plans.
The calling plan(s) assigned to the user and the number of minutes used on each plan are listed here. To add or modify the user’s Calling Plan, including changes to permitted calling areas, please contact Customer Support.
Voicemail
A voicemail box was assigned to each user with their Business Cloud Communication service. In the user’s Voicemail tab, you can manage their voicemail greetings, messages, and message settings such as Voicemail to Email and Voicemail Transcription.
Please note, as an Account Manager or Admin user, you can download only your own voicemail messages from the Voice Portal.
| Field | Description |
|---|---|
| Voicemail box name |
The name of the voicemail box assigned to this user. To change the user's box, click the drop-down menu and select one from the list.To change the name of the voicemail box, go to Account > Voicemail and search for the box. |
| Owner | The name(s) of the user(s) this voicemail box is assigned to. |
| Reset PIN | If the user cannot remember their voicemail box PIN to sign in, click Reset PIN to reset it for them. The default PIN is 1234. The first time the user logs in to their voicemail box in with the default PIN, they will be asked to set a new one. |
Voicemail boxes can be managed at the user level (here) or in the Voicemail section of the Voice Portal. See Voicemail Management for more information about these settings.
Save
Don't forget to save any changes!