CREATING & CUSTOMIZING USER

CREATING & CUSTOMIZING USER 

 

 

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Adding a User


 1. Click the users tab and select add user. The first and last name of a user will be
 displayed for on-net calls.
 2. Extension numbers cannot be changed. 2 - 5 digits extension are the standard for
 our system.
 3. The department and site fields are optional organizational tools. You can group users
 by location or department for easy directory creation.
 4. The email address will receive a copy of voicemail that are left on the users
 extension. Multiple emails can be added by pressing the green plus sign.
 5. Most users will be assigned the basic user scope but call centre agent, call centre
 supervisor, and call centre manager are available options.
 6. The new password field is optional. If your customers will not be using the Virtue
 portal, then you do not need to set the password. If they change their mind, you can
 send them a welcome email at any time.
 7. The voicemail pin, normally 4 digits, is used to enter your voicemail account. It is also
 used for as a fraud prevention tool when making an international call.

 

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User Profile


 
Once you add the user, click on the user in the user’s name. This will
 bring you to the profile page. There are a few extra settings you can
 change in this tab.
 1. Call recording can be enabled or disabled on this user.
 2. The caller id and 911 caller drop downs allow you to change the numbers
 associated with each.
 3. The dial permission can be changed if this user needs international
 calling. Set the user to limited international.
 4. The user’s email can be changed, or new emails can be added.
 5. The voicemail pin be updated also if necessary.

 

 

 

 

 

 

Answering Rules

 

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Next tap the answering Rule in the USERS tab, first we are looking for the Ring for timer by default 25sc.

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Time Frame 

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The time frame rule is 24x7 its working there, is another option on right side editing tool just click that. Then you can see the options there, call forwarding – then you click the Always 

 

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There you can check two different types of extension number or phone, look at the figure bellow 

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The call forwarding has sum more options when bust, when unanswered, when offline and simultaneous ring 

 

WHEN BUSSY 

     When busy Is mean you receive a second call while on a call and the call is then transferred to the selected line.

WHEN UNANSWERED 

   When unanswered means that the phone rings to full 25sc whatever the call forward to the 

WHEN OFFLINE  

   When offline means that the signal loss, internet connectivity issue, phone switch off etc... then set a number to forward.

SIMULTANEOUS RING 

Simultaneous ring means that, there you can add multiple numbers there. 

There you can also set a number that is not instantaneous, so the number may be delayed by 10 sc. There is an option on the right clock icon shown in the image above.

 

After you save the changes then you can see the description for e.g., shown in figure above.

You can also add separate time for him in the default. There is an option in the answering section. Click the Add Rule 

 Time frame there is an option and select the purpose, one’s time frame or vacation time frame etc... 

Then the call forwarding option all are same as 

 

 

 

 

 

Voicemail Tab

 

The voicemail tab has several useful settings that some customers will require

 

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.
 1. The operator forward tab allows users callers to reach a different extension if they hit a
 voicemail by pressing 0.
 2. Clear messages will delete all messages in a mailbox. Do not use clear data. Clear data deleted
 the greetings also.
 3. Copy to extension will send a copy of each voicemail to the listed extensions.
 4. Voicemail greeting and recorded name are recorded by default when a user presses the
 voicemail button on their phone and enters a pin. The next slide will cover changing them
 through the portal.
 5. The popular email notification settings are:
 None: no email, voicemail left on the phone
 Send w/ attachment (leave as new): send email, voicemail left on the phone
 Send w/attachment (move to trash: send email, no voicemail on the phone
 1. Voicemail transcription allows speech to text in the voicemail emails.

 

 

 

 

 

Recording greetings in the portal

 

To record a greeting, start by clicking the manage button next to voicemail greeting.

 

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 1. Press add greeting.
 2. Select upload or record.
 3. Give the greeting a name.
 4. If you selected record:
 Enter your extension or cell number in the call me at field.
 Press call. After answering the call, the system will prompt the user to record the
 greeting.
 Hang up when finished
 1. Repeat if necessary.
 2. Once the recording is complete press down.
 3. Activate the recording using the voicemail greeting drop do.