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Managing users
Information for administrators
About managing users
Administrators can:
- Add, delete and deactivate users
- Change a user's assigned licences and device details
- Create new login details for a user's desk phone if they have a new phone or need to log in again
- Change a user's settings and profile information, such as password and privacy settings
Adding users with desk phones
When you add a new user to your site, you specify the licences they need and the phone number and type of desk phone they will use. If the user has a One Net Business mobile, you also add their mobile phone number and contract number.
The user is created in a 'Pending' state, which means they can make but not receive calls. When Vodafone has activated the user, it changes the state to 'Activated' and the user can receive calls. If the user can't be activated, their state shows as 'Failed'. Contact the One Net Business team for advice.
Don't assign users in the 'Pending' state to hunt groups and call centres.
You can't delete a user or modify their configuration settings until they are active. However, you can modify their call services and profile, and add them to groups, such as call pickup, call park and hunt groups.
To add a user
For administrators only
- If you're an enterprise administrator, select the required site.
- Select Benutzer einrichten.
- Select Benutzer hinzufügen.
- Select an available phone number from the list.
- From Lizenztyp, select a type of user.
-
From , select any additional services that the user needs.
Supervisor service
The supervisor service needs to be enabled only for users who want to use One Net Call Centre as supervisors. Users who don't have this service enabled can still be assigned as supervisors in the call centre configuration.
-
Enter the following details for the new user:
- First name
- Last name
Maximum number of characters
The maximum number of characters is 23 for the first name and 30 for the last name.
- Enter an email address of the user.
- If you want to use an extension number different than the default, in Kurzwahl, change the extension number.
By default, the new user's extension is the last four digits of their phone number.
- From Gerätetyp, select the device assigned to the user.
- If the user has a One Net Business mobile phone, enter the mobile phone number and the contract number.
-
Select Benutzer hinzufügen.
The user's desk phone login details are displayed on the screen. You need to make a note of these so they can be used to log in to the phone. Select Weiter when you have done this.
Adding users with no desk phones
When you add a new user to your site that has no desk phone assigned, you specify the licences they need, their phone number, mobile phone number and contract number.
The user is created in a 'Pending' state, which means they can make but not receive calls. When Vodafone has activated the user, it changes the state to 'Activated' and the user can receive calls. If the user can't be activated, their state shows as 'Failed'. Contact the One Net Business team for advice.
Don't assign users in the 'Pending' state to hunt groups and call centres.
You can't delete a user or modify their configuration settings until they are active. However, you can modify their call services and profile, and add them to groups, such as call pickup, call park and hunt groups.
To add a user
For administrators only
- If you're an enterprise administrator, select the required site.
- Select Benutzer einrichten.
- Select Benutzer hinzufügen.
- Select an available phone number from the list.
- From Lizenztyp, select a type of user.
-
From , select any additional services that the user needs.
Supervisor service
The supervisor service needs to be enabled only for users who want to use One Net Call Centre as supervisors. Users who don't have this service enabled can still be assigned as supervisors in the call centre configuration.
-
Enter the following details for the new user:
- First name
- Last name
Maximum number of characters
The maximum number of characters is 23 for the first name and 30 for the last name.
- Enter an email address of the user.
- If you want to use an extension number different than the default, in Kurzwahl, change the extension number.
By default, the new user's extension is the last four digits of their phone number.
-
From Gerätetyp, select ohne Tischtelefon.
- Enter the mobile phone number and the contract number.
- Select Benutzer hinzufügen.
Deleting users
When a user leaves, you can delete the user profile and configuration settings from the One Net Business system. The user's phone number becomes available immediately for reassignment and the user is automatically removed from groups, such as call distribution, call pickup and call park groups. You need to inform the other members of the group if they should know the user has been deleted.
Deleting a user cannot be undone.
To delete a user
For administrators only
- If you're an enterprise administrator, select the required site.
- Select Benutzer einrichten.
- Find the user you want to delete and select Bearbeiten in that row.
- Select Benutzer löschen and confirm that you understand the delete cannot be undone.
- Select Benutzer löschen.
Deactivating users
When a user leaves or is unavailable for a prolonged period, you may want to handle calls to their phone number in a controlled way, rather than leaving the number unassigned or re-assigning it to another user.
When you deactivate a user, callers to the user's number hear a pre-recorded message and can be transferred to another number. You can choose whether the caller hears the number or presses a key to be transferred to the number.
A deactivated user is not automatically removed from the site groups, such as call distribution, call pickup and call park groups. You need to remove the user manually from any groups they should no longer belong to and inform the other group members if they need to know.
The user can be reactivated if required or deleted when you want their number to be available for reassignment.
To deactivate a user
For administrators only
- If you're an enterprise administrator, select the required site.
- Select Benutzer einrichten.
- Find the user you want to deactivate and select Bearbeiten in that row.
- Select Benutzer deaktivieren.
- From Abfangaktion, select whether you want to play the new number to the caller or whether they can press key '0' to be transferred.
- From Neue Rufnummer, select the number that the call will be transferred to. Calls can be transferred to any active user or call centre queue on the site.
- Select Speichern & Weiter.
Changing a user's configuration settings
Once a user is active, you can modify their configuration settings, including their username, phone number, type of desk phone, package and any additional options they require. You can also add or modify the user's mobile phone number and contract number if they are using a One Net Business mobile phone.
To change a user's configuration settings
For administrators only
- If you're an enterprise administrator, select the required site.
- Select Benutzer einrichten.
- Find the user you want to change and select Bearbeiten in that row.
- Make the required changes to the user's settings.
-
If the user has a new desk phone, select .
The user's desk phone login details are displayed on the screen. You need to make a note of these so they can be used to log in to the phone. Select Weiter when you have done this.
- Select Speichern & Weiter.
Creating new login details for a desk phone
If a user changes their desk phone or needs to log in again, you can create new login details for them.
To create new login details for a desk phone
For administrators only
- If you're an enterprise administrator, select the required site.
- Select Benutzer einrichten.
- Find the user you want to change and select Bearbeiten in that row.
-
Select .
The user's desk phone login details are displayed on the screen. You need to make a note of these so they can be used to log in to the phone. Select Weiter when you have done this.
- Select Speichern & Weiter.
Generating and exporting desk phone passwords
You can create new desk phone passwords for several users at once. You can also export these details as a CSV file.
To create new device passwords for several users
For administrators only
- If you're an enterprise administrator, select the required site.
- Select Dashboard > One Net Geräte-Kennwort-Manager.
- From the Groups drop-down, select a site.
- Select the users whose device passwords you want to change.
-
To generate random passwords, select Auto Generated Password.
Or
To set a specific password for the selected users, select User Set Password and enter a new password.
- Select Generate Passwords.
- Select Reset to confirm your changes.
- To download a CSV file with new login details, select Export to CSV.
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