User Customization

Content

7.1Important note

Introduction

Within the customer environment, we distinguish between VoIP accounts and user accounts. In the Customization package, VoIP accounts are central, while in the Complete package only Users are used.

For the Customization product, we recommend creating a user account for all employees in addition to the necessary VoIP accounts. In the Complete environment, there is no other option than creating Users, and VoIP accounts are activated within the user account.

A user account has the great advantage that a User can choose on which destination they want to be available. This can be a desk phone, the Webphone, the mobile App, or a mobile forwarding. A user account is also necessary to log in to the Webphone and the mobile App.

A user account gives employees complete control over their availability and enables them to work flexibly and efficiently. Additionally, the status of a User is clearly displayed and everyone in the organization can see if someone is logged in and available.

Setting up the User in Customization package

Creating a user account is free. To effectively set up Users in the Customization package, you need to follow the steps below.

Step 1: VoIP accounts

Create a VoIP account for each device in the organization, even if the customer wants to make calls. If the customer also wants to use the Webphone and/or call with the mobile App, it's necessary to create a separate VoIP account for this as well. If the User only wants to adjust their availability in the mobile App, no VoIP account is required and a user account is sufficient.

Step 2: Fixed/Mobile forwarding

Create a mobile destination for all employees by adding the mobile phone number under Fixed/Mobile. Set the caller ID to "called number" so that the User sees the business number being called in the display. This way, the User knows that the call was made to the business number and can answer with the company name.

Step 3: User accounts

Create a User in the portal under Admin. You can create and manage users for the customer here.

Personal information

The first fields are self-explanatory. The email address is unique and not yet known on the platform. For the password, you can choose to send the User a link to set their password or create a password yourself and send it to them. If you later change information or settings for the User, you don't need to change the password again.

Under the Personal information tab, a permission group can be assigned to the User. This allows the administrator to determine which employees get access to certain features. A user can be a member of multiple groups. The combined rights from all groups are definitive. There are four standard permission groups:

Admin: the user can view all organization data, make changes to the modules, and turn modules on and off.
Account management: the user can view all organization data (including invoice details), make changes to the modules, and turn some modules off.
Call details: the user can adjust their destination and view all call details of the organization.
End user: the user can only change their destination and cannot view any other data.

If you're curious about exactly what the user can view, create a user for the customer and log in as this user. If you want to make changes to a specific permission group and give a user more or fewer rights, we can apply that to a customer environment. Note: changes at the permission group level apply to all users with those group rights.

Telephony settings

Here, the destinations are selected. The user must select at least 1 destination. This can be a forwarding, a VoIP account, or a mobile App account. If a user only wants to use a mobile App account, it is selected under both VoIP account and mobile App account.

When using a mobile App account, you can also choose to deliver incoming calls to a mobile number when it's not possible to deliver the call to the mobile App account. For this, select the option Use mobile number when a VoIP call cannot be established and then enter the complete mobile number without spaces.

An internal number is also created for the User. If this internal number is called, the call is forwarded to the destination selected by the User, even if this is the mobile App or a mobile forwarding.

Then the user can indicate whether they want to be available and on which destination.

And as a final step, the user can select how outbound calls are made. Here you can specify what the outgoing number (Caller ID) is for the user.

Under click-to-call account, it is specified which account the browser extension should work with. For users with a flexible workplace, it is necessary to choose set equal to availability here. This way, click-to-call is linked to the destination that the user has set. Additionally, Auto-answer can be turned on or off. When it's on, the phone number is dialed directly, and when Auto-answer is off, the user must first confirm to dial this number.

Language settings and security

These two tabs are self-explanatory. It is possible to set up two-factor authentication for the user.

Availability

After completing the previous steps, the mobile App and the Webphone can be downloaded, and the User can log in to both applications. In the mobile App and Webphone, the right status and destination can be selected under the profile. If the User only wants to be available for colleagues and not for external calls, internal availability is selected. If the User doesn't want to be disturbed at all, 'Do not disturb' can be selected. If the User is completely unavailable, 'offline' can be chosen.

Colleague status

In all products, colleagues are displayed and you can immediately see who is available. In the mobile App, this is under the Contacts tab, in the Webphone under keypad, and in the portal under the Users module. The status of a colleague is self-explanatory: green when the colleague is logged in and available, orange for do not disturb, and red for in a call. If the colleague is not logged in and therefore offline, the status remains gray. With this display, you have a clear view of the availability of colleagues, resulting in customers being helped faster and better.

Outgoing number

In the mobile App (under app preferences) and the Webphone (under settings), it is possible to choose the outgoing phone number. This is especially useful if there are multiple entities, departments, or locations where the User works. The User must be a member of the Account management or Admin permission group to change the outgoing number.

Smart ringing method

In the call group, it is possible to select the smart ringing method. For an incoming call, the platform determines which User to connect to based on historical data. If this User doesn't answer, other Users are added, and if they don't answer either, all phones will ring. This way, the person calling has the best chance of being helped quickly and less forwarding is needed.

Tips & Tricks

Employees only need to know each other's internal numbers instead of all individual internal numbers of VoIP accounts. By dialing the internal number, it is always routed to the right destination. After all, the User determines which account should ring for an incoming call.

Always turn on call confirmation in a call group with Users. For a forwarding to a mobile phone number, the User must first press 1 before the call can be answered. This prevents a call from being answered by the User's mobile voicemail.

If the customer reports a problem that a phone rings instead of the chosen destination, then the VoIP account is in the call plan or call group, NOT the user account. Where possible, select Users in a call group and only use VoIP accounts if they are not linked to a User.

Make sure that one User has extra rights so they can manage the other Users. This allows the customer to keep the user list up-to-date themselves and delete Users if necessary.

Because the User is required to change their password, changes only become active after the User has logged in again and created a new password.

Important note

For customers created in the Customization environment before 2024, the user does not call out with the User number, but with the selected VoIP account number. This can be changed under settings, where the customer can indicate they want to make outgoing calls with the user account. This is especially useful when Users frequently switch between various devices.