CompleteUser

Complete User

Contents

Introduction

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

For the Custom 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 major 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 required 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 the Complete package

A fixed monthly fee is established for creating a user account. To effectively set up Users in the Complete proposition, you should follow the steps below.

Step 1: User account

Create a User for every employee who wants to use telephony. A user in the Complete package has access to 3 devices: a desk phone, the Webphone, and the mobile App. The user can indicate on which device they want to be available, making them flexible to specify where and when they are available. Availability can be adjusted in the portal, the Webphone, the mobile App, or in the browser extension. The selected availability of colleagues is displayed in the portal, in the Webphone, and the mobile App. Under the 'User' tab, you fill in some standard details, such as name, email address, and password. You also indicate which rights group is assigned to the User. There are four standard groups:

Admin: the user can view all organization data, make changes to modules, and turn modules on and off.
Account Management: the user can view all organization data (including billing information), make changes to 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.

For the password, you can choose to send the User a link to set up their password or create a password yourself and send it to them. If you later change data or settings for the User, you don't need to change the password again.

Then press Create User.

Step 2: Incoming calls

Under the 'Incoming calls' tab, you can activate various destinations. This can be a desk phone, the Webphone, or the mobile App. VoIP accounts are created in the background. In addition to an internal number for the user, the destinations also get an internal number, so you can always directly reach a specific device. The user can also indicate through these settings where they want to be available.

Activation can be done at any time, even after the User has been created. After activating the destinations, you also have the option to set up a fixed/mobile forwarding. Set the number display to 'called number' so that the User sees that the business number is being called.

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.

Under click-to-call account, you specify which account the browser extension should work with. For users with a flexible workplace, it's necessary to choose set equal to availability. This way, click-to-call is linked to the end destination set by the user. You can also turn Auto-answer on or off. If it's on, the phone number is dialed directly. If Auto-answer is off, the user must first confirm before dialing this number.

Step 3: Outgoing calls

For outgoing calls, you can set the outgoing number. This can be the same for all devices, or you can set a different outgoing number per device. Of course, you can also choose not to send an outgoing number (anonymous).

Internal numbers

In the Complete environment, colleagues are called internally using the internal number of the User. Since the User can select from three end destinations, this always connects to the indicated end destination. This setting cannot be changed for Complete users; in Custom, it can be set manually. For internal calls, the User number is sent.

Step 4: Security

In this tab, you can set the language and configure two-factor authentication. For security reasons, this can only be set by the User. You can also set that the User must change their password the first time they log in, and that they will be automatically logged out of the portal after 10 minutes.

It's also possible to reset the VoIP login credentials. The credentials are automatically loaded in the Webphone and mobile App, so the User doesn't need to log in again.

Step 5: Call permissions

Per User, it's possible to set call permissions. This applies directly to all end destinations of the User.

Availability

After completing the previous steps, the mobile App and Webphone can be downloaded, and the User can log in to both applications. In the mobile App and Webphone, the appropriate status and end 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 shown and you can immediately see who is available. In the mobile App, this is in the Contacts tab, in the Webphone under keypad, and in the portal in the Users module. The status that a colleague has is self-explanatory: green if 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 colleagues' availability, resulting in customers being helped faster and better.

Outgoing number

In the mobile App (under app preferences) and the Webphone (under settings), it's 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 adjust the outgoing number.

Smart ringing method

In the call group, it's 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 also don't answer, all devices will ring. This way, the chance is greatest that the caller can be helped the fastest, 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 will always be connected 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. When 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's problem is that a device rings instead of the chosen end destination, then the VoIP account is in the call plan or call group and NOT the user account. Whenever 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 privileges so they can manage other Users. This allows the customer to keep the user list up-to-date and possibly remove Users.

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.