To view existing users navigate to the User editor by selecting Configure > System > User from the Navigation Panel.

The User editor allows you to add new users or update current ones. Privileges for each type of user are defined in the 2022-06-26_10-41-18_User Roles and Permissions section of this user guide.

To filter results by role, select one from the Role drop down list and click the magnifying glass icon to update the display. Alternatively or in conjunction with the Role drop down list, you can search for specific text in the Search field. In the screen shot below, manager is the selected role and the search is set to filter for 2 which results in the manager2 user being displayed.

The User editor displays basic attributes distributed into columns, which are similar for all users. The basic attributes are comprised of the following:

• User Name
• First Name
• Last Name
• Email
• Role
• OTP
• Last Login
• Last IP
• Services (Scope)
  
  • Services: shows a list of services available to the manager.

Double click on a user to edit the user information. The General tab displays the following information:

• User ID – The user ID number.
• User Name – The user name of the selected user.
• Role – The role type of the selected user.
• First Name – The first name of the user.
• Last Name – The last name of the user.
• Password – The password of the selected user.
  

• Confirm Password – Password confirmation.

• Email Address – The email of the selected user.
• Last IP – Displays the last IP used by the user.
• Last Login –  Displays the user's last login date and time.
• DFA/OTP – Displays the user's One Time Password (OTP) enrollment status. If enabled, Enroll button is available for Dual Factor Authentication (DFA) when updating the user. Click on Entroll button, you will be presented with the below screen.
  
  

Click OK and the next time the user logs in or changes the password, the user will be taken through the OTP activation process. When logging in, the user must authenticate with a secondary PIN. The below options are supported for second-factor authorization.

• Smartphone applications such as Google Authenticator, Microsoft Authenticator, Okta, Authy, etc.
• Desktop application such as WinAuth which makes the workstation itself into the second-factor.
• Hardware token which eliminates the need of smartphone at user level.

Click the Reset button to disable the dual authentication process for the user. Select the Save button at the bottom right to save changes.

Manager and Client Auditor user roles have optional powers to expand or limit their abilities.  These powers are enabled from the Optional Powers tab. Enable or disable a power by selecting the check box next to it.

• Manager users have the following optional powers:
  • Access to DNC: If enabled, the system provides access to the DNC editor.
  • Access to Administer Agents: If enabled, the system provides access to the agent editor and agent skill settings.
  • Access to Strategies Editor: If enabled, the system provides access to the strategies. 
  • Access to Campaign Templates: If enabled, the system provides access to campaign templates.
    
  • Access to Partitions: If enabled, the system provides access to partitioning.
  • Access to Upload Campaign: If enabled, the system provides access to campaigns.
  • Ability to Modify Services: If enabled, the system provides access to the service editor. If the check-box is not enabled, managers have view-only access.
  • Access to Contact Manager: If enabled, the system provides the ability to modify contact manager records.
  • Access to Call Recording Report: If enabled, the system displays the call recording report.
  • Ability to download call recording: If enabled, the system provides access to download the recorded call.
  • Permission to stream (playback) call recording: If enabled, the system provides access to stream (playback) the recorded call.
    
    

• Client Auditor users have the following optional powers:
  • Ability to view Costs: Restricts users from viewing billing and cost information.
  • Access to Reports: If enabled, users can access the Review tab and reports.
  • Access to Real Time Report: If enabled, users can access the real time report.
  • Access to Service Efficiency Report: If enabled, users can access the service efficiency report
  • Campaign Line Summary Report: If enabled, users can access the campaign line summary report.
  • Access to Billing Duration Report: If enabled, users can access the billing duration report.

In addition, users with access to reporting (see User Roles and Permissions grid for more information) have the following optional Call Recording permissions:

• Access to Call Recording Report: If enabled, users can access the call recording report.
  
  • Ability to download call recording: If the access to call recording report is enabled and this option is selected, users can view the link and download recordings in the call recording report.
  • Permission to stream (playback) call recording: If the access to call recording report is enabled and this option is selected, users can view the link and stream recordings in the call recording report.
    
    

The Audit History tab provides logs that track changes made across the voice portal by the selected user.

The Change History tab provides changes made to the user account.

In the Profile Picture tab, you can assign users a default or custom picture.

To upload a custom picture first click either the empty Upload field or the green arrow icon. Then navigate to the desired file in your local directory and double click it, or select it and click Open. The Image Cropper window will open allowing you to crop your profile picture from the uploaded file.

Click Ok to finish cropping your image and then click Save Image to update the user's profile picture.