Roles and Licensing

Users have two system roles:

Admin: Can access both the end-user apps and administrator portal

Supervisor: Can access both end-user apps and administrator portal but with less permissions than the admin.

User: Can only access the end-user apps.

User Licenses:

PhoneIQ Agent: Designed for call center environments and users that work with Salesforce, the PhoneIQ Agent license provides access to the desktop & mobile app plus the Salesforce CTI.

PhoneIQ Office: Designed for users who don't work with Salesforce. The Office license provides access to the service via desktop and mobile apps.

1. Create users

1.1 Access the users' view, within the desired location and click on 'Create user'.

1.2 General Information:

  • Add a first name and last name.

  • Add a unique valid email address: Note that for PhoneIQ Agent users, the email address used in PhoneIQ should be the same email address used in Salesforce. This will enable calls to be assigned to the right user in Salesforce.

  • Add an extension number: extensions should be unique and 3 or 4 digits in length (E.g.: 100 or 1000).

  • Department (optional): assign users to a department. Departments are used to group users into teams for reporting purposes and to assign custom call settings like disposition codes, tags, and after-call work.

  • Role: Choose between admin or agent roles.

  • License: Assign a PhoneIQ Agent or Office licenses.

  • Record calls: set up automatic call recordings for your user.

  • If unavailable: If the user is unavailable, route callers to their voicemail; redirect callers to other users, ring groups, queues, or call flows or play a busy tone.

Once created, users will receive an automatic email with a link to setup up their password and download the PhoneIQ apps.

Apps can be downloaded from our website by clicking the button below

1.3 Only for accounts with Personal numbers enabled.

If your account has the "personal numbers" featured enabled by default, as part of the user creation process you'll be presented with a screen to assign a personal number to the user.

  • Enable personal number: toggles the feature on/off for the user.

  • Buy new number: allows you to purchase a new number for your user. Personal numbers are not billed as location numbers. Admins can choose a different number by selecting the "try a different number" option or can search numbers on different area codes by using the "search & buy a different number" option.

  • Select an available number: allows to select an existing location number as a personal number.

2. Advanced User Settings:

To edit a user, click on a user within the user's view.

2.1 Advanced settings:

a) Ringback tone: Select the default Ringback tone or upload a custom ringback tone. The ringback tone is the audio files callers listen to while waiting to be connected to an agent.

b) Enable call waiting: Allow an agent to receive a notification of a new inbound call while he or she is connected to another phone call.

c) TimeZone: Choose the user's time zone, this is used for voicemail to email.

d) Local Presence: Enable agent or sales rep to dial out using local area codes automatically. Only available for the US and Canada.

e) Enable voicemail drop for this user: Allow agents to create pre-recorded voicemail messages that can be seamlessly dropped into their callee's inbox with a click.

f) Agent ring timeout: time in seconds before the call times out and goes to the "if unavailable" rule.

g) User devices: Enable or disable specific devices for phone calls, update their caller ID and check the registration of the different devices to the PhoneIQ telecom network. Green is connected, Red is disconnected and Black is disabled.

h) Enable Salesforce Screen Pop: Toggle automatic screen pop on/off for the Salesforce CTI users. Select which record to show in Salesforce automatically based on different scenarios like inbound or outbound calls and if the caller ID is matched to an existing shared contact.

I) Automatically login and logout from the call center: Enable to login and logout agents from the call center automatically when they login and out from PhoneIQ. (they need to specifically log out, closing the window does not work)

2.2 Salesforce Integration:

a) Salesforce User Sync Method: Select the way you want to sync your PhoneIQ user with Salesforce. By default, users are synced using their email addresses.

b) Salesforce Email / Username: Admins can select email or username as the sync method criteria.

c) Salesforce Synced User: The Salesforce user ID to which the PhoneIQ user is synced to.

d) Integration Status: Not Integrated or Integrated.

Note that If you wish to update the integration, you'll need to click on the refresh icon. Data will be updated in real-time.

3. Delete a User:

To delete a user, visit the users' view within the desired location and hover over the user. A drop-down menu located on the right-hand side will appear and when clicked will prompt the option to delete the user. Deleting a user won't delete their license for billing purposes.

4 Reset Users' Password:

To reset the password of a user, visit the users' view within the desired location and hover the cursor over the user. A menu located on the right-hand side will appear and when clicked will prompt the option to change the password.

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