Users #

The users sections provides access to manage ~.Dimensions.~ Voice users. This includes adding/removing using from the communications platform as well as managing users who just have access to call analytics features.

Adding/Editing Users #

Any user with the 'Manage Users' permission will be able to add or edit other users on the system. There are two types of access type that can be granted when creating users:

User Access Type -> Controls whether the user will be added to the communications platform or not
Supervisor Access Type -> Controls whether the user will be given access to the call analytics and other features of the solution outside the communications platform

Some sort of User or Supervisor access to the system is required. User and Supervisor access can also be assigned to the same user.

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Some user modifications will also require the 'Manage Billable Items' permissions to be assigned to the user who is making the changes.

Details #

Display Name #

This is the name which will be displayed for the user within reports.

Email #

This is the email address for the user. This is used for email communication as well as the username for logging into the portal if allowed.

To make use of OAuth integrated login (e.g. Microsoft or Google), set the user's email address to match that of the user's account on the OAuth provider.

tip

If the user's email address is updated, the corresponding email address on the ~.Dimensions.~ Voice communications portal will also be updated, but not their username. If the user is accessing the communications portal (for voicemail etc), their username will need to be updated on the communications portal separately.

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Any user that is being given access to log in to the web portal must have a unique email address. This is required for them to be able to log in to the portal. If there are users with duplicate email addresses you will not be able to enable them for web portal access.

User Access Type #

The user access licence controls the level of data that ~.Dimensions.~ is storing for each of the users and the level of access the user has to ~.Dimensions.~ features:

Role	Description	Automatic Assignment
None	The user does not have a phone system account. They maybe configured purely for reporting access
Single-Device User	A phone system user which can have a single SIP device associated with it.
Multi-Device User	A phone system user which can have any number of devices associated with it.
Agent User Add-On¹	Enable the users as an ACD Agent on the telephone system. This also enables agent-based reporting data for the user and will provide them access to ACD features from within ~.UcClient.~.	Optional

Single-Device User

A phone system user which can have a single device associated with it. This can be any of the supported devices (Physical Phone, Connect Desktop Softphone, Connect Mobile Softphone, Hot Desk), but they are only allowed a single device.

Multi-Device User

A phone system user which can have more than one device associated with it.

Extension Number

The extension for the user on the telephone system. For Single/Multi-Device users, this is a required field and must be populated prior to saving.

Agent User Add-On

The Agent User Add-On can be used to optionally model agent state changes/availability of users who are working as agents (logging into and out of Queues) on the PBX. The Agent User Add-On can be manually assigned to users or automatically assigned based on PBX configuration. Manual assignment is useful when only a subset of users require agent status data modelling. Automatic assignment is useful for larger customers who want to minimise the overhead of provisioning.

The Agent User Add-On role will only be available for users with a Single-Device or Multi-Device role. ↩︎

Supervisor Access Type #

The supervisor level controls which aspects of the portal the user has access to. Changing the supervisor level a user has access to changes the licence which is consumed.

info
A user requires the 'Website User' role before they can be assigned a Supervisor Level.

Level	Description	Historical Reporting Access	Dashboard Access	Wallboard Access
None	The user has no access to the features of the solution. This is applicable for support users that require the ability to manage other users but not view content.	No	No	No
Reports Supervisor	Grants the user access to historical reporting features of the solution, including filtering and schedules.	Yes	No	No
Insights Supervisor	All the features of a Live Analytics Supervisor plus access to Agent & Queue data.	Yes	Yes¹	Yes¹
Analytics Supervisor	All the features of a Reports Supervisor plus access to Dashboards	Yes	Yes¹	Yes¹
Live Analytics Supervisor	All the features of a Analytics Supervisor plus access to active call stats on the Dashboard.	Yes	Yes¹	Yes¹
Contact Centre Supervisor	All the features of a Live Analytics Supervisor plus access to Agent & Queue data.	Yes	Yes¹	Yes¹

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View the Feature Matrix for more information on the features available at each supervisor level.

Permissions #

The following permissions can be applied to users to allow them access to various areas of the portal:

Role	Description
Website Access	Grants the user access to the user web portal. If this role has not been applied, the user will not be able to login into the user portal to view call analytics.
Manage Users	Allows the user to create and manage other users on the portal
Manage Billable Items	Allows the user to make changes to other users which will have an effect on the cost of using the system
Devices Access	Allows the user access to the Phone Management area of configuration
Devices Administrator	Allows the user to edit specific device settings
Customer Settings	Allows the user to edit organisation-wide settings
Manage Contact Directories	Allows the user to add and edit Contact Directories
Configure Personal Dashboards	Allows the user to configure Personal Dashboard views within their workspaces.
Phone System Admin	Assigns the user administrative permission on the phone system. This is required for specific phone system configuration.
Phone System Apps	Exposes Voice Apps to the user in the settings section. Access to specific apps is controlled via the App Exchange app.
Workspace Administrator	Allows the user to manage Workspaces
REST API Administrator	Allows the user to enable REST API access and generate access tokens for integration.
Supervisor Agent Control	Allows the user to change another user's agent status via the Dashboard.
Silent Monitor	Allows the user to silent monitor (whisper, barge-in, steal) other user's calls
Webhooks Administrator	Allows the user to manage Webhooks
Recording Playback & Scope	Gives the user access to playback recordings from the Call Session view. Refer to the Getting Started section for more information on Recording Access Scopes

By default, all permissions are grayed out until the Website Access permission has been assigned to a user.

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The 'Website Access' role is automatically assigned to any user who is given a Supervisor Access type or ~.UcClient.~ access.

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'Recording Playback & Scope' - Any user with permissions to playback their own calls will be able to playback any conference they have been involved in. This may include times before they joined or after they have left the conference call.

Manage Users & Manage Billable Items #

Any user with the 'Manage Users' permission can make changes to the permissions of other users, giving them access to the portal to run reports or playback recordings.

Users with the 'Manage Users' permissions are restricted from applying a new Supervisor Access Type or User Access Type to another user which would result in an increase to the cost of using the system. In order to make these types of changes, the user must also have the 'Manage Billable Items' permission assigned.

Permissions/role which are affected by the 'Manage Billable Items' permission include:

User Access Type
Agent User Add-On
CRM User Add-On
Real-Time Supervisor

note
Once a user has been assigned the 'Manage Billable Items' permissions, they can assign it to other users themselves.

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If you require either of these 'Manage' permissions but do not have it, please contact your service provider to request a permissions change.

~.UcClient.~ Clients #

The ~.UcClient.~ clients provide users with telephony features and integration. The settings below control which clients a user is able to access.

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A Single or Multi-Device type is required before users can be given permissions to use ~.UcClient.~ clients.

~.UcClient.~ Client #

Allows the users access to the ~.UcClient.~ Desktop and CRM clients. ~.UcClient.~ clients provide users with telephony features from their computer. Features available include:

Call Information/notifications
Dialling (Sip:, Dial: URI support)
Presence Control/Visibility

The installation files for ~.UcClient.~ can be found here.

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For further information on the ~.UcClient.~ Desktop, please refer to the ~.UcClient.~ Desktop documentation.

CRM User Add-On #

The CRM User Add-On provides the user access to any of the ~.UcClient.~ CRM integrations which are available. ~.UcClient.~ CRM integrations aim to provide telephony features from within third-party CRM providers, offering the following features (where available):

Screen Popping
Dialling
Call Log/Task Creation

Currently supported integrations include:

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For further information on the ~.UcClient.~ CRM clients, please refer to the ~.UcClient.~ CRM documentation.

~.UcClient.~ Softphone #

The softphone features of ~.UcClient.~ are available for both Single and Multi-Device user types. Enabling the softphone for a user allows them to connect their ~.UcClient.~ as a SIP device on the phone system, so that calls can be made/received directly from ~.UcClient.~.

When the '~.UcClient.~ Softphone' option is enabled, a list of client options should appear; Desktop, Mobile & CRM.

To enable the softphone against a specific client type, click the + icon. This will create the necessary Softphone device for the user on the phone system.

Once the device(s) have been created, the softphone features within the ~.UcClient.~ client will be exposed.

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No further configuration should be required on the user's client except for machine specific settings such as NAT or Audio Devices. The ~.UcClient.~ client will automatically download the required SIP credentials and realm with no further configuration needed.

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The softphone licence is applied at user level and can be used in any of the ~.UcClient.~ applications.

Personal Dashboard #

The Personal Dashboard features provides individual users with access to the following features through their ~.UcClient.~ Web client:

Personal Dashboard Tiles -> Monitor team and personal performance on the configurable dashboard
Unreturned Call Grid Display -> View customer calls which have not been returned
Queue Grid Display -> View the status of queues which they are a member of

Once a user has been given access to the Personal Dashboard, visibility of the features and the specific personal dashboard view(s) they have access to are controlled by a combination of:

Client Profile the user is assigned to.
Workspace the user is a member of

note
The 'Configure Personal Dashboards' permission is required to add/remove/manage Personal Dashboard views within a Workspace.

Groups #

User groups are used for reporting and presence purposes to organise users. Users can belong to more than one group if they are work within more than one team or department. This will allow them to appear in multiple groups on the ~.UcClient.~ contacts view.

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Users can be added to groups in the User Group settings area.

Primary Group #

If required, select a primary user group for the user to a member of. Any telephone call made or received by a user's device will be assigned to their primary user group. These calls will then appear in the Calls by User Group report.

warning
Removing the primary group for a user will not remove them from the group itself, it will stop calls they make being tagged with the group.

Workspaces #

Each user can be granted access to one or more workspaces on the portal. To see which workspaces a user has access to, or to change their workspace assignment, click on the 'Edit' link next to the user, then select the 'Workspaces' tab. Each workspace on the system is listed along with the access the user has.

Refer to the Workspace section for more information on the different workspace roles available.

Recording #

If call recording is enabled on this account, the recording tab will appear for PBX users. The settings here can be used to override the ones set for recording at customer level.

Configuration	Description
General Call Recording	Controls recording of a user's calls. This can be overridden at device level if required
Record Queue Calls	Controls recording of calls which are delivered to the use through a queue (applicable for Agent users only)
Recording Analytics	Enables transferring of a user's calls to the analytics platform for processing

For more information on recording permissions, refer here.

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User based recording settings will affect all of a user's devices.

Access to Wallboard and Dashboard vary at different supervisor role levels. For details of access, please refer to the Dashboard & Wallboard sections. ↩︎