Users

Users are utilized in 2 ways in WCP.  A user has a login to the End User Level login for WCP and Call Panel. A user is also set up with an extension on the WCP that allows them to connect one or more Desk or SoftPhone to the WCP Client they are under.

Click on the Users menu Option

From here, you can create, view, and edit existing Users.

To log in as a User into the User Level login, you can highlight any user and click on the Connect As User button at the top. You will now be logged in as that end User and can see all the things that the user would see as outlined in the documentation here for a User Level login

 Users Settings

   General (tab)

• Contact Information
  • First and Last Name – First and Last Name of this User
• User Settings
  • Vanity User – Check to turn this user into a Vanity user. Vanity users have a lower licensing cost but cannot make any outbound calls, they can only receive callsUsername – Username to login as this user into the WCP Web Interface as an End User, Call Panel, and Clearly Anywhere mobile app.Email & VM Email – This is the Email address we will use for a password reset and to send Voicemails toProfile – What Profile this User is linked to for permissions. See Profile Section for more explanation on how profiles work.Web Interface Password – Set the password used for this User to Login to the WCP Web Interface as an End User, Call Panel, and the Clearly Anywhere mobile app.Voicemail PIN – Voicemail Numeric only password for accessing this user’s extension voicemail box.Department – Optionally link this user to a Department. See Department Section for more information on how Departments workLanguage – Pick from which Language the Web GUI will be shown in a drop-down of support languages.
    
    
  • Phone Settings 
    • Extension – What Extension number you want to assign for this user.SIP Password – The SIP Password for this extension. If you generate a new one, all devices for this extension will need to be re-provisioned with the updated SIP password.
      
    

  Advanced (tab)

• Caller ID
  • Internal Caller ID Name – The Caller ID Name is used by default when an extension calls another extension on the system
  • Internal Caller ID Number – The Caller ID Number is used by default when an extension calls another extension on the system.
  • External Caller ID Name – The Caller ID Name is used by default when an extension calls an outside number. If this is not set, the user will use the Global Caller ID set for this Client in the Settings module as outlined here.
  • External Caller ID Number – The Caller ID Number used by default when an extension calls an outside number. If this is not set, the user will use the Global Caller ID set for this Client in the Settings module as outlined here.
  • Ignore caller ID settings – When enabled, caller ID settings (client and end user) will be ignored.
• Default SMS Identity for Clearly Anywhere
  • Pick a SMS DID – here you pick the default DID that will be used whenever this user starts a new SMS message from Call Panel or Clearly Anywhere.
    
• Time Zone – User’s time zone. Used for Voicemail, Time Stamp purposes, and Call Details when logged in as a User, not a Client.
• Custom Destination on Unavailable – By default, if the user does not answer an inbound call to their extension, the caller will be directed to the user’s unavailable voicemail greeting. You can override that destination to be any PBX destination instead of the user’s voicemail box, including a different user’s voicemail box.
• Custom Destination Busy – By default, if the user does not answer an inbound call to their extension and they are on ANOTHER call, the caller will be directed to the user’s busy voicemail greeting. You can override that destination to be any PBX destination instead of the user’s voicemail box, including a different user’s voicemail box.
• Voicemail Option 0 Destination – While a user is leaving a voicemail, they have an option of pressing 0 to be connected to an operator. Here is where you can override the Client level default Destination if someone presses 0 from the voicemail system. The Client Level Global default Destination is defined in the Settings module as outlined below.
• Emergency Calls – Here is where we define the Caller ID handling when someone calls 911.
  • Use Default Emergency Caller ID – If enabled, this user will use the Global Emergency settings for Call-back Profiles and Dispatchable Locations as defined in the Settings module below.
  • Default Callback Profile – If not using the Default Emergency Caller ID settings above, here is where you can pick from a list of Call-back Profiles that have been created for your Client. For more information on Emergency Call-back Profiles, please review the Emergency Caller ID module below here.
  • Default Dispatchable Location – If not using the Default Emergency Caller ID settings above, this is where you can pick from a list of Dispatchable Locations that have been created for your Client. For more information on Dispatchable Location, please review the Emergency Caller ID module below here.
    
• Dial Timeout – How many seconds to try and call the user before timing out to the Unavailable Destination, which by default is the Users Voicemail box unless defined differently above in the setting.
• Contact Tags – Group your contacts. Permissions can be applied per tag assigned to end user by the administrator.
• Screen Pop Options – Configure for automatically pop up a web browser window/tab whenever this user receives a call (either at “ringing” time or at “answered” time).
  Available variables to use in the URL:  
  • {{callerid_number}} = CallerID number of the originator of the call that is arriving to this user
  • {{callerid_name}} = CallerID name of the originator of the call that is arriving to this user
  • {{extension}} = the number of the Local Extension user receiving the call and ringing
  • {{extension_name}} = the name of the Local Extension user receiving the call and ringing
  • {{did}} = the number that the originator of the call that is arriving to this user originally dialed
  • {{wait_sec}} = how long, in seconds, the caller waited before their call was answered
   
  Screen Pop Type – Enable or disable Screen Pops for when receiving an incoming call from this Queue. If enabled (setting this parameter to “url”), users working in the Call Panel will receive a screen pop when the call is ringing or answered (depending on your configuration).
  When – Define the moment the screen pop will launch, either when the call starts “ringing” or when it gets “answered”
  URL – The URL that will be opened when the screen pop launches. This URL can contain call variables so that the webpage for the exact correct resource gets automatically displayed when the screen pop triggers.
  
  

  Status (tab)

• Status
  • Forward Number – This lets you define a phone number you want all calls forwarded to. If blank, then you have no call forwarding enabled, and callers will ring your extension.
  • Do Not Disturb – If set to Off, inbound callers will reach your devices. If set to On, all inbound callers will be sent right to your busy voicemail greeting.
  • Call Waiting – If set to On and you are on an active call already, and an additional call comes for your user in that call will be sent to your extension as an additional new call. If turned Off and you are on an active call, and an additional call comes in for your user, the caller will be sent to your busy voicemail greeting.
• Follow Me Settings
  • Follow Me Number – This lets you define one or more numbers you want to be called when your extension is called.
  • Ring Strategy – Ring strategy to use when ringing the Followme devices:
    
    • Ring All Extensions: all extensions in the group ring simultaneously until one answers. If no one answers before the dial timeout expires, the call is sent to the failure destination.
    • Ring Extensions Sequentially: the extensions ring alternately, with each ringing for the duration of the dial timeout. If none of the extensions answer, the call is sent to the failure destination.
    • Ring Extensions Sequentially with Memory: Rings extensions sequentially, retaining previous extensions in the ringing process until the call is answered.
  • Press 1 to Accept the Call – If a call is sent to an external number such as your Cell Phone, this will require you to press 1 before the caller is transferred upon you answering the call from your external number. This is done to keep the caller from going to your cell phone voicemail box if your cell phone is turned off or out of range.
  • Caller ID Prefix – Prefix to add to the original Caller ID so that it is displayed on the receiving devices when this Followme is ringing them.
  • External Caller ID: This parameter sets how the Caller ID will be displayed in the  FollowMe  destination number. There are two options: Use Users External Caller ID and Use Inbound Callers Caller ID.
    • Use Users External Caller ID: This will display on the FollowMe destination number the Caller ID of the person who is calling your extension.
    • Use Inbound Callers Caller ID: This will display on the FollowMe destination number the external Caller ID of your Company number. 
  • Delay between devices – This is how long we should wait before calling your FollowMe list of numbers. If you set this to a setting like 5 seconds, then the first 5 seconds will be just your desk phone ringing, and only if you do not answer after 5 seconds will it start to ring the numbers in your Follow Me list above.
  • Ring Timeout – How long to call all the numbers in the Follow Me list above before giving up and sending the call to your Users voicemail box.
  • Mark as Answered Elsewhere – This option will let you know that the call was answered elsewhere. 
    
    
    
    

   White List (tab)

• Extension List – The white list allows you to define a list of extensions allowed to dial this user. Only the extensions listed here are allowed to dial this user. If empty, anybody can dial this user.

  Voicemail (tab)

• Voicemail Settings
  • Voicemail Limit – Here, you can set how many voicemail messages a specific user can store in their voicemail box. This number is pulled from the Voicemail Limit field in the Client level Settings module as outlined here. This field becomes an override to that global setting; if you change it here, it will override the global client setting.
  • Play CID – Read back caller’s telephone number prior to playing the incoming message and just after announcing the date and time the message was left.
  • Play Envelope – Read the date and time stamp of when the voicemail was left when listening to a message.
  • Disable VM rotate – By default, if the user reaches the voicemail limit, the system will delete the oldest voicemail each time a new voicemail is left. Enabling this option will disable this feature, and a user will not be able to receive new voicemails once they reach this limit until they delete some of their existing voicemails.
  • Enable Transcription – If enabled, your voicemail file will be sent to a 3rd party transcription API service to transcribe the audio file and include a transcription of the voicemail in the email notification above.
  • Enable Translation – If enabled, the above Transcription will be translated to French.
    
    
• Voicemail To Email
  • Enable Notification – Enable the ability to get Notifications for new voicemails through email.
  • Use login email – This will set up voicemail to email notifications to just the Email address of this user and an attachment of the actual voicemail file. If you enable this, you can only send it to this email address; if you want to send it to more than one email address, you need to use the “Send notification to” field below instead. If you enable this, the “Send notification to” field will be hidden.
  • Send notification to – Provide a custom list of email addresses to send voicemail to email notifications to. If you define more than one here, separate them by commas.
  • Send short notification to – Provide a list of email addresses to send voicemail notifications without attaching a copy of the voicemail as an attachment.
  • Delete voicemail after notification – If enabled, the voicemail message will be deleted once the email notification has been sent from the WCP system.

  Permissions (tab)

• Here you can override the permissions set up for a User. By default, the user will inherit its permissions from the Permission Groups module. Making changes here will override what the Group permissions have. Please review the Permissions and Permission Groups features to understand better how Permissions are used in WCP.

 Actions you can perform to the Users

• If you right-click over any user a set of actions you can perform to a user will be displayed.

   

• Connect as User
• Edit User
• See permissions
• See features from profile
• Force phone to reload configuration – This will reboot the user’s phone
• Resync MWI – Resync the Message Waiting Indicator in the user’s phone or phones
  

Bulk Assign Emergency Caller ID

• By clicking on the “Bulk Assign Emergency Caller ID” on the right side of the top menu you can conveniently manage the Emergency Caller ID assignments, both the Callback Profiles and the Dispatchable Locations, per users in bulk