Managing users (extensions) in your Cloud System

Introduction

This article explains how to manage users and extensions in your Cloud service. It is intended for users who have the Office Manager role assigned. You will find instructions on how to add, modify, or remove users, as well as how to assign and manage their extension settings. Follow the steps below to keep your organization's user directory up to date.

Please note that the Office Manager role is required to perform these actions. If you do not have this role assigned, contact your representative or system administrator to request the appropriate access permissions.

The Users Page

The “Users” button navigates to the Users page, where you create and manage all users within your organization. Users are those within an organization (such as those with Portal access).

System users are non-human users automatically created alongside the applications and serve as destinations for your organization’s incoming calls. Some examples of system users are call queues, Auto Attendants, and Conference Bridges. To exclude system users from the displayed list of users, check the “Hide System Users” box near the bottom of the page.

The Users Page (shown below) consists of two tabs: the Users tab and Sites tab.

Users Tab

The following table describes the clickable items on the Users tab.

Button	Action
	View organization-wide contacts.
	Manage page columns.
	Add a user.
	Click a user’s name to edit their profile or select multiple users’ checkboxes for bulk edits/actions. The following is a list of user tags and their definitions: A new user has been created. This label serves as a reminder that the user needs to set their password. The label will remain until they do. An extension has been recycled and is missing a password, a voicemail PIN, and basic user data. This label is typical after an administrator performs a user reset/recycle for those who've left the company. The user is setup with a voicemail PIN or basic user data, but they don't have a password. This label usually appears after administrators perform a password reset.
	Configure users by uploading CSV files. Use this feature to add new users in bulk by importing properly formatted CSV data. Note: For best practice, use a fresh import template or a new export to add your data.
	Search for users by entering their name, extension, title, or department in the search field.
	Click to reveal a dropdown menu containing the following edit user tabs: “Profile,” “Answering Rules,” “Voicemail,” “Phones,” and “Advanced.”
	Delete user.

Add a User

Clicking the “Add User” button opens the Add a User modal shown below.

The following table describes the fields within the Add a User window.

Field Name	Description
First Name	Defines the first name within the user’s directory listing and default voicemail greeting.
Last Name	Defines the last name within the user’s directory listing and default voicemail greeting.
Extension	Enter the on-net number and the numeric portion of the login username.
Example	For the login username 205@example.domain, simply enter “205.”
Department	Select an existing department from the dropdown or add a new one by typing a new name.
Email Address(es)	Enter the email address where the user will receive their notifications. To add additional email addresses, click the green “+” button.
User Scope	Sets the user’s permission level and determines their access to system features and administrative functions. You can only assign scopes equal to or lower than your current level.
Enable Voicemail	Allows callers to leave voicemails for the user.
Add Phone Extension	Automatically create a device for the user.
New Password	Enter it here. Then, re-enter it in the “Confirm Password” field.
Confirm Password	Enter the user’s new password here to confirm it matches the “New Password” field.
Voicemail PIN	Set a new numeric password for the user to check their voicemail messages by phone.

Reset a User’s Password - Portal access and WebPhone

In order to reset a user’s password:

From the User list
Check the box in order to select the user
1. It is possible to select multiple user at once
Click on Bulk Action

In the Bulk Action window, select Force Password Reset and click Complete Action. An email with a Reset Password link will be sent to the select user(s).

User Options

After the user has been created, you can click on the user’s name to access the following tabs and options:

Profile: Edit user profile information.
Answering Rules: Set call handling preferences.
Voicemail: Configure voicemail settings.
Phones: Add new devices to the user’s account and edit or delete existing phones.
Advanced Options: Reset user settings and send a setup link for password and voicemail PIN configuration.

Edit a User

Click the user’s name to navigate to the Profile tab on the Edit User page shown below.

The following table explains the available fields within the Profile tab.

Field Name	Description
First Name	Defines the first name within the user's directory listing and default voicemail greeting.
Last Name	Defines the last name within the user's directory listing and default voicemail greeting.
Login Name	The user will log into the Portal using this login name.
Department	Create and/or assign a department to the user.
Site	Create and/or assign a site to the user.
Overwrite with Site Defaults	Set and click “Save” to replace fields with site settings.
Timezone	Accuracy here is very important for seamless inbound call routing.
Announce in Audio Directory	Include the user in the company’s audio directory, allowing callers to be routed to their extension when the feature is implemented for an Auto Attendant.
List in Directory	The system shows the user’s name wherever company contacts exist (such as the Portal, WebPhone, SNAPbuilder, and SNAPmobile).
Area Code	Use this field to define the area code that is automatically added to any 7-digit number dialed from this line. This ensures that a 7-digit local dial is correctly routed as a full 10-digit call.
Example	A user dialing 555-1234 will place a call to (505) 555-1234 if “505” is the configured area code.
Caller ID	When the user makes calls outside of the organization, this number is visible to the recipient of their call.
Emergency Caller ID	The 911 caller ID is critically important for routing emergency services to the caller’s location.
Email Addresses	Enter the email address where the user will receive their notifications. To add additional email addresses, click the green “+” button.
Multi-Factor Authentication	Multi-Factor Authentication secures logins by requiring users to enter more than just their username and password. It adds an extra step in case a user’s credentials have been compromised.
Note	For MFA-enabled users, logging in requires authentication via email or the Google Authenticator app.
New PIN	Set a new numeric password for checking the user’s voicemail messages by phone.

Sites Tab

Sites are optional subsets of users within the organization. They provide a level of autonomy while remaining under organization-level oversight. Site Managers can manage their site’s users, devices, location, Dial Translations, and Dial Permissions, allowing for localized control within the broader organizational structure.

The table below describes the buttons in the rightmost column.

Button	Action
	Edit the site’s music on hold options. This button navigates directly to the Music On Hold page. These settings will serve as default MOH configurations for users within the site.
	Open the Edit Site modal. This modal contains the same fields as the Add a Site modal (see section 5.1.2).
	Remove the selected site.

Add a Site

Click “Add Site” to open the Add a Site modal shown below. The site settings entered here will be the default settings for all users added to this site.

The following table explains the available fields within the Add a Site modal

Field Name	Field Description
Site Name	Enter the name of the site. This name identifies the site within your organization. Note: This name cannot be edited once it is assigned.
Timezone	Select the default timezone for this site. Accurate timezone settings are vital for proper inbound call routing and ensure time-dependent features function correctly. Users can modify this setting for their individual accounts.
Area Code	Define the default area code that is automatically added to any 7-digit number dialed from lines associated with this site. This ensures 7-digit local dials are correctly routed as full 10-digit calls. Users can modify this setting for their individual lines.
Caller ID	The phone number displayed to recipients when users at this site make calls outside the organization. Note: The Caller ID requires a minimum of 10 numbers (no parenthesis).
Emergency Caller ID	The default caller ID number sent to emergency services (911) when users at this site place emergency calls. This is critically important for routing emergency services to the caller’s location. Users can modify this setting for their individual lines.
Emergency Address	Select or create an emergency address associated with this site. This address is forwarded to emergency responders during 911 calls. • Edit Address: Modify the selected emergency address. • Add location description: Add specific location details within the building (e.g., Room 510, 2nd Floor East Wing).
Device Defaults	Enter default configuration settings that will apply to devices associated with this site. This field is optional and can contain information to help with device management and provisioning.

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