Overview

Users accounts are an integral part of the system, they control access to the system (both the website and Phone Manager clients) and call history entries so that user's can see all the calls made on any of their devices / agent IDs on the telephone system.

Call History & Associated Devices

Each user can have an associated agent ID and/or associated extensions assigned so that for each call that is handled by this agent ID and/or extension the call is tagged to this user. An agent ID/Extension can only be associated to one user at a time so there are no conflicts.

Each user can have one primary agent ID/extension and multiple secondary ones. The primary device is will be the device that other Phone Managers use to call by default and the extension where any Presence Profile selected by the user is applied.

If users change agent ID or use different extensions they can then be updated whilst maintaining the association with any calls that they made using the previous device(s). If users leave, and the agent ID and/or extensions are reused, then they can be assigned to different users and any calls from that point would then be associated with the new user.

DEE Devices

If a user's primary extension is configured on the telephone system as a Dynamic Extension Main extension then MCS will query the user's associated DEE extensions and keep track of them (The DEE extensions are only queried after the user object is first saved). If an extension is gets associated to a user as DEE extension and has not been assigned to any other user as a primary or secondary extension then any calls made will also appear in the users call history.

Security

User accounts are also used for controlling access to the system. To be able to login to the website or to connect with a Phone Manager client a valid user account is required. Each user can have a User Role assigned that can control what they do on the system and what they can access.

Users are accessed from the Features -> Users & Business Units section.