This is an overview of how to create a new User. For a detailed insight into User Profiles please click here.

Because the system works on concurrent users, you can create as many User Profiles as you need regardless of how many licences you have.

Please Note: If you log in as an Admin User and all the licences are currently in use you will have the ability to see a breakdown of who is logged in, add additional licences and also you will be able to log a user off in order to use a licence.

Go to the Menu and Setup > Users > User Profiles.

To create a new User Profile, click the + New User button.

The username has a maximum length of 50 characters, it can contain any characters including spaces and special characters.

The password must be a minimum of 8 characters long and must contain at least one number, one lowercase letter and one uppercase letter.

Use the User Enabled option to determine whether this User Profile can be used to access the system even if the correct login details are used.

User details

Enter the user's Full name and Position / Job title.

Initials and Phone number are optional.

Select a User Team from the drop-down list. This can be used in reports and also on the User Statistics pages.

Timezone needs to be entered as the system stores dates and times in various places so it is important to set this. Click here for more information on time zones.

The Country selection is important to ensure daylight savings time changes are observed correctly. The system handles Europe and North America automatically, other countries can be managed manually in the Database Area settings.

The Default language option affects the main menu texts. Contact Customer Success Support if you need another language. Almost all other texts can be changed using either the Additional Field Headings or All field headings.

To set a Password expiry you will need to select the date at which the user will be requested to change their password, at that point the expiry date will be reset to the current date plus however long is specified automatically. You can also select for the Password to never expire.

Menu Shortcuts

To learn more about this heading click here.

Defaults & Filters

Defaults and Filters is where you can set what access a User Profile has to the Data included in the system. You can allow a profile to see certain Areas, Owners and Statuses for example.

Select the Default Database Area from the drop-down for the User to sign in to.

To allow the User to select any Area tick/check the Allow change option. This will allow the User to change between all your active Areas in the system from the File > Change Area option in the Menu.

To allow the User to select from specific Areas but not all, click the ‘Allowable’ button, then click into the Select Areas Field that appears which will show the list of Areas available to select from.

Editing settings for Multiple Database Areas

When you change the User Profiles Default Database Area, the Default and Filter settings for the previously selected Area are saved and the newly selected default Area's settings will appear. This allows the profile to have different Defaults and Filters for each Area. Please be aware that once you have entered the settings for each Area you will still need to save using the save button at the bottom of the User Profile.

Initial Screen

This option sets the first screen that the User will see after they Log In to the CRM. Select from:

Note: Users with an Authority level of Restricted (less than 10) are not permitted to view the Account List.

Menu option

The Main Menu can be set to either Collapsed, so you can see the Menu bar on the left side of the screen or Opened which will lock the full Menu on the left side of the screen.

Collapsed Menu -

Opened Menu -

Use the pin button to pin or unpin the Menu section from the Menu itself.

Area Settings

Authority Level

The Authority Level can be changed depending on what Default Database Area this User Profile is being used in.

Email Address

Each User profile can have a Default Email Address depending on what Area the Profile is being used in.

Default View

The layout of the Account View screen is controlled by Panel Views. There is no limit to the number of Panel Views that can be set up, and this setting controls what View each User Profile sees when they access the Account View screen.

To allow the User to change between all Panel View tick/check the Allow Change option.

To allow the User to select a specific View but not all, click the ‘Allowable’ button, then click into the Select View Field that appears which will show the list of Views available to select from.

Owner

Select the Default Owner from the drop-down for the initial Account List filter. This means when the User Profile is used to log into the system the Owner filter will already be applied making it easy for the User to work on their data as soon as possible.

To allow the User to change between any Owner tick/check the Allow Change option.

To allow the User to select specific Owners but not all, click the ‘Allowable’ button, then click into the Select Owner Field that appears which will show the list of Owners available to select from.

Note: ‘Inherit from default Area’ means that the settings in the default Area will be the same in this Area

Customer Status

Select the Default Customer status from the drop-down for the initial Account List filter. This means when the User Profile is used to log into the system a Customer Status filter will already be applied making it easy for the User to work on their data as soon as possible.

To allow the User to change between any Status tick/check the Allow Change option.

To allow the User to select specific Status but not all, click the ‘Allowable’ button, then click into the Select Statuses Field that appears which will show the list of Statuses available to select from.

Note: ‘Inherit from default Area’ means that the settings in the default Area will be the same in this Area

Projects

Select the Default Project from the drop-down for the initial Account List filter. This means when the User Profile is used to log into the system a Project filter will already be applied making it easy for the User to work on their data as soon as possible.

To allow the User to change between any Project tick/check the Allow Change option.

To allow the User to select a specific Project but not all, click the ‘Allowable’ button, then click into the Select Projects Field that appears which will show the list of Projects available to select from.

Please click Here to learn more about Multiple Projects.

Note: ‘Inherit from default Area’ means that the settings in the default Area will be the same in this Area

Script

Set the Default Script to load when in an Account View if you have created scripts in the system. If you would like the User to be able to change between Scripts you will need to tick/check the Allow Change option.

Note: ‘Inherit from default Area’ means that the settings in the default Area will be the same in this Area

Query

Select the Default Query from the drop-down for the initial Account List filter. This means when the User Profile is used to log into the system a Query filter will already be applied making it easy for the User to work on their data as soon as possible.

Note: ‘Inherit from default Area’ means that the settings in the default Area will be the same in this Area

Sales Person

Set the Default Sales Person selected when opening the Appointment Diary Calendar. If the user has the Authority Level of Restricted (less than 10) then they cannot select a different Sales Person other than the default selected here.

Note: ‘Inherit from default Area’ means that the settings in the default Area will be the same in this Area

Contact Privacy Data

To set a Default Contact Privacy Data to be applied to the Account List. This means when the User Profile is used to log into the system the Contact Privacy Data filter will already be applied making it easy for the User to work on their data as soon as possible.

Note: ‘Inherit from default Area’ means that the settings in the default Area will be the same in this Area

Processing Channel

To set a Default Processing Channel to be applied to the Account List. This means when the User Profile is used to log into the system a Processing Channel filter will already be applied making it easy for the User to work on their data as soon as possible.

Note: ‘Inherit from default Area’ means that the settings in the default Area will be the same in this Area

Processing Category

To set a Default Processing Category to be applied to the Account List. This means when the User Profile is used to log into the system a Processing Category filter will already be applied making it easy for the User to work on their data as soon as possible.

Note: ‘Inherit from default Area’ means that the settings in the default Area will be the same in this Area

Dashboard

Set the Default Dashboard to load if you have created Dashboards in the system. If you would like the User to be able to change between Dashboards you will need to click the ‘Allowable’ button, then click into the Select Dashboard Field that appears which will show the list of Dashboards available to select from.

Activity

This option sets the default Activity for when the User creates a manual Contact History Entry.

Filter Options

SQL Filter

This is a permanent Query which will be applied when this User profile is used to log into the system. It cannot be removed by the User unless an Admin User removes the Query statement from here in the Profile. To ensure you apply valid SQL use the Account List Query Filter to build the SQL, alternatively, you can get in touch with Customer Success Support and they will build you the Query statement.

Emails

To learn more about this heading click here.

Permissions

Permissions is where you can configure the Authority level of this User Profile and therefore what access the User that Logs into this Profile has in the system. You can also configure certain controls in this heading such as adding IP restrictions so this User Profile can not be used to log into the system from another unconfirmed IP address.

Authority Level

Please click here to see the Authority Map that explains what each Authority Level has access to.

Global Account Search
If the Authority Level is set to a Restricted User (level 10 or less) this option will be visible in the heading. It gives Users the ability to use the quick search function within the New Account option in the Menu - without having the ability to create new Accounts.

User Type
User Type is the type of User logged into this profile i.e. Sales Person, Telemarketer or Team leader.
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Using the option Telemarketer makes the system store the Username on Accounts as they are saved. This ensures that the caller's name is always kept even if a sales person or supervisor saves the Account later.

Telemarketer is the only User Type that is applicable to the Priority Callback operation and Automatic Dialing.

User Types can be applied to Responses. This means different types of Users can have a different list of Responses to select from. e.g. Telemarketer/Caller and Sales Person.

Login Type
This is set depending on what type of Licence you would like this User Profile too use when logging into the system. Should you set a Profile to have the Authority level of Restricted (a level less than 10) you will set the Login Type to Restricted as well so it will use a Restricted Licence rather than a Full/Regular Licence.

Show Export Menu Option
Controls whether this User Profile can access the Menu option File > Export.

Automatically Dial
This option overrides the Database Area Setting. The system will Dial automatically when an Account is opened, or when moving on to the next Account.

Allow Message Sending
Controls whether the User can use the internal messaging system - Menu option View > Messenger.

Idle Alert
If the Idle Alert is configured in the Database Area setup then if this User breaches the Idle Time limit then a Supervisor can be notified automatically.

Never Wrapup
Not used. This setting was only used in the legacy TMS system.

Allow Twitter Interaction

This means the User has access to the Twitter panel and can Edit as they wish.

Allow Gamification Participation

Allow this User Profile to use the Gamification feature in the system. This option is ticked 'On' by default but you will need to untick the option to remove access.

Dialing Method
Click the Configure button

to setup the Dialing Method for this User Profile. Click here for more details.

Send CloudCall Device Parameters
On login, the system will update CloudCall with the User's current device as specified in the preset cache and cookie file. This function is needed if the user logged into this User profile will handle inbound calls.
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Listen to recordings

Allow the User logged into this User Profile access to listen to Call Recordings. You can set it so this Profile can access All Calls, Own Calls or no call recordings at all.

Report Permissions
Users with an Authority Level of below Power User (below level 50) don’t have access to all Reports. You can set certain Reports to be visible for this User Profile. To set the permissions click the Configure button

IP address
IP restrictions can be added, so this User Profile can't be used to log into the system from another unconfirmed IP address. If they attempt to log in from another address then the system will display an error message. This list is a whitelist so you will need to add IP addresses that are 'Okay' to log in with.

Cases

To learn more about this heading click here.

At the bottom of the User Profile, there are buttons to affect the Profile.

Save will save any changes made to the profile and take you back to the list of User profiles.

To delete an existing User Profile, click the Delete button at the bottom of the page. This will only show when the Profile is not being used to log into the system.

Please be aware, if you delete a User profile there is no way to restore it.

Click the Duplicate button to create another User Profile with the same settings.

Please note that not all user-specific details will be copied over by this process so you will need to check the profile after creation.

To duplicate an existing User Profile, click the Duplicate button at the bottom of the page, enter a new name, check the details, and click Save. It's not possible to change the Username after creating the User Profile, so instead you would need to duplicate the Profile and add the new Username.

Click Cancel to return to the list of User profiles without saving.