This article is intended for users who have administrative access to the TotalCX Phone System and Dashboard. It provides a guide on how to make basic updates for a new user taking over an existing extension.
This process is completed using the following steps:
Edit User Information
Log into the phone system at https://interactive.tel/portal then click on Users.
Select the Name of the User to be updated, Pamela Voorhees in this example.
NOTE: you can also utilize the Search Box at the top lefthand corner to locate via name, extension, site or department.
By selecting the user name that you wish to update, you will be directed to the Users / Profile Tab, which comprises the following sections:
|Enter the user’s first name.
|Enter the user’s last name. The user’s last name is particularly important for the dial-by-name directory, as it matches on this field.
|Read-only field that shows the login name this user uses to log in to the web portal.
|Enter the department to which the user belongs.
|Enter the site to which the user belongs.
|Overwrite with Site Defaults
|If a site is selected, overwrite user properties with the defaults for the selected site.
|Enter the user’s time zone.
|Select the user’s access level.
Announce in Audio directory = check to include the user in the dial-by-name directory.
List in Directory = check to add user to the internal extensions list (contacts).
|Area code associated with the user.
|Outbound Caller ID for user. This is commonly either the user's DID (Direct Line) or main business line.
|Emergency Caller ID
|Caller ID number sent when calling 911. This may be different than your regular caller ID.
|Enter the user’s address used for email, voicemail-to-email, etc. To add email addresses, click the green plus icon.
|Enter user's voicemail passcode or PIN
When updating a user, usually the First Name, Last Name, and Email Address should be updated. All other settings on the Profile tab generally stay the same.
NOTE: If the update to the User / Extension involves moving to a new physical location, then you will have to take into account other settings such as 911 Caller ID, Site, Department, Etc. Do not forget to Save your changes.
Send Welcome Email
Once the user has been updated, you can now give the user basic web portal access to their extension, the TotalCX Mobile app for their cell, or to allow the new user to setup their own VM PIN/greeting. In order to do this you must send the user a Welcome email from the TotalCX Phone System.
To send the new user a Welcome email:
Go to Users then check the box next to the user's name and select Bulk Action.
When you select Bulk Action, a Bulk User Actions window will appear.
Select Send Welcome Email then Complete Action.
NOTE: This method will allow you to send welcome emails to multiple users simultaneously rather than one at a time.
The Welcome Email is sent from email@example.com and should look like this:
If the user wishes to have the TotalCX Mobile app on their cell phone please see link below:
Update Agent List
After the User has been updated in the TotalCX Phone System you need to update the Agent list in the Dashboard reporting portal.
Log into the dashboard at https://dashboard.interactivetel.com/ then go to Settings --> Agents --> Edit Agent.
In this example Pamela Voorhees is no longer with the company. Debra Hill will now be at x2004. Select the Edit Agent button for user then update the Name and Save.
|Enter the user’s first and last name
|Enter the CRM ID, or Telephony ID (if applicable)
|Enter the user’s DID aka Direct Line (if applicable)
|Enter the user’s cell phone or secondary number (if applicable)
|Enter Access Code (if applicable)
|Enter the user’s extension number
|Enter the user’s department
Once the updates have been completed on both TotalCX Phone System and the Dashboard reporting system, the two systems should have matching information about the new user as seen below...