New User Account

Updated: June 25, 2024

Users are individuals that have platform credentials that gives them access to our Call Tools system. When clients sign up with Call Tools, there is a sign up process that generates usernames and passwords. Those users are called "account owners." As businesses grow, the need for additional users may be required. The following goes over how to create additional users.

Go to: Account > Users

Click Create User to begin.



Add Single User or Auto Generate Multiple Agent Users

When Create User is clicked, a pop-up window asks to select the option to create a single user or multiple users. Let's begin with single. (Skip to "Multiple Users" for steps to create more than one user)

Single User

First Name. Enter the first name of the user.

Last Name. Enter the last name of the user.

Username. create a username for the user.

Email. Email is not required, but may be useful for email contacts from within Call Tools, sending voicemail message to the user's inbox, or if the user wants to reset their password.

Password. Create a password for the user. Alternatively, you can click the Generate button to auto-create a password.

Is Agent. Enabling this feature opens agent capabilities that grants access to the agent dashboard. This provides access to sending/receiving calls, emailing, SMS, calendar events, etc. When enabled, it opens two other features:

• Extension (optional). Create an internal extension for the user.
• Caller ID Strategy (optional). Select a caller ID strategy for the user. 

Is Manager. Enabling this feature opens manager capabilities for agent, data, and account management.

Auto Call Start Connector (optional). This feature executes a connector when a call is answered. If there is a connector, it can be selected from the drop-down menu.

Auto Call End Connector (optional). This feature executes a connector when a call has ended. If there is a connector, it can be selected from the drop-down menu.

*Note

• transfer-type connectors are not allowed.
• agents must refresh their browser in order for them to see any auto call start changes.
• pop-up access must be allowed within the agent's browser, see below.

Role (optional). Roles are user-assigned arrangements that come with certain permissions that provide access to capabilities and features. If custom roles have been created, they can be added here. Otherwise, the "Is Agent" and/or "Is Manager" options come with default roles for the user-type.

Click Submit to finish.

Multiple Users

When multiple users need to be created at once (such as for a call center), this is the way to go. Keep in mind, this only applies to creating agents, not managers.

How Many Users. Enter the number of users to create.

First Name (optional). Enter a first name for the users. The system will append and increment a number at the end of the name. For example, if the first name "opener" is created, our system will auto-generate "opener1," "opener2," "opener3," etc.

Last Name (optional). Enter a last name for the users. The system will append and increment a number at the end of the name. For example, if the last name "user" is created, our system will auto-generate "user1," "user2," "user3," etc.

Username (optional). Create username for the users. The system will append and increment a number at the end of the name. For example, if the username "username" is created, our system will auto-generate "username1," "username2," "username3," etc.

Role (optional). If custom roles have been created, they can be added here. Otherwise, agent-type users come with default permissions.

Click Generate to finish.

Any "optional" sections in the multi-agent creation page will be auto-populated with the necessary credentials when Generate is clicked. A downloadable spreadsheet will become available with all the necessary agent usernames and passwords.

Additional Licenses

When creating users, if there aren't enough licenses, you will be prompted to add additional licenses. You will be asked to acknowledge the upgrade, modify the New Quantity value, review the Upgrade Cost Estimate, accept the terms, and click Upgrade. It's recommended to view your agent licenses before creating users as it saves time.




After the license has been upgraded, you will be prompted to resubmit the agent creation form.

Conclusion

For any additional help on this page, please contact support.