Settings: My Staff
The “Team Management” section is the place where you can manage your team’s information. Here you can add, edit, and delete team members. Follow the quick steps below to manage your team.
Step 1: Access Team Management
Navigate to Settings > My Staff> Team Management.
Click “Add Employee” to add a new team member.
Click the edit or trash can icon next to an existing team member to edit their access or delete their user.
You can also search or sort by role in the top right.
Team Management
This section allows you to edit User information, permissions, roles, Call & Voicemail Settings, User Availability, and User Calendar Configuration.
User Info
This area will allow you to update the information tied to specific users such as name, email, phone number, and password. Unique features here include email signature configuration and default calendar.
User Permissions
Toggle on and off permissions for user management if you are an administrator
User Role
Change role from user to admin and vice versa
Call & Voicemail Settings
Select a dedicated number for the user for inbound calls and adjust the incoming call timeout here. You can forward calls to the web application and/or the mobile app from this menu by selecting the checkboxes.
In-App Call for IVR: How to Use
This feature allows IVR calls to be routed directly to either a staff member's mobile phone or their web and mobile app. This enhancement increases flexibility for staff members and improves the overall user experience by ensuring that important calls are not missed.
How to Configure:
Go to Settings: Navigate to the settings section and select "My Staff."
Edit Staff Member: Click on "Edit" next to the staff member's name.
Call & Voicemail Settings: Go to the "Call & Voicemail Settings" section.
Select Default Channel for IVR:
Web App: Route IVR calls to the web app.
Mobile App: Route IVR calls to the mobile app.
Phone Number: Route IVR calls to the staff member's phone number.
This setup allows you to determine how each staff member receives IVR calls, providing the flexibility to choose the most convenient method for them, whether through the web app, mobile app, or directly to their phone number.
User Availability
For calendars where users are a part of a team with other agents. You would select your preferred meeting location such as their Zoom account then set what days and times they are available.
User Calendar Configuration
If the team member has a Google/Outlook calendar integrated in the settings area then you can adjust the integration here.f
