User Management

As an Auto Attendant administrator, you can create users individually or in bulk.

Create a New User

  1. In the Auto Attendant web portal, click Users > Create New User.
  2. Complete the form on the Create a New User page, enter information about the user and configure account settings.

    Field

    Details

    Allow Web Access

    Select to allow the user to use the Auto Attendant web portal to manage their out of office status and voicemail messages.

    Title

    The user's job title within your organization.

    PIN

    The number that the user must input to access their voicemail by phone.

    User Type

    Select from the following options:

    • Agent—Contact center agents. Auto Attendant uses the user's agent ID to transfer calls to the agent.
    • Business User—Users that are not agents, such as other employees in the organization. Calls route to the 10-digit phone number provided in the user's configuration.
    • Rollover—Rollover agents are contact center agents configured with a secondary phone number that Auto Attendant uses as a backup number. Calls route to the agent's ID first before transferring to the rollover agent's personal number. This option works well for users who answer agent phone calls but aren't logged into the system all the time due to other job responsibilities.
    • General VoiceMail—A standalone voicemail box where callers can leave messages when they do not have a specific person or extension to reach.

    Notification Type

    The method by which the user receives notifications of new voicemail messages.

    • Email Only—User receives an email for each new voicemail (requires web or phone access to voicemail messages).
    • Email with Attachment—User receives an email with a WAV attachment of the voicemail.
    • Web Only—User sees new voicemail messages on the Auto Attendant web portal View Messages page.
    • Via MyAgent—User receives an email via the CXone point of contact (requires web or phone access to voicemail messages).
      Using notification via MyAgent requires that you add voicemail skills to the Auto Attendant agent.

    User Status

    The initial activity status of the user after you create the account. Select Active, Disabled, or Out of Office.

    Agent

    If this user is an Agent, select the corresponding agent user from the drop-down list to link the user's Auto Attendant account to their CXone account. The list contains all agents available in this business unit.

    DID

    Select the 10-digit number to which Auto Attendant transfers calls for this user. Select this option only for business or rollover users. Auto Attendant routes calls to agents using their agent IDs or extensions.

    Backup User

    Select the Auto Attendant user that will receive forwarded calls by default when the newly-created user sets their status to Out of Office. The user can change their backup user when they set their status to Out of Office.

    Company Directory

    Select to include this user in the company directory in Auto Attendant.

    Auto Assign Extension

    Select this checkbox if you want Auto Attendant to automatically generate a phone extension for the user. If you select this checkbox, the Extension field populates with a random extension number.

    Extension

    Enter the user's phone extension number. If you selected Auto Assign Extension, this field is disabled and cannot be modified.

    Check to enter non-US number

    Select if the user's Personal Number is a number from outside the United States of America.

    Personal Number

    User's 10-digit phone number. This field is disabled when the user's type is Agent, because Auto Attendant routes calls to agents by agent ID or extension.

    Roles

    Role of the user within Auto Attendant:

    • Customer Admin—The user is able to administer users within this business unit.
    • AA User—A general Auto Attendant user with access to personal settings only.

  3. Click Create.

Create Multiple Users in Bulk

You can create multiple Auto Attendant users at one time by entering their account details into the bulk upload template and importing it into Auto Attendant. Download the template from the Import Users for <Business Unit> page.

When using the bulk upload template: 

  • Maintain formatting and don't change the column headings.
  • Don't include users in the bulk template if they are already configured as Auto Attendant users.
  • Don't use the bulk upload template to change user information. Doing so may result in an error during import, which you will need to resolve before continuing. If you need to change a user's information or settings, you must do so by modifying their profile from the Users page.
  1. In the Auto Attendant web portal, click Users

  2. Download the bulk upload template for Auto Attendant and open it in an application that supports CSV files (such as Excel).

    The Import Users page, where you upload the completed bulk upload template to add multiple users to the system.

  3. Enter information about each user in the template below the header row.

    Column

    Details

    REquired?
    Email The user's unique email address. Auto Attendant uses this address to send notifications (if configured for this option) and for forwarding voicemails. Yes
    PIN The number the user must enter to access their voicemail by phone. Yes
    Agent No The user's CXone agent ID, if they have one. No
    DID The 10-digit number to which Auto Attendant transfers calls for this user, if they have one. Leave blank if the user is an agent; Auto Attendant transfers calls to agents using their agent ID or extension. No
    Extension The user's phone extension number. No
    Notification Type

    The type of notification this user receives about new voicemail messages. Valid types are: 

    • Email Only—User receives an email for each new voicemail (requires web or phone access to voicemail messages).
    •  Email with Attachment—User receives an email with a WAV attachment of the voicemail.
    • Web Only—User sees new voicemail messages on the Auto Attendant web portal View Messages page.
    • Via MyAgent—User receives an email via the CXone point of contact.
    		 Yes
    Personal Phone The user's 10-digit personal phone number, if they have one. Not an option if the user is an agent. No
    In Directory Whether the user is listed in the company phone directory in Auto Attendant. Valid values are True (to have the user listed in the directory) and False (to omit the user from the directory). Yes
    Web Whether the user can use the Auto Attendant web portal. Valid values are True (to give the user access) and False (to deny the user access). Yes
  4. Save the template.
  5. In Auto Attendant, return to the Import Users page.
  6. Click Browse to select the completed bulk upload template to import.
  7. Click Upload.

Configure Voicemail Access for Users

There are 3 possible ways that users can access their voicemail messages with Auto Attendant. You can provide 1 or more of the options to users if your organization has Auto Attendant with voicemail. The options are: 

  • Auto Attendant web portal—Users can manage voicemail messages and their out of office status with the web portal.
  • Email—Users receive notification email messages from Auto Attendant that contain the voicemail as an audio attachment (WAV).
  • Phone—Users access their voicemail messages by phone using the PIN configured in their Auto Attendant user profile.

Web Portal

You can grant or revoke access to the Auto Attendant web portal when you create new users (either single users or multiple users), or you can grant access to existing users:

  1. In the Auto Attendant web portal, click Users
  2. Select one or more users and click Grant Web Access.

Email

This method is set up by configuring the user's notification type to Email with Attachment, which notifies the user with an email that contains a downloadable audio file of the message. You set a user's notification type when creating new users, or you can edit an existing user's settings:

  1. In the Auto Attendant web portal, click Users.
  2. Find the user that you want to modify and click Edit.
  3. Select Email With File Attachment from Notification Type and click Save.

Phone

This method requires that access to voicemail via phone be created with a script in Studio. Users can access their voicemail by phone using the PIN configured in their profile when their account was created and a Point of Contact phone number for voicemail. For more information on setting up phone access to voicemail, contact your CXone Account Representative.

Deactivate a User

You can disable Auto Attendant user accounts. This does not affect the users' CXone user accounts.

  1. In the Auto Attendant web portal, click Users .

  2. Locate the user account you want to disable and click Disable.

    A portion of the Auto Attendant page showing the options to edit, view details about, and disable/enable users.

Resend User Activation Emails

You can resend activation emails to users if they didn't respond to the previous request for confirmation within the allotted time limit. The emails contain a link that users can use to activate their Auto Attendant accounts.

  1. In the Auto Attendant web portal, click Users .
  2. Locate and select one or more users on the Users page and click Resend Confirmation Emails.