Users

From the Smart PBX > Users tab, you can view and manage all the users on your PBX. You can add new users, view a list of current users, and update their numbers, devices, and current features.

Adding a user

  1. Go to Smart PBX > Users > Add Users.
  2. In the Add User and Device dialog, fill in first and last name.

    adduseranddevice

  3. Enter the Email used for Login and a password (you can use a random password generator).

    NOTE: This email is also the username and must be unique.

  4. Enter a unique extension number. The system offers you the next available extension number or you can enter any number combination to have as your extension. Your extension must not be an Irish emergency number (112, 999).

    NOTE: The main extension number is managed in the Smart PBX. It is also linked to the voicemail box number, presence indicators, and in house caller ID. This makes it convenient to change all of these at the same time.

  5. Check the options as required:

    • Create a voicemail box - IP Telecom recommends setting up the voicemail when creating a user.
    • Include user in the company directory - check if you want this user to be searchable.
    • Send emails to an alternate address - if you check this box, all emails and notifications will go to the alternate address specified and not to the login email.
    • Send credentials to this user - check to send the username and password to the user after setup.
  6. If you are ready to assign a device to this user, then continue to Add Device. Refer to the section Adding a device to a user during setup.

  7. If you do not have a device yet, click Create User or Create User and Add Another.

Your user is created, and is assigned a voicemail box and extension number.

NOTE: All users are set up with "User" permissions and this role can be changed in the Smart PBX app, see Updating user profiles or in the Callflows app, see User.

Adding an external phone number (DDI)

You can assign an external direct-dial-in (DDI) phone number to any PBX user. This number can be used to reach that user directly.

  1. Go to Smart PBX > Users.
  2. Find the user that you want to update and click the Phone Numbers column for the new user.

    addphonenumber

  3. Click Add from Spare Numbers; a list of the available numbers in your account is displayed.

  4. Check the number that you want to assign and click Add selected numbers.
  5. The phone number now appears in the user details.
  6. Click Save Changes.

NOTE: You can assign more than one DDI to a user.

Adding a device to a user

You can assign a device to a user during setup or at later time. If you unassign a device, then it appears in the list of available or spare devices.

Assigning a device to a user during setup

  1. Go to Users > Add User.
  2. In the Add User and Device dialog, go to Add Device.
  3. Select the device make and model from the dropdown menu.
  4. Enter the Device Name, this is a freetext field, you can provide any name for the device, for example "Reception phone".
  5. Enter the MAC address for this device. This is located on the hardware and must be unique.

    NOTE: If the device is already assigned you won't be able to add it to a new user.

Assigning a device to an existing user

  1. Go to Users.
  2. Find the user name and click on the Devices column.

    add devices

  3. Select Add from Spare Devices to add an existing device that is not assigned to any user.

  4. To create a new device, click New Device.
  5. From the dropdown menu, select the device.

Adding a SIP phone

  • Go to Users.
  • Find the user name and click on the Devices column.
  • Click New Device > SIP Phone. selectionofdevice
  • From the Selection of the device dialog, choose the brand and model from the icons or use the search field.

NOTE: If you are only adding a SIP account for a user, and do not need the MAC address or provisioning, then choose "The brand of my device is not listed here".

  • Enter the Device Name and MAC Address.
  • Verify the brand and model of the device and click Create Device.
  • Save your changes.

Adding a cellphone

  • Go to Users.
  • Find the user name and click on the Devices column.
  • Click New Device > Cell Phone.
  • From the Adding a Cell Phone dialog, enter a Device Name, Number, and select the user.
  • Under Advanced > Options, verify the settings:
    • Allow use of cellphone's voicemail - check to enable voicemail
    • Keep original caller-ID - check to keep the original caller ID if the call is forwarded from this cellphone
    • Hide from Contact List - check to hide this device from the contact list for this user
  • Click Create Device and save your changes.

Adding a smartphone

  • Go to Users.
  • Find the user name and click on the Devices column.
  • Click New Device > Smartphone.
  • From the Adding a Smartphone dialog, enter a Device Name and Number and assign a user.
  • Do not modify the SIP Username or Password.
  • Check that you are assigning to the correct user.
  • Under Advanced > Options, verify the options.
  • Under Advanced > Audio and Advanced > Video check audio and video codec settings.
  • Under Advanced > Restrictions, apply rules for this device such as restricting premium numbers or international numbers and so on.
  • When all settings are complete, click Create Device.
  • Save your changes.

Adding a softphone

  • Go to Users.
  • Find the user name and click on the Devices column.
  • Click New Device > Soft Phone.
  • From the Adding a Softphone dialog, enter a device name.
  • Verify the options in Advanced > Audio, Advanced > Video, and Advanced > Restrictions.
  • Under Advanced > Miscellaneous you can apply settings for this phone as part of a ring group:

    • Ignore Completed Elsewhere - check to show call as missed, even if it was answered as part of a ring-group
    • Notify when unregistered - check to notify the administrator when this device becomes unregistered
    • Caller-ID privacy - check to block caller ID
    • WebRTC - check to enable real-time web communications using this device, such as web streaming and so on
    • Encrypt the audio - check to encrypt all audio recorded on this device
  • Click Create Device.

  • Save your changes.

Adding a landline

  • Go to Users.
  • Find the user name and click on the Devices column.
  • Click New Device > Landline.
  • From the Adding a Landline dialog, enter a device name, number and assign the user.
  • Verify the advanced options:

    • Allow use of landline's voicemail - check to enable voicemail
    • Keep Original Caller-ID - check to keep the original caller ID if the call is forwarded from this cellphone
    • Hide from Contact List - check to hide this device from the contact list for this user
  • Click Create Device.

  • Save your changes.

Adding a fax

  • Go to Users.
  • Find the user name and click on the Devices column.
  • Click New Device > Fax.
  • From the Adding a Fax Machine dialog, enter a device name.
  • Do not modify the SIP username and password.
  • Configure the T38 protocol setting.
  • Check the box to notify the administrator if the faxbox becomes unregistered from the network.
  • Verify the Advanced > Audio and Advanced > Restrictions.
  • Click Create Device.
  • Save your changes.

Adding a SIP uniform resource identifier (URI)

  • Go to Users.
  • Find the user name and click on the Devices column.
  • Click New Device > SIP URI.
  • From the Adding a SIP URI dialog, enter a name for the device.
  • Enter the SIP URI which is provided by IP Telecom. This is your SIP phone number.
  • Verify the Advanced settings and click Create Device.
  • Save your changes.

Adding a Skype for business device

  • Go to Users.
  • Find the user name and click on the Devices column.
  • Click New Device > Skype for Business.
  • From the Adding a Skype for Business Device dialog, enter a name for the device.
  • Enter your Skype for Business username.
  • Verify the Advanced settings and click Create Device.
  • Save your changes.

Adding a Microsoft Teams device

  • Go to Users.
  • Find the user name and click on the Devices column.
  • Click New Device > Microsoft Teams.
  • From the Adding a Microsoft Teams Device dialog, enter a name for the device.
  • Assign the user and the region.
  • Enter a valid direct dialing in (DDI) number for the device (if available for the region).

    NOTE: Irish users must have a direct dial number to use MS Teams.

  • Enter your Teams username.
  • Verify the Advanced settings (the SIP information will be used for authentication in the SBC later in the MS Teams setup process)
  • Click Create Device.
  • Save your changes.

NOTE: Each user can only have one MS Teams device.**

IMPORTANT: The SIP information below will be used for authentication in the SBC portal. For more information on synchronizing your users on the SBC portal, see Setting up MS Teams.

msteams device

Updating user profiles

  1. Go to Users > User Settings for the user that you want to update.
  2. In the profile window, you can change the username, email credentials, voicemail PIN, user role, and ringing duration.

NOTE: To change the user's extension number or add a direct dial phone number, click on the Extensions or Phone Numbers columns directly. You can also update the voicemail pin at Voicemail Boxes > Edit.

Adding or updating user devices

  1. Go to Users > Devices for the user that you want to update.
  2. Add a new device, see Adding a device to a user.
  3. Alternatively, you can add a device from spare devices by clicking Add from Spare Devices and selecting an option.
  4. Save your changes.

Adding or updating optional user features

NOTE: The settings you apply under user features will automatically update the user's callflow.

  1. Click the User Features column for the user that you want to update.
  2. Click the feature you want to change:

Setting your caller-ID number

You can set up caller-ID to display your number when you make a call. If caller-ID is not set up, the main company number will display in outgoing calls.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Caller-ID and enable the feature by using the slider.
  3. Save your changes.

Setting up call forwarding

You can set up call forwarding to divert calls to another number. You can divert incoming calls even if none your devices are registered by using Failover Mode. You can enable call forwarding using the shortcodes, see Feature Codes. However, for additional options, use the SmartPBX to set up this feature.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Call Forwarding and set the User Call Forwarding Settings to On or Failover Mode.

    callforwarding 2. From the dropdown, choose to forward all calls to a mobile phone or desk phone.

    NOTE: To forward to an extension, choose Desk Phone and enter the extension in the number field. 3. Enter the forwarding number including the country code (+353 for Ireland). 4. Check the boxes for the following options:

    • Leave voicemails on forwarded numbers: check this to leave voicemails in your forwarded numbers, for example if you want the voicemail on your mobile phone. However, if you want the voicemail to stay on the PBX, do not check this. IMPORTANT: To leave voicemails on forwarded numbers, your ringing timeout must be set to minimum 30 seconds. If you save your feature setting at this point you will be redirected to the user settings. You can set ringing timeout at Users > User Settings > Ringing Timeout.
    • Forward direct calls only: check this to forward calls that come into your extension or any DDI you might have assigned, but not calls that originate from groups.
    • Keep original caller ID: check this to see the number that called originally instead of the number that was used to reach you.

Setting up hot-desking

Hot-desking enables you to log in to any phone that is registered to the account. If you are logged into through hot-desking, all your calls go to the device that is logged in. Whoever is usually configured on this device doesn't receive any calls when another user is logged in using hot-desking.

NOTE: Before you can add hot desking as a user feature, you must verify that the hot-desking short codes are enabled, see Hot-desking.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Hot-Desking and enable the feature by using the slider.

    hotdesking

  3. Enter a four digit hotdesk ID (this is freetext).

  4. Add a pin for security (optional).
  5. Check to allow the user to login on multiple devices (optional). If you check this box, then you can use the toggle hot desking feature code, to toggle between multiple phones.

    hot desk pin

Logging into a hot desk phone

You can login to a phone using your hot-desk login feature code (default *11) from any device in the system. That phone is then be re-assigned to you and all calls, voicemails, and other features behave as if the phone is normally yours.

To login:

  • Dial *11 from the phone (or hotdesk login code if you’ve changed it).
  • If the user has a PIN configured, there is be a voice prompt requesting the PIN. Enter the pin, followed by #.
  • You will hear a confirmation that the user is now logged in and you will get information about any voicemails.
Logging out of a hot desk phone

Logging out of a hot desk phone doesn’t make you inactive (they can still dial out), but it remove you from being assigned to that phone, effectively preventing inbound calls and voicemails from ringing that phone.

To logout:

  • Dial *12 from the phone (or hotdesk logout code if you’ve changed it).
  • You will hear a confirmation that you are now logged out.
  • After you have logged out, all calls will go to voicemail.

Setting up your voicemail box

Voicemail is enabled by default, you can move the slider to disable the voicemail box or the voicemail to email feature for any user.

NOTE: You can change the email address where voicemail notifications are sent at User > Users Settings, or add multiple recipients under Voicemail Box > Edit > Advanced > Recipients.

Setting up your faxbox

You can add a faxbox to receive or send faxes by email. Faxes are converted to email and sent to your inbox. Email attachments are sent to your fax number.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Faxbox and enable the feature by using the slider.
  3. Specify the fax number.

    faxbox

  4. Save your changes.

To use the email to fax service, see How do I send a fax.

Setting up a conference bridge

Before adding the conference bridge to a user, you must first set up a main conference number at Main Number > Main Conference Number.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Conference Bridge and enable the feature by using the slider.
  3. The main conference number is assigned. Add your own personal conference room number (this is freetext).
  4. When you create a conference call, you must provide the main conference number and your personal room number to the meeting invitees.
  5. Save your changes.

To use the conference service, see Creating a conference service.

Setting up find me, follow me

The Find me, Follow me feature enables you to specify which device should ring and for how long during incoming calls.

NOTE: If the Find me, follow me ringing duration is different to the user-level ringing duration, then the Find me, Follow me settings will apply.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Find me, Follow me and enable the feature by using the slider.
  3. Choose the device to apply find me, follow me. Deselect the "Do not ring" checkbox and drag the slider to the number of seconds that the device should ring for.
  4. Check the "Do not ring" checkbox for any device that you don't want to ring. (SIP devices do not ring by default.)
  5. If you have multiple devices, you can click Distribute to have each device ring for 30 seconds consecutively in the order that they appear in the UI. Alternatively, you can randomly assign ring duration.
  6. Save your changes.

Setting hold music

You can enable hold music per user. If the caller is put on hold by that user they will hear the music that is configured for them, even if the call was transferred from another device.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Music-On-Hold and enable the feature by using the slider.
  3. From the dropdown menu, select one of the music options.
  4. Alternatively, you can upload custom music from an audio file (mp3 or wav).
  5. Save your changes.
  6. To set hold music for the whole company, go to Smart PBX > Dashboard. Click Hold Music and select your music or upload a new file.

    holdmusic

NOTE: If you are using MS Teams, default music on hold might be set up. In this case, you might want to disable the MS Teams feature to allow the IP Telecom hold music to play.

Setting customized call recording

You can enable recording of all calls you make and receive to callers within your VoIP account or externally.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Customized Call Recording and enable the feature using the slider.
  3. Turn on the specific type of call that you want to record.
  4. Leave the URL field blank. You can access the recording in the Call Recording application.
  5. Select the file format and the maximum duration of the recording.
  6. Save your changes.

Setting up do-not-disturb

You can apply a do not disturb feature to the user. All calls to this user will go directly to voicemail. You can also set this up from your phone using the shortcode for Direct to Voicemail. See Feature Codes.

  1. Go to Users > User Features for the user that you want to update.
  2. Click Do Not Disturb and enable the feature by using the slider.
  3. Save your changes.

Where to find more information