Invite Team Members
Overview:
As an Admin, you can invite new users to the PBX.IM account.
Let's break down how you can invite new team members and edit their profile.
Table of Contents
Introduction to users
Set up a user
Here's what each section means and how to use it:
First name and last name
Enter the user's first name in the "First Name" field and their last name in the "Last Name" field. These fields are mandatory, as indicated by the asterisk (*).
Email
Enter the user's email address in this field. Ensure the email address is valid and correctly formatted, as the invitation to access the system will be sent to this address.
Phone
Enter the phone number of the user you want to invite to the system. Be sure to include the number in the international format.
Base Role
For each team member, you will have to choose one role. You have 4 options:
- Caller - Makes and receives calls
- Supervisor - Monitors the information without making changes
- Financial - Manages financial information
- Admin - Manages all aspects of the account
Send invitation right away
You can choose to send the invitation email immediately. The users you’ve added will receive an email with a sign-up link and details about their role.
Require 2FA
For security reasons, you can activate the 2FA (Two-Factor Authentication) option for each user you’ve added.
Save
Click SAVE to apply all your changes.
Users type
You can choose from 4 roles, each offering different access levels within the PBX.IM account, as detailed below:
Edit a user
If you want to make changes after adding a user, there are a few steps you should follow.
- Go to the Main Page
- Click on the
icon
For each type of user, you will see different fields that need to be completed.
Agent role type
Edit Role in the General tab
First name and Last name
Click on the field and edit the first or last name of the user.
Email
On this field you can edit the email address. If the status shows ''Unverified'' it means that the user didn't accepted the invitation yet.
Phone
Simply click on the field and update the phone number.
Intercept Groups and Intercept Other Group
Chose from the dropdown menu the intercept groups you want your user to be assigned to. You can read more about ✅Intercept Groups .
Timezones
Choose from the dropdown menu the corresponding time zone.
External ID
Edit or add an username.
Role
Under ''Role'', you will see the current role under which the user operates and change it by choosing another one from the dropdown menu.
Active
The toggle shows the current status. If set ''Active'' it means the user is active at the moment.
Edit Overrides tab for Agent role
Account sub-section
Mask Phone number
This setting determines whether the user's phone number is masked (hidden) when making calls. "Account Default" option means it follows the default setting for the entire account.
Disable Mute Button In WD
This setting controls whether the mute button is disabled during a workday (WD). The "Account Default" means it follows the account-wide setting.
UI Inactivity
This setting specifies the duration of inactivity in the user interface before a timeout occurs.
Phone Inactivity
This setting specifies the duration of inactivity on the phone before a timeout occurs.
Dial Rules (Override)
This setting allows you to override the default dial rules for this user.
Additional Calls To The Same Destination
This setting specifies the limit on the number of additional calls that can be made to the same destination.
Additional Calls In Time Period
This setting specifies the limit on the number of additional calls that can be made within a specified time period.
Simultaneous Calls
This setting specifies the limit on the number of simultaneous calls the user can handle.
Call Center sub-section
Wrap Up Time (Queue)
This setting specifies the amount of time allowed for an agent to wrap up after a call from a queue. During this period, the agent is not available to receive another call. Read more about this feature here: ✅Call Queues .
Wrap Up Time (Outbound)
This setting specifies the amount of time allowed for an agent to wrap up after completing an outbound call.
No Answer Delay
This setting determines the delay before a call is marked as no answer if it is not picked up by the agent.
Reject Delay
This setting specifies the delay before a call is marked as rejected if the agent actively rejects it.
Busy Delay
This setting specifies the delay before a call is marked as busy if the agent is already on another call.
Max Snooze Number
This setting specifies the maximum number of times an agent can snooze a call. Snoozing a call typically means deferring the call for a short period.
Auto-Pause Or Not Answered Queue Calls
This setting determines whether an agent is automatically paused from receiving new calls if they do not answer a certain number of queue calls.
Number Of Calls
This field allows you to set a limit on the number of calls an agent can handle within a certain time frame
Assign Agent Status
This setting allows assigning a specific status to an agent based on certain conditions, such as availability or performance.
Endpoint parameters sub-section
By enabling this toggle, you can override the endpoint parameters for this specific user.
If you choose to proceed, a new form will open with the changes you need to make.
BLF Extension
Busy Lamp Field (BLF) extension setting allows specifying the extension to monitor the status of other extensions (e.g., whether they are busy or available).
Music On Hold
This setting allows you to choose the music that will be played to callers when they are placed on hold.
Allow Calls Waiting
This toggle allows enabling or disabling call waiting for the user. When enabled, the user can receive multiple calls simultaneously, with the second call being placed on hold until the first call is completed.
Record Calls
This setting allows you to specify whether calls should be recorded. Options are Yes, No, or Default (following the account-wide setting).
Inbound External
This setting specifies the parameters for handling inbound external calls (calls from outside the organization). "Default" means it follows the account-wide setting.
Outbound External
This setting specifies the parameters for handling outbound external calls (calls going outside the organization). "Default" means it follows the account-wide setting.
Inbound Internal
This setting specifies the parameters for handling inbound internal calls (calls within the organization). "Default" means it follows the account-wide setting.
Outbound Internal
This setting specifies the parameters for handling outbound internal calls (calls within the organization). "Default" means it follows the account-wide setting.
Queues
Available queues
This section lists all the available call queues that the user can be assigned to. A queue is a system for managing incoming calls in a specific order until an agent is available to answer them. Read more about ✅Call Queues .
Search
This field allows you to search for specific queues within the list of available queues.
Assigned to queues
This section lists the queues that the user has been assigned to.
Name
This column shows the name of the queues that the user is assigned to.
Join option
This setting specifies how the user joins the queue (e.g., automatically or manually).
Position
This column indicates the user's position in the queue (if applicable).
Join/Leave by time group
This setting allows you to specify if the user should join or leave the queue based on a time group (e.g., working hours).
Timeout
Call Timeout
This setting determines the amount of time before a call is considered timed out if not answered. You can choose, from the dropdown menu, from 10 seconds to 5 minutes. "Account Default" means it follows the account-wide setting.
Default Exit Destination
This setting allows you to select the default destination for calls that time out. You can choose a specific destination and a value for this. You can choose between: User
- Time Condition
- Endpoint
- Queue
- Announcement
- Forward
- IVR
- Voicemail
- Ring Group
- Conference
No answer
This field allows you to select a specific destination for calls that are not answered. You can choose from:
- User
- Time Condition
- Endpoint
- Queue
- Announcement
- Forward
- IVR
- Voicemail
- Ring Group
- Conference
Busy
This field allows you to select a specific destination for calls that encounter a busy signal. You can choose from the same destinations as the ones from the No answer field.
Endpoint not Available
This field allows you to select a specific destination for calls when the endpoint (device) is not available. Same destinations list apply.
Do Not Disturb
This field allows you to select a specific destination for calls when the user has set their status to Do Not Disturb. Same destination list apply.
Security
Two Factor Authentication
This setting allows you to enable or disable two-factor authentication for the user. "Account default" means it follows the account-wide setting.
Google Authenticator
This toggle enables the use of Google Authenticator for two-factor authentication.
Mail
This toggle enables the use of email for two-factor authentication.
Log User Out
This button logs the user out of all active sessions.
Restrict By Countries And IP Ranges
This section allows you to restrict user access based on specified countries and IP ranges.
Extend Account Settings
This button extends the default account settings to include the specified countries and IP ranges.
Overwrite Account Settings
This button overrides the default account settings with the specified countries and IP ranges.
Countries
This dropdown allows you to select specific countries from which the user is allowed or restricted access.
IPv4, Range Or CIDR
This field allows you to specify IP addresses or ranges in CIDR notation to restrict access.
Choose value
This dropdown allows you to select a value for the IP restriction (e.g., allow or deny).
Enter Description
This field allows you to enter a description for the IP restriction.
Delete (🗑)
This button deletes the specified IP restriction from the list.
Add (+)
This button adds the specified IP restriction to the list.
User Roles
Admin role
If you want to edit an user that has an Admin role you will have only 4 tabs to update:
- General
- Overrides
- Timeout
- Security
The same forms as the one for the Agent role will open, and you can use the information above to update it.
Supervisor role
If you want to edit a user that has an Supervisor role you will have only 4 tabs to update:
- General
- Overrides
- Timeout
- Security
The same forms as those for the Agent role will open, and you can use the information above to update them.
Financial role
If you want to edit an user that has an Financial role you will have only 4 tabs to update:
- General
- Overries
- Timeout
- Security
The same forms as those for the Agent role will open, and you can use the information above to update them.
P.S: We have a 1 session policy in place
One important thing to note is that in PBX.IM , only one active session is allowed per user account at a time. If someone else is logged in with your username while you attempt to start a new session, you will receive the following notification.
