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Managing Users

Users represent the people in your organization who make and receive calls.

Roles​

A user on the account can have two independent roles, shown as badges in the Roles column:

  • Voice — a calling seat: they can place and receive calls on assigned devices and have their own voicemail and extension. A voice seat is what counts toward billing.
  • Admin — management access: they can manage users, devices, phone numbers, dial plans, ring groups, voice apps, schedules, and other account settings.
  • Owner — an Admin who is also the account's primary contact and signs the subscription agreement. Every account has exactly one Owner (shown with both the Admin and Owner badges). Ownership can't simply be removed — it must be transferred to another Admin first (see below).

These roles are independent, so a user may be any combination:

  • Voice only — a regular caller with no management access.
  • Voice + Admin — a caller who also administers the account.
  • Admin only — an administrator or Owner with no calling seat. They have no Voice badge and are not billed. The account Owner is often admin-only.

You can promote a voice user to Admin (or demote them back) from the row actions in the users table or the user's detail page.

Transferring ownership​

Because an account must always have exactly one Owner, you can't remove or delete the Owner directly. Instead, transfer ownership to another Admin:

  1. Make sure the user you want as the new Owner is already an Admin on the account (promote them first if needed).
  2. Open that Admin's detail page and choose Transfer ownership, then confirm.

The previous Owner becomes a regular Admin, and the account's primary contact email is updated to the new Owner. Only after ownership is transferred can the previous Owner be removed.

Viewing members​

Navigate to Users from the sidebar. The table lists everyone on the selected account — voice users and admin-only administrators/Owners — with their name, email, extension, and Roles badges. Admin-only users (no Voice badge) are not billed. Use the search bar to filter by name or email.

Promote, demote, and delete are available from the row actions for users who have a Voice seat. Admin-only users are shown for visibility; managing them directly from this table is coming in a later update.

Creating a User​

  1. Click the New User button in the top-right corner.
  2. Fill in the user's Name and Email address.
  3. Click Create User.

The user will be created and appear in the users table.

Editing a User​

  1. Click on a user row in the table to open their detail page.
  2. Edit the Name, Email, or Extension field directly.
  3. Click the checkmark to save, or press Enter. Press Escape to cancel.

Outbound Caller ID​

Each user can have a custom outbound caller ID that overrides the account default. When a user makes an outbound call, the system uses their override number instead of the account's default.

To set a user's outbound caller ID:

  1. Open the user's detail page.
  2. In the Outbound Caller ID dropdown, select a phone number.
  3. The change is saved automatically.

Select Account Default to remove the override and use the account-level default instead.

Voicemail​

The Voicemail card on the user detail page lets you configure voicemail settings.

PIN​

A PIN is required to check voicemail by phone. Set a numeric PIN (4–10 digits) here, or leave it blank to let the user set their own.

When the PIN is blank, the first time the user reaches their mailbox from a device registered to them they're prompted to create a PIN before they can listen — they must set one, or the call ends. The PIN they choose is written back here, so this field always reflects the current PIN. Setting an initial PIN yourself may be helpful when the user doesn't have a registered device yet.

See Voicemail Device Access for the full first-time-access flow (including what a caller hears from a device that isn't registered to the mailbox owner).

Email Notifications​

Users can receive email notifications when they get a new voicemail. To configure:

  1. In the Voicemail card, toggle Enable notifications.
  2. Optionally adjust the following settings:
    • Include AI Summary — adds a brief AI-generated summary to the email.
    • Include Transcript — includes the full voicemail transcript.
    • Attach Audio — attaches the voicemail audio file (MP3).
    • Delete After Email — automatically deletes the voicemail after the email is sent (requires Attach Audio to be enabled, since the audio file is removed from the system).
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The user must have an email address configured. Notification emails are sent to the user's email address.

When Include AI Summary or Include Transcript is enabled, the email is sent after transcription completes rather than immediately.

Find Me / Follow Me​

The Find Me / Follow Me card on the user detail page lets you configure how inbound calls to this user are routed.

Each step rings all its targets simultaneously for a configurable timeout. Steps are tried in order — if no one answers in a step, the next step begins.

Target types​

Each step can include one or more targets:

  • Internal extension — rings a user's devices (can be the current user or another user).
  • External number — dials a phone number.

Fallback​

After all steps are exhausted without an answer, the configured fallback action runs:

  • Go to voicemail — sends the caller to this user's voicemail box.
  • Hang up — disconnects the call.
  • Route to... — routes to a specific target (user, ring group, voice app, dial plan, or shared voicemail).

Example​

A typical setup:

  1. Step 1 (20s): Ring user's devices.
  2. Step 2 (30s): Ring the user's cell phone.
  3. Fallback: Go to voicemail.

User Devices​

The user detail page shows deskphones and DECT handsets assigned to the user, including each device's name and hardware ID. Use Assign Device to assign an existing deskphone or handset — the picker shows device names and can be searched by name — or to register a new deskphone by MAC address and assign it immediately.

The Devices page also shows who each device is assigned to. The admin portal assigns one user at a time — assigning a device to a new user reassigns it from the previous one. Devices assigned to multiple users (created via the API) are shown as shared.

Deleting a User​

  1. Open the user's detail page.
  2. Click Delete user.
  3. Confirm the deletion in the dialog.
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Deleting a user is permanent and cannot be undone.