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Managing Users

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

Roles​

Every user in the account has one of two roles:

  • Member — can sign in, place and receive calls on their assigned devices, check their own voicemail, and update their own profile. Members cannot manage other users or account-wide settings.
  • Admin — everything a Member can do, plus managing users, devices, phone numbers, dial plans, ring groups, voice apps, schedules, and other account settings.

You can promote a Member to Admin (or demote an Admin back to Member) from the user's detail page.

Viewing Users​

Navigate to Users from the sidebar. The users table shows all users in the selected account with their name, email, and creation date. Use the search bar to filter by name or email.

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​

Set a numeric PIN (4-10 digits) for remote voicemail access. When a PIN is set, the user can dial in and enter their PIN to check voicemails. Leave empty to disable PIN-based access.

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. Use Assign Device to assign an existing deskphone or handset, 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.