Users

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This guide provides step-by-step instructions for managing user accounts in the Omnia Admin Portal.

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Accessing User Management

1. Navigate to Port Requests: Go to the Admin Portal and sign in. Click the Account tab to expand it, then select Users.

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Viewing Users

2. View Users: The table displays the following columns:

• Email: The email address of the user.
• Role: The role assigned to the user (e.g., Account Admin, Partner Admin, User).
• Extension: The phone extension assigned to the user.
• Direct Dials: The direct dial numbers assigned to the user. Click the sort icons next to the column headers to arrange items in ascending or descending order. Additionally, you can use the search bar to find specific users and the export button to download a list of users as a CSV file.

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User Account Roles Description

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   Partner Admin:

• Role: Full administrative access across all accounts under the Partner Admin Account and settings within the platform.
• Permissions: Can create, edit, and delete other users, including other partner admins. Has the highest level of control over the system.

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Account Administrator:

• Role: Manages specific accounts assigned to them.
• Permissions: Can create, edit, and delete users within their assigned accounts. Cannot edit or delete partner admins.

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Reports Administrator:

• Role: Focuses on generating and managing reports.
• Permissions: Can access reporting features and generate reports for analysis. Cannot manage users or account settings.

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Queue Manager:

• Role: Manages call queues and queue-related settings.
• Permissions: Can assign agents to queues, manage queue settings, and monitor queue performance. Has limited access to account-wide settings.

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User:

• Role: General user with access to basic features needed for their role.
• Permissions: Limited to using assigned features such as managing their calls and accessing relevant data. Cannot manage other users or account settings.

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Creating a New User

4. Create New User:

• Click the Add New button to open the new user form.

5. Enter User Details:

• Enable Operator Panel Access: Check this box if the user should have access.
• Email: Enter the user’s email address.
• Time Zone: Select the appropriate time zone for the user.
• User Role: Select the role for the user from the dropdown menu.

6. Assign Accounts and Extensions:

• Assign Accounts: Select the accounts the user will have access to.
• Home Account: Set the home account for the user. This applies only to the Account Administrator role.
• Assign Extension: Assign an extension to the user.

7. Enable Reporting Features (Optional):

• Toggle on/off the reporting features if needed.
• Enable receiving queue manager reports.
• Enable receiving queue agent reports.

8. Assign Queues:

• Assign as Manager to Queues: Select the queues where the user will be a manager.
• Assign as Agent to Queues: Select the queues where the user will be an agent.

9. Complete the Creation Process:

• Click the Create button to finalize the new user.
• If you need to cancel the creation, click the Cancel button.
• A confirmation message will pop up asking, “Confirm User Creation? Please tell the new user to check their email for the invite that will contain their login information.”
• Click Yes to proceed with creating the user.
• The new user will receive an email with their login information.

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Editing a User Account

10. Select the User:

• Navigate to the user list.
• Click on the user you wish to edit or click the edit button next to their name.

11. Reset Password and Send Invite:

• A checkbox will be available to Reset password and send invite?
• Check this box if you need to reset the user’s password and send them a new invite.

12. Edit User Details:

• Make any necessary changes to the user’s details.

13. Save Changes:

• After making the necessary edits, click Save, then Update to confirm.

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Deleting a User

14. Deleting a User:

• Select the user from the list and click the Delete button.
• Click Yes to confirm.