Support Center

Manage Users

Last Updated: Aug 22, 2016 11:14PM EDT
What is Manage Users?
Manage Users allows you to create and manage the user accounts and associated licenses on your account.

Why would I use Manage Users?
Manage Users is how you add extensions and user logins to your account. This is where all access to your account is managed.

How do I add new users?
To add a new user:
  1. Log in to Sharpen and navigate to:
    • Admin
    • Settings
    • Manage Users
  2. From here you will see a list of all of the users on your account.


  3. To add a new user, click the 'Add User' button at the top of the screen.
  4. A form will appear. Fill out the relevant information for that user.


    • Log user out - Log the user out of the portal and all Qs. WARNING: If a user is currently on an interaction, it will be ended.
    • First Name - User's First Name
    • Last Name - User's Last Name
    • Email - The email that will be used when logging in
    • Caller ID - The outbound Caller ID that will be displayed when that extension calls out
    • Route Agent - This determines where calls for that extension will be routed.
      • Connect - The Sharpen Connect application
      • ConnectQ - The Sharpen Q Connect application inside of Sharpen Q
      • Desk - The user's physical desk phone
      • Mobile - The mobile number associated with the user account
    • Extension - This is the extension number that will be assigned to the agent. When entering the extension you will either get a green checkmark to indicate the extension is available, or a red slash indicating the extension is already in use.
    • User Group - The group the user will be assigned to. See User Groups for more information.
    • License - The type of license assigned to the user. If you need additional licenses or have questions about the types of licenses available, please contact our sales team at sales@sharpencx.com (Note: To create a Q Agent, the Customer Care or Sales Accelerator license is required. If you remove the Customer Care or Sales Accelerator license, the associated Q Agent will be deleted.)
    • External CRM ID - If you are integrating with an external CRM application, this will hold the user's ID information.
    • e911 Location - This is the physical location for the user. This is the address that is used if the user contacts emergency services.
  5. When you have entered all of the relevant information, press the 'add user' button.


How do I modify an existing user?
  1. Navigate to the Mange Users page as described above.
  2. Click the edit user button on the right side of the user list. The details for the user will be displayed.


    • First Name - User's First Name
    • Last Name - User's Last Name
    • Email - The email that will be used when logging in
    • Password / Confirm Password - This allows you to set the password for the user account. When setting the password, a guide with the minimum requirements will appear.


    • Title - The user's job title
    • Time Zone - The Time Zone the user is located in
    • External CRM ID - If you are integrating with an external CRM application, this will hold the user's ID information.
    • License - The type of license assigned to the user. If you need additional licenses or have questions about the types of licenses available, please contact our sales team at sales@sharpencx.com (Note: To create a Q Agent, the Customer Care or Sales Accelerator license is required. If you remove the Customer Care or Sales Accelerator license, the associated Q Agent will be deleted.)
    • User Group - The group the user will be assigned to. See User Groups for more information.
    • Default SMS - This is the number the user will use by default in the Web SMS application.
    • Default Fax - This is the number the user will use by default in the Web Fax application.
    • Extensions - This is the extension the user is currently associated with. If you assign the user to a new extension, the extension they are currently associated with will be deleted.
    • Profile Image - Allows you to upload a profile picture for the user so they can be easily identified.
    • Primary Contact - This indicates the user is the main contact for the account. This is the person Sharpen will reach out to with any account questions or concerns.
    • Billing Contact - This indicates the user is authorized to make billing decisions on the account.
    • Technical Contact - This indicates the user is the technical contact on the account. Sharpen may reach out to this user if we have concerns or questions about your infrastructure.
    • Authorized Contact - This indicates the user is a generally authorized user, and can contact us with questions or concerns about the account.
    • Email Signature - This is the signature that will be used if this user performs any actions that cause an email to be sent.

How do I assign a user to a new extension?
In some cases you may want to move a user to a new extension. This can be done from the Manage Users page as well. When assigning a user to a new extension, the old extension will be deleted.
  1. Navigate to the Mange Users page as described above.
  2. Click the edit user button on the right side of the user list. The details for the user will be displayed.
  3. Using the 'Extensions' drop down, select the 'New Extension' option.
  4. Enter the desired extension number.
  5. If the extension is already taken, the following will be displayed:


  6. If the extension is available, the following will be displayed:


  7. Complete any other desired changes
  8. Press the 'Save' button on the bottom right corner of the page.

What are qAgents?
qAgents are agents who can login to an assigned Sharpen Q.

Why would I use qAgents?
qAgents allows you to assign agents to be able to utilize queue calling within Sharpen Q.

How do I set up a qAgent?
There are two main places where you can upload a sound file:
  1. Navigate to Admin > Configuration > qAgents/li>
  2. Click ‘Add Agent’ and a popup box will appear
  3. Choose an extension from the dropdown menu and click the add agent button
  4. The newly created agent will now show in the qAgent list.
  5. Click ‘edit’ for the agent you wish to set up.

What are all these options?
There are two main places where you can upload a sound file:
  • Agent Wrap Up Time: This is the amount of time before an agent will receive another call from the queue. This gives agents time to finish any notes or simply take a quick breather before the next call.
  • Allow Agent to Start/Stop Recording: This allows agents the ability to start or stop call recording within the Queue
  • Allow Agent to enter Pause: This allows agents the ability to set their status as “pause” by clicking the green checkbox button on their Sharpen Q page. They will not receive calls while they are on pause.
  • Allow Agent to Delete CP Calls: Allow the agent to delete calls from the Queue.
  • Outbound Q Status: Enable/Disable an agent’s ability to make outbound calls from Sharpen Q.
  • Outbound Q: Select the outbound queue the agent will call from.
  • Call Notification: Enable/Disable notifications when an agent receives a call.
  • Queues:
    • Access: Select which Queues the agent will have access to.
    • Auto Login: Automatically log the agent into this Queue when they login.
  • Skills: Select which skills the agent is proficient in.



If you have any questions, please click the "?" help modal on the right. You can also contact us at support@sharpencx.com or by calling 855.249.3357

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