Creating users

Create a new user

  1. From the Dashboard, click on Users in the Manage section
  2. Select the folder where you would like the new user placed by clicking the corresponding green plus (+)sign.
  3. For each user you are adding, enter the following:
    • Agent Name
    • Login ID
    • Extension (optional)
    • Folder (defaults to the folder selected)
    • Role (only visible when Manually Select Role is checked). Allows you to select a different role from the one inherited from the folder selected. The role will determine which base set of permissions a user will inherit
  4. Enter a Bulk Password. All users will be given the same bulk password which they should change when they log in for the first time.
  5. Click on Save.

Configure a user

  • To open the configuration screen for a user:
    • From the Dashboard, click on Users in the Manage section
    • Double-click on the user you want to configure.
  • Name / Login ID / Password:
    • Change the user's name or login ID if desired. The changes will save automatically.
    • Enter a new password for the user if desired. You must click on the Reset button to apply this change.

Moving your mouse over the help tip will display an explanation for each option.

Additional user permissions

While a new user inherits the default permissions of the folder they are being created in, you are able to assign users additional permissions within the system by simply checking them off. Below is a list of available permissions and their descriptions.

Permission Description
Manage leads Gives the user access to the Leads option on the dashboard, allowing them to upload leads, edit playlists, and view the Campaigns currently in your system. This also gives access to the Dialer Report, Lead Reports, and Recent Calls in the Reports section.
Export Leads Grants the permission to export a result file.
Allow Automation Allows the user to automate tasks via the Automation is possible link on the sidebar.
Write email templates Allows the user to write and edit email templates they have access to.
Play Recordings Enables MP3 playback links next to any call log that they have access to view. Users with the Manage VOIP permission will see both playback and download links.
Call log Gives user access to the Call Logs report. The user will only be able to view these reports for themselves and any user that they have access to.
Productivity Gives user access to the Productivity and Agent reports. The user will only be able to view these reports for themselves and any user that they have access to.
Sales Gives user access to the Sales Reports. The user will only be able to view these reports for themselves and any user that they have access to.
SIP Allows user to use the VOIP system to make/take calls.
Manage VOIP Gives the user access to the VOIP configuration page under Settings. The user will be able to control the inbound flow on phone numbers, and will be able to edit any queue or IVR that they have permission to. This will also grant access to the Research Calls and Recent Calls reports. Users with this permission as well as the Play Recordings permission will be able to download recordings.
Add IVR Allows user to add in new IVR's. You can still edit IVRs you have permissions to without this selected.
Add Queue Allows user to add in new queues. You can still edit queues you have permissions to without this selected.
Set Caller ID Allows user to set their own Caller ID to a number in your system by choosing the button on their dialer pad.
Add DID Allows a user to order new phone numbers from the Phone Number/Caller ID page. They will require Manage VOIP to get there.
Pause Recordings Ability to pause/stop calls from being recorded.
Search all leads Gives the user access to search all leads in the system.
Search all profiles Gives the user access to search all profiles in the system. Note that a lead becomes a profile when some form of action is done to the profile, such as a disposition or transfer.
Search all users Gives the user access to search for all user accounts in the system and be able to bring up their user profile. They will not be able to make any changes to security settings unless they have the appropriate access.
Folder tools Provides the Shared Files, My Files and Folder tools areas. Without this, agents have to manage their callbacks through their calendar and alerts. With this, agents can create folders to sort their callbacks in, and share their callbacks with other users that have read permission. This feature is enabled by default on all accounts. To remove it from a group template, a level 2 support ticket will need to be opened.
Create user Allows a user to create a new user. The Create New User option will appear inside of any folder.
Modify security Allows the user to modify security settings on user profiles. Only security settings that the user has checked off on the user’s own profile can be modified.
Create group Ability to create new user folders, for example Agents.
Modify group Ability to edit the group.
Start IM Gives the user access to start new chat sessions using xIM. Without this the user will still be able to receive and respond to messages sent to them.
Broadcast IM Gives the user access to broadcast messages to all users from the xIM panel. They will need Start IM to get there.

Note: Only Admin users (Managers) can add/edit other users. Standard users (Agents) can only change their own password on the Account Settings page.

Why do I get a license acquisition error when trying to log in?

If you or one of your agents sees a license acquisition error when trying to login, either all of the necessary licenses are in use or an app that has been installed requires a license that is unavailable. To resolve this, try signing a user out or purchasing additional licenses. Alternatively, you can call us at XenCALL (1-800-694-1049) to verify the status of your licenses.

I'm getting "Bad account information" when I try to login on a user I have just created. Why is this happening?

There's usually a misconception of what "Name" is and what "Login ID" is. "Name" does not mean "Login ID", and "Login ID" does not mean "Password". The "Name" would be the first and/or last name of the user, while "Login ID" is what they would type in on the login screen under the "Account" field.
When looking at the Floormap and Call Logs, the user's name will be displayed, not their Login ID, so it is often best to keep the "Name" and "Login ID" as similar as possible or identical to limit confusion.

My users are reporting "Account information corrupt". What does this mean?

The reason you would be seeing this is because there's a user account that has the exact same information of another user account. If a user has a Login ID of "user1" and you change another user's Login ID to also be "user1" then the system gets confused and produces that error because it doesn't know which user1 you are trying to sign onto. To correct this, just change the Login ID of one of the accounts to be unique.

What are the "If Unavailable" options?

Options from the "If Unavailable" drop-down menu are:
•No Voicemail - no voicemail options for agent. Phone will ring and eventually disconnect.
•Voicemail - displays a secondary field labeled "Away Message", which allows you to upload or record a voicemail greeting for that agent. Also allows the agent to upload/record their own greeting via their own profile.
•Forward Call - displays a secondary field labeled "Forward to", which allows you to enter a forwarding number. This must be a full phone number and not an extension.

What is "User group/security information" for?

These are the unique sets of permissions added to you or your agent's profiles.

What if the user I want to delete has callbacks?

Recycle the callbacks first (see the section called “Recycling callbacks” under “Managing Campaigns” in the help portal).
Another option would be to use the “Callback Manager” app to reassign or move the callback to any queue or user, but this needs to be downloaded from the app garage of the client site (

How can I give a non-administrative user the permission to create users?

A non-administrative user can also be given the "Create user" permission on their user profile to enable them to create new user accounts. Read, write, and store permissions for the specific user folder that the new users are to be created in are also required.

Can I change the Caller ID for each one of my users?

Initially, a user's Caller ID will be set as your default DID. However, you can give your users the "Set Caller ID" permission to allow them to choose their own number from your list of DIDs that will appear on the Caller ID of any person they are trying to call. This permission can be found under the "Communication" section on their user permissions. Once the "Set Caller ID" permission has been enabled, have the user log into their account and click the wrench icon in their dialpad. They should then see an option that says "Number". Get them to select the number they want, then have them click "Update".