Office Managers, Site Managers and Resellers manage users from the Users page of the Level365 web app. This article covers adding users, user scopes, updating user settings, resetting, recycling and deleting users, and the welcome email.
Office Manager, Site Manager or Reseller permissions are required to complete the steps in this article. If it's unclear whether an account has these permissions, contact Level365 Support before proceeding.
Adding Users
- In the Level365 web app, go to Users.
- Open the Add a User screen and enter the new user's information.
Required Fields
| # | Field | Description |
|---|---|---|
| 1 | First Name | The user's first name. |
| 2 | Last Name | The user's last name. |
| 3 | Extension Number | Must be unique and not already in use. If an extension that is already in use is entered, a warning shows that it is taken. |
| 4 | The address the welcome email is sent to. If the extension doesn't need an email address, a no-reply address can be used instead (for example, no-reply@level365.com). | |
| 5 | Emergency Address | The address associated with 911 calls from this user. It should match the location where the user works. |
| 6 | User Scope | Controls what the user can see and change in the web app. See User Scopes below. |
| 7 | Caller ID | The number shown when the user places outbound calls. |
| 8 | Emergency Caller ID | The number sent with 911 calls from this user. It defaults to the selected caller ID. |
The 911 caller ID defaults to the caller ID selected for the user. Choose a caller ID that represents the office location where the user will work. For help choosing one, contact Level365 Support.
User Scopes
A user's scope controls what that user can see and change in the Level365 web app. Scope is set in the user's profile. Features not listed below, such as voicemail, contacts, and text messaging and fax when assigned to the user, are available to every scope with portal access.
| Scope | What the user can do |
|---|---|
| No Portal | Places and receives calls, but has no access to the web app. Used for devices such as lobby phones, paging devices and doorboxes. |
| Basic User | Manages their own extension: answering rules, time frames, music on hold, voicemail, contacts and their own call history. This is the standard scope for most users. |
| Call Center Agent | Everything a Basic User can do, plus the Call Center page for the queues they belong to, queue login and logout, and call history for those queues. |
| Call Center Supervisor | Manages call queues and the Call Center Agents in them, views call center reports, creates conferences, and views call history for their queues and agents. |
| Site Manager | Office Manager access, limited to the users and settings assigned to their site. See Site Manager Role. |
| Office Manager | Full administrative access to the domain: users, devices, phone numbers, call queues, auto attendants, time frames, music on hold, call history and emergency settings. See Office Manager (Admin) Overview. |
- Site Managers and Office Managers can change answering rules and time frames for other users. All other scopes can change only their own.
- Call Center Supervisors can manage only agents whose scope is Call Center Agent.
Assign the Office Manager and Site Manager scopes only to people approved as administrators. These scopes can add and remove users, reroute phone numbers and change 911 settings.
After Adding a User
- Assign a phone. See Adding a Phone to a User Account.
- Confirm the user's 911 number and address. See 911 Emergency Services and Notification Overview.
- Send the welcome email. See The Welcome Email.
Updating User Settings
- Name and email changes: Updating User/Extension Name and Email
- Phones: Adding a Phone to a User Account and Button Builder Guide for Office Managers
- 911 address: 911 Emergency Services and Notification Overview and Using 933 to Verify Emergency Address
- Call queue membership: Adding/Editing Agents in a Call Queue
Resetting, Recycling and Deleting Users
Resetting a user clears the selected settings on an extension so it can be reused. Recycling is a reset that also clears the user's name and email and assigns the extension to a new person. Resets and recycles cannot be undone.
| Recycle | Delete | |
|---|---|---|
| What happens | Clears the person's name, email, password, voicemail PIN and additional devices, then reassigns the extension to a new person with its existing configuration | Removes the user and extension |
| When to use | A new employee replaces someone in the same role, such as a new sales rep taking over a sales extension | The extension is no longer needed |
Recycling keeps the work already done on the extension, so the new person starts with the same setup. Before deleting a user, check whether the extension is a member of any call queue, auto attendant option or answering rule, and whether a phone number routes to it. For the steps, see Reset/Recycle User Accounts in Bulk.
The Welcome Email
To send the welcome email, open the user's account, select the Advanced tab and click Send Welcome Email. The email goes to the address on file, with the subject line "Your new phone system account." Its link lets the user set a web app password and a 4-digit voicemail PIN.
- The link expires after 72 hours. The user can request a new one at app.level365.com with Resend Activation Email.
- If the email doesn't arrive, check the spam or junk folder.
Recycled users are created without a secure password. Send the welcome email to a recycled user as soon as the recycle is complete.
For the user's side of the process, see New User - Activation and Welcome Email.