Creating New Users
- Josh Daugherty (Deactivated)
Getting Started
From the Admin Dashboard, click Settings, then Manage Users. This the area where you might find yourself making tweaks or changes to individual users. Here, you can view and filter by the Extension, License Type, and User Groups for existing Sharpen Users.
Click the plus sign on the right to view or filter by additional fields. Finally, a quick reference of your available licenses is displayed across the top.
Creating New Users
When it comes to creating new users, you have a few options—you can do it in bulk (via the Import CSV button), or create users individually. Both of these options are located in the upper-right corner of the Manage Users screen.
First, we are going to walk through creating users individually so that we can talk through the specific fields.
Note: Once you are comfortable with the fields, feel free to bulk create users through the Import CSV button. The bulk option uses the same fields, so it should feel very familiar after learning how to create users individually.
Creating New Users Individually
When you click the New User Button, you'll be taken to a form of basic user information. This doesn't contain all of the information that you'll be able to modify—it merely allows you to create the user and assign the basic permissions.
Basic Information
The first/last name and email address as you want them to display within Sharpen.
Time Zone:
Setting the time zone is needed for time controls such as Business Hours.
For more information, see Admin > Configuration > Time Controls.
License
Here, choose the license-type you want to apply to this user.
e911 Location
Since Sharpen isn't tied directly to a phone line, set this location for the proper 911 emergency response.
User Group
User groups allow you to quickly and easily ensure the proper permissions are applied to the user (e.g., a new agent vs. a new supervisor). For more information, see Admin > Configuration > User Groups.
Extension
This is the extension you want to assign to the new user. This field is dynamic and will confirm whether the extension is available after you type a number. If the extension is available, a new extension will be created within Admin > Configuration > Extensions.
CallerID
This is the default number to display if this user makes an outbound call from his/her extension.
Note: While not a required field when creating/editing a user, the Country dropdown will also adjust the country code when this user is dialing.
This means users who are outside of the US no longer have to add a country code when making an outbound call to another person in the same country (i.e., if a user is set to UK, dialing a number will automatically put the +44 country code on each outbound dial). Set this field based on where the agent will be making a bulk of their dials in order to cut down on the repetitiveness of dialing the country code each time.
Creating New Users in Bulk
Get a jump start on adding multiple users by clicking the Import CSV (“Comma-Separated Values”) button instead of New User. This will open an upload wizard with the first step being to download the template. Now that we've seen what information should be in each field, you can fill out the CSV appropriately before uploading it in step 2.
Note: The file extension must be .csv when uploading in Step 2.
After you create your new users, you can edit them from the main Manage Users Page.
Editing also allows you to assign additional permissions related to Agent Queue Settings.