Manage Users

The Users screen lets you view and search within a list of your Service Provider’s and / or Customer’s users. You can create new users and edit existing users from this screen. This screen displays a list of active users and shows the User ID, Username, Full Name, Email Address, and the User Type for each user.

Note: Before you manage Users, please read the information regarding User Rights. 

Before adding new users you must first understand:

• Roles
• Profiles
• Groups
• Contact Types

Roles

Roles establish the following:

• Whether or not a user is granted “all rights”.
• Whether or not a user’s rights are controlled by Profiles.
• The types of Users they can create.

Users must have one (and only one) Role assigned, and it should correspond to their job function. The following Roles are available in the Hosted Application:

• Account Owner– This role grants all rights. Users with the role of Account Owner are not controlled by Profiles. It should only be assigned to users who are authorized to make system-wide changes to their Hosted Account. The Account Owner Role has different properties than other roles, including:
  • Every organization must assign the Account Owner Role to one (and only one) user.
  • Account Owner rights cannot be revoked or changed with Profiles.
  • Account Owner rights can only be revoked by changing the user’s Role.
  • Only Account Owners can change the Roles assigned to existing users.
• Administrator – Rights are controlled by profiles, and users can create a subset of the user types that Account Owners can create. This role should be assigned to users who configure and manage services within their Hosted Account.
• Standard User – Rights are controlled by profiles, and users can create a subset of user types that Administrators can create. This role should be assigned to users who manage their own extensions and services within their Hosted Account.
• Limited Access User – Rights are controlled by profiles, and users can create a subset of user types that Administrators can create. This role should be assigned to users who only need a limited set of functionality.

Groups

Groups control the system resources a user can view and interact with on the Dashboard. As a component of User Rights, Groups determine which records users can see; whereas Profiles specify what users can do to the records.

Groups can contain users, as well as other resources such as queues, conference bridges, etc.. Users who belong to multiple groups have access to the combined resources of those groups.

Note: Chat is included with Dashboard (legacy Call Center); however, Groups do not control Chat. Dashboard users can Chat with all other Dashboard users, regardless of group membership.

All Users Group

All Users is a system group which has different properties than other groups:

• Every user in an organization is automatically a member of the All Users group.
• Users cannot be removed from the All Users group.
• The All Users group cannot be deleted or renamed.

Contact Types

Contact Type allow you to assign a user to a system communications group so they can receive messages and emails sent to this “type” of user.

• Administrative Contacts receive E911 Location notices (not Emergency 911 Call Alerts) and password notices.
• Billing Contacts receive invoices and dunning notices.
• Technical Contacts receive network messages and alerts (not Emergency 911 Call Alerts).

Create New User (Customer L4)

Before you begin, you must drill down to the Customer’s Organization or Service Provider

1. From any Level 2 screen, click Customers in the main menu.
2. Click the Customer’s name.

Tip: Check the breadcrumbs to verify you are in the correct Customer’s menu. 

Click here to watch a video on how to create a user for your customer.

From the Customer’s or Home Screen:

1. Click Settings in the main menu then click Manage Users in the side menu.
   Note: You can also click Users under Manage Users.
2. Click the New User button.

3. In the Role dropdown, select the new user’s role.
   • Default new user’s role is Standard User unless you select a different role.

1. Assign Available Profiles.
   1. By default the right box, will have a Profile based on the Role Selected in the above (if you change the role the profile will change).

2. If you want to Add Profiles, in the left box click to select the Profile(s) and then click the Add button.

3. If you want to Remove Profiles, in the right box click to select the Profile(s) and then click the Remove button.

Users with multiple Profiles will receive the combined permissions.

5. Enter the user’s first and last name as you want them to appear in the Identity Bubble.
6. Enter a User Name (recommend using an email address).
   Note: The user name is case sensitive.

Note: If you saved your CAM username and password through Chrome, Last Pass, etc. it may auto populate the User Name and Password boxes with your information. Make sure to populate the User Name field following the criteria below:

• This will be used for signing in to the system and must meet the following criteria:
  • The name must be unique among all system users. If the User Name has already been created (by another Customer or Service Provider) you will be prompted to change it.
  • The name can be any length and include any combination of letters, numbers, special characters, and spaces.

7. Enter a Password that meets the following criteria:

Note: If you saved your CAM username and password through Chrome, Last Pass, etc. it may auto populate the User Name and Password boxes with your information. Make sure to populate the Password field following the criteria below:

1. Minimum length of 8 characters.
2. Must contain a minimum of: one lower case letter, one upper case letter, and one number.
3. May contain special characters and spaces.
4. Cannot match the User Name.

The Password field will turn red when you begin typing.

It will turn green when a password has been entered that meets the minimum criteria.

Passwords may exceed the minimum criteria.

8. Retype the password, in the Confirm Password field.

The Confirm Password field  will turn red when you begin typing.

The Confirm Password field will turn green when both entries match.

9. Enter an Email Address where all system-generated emails will be sent to.
10. If needed, enter additional information in the External ID field. The External ID is a freeform text field for additional information and is included in Import/Export Users data files.
11. Select a Contact Type if needed.
    – This adds the user to a system communications group so they can receive messages and emails sent to this “type” of user.
    – The user will receive messages and emails sent to this group in addition to all other communications.
    – If no Contact type is selected, the user will still receive messages and emails sent to all users or sent directly to them.
12. Optional fields that will display in the users profile of CoreNexa (desktop, web app, and mobile).
    – Time Zone
    – Address
    – Phone Numbers
    – Email Address
13. In the SMS Section, if the User should have an SMS number select an available number from the dropdown.

This is not required and, you assign an SMS number to a user later if desired.

14. In the Video section:
    –  Active (default is On), you can click to turn the feature off.
    –  Seat Type (default is Standard), if you want to change the type click Professional.
    –  Landing Screen (default is UC), if the user should be brought to CoreNexa Automation Manager (CAM) instead when they login, click Account Manager.

15. In the Applications section, select the applications this user can use and choose their Click-to-dial ring setting.

16. In the Extensions section:
    1. Select one or more Extensions from the Available box.
    2. Click Add to associate one or more Extensions with this user.

Tip: Control+Click or Command+Click to select multiple extensions.

3. If you selected more than one extension, click Make Primary on the extension that should be their primary extensions.

4. You can also create a new extension.
   1. Populate the Extension box.
   2. Select the E911 Location.
   3. Click Create and Make Primary button.

17. Optional: You may want to associate a Call Center Agent (legacy) with this user. This will allow the user to log into and out of queues (as an Agent) from the Dashboard.
    If needed, click the Agent box and select an Agent.If associating Call Center Agent the user, Dashboard must be enabled for them.
18. In the Group Membership section:
    – Groups control the resources a user can view and interact with on the Dashboard. See Groups for more information.
    –  The user is automatically added to the All Users group (listed in the Selected box) and cannot be removed from this group.
    –  If needed, select a Group from the Available box on the left and click Add.
19. Click Save.

View & Edit User in a Customer Account

BEFORE beginning, check the breadcrumb trail and make sure you drilled down into the account for the customer who will use this new Profile.

1. Click Settings in the main menu then click Manage Users in the side menu or you can click Users in the Manage Users sub-menu.
2. Click the Edit icon to the left of the User ID column.
3. View or make changes as necessary and click Save if changes were made, or Click Cancel to exit.

Alert: Changing the Enabled box to “No” will disable the user’s account.

Changing User Roles

User role changes may be needed due to a promotion or a need to give users access to higher-level components to complete their tasks.

Please note you will need to follow the steps below to change a user role successfully. User Roles cannot be changed by simply changing their user profile.

To change a User Role, please follow the steps below:

1. Log in to CAM with your L2 partner account and navigate to the L4 customer account.
2. Click on your name at the top right corner of the screen and click the Assume Identity option.

3. Select the Account Owner user account.

4. Navigate to Settings > Users (found in Manage Users sub-menu).
5. Locate and select the user you wish to change user roles for.
6. Once selected, choose the new desired role for the user. This change applies the default profile for the selected role.  
   Note: You may select another profile if you wish to only give them access to certain components. This method does not work for the account owner (they still get access to everything).

7. If you are changing the account owner role for the current Account Owner user, you must select a new user to take over as Account Owner. To complete this process for an Account Owner, change the current role first and then select the new Account Owner from the drop-down list on the right side of the page.

8. Please be sure to click Save and remember to revert your profile back by clicking on the name at the top right corner of the screen and selecting Revert Identity. Selecting Revert Identity will take you back to your partner user.

Enabling 2 Factor Authentication (2FA/MFA)

2FA/MFA can be enabled for L2 partner and L4 customer users, and the steps are the same for both account types.

To enable 2FA/MFA for L2 Partner or L4 Customer account types:

1. Log in as the user you want to enable 2FA for.  
   Note: You cannot enable 2FA for L4 customer accounts from the L2 partner account or by assuming their identity.
2. Once you are logged in as the account, go to the profile settings to enable 2FA/MFA.
   Note: This process cannot be completed from the L4 customer Corenexa Client. You must go to Automation Manager from the Other Applications section (pictured below).

3. Click on the name at the top right and choose Profile.

4. Locate the Two-Factor Auth setting, toggle the switch to On, and follow the instructions to verify your email and/or SMS number.  

Note: The email address used for this user must be a real email address to receive the authentication token. Fake email addresses are not accepted.

5. Once 2FA is enabled, click either Verify Email Address or Verify SMS if applicable (popups must be enabled):

If verifying by email, navigate to your email inbox, retrieve the token, enter it into the token box, and click the Submit button.

6. If verifying by email, navigate to your email inbox, retrieve the token, enter it into the token box, and click the Submit button. If you need a new token, you can click Re-Send Token Via Email.

Once the token is accepted, the account will show enabled. Please be sure to click Save to complete 2FA activation.

7. If verifying by SMS, retrieve the token from the SMS message sent to the number entered, enter it into the token box, and click Submit.

8. Users that have configured MFA via Email and SMS have the option to choose which method of contact is the primary (meaning tokens are automatically sent to the method listed as primary).

Note: MFA allows for one email and up to 3 SMS numbers.

At the next login, the user will be prompted to enter in a 2FA token (a new token will be sent via email). Users also have the option to select a box to remember the 2FA token for 1 week before being asked to enter a token again.

Bulk Update and Import Users

The import/export feature allows you to make bulk updates to existing users or create a large group of new users at one time, by using a single CSV data file. Import/Export is a convenient alternative to individually creating or updating users through the standard menus.

View & Modify Contact Types

Before you begin, make sure you are in the Organization for the user(s) you want to modify.  For example, if you want to modify Contact Type settings for a user at ABC Medical Offices, you must drill down into ABC Medical Offices.

1. Click Settings in the main menu then in the left side menu, click the caret (v) next to Manage Users to expand if needed.

2. Click Contact Types from the sub-menu.

3. Select or deselect the Contact Types for each user.

Tip: The checkbox in the left column selects or deselects all Contact Types for that user.

4. Click Save.

Groups

Groups control the resources a user can view and interact with on the Dashboard.