Table of Contents
Aloware User Profile
The admin initially configures the user settings. However, users depending on their accessibility can also set their own profile settings.
Go to the Users tab on the left sidebar > Profile Settings
Users (agents) can configure the following details:
Name
Provide user's first and last name
Description
An optional field to provide a brief description
Email
Provide an active email address which also serves as a username when logging in
Answer Type
Assign how users answer calls
Using Apps - This user answers calls using the web browser, desktop or mobile apps. This is the default behavior.
Using phone number - Forward all calls to this user to the provided phone number (usually a cell phone or off-site landline). Mostly used for call tracking.
Using IP phone - Used for desk-phone replacement. Note: You need to have SIP phones configured before selecting this option.
Will not answer - This user does not answer the phone at all. Calls can't be routed to this person. Suitable for managers, controllers, etc.
Backup Routing
The user can also assign a backup phone number to ring if the call routing checks that the user is not online on Aloware.
If the user is available
The incoming call reaches the Personal line and then, dials the agent’s browser for 60 seconds > If the user doesn’t answer, the call will proceed to dial user’s backup number for 20 seconds
If the user is not available
The incoming call tries to connect to the user's Personal line, then dials user’s backup number for 20 seconds
