In Aloware, the level of access a user has depends on their role within the organization. Admins can have various settings, including their extension, working hours, voicemail prompt, and more.
This article simplifies managing user settings in the Aloware Admin, aiming to enhance the user experience for Admins, Supervisors, and Agents.
User Roles in Aloware
Aloware primarily supports three (3) main user roles: Admin, Supervisor, and Agent.
Admins
Admins have full access to all Aloware features. They can create lines, add users, delete ring groups, change routing, and modify contact information.
Supervisors include all the permissions of the Agent role, plus the ability to oversee Line and Ring Group activities, handle Lists and Sequences, and gain complete access to detailed Reports. This is done without granting access to critical features reserved for company admins.
Agents
Agents have read access to lines, users, contacts, and sequences. They can make and receive calls, send and receive messages, and view all contacts. This role is commonly used for team members.
Users Menu Dashboard
Search bar - Use the search function to find a specific user.
Filter Options
Filter - Categorize users by role: Users, Admins, Agents, Reporters, Extensions, and Supervisors.
Status Selector - Filter users by status: All, Active, Paused, or Suspended.
Quick Add Buttons
Add User button - Easily add new users.
Add Extension button - Simplify adding new extensions.
Chart Type - Visualize data in Line, Area, or Bar charts for better analysis.
List of Users and Columns
ID
This is a unique code assigned to each user within Aloware. It serves as a way to uniquely identify users in the system, ensuring that there's no confusion between individuals, even if they share similar names.
Name
Displays the full name of the user as entered during the account setup. This is used for easy identification and personalization of communications within the platform.
Description
This field allows for additional information about the user, which can be anything from their job title, department, or any other notes that might be helpful for management or colleagues to know. This field is optional and can be left blank if not needed.
Last Login
Indicates the last time the user logged into the Aloware system. This information is crucial for tracking user activity and ensuring security protocols are followed. It can also help identify users who may not be using the system frequently.
Last Activity
Role
This specifies the role assigned to the user, such as Admin, Supervisor, or Agent. Each role has different levels of access and permissions within the Aloware system, determining what the user can and cannot do. This ensures that users have the tools and access they need based on their responsibilities.
Extension
Each user can be assigned an extension number, making it easier to manage internal calls and direct customer inquiries. This number is a part of the user's profile and can be dialed directly to reach them within the organization's phone system.
Status
This indicates whether the user is currently active, temporarily paused (not receiving calls or messages), or suspended (temporarily removed from the system with no access). This status helps manage user availability and access in line with organizational needs.
Answer By
This setting, found in the user's Profile Settings, specifies the method by which the user prefers to answer calls, such as through the Aloware app, a desk phone, or forwarding to an external number. It allows users to tailor their call-receiving method to fit their workflow and ensures that calls are answered most efficiently.
Operations
Login As - As an admin, you can log in as any other user without needing their password.
Click "Login As" to enter any user's account without their password. This action redirects you to the user's account.
To exit, click the drop-down arrow in the top right corner and choose "Stop impersonating."
Timeline - Click the "Timeline" button.
Set the date range to view user status information.
It will provide you with information about the User's status.
Activity - The Activity feature allows you to view the communication history of a user.
Click on "Activity" to access the User's Communication Logs.
Search for a specific log, then select the desired operation from the "Operations" menu on the right.
Settings - In Aloware Admin under the Users Menu, you can configure:
Profile Settings - Configure essential user information, including email, role assignment (Admin or Agent), password type, and answering preferences. It also includes options for contact ownership change, group modification permissions, and communication capabilities like call barge, whisper, and broadcasting messages.
Visibility Settings - Controls what users can see and interact with, based on their roles. It distinguishes between the visibility of contacts (Everything, Ring Group Only, Owned Only) and communication (Everything, Owned Only), alongside reporter access for monitoring purposes without interaction capabilities.
Personalization - This segment allows admins to set user statuses to "always available," display assigned contacts, and determine the wrap-up duration after calls. Features like Focus Mode and Smart Transcription are introduced to improve efficiency and call quality assessment.
Inbound Call Settings - This section allows users to customize how incoming calls are handled. Users can set up their working hours, and voicemail prompts, and decide on the routing of calls to ensure they're managed according to their availability and preference. This ensures that every call is directed appropriately, enhancing customer satisfaction and operational efficiency.
Outbound Call Settings - Focuses on configuring the parameters for outgoing calls. It includes settings for caller ID selection, call recording options, and the use of predefined call scripts. These settings empower users to maintain consistency in outbound communications and ensure compliance with call recording regulations.
Notification Settings - Admins can configure notifications for communications, events, and line activities. It includes a detailed setup for notification channels and the conditions under which notifications are triggered, ensuring users stay informed of critical interactions and schedules.
General Information - Provides a centralized location for managing user details such as name, contact information, and extension numbers. This segment is crucial for maintaining an up-to-date directory of users within the system, facilitating seamless internal communications and identification.
SMS Templates - Users can create and manage pre-defined message templates in Aloware Talk to streamline communication with contacts. This feature saves time and ensures message consistency, particularly useful for frequent responses or marketing campaigns. Templates can be personalized and quickly accessed, enhancing the efficiency of text-based communication.
Diagnosis - Offers tools and insights for troubleshooting and optimizing the system's performance from the user's perspective. This might include call quality reports, system usage statistics, and error logs. The diagnosis section is essential for identifying and addressing potential issues, and ensuring the reliability and effectiveness of communication channels within Aloware.
Pause/Activate - Allows pausing/unpausing routing calls to the User.
Click "Pause" to halt call routing to the User, and confirm by clicking "OK" when the warning message appears.
To resume calls, press "Activate" and confirm again with "OK" when prompted by the warning message.
Suspend - Suspend/Unsuspend users lose/gain access to the system.
Click "Suspend" to temporarily remove a user's system access, and click "OK" to confirm when the warning message appears.
To restore access, press "Unsuspend" and confirm by clicking "OK" on the subsequent warning message.
Delete - "Delete" allows you to remove a User entirely from the system.
When you click on "Delete," a warning message will appear.
Confirm your decision by clicking "OK."
Please note that deleting a User will remove them from all reports, plots, and communications, and will detach them from any connected lines.
If you only wish to stop a User from receiving calls temporarily, consider using the "Pause" feature instead.