What does user management do?
Aloware's user management is a comprehensive access management tool that controls how different team members interact with Aloware. This defines three primary roles - Admin, Supervisor, and Agent - each with specific access levels and capabilities designed to match their organizational responsibilities.
Understanding user roles
Admins
Admins have full control over the system. They manage user accounts, configure settings, handle billing, and ensure system integrity. This role is typically for business owners or IT managers who need unrestricted access.
Supervisors are team leaders who monitor team performance, manage workflows, and access reports. They oversee daily operations without control over critical system settings, making this role ideal for managers
Agents
Agents focus on customer interactions. They make calls, send messages, and manage assigned contacts, ensuring they stay focused on frontline tasks like customer communication.
Setting up new users in Aloware
Step 1: Access the users menu
Login to Aloware admin and navigate to the users menu.
Step 2: Add new users
Click the "Add user" button. Enter the required details, including name, email, and role assignment.
Step 3: Configuring user settings
Once a user is added, configure their settings:
Profile Settings - set up core user details including email, role assignments (Admin or Agent), password types, and answering preferences. Enable communication features like call barge, whisper, and message broadcasting to enhance team collaboration.
Visibility Settings - define what your users can access based on their roles. Choose contact visibility levels (Everything, Ring Group Only, Owned Only) and set communication permissions. Configure reporter access for monitoring activities without interaction capabilities.
Personalization - configure user availability status, assign contacts for display, and set wrap-up durations after calls to optimize workflow efficiency.
Teams - add the new user to a team.
Inbound call settings - set up working hours, customize voicemail prompts, and create call routing rules to ensure proper call handling based on availability and preferences. This maximizes customer satisfaction through efficient call direction.
Outbound Call Settings - select caller IDs, enable call recording options, and implement predefined call scripts. These options help maintain consistent outbound communications while meeting call recording regulations.
Notification settings - set up alerts for communications, events, and line activities. Choose notification channels and define trigger conditions to keep your team informed of critical interactions.
General information - manage core user details including names, contact information, and extension numbers in one central location. Keep your organization's directory current for smooth internal communications.
SMS templates - create and manage message templates in Aloware Talk to streamline contact communications and maintain consistent messaging.
Diagnosis - access troubleshooting tools including call quality reports, system usage statistics, and error logs. Monitor and optimize system performance to maintain reliable communication channels.
Monitoring and managing existing users
Once your users are set up, use Aloware's user menu dashboard to manage them on an ongoing basis.
Pause/Activate
Pause user accounts to stop call routing when a team member is unavailable (e.g., on a break or temporarily out of the office). Simply click 'Pause' to confirm, and 'Activate' to resume their activity when ready
Suspend
You can suspend a user to temporarily revoke their access to Aloware while keeping their account intact. This is ideal for situations like extended leaves or role transitions.
Click the "Suspend" button to revoke the user’s access to the system.
A warning message will appear. Confirm the suspension by clicking OK.
When you’re ready to restore access, press the "Unsuspend" button.
Confirm this action on the warning message by clicking OK.
Delete
Permanent deletion removes a user’s account and all associated data. Since this action is irreversible, consider using ‘Pause’ or ‘Suspend’ for temporary changes to preserve records.
Deleting a user is irreversible. If you’re only looking for a temporary solution, use the "Pause" or "Suspend" options instead to avoid losing historical records or account data.
User menu dashboard
The users menu dashboard centralizes all user information and activity data, helping you ensure transparency and efficiency.
Filter options
The filter options organizes your team by role, allowing you to view all admins, supervisors, agents, reporters, or extensions in separate groups.
The status selector refines the list further by filtering users by their current availability in the system. View users based on their active, paused, or suspended status-or select All to view the complete team roster.
Quick active buttons
Use the add user button to onboard new employees or team members.
The add extension button simplifies connecting new devices or assigning direct extensions, improving internal communication for your team.
Chart type
View user activity over time using line, area, or bar charts. This visualization helps admins spot workflow efficiency, identify idle users, and track trends.
Managing user interactions
Login as - admins can impersonate users to troubleshoot issues, verify configurations, or diagnose workflows without needing their passwords. Simply click "Login As" to access the user's account and return by selecting "Stop Impersonating."
Timeline - track user status and historical activity within a specific date range. This feature helps with audits, monitoring productivity, and ensuring compliance.
Activity logs - view a detailed communication history, including calls and messages. Search specific logs to troubleshoot customer interactions, ensure compliance, or promote transparency between users and admins.
Add to team - reassign or group users into specific teams for better organization. This is especially helpful for managing collaboration in larger departments or projects.