This article details user roles and settings in Aloware. Admins have full access; agents have limited access. Topics: adding users, profiles, visibility, personalization, call settings, notifications, and user deletion.
In Aloware, the level of access a user has depends on their role within the organization. Users can have various settings, including their extension, working hours, voicemail prompt, hardware phone, and more. This guide explains how to manage user access and roles effectively.
User Roles in Aloware
Aloware primarily supports 2 user roles: Admin 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.
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.
Adding a User in Aloware and Setting up a User Profile
Only admins can add users and set up their initial settings in Aloware.
Step 1: Add Users
To get started with Aloware, you can easily add users to your account in two different ways.
- Using the "+" Button from the Dashboard - Click the "+" button on the dashboard and select "User".
- Navigating to the Users Menu - To add a new user, go to Users and click on the "+Add User" button.
Step 2: Filling in User Information
Proceed to complete the user's profile by providing the following details:
Email - This is where the user will receive their password.
- Role - Assign the user's role within Aloware.
Password - Select between "Manual" or "Auto-Generate" for the password type.
Manual Password - Aloware will not send an email notification to the user when using this option.
Auto-Generate - Aloware will send an email notification to the user with a link for password setup.
- Answer Type - Specify how the user will answer calls.
- Using Apps - A default behavior to answer calls using the web browser, desktop, or mobile apps.
- Using Phone Number - Commonly used for call tracking. This forwards all calls to the user-provided phone number (usually a cellphone or off-site landline).
- Using IP Phone - Used for desk-phone replacement.
- Will not answer - It doesn't answer the phone call at all. It is recommended for managers, controllers, and the like.
- Backup Routing (Beta) - This feature checks if the user is available on Aloware. Enabling it will ring the backup phone number if the user is unavailable.
- Text Message Handling (Beta) - If you don't want this user to be assigned to text messages please uncheck "Answers text messages".
- Change Contact Ownership - Allowing this setting will let the user assign a new contact to his ownership.
- Allow Contact Ring Groups Modification - It is recommended for admin access only.
- Allow Call Barge and Whisper - This allows users to talk without the contacts hearing them.
- Can Broadcast - Allowing the user to send Bulk Messages and Bulk RVMs (Ringless Voicemail) to your contacts.
- Delete Contact - Grant the user the ability to delete a contact.
- After providing the necessary information, click the "Add" button.
- The successfully added user will now appear in the list of users on the user dashboard.
You have the option to set the user's personal line in the Lines menu.
Setting up User's Visibility Settings
By default, users can see all communications from contacts they have access to. However, Visibility Settings allow admins to manage access based on roles and permissions.
- Contacts Visibility - This gives control to the set of contacts a user can see and interact with:
- Everything - The user can see all contacts, regardless of who owns them or what groups they belong to.
- Team Only -The user can only see contacts that are owned by other users who belong to the same groups as them. They won't be able to see contacts that are owned by users outside of their groups.
- Ring Group Only - The user can only see contacts that they own, as well as contacts that they have interacted with the groups they belong to. They won't be able to see contacts that are owned by users outside of their groups and haven't interacted with them.
- Owned Only - The user can only see contacts that they own. They won't be able to see contacts that are owned by other users, even if they belong to the same groups.
- Communication Visibility - This manages user access to other users' communication with other contacts:
- Everything - Users can see all communications they have access to.
- Owned Only - Users can only see their outbound communications and all inbound communications from the contacts that they have access to.
- Line Visibility Limit - The default setting grants agents access to all lines, but you can specify which lines they can access. This allows you to set a line visibility limit according to your needs.
- Reporter Access - This access only allows users to monitor Aloware reports, graphs, and tables. It is not intended to interact with the contacts or make calls.
Setting up User's Personalization Settings
The Personalization tab is where you set your user automatically to "always available" after login, display assigned contacts, and set the wrap-up duration after the call.
- Smart Transcription - This allows your agent's calls to be transcribed and helps to categorize and assess the quality of calls.
For more information on Smart Transcription, please refer to the comprehensive guide provided.
- Force Users to Always Available - Admins set Agent status to always available and disable their ability to manually change their status.
- Available by Default, But Allow Manual Changes - By default, Aloware marks an agent as "Offline" after they log in or remain idle for 5 minutes. Enabling this feature will keep the agent's status as "Available" even after logging in or being inactive for 5 minutes.
For mobile app users, Aloware will always route calls to the app. Desktop users are considered "online" when logged in, and their connection status isn't checked.
- Wrap up Duration - This gives the amount of time the user before going back to the next available call.
Managing Inbound Call Settings
The Inbound Call Settings tab allows efficient control over incoming calls, which includes adding extensions and managing user working hours.
Admins can set up user settings by navigating to the Users menu > Settings.
Inbound Call Settings
- Extension - Assigning an extension number to a user or agent streamlines contact access, eliminating the need to navigate an IVR (Interactive Voice Response) system. Discover more information on how to add extensions here.
- Working Hours - Admins can set up user working hours, which also include lunch breaks, to make sure there's always someone available for inbound calls. These times are in your company's local timezone, currently set to America/Los Angeles. For instance, if your working hours are from 8:00 AM to 12:00 PM with a break from 12:00 to 1:00 PM, follow these steps:
- Set the time from 8:00 AM to 12:00 PM.
- Click "Add hours" from 1:00 PM to 5:00 PM.
- Personal Voicemail - A professional voicemail message makes a positive impression on contacts, allowing them to communicate concerns promptly and reducing wait times. Users can manage their personal voicemail in User Settings.
- Operating States - With this feature, you can route inbound calls based on the states or areas from which they originate. This allows the assigned user to specifically receive calls from contacts in certain locations.
If a user is part of a ring group, incoming calls will be directed to other users (agents) based on the ring group's configuration. The user assigned to the call can only accept calls from specific locations.
For example, if the ring group is configured to ring multiple users simultaneously, and the caller's location matches the user's designated settings, then the user's phone will ring. However, if there's no match in the location settings, the user's phone will not ring. This rule applies to both direct calls and missed calls.
- Operating Area Codes - This feature allows users to define restrictions on area codes for inbound and automated calls, giving them more control over their call routing. By default, this feature is disabled, allowing users to receive inbound or automated calls from any area code without any filters or restrictions.
- Follow-up - If a user misses a call, an automatic follow-up SMS can be sent to the contact using the number set in the Backup Routing.
- Caller Notification - Admins can enable an auto-text message after a call, enhancing customer engagement. You can configure the message content in this area as well.
A sample message is sent to the contact to confirm that their call has been completed.
Configuring Outbound Call Settings in Aloware
When you set up outbound call settings for your agents, you empower them with the tools and capabilities required for successful outbound calls.
Within outbound call settings, you can:
- Assign Default Outbound Line - The admin determines the default outbound line to use for making outbound calls. Options include:
- Use Company Default - This option allows you to use the account's default outbound line for this user's outbound calls. Admins can configure this setting from the Account menu.
- Select Manually - Select a specific outgoing line for this user by selecting it in the "Outbound Calling" field.
- Always Ask - Prompt the user to select their desired line before making an outbound call.
- Call Recordings - Admins can select call recording preferences:
- Use Company Default - Follow the default setup established by the admin in account settings.
- Always Record - Record all outbound calls.
- Never Record -Disable call recording.
Learn about Call Recording Deletions and Retention in Aloware in this guide.
- Two-Legged Outbound Calls - Enabling this option allows users to assign a secondary number for reaching out to contacts.
- Voicemail Drop Library - Users can personalize voicemails and save them in the voicemail drop library.
Voicemail drop is recommended during power dialing sessions or when agents manually call numerous leads. It allows you to leave a voicemail after the beep without staying on the call.
How to Setup Notifications Settings
In the Notification Settings tab, you can configure how you want to receive notifications. Here's what you can do:
- Communication Notifications - You will be notified when different types of communications happen.
- Event Notifications - You will receive notifications for appointment or reminder events.
- Line Notifications - Get notified from specific lines you choose.
- Notification Channels -Receive notifications through selected communication channels. You can also assign a specific phone number, even if it's not an Aloware number, to get text notifications. Disabling the Text Message tab will also disable the Send Text to Custom Number feature.
If there's no selected phone number on Send text to custom number, then the notification will be sent to the backup phone number of the user.
When a line gets more than 15 messages in 30 seconds from a contact using a single incoming number, the system will send notifications according to your preferences.
You'll receive sample notifications to see how they work.
What is the Diagnosis page?
You can troubleshoot and check user configurations on the 'diagnosis page'. Here are the descriptions available:
|Agent Status: Active
|Agent operates in specified area code.
|Agent operates in a specified country & state.
|Agent operates within campaign hours.
|Agent's device can receive calls.
|Agent is available to accept calls.
|Agent operates within call concurrency limit.
|Agent operates within daily call quota.
|Agent takes call within the duplication period limit.
|Agent meets overall eligibility for calls.
Deleting a User
Navigate to the Users menu in the left sidebar.
If there are multiple users, you can use the search bar and search for the username you want to delete.
Click the Delete button.
Deleting the user will also delete all the reports associated with the username.