These are the basic steps to take when adding a new CSR or any other user to your CTM account. Some of these settings may be subject to change depending on any unique setup you may have. You are always welcome to reach out to Coalmarch Product Support if you aren't sure or would like us to set up new users for you.



Add New User to Account

  • Go to Settings → Manage Users.
  • Click on the New User button toward the top right. 


User Detail

  • Enter Email and Name
  • Turn “Default login page to Desktop Calling Mode e.g. /calls/desk” ON
    • If they are in a basic CSR role or plan to use the phone often; otherwise, you can leave this off and they will have to manually go into Desk Mode when using the softphone


Authentication

  • Check the "Send Instructions" box. This action will send the new user an email prompting them to set up a new password for their account. 



 Assign Role

  • Assign the CSR a role
    • This will usually be "Call Manager" for your basic CSR
    • If the user needs access to Reports but not all settings, set them as a "Report Manager"
    • If you are wanting to give full access to backend settings and reports, assign them as "Administrator"
  • If you selected the "Call Manager" role, also assign the "Access Controls" in the drop-down below.
    • There will usually only be one option, such as"CSR" or "Account Level".
    •  More complex accounts may have multiple options, possibly for individuals, departments/teams, or a "manager" level.
  • Click Save Changes at the very bottom of the page.




Additional Settings

Once you click the "Save Changes" button, several additional panels will appear on the page. There are only a couple more changes you have to make on this page.


Inbound Voicemail

  • Turn The "Email" box to ON
    • This ensures that any voicemails to this person get emailed to them.
    • Optional: You can enable transcriptions for individual voicemail boxes for a small additional fee.


Team

  • Assign them to the appropriate team
    • There will usually only be one option, such as"CSR" or "Account Level".
    • More complex accounts may have multiple options, possibly for individuals, departments/teams, or a "manager" level.
  • Click "Save Changes"



User Queue


Lastly, go back to the "Manage Users" overview page with the list of all users

  • In the "Agent Queue" column, select "User Queue" next to the user you just added. Then proceed to make the following updates:


Routing

  • Turn "Retry Busy Agents" ON


Connected

  • Turn "Beep for caller" ON
  • Turn "Beep for agent" ON


No Answer

  • Turn "Bypass Queue if no agents available" OFF
  • In the "Route when no agent is available" dropdown, select VoiceMail
  • Click "Save Changes"



Next Steps

You've completed the basic steps of setting up a new user! At this point, depending on the type of user you have added, you now have several different options.