Adding and Removing Extensions (users)

Adding and Removing Extensions (users)

Extensions vs. "Users"

An Extension (also called a "Seat") is a paid User.   
  1. Extensions have access to their own Call Routing and Phone Devices.  Extensions are assigned to a single Employee.  In addition to Extensions, we also have other types of Users, such as Shared Users and Routing Users. 

  2. Routing Users hold the Routing Answering Rules for a Phone Number.  For example, every Auto Attendant and Call Queue has a matching Routing User. 

  3. Shared Users are used to share a specific feature.  For example, if more than one Extension needs access to a single Voicemail Inbox, rather than assign the Voicemail to a specific Extension, we may instead create a Shared Voicemail User and give the Extensions access to it.

  4. Shared Users and Routing Users have no charge and will not be present on your monthly Invoice.   They will be present in the Users Tab in Portal. 

  5. You must be an Advanced User or an Office Manager to access Users. 


How Do I "Remove" a User?

If you need to remove a Routing User, please contact us.  We will review your Routing and remove unnecessary Users. 

If you need to remove an Employee who is no longer with your company, you can "reset" the User so that it can be used by new Employee. 
  1. Resetting a User will remove their access, reset their Name, and clear Voicemails.   The User will then be available to be used by another employee.

  2. You can Reset a User even if you do not have a replacement for the User at this time.   

  3. You must be an Advanced User or an Office Manager to access Users.   If you are one of these Permission Levels, please see the instructions below to Reset a User.   Alternatively, you may contact us directly, and we will take care of this for you. 

  4. If you do not have access to edit/reset Users, please contact us to reset your User!


Instructions for Advanced Users and Office Managers
  1. Access your Manager View by clicking "Manage Organization".  Click the Users Tab.


  2. Search for the User that you will need to update.   Click on their Name. 
    1. In our example, we will be updating "Bob Rogers", extension 202, who is retiring.


  3. Click the Voicemail tab.  Before Resetting a User, it is best practice to ensure that they have no Voicemails to be attended to.  Voicemails cannot be recovered after deletion.

    1. Look at the "Number of Messages" field.  In our Example, "Bob" has already cleared his own Voicemails. 
    2. If there are any Voicemail Messages showing, contact us.  We will be able to access the Voicemails.  We can forward these to another Extension and/or download them for you.


  4. If you are ready to proceed, click the Advanced Tab.


  5. Click Reset User.

    1. A pop-up window of options will appear.  Make your selections. Make sure to checkmark Recycle User (even if no new Employee is ready to replace the Employee).  Click Reset.
      1. In our Example, "Bob" does not have a replacement yet. 

    2. A new window will open. You will be asked if you are sure. If you would like to proceed, choose Reset again. 


  6. Rename the User.  Add an Email Address.
    1. If you do not have a new Email Address for the future Employee, type in a placeholder Email Address for now.  This ensures that the old Email Address clears completely.
    2. Only send a Welcome Email if you have a new Employee who is ready to accept the Email.  Welcome Emails will expire in 3-5 minutes for security reasons. 
    3. If you do not have a replacement Employee, name the Extension "Open" or "Available".  This will make it easier to locate the User later when you are ready to bring the new Employee on board.
      1. Save.


      2. You will now see the new User in your Users list.  The term "password required" notes that the User does not have a Password set up at this time.  



How Do I "Onboard" a New Employee Who Is Replacing an Existing User?

If you are Onboarding a New Employee and their Email Address is already set in their User, then you can simply have the new Employee go to https://portal.clarityvoice.com/ and click  "Forgot Password" to reset their password.
  1. Alternatively, you may send a Welcome Email for them manually by going to the Users Tab, choose the new User, then click Advanced. Choose "Send Welcome Email".  



If you are Onboarding a New Employee, and their Email Address is not already in their User, then just contact us and let us know that you need to update a User.   We will locate the User and update their Name and Email Address.

  1. If they are ready to receive the Welcome Email, then we will send it at that time.

  2. If they are not ready, have them go to https://portal.clarityvoice.com/ when they are ready.   Have them click "Forgot Password".   
    1. A reset password link will be sent to them so they can set up their Password.


How Do I "Onboard" a New Employee Who Is Not Replacing an Existing User?

If you are Onboarding a New Employee and they are not replacing an existing User, contact us! 

  1. We will assist you in adding a new Seat for the Employee. (1-800-676-3995 for Support, or you may contact your Account Executive directly.)


Need More Specific Information?

Try our Portal Guides!  Each Permission Level has a Guide specifically created for them with an interactive Table of Contents so that you may skip quickly to the relevant section. 

Admin/Manager Guides

Some Manager permission roles include the ability to assist other User/Extensions with their initial Settings and Configuration.
  1. "Office Manager" Admin Guide
  2. "Advanced User" Admin Guide
  3. "Call Center Supervisor" Admin Guide
  4. "Site Manager" Admin Guide

Only have access to your own Extension?  

Your Extension has access to your Voicemail, Profile Settings, Extension Routing, and more!  
  1. "Call Center Agent" Portal User Guide
  2. "Basic" User Portal User Guide


Want to learn more about Users?
 

Give our Customer Service Team a call at 1-800-676-3995!   We are available Monday-Friday 8am-9pm EST. 

Prefer to open a Request?  Click here to open a Ticket Request!

We’re here to help you find better, easier ways to run your business.

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