When you add a new user to your site, you specify the licences they need and the phone number and type of desk phone they will use. If the user has a One Net Business mobile, you also add their mobile phone number and password.

The user is created in a 'Pending' state, which means they can make but not receive calls. When Vodafone has activated the user, it changes the state to 'Activated' and the user can receive calls. If the user can't be activated, their state shows as 'Failed'. Contact Customer Care for advice.

You can't delete a user or modify their configuration settings until they are active. However, you can modify their call services and profile, and add them to groups, such as call pickup, call park and hunt groups.

To add a user

For administrators only

1. Select Benutzer einrichten.
2. Select Neu hinzufügen Benutzer.
3. Select an available phone number from the list.
4. From Lizenztyp, select a package.
5. From Erweiterte Optionen, select any additional services that the user needs.
   

   Supervisor service

   The supervisor service needs to be enabled only for users who want to use One Net Call Centre as supervisors. Users who don't have this service enabled can still be assigned as supervisors in the call centre configuration.

6. Enter details of the new user and assign a desk phone.

   If you're creating a user who will only use a mobile phone, select Kein Tischtelefon.

7. If the user has a One Net Business mobile phone, enter the mobile phone number and password.
8. Select Benutzer hinzufügen.

   The user's desk phone login details are displayed on the screen. You need to make a note of these so they can be used to log in to the phone. Select Weiter when you have done this.

When a user leaves, you can delete the user profile and configuration settings from the One Net Business system. The user's phone number becomes available immediately for reassignment and the user is automatically removed from groups, such as call distribution, call pickup and call park groups. You need to inform the other members of the group if they should know the user has been deleted.

Deleting a user cannot be undone.

To delete a user

For administrators only

1. Select Benutzer einrichten.
2. Find the user you want to delete and select Bearbeiten in that row.
3. Select Benutzer löschen and confirm that you understand the delete cannot be undone.
4. Select Benutzer löschen.

When a user leaves or is unavailable for a prolonged period, you may want to handle calls to their phone number in a controlled way, rather than leaving the number unassigned or re-assigning it to another user.

When you deactivate a user, callers to the user's number hear a pre-recorded message and can be transferred to another number. You can choose whether the caller hears the number or presses a key to be transferred to the number.

A deactivated user is not automatically removed from the site groups, such as call distribution, call pickup and call park groups. You need to remove the user manually from any groups they should no longer belong to and inform the other group members if they need to know.

The user can be reactivated if required or deleted when you want their number to be available for reassignment.

To deactivate a user

For administrators only

1. Select Benutzer einrichten.
2. Find the user you want to deactivate and select Bearbeiten in that row.
3. Select Benutzer deaktivieren.
4. From Abfangaktion, select whether you want to play the new number to the caller or whether they can press key '0' to be transferred.
5. From Neue Rufnummer, select the number that the call will be transferred to. Calls can be transferred to any active user or call centre queue on the site.
6. Select Speichern & Weiter.