Users
Updated at May 30th, 2025
Table of Contents
This menu item displays three types of users:
- Users – Regular internal employees
- Guests – Temporary employees
- Externals – External relations
All three user types have access to the UCS system. External users are typically granted access solely for address book creation.
Terminology:
From this point forward, the term User includes Guests and Externals.
Key Features and Permissions:
- Administrators have full access to user creating and editing. Supervisors need ‘System Access’ permission to edit and create users.
- Most companies use Microsoft Active Directory (AD) to manage Users and synchronise them with the UCS system.
- User status in the UCS system can be modified here.
- The ‘Secretary’ authorisation allows a User to update other Users' profiles.
- The ‘Display Restricted’ feature hides certain Users from the Supervisor Application.
- This feature can also restrict specific details, such as a second mobile number, home address, or home phone number.
- The Administrator sets the ‘Display Restricted’ feature.
- Users can belong to one or more User Groups or Manager Groups, which can be configured in the Administrator application.
User Icons
| User has been given Agent access |  |
| User has been given both Agent & Supervisor access |  |
| User has access to a voicemail box |  |
| The icon indicates if this is a new imported User from AD. Click the ‘Additional User Actions’ button and this flag can be reset with action=’Reset newuser’. User fields that are imported from Active Directory cannot be edited. |  |
| The User has been disabled in AD. |  |
| The User’s access is blocked. A supervisor can unblock a user by selecting them and clicking ‘Reset user’. |  |
| User has been created via Active Directory Sync |  |
Creating Users
- Click the ‘+Add’ button and the side configuration bar will open on the right of the screen.
- Enter the URI and then the rest of the user's details and click ‘Add’.
- Click on the user's name and the contact information panel will open.
'Users' Tab
‘Personal’ Settings
The following information can be configured:
| URI | Enter a unique identifier for the User, this will be used to logon in various applications and for reports |
| Blocked | The system will block a User after too many failed password attempts. The Administrator can manually (un)block. |
| Administrator info | Info field only visable to the admin |
| First Name | Enter the first name of the User |
| Last Name | Enter the last name of the User |
| Display Name | This field is automatically composed when entering the first and last name |
| Initials | Initials |
| Security Policy | Select the required Security Policy from the drop down |
| Speech Alias | If using a Speech Assistant, you can define here a (phonetic) alias, if the display name contains special characters that are pronounced differently |
| Language | Select which language the User per default will use |
| Password | Enter a password for the User; Password is optional for an External |
| Password change at first login | Flag if the initial password should be changed at first login; Be aware that Security Policies rules might be applied by the Administrator |
| PIN | The PIN is used for Phone based User who logs on using only a Phone (digits only) via the User logon IVR channel; The user is identified by the PIN code and his Officenumber. PIN code can also be asked with Mailbox access and selecting (one of) his mailbox(es) if the User cannot be identified on CLI. |
| Info | Add any additional information regarding the User, like a note for temporary employee or working schedule for part-time workers |
| Description | Give a short description for the User |
| Picture URL |
Enter where the picture of the User is located on the UCS server; (W:H=3:4, 150*200pixels) (Office 365 +AD: Import picture max128x128) |
| Operator Info | This info will be shown to Agents that are member of Groups that are assigned to Routers with Operator queues, when they search for this User. |
| Keywords | If Clients search for these keywords, this User will be returned |
| Backup |
Free field which is shown in the Client. This field will not be included in the search. It is possible to fill in the name of a colleague, the name of a group, the name of a router or another phone number. If the caller confirms (prompt 939), he will be transferred. This will be offered if the caller ends up in a voice channel with Announce Presence active.
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‘Office’ Settings
| Title | Enter the Title of the User; |
| Department | Select the department; These are added by your Administrator. |
| Office name | |
| Office Address | Enter the address of the office. |
| Office phonenumber | Enter the Office Phone number (E.164 format); Make sure that the Office Phone number is not is use yet (by another user, or used by the User logon, Voicemail access and Presence switching Voice channels). Typically this Office Phone number is defined as a Virtual number. |
| Office phonenum. 2 | Enter a possible 2nd Office Phone number (E.164 format); |
| Mobile phonenumber | Enter the Mobile Phone number (E.164 format); If this number is also defined as Remote Extension, then calls from/to this number will show this User as “On the Phone” and the User details will be shown in the contact data of a Client. |
| Faxnumber | Enter the Fax number of the User; |
| EmployeeID | Enter the EmployeeID for this User; |
| Email address | Enter the Email address of the User; |
| IM address | Enter the IM address of the User; only relevant if this user is accessed from other applications via his IM address. Typically, these addresses start with “sip:” |
| Secretary | A User who is defined as Secretary can edit other Users and change their status (just like an Operator) |
| CLI to external only | When checked, the CLI selected by the user will only be applied towards external parties. Towards internal parties the office number or extension number will be presented. |
| Use as CLI | This CLI value can be selected by the user (in client or app) for outgoing calls. Use “Anonymous” to call presentation restricted. |
| Status | Current status / Edit status |
| Cli | the CLI used and the device the user is logged in with |
‘Home’ Settings
| Home Address | Enter the home address of the User |
| Home Phone | Enter the Home Phone number of the User |
| Mobile Phone 2 | Enter the second Mobile Phone number of the User |
‘Options’ Settings
| Traffic class day |
The traffic class used by this User during Day times (as defined by the Day/Night Clock). If empty it takes the “Default day traffic class” as configured by Cirrus.  |
| Traffic class night | The traffic class used by this User during Night times (as defined by the Day/Night Clock). If empty it takes the “Default night traffic class” as configured by Cirrus. |
| Display restriction level |
Defines which data will not be shown, or if the user will not be shown at all in the Portal and Mobile App (presently unavailable) search, the in the windows Client (except for Operators) (also presently unavailable) and the Supervisor user management. ‘Unrestricted’ shows everything, with every line below fewer data is shown.  |
| DDI barred |
If checked, all direct calls to this User from external will go to the trunk assistance number. This way the User will not receive direct calls from external.
|
| Voice recording required | If checked, all direct calls to/from this User will be recorded. Provisional Voice recording will be unchecked. If Cirrus have configured the backend setting of VoicerecordingMode=1 then the user can always stop (and restart) the recording. |
| Provisional voice recording |
If checked, the User himself can select to start recording of direct calls from that moment on or from the beginning. Not applicable to routed calls. For routed calls, provisional recording is ignored and the call will be recorded from that moment only.
Voice recording required will be unchecked. For Provisional voice recording you need the Voice recording license. |
| Send voice recording as email |
If checked, a recording will be sent as an attachment in an email to the users email address (Does not apply to routed calls). Only enabled if Voice recording required or Provisional Voice recording is checked. |
| Call waiting enabled | Place the DDI-call in a (personal) queue when the User is on the phone already; |
| Teams switching enabled |
If checked, User’s status will follow the status in Teams. Note:
|
| Forwarding on calls to mobile | If checked, defined forwardings will also be applied on calls direct to mobile number |
| Intercom (auto answer incoming calls) | If checked and this User uses a phone that supports auto answer, every incoming call to this User is answered automatically. Note that no other User may be logged in on this phone. |
| Calendar switching enabled | Activate the status switching in the Client by the Calendar. This is only activated when the User is logged into the system. Usually this feature is set on server level so it is enabled for everyone and there is no dependency with the login. |
| Display Calendar Restrictions |
 Define what calendar information will be shown to other Users - none (display all details including title and location) (=Default) (➔ note that user must share his calendar with FullDetails with the configured UCS Calendar username) |
| Calendar Workhours enabled |
If checked, the users status can be switched via the Calendar service and will follow the Work time as defined in Outlook (rounded to 15 mins)  |
| Twinning Destination |
Destination number to be used as twinning destination if User is called on his Office phone. Only valid for Users that have an Officephone that matches with a local Extension. For Extensions in a 3rd Party PBX, this is configured in the PBX. |
| Twinning delay |
The twinning destination will start to ring if User is called on his Office phone after this defined delay (in seconds) Only valid for Users that have an Officephone that matches with a local Extension. For Extensions in a 3rd Party PBX, this is configured in the PBX. |
‘Login’ Settings
| Windows logon name | Optionally enter the windows logon name. If the User uses the Portal this is used for automatic logon. |
| Remote Dial Through allowed |
Check if the User is allowed to make calls from remote via the UCS.
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'User office hours' Tab
| Schedule Enabled |
If checked, the User’s status follows the configured schedule. Within the schedule times the status will be Available, outside the schedule times the status will be Out Of Office.
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'Forwardings' Tab
Forwarding: Enable DDI call forwarding to a specified phone number based on the following conditions. You can configure separate forwarding settings for internal and external callers.
- Unconditional – Always forwards calls to this number (e.g., when the user is ill).
- On Not Available – Forwards calls when the user's status is "Not Available" (excluding "Out of Office").
- On Out of Office – Forwards calls when the user's status is "Out of Office"**.
- On No Answer – Forwards calls when the user does not answer.
- On Busy Phone – Forwards calls when the user's phone is busy.
- Phone Not Reachable – Forwards calls when the phone is out of reach.
Additional Information
- When an operator changes a user's status, the forwarding destinations for "Not Available" and "Out of Office" will also apply to the user’s office phone.
- If no "Out of Office" destination is specified, the "Not Available" destination will be used instead.
- Forwarding only takes effect if no other user is logged into the same office number.
‘User Groups’ Tab
The tab User Groups shows to which User Groups the User is assigned.
‘Agent Groups’ Tab
The tab AgentGroups shows to which AgentGroups the User is assigned as an Agent.
‘Manager Groups’ Tab
The tab ManagerGroups shows to which ManagerGroups the User is assigned.
Additional User Actions
Clicking the ‘Additional user actions’ button, you get the option to execute several bulk actions on one or more selected Users, including:
- Accept new user
- Reset user
- Delete users
- Create personal mailbox
- Create as Agent
- Allow remote dial through
- Define forwardings
- Delete forwardings
- Define CLI to be used for outgoing calls
- call waiting (camp on busy)
- Enable calendar staus switching
- Enable teams switching
- Define traffic class day
- Define traffic class night
External Users
Externals are users/companies who can log in and work as an external ‘employee’. But it can also be used as an
external address book to search and call them in Cirrus Clients.
Note that User password security must abide the defined Security Policy
Create a new external user
- Click the ‘+Add’ button and the side configuration bar will open on the right of the screen.
- Enter the URI and then the rest of the user's details and click ‘Add’.
- Click on the user's name and the contact information panel will open.
‘Personal’ Settings‘
| URI | Enter a unique identifier for the User, this will be used to logon in various applications and for reports |
| Administrator info | Info field only visable to the admin |
| First Name | Enter the first name of the User |
| Last Name | Enter the last name of the User |
| Display Name | This field is automatically composed when entering the first and last name |
| Security Policy | Select the required Security Policy from the drop down |
| Language | Select which language the External user will use per default |
| Password | Enter a password for the User; Password is optional for an External |
| Password change at first login | Flag if the initial password should be changed at first login; Be aware that Security Policies rules might be applied by the Administrator |
| Info | Add any additional information regarding the User, like a note for temporary employee or working schedule for part-time workers |
| Description | Give a short description for the User |
| Operator Info | This info will be shown to Agents that are member of Groups that are assigned to Routers with Operator queues, when they search for this User. |
| Keywords | If Clients search for these keywords, this User will be returned |
‘Office’ Settings
| Title | Enter the Title of the User; |
| Office name | |
| Office Address | Enter the address of the office. |
| Mobile phonenumber | Enter the Mobile Phone number (E.164 format); If this number is also defined as Remote Extension, then calls from/to this number will show this User as “On the Phone” and the User details will be shown in the contact data of a Client. |
| Faxnumber | Enter the Fax number of the User; |
| Email address | Enter the Email address of the User; |
| IM address | Enter the IM address of the User; only relevant if this user is accessed from other applications via his IM address. Typically, these addresses start with “sip:” |
‘Options’ Settings
| Display restriction level |
Defines which data will not be shown, or if the user will not be shown at all in the Portal and Mobile App (presently unavailable) search, the in the windows Client (except for Operators) (also presently unavailable) and the Supervisor user management. ‘Unrestricted’ shows everything, with every line below fewer data is shown. |
