Users
Updated at March 7th, 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:
- Only users with ‘System Access’ authorization can add new Users.
- Most companies use Microsoft Active Directory (AD) to manage Users and synchronize them with the UCS system.
- User status in the UCS system can be modified here.
- The ‘Secretary’ authorization 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.
- The ‘Hide External’ button limits the display by hiding External Users.
User Icons
| User has been given Agent access |  |
| User has been given both Agent & Supervisor access |  |
| User has access to a voicemail box |  |
| A newly added User. To remove the icon, click the ‘Accept new user’ button. |  |
| 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
Only with the ‘System Access’ authorization.
- Click the ‘+Add’ button and the side configuration bar will open on the right of the screen.
- Select the user type from the drop-down selection.
- 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 |
| Type | Internal / Guest / External |
| 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 |
| Language | Select which language the User per default will use |
| 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) |
| 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 |
| Password | Enter a password for the User; Password is optional for an External |
| Password change at.. | 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 that logged on using only a phone |
| Operator Info | This information is specific for the operators and only visible to them |
| Keywords | Enter keywords to enable the search feature |
| Backup | Enter the name of the backup for this User; The information is visible in the Clients. This could be the full display name of a person, a phone number of an User or Group, a name of a Group or a name of a Router. The information is used to present a caller the option to be transferred to. |
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 of the User; Keep it empty for a flex employee. E.164 format |
| Office phonenum. 2 | Optionally a second Office phone can be added; |
| Mobile phonenumber | Enter the Mobile Phone number of the User; |
| 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 any instant messaging ids of the user; |
| Secretary | Authorise this User to update profile for other Users; |
| Use as CLI | This number, if not hidden, will be as default, displayed to the outside world for outgoing calls; The number is set based on settings on the server and by the Administrator. |
| CLI to external only | Apply the CLI only to external calls |
| Status | Current status / Edit status |
Home Settings
| 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
| 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 | Record all direct calls for this User; |
| Provisional voice recording | User can confirm to record at any time during the call; The UCS system has started the recording in the background already form the start of the call. Without User’s confirmation, the recording will be not saved. |
| Send voice recording as email | Send the recording per email, only available when one of the two recording options is activated; |
| Call waiting enabled | Place the DDI-call in a (personal) queue when the User is on the phone already; |
| Teams switching enabled |
When enabled, the status will be set accordingly to Microsoft Teams. Switching status by Calendar prevails above this and the status Away is ignored for Agents; |
| 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. |
| Twinning Destination | Alarm a second device for incoming DDI-calls |
| Twinning delay | Delay the alarming with a few seconds |
'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
- The Description and Info fields are visible in UCS Client applications.
- 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.
- The user’s CLI number, office number, mobile number, or the CLI numbers of routers (for agents) can be used as the outgoing identity for calls. The available options for users/agents are configured on the server.
* UCS can be integrated with your company's Active Directory, ensuring centralized user management and updates.
** Users can enable an office hours schedule via the web portal. Outside scheduled hours, the system automatically sets the status to “Out of Office.”
