Managing Users

The Users section of the Portal for Managers lets you manage everyone in your domain from one place: add, edit, delete and reset users, create ring groups, and add shared contacts. These actions require an admin or "Office Manager" scope.

How to Add a User

Before you start, it helps to have the following on hand:

• First and last name of the new user
• Extension number
• The user's email address
• The MAC address of the phone they will use (optional)
• Their user license

1. Open the PrimeCall Portal at login.primecall.com/portal as Office Manager or above.
2. Click Users in the navigation row at the top.
3. On the right side of the screen, select Add User.
4. Fill out the "Add a User" form:
   • First / Last Name — the user's name.
   • Extension Number — at least three digits, any number from 100–8999 except the reserved numbers below.
   • Department — optional, for organizational purposes only.
   • Site — optional, for multi-location businesses.
   • Email Address — the user's email address.
   • User's Scope — contact PrimeCall to confirm which licenses you have. See User Scopes.
   • Emergency Caller ID — required, set up by PrimeCall. If the user will be at a location or number not in the drop-down, contact PrimeCall to add it to your emergency caller IDs.
   • Enable Voicemail — gives the user a personal voicemail box.
   • Add Phone Extension — activates the extension number you created.
   • Password Option — set a password or leave blank; the user will set their own on first login.
   • Voicemail PIN — the default is 1234 unless changed.
5. Select Add User. The new user is added to the platform.

How to Edit an Existing User

1. Open the Portal as Office Manager or above and click Users.
2. Locate the user and click their name (or the edit button to the right of it).
3. Use the tabs to edit each area:

• Profile — the information entered when the user was created; you can also verify or edit the user's Caller ID here.
• Answering Rules — shows the active default rule and any rules the user created; you can add rules for the user here too.
• Voicemail — enable/disable voicemail, plus inbox options, greetings and email notifications.
• Phones — every device tied to the user (web phone, mobile app, desk phones). For desk phones you can open Button Builder from this tab.
• Advanced — Reset User (assign the extension to someone new), Send Welcome Email (login information for a new user), and Force Password Reset (check the box to email the recovery link).

How to Delete or Reset a User

1. Go to Users and click the user's name.
2. Select the Advanced tab, then Reset User.
3. Review the options. The portal automatically selects deleting the user's voicemail messages, greetings, answering rules and custom contacts. Then:
   • Select Unassign Phone Number if the user has a direct phone number.
   • Select Remove lines from physical phones to unassign their desk phone from the extension.
   • If you're ready to hand the extension to a new user, select Recycle User; otherwise leave it unchecked and choose Reset.
4. After the reset, the extension shows in Users as "setup required". Leave it until a new user takes it over, or delete it completely with the red X to the right of the user.

How to Create a Ring Group

Ring groups ring several extensions at the same time — like a Ring All call queue without all the queue options.

1. Select Add Ring Group on the upper right of the Users page.
2. Give the group a name, an extension, and optionally a department and site.
3. Add the users to include. You can edit how long each user's phone rings.
4. Set the Ring Timeout — how long callers wait before the call forwards on.
5. Choose where unanswered calls go: a user, a user's voicemail, group voicemail, auto attendant, or call queue.
6. Select Add Group.

How to Add a Shared Contact

Shared contacts appear in every user's contact list.

1. Select Shared Contacts on the upper right of the Users screen.
2. Select Add Shared Contact to open the contact form.
3. Fill in the information and click Save — or use the arrow to Save and add another.