Users are the people who use the Thulium system. We distinguish between administrators and consultants. The scope of work of agents is determined by queue assignments and permissions.
The agent's primary tool is the Thulium WebSoftphone, with which it can receive and make calls. Handling requests and chats does not require working on the phone. The work of the agents is monitored and reported, which allows administrators or managers to evaluate the efficiency of their work and optimize processes such as sales.
From the Administration tab, select Users → Users.
If you want to add a new user, click the button on the right.
The fields you need to fill in are: First Name, Last Name, Login, Password (it is recommended to generate it) and E-mail. The rest of the data is optional. Note that after entering the data, the login is automatically set to name.surname, but you can change this according to your preference. Using the login and password, the user will log into the system.
Did you know...💡
At Thulium we have support for gravatars. What are gravatars? They are globally recognizable avatars associated with an email address that identifies a person. This allows us to be recognized online, for example, by contributing to discussion forums or writing blog articles. To use such a solution, you need to have an account on the Gravatar website.
If when you add a user in Thulium you enter their email address, which will be associated with the Gravatar application then the photo (image) that is there will be automatically added to the profile.
In case you want a different user avatar instead of a gravatar delete it and upload the file from disk.
Selecting Force user to change password upon next login will allow the agent to change the password to their own, easier to remember.
Selecting Mute microphone for calls by default (WebSoftphone) will cause the microphone to be muted each time a call is made using Thulium Web Softphone.
Auto login with phone support will trigger the selected phone type for the assigned SIP account. In the case of Thulium Web Softphone, this will be a popup with a Start button.
The next step is to assign the user the appropriate roles, i.e. bookmark permissions. By default, you have two roles created in the system - Agent and Admin. You can edit the existing ones or add new roles.
After expanding the Show advanced parameters option, fields appear where you can fill in additional data appearing in notifications and chat. You can also specify:
- Agent internal number: 3-digit number assigned to an agent.
- Mode for outgoing calls: automatic or manual.
- Caller ID: the name the agent will be presented with, it is automatically set to first letter of first name.last name, but you can change it.
- Chat nickname: the name the agent will present to the customer during the chat conversation.
- Default ticket queue: the queue to which messages from customers will be directed.
- E-mail used as ticket sender - you can enter the email address that will be treated as the sender of the request.
In order for the user to be able to make and receive calls, check the option User is agent.
Checking the Allow manual calls to any number option will allow the agent to make a call when the customer's number is clicked and automatically add the agent to the simplified campaign (999999).
After completing the fields, click the button.
You will receive a message that a new user has been added and you will be taken to the user's tab. From here you can edit (e.g. change the login and password) or delete the user.
In the Avatar section you can add your own photo or image, the maximum file size is 8 MB.
In the Authentication section, you have the option to change the user's login and password.
In the System Data section, you can specify the user's permissions (access to tabs) and campaign permissions.
In the Assignments section, you can assign the user to the queues (infoline, chat, and ticketing) they will be handling.
You can see a list of all users (including agents) under Administration → Users →Users.
On the other hand, you can see the list of all agents under Administration → Users → Agents.