Call Center Software - Users

Users of a software all one of the main stakeholders of the company making that software. In Mekashron, aside from making high quality software, we are also very concerned about users and designing software that can really be used in everyday life by our users. To reach this goal, in Mekashron Call Center Software, we have a separate section that deals with users in the system, their permissions and whatnot. This section of our manual will delve thoroughly into adding and deleting users from the system, setting their permissions and etc. Users are operators and other entities that can work with the software physically. For example, a person who is in charge of entering the monthly paid salary of entities! This person does not necessarily have to have administrative permissions over other entities in the enterprise. Hence, a lower permission could be granted to him/her in order to ensure stability and security.

1 - Getting to the Users Management section

In order to access the Users Management section of the Mekashron Call Center Software, please follow the below steps. We assume you have already installed Mekashron Business Software and have the main screen of the software right in front of you:

1. In the main screen of Mekashron Call Center Software, find the Main menu, highlighted in a red rectangle as shown below:
   
   
   Figure 1.0 - The Main Menu
   
   
2. Please click on the Main menu. You should now see the below list of menu items:
   
   
   Figure 1.1 - The Main Menu after having been clicked
   
   If you are more comfortable with your Keyboard device, you can press ALT+M simultaneously to open the Main menu.
   
   
3. You can now click on the Users sub-menu at which time you will have the Users Management window up and running, as shown below:
   
   
   Figure 1.2 - The Users Management window
   
   If you prefer to use the keyboard, after the Main menu is opened, simply press U on your keyboard.
   
   
   

2 - Quick Tour of the Users Management Window

In this section of the text, we will (quickly) go through various options and menus available in the Users Management window. We will get a real superficial grip over what these optioins are and what they do. Then we will move on to more specific details about each of the options such as how we can add users and etc. First let us have a look at the Users Management window"

Figure 1.3 - The Users Management window

Below is the brief description of each of the options and tabs available in this window:

• Add User: by clicking on this button, you will be asked for the name of a new users. The name will be checked for duplications and if no duplications have occurred, it will be added to the database of users. Also accessible through the CTRL+A shortcut.
• Save: saves the modified settings of the current users. For instance,if you change permissions per user, you will have to save the changes. If you simply close the Users Management window, you will lose your settings. Also accessible through the CTRL+S shortcut.
• Delete: attempts to delete the current user. The "admin" user can not be deleted. You will be confirmed upon your attempt to delete a user. Also accessible through the CTRL+D shortcut.
• Print: prints the information set per user using the default printer device. You will be given a chance to select the printer device manually through the printer dialog in the Windows Operating System.
• The left pane: to the left of the Users Management window, you can see the list of the users available in the system. The default only the "admin" is added to the system.
• User Information tab (in Figure 1.3): allows you to change the password or the permission group of the user. You can also change the user's name in this tab. The "admin" can not have its name changed. In this tab you can see:
  
  
  • Username: is where you can change the user name.
  • Password: is self explanatory. Allows you to set a password for the current user.
  • Permission Group: in an enterprise the number of users who use Mekashron Call Center Software could grow rapidly. Adjusting permission for each of the users manually could be cumbersome. Hence, in Mekashron Call Center Software, you can create permission groups and simply assign a user to that group which will automatically enforce that group's permission levels to the user. We will talk about permissions in details later in this chapter.
    
  
  
• Employee Information tab: is where you can adjust the user's first name, last name, mobile number and etc. This tab is shown below:
  
  
  Figure 1.4 - The Employee Information tab
  
  In this tab you can see:
  
  
  • First Name: allows you to set the users' first name. This field is optional.
  • Last Name: sets the user's last name. This field is optional.
  • Phone: sets the user's phone number. You can enter a valid phone number in this box with dashes if required. This field is optional.
  • Mobile: sets the user's mobile phone number. Valid mobile phone numbers can be entered in this box. This field is optional.
  • Email: allows you to enter the user's email address. This field is optional.
    
  
  
• Inbox tab: the inbox tab, which is depicted below, allows you to change various details of contact for the entity. For example, you can route only specific fax lines to a specific user and also control the email addresses.
  
  
  Figure 1.5 - The Inbox tab
  
  In this tab you can see:
  
  
  • Incoming Faxs tab: in this tab you can route various fax numbers in the system to specific users. For example, assume you have 10 fax lines. You can route one or some of these lines to the current user. You can do this through the Incoming Faxs tab. We will talk about fax numbers later.
  • Incoming Emails tab: In this tab, as shown in Figure 1.5, you can control what email address(es) below to the current user. You can add or remove an email address using the Add or the Remove buttons to the right side of this panel.
    
  
  
• Fields tab: allows you to specify what fields/columns are visibile to the current user in the Entities List window in the main screen of Mekashron Call Center Software
  
  
  Figure 1.6 - The Fields tab
  
  The only set of information available to you in this tab is the list of fields that are globally added to the enterprise. You can read about this more in the Manage Entities Profile chapter. Please note that your custom fields will also appear in this list. If a field is not checked, it will not appear in the Entities List in the main screen of Mekashron Call Center software. For example, if the First Name field is unchecked from the Entities Visible Fields shown in Figure 1.6, the current user will not have that field visible in their Entities List. Also note that the field will not be deleted from the system. It will only be made invisible to the current user:
  
  
  Figure 1.7 - The First Name field made invisible for the "admin" user
  
  The "First Name" field is not invisible for the "admin" user in the Entities List as shown below:
  
  
  Figure 1.8 - Invisible "First Name" field in the Entities List in the main window of Mekashron Call Center Software

Now you must have a rather thorough understanding of all the options and panels/tabs in the Users Management window. We can now move on to more specific subjects such as adding users, deleting them and etc.

3 - Adding Users

In the previous section, we skimmed over how we can add a user to the database and the Mekashron Call Center Software. Here we will go through details about this process. You need to have the Users Management window open in front of you. You can follow these steps to get to the Users Management window. In order to add a user to the database, please follow the below steps:

1. Click on the Add User (contained inside the red rectangle in the below figure) button or simply press CTRL+A on your keyboard:
   
   
   Figure 1.9 - The Add User button in the Users Management window
   
   
2. After having clicked on the Add User button, you will be asked to enter the username to be added to the database:
   
   
   Figure 1.10 - The Add new user box
   
   
3. At this time, you can either enter the new username and click on the OK button or you can click the Cancel button and close this dialog. Assuming that you have entered the name "Vandad" as the new Username, your users list in the Users Management window will change as shown below:
   
   
   Figure 1.11 - The user "Vandad" is now added to the list of users in Mekashron Call Center Software

After knowing how to add users, it is beneficial to also learn how to remove/delete users. In the next chapter, we will talk about deleting users. This chapter will then be followed by our talks about changing users' permissions and then more specific subjects such as routing fax numbers, mails and etc.

4 - Deleting existing users

Once a user is created, you can simply delete the user. Please note that all the settings that are adjusted for that particular user will be deleted from the system and are unrecoverable for the sake of security. Therefore care must be taken once deleting users. You need to have the Users Management window open in front of you. You can follow these steps to get to the Users Management window. In order to delete a user from a database, you can follow the below steps:

1. Click on your chosen user from the left pane of the Users Management window. The "admin" user can not be deleted. Assume you would like to delete the user "Vandad" from the users list:
   
   
   Figure 1.12 - The user "Vandad" is selected in the users list
   
   
2. You can now find the Delete button on top of the window or simply press the CTRL+D buttons on your keyboard simultaneously at which time you will be asked for confirmation as shown below:
   
   
   Figure 1.13 - Delete User Confirmation
   
   
3. Once you decide whether to delete the user, you can either select Yes or No in the dialog box. After you click Yes, the user will be deleted from the data-base along with his/her settings. The option No will take you back to the Users Management window without deleting the user. The below figure shows the Users Management window after having deleted the user "Vandad" from the database:
   
   
   Figure 1.14 - The user "Vandad" is deleted from the users list
   

5 - Setting users' permissions

Each user added to the system can be assigned to a security and permission group. Each group can have its own set of permissions. This is for the sake of saving time. For example, you could have more than hundreds of operators working with Mekashron Call Center software all over your enterprise and in different sectors. Assigning permissions to each and all of these operators could be time consuming and extremely tiring. We have thought about this in advance and come up with a great solution which allows you to create permissions group and assign users to each permission group. After a user is assigned to a permission group, all the permissions given to that permission group will automatically be applied to that user. You need to have the Users Management window open in front of you. You can follow these steps to get to the Users Management window. In order to delete a user from a database, you can follow the below steps. Also note that the "admin" user's permissions can not be changed. Therefore you need to have a non-admin user added to your list. You can read more about adding users in by clicking here.

1. Select a non-admin (any user other than "admin") user from the left side of the Users Management window, as shown below:
   
   
   Figure 1.15 - A non-admin user selected in the users list panel
   
   
2. In the User Information tab to the right panel, find the Permission Group box; marked with the red rectangle in the below figure:
   
   
   Figure 1.16 - The Permission Group box
   
   
3. In the combo-box, you can see that the "Telemarketing Group" permission group has already been added to the list. This group is the one and the only group added to the Permission Groups by default in Mekashron. Now we will try to add our own permission group. To do so, click on the button at which time you will be presented with the Permissions Group dialog box as depicted below:
   
   
   Figure 1.17 - The Permissions Group dialog box
   
   
4. The Group Name edit box will ask for the name of the permission group. For example, you could have a permission group for all the clerks, for all the entities that work in the marketing section and etc. Now we will try to create a permission group for the "Telephone Operators":
   
   
   Figure 1.18 - Telephone Operators Permission Group
   
   
5. You can see two tabs in the Permissions Group window namely GUI and Fields Permissions. The GUI tab will allow you to set permissions to various GUI aspects of the program. To the left of this tab you can see various sectors of the GUI of the Mekashron Call Center software. By clicking on any of these items, you will see the list of items in that sector and you can simply deny permission for this group by unchecking those items or grant permission by leaving them checked or checking them if they are not checked yet. For example, let us assume that the current user ("Vandad") should not have access to functions and buttons available in the User Management window. To do this, we will scroll the list to the left down and click on the Users Management option as shown below:
   
   
   Figure 1.19 - The Users Management sector selected in the GUI tab
   
   
6. You can see the different parts available for this group in the Users Management section. In order to remove the access to these options, simply uncheck all the options or right click on the list to the right and choose Select None, as shown below:
   
   
   Figure 1.20 - Right click popup menu
   
   Intuitively, and in reverse, you can choose the Select All popup menu to select all the options available in the selected sector. After having chosen Select None, the list will look as it is shown below:
   
   
   Figure 1. 21 - All of the fields are unchecked
   
   
7. To save your settings, simply click on the OK button at the bottom of the window as enclosed in the red rectangle in the below shape:
   
   
   Figure 1.22 - Press the OK button to save your settings in the Permissions Group window
   
   
8. You must now have been taken back to the Users Management window. Before saving our settings, let us set a password for the username "Vandad". The password here is set to "mekashron" without the quotation marks. Make sure that you click on the Save button on top left corner of the window to save your settings. Also note that the Permission Group box shows the name of the group that the user "Vandad" has been assigned to:
   
   
   Figure 1.23 - The Telephone Operators permission group
   
   
9. Now let us check our settings and their effect by logging in to the system using the username "Vandad". In order to do so, you will need to close the program and restart it. Now put the new username and password in the Login box. If you are not comfortable with this window, you can read more about it by clicking on this link:
   
   
   Figure 1.24 - The user "Vandad" trying to log into the system
   
   
10. Once the user "Vandad" is logged into the system and opens the User Management window, having been denied access to all buttons in this window, he will see what is depicted below as the User Management window:
    
    
    Figure 1.24.1 - Hidden buttons from the user "Vandad" in the Users Management window
    

Congratulations! You have now successfully changed the permissions of a group and assigned a user to that group. From now on, if you want to add Telephone Operators, you can simply add them to the users and assign them to the Telephone Operators permission group. In the next chapter, we will talk about Employee Information and what you can save per user.

6 - Setting Users' Personal Information

Each user added to the database could have his or her personal information added to the system, such as phone number, fax, email and etc. It is really easy to adjust these settings. You need to have the Users Management window open in front of you. You can follow these steps to get to the Users Management window. In order to adjust these settings, you can follow the below steps:

1. Select the user whose personal information should be adjusted. You can also select the "admin" user. After that, to the right side of the Users Management window, click on the Employee Information tab as shown below (for the user "Vandad"):
   
   
   Figure 1.25 - Employee Information
   
   
2. Various fields in this tab have already been described. Please click here if you have skimmed over them or missed them completely.
3. You can change these values arbitrarily. Make sure you will click on the Save button to the top left hand corner of the window once you are done:
   
   
   Figure 1.26 - Employee Information should be saved using the Save button

That's all there was to personal information of an employee. Next we will talk about the Inbox tab and what we can expect to see in this panel.

7 - Managing Users' Inbox

In the Incoming Faxes section we will learn how to manage incoming faxes and connecting fax lines to Mekashron Call Center Software. However, let us assume we have a main fax line called "Main Fax Line". Now let's start adjusting the Users' Inbox fields. You need to have the Users Management window open in front of you. You can follow these steps to get to the Users Management window. In order to adjust these settings, you can follow the below steps:

1. Select a non-admin user from the users list to the left sde of the Users Management window. Below, the user "Vandad" is selected:
   
   
   Figure 1.27 - The user "Vandad" is selected in the Users list
   
   
2. Now navigate to the "Inbox" tab to the right side of the window where you will see options such as those shown below:
   
   
   Figure 1.28 - The "Inbox" tab selected in the Users Management window
   
   
3. In the Inbox Faxes panel under the Inbox tab you can select which fax lines are routed to this specific user. You could have many fax lines but you could choose which one you would like to route to this specific user. You can right click on this list to either choose none or all of the fax lines that are available:
   
   
   Figure 1.29 - The popup menu after right clicking on the Phone Lines group box
   
   
4. Now you can move to the Incoming Emails tab where you will see the below panel:
   
   
   Figure 1.30 - The Incoming Emails tab
   
   
5. Here we can set what email addresses the user can access. Unlike the Incoming Faxex tab, you here you have to manually add or remove the email addresses manually. For example, by clicking on the Add button, you will be confirmed with the below dialog box:
   
   
   Figure 1.31 - Email address to add
   
   
6. Clicking on the OK button will cause the email address to be added to the Email Accounts group box. Duplication is not checked on email addresses. The below figure shows three email addresses that are added for the current user:
   
   
   Figure 1.32 - Three email addresses chosen for the current user
   
   
7. You can click on the Remove button at any time to remove the selected email address. Let us assume that we would like to delete the "Vandad@Mekashron.com" email address from the list. We will first select this email address and then click on the Remove button. You will not be asked for any confirmation message:
   
   
   Figure 1.33 - The "Vandad@Mekashron.com" email address is removed from the list

Congratulations! You have now learnt every single option in the Users Management window. Please note that in this chapter we talked about materials from various other chapters. You can click on appropriate links provided in this chapter to learn more about these chapters.