Question:

• How can an admin switch the user to another extension as the user requests to change extension?

Answer:

• Reassign means providing user a different extension from what he/she was already using
• In order to do so, please follow the steps below:
  1. Click on the Profile icon on the portal > choose Manage Organization
  2. Go to Licenses > click on the extension of the user > unassign the user from that extension
  3. Click on the new extension that you would like to reassign to the user > at the Assign user section, click Manage
  4. Choosethe user > Reassign

Question:

• How can an Admin re-create a deleted user, as the user had left and rejoined the company?

Answer:

• Admins want to recreate an already deleted user, they can simply Create that member again on the portal.

Question:

• The admin would like to move a user to another location within the same building (IP Phone user). How can this be achieved?

Answer:

• To achieve as such, all an admin has to do is to plug out the IP Phone > relocate IP Phone within the building to the desired spot > plug in the IP Phone again. 

Scenario:

• The Admin would like to clear the settings on an extension when assigning extension to another user, so that the other user will start as fresh user with the default configuration.

Question:

• How can an Admin ensure clearing settings of an extension before assigning it to a new user?

Answer:

• Such accessibility is not available on the portal itself. Further details can be provided by contacting Support Team. 

Question:

• How can an Admin check if an account is suspended, and how to unsuspend it?

Answer:

• To check if an account is suspended, try logging into the account and if one can’t log in even after resetting the password, then this may be because the account is suspended. 
• To unsuspend it, contact Support Team to check further details and request unsuspension.

Question:

• How can an Admin have the report for which users in their organization has actually activated and used the service?

Answer:

• By exporting a report for "Answered" in both incoming and outgoing calls in the Call History tab. After that, filter by unique name to list all active users. (At least one outgoing or incoming call will demonstrate that the user has downloaded the app and used the service.)

1. Download Call History with Call Result = Answered from Communication Hub 
2. Open the call history file 
3. At the From Extension column, highlight and then remove duplicates > Now you have the list of users who used to make outgoing calls
4. At the To Extension column, highlight and then remove duplicates > Now you have the list of users who used to receive incoming calls