Adding New Users

CTM allows an unlimited number of users for each account. Each user has a role that determines their permissions in the account.  Users can access multiple accounts and have different roles in each.  Some user roles can be added to access control groups, which allows for more fine-tuning of what they can access in the account.

For more information on user roles, see the full article here.

Once a user has been added to an account, you can edit their settings to make any necessary changes.  See Managing Users to learn more about how you can edit an existing user in your account.

To add a new user, navigate to Settings > Manage Users > New User. You must enter an email address, first name, last name, and role. You can also configure several optional features, including a profile picture, an agent schedule, and a receiving number.

New User → Add User Details

Authentication → send instructions to the new user

Agent Profile → Profile picture displayed with the user, as well as an association to external services such as Salesforce and Stripe

Agent Contact → preferences for when and how to best reach this agent.

Here, you can enable several settings: 

• Notification Settings 
  • Here, you can override team settings and turn on email notify on missed calls.
• Softphone Settings
  • Here, you can turn on Dial the app phone first, Call Waiting, and adjust the bitrate.
• External Direct Dial Phone Number
  • This is where you can add a receiving number and a dial extension.
• SIP Address
  • You can choose a SIP address or set up a new SIP client here.
• Scheduling
  • Here, you can choose a schedule you've created or add a new schedule.

Assign Role → choose the role for this user within the User

1. Click or scroll to the Assign Role section.  Use the drop-down to select from the following roles for the new user:
   • Administrator (manages all aspects of an account)
   • Billing Manager (may view payment history and printable statements only)
   • Report Manager (manages, reports, and can view or edit the call log)
   • Call Manager (manages the call log only)
   • Call Agent (makes and receives calls, can only view their assigned calls in the call log)
2. Click Save Changes.

If you want your new user to be an Agency Administrator, Agency Billing Manager, or Marketing Manager, you will first need to add them as an administrator, then edit their profile to change their role to the desired role. Please note that this will give them access to the entire agency. 

1. Create a new user using the instructions above, then click or scroll to the Assign Roles section.
2. Click +Add Role and select Agency Administrator.
3. Click Save Changes.

Once a user has been added, activities can be routed to the agent by assigning them to the routing method being used in the account (i.e., Tracking Number Call Routing, Queue, Smart Router, etc.) If you have created access control groups in your account, you can assign your new user to one of those groups.  Agents, call managers, and report managers can be assigned to access control groups.

Adding Users in Bulk

You can add users in bulk by navigating to Settings > Manage Users > New Users.

Add one user per line using the format below. Email, First Name, and Last Name are required. All users added at the same time must have the same User Role, as selected in the Assign Role drop-down. 

Granting Access to an Existing User

If you attempt to add a user that already exists in the system, you will see a message that says, “A user with this email address already exists.”  This message indicates that the user already has an account in the CTM system, but you can still grant them access to your account.

Note that for security reasons, some aspects of a user’s profile can only be edited by the account or agency that originally created the user in CTM. If you are not able to access an aspect of the user’s profile and need to change it, the user may need to contact another account owner or support for assistance.

1. If you receive the message “A user with this email address already exists” while adding a user, click Show User.
2. The user’s profile will be populated with their existing information.  Review everything for accuracy.
3. If the user’s current role is the role you’d like them to have in this account, make sure the correct account names appear in the field.
4. If you need the user to have a different role in this account, click +Add Role and select the role you wish them to use. Make sure the correct account name appears in the field for this role.