Some of the most popular questions among our service users are about employees. While it might seem straightforward, there are many nuances you need to know for successful employee profile creation. Let's break it down step by step.
1. Creating an employee
To add a new manager to the project, you MUST have:
email - employee's email address to grant them access to the service.
Please note:
- email must be unique;
- it cannot be changed after some time. If necessary, the only option is to delete the employee profile and create a new one with a new email;
- employees with .ru email cannot be added.
Full name - first name, last name, and patronymic. You can specify full details or just first name, last name, or label them as manager one/manager two (entered data must be unique). The main thing is that it should be easy for you to identify who is who.
Important! The basic product cost includes 3 workstations. Each additional one will be automatically added to the cost. You can clarify information about cost changes in the support chat.
Step-by-step employee profile creation is described in the article.
2. Access for logging into personal account and Ringostat application
If an employee will use Ringostat Smart Phone on PC for calls, don't forget to mark this during SIP account creation!
2. To be able to use the Ringostat application only on a mobile phone, select only "On phone."
3. If you need to install the application on both PC and mobile phone, create two separate SIP accounts.
4. Does the manager use another application for calls? Then when creating a SIP account, don't mark its use in Ringostat Smart Phone.
When adding an employee profile to the Ringostat system, manager logins and passwords are created for application access.
For authorization in Ringostat Smart Phone, you can use:
Login (email) and password for Ringostat personal account.
Login and password for SIP account.
Authorization through Google account (if email is registered in Ringostat).
If you forgot your Ringostat personal account password, you can recover it via https://app.ringostat.com/uk/login/ through the "Forgot Password" form.
3. Integration connection
If the new manager works in CRM, don't forget to link the Ringostat employee with their CRM profile.
For this, go to integration settings in the "App Marketplace" section.
In the "Employees" section, select the correspondence between managers in CRM and in Ringostat personal account. Save the settings.
4. Call forwarding scheme setup
If the manager uses incoming calls - add them to the necessary forwarding scheme or set up a new one for them.
In the "VirtualPBX" -> "Call forwarding" section, you have the ability to create and edit call forwarding schemes for the project.
Creating and setting up new schemes for receiving incoming calls is described in detail in this article.
If your project's forwarding schemes use Call queue and you need to add a new employee here, follow these instructions:
Go to the "Call queue" section and click "Edit."
In the popup window click on "Configure call queue group members".
Click "Add call group member" and select the needed one from the list. Save settings.
3. Need to add a manager to an IVR menu scheme?
Then go to the "IVR settings" section, select the needed scheme, and click "Edit."
Select "Call forwarding table settings"
Check which schemes are used in IVR, and decide which one to add the manager to.
4. To add an employee to an existing forwarding scheme, go to the "Call forwarding" section, select the needed scheme and block for editing.
In the form that appears, click "Add location" and select the needed one. Save settings.
5. Outbiund call settings
You can configure outgoing communication for a manager by going to the corresponding project section.
1) If you need to assign a separate number for outgoing calls to a manager, this can be done in several steps:
Click "New Rule." In the first tab "For caller," select the account type — SIP or employee.
Then select the needed SIP account or manager from the list.
Choose "Outgoing number" from which the employee will make outgoing calls and click "Add".
2) If one SIP account/employee should call from different numbers considering the direction type, rules can be set up in a few clicks:
In the "Outgoing Communication Settings" section, click "New Rule."
Select the third tab "Combined."
Now choose the type of caller. You can configure for both SIP and employees and departments. (1)
Next, you need to select the direction type (country code) or prefix. (2)
Select a number from the list. (3)
After specifying the direction, select a single outgoing number from the list and click "Add," then "Save" on the outgoing communication settings page.
More details about setting up outgoing communication rules are described in these articles.
If you need to restrict outgoing communication for some managers and leave only the ability to use incoming calls, setting up restrictions is quite simple:
Prohibiting outgoing calls for SIP accounts
In the "Outgoing Communication Settings" section, find the "Prohibit Outgoing Calls for SIP Accounts" block.
Select the needed SIP account from the list. You can select more than one. And save settings.
6. Deleting and Editing Employee Profile
1. Before deleting an operator, we recommend checking if they are assigned as a senior manager in CRM, and if there's a separate forwarding scheme set up for numbers where this specific manager is involved. If necessary, make changes to CRM settings or incoming calls.
To delete a manager, go to the "Employees" section and click "Delete Employee."
2. If you need to edit employee data: add contacts, change internal number or full name, select "Edit."
After going to the employee card, make the necessary changes.
Important! If a manager has left and will be replaced by another, we recommend creating a new profile rather than editing the former employee's data. Why? This is necessary for correct display of information in reports for the new operator and to prevent old data from being pulled up.