Adding Users
Let's start by adding users to your system. DCDial has 3 user levels: Admin, Manager, and Agent.
Agents (Agent user level) can manage inbound and outbound calls, interact with customers, and respond to inquiries. Supervisors (Manager or Admin user levels) can log in from anywhere to access real-time reports, monitor agent activity, and change system settings. Each level has different user permissions and accessibility which can be further adjusted under the Users page of the Administration tab.
Create User
To add a user:
- Go to the Administration page > Users, and click “Create User”.
- Complete the required fields in the pop-up window.
Agent level users:
When creating an Agent level user, make sure to click on Additional Info at the bottom of the window. Under this section, choose the agent's time zone and create an agent's voicemail if needed. You must also assign a unique extension number for an agent (it can be either any random number or you may already have an extension used in your office). Finally, assign an Internal Webphone or External phone to an agent. Please consider the following characteristics of both phone types to choose which one fits best for your business needs:
- Internal webphone is a softphone used within the DCDial system. Your agents can rely solely on this built-in agent interface. To use our interface all you need is a laptop and an Internet connection. Your agents can work from anywhere at any time.
- External phone might be any outside phone number. A good example of an external phone number is an office phone that an agent might prefer to use. If you select the external phone option, you need to indicate the agent’s external number.
Admin or Manager level users:
For the Manager level users, there are two ways to access DCDial: using email or a user ID. To log in to DCDial with a user ID, disable the email option and enter a unique user ID. If you want to access DCDial with an email, enable the email option and enter a unique email address.
Please note: Admin-level users can access DCDial using a unique email address ONLY.
Finish creating a user by entering a unique extension number and indicating the Admin’s or Manager’s external number.
Upload Agent
Instead of adding agent users individually, you can also upload them in bulk. This option is especially useful when you have a large list of agents. You learn how to do both here: Upload Agent.