Manage Employees


User Settings

User Settings

Setting Description
Default Results Per Page Controls how many records appear by default any time the user runs a list search.
Warn to Save on Exit If the user ever exits a screen that requires information to be saved, or posted to the system, it will ask the user if they want to continue without saving. This is often a good setting to use for the first 3-4 weeks users are on the system, to make sure they're remembering to save data to's Web servers.
Click-to-Call Caller ID Use this dropdown to set the Click-to-Call Caller ID to any of four different settings:
  • Company Phone - This setting sets the caller ID to the company-wide override setting, established in the Company Settings area of both and Salesforce.
  • Custom Number - Sets the caller ID to a specific number of the user / admin’s choosing. When selected, a second field opens to the right of the dropdown to input the number.

    IMPORTANT NOTE: For legal compliance, caller ID numbers MUST point to an actual, live telephone number linked to the organization who placed the call. Users / admins who enter a non-compliant number into this field may risk legal repercussions.
  • LocalPresence - Shows the LocalPresence number closest to the call recipient’s location. To receive callbacks on a LocalPresence number, an ACD or IVR must be set up with the LocalPresence number assigned to it, and agents must be assigned and available (if sent to an ACD).
  • Station Phone - This sets the caller ID to be the agent’s actual 10-digit DID from which they doing the calling. Companies use this option primarily if they want call backs to go directly to the agent who made the original contact attempt.
If given permission, employees can change this setting on the fly.
Reports To This is a management hierarchy function. Whoever the user reports to, that person will be able to view the user's data, and access reports involving their activity. If you do not want the user’s manager to view their data (or you are the manager), leave this input field blank.
Call Recording Ratio This sets a system-wide level of call recordings for the user, specified as a ratio. This setting overrides any other call recording ratios specified (like in a Dialer Initiative, for example). This is often used for new employees when managers want to have more visibility into how a user works on the phone. If you're comfortable setting this at the Dialer Initiative level, or you're not worried about getting specific recordings for individual employees, you can leave this setting blank.
Minimum Recording Time Specifies the time in seconds for how long a phone call must last for the Call Recording feature to kick on. Works in conjunction with the Call Recording Ratio setting.
System Identifier Each user has a unique system ID, stored in the database, that connects all of their activity to it. You may not need to use this for anything in particular, but there are other areas of the system that reference it, so be aware. When you hear the term "User ID" in the context of, this is the number we're talking about.

User Security Settings

User Security Settings

Most of the security and access permission settings are located in the bottom half the user profile.

For purposes of this training, we built a demo employee profile that labels common security fields and what they control. Your system may not have these labels, but pay particular attention to the fields, and the security implications.

The four areas as labeled are:

  • Data View Permissions
  • Site Access Permissions
  • Billing and Licensing
  • External Permissions
  • Use the table below to help identify the settings you need, and how to use them.
Data View Permissions NOTE: Remember the basic premise of data view permissions - does the user own, or not own the data in question?
Field Options Description
Corporate User
  • Yes
  • No
Corporate users have the ability to view all data in the system, regardless of ownership. They can specify that they would like to view data owned only by themselves, data owned by others, or a combination of both. Sysadmins and managers should have this option selected.
Team As defined by the SysAdmin.

Default options:
  • Administrative
  • Sales
  • Support
The team designation lets a user see data owned by other members of their team, but not those who don't belong to it. This allows small groups of users to share data with each other, while restricting access to higher level data they don't need to view or manage.
Available Layout Groups As defined by Sysadmin The concepts of Layouts and Layout Groups will be explored in the next section of this guide, but briefly, they control the physical contents, or "layout" of all of the various record objects. Which fields are contained in a record, and their physical orientation are defined by the object type's layout.

This option determines which layout group(s) the user can select when doing their work.
Site Access Permissions Site Access permissions control which tabs the user will see in the LMP, their ability to modify data or make changes to the system.
Field Options Description
Administrator Checkbox
  • Yes
  • No
This option locks or unlocks the user's ability to use the Billing, Page Permission, Layout Group, Employees, and Fields and Labels tools in the Admin tab. Even if the user's Page Permission settings would normally allow them to use these tools, if this option isn't checked they will not have access to them.
Page Permission As defined by the Sysadmin.

Default options:
  • Administrator
  • Power User / Manager
  • Basic User

This setting controls the level of access each individual user has to various site areas. If a user needs access to a specific object tab, and the ability to edit those objects, their Page Permission assignments control that.

Sysadmins can completely restrict access to certain portions of the database, or render them invisible. Page permissions control whether or not a user is allowed to modify data they don't own.

Additional permission settings can be added or modified at any time, but the system comes with three default permission settings:

  • Administrator - Has full and complete access to edit data, as well as full permission to make system-wide changes to any parameters. In most cases, the administrator page permission group is combined with a Corporate User data view permission, meaning that the user can view all data regardless of who is assigned as the owner.
  • Manager / Power User - This level is for employees who need “front line” data access and reports, but don’t need access to the back-end configuration tools. Managers / Power Users can edit and modify all data regardless of ownership (assuming they have permission to see it), and can modify front line activity functions like the dialer and email, but are restricted from the site construction tools outlined earlier.
  • Basic User - The standard entry-level user group. Basic users can only modify data if they own it (whether they can see it or not). Users are typically restricted from all site reports, and usually only have back-end permissions to change their phone number, email address, user name or password, or create personal emails and voice messages.

Best Practices


How To

User Set Up

User Set UP

Adding new users to typically uses the following process:

  1. Create the new user's profile.
  2. Assign the appropriate licenses.
  3. Update the new user's basic employee profile.
  4. Assign data view and site permission levels.
  5. Set up the user's mass email/mass fax capabilities, if any.
  6. Set up the user's dialing rules—number of daily first and second dial attempts, and their call recording ratios, if any.
  7. Set up their external access IP address restrictions, if any.
  8. Add the user to any needed Campaigns, Dialer Initiatives, and ACDs.

Before adding an employee, it’s a very good idea to go into the Billing Information system and make sure you have all of the needed licenses. For instance, if you add an employee without an available LMP license, their profile will be created, but will be deactivated (i.e., marked as "deleted").

Assuming there's an available LMP license, as soon as you add a new user, their account goes active, and you can immediately begin setting up their profile. Refer to the Billing portion of this help guide if you have questions about the licensing process.

To actually add a new employee, or edit an existing one, you would go to:

Administrative tab > Company Settings > Manage Employees > View Employees

This takes you to a listing of all currently active employees.

To view an employee's profile, click hyperlink on their name. To make specific changes, use the Edit button once you're viewing their profile.

However, before setting up new users, take a minute and look at your own user profile. What you'll see should be exactly the same, or very nearly the same, as what you'll see when editing employees.

By default, there's two basic sections, or sub-divisions, within each user's profile. The top half of the profile contains more general, "obvious" contact data—name, phone number, email address, etc.

It may seem trivial, but it's a good idea to make sure every user has this information entered accurately. For example, email templates will often use employee profile data for personalized email signatures. If the data is not entered, it can look unprofessional when an email goes out, but there are holes in the content.

There are also several specific settings in the top area of the user's profile that directly affect their experience with the system. Below in the FAQ section is a table of many of the settings that can be found there.

Change Settings on Multiple Profiles at Once

Changing Settings on Multiple Profiles at Once

You don't have to edit each profile individually. You can also update settings across several profiles at once from the View Employees page. To do this, start by checking the boxes to the left of the names of the employee profiles you'd like to edit. You can check them all at once by clicking the check mar directly under the "Employees View" heading.

Then open the dropdown labeled Mass Update the Following at the bottom of the employees list and choose the setting you wish to edit.

From there, a dialogue box pertaining specifically to the setting you chose will appear.

Use it to select the settings you'd like to apply to the profiles. Then, click the Update Items button to confirm your choices. If needed, repeat this process with other employees and/or settings.

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