What do I need to change if one of my staff leaves our business?
If you have an employee that is due to leave your business, you will need to make the following changes on their service account.
- Change name
- Change email
- Amend CLI
- Generate new passwords
- Configure forwarding
- Amend voicemail settings
This article will guide you in making those changes
Firstly, login to the CloudCall portal as the CloudCall Portal Administrator using one of the links below:
You will be presented with the below screen. Please login using your CloudCall portal administrator details:
Once logged in, click on Service Accounts
In Search, type in the users name and click search, then configure
In the below screenshot, you will see what fields need to be updated.
Change the login name to the service account number, or a generic email like email@example.com
Change first name to Spare WAS
Change last name to the leavers name
(This will help you to identify which account was in use by the leaver if ever required.)
Please note, that when you click on Generate to update the passwords, another window will pop up, like the one below:
(It is important to change these passwords to stop the leaver from accessing their account after they have left. Take a note of the service password if needed, or you could generate a new one when you reuse the account.)
Update the CLI to the service account number, or a company number
Once you have amended the above click Save Changes
On the Information tab scroll down to call settings and select the drop down for Answer Mode
Here, you can configure how you want calls to be routed if the leaver placed calls directly from their service account. (Please note, the timeout option mentioned below can be configured on the call forwarding tab)
Ring, Forward, Voicemail – This is the standard configuration. The service account will ring for the duration of the timeout, then forward to the device you have already configured, finally it will send the call to the service account’s voicemail
Ring then forward – This will ring the service account number for the duration of the starting timeout and then forward to the device that is preconfigured.
Ring then voicemail – It will ring the service account and then send the call to the service accounts voicemail.
Forward then voicemail – It will NOT ring the service account. It will forward the call directly to the forwarding device that is already configured. After reaching the duration on the forwarding timeout, it will send the call to the service account’s voicemail.
Ring Only – It will ring the service account for the duration of the timeout. After which the call will drop as it has no where else to go.
Forward Only- It will forward the call to the configured forwarding device.
Voicemail Only – It will send the call directly to the service account’s voicemail.
Reject – The call will be rejected.
If the leaver was using a desk phone and another person is in the office to answer the phone, then you can select any of the ring options. Alternatively, it is best practice to select the Forward Only option and forward calls directly to another colleague, calling group or campaign.
Once you have made your selection, click Save Changes. If you have selected one of the forwarding options above, please select the Call Forwarding tab on the service account
Ensure that Follow Me is selected
The starting timeout is the amount of seconds you want it to ring the forwarding device for
Add the name and number, then click Add Number (you can add more than one forwarding device)
Finally, click on Save Preferences & Order
Updating voicemail settings
On the Voicemail tab, please update the email address or message storage option
Phone Only – Voicemail is only accessible on the phone.
Email Only – Sends Voicemail to email.
Copy – Sends you a copy of the voicemail via email and is stored on the phone.
Notify – Sends you a notification of a Voicemail.