Finding Your Way Around
Everything you do in the application happens in the browser, on the admin pages of your company's site. This page shows you how to sign in, what each top-level menu holds, and where to change your own details. Read it first if you are new.
Sign in
- Open the address your administrator gave you, for example
https://crm.example.com/Admin. - Enter your user name or email and your password, and sign in.
- You land on the admin dashboard. The menu is on the left.
Your administrator creates your user and gives you your roles. If you cannot sign in, or you forgot your password, ask your administrator.
The soft phone in the browser extension or Windows app uses the same sign-in as the site. Sign in to the site in the same browser, or inside the Windows app, and the phone is ready.
The admin menu
The menu shows only what your roles allow and what your site has turned on. Two people at the same company can see very different menus. See Roles and permissions for why.
These are the top-level items you are most likely to see:
| Menu | What lives there | Mostly used by |
|---|---|---|
| Interaction Center | The CRM and the contact center: your work, contacts, the live dashboard, voicemail, and the Management screens where the contact center is built. | Agents, supervisors, managers |
| Messaging | The shared text-message Inbox, Broadcasts and message Templates. | Agents, supervisors |
| Reports | Every report, grouped by category. | Supervisors, managers |
| Artificial Intelligence | AI profiles, templates, the AI connections and deployments, knowledge sources, tools, and AI reports. AI profiles your administrator chose to show also appear here as chat pages. | AI content managers, administrators |
| Content | Content items such as pages, and the Import and Export screens for contacts and other records. Administrators also define content types here. | Managers, administrators |
| Design | The site's look, its widgets, and Workflows that automate what happens on events. | Administrators |
| Search | Search indexes, including the indexes the AI uses for knowledge. | Administrators |
| Access Control | Users and Roles. | Administrators |
| Settings | Site-wide settings, such as Contact Center, Communication (the phone and SMS providers) and Artificial Intelligence. | Administrators |
| Tools | Features (turn parts of the product on and off), Recipes, Time Zones and other utilities. | Administrators |
Your site may show other items too, depending on what it uses.
Interaction Center
| Item | What it is for | Learn more |
|---|---|---|
| My workspace | Your live desk as an agent: presence, the queues you are signed in to, incoming offers, the call you are on and your recent work. | Agent workspace |
| Activities | Your own list of work to do. | Activities |
| Contacts | Every contact record. | Contacts |
| Leads, Accounts, Opportunities | Prospects, the companies they belong to, and your deals. Shown when your site uses the CRM. | Leads, accounts and opportunities |
| Live dashboard | The supervisor's real-time view of queues and agents. | Live dashboard |
| Shared voicemail | Voicemail left for a queue rather than for one person. | Voicemail |
| My voicemail greeting | The greeting callers hear when you miss a call. | Voicemail |
| Local DNC Registry | Your company's own do-not-call list. | Do-not-call lists |
| Management | The setup screens, listed below. |
Interaction Center > Management holds the screens managers use to build the contact center:
| Area | Items |
|---|---|
| Work and outreach | Manage Activities, Load Activities, Subject Flows, Dispositions, Campaigns, Campaign Groups, Cadences, Numbers Not In Service |
| CRM lists | Lead Statuses, Lead Sources, Opportunity Stages |
| Numbers and routing | Omnichannel Addresses, Inbound entry points, Queue groups, Queues, Business hours, Voice Media |
| People | Skills, Agent entitlements, Agent states, Extensions |
| Outbound | Dialer Profiles |
The User Manual overview links to the page for each one.
Settings and Tools
Administrators find the site-wide screens here. Features and settings lists them and explains how to turn a feature on.
The soft phone and the agent bar
Agents make and take calls in the soft phone, which runs in the browser extension or the Windows app. While you are signed in to queues, the docked agent bar sits at the bottom of every admin page and pops up when work is offered to you, so you can stay on any page. See Agent workspace.
Your own profile
The user menu at the top right of the admin pages has your own options:
| Option | What it does |
|---|---|
| Profile | Your own details. When your site uses them, this includes your first and last name (which colleagues see instead of your user name) and your time zone. |
| Change Password | Changes your password. You enter your current password first. |
| Log off | Signs you out of the site. |
Your extension number, the queues you may sign in to and your roles are set by your manager or administrator, not on your profile. You can record your own voicemail greeting under Interaction Center > My voicemail greeting.
Search the manual
The search box at the top of any User Manual page searches only the User Manual. Try a screen name, a button label or a word such as wrap-up. The glossary explains the words this manual uses, and troubleshooting answers common "why can't I..." questions.
Next steps
- Roles and permissions: why you see what you see, and how to ask for more access.
- Training paths: a reading list for your job.
- Use cases: end-to-end guides for common goals.