TTx ShoreTel Training | Director | Session 10 User Groups

This video is a short tutorial on how to configure user groups in ShoreTel Communicator, setting custom permissions for both individual users and groups of users for telephony features, call permissions, and voice mail permissions.


Direct Transcript:

All right, so we’re going to hop in to user groups now, so again under the users subheading we’re going to click on user groups and here’s a list of all the user groups configured in the system. A user group is composed of three main sections or parameters/sets of permission: telephony features, call permissions, and voice mail permissions. So I can click on any one of these and at the top here are those three sets of permissions; this is where we’ll get into some pretty good detail with the features that we are allowing or not allowing users to have. In the middle here is the outgoing trunks (outgoing trunk groups) or dial tone that this particular user group has access to, so if the user is making a phone call and they can’t call out for some unknown reason, one of the first places to check is (outgoing trunk groups) to make sure that they do have access to whatever trunks that are configured in the system, be it analog POTS lines, or PRIs or SIP trunks.

Down towards the bottom here, when we get in to creating and defining both personal and system-wide toolbars for Communicator clients, this is where you can assign those, so every user group is capable of having three customized toolbars assigned to it. So I’m going to go back up here and hop in to COS (class of service) telephony. This drop down box, these are all the different COS (types) for the telephony groups that we have set up, and currently for this audio conference user group, it’s part of the minimally featured class of service for telephony. So I can click on the “go to this class of service” hyperlink, and no matter which one I click on, it’s going to give me the same set of options and I’m pretty much just checking boxes on what features I want them to have access to. Here’s where we can define max call stack depth, so you can define that at the user level but you can also define that at the class of service level. (This option is) how many buddies that you want them to have in the Communicator client, the contacts tab; how many personal contacts you’re allowing them to import from Outlook. So this can be expanded; some users have upwards of several thousand contacts, so you can expand that as well. Again, not going to go through all the different options here, but you can see a pretty customizable list of telephony features that you can allow or not allow based on the different user groups.

Down towards the bottom some of the common ones that you may get questions on are being able to record other’s calls, so users have the ability back up here to allow recording of their own calls, and this is where you can allow them to record another user’s calls if you need to or want to. You’ll notice that for each one of these you’ll have an option for allowing initiation and accepting, so there’s two pieces to each one of these, and you’re allowing the initiation and/or setting the definition of who they can accept the particular permission from. So if I want to be able to “barge in” to someone else’s phone calls, I have to check the allow initiation button. If I am a user that would be barged in on, I would have to be part of a user group that would allow that, either from “all” or maybe from a specific supervisor or user, and that would be defined in the “only from” field. Okay, so again, lots of customization options here within class of service.

So I’m going to go ahead and drop back to the previous screen here, and I’m going to hop in to call permissions. Call permissions is just simply setting what I want to allow them: internal, local, long distance, international etc. And then lastly, the voice mail class of service, and voice mail is defining how long incoming and outgoing message length is, the max messages they can have in their inbox, and some other customizable options specifically in regards to voice mail. You can set a lifespan of voice mail passwords, so after 60 days you could force a user to have to reset their password. You can also force them to clear out their mailbox by deleting saved or unheard, or even heard messages after so many days.

And that is user groups in a very very brief overview.