Users

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Introduction

Users in Evo Voice are Endpoints which are capable of making and receiving phone calls/chat messages. Some systems refer to this as a Device or an Extension.

In Evo Voice - a User can refer to any of the following things

Creating a User

To create a user, first navigate to the Endpoints section in Evo Voice on the left and then click on New Endpoint > User.

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Field Description
Customer Is this user associated with a customer? E.g. is this an extension for one of your clients
First Name/Last Name Descriptive name fields which will show up in caller ID etc.
Email Address/Password The email/password is used when signing into the App/Soft Phone and also when configuring HostedSuite
Mode There are three modes for users (explained below) Soft Phone, SIP phone, and Flow, unless this user is going to be for a SIP device, set this to Soft Phone

Note Email addresses are globally unique (including admin logins) - if you get an error stating that the specified email address is already in use, this is why.

Once you have specified all your fields, click OK

User Flow

As soon as you have created the new User it is important to assign a Flow to this User.

It is important to note that a User's flow is executed when the user attempts to dial (or chat) out. For example:

  • When the user clicks the Dial button in the app and enters a phone number
  • When a SIP device dials a number
  • When the operator using the HostedSuite console attempts to dial out/transfer

Extensions?

In a lot of PBX systems, you assign a 3, 4, 5, or 6 digit number to a device that is its "extension". When people pick up their phone and dial that number, the extension rings.

Evo voice does NOT work this way by default but it CAN work that way if you want.

Simple User Flow Example

Understanding how User flows work is a critical concept that is more easily understood with an example.

The following example uses some more advanced concepts for Flows but should be easy enough to follow along with. We are going to build a Flow that Says back to the user whatever they tried dialing

Go ahead and create a Flow and call it "Users". Assign this Flow to your new User and then once you have done that go into the Flow editor. You should have a blank flow such as:

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Add a Say node to the Flow and connect it to the Start node such as:

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In the Say Node properties, change from Specific Value to Session Parameter and select "Dialed Number" such as:

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Save this Flow. You can test this flow in a couple different ways:

  1. Sign into the Evo Voice mobile app as the user above
  2. Change the User mode to SIP Phone and configure your SIP device (e.g. Polycom) as shown below
  3. Or you can just skip this and take our word for it

Regardless of whether you test the flow out, the result will be that no matter what the user attempts to dial, the system will just Say back the number they dialed and hang up.

The important point to realize is that a User's flow determines what happens when the user tries dialing something

Realistic User Flow Example

A more realistic user flow would be one that supports extension dialing and also dialing out to the world (e.g. 10 digit dialing)

There is already a recipe for this, so we will just show you the completed Flow here and give an explanation of the pieces

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As you can see in the Flow above, we use the String Match node to compare against what the user dialed, if they dialed 4000, we ring Alex, if they dialed 4001, we ring Patrick, and if they dial anything else, we attempt to connect that to the outside world.

Note It is important to note that you could create a flow that was almost identical to this (including the 4000,4001) but assign it to different users (perhaps in a different Customer) and those users would be able to dial 4000, 4001 as well, but it would ring DIFFERENT users.

Unlike traditional phone systems, "Extensions" can be reused in different flows and nothing will break!

SIP Phones

When a user is configured as a SIP Phone, the SIP tab becomes enabled and shows information similar to the following

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NOTE The password that is used for the SIP device is NOT the same password that you configured earlier when creating the User. You can show the SIP password by clicking the Eyeball at the right of the password field

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Configuring SIP Device

An example configuration for a Polycom is shown below

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Please note that we use the Domain field for all of the SIP server settings (Outbound Proxy, Registrar, etc.)

Assuming that you have all of your fields correct, your SIP device will REGISTER correctly.

e911

To enable emergency dialing on a SIP Phone, please see the dedicated E911 topic.

Troubleshooting SIP Devices

Nothing happens when you dial

  • This is most likely caused by not assigning a Flow to the User Endpoint. Remember, your User's flow determines what happens when the User tries to Dial out.

Device doesn't REGISTER

  • This is usually a password issue. Make sure you are using the password shown on the SIP tab, it is not the same password that you used when creating the user.
  • Another cause for this is that you must enter a fully qualified user name, e.g. user@domain like shown above in the Polycom example.

Flow Mode Users

Flow Mode is a user mode that is not commonly used. Flow Mode works completely different to the way Soft Phone and SIP mode work.

When using Soft Phone and SIP mode, the Flow that is associated with the User (and its settings) are always used when that user dials out. For example, when a SIP phone tries to dial a number or when the app tries dialing something.

Flow Mode is different. Flow Mode users cannot sign in, but rather, they can be called by using the Dial Node and when calling them, the Flow specified for the Flow Mode user is executed.

An example of where this could be used is with an Auto Attendant Flow that also has an extension. Let's say for example that you want to create a call tree that you can dial by number. Your flow might use a Prompt Node to create the tree. By default you can't just pick up your SIP phone and reach that Flow without doing some fancy configuration of the SIP user's flow

With Flow Mode, you can create a new Flow Mode User, assign the Flow to the Auto Attendant and configure it. Now in your main outgoing flow for your SIP/Soft Phone users (as shown above for dialing by extension) if they enter the extension of the Flow Mode User, the Dial Node won't call the Flow Mode User, but rather it will execute the flow assigned to that user.

Another way to think about a Flow Mode User is like a user that has forwarded their phone to the flow assigned to that user. Dialing that user will just execute the Flow with the settings specified on the user.

If this all sounds very complicated, that's OK it is something that you generally do not need to understand and is not commonly used.

Note: When using a Flow Mode user with the Dial Node the Dial Node will redirect the Flow to the first Flow Mode user in the list. This means that if you have more than one user specified in the Dial Node, they will be ignored.