□ Any new user will be assigned at least the Agent role, with which the user will be able to access the Aircall apps to make and receive calls. They only have full access to the Aircall Apps, and to their call recordings. ⚠️ Please note these users only have reading access to the Roles section.Īgent: this role should be assigned to those users who need to be making and receiving calls. Users with this role have full access, edit, and data export permissions for Analytics (Stats, Analytics+, Call History, Activity Feed, Monitoring), Call Settings, and to calls recordings. Supervisor: this role should be assigned to users only needing to supervise and report on the team's performance. However, they do not have the rights to assign users to the Owner role, as only Owners are able to edit and assign Owner roles. ⚠️ Please note that these users have extensive permissions on Roles editing by being able to edit and create other Admin, Supervisor or Agent users. These users will have full access, edit, and data export permissions for Numbers, Users, Teams, Analytics (Stats, Analytics+, Call History, Activity Feed, Monitoring), Call Settings, Integrations, and calls recordings. ⚠️ Please note that these users will have limited permissions for Roles editing, only being able to create and edit other Owner users.Īdmin: this role should be assigned to those users needing to manage numbers, calls distribution, users, and oversee teams performance. These users will have full access and edit permissions to the company plan, billing information, and user management. Owner: this role should be assigned to those users who need to manage users’ access, and company sensitive information like billing info and plan details. There are four Dashboard User roles in Aircall that can be assigned to your organization users based on what Dashboard sections and rights they need to perform their job: If you are new to Aircall, be sure to consult our network and system requirements guide to make sure that you're in tip-top shape before reaching out.What do I need to know about Aircall User Roles? This will be organized between you and a member of our Technical Team at a time most convenient for you. If we are not able to solve the issue for you straight away, we may also ask to organize a screen-sharing session with you so that we can resolve the issue faster. Where are you located in the world? Are you using a home network setup? The name of your Aircall account or email login to Aircall.Īre you new to Aircall and having a hard time with configuration? We can help get you set you up with our Onboarding team if necessary. Unique call examples (call UUID number- at least 3)įinally, be sure to tell us who you are! We will need: Is it just you experiencing the issue, or are your colleagues also having the same issue?Īre you able to send any helpful visuals? What is the exact behavior of the issue at hand? Be sure to provide us with as many details as possible (phone application issue, call quality troubles, calls not logging into your CRM, etc.)ĭo you see or hear any error messages in your Phone application? What information should I include when I submit my ticket? In order to help you as quickly and efficiently as possible, we’ll need you to gather as much information as possible from the start. □ Before you send over a ticket, be sure that you have cleared your browser or application cache as this can solve certain basic issues. Here is a quick guide on retrieving the call UUID. The first thing you’ll need to do is to collect the call examples to send to our support team. If you would like to speak with our Support in either Spanish or German, please raise a ticket or reach out by phone.įrom the Phone application, click on your User Icon in the lower right-hand corner to open up Settings. ⚠️ Please note that chats are not currently supported in Spanish or German, and all Spanish/German chats will be redirected to our English chat. ⚠️ Please note: with Aircall's Support Portal, only Aircall Users/Admins will be able to access old tickets and create new ones.Īs a customer, you can access our Live Chat from either the Dashboard (if you are an Admin) or through the Aircall Phone application in the Help & Support section.įor English, the chat is open Monday through Friday, 24/5.įor French, the chat is open from 9 a.m. If you require technical, number porting/purchase, or billing assistance, please submit a ticket at /hc/en-gb. If you have a problem, let us know - we are here to help! Aircall aims to provide a perfect Phone system, but we understand that questions/problems might arise.
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