How Can I Add Users to My Account?

How Can I Add Users to My Account?

The Process for Adding New Users

The option to add new users in the web portal is only available to our team. Only our team can add users or seats since the services that are provided to users for them to use their desktop phones, mobile apps, or desktop apps incur a cost. As with other billable changes, our team can determine how adding a user will affect your bill while also helping to implement this change for your team.

To add new users to your Primecall Account, please contact our team so that it can be done properly. 

Quick Tip: As an alternative to creating a new user, you can recycle old users that you are not using anymore to avoid changing your bill.

Information Needed to Add a User

To make sure your new user(s) are created and configured to fit your needs, our team will need to know…

  • The first and last name to use for the new user.
  • The extension number this user will need.
  • If the user will need a phone registered to its extension.
  • If the user will need a DID (Direct Inward Dialing) number.
  • The Department or Site of the new user.
  • If the new user will need any special time routing or call forwarding.
  • Where the user will be in your business' routing.
    Will this user be present in…
    • An Auto Attendant? If so, which auto attendant and for which option?
    • A Call Queue? If so, which call queue?
    • A special rule for call routing?

Recycle an Obsolete User

If you have an old user that is not being used anymore, you can easily recycle the user to reuse that extension for a new user. This can help you avoid having to add a seat to your bill.

To recycle an old user to save some money…

  1. Navigate to the Users page and select the user needing a recycle.
  2. Visit the Advanced tab in the user's settings and click the Reset User button.
  3. In the Reset User modal, use the checkboxes to select what kind of information should be deleted or changed.
  4. Make sure to select Recycle User to input the new user's information.
  5. Click the Reset button.
  6. Click Reset again on the confirmation message that appears.
  7. In the Recycle User modal, use the boxes to type in the new user's information.
  8. To have the new user set up their voicemail PIN and the password for their web portal, use the Email box to type in the user's email and select Send Welcome Email.
  9. Click the Save button.

    ✔ Now you can go through the new user's settings to further configure their extension, mailbox, and answering rules.

Submit a Request to Add More Users

Once you have decided how you would like your users to be added, next you will need to communicate with our support team to get this change implemented.

There are three ways you can make this kind of request…

  1. Email or call your Project Manager if you are still in the onboarding and installation process.
  2. Give our Technical Support team a call to create a user live with a support specialist.

    NOTE: If this new user will need a phone registered to its extension, it is recommended to call our technical support team since a remote desktop session may be necessary.

  3. Create a support ticket with our Technical Support team using this support site or an email.

Contact Your Project Manager

If you are a new customer that is still working with a dedicated Project Manager, you can email or call your Project Manager to inform them that you intend to add more user(s) to your account.

✔ In that email or call, tell your Project Manager your preferences for your new users so that they can ensure your new users are added and configured to suit your needs.

Call Our Technical Support Team

As a current customer, you can dial 4-3-5-7 (HELP) on a Primecall phone/app or call 844.59PRIME (844.597-7463) to work with a Technical Support specialist live on a call. 

✔ Calling into Technical Support is a good option since you can actively communicate with the specialist as they create your user and put them into your routing. 

Calling into technical support will be necessary if a phone will be registered to this new user's extension.

Create a Support Ticket

If you a current customer, you can easily submit a ticket to our Technical Support team to have a user created without having to call. 

A support ticket can be created by…

  • Clicking Contact Us on this support site and filling out the Submit a Support Ticket form.
  • Emailing support@primecall.com.

✔ When you fill out the online form or email, it is recommended to include your preferences for the new users.

extensionsrecycle usernew useradd a useradd a seatadd an extensioncreate a userrecycle extensionreuse userreuse extension

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