Salesforce

HYBRID (for ST 14.2) Authorized Contacts

Printable View
« Go Back
Information

HYBRID services (for ST 14.2 GA8 build 19.43.7902.0 and greater) are utilized by Premises ST14.2 customers who perform user management in Director. These services are managed in the Account Portal by trusted people who are referred to as Authorized Contacts. These trusted people can exist inside or outside of an organization, but must be a user who exists in Director and is synced to the Account Portal.

A system administrator or other authorized person initially creates a HYBRID account by accessing the Administration > Connect Services screen in Director and clicks the "HYBRID account" link to enter the required information in the HYBRID registration screen. The information entered in the Contact section of the HYBRID registration screen is used to create the first Authorized Contact, referred to as a "Decision Maker," for the newly created HYBRID account. This Decision Maker is enabled to log into the Account Portal to manage HYBRID services for the users who are synced from Director.

The Decision Maker for a HYBRID account can assign different types of Authorized Contact "roles" to any of the users found in the Users screen of the Account Portal. When you assign an Authorized Contact "role" to a user, you specify what they are enabled to do. These roles provide users with the following:

  • Administrative access via the Account Portal.
  • Rights to discuss sensitive information about your account with Support
  • Ability to make changes or request changes to the account
  • Access to make billing inquiries and changes (Decision Makers and Billing Contacts only)

Table of Contents

Roles
Managing Authorized Contacts in Account Portal
Account Portal Password

Roles

There can be one or more users assigned to each of the roles described below.

Decision Maker (DM)
Phone Manager (PM)
Billing Contact (BC)
Technical Contact (TC)
Emergency Contact (EC)

Decision Maker (DM)

The Decision Maker is a highly trusted person who either created the HYBRID account or was assigned this role by that person. At least one person must be designated as a Decision Maker for an account at all times. Decision Makers have the ability to do the following:

Phone Manager (PM)

The Phone Manager is also a highly trusted person who has most of the responsibilities of a Decision Maker. If no Phone Managers are designated, the responsibilities are assigned to a Decision Maker for the account. Phone Managers have the ability to do the following:

Billing Contact (BC)

The Billing Contact is a trusted person who is responsible for making payments for the HYBRID account. If no Billing Contacts are designated, the responsibilities are assigned to a Decision Maker for the account. Billing Contacts have the ability to do the following:

Technical Contact (TC)

The Technical Contact is usually a network administrator or IT consultant. If no Technical Contacts are designated, the responsibilities are assigned to a Phone Manager or Decision Maker for the account. Technical Contacts have the ability to do the following:

  • Enroll in training classes regarding the network requirements for a deployment.
  • Act as an on-site technical escalation point for implementation and support issues.
  • Log into the Account Portal to view Users synced from Director and Geographic Locations

Emergency Contact (EC)

The Emergency Contact is usually someone involved in the operations of an organization that is on-site at one or more locations. If no Emergency Contacts are designated, the responsibilities are assigned to a Phone Manager or Decision Maker for the account. Emergency Contacts have the ability to do the following:

  • In the absence of a Decision Maker, handle decisions if there is ever an emergency affecting one or more locations.
  • Log into the Account Portal to view Users synced from Director and Geographic Locations

Managing Authorized Contacts in Account Portal

Decision Makers and Phone Managers can view and export a list of all of the authorized contacts for their account in the Authorized Contacts screen, which displays all contacts by role type (Decision Maker, Emergency, Technical, Billing, and Phone Manager).

Decision Makers and Phone Managers can manage Authorized Contact roles from the Roles and Permissions tab of the Personal Information screen. Managing roles includes viewing, adding, and deleting roles, and changing the scope (account or location) of an existing role. For instructions to manage Authorized Contact roles for existing users, see the Roles and Permissions Tab section of the Personal Information article.

To access the Authorized Contacts screen:

  1. Log into Account Portal with email address (username) and password
  2. Navigate to Organization > Account > Authorized Contacts
  3. To view authorized contacts from a specific location, select the desired location from the "All locations" drop-down menu above the toolbar
  4. To show more or less data on the screen, you can click the "Expand all groups" and "Collapse all groups" buttons in the toolbar, and click the + or - symbols next to the role label that begins each section of role types.

Account Portal Password

Accessing the Account Portal at Account Portal requires logging in with your business email address (username) and user password.

Account Portal Password Requirements

  • Must be 8-16 characters in length
  • Must include at least 1 letter, 1 number, and 1 special character (such as !,?,@,#,$,%,&,*,+,-,_,<,> etc.).
  • Must not contain any spaces
  • Must also meet new password strength criteria. (If the Password Strength indicator is red, including 1 capital letter or adding more characters of any type will change the indicator to green.)

Change Your Own Password

Authorized Contacts (Decison Makers and Phone Managers) can change their own or any other user's password by doing the following:

  1. Log into Account Portal with business email address (username) and user password
  2. Navigate to Phone System > Users
  3. Search for the desired user by typing search criteria in the Contact Name, Service/Phone Name, Phone Number, and Email search fields.
  4. Within the row of the desired user, click the user's linked name in the Contact Name column.
  5. In the Contact tab of the Personal Information screen that opens, click the Change Password button.
  6. Enter the new password in the New Password field
  7. Re-enter the new password in the Confirm Password field
  8. If you want the user to receive an email notification, select the check box to the right of "Notify of changes"
    • If you want to send addition email notifications, enter one or more email addresses (separated by commas) in the field below the check box.

Recover Account Portal Password

Go to Account Portal and click the linked text for "reset your Portal password" and follow the on-screen instructions.

Unlock Account Portal Password

For security purposes, a user's Account Portal account will be locked for one hour if anyone makes makes ten unsuccessful log in attempts with the user's business email address (username) and an incorrect user password.

The system will unlock a locked account in one hour. If a user's Account Portal account needs to be unlocked immediately, an Authorized Contact in the user's organization can unlock the account using the steps below:

  1. Log into Account Portal with email address (username) and password
  2. Navigate to Phone System > Users
  3. Search for the desired user by typing search criteria in the Contact Name, Service/Phone Name, Phone Number, and Email search fields.
  4. Right-click within the row of the desired user and select Unlock from the pop-up menu that appears.
    NOTE: The Unlock option is normally disabled and can only be selected during the time when a user is actually locked out of the Account Portal.

If no Decision Maker or Phone Manager is available, you can contact Support.
HYBRID (for ST 14.2) Authorized Contacts
Connect-Authorized-Contacts
Additional Information
Powered by