Sky User Management

This article provides instructions for Authorized Contacts to manage the users in their organization's Sky phone system.

• NOTE: If you are an Authorized Contact who manages users in a MiCloud phone system, see the MiCloud User Management article.

Table of Contents

Overview
Manage Users
  -  Unlock Password
  -  Reset Password
Add User
Add Services to Users or Profiles
Edit User
Delete User
Reassign User
Swap Profile
Unassigned Profiles and Contacts
Related Topics

Overview

The Users screen in the online Sky Account Portal enables Authorized Contacts who are Decision Makers or Phone Managers to find, view, and perform actions for all of the users that they manage. To better understand how to manage users, please review the following attributes associated with the Sky phone system:

• Phone Profile - Consists of a phone number, a user license, and the associated phone profile settings, which includes all settings configured for the phone number, voicemail system, call screening/call forwarding rules, line buttons, and emergency locations.
• Contact - Consists of personal information, which includes contact information, active services if applicable (type of phone profile, Add-on Features, and other Sky services), and the roles and permissions granted to the contact.
• User - Consists of a Phone Profile plus a Contact.

Manage Users

The Users screen is a tabular formatted grid that enables you to customize your view of data on the screen. You can drag columns to different locations, change column width, and right-click within the column headings area to make selections to show or hide any of the columns of data that are displayed on the screen. 

The following explains how to utilize the functionality available to Authorized Contacts on the Users screen:

1. Log in to Account Portal with business email address (username) and user password.
2. Navigate to Phone System > Users, which opens the Users screen displaying user-related data in the following columns:
   • Contact Name - Displays the contact name associated with the user, which links to the Personal Information screen where you can view and manage contact settings, and view roles and permissions.
   • Service/Phone Name - Displays the name associated with the user's phone profile, which links to the Phone Settings screen where you can view and manage settings related to phone, voicemail, call routing, line buttons, emergency locations, and Time of Day.
   • Phone Number - Displays the Sky phone number associated with the user's profile.
   • Email - Displays the primary email address associated with the user.
   • DM, PM, BC, EC, TC (Authorized Contacts) - Check marks in these columns indicate the Authorized Contact roles that are assigned to a subset of the users.
3. To find a desired user, you can filter your view of data displayed on the screen by doing the following:
   • Users - To find a specific user, type search criteria in the Contact Name, Service/Phone Name, Phone Number, Email, and Search fields (or sort users by clicking any of the column headings).
   • Locations - To view users from a particular location, select the desired address from the "All locations" drop-down menu (located above the column headings).
   • Authorized Contacts - To view users by Authorized Contact role type, click the desired check box below the column headings to view DM (Decision Makers), PM (Phone Managers), BC (Billing Contacts), EC (Emergency Contacts), and TC (Technical Contacts).
4. When you find the desired user, click to highlight the user's row in the tabular screen and then do any of the following:
   • Manage Users - Right-click and select any of the following options in the pop-up menu that appears:
     • Personal Information - Opens the Personal Information screen. See the Personal Information article for more information.
     • Phone Settings - Opens the Phone Settings screen. See the Phone Profile Settings article for more information.
     • Unlock - This option is normally disabled (grayed-out) and can only be selected during the time when a user is actually locked out of the associated phone/voicemail profile. See the Password Management article for more information.
     • Add-on Features - This option is currently not functional.
     • Assign Contact - This option is normally disabled (grayed-out) and can only be selected if the Contact Name column for a user is populated with "Unassigned." See the Unassigned Profiles and Contacts section of this article for more information.
     • Assign Profile - This option is normally disabled (grayed-out) and can only be selected if the Service/Phone Name column for a user is populated with "Unassigned." See the Unassigned Profiles and Contacts section of this article for more information.
     • Reset Password - See the Password Management article for more information.
   • View and Edit Contact Information - Click a linked name in the Contact Name column to open the Contact tab in the Personal Information screen where you can access the following:
     • RingCentral Log In - Provides the following:
       • Username - View (and edit for Decision Makers and Phone Managers). Note that the username is required to log in to the Sky Account Portal to access the Team, Organization, and Phone System menus.
       • Last Log In - Displays the date and time of the last log in.
       • Password - Can be changed by clicking the Change Password button.
     • Contact Information - Displays name, title, email, and phone information associated with the contact.
     • Location - View (and edit for Decision Makers and Phone Managers) the current geographic location address for the selected user or contact. Changing the location here also changes the location of the phone number(s) associated with the user. You can also change a user's location by creating a Support Case to communicate the necessary information to Support so they can perform a "Move User" service order.
     • My Services - Accessible to Decision Makers and account-level Phone Managers to view all of the phone profiles, Add-on Features, and other Sky services that are associated with the selected user.
     • Add a Feature - Accessible to Decision Makers and account-level Phone Managers to add more services to a phone profile associated with the selected user. See the Add Services to Users or Profiles section below for useful related information.
   • View and Manage Roles and Permissions - For Decision Makers and account-level Phone Managers, click a linked name in the Contact Name column to open the Personal Information screen, then click the Roles and Permissions tab to access the following. For more information and instructions, see the Roles and Permissions Tab section of the Personal Information article.
     • Roles - Provides a place to view, add, edit, and delete the Authorized Contact roles associated with the selected contact or user.
     • Permissions - Provides a place to view the Permissions associated with the "Authorized Contact" Role(s) that have been granted to the selected contact or user.
   • View and Manage Notification Preferences - Sky sends notification emails to Decision Makers, Phone Managers, and Billing Contacts when certain types of activities occur within their Sky account. These Authorized Contacts can manage the frequency at which they receive notification emails by selecting the desired value from the associated drop-down menus in the Notification Preferences tab of the Personal Information screen. For more information and instructions, see the Notification Preferences Tab section of the Personal Information article.
   • View and Edit Phone Settings - Click a linked name in the Service/Phone Name column to open the Phone Settings screen where you can access the following settings by tab:
     • Phone tab - See the following settings and related feature articles for more information:
       • Station Label / Internal Caller ID / Outbound Caller ID / Caller ID - See the Phone Profile Identification article for more information.
       • Directory - See the Employee Directory article for more information.
       • Intercom - See the Intercom article for more information.
       • Change Password - See the Password Management article for more information.
       • Time Settings - See the Phone Profile Time Settings article for more information.-Settings.
       • Features - See the Phone Features Settings article for more information.
     • Voicemail tab - For all voicemail features, see the Voicemail Management article for more information.
     • Call Routing tab - For call screening and call routing information, see the Call Screening article. For call forwarding information, see the Call Forwarding article.
     • Line Buttons tab - For managing line buttons, see the Line Button Management article for more information.
     • Emergency Location tab - For managing E911 emergency locations, see the Emergency Registration Locations article for more information.
     • Time of Day tab - See the Time of Day article for more information. (This feature is only available to a limited number of Authorized Contacts who have been enabled to control Time of Day call flow settings from the Time of Day tab.)

Add User

Decision Makers and Phone Managers can add new users and new contacts to their account, which includes the ability to add hardware (new, used, or rental phone) and additional services to the new user or contact. Note that location-based Phone Managers can only add new users or new contacts to their assigned locations. For more information, see our Add User article, which has instructions to Add New User and Add New Contact.

• Note: All new users of the Sky phone system are restricted from dialing international phone numbers by default. Authorized Contacts (Decision Makers and Phone Managers) have the ability to enable international dialing for the users in their Sky account by accessing the Call Restrictions menu in the Features section of the Phone tab. For instructions, see the Call Restrictions section of the Phone Features Settings article.

If you currently make custom configuration requests when adding new users, see our Opening a Support Case article to submit these requests directly to Support.

Add Services to Users or Profiles

Decision Makers and account-level Phone Managers can add new services to an existing user, and in some instances an existing phone profile (without an associated contact). Note that a Managed Profile is required for adding most services. See the Add-on Features and Application Integration Solutions articles for information about the services that can be added to a managed profile.

Add Services to Users - You can add new services to an existing user in the following two ways:

• Add services to an individual user - See the "Add a feature" instructions for Authorized Contacts in the Contact Tab section of the Personal Information article.
• Add one or more users to a service - See the Add-on Features article which provides generic instructions for all services, and links to individual Add-on Features articles with specific instructions for each service.

Add Services to Profiles - To add new services to an existing phone profile that does not have an associated contact (no person, just a phone), see the following subset of Add-on Features articles and follow the "Add Users" instructions in each article (provided the desired service has already been activated):

• Sky On Demand Conferencing
• Sky for Salesforce
• Sky Mobility
• Sky Scribe

Edit User

A "user" is a combination of a "contact" (personal information, active services, roles and permissions) plus a "phone profile" (phone number, user license, and associated settings). Authorized Contacts can edit the contact information, active services, and roles for a user or contact in the Personal Information screen, and edit the phone profile settings for a user or phone profile in the Phone Settings screen. For more information, see the Edit User article.

Delete User

To delete (close) a user or the phone profile associated with a user, an Authorized Contact can create a Support Case to communicate the name, phone number, and email address associated with the existing user or profile to Support. The Account Invoices article provides the Profile Cancellation Policy.

Unassigned Profiles and Contacts

If a phone profile exists without an associated contact, the Contact Name column of the Users screen displays "Unassigned." If a "contact" exists without an associated phone profile, the Service/Phone Name column of the Users screen displays "Unassigned." Adding the missing attribute(s) will make an "Unassigned" phone profile or contact a complete "user."

To assign contact information to an existing phone profile that displays "Unassigned" in the Contact Name column of the Users screen, create a Support Case to communicate the necessary information to Support. You need to provide the missing contact information (name and email address of a new or existing person) to which the existing phone profile should be assigned.

To assign a phone profile to an existing contact that displays "Unassigned" in the Service/Phone Name column of the Users screen, create a Support Case to communicate the necessary information to Support. You need to indicate whether you want a new phone number or the phone number associated with an existing phone profile to be assigned to the existing contact.

Alternatively, if you are an experienced Authorized Contact, you can try using the Assign Contact or Assign Profile instructions below.

Assign Contact

If you have a phone profile and want to assign an existing or new contact to that profile, do the following:

1. In the desired row of the Users screen that displays "Unassigned" in the Contact Name column, right-click the row and select the Assign Contact option.
2. In the Assign Contact dialog that opens, do one of the following:
   • Assign an existing contact - Select the Existing Contact option, type the name of the desired existing contact (who does not have an associated phone profile), and click OK.
   • Assign a new contact - Select the New Contact option, which opens the Add User dialog, add the desired new contact information in each panel, and click Next until you complete the process. For instructions to help guide you, see the "Add New Contact" section of the Add User article.
3. If the steps you performed are successful, "Unassigned" in the Contact Name column is replaced by the name of the contact assigned in the previous step.

Assign Profile

If you have a contact and want to assign an existing or new phone profile to that contact, do the following:

1. In the desired row of the Users screen that displays "Unassigned" in the Service/Phone Name column, right-click the row and select the Assign Profile option.
2. In the Assign Profile dialog that opens, do one of the following:
   • Assign an existing profile - Use the "Select existing profile" menu to select the desired phone profile (that does not have an associated contact) and click OK.
   • Assign a new profile - Select the "add new profile" option, which opens the Add User dialog, add the desired phone profile information in each panel, and click Next until you complete the process. For instructions to help guide you, see steps 6 through 8 in the "Add New User" section of the Add User article.
3. If the steps you performed are successful, "Unassigned" in the Service/Phone Name column is replaced by the name in the Contact Name column that is now associated with the phone profile selected or added in the previous step.