People Management
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      Adding and Activating a New User in the Contivio Admin Portal

      Contivio Admins can easily add, activate, and assign new users directly from the Admin Portal. This guide walks you through each step — from creating a staff profile to assigning users to queues — and includes important notes and troubleshooting tips

      Step 1: Access the User Management Area

      1. From the Admin Portal Dashboard, select the People icon on the left navigation bar.

      2. Choose Users from sidebar.

      Here you’ll see your existing staff listed by role.

      Step 2: Create a New User

      1. Click New Staff Member.

      2. Complete the required fields:

        • Username: Typically the user’s email address.

        • First Name and Last Name

        • Email Address

        • User Type: Choose Contact Center User (for queue-based agents) or PBX User (for phone-only users who do not take inbound queue calls).

        • (Optional) Time Zone: This affects reporting timestamps for that user only.

      ✅ Minimum Required Fields:
      Username, First Name, Last Name, Email, User Type

      Step 3: Set a Password


      1. Navigate to the Security & Privacy tab.

      2. Enter a temporary password for the new user.

        • Passwords require at least 7 characters.

      3. Click Done to save.

      Step 4: Activate the User

      This step is critical — new users won’t be able to log in until they’re activated.

      1. From the user list, click the small arrow beside their name.

      2. Under Roles, click New Role.

      3. Change the Status from Pending to Active.

      4. Click Up Arrow on far right to save.
        💡 Tip: If a new user reports an “authentication” or “login” error, the first thing to check is whether they’ve been activated.

      Step 5: Assign the User to Queues

      Each user must be assigned to at least one queue to handle inbound calls.

      There are two ways to assign users:

      Option 1: From the User Record

      1. While viewing the user’s profile, scroll to the Queues section.

      2. Click inside the Queue List field, scroll down, and select PBX (this is the minimum required queue).

      3. Click the Up Arrow (↑) icon to save.

      4. Verify that you see the “Saved” notification.

      🔎 Troubleshooting Tip: If a user can’t receive calls or doesn’t appear in queue reports, confirm that the PBX queue assignment saved successfully.

      Option 2: From the Staff-by-Queue View (Recommended)


      This method gives a cleaner, queue-based overview.

      1. In the Users section, open the dropdown in the upper-right corner and select Staff by

         Queue.

      2. Locate the queue you want to manage (e.g., Sales, Support, Accounting).

      3. Click Add Agent, find the user, by scrolling or typing in seach bar.

      4. Click the Add Agent icon.

      5. To remove a user, hover over their name and click the Trash icon.

      ✅ Statuses:

      • 🟢 Green = Logged in and available

      • 🔴 Red = Busy or on a call

      • ⚪ Gray = Not logged in

      💡 Tip: If a new user doesn’t appear in this list, check that their status is Active (see Step 4).

      Step 6: Confirm Login Information

      When ready for the user to log in:

      1. Provide them with:

        • Their Username (usually email)

        • Their Password

        • Your team’s Verification Code (found in the bottom-right corner of the Admin Dashboard)

      2. Have them download and sign in to the Contivio softphone or browser app.

      Optional Settings (Advanced)

      From the Phone tab within a user’s profile, you can also:

      • Set Call Recording and AI Profiles (opt-in or opt-out of AI analysis or CRM updates)

      • Enable Call Waiting

      • Configure Outbound Caller ID

      • Add a Personal Phone Number (for direct dial)

      • Enable Voicemail Notifications via email

      Summary

      Step Action Key Notes
      1 Open People → Users Access staff directory
      2 Add a new staff member Username, name, email, user type
      3 Set password Required for login
      4 Activate user Must switch from Pending → Active
      5 Assign queues Via user record or staff-by-queue view
      6 Provide login info Include verification code and credentials

      Common Troubleshooting

      Issue Likely Cause Fix
      User can’t log in Account still Pending Activate user (Step 4)
      User doesn’t show in queue list Not yet activated Activate, then refresh queue view
      User can’t receive calls Not assigned to PBX or primary queue Assign at least PBX
      Login verification error Incorrect code Copy from Admin Dashboard bottom-right

      Next Steps

      Once users are active and assigned, they’ll be able to:

      • Receive inbound calls from assigned queues

      • Place outbound calls

      • Get CRM screen pops (if integrated with NetSuite or another CRM)

      • Access personal voicemail and call recordings