Billing, plans and account · For 3CTel customers
How do I add or remove users?
To add a user, send your 3CTel specialist the person's name, email address and whether they need a desk phone or apps only; an extension and voicemail box are created and the person receives sign-in details. To remove a user, decide where their extension and direct number should go first, then request the removal. Changes to the recurring charge are confirmed in writing before they take effect.
Step by step.
Decide what the user needs
Confirm the person's name, email address, department or ring group, and whether they need a desk phone, a headset with the desktop app, or the mobile app only.
Request the change
Contact your 3CTel specialist or support with the details. In the admin portal you can also open Users → Add User, but a 3CTel specialist can make this change for you.
Choose an extension and direct number
The new user is assigned the next free extension, or a specific one if you prefer. If they need their own direct number, one is added to the request.
Add them to routing
Tell the specialist which ring groups, queues or main menu options should include the new extension so calls reach them from day one.
Confirm and sign in
The change to your recurring charge is confirmed in writing. The user receives sign-in details for the desktop and mobile apps, and any desk phone is provisioned to their extension.
Removing a user cleanly
When someone leaves, the goal is that no caller notices. Before the extension is removed, decide where their direct number and voicemail should point. Common choices are forwarding the number to a colleague, sending it to a shared voicemail box, or playing a short message that gives the new contact.
- Ask for the user's sign-in to be disabled immediately so apps on their personal devices stop working.
- Export or forward any voicemails and recordings you need to keep before the box is deleted.
- Remove the extension from ring groups and queues, otherwise calls may ring a phone nobody answers.
- If they had a desk phone, it can be reassigned to the next person by re-provisioning it.
Shared and temporary users
Not every role needs a personal extension. A reception desk, a warehouse phone or a boardroom can be a shared extension that several people use. Seasonal staff can be added for a period and removed afterwards. Your specialist can help decide which approach keeps the system simple.
Adding or removing users changes the recurring charge on your account. The updated amount is confirmed in writing before the change is applied, so your next invoice matches what you expect.
Related questions.
How quickly can a new user be added?
Creating an extension, voicemail box and app sign-in is usually done the same business day once the details are received. A desk phone shipped to you takes longer because it must be configured and delivered.
Can I keep a departed employee's number active?
Yes. The number can be forwarded to another person, pointed at a shared voicemail box, or answered by the main menu. It stays on your account until you decide to release it.
Can I add users myself in the admin portal?
Admin users can create extensions in the portal under Users. Many customers prefer to send the request to their specialist so that routing, devices and the written confirmation are handled together.
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