Nextiva NEXT - Administrator Settings - Edit User Settings

Base User Settings

When editing a user, the sidebar has several sections to manage base user settings and communication preferences.

Profile

Use Profile to review and update the user’s core information and account-level details shown for the user profile.

Channel Access

Use Channel Access to control which communication channels this user can access in NEXT.

1. Select Channel Access.

2. Turn the channel toggles on or off as needed:

   • Calling

   • SMS (text messaging)

   • Live chat

   • Email

   • Social media

3. Select Save.

Note. Channel access controls whether the user can use the channel in the product. CX Mode engagement behavior is managed separately in CX Mode settings.

Channel access in Simple ACD mode

Channel access configuration is available for users in both Simple ACD mode and Advanced ACD mode. Previously, configuring channel participation from the user profile was limited to Advanced ACD mode only.

Admins can now enable or disable individual channels for any user directly from the Channel Access section of their profile, regardless of which ACD mode the account is using. The steps to configure channel access are the same in both modes.

Shared Inboxes

Use Shared inboxes to assign or remove shared inbox access for the user.

1. Select Shared inboxes.

2. In Shared inboxes, search for and select the inboxes you want to assign to the user.

3. To remove an assigned inbox, select the Remove icon (X) on the inbox chip.

4. Select Save.

Cx Mode

Use CX Mode to control whether the user can change their own CX Mode settings, and to set default CX Mode behaviors for that user.

1. Select CX Mode.

2. Configure Allow user to change their CX Mode settings:

   • Turn this on to let the user manage their own CX Mode settings and sign in or out of channels and inboxes.

3. Under General settings, configure:

   • Automatically accept incoming engagements from CX Mode (checkbox)

   • Automatically login to CX Mode when signing into NEXT (checkbox)

   • Default status dropdown (for example, Available)

4. Under Channels, configure which channels the user will be active in when CX Mode is enabled:

   • Select Enable all communications for CX Mode to enable all channels at once.

   • Or select individual channels: Voice, Chat, Email, SMS, Social.

5. Under Shared inboxes, configure which inboxes the user will be active in when CX Mode is enabled.

6. Select Save.

Calling

The Calling section contains multiple user level calling settings. Select Calling to expand the menu, then select the option you want to update:

• Voicemail

• Forwarding

• Call routing

• Call recording

• Monitoring

• Phone numbers

Update the settings in each area as needed, then select Save.

Email Signature

Use Email signature to create or update the user’s email signature.

1. Select Email signature.

2. In the editor, enter the signature content and apply formatting as needed.

3. Select Save.

Managing Multiple Phone Numbers for A User

NEXT now supports assigning more than one phone number to a single user. All assigned numbers ring the same user and can be used for inbound calling and inbound SMS. There is no limit to the number of phone numbers a user can have.

To add or remove numbers:

1. Select Edit user.

2. In the Profile section, locate the Phone Numbers area.

3. Select Add phone number to assign additional numbers.

4. Choose one or more available numbers from the list, then select Save.

5. To remove a number, select the Remove icon next to the phone number, then Save.

Important:

• Each phone number has its own e911 emergency address. If a user has multiple numbers, each retains its own address.

• Toll-free numbers and local DIDs can be assigned as alternate numbers.

• A phone number cannot be shared across multiple users.

• International numbers are not supported in NEXT.

Setting the Default Outgoing Number

If a user has multiple assigned numbers, you must choose which number they will use for outbound calling.

1. Under Communication, select Phone numbers.

2. Open the Default Outgoing Number dropdown.

3. Select the number you want the user to present when placing calls.

4. Select Save.

Outbound voice calls will always use the default outgoing number. Changing this setting does not affect inbound ringing or SMS behaviour.

Sms Behaviour

• Users can send SMS messages from any of their assigned numbers.

• Users can receive SMS messages sent to any assigned number.

• The user selects which number to send from inside the app.

Emergency Address (e911) Information

• Emergency addresses are tied to each phone number, not to the user.

• If a user has multiple assigned numbers, each phone number retains its own emergency address.

• When assigning or modifying numbers, verify that each number has the correct e911 address.

Monitoring (blf)

Busy Lamp Field (BLF) allows an administrator to configure which users a specific employee can monitor from their supported desk phone. When BLF is enabled for a user, their phone will display the status of other monitored users, such as whether they are available or on a call.

This feature is supported on the eight physical phone models listed in the Hard Phone Master List.

Enable Blf Monitoring

1. Select Edit user.

2. Open the Calling section.

3. Select Monitoring.

4. Turn on the Busy Lamp Field (BLF) setting.

Once enabled, you can search for and add users to monitor.

Add Users to Monitor

1. In the Monitoring section, select the option to add users.

2. Search for the user you want to monitor.

3. Select their name to add them to the monitored list.

4. Select Save.

A user can monitor up to 50 other users.

How Blf Appears on the Device

Once BLF is configured and saved:

• Each monitored user appears on the next available line key on the desk phone.

• The device shows simple presence states, such as available or on a call.

• If a device already has local BLF entries set outside of NEXT, they will not be used. BLF entries must be configured in NEXT to appear on the device.

Removing A Monitored User

1. Open Edit user.

2. Select Calling, then Monitoring.

3. Remove the user from the monitored list.

4. Select Save.

Note:

• BLF configuration may cause a device restart depending on the vendor.

• BLF is not supported on unsupported or legacy phone models.

• Monitored users always fill the next available line key in order. Manual reordering is not available in this release.

Call Forward When Unreachable

This forwarding option allows calls to be redirected automatically when a user becomes unreachable. A user is considered unreachable when they are offline, not connected to the internet, or not logged into NEXT.

To configure this setting:

1. Select Edit user.

2. Open the Calling section.

3. Select Forwarding.

4. Find the Call forward when unreachable option.

5. Enable it and enter the phone number where calls should be forwarded.

6. Select Save.

Behaviour

• Calls will forward only when the user is unreachable.

• This setting does not affect normal ringing behaviour when the user is online.

• Any valid external phone number using a +1 format may be used.

• This setting applies to voice calls to the user’s My inbox number and does not change routing for CX tickets or shared inbox conversations.

Interaction with Other Forwarding Rules

Forwarding rules operate independently, but the following order applies:

• Forward all calls takes the highest priority and overrides all other forwarding settings.

• If Forward All is not enabled, Call forward when unreachable applies only when the user cannot be reached due to connectivity or login status.

User Role

NEXT includes a User role designed for customers with productivity or back-office use cases that do not require CX capabilities. This role provides streamlined access to core communication features while removing contact center complexity.

What the User Role Is for

The User role is intended for:

• Back-office staff

• Internal teams

• Productivity-focused users

• Customers who need UCaaS capabilities only

This role delivers a simplified experience without agent or contact center workflows.

Capabilities Available

Users assigned the User role have access to:

• Calling

• Internal Messaging

• Video

Cx Capabilities Disabled

The following CX-specific features are disabled for the User role:

• CX Mode

• Skills assignment

• Ticketing (Read-only access only)

• Contact center workflows

This ensures a clean UCaaS-only experience.

User Home Page

The User role receives a dedicated User Home page that differs from the Agent experience. This landing page is optimized for productivity and does not include agent-specific workflows.

Navigation and settings automatically adapt based on the User role, including:

• Simplified left navigation

• Removal of CX-specific menu items

• Role-appropriate settings visibility

How to Access the User Home Page

Access to the User Home page is role-based. There is no manual option to open this page.

For Administrators

Administrators enable access to the User Home page by assigning the User role.

To enable the User Home page:

1. Go to Administration.

2. Select Users.

3. Create a new user or select an existing user.

4. In the Role field, assign the role User.

5. Save your changes.

No additional configuration is required.

For Users

When a user assigned the User role signs in to NEXT, they are automatically routed to the User Home page.

This page is not accessible to:

• Administrators

• Supervisors

• Agents

unless their role is changed to User.

Shared Inbox Access

The User role can be optionally added to Shared Inboxes. When added, Users can participate in Shared Inbox conversations without enabling full CX capabilities.

Note:

User roles and available capabilities depend on the features included in your plan. Some roles or options may not appear if they are not part of your account entitlements.