Nextiva NEXT - My Settings

Access My Settings

My Settings allows you to manage personal preferences for your NEXT account, including ringtone and notification settings, call preferences, voicemail greetings, password updates, and more.

1. Sign in to NEXT at AI-Powered Cloud Contact Center .

   • Your login credentials are sent from no-reply@nextiva.com when your NEXT user account is created.

2. In the upper-right corner, select your avatar icon. It displays either your initials or the profile image you uploaded.

3. Select My Settings from the dropdown menu.

4. The My Settings page opens. Use the left-hand navigation panel to select the settings you want to manage.

My Settings Areas

Within the My Settings window, you will have many options to choose from via the left hand navigation panel.

Account

Under the Account section, select Profile to view and manage your personal information. This includes your phone number and extension, time zone, language preference, contact details, username, and password. You can also update or remove your avatar photo and add a nickname if you use another name.

• Some fields are locked and cannot be changed because they are part of your account setup.

• Other fields, such as your avatar photo, time zone, and language preference, can be updated.

Edit Your Avatar

1. Under My Settings, select Profile from the left-hand menu.

2. Select Edit Avatar below your avatar circle. The avatar displays either your initials or the profile image you uploaded.

3. Select Add Photo or Change Color.

   1. If you already have a photo uploaded, you will see the options Change Photo or Remove Photo.

4. After making your selection, you may need to refresh NEXT to see the update.

Resetting Your Password

Use this option only if you know your current password. If you do not know your current password, use the Forgot Password option on the NEXT login page.

1. Under My Settings, select Profile from the left-hand menu.

2. Scroll to the Username & Password section.

3. Select Reset Password.

4. A pop-up notification appears at the bottom of the screen.

5. Go to the email address associated with your NEXT account.

6. Open the email and follow the instructions, selecting the Reset your password button included in the message.

Note: The password reset link expires after 24 hours.

CPNI Security PIN and Authorized Users

This section explains how Administrators and authorized team members securely manage CPNI (Customer Proprietary Network Information) permissions within NEXT. The CPNI process ensures that only verified users can speak with Nextiva Support and request account-related changes.

Overview

CPNI in NEXT allows Administrators to maintain a current list of users who are permitted to speak to Nextiva Support, along with their required verification code (Security PIN). All authorized user details and PIN updates are synchronized to Salesforce so Support can validate identities before assisting.

The CPNI workflow covers the following:

• A dedicated Authorized Users list appears on the Company Information page.

• If a Global Administrator exists on the account, they are automatically added to the Authorized Users list and can add other users, including Administrators.

• If a Global Administrator does not exist, Administrators are automatically added to the Authorized Users list and cannot be removed.

• Administrators or Global Administrators can add non-admin users to the Authorized Users list.

• Authorized users who are not administrators set their own Security PIN from My Settings.

• A user is synchronized to Salesforce only after they set their Security PIN in NEXT.

• If a user exists in Salesforce but not in NEXT, NEXT does not create that user automatically.

Who Can Manage Authorized Users

Authorized user management follows Global Administrator rules.

• Global Administrator present

  • The Global Administrator is automatically authorized.

  • The Global Administrator can add other users, including Administrators and non-admin users.

• No Global Administrator present

  • Administrators are automatically authorized.

  • Administrators cannot be removed from the Authorized Users list.

  • Administrators can add non-admin authorized users.

This ensures there is always at least one role on the account that can speak with Support and manage authorization.

Manage Your CPNI Security PIN

Administrators and authorized users can set, view, or update their Security PIN from My Settings. This PIN is required when contacting Nextiva Support for any configuration, billing, or account changes.

Who Can Access the PIN

• Global Administrators and Administrators

  • Can view and edit their own Security PIN.

• Authorized non-admin users

  • Can set, view, and edit their own Security PIN after being added to the Authorized Users list.

• Agents and Supervisors

  • Do not see the Security PIN section unless they are explicitly added as authorized users.

Important

Administrators and Global Administrators are treated differently depending on whether a Global Administrator exists on the account. This behaviour is enforced automatically and cannot be overridden from the UI.

How to Set or Edit Your Security PIN

1. Select your user avatar and open My Settings.

2. In the Profile tab, scroll to the Security PIN section.

   • If no PIN is set, a prompt appears asking you to create one.

   • If a PIN exists, it is hidden to prevent accidental sharing.

3. Select View to reveal your PIN.

4. Select Edit PIN to update it.

5. Enter a 4-digit PIN.

6. Select Save.

Sync Behavior

• Saving a PIN immediately syncs it to Salesforce automatically (one-way sync).

• Updates made in Salesforce do not sync back to NEXT.

• If a sync error occurs, contact Nextiva Support to verify your Salesforce profile.

First-Time Login Behaviour for New Admins

When a new Administrator is added to NEXT:

• They are automatically placed on the Authorized Users list.

• During first login, they are prompted to create their Security PIN.

• Their PIN syncs to Salesforce after successful creation.

If an Administrator is removed:

• Their authorized status is revoked.

• The Salesforce record automatically updates.

• They lose access to the CPNI PIN section in My Settings.

Communication

The Communication section includes settings for Calling, SMS, Video Meetings, Email Signature, and CX Mode.

Calling

The Calling section includes voicemail, call forwarding, call routing, and call recording settings.

Voicemail

In the Voicemail settings, you can enable or disable voicemail greetings, listen to the default greeting, or create a new voicemail greeting.

Create a New Voicemail Greeting

1. Go to My Settings.

2. Select Calling from the left-hand menu.

3. Select Voicemail.

4. Select New Greeting.

5. Choose how you want to create your greeting:

   • Upload a pre-recorded audio file

   • Drag and drop an audio file

   • Record a greeting using your microphone

   • Use Text-to-Speech

6. Follow the prompts and select Save when finished.

Upload a Voicemail Greeting

1. Select Upload.

2. Choose a pre-recorded audio file from your computer. Supported file types include WAV, MP3, and AAC.

3. Enter a Greeting Title.

4. Select Save.

The greeting will appear in your voicemail greeting list.

Upload a Greeting Using Drag and Drop

1. Locate the voicemail greeting file on your computer.

2. Drag the file into the upload area.

3. Enter a Greeting Title.

4. Select Save.

Record a Voicemail Greeting

1. Select the Record button.

2. A five-second countdown appears before recording begins.

3. Record your voicemail greeting.

4. Select Stop when finished.

5. Enter a Greeting Title.

6. Select Save.

You can also download or delete the recording before saving it.

Create a Greeting Using Text-To-Speech

1. Select the Keyboard icon.

2. Enter the message you want your voicemail greeting to say.

3. Choose a voice from the dropdown menu.

4. Select Play Preview to listen to the greeting.

5. Enter a Greeting Title.

6. Select Save.

Change the Default Voicemail Greeting

If you have multiple voicemail greetings saved, you can choose which one is used as the default greeting.

1. Go to My Settings → Calling → Voicemail.

2. Locate the greeting you want to use.

3. Select the ellipsis (⋯) menu next to the greeting.

4. Select Set as Greeting.

The active greeting will display an Active label.

Call Forwarding

Use call forwarding settings to redirect incoming calls to another phone number.

1. Go to My Settings → Calling.

2. Enable the desired Call Forwarding option using the toggle.

3. Enter the phone number where calls should be forwarded.

4. Save the changes.

A confirmation message appears at the bottom of the screen after the update is applied.

Call Routing

Call routing allows you to control how incoming calls are handled.

1. Go to My Settings → Calling.

2. Enable or disable Call Routing using the toggle.

3. Adjust the routing preferences if prompted.

A confirmation message appears at the bottom of the screen after changes are applied.

Call Recording

Call recording controls whether calls are automatically recorded.

1. Go to My Settings → Calling.

2. Enable or disable Call Recording using the toggle.

If call recording is disabled, call transcriptions and AI summaries are also disabled.

A confirmation message appears at the bottom of the screen confirming the change.

Video Meetings

Use this setting to connect your Google Calendar or Microsoft Outlook (Office 365) calendar with NEXT. This integration allows you to schedule and manage video meetings from within the platform.

To enable calendar integration:

1. Go to My Settings.

2. Select Communication.

3. Enable the Google Calendar or Outlook (O365) toggle.

4. Sign in to your selected account to complete the setup.

Note: Calendar integration availability may depend on your account configuration.

Email Signature

Use this section to create or update the email signature used in your messages.

1. Go to My Settings → Communication.

2. Select Email Signature.

3. Enter the text and formatting you want to appear in your signature.

4. Select Save to apply your changes.

Your signature will be included in supported outgoing communications.

CX Mode

The CX Mode settings allow you to configure how incoming engagements are routed and how your workspace behaves when handling customer interactions.

To update CX Mode settings:

1. Go to My Settings → Communication.

2. Select CX Mode.

3. Configure the available options, including:

   • routing preferences for incoming requests

   • channel settings for engagement sources

   • automatic login to CX Mode when signing into NEXT

4. Select Save when finished.

Channels in CX Mode

Within the Channels section, you can control which engagement sources are routed to you.

Channels represent the platforms where incoming conversations originate. These may include messaging channels, shared inboxes, or collaboration spaces used by your team.

In My Inbox, a channel may also refer to a group conversation space where team members collaborate on messages, tickets, or customer interactions.

Important

Before making significant changes to CX Mode settings, check with your Supervisor or Administrator.

Disabling certain channels or inboxes may prevent you from receiving customer messages or internal team communications..

Preferences

The Preferences section includes settings for Notifications, Sound & Audio, and Appearance.

Notifications

Use the Notifications settings to control sound alerts and notification frequency for incoming calls and digital messages.

1. Select the dropdown menus and checkboxes to adjust your notification preferences.

2. Select Play Sound to preview the ringtone.

3. Select Save to apply your changes.

If sound notifications are turned off, you will still receive a notification within NEXT indicating that a new communication has arrived, but no sound will play.

Notification Sound Options

Sound & Audio

Use the Sound & Audio settings to configure the devices used during calls.

You can select the microphone, speakers or headset, notification sounds, ringtone, and DTMF (keypad tone) output device.

1. Choose the desired devices and sound options from the dropdown menus.

2. Select Save to apply your changes.

Appearance

The Appearance setting allows you to control how conversations are displayed in the Shared Inbox.

You can choose whether messages appear aligned to the left or displayed in a chat-style layout where responses appear on opposite sides of the conversation.