# ScreenPop User Onboarding # Setting the Extension If the user is taking over an existing **Extension**, locate that **Extension**, double click on the row and then the row will turn into an editable form. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/rNEimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/rNEimage.png) Once the editable form is shown, update the details for the **Extension**. If the **Extension** was automatically generated as part of the system setup, the **User** will have already been assigned, but if not make sure the **User** matches the **Extension**. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/6wkimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/6wkimage.png) Scroll to the right on the main panel in order to see **Voicemail** related options. The **Voicemail Email** is required for setting up the softphone for screenpops. Click the **Save** button below the row once the editing is done. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/drQimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/drQimage.png) After the above is saved, the last extensions update is to go to the **Additional Extensions Settings** on the right hand side of the page. Scroll down the settings to find the **Phone Make** and **Phone Model**. Set the **Phone Make** to IntellaPhone and IntellaPhone PC should automatically get set. Then save. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/eTRimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/eTRimage.png) Once saved, click on the **Invite Softphone User** button. The user can then follow the directions to get their softphone setup → [IntellaPhone](https://public.intellasoft.net/IntellaPhone) [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/S07image.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/S07image.png) Jump to the below section: **Setting The Agent**. # Creating a New Softphone Extension If Necessary If the user already has a deskphone and needs a softphone, start by selecting their existing **Extension** in the grid. Then click the button **Create SoftPhone User** [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/dFmimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/dFmimage.png) An automatic prefix of 2 is added to the softphone extension. Everything should auto populate and then click **Save** [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/BJWimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/BJWimage.png) After the system creates the softphone, a success message appears. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/CWZimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/CWZimage.png) To refresh the grid, click the double arrow **Refresh** button, then the new softphone will appear in the extensions list [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/zhPimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/zhPimage.png) Then follow the same instructions as the top as if it's an existing extension. Make sure the new softphone extension is selected, edit the row if necessary. Double check the **Additional Extension Settings**, **Phone Make & Model** that they are set to IntellaPhone. Once everything is updated and saved, proceed with the same **Invite Softphone User**. The user can then follow the directions to get their softphone setup → [IntellaPhone](https://public.intellasoft.net/IntellaPhone) # Setting the Agent Navigate to the **Agent Editor** screen. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/Zywimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/Zywimage.png) The **Quick Search** can be used to check if the **Agent** has already been added to the system. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/iNvimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/iNvimage.png) If not found, click **New Agent** button and a form will be shown. Populate all of the highlighted fields below and then save the new **Agent**. Keep in mind as a best practice to ensure that agents have a unique **Agent Pin** number for their logins. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/ZBdimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/ZBdimage.png) Next, using the left navigation sidebar, navigate to **Agent Allocations** [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/fr8image.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/fr8image.png) If you have no **Agent Allocations**, click the **New Agent Allocation** button and a form will be shown. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/9OHimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/9OHimage.png) Populate the highlighted fields and then save the new **Agent Allocation**. **ScreenPops** checkbox is required for the agent to receive screen pops. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/F0yimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/F0yimage.png) Now that the **Agent** is in the system, using the left navigation sidebar, navigate to **Agent Assignments** [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/4ZVimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/4ZVimage.png) First, use the **Select Queue** list selector on the top. The **Quick Search** on the right can be useful to locate the new **Agent**, and then use the green left arrow to add the chosen agent to the **Queue**. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/DUGimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/DUGimage.png) Lastly, test the new login by going to the **Toolbar URL** specifically for your system and then logging in with this **Extension**/**Agent Number**/**Agent Pin** [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/wBNimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/wBNimage.png) # Setting a Manager If there is a need for a **User** to be able to look at **Call History** and **Call Recordings**, then they will need to have a **Portal Account** (which is different than the **Agent Login** that's covered above). Using the left side navigation sidebar, navigate to **Users** [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/MmNimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/MmNimage.png) Then on the center panel, use the **New User** button to create a new **User**. Use the **Quick Search** to determine if there already is a **User** for this person. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/QfIimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/QfIimage.png) In order for a **User** to have access to all **Calls**, they will need the following set: **Department**: admin **Permission Mode**: Exclude **Permissions**: **Call Logs**, **Call Recordings**, **Call Recordings Other** Make sure that **User** and **Password** are both set in the row editor form, as well as **Department**, otherwise the **User** cannot yet be saved [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/HBLimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/HBLimage.png) Scrolling over to the right will be required in order to set the necessary permissions. [![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-08/scaled-1680-/RCGimage.png)](https://public.intellasoft.net/uploads/images/gallery/2024-08/RCGimage.png) There are many possible combinations of access available, including access that restricts users to certain calls. The above is the simplest way to give a user access to all calls in the system.