A Guide to Admin & User Management Features

Admin and User Management in VoiceStack gives you full control over how your team is structured, accessed, and managed within the platform. From creating admin roles to configuring agents and defining permissions, these features ensure that the right people have the right level of access.

In this Article

• Admin User in VoiceStack
• User in VoiceStack
• Agents in VoiceStack
• Agent Status
• Additional Options for Calls
• IP Address
• Provisioning Profile
• Practice FAQs
• Potential Opportunity
• Email Notifications
• Location in VoiceStack

Admin User in VoiceStack ▶

An Admin User is an individual who has access to manage and control various system settings. Depending on their role, admin users can perform tasks such as configuring settings, managing other users, and accessing reports.

Admin users play a crucial role in maintaining system organisation, ensuring security, and efficiently managing user access. To learn about the Admin User configuration, refer to Create & Manage Admin Users.

Use Cases

• Assign Report Users to regional managers who only need access to call performance reports.
• Give Admin roles to operations teams to configure phone trees, manage call routing, or monitor agent performance.
• Limit sensitive configurations like Caller ID setup or Agent Provisioning to Super Admins only.

Benefits

• Improves security and control by clearly defining access boundaries.
• Supports role-based access, reducing errors and misconfigurations.
• Streamlines user management across large teams or multi-location setups.
• Helps enforce compliance with data protection and auditing policies.

Tips

• Use consistent naming formats for PMS User IDs for easier integration and management.
• Assign Report-level access to new admins for training purposes before upgrading.
• Revoke access immediately if an admin leaves or changes roles.
• Regularly review admin roles to ensure alignment with organisational responsibilities.

Best Practices

• Maintain a clear naming convention for users.
• Use location-specific roles to avoid cross-location data conflicts.
• Only Super Admins should manage or delete other admin users.
• Set up audit logs to track admin actions (if available).

Example Scenario

Situation: A dental group with 5 clinics wants to assign different roles:

• Clinic Managers should be able to view reports for their locations.
  → Assign the Report role with limited location access.
• Call Center Supervisors need to manage call queues and agent activity.
  → Assign Admin role with access to relevant numbers and locations.
• Head of Operations needs to oversee and configure the full system.
  → Assign Super Admin role with full access.

Result: Streamlined control, secure delegation, and efficient operations.

User in VoiceStack ▶

Creating a User ensures that the individual has secure access to the platform and can then be assigned the appropriate role and permissions based on their responsibilities. Once the user is created, you can designate them as an Agent or Admin according to your organisation’s needs.

To learn how to configure a User, see Manage and Configure Users.

Use Case Scenarios

Scenario	Action
New regional manager joins the team.	Create a user with the Report role and access to their specific branches only.
The front office lead needs to edit call queues.	Update their role to Admin to grant access to routing and queue settings.
Staff member leaves the practice.	Deactivate the user immediately to revoke access to practice data and settings.

Benefits

• View a complete list of all registered users across your organisation.

• Control access levels by assigning specific roles such as Admin or Super Admin.

• Filter your user list by name, email, or location for quick management.

• Assign specific phone numbers and locations to individual team members.

Best Practices & Tips

• Revoke Promptly: Deactivate user access immediately when an employee leaves the practice or changes roles.

• Consistent Naming: Use consistent naming formats for PMS User IDs to ensure seamless integration between VoiceStack and your practice management software.

Agent in VoiceStack ▶

The Agent module enables admins to create and manage agent profiles efficiently. Using this module, admins can assign key attributes such as Extension Number, Caller ID, Device Type, Ring Groups, and Voicemail Box to individual agents. Additionally, admins can monitor agent availability and update configurations to maintain seamless communication.

To understand how to configure an Agent, check out Setting Up Agents in the Admin Dashboard. 

Use Cases

Scenario	Agent Feature Used
Hybrid team members switching desks	Hot Desking
Onboarding a new sales team hire	Create Agent
Updating a user’s extension after a role change	Update Agent
Restructuring support departments	Ring Groups + Device Updates
Removing former employees	Delete Agent

Best Practices

• Regularly audit inactive agents and remove outdated profiles.
• Use Hot Desking to maximise deskphone utilisation in hybrid setups.
• Enable Voicemail to Email for quicker message retrieval.
• Standardise Caller IDs for a consistent patient or client experience.

Benefits

• Streamlined agent management from a central interface
• Reduced setup time for new hires or role transitions
• Enhanced call routing and device flexibility
• Improved operational efficiency for distributed teams
• Better tracking of user activity and permissions

Agent Status ▶

The Agent Status in the VoiceStack Admin App allows administrators to create, configure, and manage custom agent statuses to track agent availability and activity more accurately. These statuses represent different states when agents are not actively handling calls but are on breaks, in meetings, or otherwise occupied. The DND Duration defines how long the agent remains in Do Not Disturb mode when they select this particular status. Once the DND duration expires, the agent can automatically return to an available status. This automation helps ensure agents mark themselves available after breaks.

To learn about managing Agent Status, check out Create and Manage Agent Status in Admin App.

Use Cases

• Break Management: Create statuses like “Lunch Break” or “Coffee Break” with auto-return via DND duration.
• Remote Team Monitoring: Add statuses like “Power/Internet Outage” or “WFH - Unavailable” to track distributed teams.
• Productivity Tracking: Use “In Training” or “In Meeting” statuses to categorise non-call time.
• Custom Workflow Indicators: Add workflow-specific labels like “Following Up with Patient” or “Reviewing Cases.”

Tips

• Use icons and colour codes to visually differentiate statuses.
• Keep status names concise but descriptive (e.g., “Lunch – 45 mins”).
• Set reasonable DND durations to avoid agents being marked unavailable for too long.
• Review and update statuses periodically to remove unused ones.

Benefits

• Enhanced Agent Visibility: Managers can easily view why an agent is unavailable.
• Reduced Manual Errors: Auto-return to available status reduces the risk of missed calls after breaks.
• Customisable for Teams: Each practice or team can have its relevant status types.
• Better Workforce Planning: Helps balance call load and manage team productivity more efficiently.

Best Practices

• Align custom statuses with real-world agent activities and team workflows.
• Train agents to use appropriate statuses consistently.
• Monitor usage data to assess how time is distributed between different statuses.
• Avoid too many similar statuses to maintain clarity and ease of selection.
• Create an “Unavailable – Reason Not Specified” fallback for agents who miss status updates.

Additional Options for Calls ▶

The Additional Options section in the VoiceStack Admin App provides configurable settings for managing internal call ring duration, call park timeout, and music on hold. These settings enhance call-handling efficiency and improve user experience.

To learn how to set up additional options for calls, check out Manage Additional Options for Calls.

Use Cases

• Improve Call Response Efficiency: Reduce unanswered internal calls by adjusting ring duration and missed call thresholds.
• Enhance Caller Experience: Play personalised or branded Music on Hold to reduce perceived wait time.
• Prevent Call Abandonment: Set an appropriate Call Park Timeout to ensure parked calls are retrieved in time.
• Differentiate Internal vs External Calls: Use Internal Call Ringtones to help staff prioritise or distinguish between call types.
• Filter Out Non-Actionable Missed Calls: Use Short Missed Call Thresholds to avoid cluttering logs with missed calls lasting only a few seconds.

Tips

• Ring Duration: Set this between 15–30 seconds, depending on the team’s response behavior—shorter for high-priority teams, longer for general support.
• Park Timeout: Match the timeout value with the typical hold time agents can manage; consider 60–120 seconds for standard response.
• Music on Hold: Choose a calm, branded audio that reflects the practice’s identity. Avoid silence or generic tones.
• Internal Ringtones: Use distinctive tones like chimes or soft buzzes to avoid confusion with customer calls.
• Short Missed Call Threshold: Set it around 2–5 seconds to eliminate accidental hang-ups from reports and dashboards.

Benefits

• Operational Precision: Fine-tuning ring durations and timeouts leads to better call flow and reduced dropped calls.
• Improved Patient Perception: Branded music and fast routing build a more professional image for the practice.
• Efficient Call Tracking: Helps reduce noise in call metrics by ignoring ultra-short missed calls.
• Faster Decision Making: Distinctive ringtones help staff triage calls quicker, improving internal communication.
• Proactive Call Recovery: Parked call timeouts prevent forgotten conversations and enable quicker escalations.

Best Practices

• Review and test Music on Hold files for volume consistency and clarity before uploading.
• Align Ring Duration and Park Timeout with peak call volume patterns to balance efficiency and user experience.
• Enable different ringtones if your team uses shared desks or common areas—this can help identify who the call is for.
• Regularly audit missed call reports and tweak the short call threshold to reduce false alarms.
• Document and communicate the settings to staff so they know what to expect when handling internal and external calls.

IP Address ▶

An IP Address (Internet Protocol Address) is a unique identifier assigned to devices within a network, enabling communication between systems. 

To learn how to set up an IP address, check out Configure IP Address in VoiceStack.

Use Cases

• Multi-location setups: Assign unique IPs to each office for location-based call routing.
• Security control: Only allow agents to access the platform from approved IP ranges.
• Hybrid work setup: Manage trusted home or branch office IPs.

Benefits

• Prevents unauthorised access
• Improves network-level security
• Enhances location-specific configurations for routing or permissions
• Supports compliance and audit trails

Best Practices

• Use clear naming conventions for IP entries (e.g., Boston Office, Remote Agent 1).
• Regularly review and clean up outdated or unused IPs.
• Assign specific ranges to large offices and individual IPs to remote agents.
• Pair IP management with location mapping for seamless call routing.

Tips

• Always verify the exact IP range before entry to avoid misconfiguration.
• If using dynamic IPs, consider using a VPN or static IP reservation.
• When troubleshooting access issues, check the IP mapping first.

Example Scenario

Context: You have agents in three branches—Boston, Florida, and New York—and a few working remotely.

What You Do:

• Create and assign IP ranges to each branch.
• Add individual IPs for remote users.
• Ensure only these IPs can access VoiceStack.

Outcome: Access becomes secure and traceable, and routing is accurate based on agent location.

Provisioning Profile ▶

The Provisioning Profile section in the VoiceStack Admin App is where you can view, set up, and manage agent profiles all in one place.

It shows the status of each agent’s profile — for example, whether it's still being set up ("Pending") or is ready to use ("Done"). This helps you make sure that agents are fully configured before they start taking calls or messages.

Learn about the workflow in How to Set Up Provisioning Profile.

Use Cases

• New Agent Onboarding: Use Auto Provisioning URL to quickly configure profiles with minimal manual input.
• Profile Health Monitoring: Identify incomplete profiles (marked as "Pending") and take corrective actions before disruptions occur.
• Security Management: Instantly reset passwords if an agent’s credentials are compromised.
• Profile Audits: Regularly review profiles to ensure all agents are properly provisioned.

Key Benefits

• Streamlined Onboarding: Auto-provisioning reduces time spent setting up profiles manually.
• Improved Visibility: Central dashboard to view and manage agent profiles and statuses.
• Enhanced Security: Built-in tools to update passwords and detect incomplete setups.
• Operational Efficiency: Ensure all agents are properly configured and ready to engage without delays.

Tips

• Bookmark Auto Provisioning URLs for quick access during onboarding sessions.
• Use "Profile Status" actively—never assign tasks to agents with "Pending" profiles.
• Standardise Naming Conventions across profiles for easier searching and sorting.
• Document Password Change Protocols so agents know when and how to request resets.

Best Practices

• Refresh Profiles Weekly: Keep your provisioning list updated by using the refresh icon regularly.
• Change Password Promptly: If any security concern arises, use the "Change Password" feature immediately.
• Track Onboarding with Status Tags: Monitor the transition of agents from "Pending" to "Done" for accountability.
• Verify Configuration Completion: Before assigning any calls or tasks, ensure the agent profile is in the "Done" state.
• Maintain a Backup List of Agent Credentials (in a secure system) for emergency re-provisioning.

Practice FAQs ▶

The Practice FAQ in the VoiceStack Admin App allows practices to create and manage frequently asked questions (FAQs), which can be referenced by staff or used in automated responses during calls and interactions. These FAQs help provide quick, consistent, and accurate information to patients.

To learn about configuring this feature, check out How to Add Practice FAQs.

Use Cases

• Patient Query Handling: Staff can reference the FAQ during calls to answer common patient questions quickly and accurately.
• Automated Voice/Chat Responses: Use FAQs to power auto-responses in voice assistants or chat systems.
• Multi-location Practices: Customise FAQ content per practice location for relevant and localised information.
• Onboarding & Training: Acts as a knowledge base to help train new front-desk or call center staff.

Key Features

• Location Selection: Create and manage FAQ sets specific to each practice location.
• Sectioned Structure: Organise content into sections like "Payments," "Appointments," or "Insurance."
• Flexible FAQ Types: Use Key-Value Pair format (Q&A) or other supported formats.
• Rich Content Editor: Add multiple text blocks to give detailed answers or instructions.
• Real-time Preview: See exactly how the FAQ will appear before publishing.
• One-click Publish: Easily make changes live with a single Publish button.

Tips

• Keep FAQ entries short and clear for fast staff reference.
• Use section headings that align with your most frequent call topics.
• Regularly review and update FAQs to reflect policy changes or new services.
• Use the Preview pane before publishing to check formatting and flow.
• For consistency, use common templates across locations where possible.

Benefits

• Increased Call Efficiency: Reduces call handling time with ready-to-use responses.
• Improved Accuracy: Staff provide consistent, approved answers to patients.
• Better Patient Experience: Callers receive quick, reliable information without delays.
• Scalable Knowledge Management: Easily adapt FAQ content as your practice grows or changes.
• Enhanced Automation: Integrates well with voice/chatbots to reduce manual effort.

Best Practices

• Assign one or two FAQ managers per location to ensure content is always up to date.
• Use FAQs as a training resource for new hires.
• Always categorise FAQs by topic for quick scanning during live calls.
• Include only verified and frequently needed information to keep the list focused.
• Set a monthly review reminder to audit FAQ accuracy and relevance.

Potential Opportunity ▶

The Potential Opportunity is a feature designed to track and manage leads that did not immediately convert into appointments. This section allows agents to follow up with potential patients, understand the reasons for non-conversion, and take appropriate actions.

To learn how to set up this feature, check out Assign Cards for Potential Opportunity.

Use Cases

• Lead Follow-Up Management: Track calls where a patient expressed interest but didn’t book an appointment—assign follow-up responsibility.
• Sales Opportunity Recovery: Identify and re-engage missed revenue opportunities.
• Team Accountability: Assign clear ownership of follow-ups to ensure no potential patient is lost.
• Practice Performance Optimisation: Analyse conversion drop-offs by location or agent to improve scripts and workflows.
• Priority Queueing: Assign callbacks to top-performing agents using Answered Agent or distribute evenly via Round Robin.

Tips

• Use Answered Agent if personalisation is key—patients often respond better to the person they initially spoke with.
• Use Round Robin for fair load balancing across a large team.
• Keep Card Visibility enabled for transparency so supervisors can monitor and reassign if needed.
• Regularly review unconverted cards to uncover common objections or bottlenecks.
• For multi-location practices, assign agents based on proximity or availability to increase the success rate.

Benefits

• Higher Conversion Rates: Structured follow-up increases the chance of turning inquiries into bookings.
• Improved Agent Productivity: Agents receive focused call-back tasks rather than searching through missed leads.
• Better Patient Experience: Timely follow-ups create trust and reduce the need for patients to reinitiate contact.
• Location-Specific Strategy: Practices can customise follow-up flows by geography, tailoring efforts where needed.
• Reduced Revenue Leakage: Minimises the number of warm leads that go uncontacted or forgotten.

Best Practices

• Assign experienced agents to high-value or sensitive leads.
• Set up dashboards or periodic reminders for agents to follow up on assigned cards.
• Use notes and outcome tracking for each card to improve future engagement strategies.
• Re-evaluate agent assignment logic monthly—switch between Answered Agent and Round Robin based on team performance.
• Integrate with Workflow Rules for automated reminders or alerts if cards remain untouched for a certain period.

Email Notifications ▶

The Email Notifications feature in the VoiceStack Admin App enables administrators to configure and control how users (agents or admins) receive automated notifications. These settings include AI usage alerts and emergency notifications, ensuring the right people are informed at the right time.

To control how agents and admins receive email notifications, check out this article.

Use Cases

• Control AI Communication: Enable or disable AI-generated insights and transcripts for specific users.
• Emergency Alerts: Notify designated team members during system failures, missed SLA alerts, or other urgent conditions.
• Role-based Notification Management: Tailor notification preferences based on user roles—agents, admins, or supervisors.
• Compliance and Privacy: Turn off AI usage notifications for users handling sensitive or regulated data.

Benefits

• Custom Communication: Tailored notifications keep the inbox relevant and prevent information overload.
• Improved Responsiveness: Emergency notifications help ensure quick responses to issues.
• Control & Oversight: Admins maintain control over AI-assisted messaging and sensitive alerts.
• Scalable Management: Easily manage preferences for multiple users in one place.

Best Practices

• Review and update email settings monthly, especially after team changes.
• Enable emergency alerts only for roles that require immediate awareness.
• Document AI opt-out users for compliance tracking.
• Communicate to users what each notification means and why they’re receiving it.
• Cross-check with user roles to align notifications with responsibilities.

Location in VoiceStack ▶

Location feature is one of the most basic building blocks for setting up your practice. You can create and edit locations, customise practice greeting names, set call recording consent, and standardise your practice name in the greeting names for accurate AI summaries.

To learn how to configure locations, check out this article. 

Benefits

• Organised multi-location management: You can manage multiple practice locations from one place.
• Accurate AI summaries and reporting: Standardising practice names in greetings helps the AI correctly identify and tag calls.
• Consistent patient experience: Customising greeting names and call settings ensures every caller hears the right practice name and message, regardless of location.
• Compliance control: Enabling or disabling call recording consent per location ensures you meet legal requirements based on the region.

Support

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