How Users & Profiles Work¶
Every person who logs in to Daktela is a user. What a user can do is defined by two things:
- User type β the user's fundamental behaviour and which licenses they consume (Contact center, Back office, Cloud Phone, Passive).
- Profiles β one primary profile, plus any number of secondary profiles on top of it. A profile holds both halves of what used to be Accesses and Rights: which modules the user can open and what they may do there, and which content β queues, ticket categories, CRM databases, macros, wallboards β that applies to.
Profiles are reusable sets β you build a handful that match your team roles and assign the same profile to many users, rather than configuring each person from scratch. A secondary profile only ever adds access on top of the primary; it never takes anything away, and it stays until someone removes it.
When you are ready to add someone, follow Onboard a New Agent β it takes you through the steps in the order the system requires.
What Defines a User¶
A user needs an extension and at least one device only if they make or receive calls β see How calls reach a user below.
The Building Blocks¶
| Building block | What it does | Where to set it up |
|---|---|---|
| User types | Fundamental behaviour and license consumption. | Set per user in the user detail |
| Profiles | Which modules a user can open, what they may do there, which queues, categories, CRM and other content that applies to; also dashboard layout and right-panel shortcuts. | Settings β Users β Profiles |
| Agents | The individual user records β identity, password, 2FA, devices, recording, API tokens. | Settings β Users β List of Users |
| AI Coworkers | AI-powered users (chatbots, voicebots, mailbots) managed alongside agents. | Settings β Users β List of Users, AI Coworkers tab |
| Devices & extensions | The phones a user calls from and their internal number. | Settings β Devices |
| Call permissions | Rules limiting which destinations a user may dial. | Settings β Users β Call permissions |
| External users | Limited read-only ticket access for partners, vendors or customers via a separate portal. | Settings β Users β External users |
Two Places to Connect Agents and Queues¶
A queue offers activities to agents based on their profile β never to individual users directly. There are two screens for the same relationship, and they edit the same underlying setting from opposite ends:
- From the profile side β the Queues area of a profile's Access & scope tab lists every queue the profile can use, with Visibility, the log-in type (Manual / Automatic / Fixed), call pickup, see missed and Rank.
- From the queue side β the Agents dialog in Queue Basics lists every profile that can use that queue, with the same log-in type and the same rank value β which this screen still labels Priority. Under either label, 10 is the highest and 0 the lowest.
Info
Both screens assign profiles, not people. To give one person access to a queue, you assign the queue to a profile they hold β everyone holding that profile gets the same queue access. If you need one person to differ, give them their own profile, or attach a secondary profile that adds just that queue.
How Calls Reach a User¶
A user is reachable by their extension β a unique internal number. The extension can ring one or more devices (a Daktela softphone, a hardware SIP phone, a mobile, an MS Teams client). The full explanation, with an example, is in How Devices Work. Users who don't take calls need neither.
Assigning a Type and Profiles to a User¶
You set both in the user detail at Settings β Users β List of Users β edit any user and change their type, their Profile (the primary one) and their Secondary profiles.
- You cannot change a user's type or profiles while they are logged in and ready.
- Cloud Phone users have no profile β see User types.
- When saved, the user immediately behaves according to the new configuration.
- Where the primary and a secondary profile overlap, the more permissive setting usually applies β with a few exceptions, listed in How profiles combine.
Tip
Use the clone feature when adding someone to an existing role: it copies the same type and profiles and adds the new user to all the relations the cloned user belongs to.
Before You Start¶
- Administrator access to the Users module and its sub-modules.
- A picture of your team's roles β each distinct role becomes one profile that you reuse. Roles that differ only by an extra queue or module can share a primary profile and get a secondary one on top.
- The licenses you need are available β check the Licensing module.
- The queues and ticket categories the agents will work already exist (or plan to create them first).
Ready? Continue to Onboard a New Agent.