Organisation: Manage Organisation

Welcome to Organisation Management in Outbound by Enreach. 

Here you can add Teams and Users, grant various roles, and arrange how your Organisation is managed.

Read through the article, or click a link below to get started.

In this article:

• Organisational Hierarchy
• Navigation Page
• Working with Teams and Users
• Adding a Team or User 

Organisational Hierarchy 

Understanding the hierarchy of your Organisation is crucial to understanding who has access to what in Outbound by Enreach. 

Where Teams and Users are placed within the hierarchy determines which Leads they can call, and what information they can view. 

Calling Leads

A User is able to call Leads when the Lead Ownership belongs to either the User themselves, or the Team above the User in the Organisational hierarchy. 

In the image below, this means that if the Lead Ownership of a Lead belongs to Internal Sales Team 1, then, with the correct Campaign Access Role, all Users within that Team are able to call the Lead. 
If the Lead Ownerships is placed on  Dansk Telecom, then all Users and Teams within the Organisation will be able to call the Lead. 
However, if the Lead Ownership is placed on  Internal Sales Team 1, then Users in the Team Internal Sales will not be able to call those Leads, even if they have a Campaign Access Role.

A good rule of thumb is to remember that when calling Leads, look at where the Lead Ownership is granted in the Organisation: 

• You can call Leads with Lead Ownership above you in the hierarchy.
• You cannot call Leads with Lead Ownership below you. 

This is the best way of ensuring that Leads can only be called by the right Teams and Users.

Viewing Leads

Viewing Leads in Lead Admin or statistics Reports is dependent on three factors: where you are placed in the Organisation, Lead Ownership, and whether you have Extended Data Permissions. 

• Organisation and Lead Ownership: If a Lead has Lead Ownership on either your own Team or User, or Teams below you in the hierarchy and you have Extended Data Permissions, then you will be able to view that Lead.
  If a Lead has Lead Ownership placed on Teams or Users above you, then you will not be able to view that Lead.
  
  In the image below, if the Lead Ownership is placed in  Internal Sales Team 1, then the Users in Internal Sales and Diary Managers will not be able to view those Leads in Lead Admin.
• Extended Data Permissions: This type of Permissions enables you to view other Teams below and User's call and search information, providing the Lead Ownership lies with a Team or User on or below your level in the hierarchy.

However, there is a small exception to this rule: if a User was the initial User to process a Lead (calling or editing), their User name will remain on that Lead under the value User Processed By. These Users will be able to view these Leads in Lead Admin or Reports, even if the Lead Ownership is in a Team or User that sits above you in the Organisational hierarchy. 

Navigation Page

To access Manage Organisation, expand the Organisation drop-down menu, and click Manage Organisation. 

Here in the Organisation Management navigation page, you can view and edit your entire Organisation based on Teams and Users. 

To get started, let's take a look at the settings at the top of the screen:

Active allows you to filter your Organisation view by Active or Inactive Teams and Users.

Feature Roles allows to you search and filter your Organisation view by various Feature Roles.

Campaign Access Roles allows you to search your Organisation by Users with certain Campaign Access.

Lead Priority Roles allows you to search your Organisation by Users with Lead Priority. 

Workschedule allows you to filter Users by various Workschedule statuses. 

Use the Search bar to perform a general search of your whole Organisation.

Options allows you to download information about your Organisation in a CSV file to your desktop. 

New allows you to add a New Team or a New User.

Working with Teams and Users

There are several ways to add new Teams or Users.

Click New in the top right side of the navigation page, select New Team or New User, and follow the set-up wizard. 

Alternatively, click the cog icon to the right of your company. Here you can Edit Team, add a New Team, or add a New User within the Team. 

To Disable or Edit certain Users, click the cog icon to the right to select an action. 

To reactivate a disabled User, click the User, check the Activate User box, then click Save. 

To move a User within your Organisation hierarchy, hover your mouse to the left of the checkbox, click and hold the four pointed arrow, and move the User to the desired place. 

Users can only be moved inside the same hierarchical level, and Permissions will need to be defined individually. 

Adding a Team or User

When editing or adding new Users or Teams, a wizard will open, and mandatory fields to complete will be marked with a red asterisk (*).

Click on a heading in the menu to jump to that section, or scroll through to complete the New User details. The options are General Settings, Security, Work Schedule Settings, Personal Data, Feature Permissions, Campaign Permissions, and Settings. 

General Settings

Please note that the options available in General Settings will depend on whether you are adding or editing a User or Team. 

• Name: Enter the name of the User or Team. 
• Lead Ownership Code: Create a unique code or word that will connect the user to a specific group of Leads with the same code or word. If you have uploaded Leads with a Lead Ownership Code, enter the relevant code here. If this field is left empty, the Lead Ownership Code will automatically be the User's Email address.
• Username (Email): Enter the User's Email address. This will be used to login to Outbound by Enreach, and will not be used as an internal username.
• Phone Number (for Email signature): A phone number that will be used in an Agent's Email signature when sending Emails to Leads. 
• Display Phone Number: A phone number that will be displayed to Leads when called from an Agent.
• Country: Select which country the User will place calls to. 
• Feature Roles: Define the specific Feature Roles for the User. 
• Campaign Access Roles: Define which Campaigns the User has access to.
• Lead Priority Role: Assign the User a Lead Priority Role, connecting them to Leads with Lead Priority in an assigned time span in a Project. 
• Call Recording: Toggle between Yes and No to activate Call Recording. Advanced settings can be defined in Campaign Settings. To activate Call Recording, the User needs to log-out and login to Outbound by Enreach.
  Please note that if Call recording is disabled for the User but enabled in Campaign Settings, then calls placed by the User will be recorded. 
• Active: Toggle between Yes and No to set the activity status.

Security

• Email (Forgot Password): If a User forgets their password, an Email will be sent to this address.
• Set password: Choose if you want to set a password for this User now. Toggle to Yes will reveal Password and Repeat Password fields. Toggle to No and the User will receive an Email to set their own password. 
• Password: Enter a password to create a new password, or update an existing password. If the field is left blank, the password will not be updated. 
• Repeat Password: Repeat the new password. 
• MFA Type: Choose whether to enable Multi-Factor Authentication via Email or SMS. Outbound by Enreach will use this an extra security when a User accesses certain functions such as editing Caller ID, and Log in as Another User. 
• Authentication phone number: If MFA is enabled via SMS, authentication codes will be sent to this phone number. 

Work Schedule Settings

In Work Schedule Settings, include additional information about Users that will be available in downloaded TimeTrack Reports.

• Payroll number: Add the User's Payroll number. 
• Employee number: Add the User's Employee number. Both of these will be available in downloaded TimeTrack Reports.

Personal Data

Under Personal data, you have the option of entering personal data of the User you are creating.

Feature Permissions

In Feature Permissions, grant Teams and Users access to certain features in Outbound by Enreach.

Scroll through the list of Features or use the Search Bar, and select the checkbox to the right of the Feature to grant permission. 

Campaign Permissions

In Campaign Permissions, grant Teams and Users access to Campaigns in Outbound by Enreach.

Sort Campaigns between Active and Inactive status using the button, or use the Search bar. 

Check boxes to grant Campaign Permission individually, or check the Project > Campaign box to grant permission to all Campaigns. 

Settings

In Settings, you can further customise the Contact page.

• System Pause: Toggle between Enabled and Disabled to enable an Agent to pause a session in Outbound by Enreach. 

Colour theme: Toggle between Enabled and Disabled to allow the User to change the colour theme. Enabled will allow you to choose between an Original, Greyscale, or Cobalt theme for the Contact page.. 

• Data view mode: Toggle between Enabled and Disabled to allow a User to customise how the Lead Master Data will appear on the Contact Page. Enabled will allow the user to choose between a Standard, Centered, and Compact view.  

When the settings are updated, click  Create to save and create, or Close to exit the wizard without saving.