“In this lesson, we’ll learn more about configuring users. We’ll do this by taking a closer look at the user we created in the last session. I’ll just right-click the user, and click Edit.”

“The first thing you’ll see is a set of fields for configuring the user’s name. Response Point uses speech recognition, so that a caller can just say a user’s name, and the call will be routed through to that user automatically. But there are a lot of ways a user’s name might be said, which is why there are a lot of options for naming users.”

“For example, even this user, who only has two fields filled in, could be reached by asking for ‘Robert Brown’ or just ‘Robert.’ But some callers might call this user ‘Mr. Brown,’ so I’ll check ‘Mr.’ as well. Some may also call him ‘Rob,’ so I’ll type that into the nickname field.  And, of course, some may even call him ‘Bob’ so we’d better type that in as well. Now a caller can ask for ‘Rob,’ ‘Bob,’ ‘Mr. Brown,’ ‘Rob Brown,’ ‘Mr. Bob Brown,’ and so forth. And if the user had other titles I could enter them here as well - for example, ‘Dr. Brown’ or ‘Reverend Brown.’”

“Response Point also generates a recording of each user’s name that it uses as part of the speech recognition system. For example, if a caller asks for “Rob,” the system will respond by saying ‘Robert Brown’ before routing the call. It does this so that the caller knows what name was recognized.”

“By default, the recorded name is computer generated.  And for some names, this will be fine, but for others, you may want to record the name yourself, by clicking the Record Name option. Just click Use audio recorded on a phone, and then click Record New. Then if you click Record, the phone will start ringing. When you answer the phone, you’ll hear instructions asking you to record the user’s name after the beep. Just follow the instructions. For this example, the computer-generated speech will be fine.”

“As well as names, there are other useful options on this page. Each user has a password, which they use to access voicemail. If a user forgets their password, you can always reset it back to the default. By the way, the default password is 9-9-9-9. That’s four nines.”

“When a caller calls into the system, they can ask to listen to the company’s phone directory. By default, each user in the system is included in the directory. But you may not always want to do that. For example, you may want the phone directory to only list a handful of users or departments, rather than every single employee, in order to make the list shorter and easier to listen to. In that case, you’d choose the second option for most of your users. External callers can still ask for them and get connected, but their names aren’t listed in the directory. You may also have some users who you don’t want to be accessible to external callers at all. In this case, you would select the third option.”

“By default, every user is given a voicemail box and can listen to messages on their phone. They can also have their voicemail forwarded to their e-mail as an attachment. I’ll cover email configuration in another lesson.”

“Every user also has their own call-handling rules. These fall into two categories. The first deals with how intercom calls are answered. By default, when a user receives an intercom, their microphone is automatically active, so that they can just enter conversation without having to press a button. Some users may be uncomfortable with this, so you have the option to switch this off.”

“Each user also has their own call-forwarding settings. By default, unanswered calls are sent to the user’s voicemail box. But a user may want the call to go to an external number instead - for example, their cell phone number. Or, perhaps to they’d like unanswered calls to go to another user in the system. Whatever call-forwarding settings they choose, if the call is forwarded, the caller will hear a message telling them when a call is forwarded. Some users don’t like this, so you have the option of switching it off.”

“So, let’s recap”:
•    “Because Response Point uses speech recognition to connect callers to your users, you have a lot of options for how you name your users, using nicknames and titles.”
•    “You can decide whether or not you want a user’s name to be listed in the external directory by the speech recognition system.”
•    “Every user gets a voicemail box by default.”
•    “Every user has their own call-handling rules.”

“One final thing to mention is that users can also configure these settings themselves using the Response Point Assistant application, which we’ll learn more about in another lesson.”

“Thanks for watching this lesson, which is part of a series of lessons about using Response Point.”