Users and roles

This page covers the operational flow of user management in SIVO. For the detailed permission model, see RBAC.

User types

SIVO has 5 base roles:

Role	For who
agent	The operator handling calls from the softphone.
supervisor	Who monitors the live wallboard, listens in, forces pauses.
admin	Who configures the tenant: agents, queues, IVR, policies.
viewer	Read-only access (typical for auditors, finance).
superadmin	Cross-tenant support from the SIVO team. Not assignable by you.

Create a user

1. Settings → Users → + New user.
2. Fill in:
   • Email (login).
   • Full name.
   • SIP extension (3-5 digits, e.g. 1005). Must be unique within your tenant.
   • Role from the menu.
   • Preferred language (es/en/de/fr/it/pt).
3. SIVO generates a temporary password and sends a welcome email with a one-time link for the user to set their own password.

Assign to queues

Once an agent is created, assign them to one or more queues:

1. Settings → Queues → select a queue → Members.
2. Click + Add and pick the agent.
3. Configure:
   • Tier: priority (1 = primary, 2 = backup…). Calls go to tier 1 first.
   • Level: sub-priority within the same tier (round-robin rotation).

An agent can be in multiple queues at once with different tiers in each.

Pause policy

When an agent presses “Pause” on their softphone, they pick a reason. To define them:

1. Settings → Pause reasons → + New.
2. Fill in name (e.g. Lunch), category (Personal, Operational, Training), color.
3. Decide if the pause is productive (counts within occupancy) or non-productive.

Distributions by reason and per-agent times appear in reports to help with headcount sizing.

Assign DIDs as caller ID

An agent making outbound calls can have one or more DIDs as caller ID. Useful if they work for multiple brands or regions.

1. Settings → DIDs → your number → Authorized agents → add the agent.
2. In their softphone, the agent sees a selector to choose which DID to call from.

Force logout

If a user leaves the company or loses a device:

1. Settings → Users → the user → Active sessions.
2. Click “Close all sessions”. Active JWTs are invalidated (Redis blacklist) and they must log in again.

To fully deactivate the user: Settings → Users → Deactivate. The SIP extension is freed, past calls remain visible in CDR with the user’s name.

MFA

MFA (TOTP) is mandatory for admin and superadmin roles. To enable it for other users:

1. Settings → Security → MFA mandatory for → tick the roles.
2. On their next login, affected users are guided through TOTP setup (Google Authenticator, Authy, 1Password, etc.).

Backup codes are generated on MFA activation and shown once. If a user loses their authenticator, an admin can disable MFA and re-enable after identity verification.

Bulk import

For initial onboarding with many agents:

1. Settings → Users → Import CSV.
2. Download the template, fill it in (columns: email, name, extension, role, language, queues, dids).
3. Upload the CSV. SIVO validates and shows a preview before applying.

Common errors:

• Duplicate extension → flagged before apply.
• Malformed email → row dropped with reason.
• Non-existent queue → row dropped with reason.

Salesforce sync

If you have the Salesforce integration active, you can auto-import SF users as SIVO agents:

1. Settings → Salesforce → Auto-import users.
2. SIVO queries User in the SF org and matches by email.
3. You confirm the matches and SIVO creates the equivalent SIVO accounts.

See Salesforce Service Cloud Voice for mapping and permission details.