Managing call settings from the Admin portal

Last updated: 08.06.2026 by Ellinor Niklasson

Managing call settings from the Admin portal

What is this feature?

A new way for administrators to manage incoming and outgoing call settings for users in the Web and Desktop app - directly from the Admin portal, eliminating the need for each user to configure it locally on their own device.

Why are we introducing it?

To make user onboarding faster and more consistent.
To let admins assist users without having to access each device.
To make settings persistent when users switch computers.
To give organisations more control over who can change call settings (e.g. for reception roles, mobile-only users, etc).

Who is this for?

Administrators managing users across one or more locations.
End users who will now see settings reflecting what their admin has configured.
Partners/retailers working with customer accounts.

Click on the tabs below to get a step by step guide on how to configure incoming and outgoing call settings:

For Administrators

Log in to the Admin portal.
Then go to to Users.
Follow the steps below for each tab based on your preferred output.

Configure Incoming call settings

Incoming Call Settings

Under Incoming Call settings, you can decide if and where a user receives incoming calls across the Web and Desktop app - and whether they have permission to edit this setting themselves.

Configuring Incoming Calls

Go to Other Settings.
Select the user(s) you want to configure - settings are applied per user.
Scroll down in the right-hand panel to App Settings (Web and Desktop).
Click on Incoming calls.
In the drop down list - choose one of the three options:
- Configured individually per client - decides how to receive incoming calls on each client separately
- Enabled - incoming calls are activated and the setting applies across all clients
- Disabled - incoming calls are deactivated across all clients

Managing User Permissions

To control whether a user can edit these settings themselves:

Go to Permissions.
Under User Permissions, locate the Configure incoming calls option.
Check the box if the user should be able to change the setting in their app - leave it unchecked to restrict access.
Click Save.

Delete

Configure Outgoing call settings

Outgoing call settings

Under Outgoing Call settings, you can define a user's default outgoing call methods across the Web and Desktop app - and whether they have permission to edit this setting themselves.

Configure Outgoing call settings

Go to Other Settings.
Select the user(s) you want to configure - settings are applied per user.
Scroll down in the right-hand panel to App Settings (Web and Desktop).
Click on Outgoing calls.
In the drop down list - choose one of the three options:
- Configured individually per client - decides how to manage outgoing call methods on each client separately
- Enabled - outgoing calls and call methods are activated and the setting you choose applies across all clients
- Disabled - outgoing calls and call methods are deactivated across all clients
For example, selecting Enabled activates outgoing calls for the user. You can also define which Call method the user should use when making outgoing calls.

Managing User Permissions

To control whether a user can edit these settings themselves:

Go to Permissions.
Under User Permissions, locate the Configure outgoing calls option.
Check the box if the user should be able to change the setting in their app - leave it unchecked to restrict access.
Click Save.

Delete

For End Users

Open the Web or Desktop app.
Go to Settings.
Then click on Telephony & Audio.
Here you can configure settings for both Incoming Calls and Outgoing Calls.
Then, follow the steps below for each tab based on your preferred output.

Incoming calls

Incoming Call Settings - User View

If you have the required Permissions, you can enable or disable the Receive Incoming Calls toggle and choose whether to configure this setting individually per Web and Desktop client, or apply the same setting across all clients.

With permission - the setting is visible and editable in your app, and any changes will sync across all your clients.
Without permission - the setting will appear greyed out. Please contact your admin to make changes.

Delete

Switching devices?

Your settings follow you - log in on a new device and your preferences will already be there.

Delete

Outgoing calls

Outgoing Call Settings - User View

If you have the required Permissions, you can enable or disable the Make calls toggle, choose Call methods and choose whether to configure this setting individually per Web and Desktop client, or apply the same setting across all clients.

With permission - the setting is visible and editable in your app, and any changes will sync across all your clients.
Without permission - the setting will appear greyed out. Please contact your admin to make changes.
If the Make Calls setting is disabled, outgoing calls will not be possible. This is how it will appear in the app: