---
notionId: "1bcf0d27c79880c698a8d741f0ddacdf"
product: "business-phone"
cluster: "users-and-access"
intent: "business-phone.create-users"
docSlug: "create-users"
task: "Create users in Business Phone"
title: "Create users in Business Phone | VirtualPBX"
meta_description: "A user is a seat on Business Phone for one person. In the Users area, fill out the form and choose Create User, or choose Create New and Add Another for"
answer: "A user is a seat on Business Phone for one person. In the Users area, fill out the form and choose Create User, or choose Create New and Add Another for several people. Each user needs a unique email address. That person can make and take calls after a device is linked, such as a cell phone or a voice-over IP phone. A typical user cannot edit the dashboard. Open their name on the Users tab to make them an admin. Users are chargeable on the plan."
audience: "admin"
updated: "2025-03-20"
legacy: ["creating-users"]
headings: [{"depth":2,"text":"Adding a User","id":"adding-a-user"},{"depth":2,"text":"User Features","id":"user-features"},{"depth":3,"text":"1. Caller-ID Number","id":"1-caller-id-number"},{"depth":3,"text":"2. Voicemail Box","id":"2-voicemail-box"},{"depth":3,"text":"3. Follow Me","id":"3-follow-me"},{"depth":3,"text":"4. Faxbox","id":"4-faxbox"},{"depth":3,"text":"5. Conference Bridge","id":"5-conference-bridge"},{"depth":3,"text":"6. Call Forwarding","id":"6-call-forwarding"},{"depth":3,"text":"7. Music on Hold","id":"7-music-on-hold"},{"depth":3,"text":"8. Do Not Disturb","id":"8-do-not-disturb"},{"depth":3,"text":"9. Hot-Desking","id":"9-hot-desking"},{"depth":2,"text":"Extensions","id":"extensions"},{"depth":2,"text":"Direct Number","id":"direct-number"},{"depth":2,"text":"Creating Devices for Users","id":"creating-devices-for-users"},{"depth":3,"text":"1. SIP Phone","id":"1-sip-phone"},{"depth":3,"text":"2. Cell Phone or Landline","id":"2-cell-phone-or-landline"},{"depth":3,"text":"3. Soft Phone","id":"3-soft-phone"},{"depth":3,"text":"4. Fax","id":"4-fax"},{"depth":3,"text":"5. ATA","id":"5-ata"},{"depth":3,"text":"6. Webphone","id":"6-webphone"}]
lint: []
---

<aside class="note"><p>Below you will find a comprehensive guide from the starting steps of creating a new user, to user features and direct numbers, and adding every type of device to your user. </p></aside>

<aside class="note"><p>Users are chargeable items on your plan. Please refer to your specific plan’s pricing to find what the additional cost could be </p></aside>

## Adding a User

<img src="/assets/create-users/image.png" alt="Adding a User" width="932" height="577" loading="lazy" decoding="async">

A user represents a seat on the platform for each person. Users can make or take phone calls through the phone system when they have devices linked such as their cell phones or voice-over IP devices.

<ol>
<li><p>From the Dashboard, click on Users</p>
</li>
<li><p>At the top of the page, click on Add user</p>
<img src="/assets/create-users/image-1.png" alt="Adding a User" width="768" height="670" loading="lazy" decoding="async">
<aside class="note"><p>The email address used for each user must be unique </p></aside></li>
<li><p>Automatically checked to create a voicemail box / enable the voicemail box feature for this user. We strongly recommend NOT deleting this voicemail box for the user.</p>
</li>
<li><p>Include User in the Company Directory: checking this will put the user in the SmartPBX directory. You can change this later.</p>
</li>
<li><p>Send emails to an alternate address: By default the system will send emails to the email address used for login. Checking this will send system emails to an email address other than the one used for login.</p>
</li>
<li><p>Send credentials to this user: checking this will send an email to the user with the login information for use at dash.virtualpbx.com</p>
</li>
</ol>

Fill out the form. If you are creating multiple users, click on ‘Create New and Add Another’, otherwise, click on ‘Create User’

The new user will now show up on the Users list.

A typical user on your system will not be able to edit your dashboard. To update your new user to be an admin, click on their name on the users tab, and update to be an admin. Click on ‘Change Credentials’ to update the email and password for the user. 

<img src="/assets/create-users/image-2.png" alt="Adding a User" width="923" height="449" loading="lazy" decoding="async">

## User Features

<img src="/assets/create-users/image-3.png" alt="User Features" width="926" height="637" loading="lazy" decoding="async">

### 1. Caller-ID Number

Enables users to use their personal number as oppposed to the main number. You will need to have a number assigned to the user before utilizing Caller-ID Numbers.  - Turn the feature on when a number is assigned, and choose your new number.

### 2. Voicemail Box

<img src="/assets/create-users/image-4.png" alt="2. Voicemail Box" width="837" height="940" loading="lazy" decoding="async">

Utilize this page to manage voicemail transcriptions, and where your voicemails will be sent when left. 

### 3. Follow Me

Utilize this feature to set up call distribution. Turn on which devices you would like to ring, and set the ring duration for each device. 

<img src="/assets/create-users/image-5.png" alt="3. Follow Me" width="959" height="781" loading="lazy" decoding="async">

<aside class="note"><p>If your user is in a ring group and receives a call through the ring group, Follow Me settings will be ignored </p></aside>

### 4. Faxbox

Find out more about faxing in our [Faxing](/business-phone/send-a-fax) Guide!

### 5. Conference Bridge

Find out more about faxing in our [Audio Conferencing](/business-phone/audio-conferencing) Guide!

### 6. Call Forwarding

<img src="/assets/create-users/image-6.png" alt="6. Call Forwarding" width="873" height="679" loading="lazy" decoding="async">

Call forwarding is generally has three modes:

<ul>
<li><p>Off: Not active</p>
</li>
<li><p>Failover Mode: Activates when there are no registered VoIP devices on the user</p>
</li>
<li><p>On: Always occurs. Generally, you can simply add a cell or landline device on the user without using this feature, if you plan to forward to this number long-term. I</p>
</li>
</ul>

<ol>
<li><p>Enter the area code and phone number you wish to forward to, starting with +1, ie +14086745541 will forward to 408-674-5541</p>
</li>
<li><p>Select any options that you wishLeave Voicemails on Forwarded Numbers: If this function is enabled (checked), callers can leave voicemails on numbers that have been call-forwarded. Forward Direct Calls Only: If this function is enabled (checked) then only calls that ring the user directly (Via user phone number, extension dialed, or menu option dialed for the user) will be forwarded. Calls via ring groups or other multi-user call distributions will not be forwarded. If disabled (unchecked), all calls will be forwarded. Keep Original Caller ID: If this function is enabled (checked), calls forwarded will show the caller’s caller ID. You may wish to do this if your business phone traffic always comes from expected callers whom you would recognize on caller ID. If this feature is disabled (unchecked), all calls will show your account’s caller ID instead. You may wish to do this to distinguish personal calls from business calls on a personal device.</p>
</li>
</ol>

### 7. Music on Hold

Upload an audio file that will play when your user places a call on hold. Files will need to be in mp3 or WAV. format, and will need to be under one megabyte. 

### 8. Do Not Disturb

Turn this feature on to place your user on Do Not Disturb mode, stopping calls from coming to the user chosen. 

### 9. Hot-Desking

Hot Desking allows a user to to use any phone on the account by entering their Hot Desk ID and password if required. This allows them flexible phone access, which is especially useful for employees who split their time in various workplaces and don’t want to carry their phone around place to place.

<img src="/assets/create-users/image-7.png" alt="9. Hot-Desking" width="924" height="674" loading="lazy" decoding="async">

<ol>
<li><p>Once Hot Desking is enabled, enter the Hot-Desk ID number for the user.</p>
</li>
<li><p>You may also set a PIN number but it is not required</p>
</li>
<li><p>“Allow multiple devices.” When this is checked, the user may log into multiple devices at the same time.</p>
<p>Disable Hot Desking 12</p>
<p>This User Feature Code allows you to log-out of a phone. Just as logging into the phone, once a user has entered their ID and optional pin, the phone will cease to receive their inbound calls, voicemail updates, and other features. Inbound calls will likely go straight to voicemail (unless the user is permitted to be logged into multiple phones at once).</p>
<p>To disable:</p></li>
<li><p>Dial *12 from the phone</p>
</li>
<li><p>The system will prompt to enter your Hot Desk ID (numeric code)</p>
</li>
<li><p>If the user has a PIN configured, there will be a voice prompt requesting the PIN. Enter it, followed by #</p>
</li>
<li><p>You will hear a confirmation that Hot Desking has been disabled.</p>
<p>Toggle Hot Desking 13</p>
<p>This User Feature Code allows you to toggle the current state of the user's devices. If logged out, toggling logs the user into owned devices. If logged in, toggling logs the user out of all the devices they're logged into, and vice versa.</p></li>
<li><p>Dial *13 from the phone</p>
</li>
<li><p>The system will prompt to enter your Hot Desk ID (numeric code)</p>
</li>
<li><p>If the user has a PIN configured, there will be a voice prompt requesting the PIN. Enter it, followed by #</p>
</li>
<li><p>You will hear a confirmation that Hot Desking has been enabled/ disabled.</p>
</li>
</ol>

## Extensions

Extensions are a shorter direct way to reach a specific agent or group. You can utilize multiple extensions on the same user - you will need to choose one as your Main Extension 

<img src="/assets/create-users/image-8.png" alt="Extensions" width="833" height="264" loading="lazy" decoding="async">

<ol>
<li><p>Click on the Extensions tab on your user </p>
</li>
<li><p>Un-assign specific extensions if you do not want them on the user</p>
</li>
<li><p>Add a new extension </p>
</li>
<li><p>Afterwards, make sure to click Save Changes</p>
</li>
</ol>

If you have multiple extensions on a single user, you can edit the Main Extension by clicking on the name of the user and clicking the drop down to change 

<img src="/assets/create-users/image-9.png" alt="Extensions" width="741" height="396" loading="lazy" decoding="async">

## Direct Number

<aside class="note"><p>Adding numbers to your system may affect your pricing. Contact us to make sure you’re within your entitled limit of phone numbers if you’re not sure!</p></aside>

Adding a direct number to your user will allow customers/clients to route directly to the user.

<img src="/assets/create-users/image-10.png" alt="Direct Number" width="929" height="275" loading="lazy" decoding="async">

Check the settings available to our phone numbers in our [Number Settings](/business-phone/number-settings) Guide!

## Creating Devices for Users

<aside class="note"><p>Creating devices may affect your pricing. Contact us to make sure you’re within your entitled limit of devices if you’re not sure!</p></aside>

<img src="/assets/create-users/image-11.png" alt="Creating Devices for Users" width="929" height="271" loading="lazy" decoding="async">

There are two ways to add a device to a user. 

<ul>
<li><p>We generally recommend doing so from the “Users” menu by clicking the above and selecting “New Device”, and our instructions below will follow that method</p>
</li>
<li><p>However, you can also add them in the “Devices” menu, and then come to the users section and clicking the above and selecting “Add from Spare Devices”</p>
</li>
</ul>

There are various devices you can create for your users to utilize to make and receive phone calls either through your main company number or their personal number. Click on the devices tab, from here you can add from spare devices, or add a new device. 

<img src="/assets/create-users/image-12.png" alt="Creating Devices for Users" width="370" height="366" loading="lazy" decoding="async">

### 1. SIP Phone

<img src="/assets/create-users/image-13.png" alt="1. SIP Phone" width="1088" height="381" loading="lazy" decoding="async">

Once you choose the SIP option, you will be able to choose your device first by the brand, then by the model of the device. If the brand of your device is not listed, choose the above option and enter the MAC address and name your device.

<img src="/assets/create-users/image-14.png" alt="1. SIP Phone" width="650" height="222" loading="lazy" decoding="async">

Once you have entered your information, choose ‘Create Device’ 

IF THIS IS A NEW DEVICE - Once you have created the device, click in to the device name, and choose ‘Advanced - Miscellaneous’. 

Unlock the device, then unplug your phone, wait 2-5 minutes, and plug back in. 

<img src="/assets/create-users/image-15.png" alt="1. SIP Phone" width="754" height="654" loading="lazy" decoding="async">

IF THIS IS A DEVICE USED BEFORE - Factory reset your device before creating it on the system here. 

### 2. Cell Phone or Landline

Adding a cell phone or landline allows for use of receiving calls from your business number to any 10 digit (Or international number if you’re qualified for that) number, be that your cell phone or an outside number of some kind. Please note that to make outbound calls through your system, you would need to use a VOIP device, like a Web Phone, Softphone, or SIP desk phone.

<img src="/assets/create-users/image-16.png" alt="2. Cell Phone or Landline" width="1076" height="578" loading="lazy" decoding="async">

Give the device a name (this will only be used to internally track devices) and add your phone number. Follow the format given, beginning the number with a +1 (For normal 10 digit numbers).

Additional options for Cell phones and Landlines

<ul>
<li><p>You can edit the Advanced options for a Cell phone or Landline. There are two ways to get there. Devices Left-Side Menu &gt; Edit (Wrench Icon)Users Left-Side Menu &gt; Click User’s Device Box &gt; Click the hyperlink on the name of the device</p>
</li>
</ul>

Users - user’s device box, click the device’s name

<img src="/assets/create-users/image-17.png" alt="2. Cell Phone or Landline" width="870" height="452" loading="lazy" decoding="async">

<ol>
<li><p>Click on Advanced</p>
</li>
<li><p>Click on Options</p>
<img src="/assets/create-users/image-18.png" alt="2. Cell Phone or Landline" width="925" height="484" loading="lazy" decoding="async"></li>
<li><p>Allow use of cellphone voicemail: When enabled, cell users no longer will be prompted to press 1 to answer a call. However if your cell phone voicemail picks up the call before the VPBX ring duration for the device ends, the inbound caller will end up in your cell phone’s voicemail box. Please lower the ring duration in VirtualPBX if this is happening to you unintentionally. This feature is also often used when sending calls to an automated answering service.</p>
</li>
<li><p>Keep Original Caller-ID: When checked the Caller ID that shows up on your cell phone is the inbound caller’s phone number. If unchecked, the Caller ID that shows up on your cell phone will be the default Company Caller ID</p>
</li>
<li><p>Hide from Contact List: When selected the phone number will not show up in the Contact list. If unchecked, then the phone number will appear in the Contact list</p>
</li>
<li><p>If you make any changes, click on Save Changes</p>
</li>
</ol>

### 3. Soft Phone

A softphone is the VirtualPBX app that will allow you to make and receive calls through your business number. You will also be able to utilize features usually seen on a deskphone. 

<img src="/assets/create-users/New_Softphone_creation.png" alt="3. Soft Phone" width="711" height="484" loading="lazy" decoding="async">

<img src="/assets/create-users/New_Softphone_creation_2.png" alt="3. Soft Phone" width="715" height="608" loading="lazy" decoding="async">

You can click on the “Apps” tab in order to find the download links for the new Softphone for your specific platform.

Enter a device name to identify your new Softphone. Once done, click ‘Create Device’. Once out of the page, make sure to hit ‘Save Changes’ on your user’s device page. 

### 4. Fax

Find out more about faxing in our [Faxing](/business-phone/send-a-fax) Guide!

### 5. ATA

An ATA adaptor is a converter box that allows you to use an analog phone/fax machine via your internet connection. On one side you plug in the analog device, on the other is a network cable that will go to your router. Utilize this option for an analog fax machine. 

Device Name: This is the name of the device that will show up in your Dashboard. It does not affect any part of provisioning or your system functionality.

SIP Username: This is a system-generated username that will be used to input into your ATA device’s web interface. Please avoid changing this item in the Dashboard to avoid complications with provisioning and registration.

SIP username is often entered into fields such as: User ID / Account name / Authentication name or ID / Authorization name / SIP User ID

SIP Password: This is a system-generated username that will be used to input into your ATA device’s web interface. Please avoid changing this item in the Dashboard to avoid complications with provisioning and registration.

SIP Password is often entered into fields such as: Password / account password / authentication password / SIP password

Realm: This is a system-generated string unique to your VirtualPBX account which will be input into your ATA device’s web interface

Realm is often entered into fields such as: Domain / Server / Proxy or Proxy Server / Register server / SIP domain or Server

It is possible that you may need to setup the Outbound Proxy server as well

Outbound Proxy should be set to proxy-west.virtualpbx.net 

Mouse over Advanced and you will see your Advanced options. In general these can be adjusted as you see fit or simply left as is.

<img src="/assets/create-users/image-19.png" alt="5. ATA" width="722" height="674" loading="lazy" decoding="async">

1: Click on Advanced in the top right, and select “Audio”

2: Move the following options from the left column to the right column in descending order: PCMU / PCMA / OPUS

Click on Create Device when done.

### 6. Webphone

A Webphone is the browser version of our Softphone application. You can use it on any browser to make and receive calls through your business number. 

Choose the Webphone option and name your device. This will solely be an internal name. 

<img src="/assets/create-users/image-20.png" alt="6. Webphone" width="871" height="454" loading="lazy" decoding="async">

 Users can launch their webphone by either clicking ‘Configuration’ and logging in with their dashboard credentials, or by visiting [https://webphone.virtualpbx.net/](https://webphone.virtualpbx.net/).   Find user guides on the Webphone [here](/business-phone/mobile-softphone).