Managing & Monitoring Existing Users within Tinkle CX

Option	Description
Forward Calls	Divert a user's calls to another user or an external mobile number.
Presentation Number	Change the outbound DDI the user presents when making calls.
Reset Password	Send a password reset link to the user, or manually reset when needed.
Do Not Disturb (DND)	Enable or disable DND status for the user.
Reset 2FA	Reset the user's two-factor authentication settings.
Delete User	Remove the user from the system (only available if they are not tied to an active contract).

Tinkle CX offers live call intervention tools accessible directly from a user's extension link.

Click the user's extension number to reveal active call options.

Select a monitoring or intervention tool from the context menu.

Option	Description
Call	Dial the user directly from the interface.
Spy	Silently listen to a user's active call without the agent or customer knowing.
Whisper	Speak directly to the agent during an active call without the customer hearing you (useful for coaching).
Barge	Enter an active call so that all parties (agent and customer) can hear you.

The call monitoring features are only accessible by users who have the relevant permissions.

Tinkle CX Manager provides several account management options for users. You can also access call monitoring tools from within the platform.