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Customer Care Process: Call Tracking - Marchex Access/Permissions

Introduction

This document describes access, permissions, and adding/disabling accounts in Marchex.

 

Access

Request Access to Marchex

To obtain access to Marchex, requesters should submit a ticket to IT via email it.support@getg5.com. Access to Marchex is view-only unless there is a circumstance warranting a higher access level. Requests for a higher access level should be made by submitting a ticket to Support via email address support@getg5.com and providing a justification as to why the higher level of access is needed.

 

Access Marchex

Once access to Marchex is granted, the application can be accessed via G5's OneLogin dashboard. "Marchex" is displayed on the OneLogin dashboard under the tab titled G5.

 

Permissions

G5 has two basic permission levels in Marchex:

View-only:  allows users to view data within Marchex, but not take actions such as adding/editing call tracking information, scheduling reports, and editing permissions.

Administrator:  allows users to view data within Marchex and take actions such as adding/editing call tracking information, scheduling reports, and editing permissions.

  • Note: in order to have better control over Marchex user accounts, and to prevent invalid/unauthorized accounts from being created, user permissions in Marchex are regulated. G5 users should be granted view-only access, unless there is a circumstance warranting a higher access level. G5 clients should not be granted access to Marchex at all, unless there is a circumstance warranting it, and if warranted, access should be view-only.

Add a View-Only Account

The following are the procedures for adding a new view-only account in Marchex. Only user Admins with Account Admin permissions are able to add a new accounts in Marchex:

  1. Access the Marchex Clients Dashboard screen

  2. Access the User Settings screen by clicking the link in the upper left corner that displays the account name. This link displays between the Logout link and the Help link.

  3. Click the Account tab => this action opens the admin screen

  4. Under the category titled Users & Groups, click Users => this action opens the Account Users screen

  5. Click the + New user button => this action opens the Enter Date for New User screen

  6. In the Real Name field, enter the name of the user for whom this account is being created, or, if the account is for a shared login, enter a logical name for the account

  7. In the Email field, enter the applicable email address

  8. In the Passwd field, enter the applicable password

  9. In the Employee ID No field, enter the applicable employee ID (this field is optional and we are not currently using it)

  10. In the Account Admin field, select no from the dropdown menu

  11. In the Client Admin field, select no from the dropdown menu

  12. In the Allowed to Add Campaign? field, select no from the dropdown menu

  13. In the Show them the VXML Tab? field, select no from the dropdown menu

  14. Click the Submit button => this action opens the Edit Group Membership for User screen

  15. Check the default group checkbox. This action associates the new account to the G5 Group.

    1. Note: if creating an account for a non-G5 employee, leave the checkbox unchecked, so that the new account is not associated to the G5 Group

  16. Click the Submit button => this action opens the User Info screen

    1. Note:  a new field titled Status displays, with a status of active

  17. If the default group checkbox was checked in step #15, advance to step #18. If the default group checkbox was left unchecked in step #15, then perform the following steps:

    1. Click the Account tab => this action opens the admin screen

    2. Under the category titled Users & Groups, click Users => this action opens the Account Users screen

    3. Locate the account either by searching for it in the Search field near the top, right side of the screen, or by scrolling through the list of accounts

    4. Once the account has been located, click anywhere on the row for the account

    5. Click the Account Membership link => this action opens the Edit Account Membership for User screen

    6. Locate the client(s) the account needs to associated with, then check the Membership checkbox for each applicable client; Membership access is the equivalent of view-only access

    7. Click the Submit button, which is located at the very bottom of the screen.

    8. Process is complete, do not complete step #18.

  18. For G5 user accounts only, once the new account is created in Marchex, send an email to Marchex Support, requesting that the "Client Center Viewer" be enabled for the new account. The Client Center Viewer is a piece of the Marchex configuration, controlled by Marchex, and must be enabled in order for users to view the full G5 Client List. Send an email to  mcasupport@marchex.com.

Add an Admin Account

The following are the procedures for adding a new admin account in Marchex. Only user Admins with Account Admin permissions are able to add a new accounts in Marchex:

  1. Access the Marchex Clients Dashboard screen

  2. Access the User Settings screen by clicking the link in the upper left corner that displays the account name. This link displays between the Logout link and the Help link.

  3. Click the Account tab => this action opens the admin screen

  4. Under the category titled Users & Groups, click Users => this action opens the Account Users screen

  5. Click the + New user button => this action opens the Enter Date for New User screen

  6. In the Real Name field, enter the name of the user for whom this account is being created, or, if the account is for a shared login, enter a logical name for the account

  7. In the Email field, enter the applicable email address

  8. In the Passwd field, enter the applicable password

  9. In the Employee ID No field, enter the applicable employee ID (this field is optional and we are not currently using it)

  10. In the Account Admin field, select yes if the account needs the ability to edit permissions; otherwise, select no

  11. In the Client Admin field, select yes if the account needs the ability to edit settings for individual sub-clients (G5's clients); otherwise, select no

  12. In the Allowed to Add Campaign? field, select yes if the account needs the ability to add new call tracking campaigns; otherwise, select no

  13. In the Show them the VXML Tab? field, select yes if the account needs the ability to view the VXML Dashboard; otherwise, select no

  14. Click the Submit button => this action opens the Edit Group Membership for User screen

  15. Check the default group checkbox. This action associates the new account to the G5 Group.

    1. Note: if creating an account for a non-G5 employee, leave the checkbox unchecked, so that the new account is not associated to the G5 Group

  16. Click the Submit button => this action opens the User Info screen

    1. Note:  a new field titled Status displays, with a status of active

  17. If the default group checkbox was checked in step #15, advance to step #18. If the default group checkbox was left unchecked in step #15, then perform the following steps:

    1. Click the Account tab => this action opens the admin screen

    2. Under the category titled Users & Groups, click Users => this action opens the Account Users screen

    3. Locate the account either by searching for it in the Search field near the top, right side of the screen, or by scrolling through the list of accounts

    4. Once the account has been located, click anywhere on the row for the account

    5. Click the Account Membership link => this action opens the Edit Account Membership for User screen

    6. Locate the client(s) the account needs to associated with, then check the Membership checkbox for each applicable client; Membership access is the equivalent of view-only access

    7. Click the Submit button, which is located at the very bottom of the screen.

    8. Process is complete, do not complete step #18.

  18. For G5 user accounts only, once the new account is created in Marchex, send an email to Marchex, requesting that the "Client Center Viewer" be enabled for the new account. The Client Center Viewer is a piece of the Marchex configuration, controlled by Marchex, and must be enabled in order for users to view the full G5 Client List. Send an email tomcasupport@marchex.com.

    1. Note: Amber Skidmore is a technical expert for Marchex. Submit emails, attention to Amber in the subject line (i.e. "Attn: Amber - G5 Request to Enable Client CenterViewer").

Disable an Account

The following are the procedures for disabling an account in Marchex. Only user Admins with Account Admin permissions are able to disable an account in Marchex:

  1. Access the Marchex Clients Dashboard screen

  2. Access the User Settings screen by clicking the link in the upper left corner that displays the account name. This link displays between the Logout link and the Help link.

  3. Click the Account tab => this action opens the admin screen

  4. Under the category titled Users & Groups, click Users => this action opens the Account Users screen

  5. Locate the account either by searching for it in the Search field near the top, right side of the screen, or by scrolling through the list of accounts

  6. Once the account has been located, click anywhere on the row for the account

  7. Click User Settings

  8. In the Status field, select disabled from the dropdown menu

  9. Click the Update button

 

 

https://docs.google.com/document/d/1R7UR5e35Xhbf_rzrLjt9CHxuKsxQ9D2lS5X2JY2rz5Q/edit?usp=sharing