DI Voice users represent the people in your organization who make and receive calls.
To get started, navigate to Users from the sidebar menu of the DI Voice portal. The Users list shows everyone currently added to the selected account — voice users and admin-only administrators/Owners — with their name, email, extension, and Roles badges. Use the search bar to filter by name or email.
Understanding DI Voice User Roles
A DI Voice user account can have two independent roles, shown as badges in the Roles column:
Voice (a calling seat): They can place and receive calls on assigned devices and have their own voicemail and extension. A voice seat is what counts toward billing.
Admin (management access): They can manage users, devices, phone numbers, dial plans, ring groups, voice apps, schedules, and other account settings.
Owner: An Admin who is also the account's primary contact and signs the subscription agreement. Every account has exactly one Owner. Ownership can't simply be removed — it must be transferred to another Admin first.
A user may be set up in any of the following role combinations: Voice only, Voice + Admin, or Admin only (no calling seat, not billed).
Managing DI Voice Users
Create a New DI Voice User
Navigate to the Users tab from the sidebar menu of the DI Voice portal
Click the New User button in the top-right corner
Add the following details:
Enter the user's name
Enter the user's email address
Select the user's access level: Voice only, Voice + Admin, or Admin only (no calling seat, not billed)
Optional: If the user will have Voice access, enter the user's direct extension and 4-10 digit voicemail pin
When finished, click Create User
Edit a DI Voice User
Click on a user row in the Users list to open their account details page
Edit the name, email, or extension fields directly
When a change is made, click the checkmark that appears next to each field to save any changes
Outbound Caller ID
Each DI Voice user can have a custom outbound caller ID that overrides the account default.
To set it, open the user's account details page, select a number from the Outbound Caller ID dropdown, and the change is saved automatically.
Need to revert Outbound Caller ID changes? Select Account Default from the Outbound Caller ID dropdown to remove the override.
User Account Access
Modify an existing DI Voice user's account access by opening the user's account details page. In the Access section, choose from the following options:
Voice only
Voice + Admin
Admin only (no calling seat, not billed)
Important note about changing user access: If an existing Voice + Admin user role is changed to an Voice-only user role, that user will no longer have the ability to login or access the DI Voice portal.
Remove or Delete a DI Voice User
If you need to delete a user from the DI Voice account, click the Remove From Account button in the Access section of their user account details.
Or, click on the trash can icon in the Users list.
User Devices
The Devices section of the user's account details shows deskphones and DECT handsets assigned to the user. Click on the Choose Device dropdown to assign an existing device or register a new deskphone by MAC address. Assigning a device to a new user reassigns it from the previous one.
Voicemail
The Voicemail section of the user's account details lets you configure a voicemail pin, unique voicemail message, and email notifications.
Create a PIN: Required to check voicemail by phone. Set a numeric PIN (4–10 digits) here, or leave it blank to let the user set their own the first time they access their account.
Record a voicemail message: Record a custom greeting for the user's voicemail inbox (up to 90 seconds).
Enable email notifications: Toggle to receive an email when a new voicemail arrives. Additional toggle options include:
AI Summary: Include an AI-generated summary of the voicemail in the email
Transcript: Include the full voicemail transcript in the email
Attach Audio: Attach the voicemail audio file (MP3) to the email
Delete After Email: Automatically delete the voicemail after the notification email is sent
Find Me / Follow Me
The Find Me / Follow Me section of the user's account details lets you configure how inbound calls to this user are routed.
By default, each user has one routing step already created: When the user's extension number is dialed, the call will ring for 30 seconds. If there is no answer, the call will go to that user's voicemail inbox.
If you'd like to ring additional extensions when this user's extension is called, click the Add Target button. Choose to target an internal extension (a user's devices) or an external number. By default, the ring time is set for 30 seconds; this can be adjusted.
To remove a target, click on the trash can icon.
If you'd like callers to be directed to another line in the event that the extension(s) in the initial step does not answer, click the Add Step button. Choose to target an internal extension (a user's devices) or an external number. By default, the ring time is set for 20 seconds; this can be adjusted.
To remove a step, click on the red Remove button within that step.
In the event that all steps are exhausted and there is no answer, choose how to direct the caller:
Go to voicemail
Hang up
Route to a specific target
How targets and steps are followed
If a step contains multiple targets, it will ring all its targets simultaneously for a configurable timeout.
Steps are tried in order — if no one answers in a step, the next step begins.
Transferring DI Voice Account Ownership
In the event that account ownership needs to be changed, the DI Voice portal allows you to transfer ownership in just a few clicks. Because a DI Voice account must always have exactly one Owner, you can't remove or delete the Owner directly. Instead, you must transfer ownership to another Admin:
Navigate to the Users tab in the sidebar menu of the DI Voice portal
Make sure the user you want as the new Owner is already an Admin on the account
Open that Admin's user details by clicking on their name
In the Access section, click on the Transfer Ownership button, then confirm
Only the current Owner can use this action. If the current Owner is no longer reachable, contact support.