What it is: the Staff page is where an admin manages each person's account. The same email and password signs them in to the web dashboard (when personal logins are on) and to the SIPmind mobile app, where they get push notifications for new customer messages and reply with text, photos and PDFs from their phone.

Managers see this page too: the team, each person's devices, and who is on duty for tasks.

One account for both, and their actions are attributed to them by name (see Staff & access above). This is separate from the shared operator password, which still works but shows only as “shared login”, without a name.

Managing accounts:

• Add a person — email, display name (shown to the customer in chat), password (min 6 chars) and the access level (see Staff & access). No invite email is sent — share the password with your staff yourself.
• Reset password — also signs the operator out of the app on ALL their devices immediately.
• Revoke devices — signs the person out of the app on every phone, and out of the browser where they signed in under their own login; drops the app's notifications and takes the phone off the line. The account stays: signing in again with their password works. For a lost phone press Revoke devices; if the password may be known too, also Reset password.
• Switch off access (left) — for a person who leaves: they can no longer sign in, their open work goes to colleagues and their name stays on everything they did. They move to Former staff, where Give access back returns them. See When somebody leaves.
• Delete — for a login created by mistake: permanent, it ends their sessions at once, switches off their internal number and removes their name from the history of everything they did. To change someone's email, add them again with the new address and switch off the old login — the history stays under the old one. An account always keeps at least one admin: its only admin cannot be removed, switched off or given a lower level — make someone else an admin first. The same holds for Delete account in the mobile app.
• Rename — changes the name a person goes by without touching their login, password or work. Colleagues see the new name at once (Handled by … in Chats), the mobile app after its next refresh, and customers in the intro line when your account introduces people by name. The change is in the activity log.

Transferring to a specific person. Under Telephony → Who takes the call a target can be a phone number or an internal extension on your PBX (for example 602). Name the row after a colleague or a team — the agent sees this list, and when a caller asks for “Mia” or “accounting” it transfers exactly there. An extension rings that person's app first and, if they do not answer, their mobile. Your SIPmind manager will help set the app up on a phone or a computer.

A target can also be a whole queue, written q- and the queue's key — q-sales. The field offers your colleagues and queues as you type, so you pick one instead of remembering it. A queue is the target that survives somebody being out: it rings everyone in the group, and if none of them answers the call goes on to the backup you set for that queue rather than ending in silence.

When people are at work. Under Telephony → Who takes the call, «When people are at work» is one week for the whole account: tick the working days and set the hours for each, with an optional second pair for a lunch break (09:00–13:00 and 14:00–18:00); an unticked day is a day off, in your timezone. What happens outside those hours, channel by channel:

• Calls. The agent does not transfer to a person. It tells the caller when people are back (for example «on Monday from 9»), answers what it can itself, and takes a name and number so somebody calls back — instead of ringing an empty office while the caller has just been told someone is coming. It also knows the week, so asked «when can I reach a person», it says it.
• Chats. The agent still answers at any hour. A conversation it hands to a person becomes a task due shortly after people are back, not «in 15 minutes» on a Sunday night.
• Reminders and signals. Task reminders, the morning list and «customers are waiting» wait for working hours and skip days off.
• Calls you place. Outbound calls keep their own window in Settings; days off stop them too.

«Someone is always there» switches all of this off.

Days off. The field below it takes the dates when nobody is at work whatever the clock says. Write 03-21 for a date that comes back every year, or 2026-12-31 for one particular day; separate them with commas. On those days the agent does not transfer — it says so plainly and takes a callback — and no outgoing calls are placed to your customers. The day is counted in your own timezone, so your office is shut from its own midnight, not from midnight somewhere else.

Numbers you do not take calls from. The last field on that block is a list of callers to refuse. Those calls end before the agent says anything, so they cost you nothing and leave no recording or transcript — and they still appear in your call history marked Blocked, so you can see who tried and change your mind. A star blocks a run of numbers, +1555012*, and needs at least seven digits: a whole mobile operator cannot be shut out by a typo. A caller whose number is withheld is never blocked by this list.

Giving a colleague a phone. Telephony → Staff and phones creates an internal number: a phone without a SIM card. Press Add a colleague, give the number a name and, if you like, a mobile as a backup. You get a card with the server, the login and the password — send it to them once. The password is shown only at that moment; if it is lost, reset it and the old one stops working.

On an iPhone they need nothing more: the SIPmind app (below) takes the number by itself and rings even when it is closed. On a computer or an Android phone they install an ordinary SIP app — MicroSIP or Linphone on a computer, Linphone or Zoiper on Android — and type in three lines. Dialling 600 plays their own voice back, which is the quickest way to know the microphone works. Calls between your own numbers are free and never touch your operator.

Say whose phone it is. Each row has a Dashboard account column: pick the person who signs in to SIPmind under their own name, and that phone becomes theirs. It is worth doing for one reason above all — a click on a customer's number then rings the phone of whoever clicked, so two colleagues working the same card each get the call on their own handset. Without it every click falls back to one shared number for the whole account. You can also hand a phone back to nobody: a handset on a reception desk belongs to the desk, not a person.

Calling a customer from their card. Click a phone number anywhere in the dashboard — on a contact, a lead, a call — and your own phone rings first; answer it and we dial the customer. It rings the internal number belonging to whoever clicked, so two colleagues clicking the same card each get the call on their own phone. If that person has no internal number, the account's shared one is used, and if there is neither, the number opens in whatever your device normally does with it.

Calling out. A colleague can dial an outside number from their app only once your account has a number of its own to show the person being called — the one under Settings. Until it is set they can still call each other and take callers the agent transfers; the screen says so. Outside calls go out through that company number, so the person called sees your business, not a colleague's own phone.

On your own PBX. When your phone line runs on a server of your own that we run for you, numbers are created on that server, and the card says to connect with TLS on port 5061 and SRTP — a computer app such as MicroSIP has both settings. If your line runs on a PBX we do not run, this screen says so and creates nothing: the numbers live on that PBX.

When a caller asks for a person. The agent offers to help once — one short sentence in the caller's own language — and if they ask again it puts them through immediately, without arguing. The offer is made only on the very first ask: a caller who insists, who has already asked, or who is on a line the agent keeps mishearing is connected straight away. Most people who open with "put me through" are asking about a price, an address or opening hours, and the agent has all three; the ones who really want a person lose nothing but a sentence. When the line does move, the caller hears the same short line every time — «Connecting you to a person now», in their own language, said by the platform, not composed by the agent.

Queues. A queue is a group the agent can hand a caller to — a city, or a department. Say who is in it, how long it rings, and a mobile number to ring if nobody picks up. Without that number the call ends when the wait is over — so give every queue one.

If nobody picks up at all. A transfer that ends in ringing becomes a task in Tasks, marked Nobody answered, carrying the caller's number and which group or colleague was rung. It opens once per call, even if the same call is reported twice, and it is linked to the call so the recording and the agent's summary are one click away.

A WhatsApp call cannot be transferred. There is no phone line behind it to move to a colleague. When a caller on a WhatsApp call asks for a person, the agent first offers to help, as on a phone line; if they ask again or insist, it tells them an operator will call back on this WhatsApp number, and a lead appears in Leads with their number and the reason — they are never asked to dictate a number you already have. The same happens on its own, without being asked, when the line is too bad to make out what they say.

If the PBX refuses a change it is rolled back whole and nothing is altered — you will see that said plainly rather than a number that exists here and nowhere else.

On shift. In the app, on My work, a person taps I'm on shift when they start and Shift over when they finish. Managers see who is on shift in «Team today» in the app and on the Staff page here. The mark switches itself off at midnight in your account's timezone, so a forgotten shift never carries into the next day. Who gets transfers, chats and new leads does not change because of it; it only decides the pushes of a person who chose Mine and on shift (see Notifications below).

Notifications in the app. Each person chooses for themselves in the app, Profile → Notifications. Customers who need a person: All (every customer nobody is handling yet — what everyone gets until they choose), Mine and on shift (conversations you handle, and unhandled ones only while you are on shift) or Off — for an owner who does not answer customers. Separate switches turn off My tasks and reminders and, for managers and administrators, Manager alerts (customers waiting too long, a transfer nobody took). A conversation a colleague is already handling notifies only that colleague. Calls always come through — the app is the phone.

What a locked phone shows. By default a notification carries the customer's name and their words. If your messages carry health or other private details, switch off Show the customer's name and message in app notifications in Settings: every phone then shows only «A customer needs a person», and tapping it opens the conversation as usual.

Who takes the calls. Team reports → Calls counts, per person and per queue, how many calls were answered, how many rang out, how long a caller waited before somebody picked up, and how long the conversations ran. It is built from the calls themselves, not from anybody filling in a form, and it covers 7, 30 or 90 days or dates you pick.

Two of those numbers are worth reading precisely. Wait before pickup is measured only on calls somebody actually answered — the ring on a call nobody took is the timeout you set, not your team's speed — and it is a median, so one call reached after two minutes does not move it. Average conversation divides by the conversations that happened, not by every call that rang. Answered and missed are always two numbers, never one.

Your managers see this page as well as you; it is the team's own scoreboard.

Calls with a person are in the history too. When the agent transfers a call, the call's page gets an After the transfer block: who took it, how long it rang, how long they talked, where it rang before someone answered, and a separate recording of the conversation with the operator. Calls that never went through the agent — a colleague dialing a colleague, an operator calling a customer from their extension — appear in Calls → Operator calls and on the customer's contact card. A call between two colleagues is listed there — who, whom, when — but never recorded: there is no customer on it. A missed transfer is marked Nobody answered so it is never mistaken for a hung-up caller. You do not have to open a call to learn this: in the call list a transferred call carries a second chip — Operator with the time the two of them talked, or Nobody took it.

Reading the row: device chips show an Apple icon for iOS / a robot icon for Android with the app version and last-seen age; a bell icon means the iPhone can ring on incoming calls (CallKit). The Phone line shows the person's internal number and what the phone system sees right now: reachable (a desk app or the SIPmind app will ring — an iPhone with the app counts even while it sleeps), on a call, or not connected. No number means calls cannot be put through to them yet: give them one under Telephony → Staff and phones.

The app rings for a person once they have an internal number of their own (see The SIPmind app is the phone above); there is no separate switch to turn on.