General Questions #
What is the difference between a directory user and a login user? #
Answer: A directory user represents a person with an assigned extension, and takes up one of the accounts licenses. A login user represents a user’s credentials to access the Infortel site and does not take up a license.
How do I change my password, add new users, and edit user permissions? #
Answer: Please refer to the Managing Users article.
Who within my organization has access to making changes or viewing my ISI Directory? #
Answer: Your ISI tenant Users can be found within the ISI Analytics platform. Please refer to the Standard Permissions or Using Groups pages for more information on module access.
Directory Users #
How can I see how many of my Directory licenses are in use, or what my total license count is? #
Answer: From Infortel Classic (select Go to Infortel Classic in the upper right of the ISI Analytics page). Select Directory from the Administration drop down menu. You will be able to see your license usage on that page.
How can I export my directory for auditing purposes? #
Answer: Please refer to our Directory Export article. Please reach out to ISI Support for further troubleshooting.
Inactive Directory Users and Organizations #
Why is a specific person/user displaying as inactive, or in the wrong department? #
Answer: There may be an issue with the directory import. Please reach out to ISI Support for further troubleshooting.
Why am I only seeing inactive people in the directory? #
Answer: You may have a filter applied that is altering your results. Please check the Filter Tree, and make sure it is set to show the site(s) and activity level you need.
Why are the inactive people still in my Directory? #
Answer: Inactive users remain within your ISI Directory until historic call data is no longer associated with the directory user objects (Extension, Devices, Cisco Login IDs, Auth Codes, etc.). This will typically span throughout your Data Retention period. If you have questions regarding what your Data Retention length is, please reach out to the ISI Support Team.
Directory Imports #
Why is my Infortel directory not reflecting changes in my CUCM? #
Answer: Go to the gear on top right of the screen, and select Directory Import > Find Import to check if there is a directory schedule set. This will determine how frequently the directory is updated.
My Directory Import ran successfully, but when I run historic reports, the Directory changes aren’t reflected. Why? #
Answer: Once the import runs successfully, and the moves, adds, or changes are applied to your ISI Directory, future reporting will reflect the new ownership. Historic reporting will not be altered.
I have multiple people using the same extension or device. How are these users created within the ISI Directory? #
Answer: For accurate reporting, an object can be assigned to only one person within the ISI Directory. When multiple users own the same extension or device, the Directory Import process will create a Shared Extension or Shared Device user. These shared objects can be reported on just as any other extension or device within the system, however, the owner name will show as Shared.
How do I view my Directory Import configurations? #
Answer: If you are configured to use a Webex or CUCM directory import, your configurations can be found on the Connector page within the ISI Analytics platform. If you are configured for a File-based, Entra ID, LDAP, or a legacy CUCM import, you can find these configurations within the Directory module in the Infortel Classic platform.
