Signing In, Sessions & Profile

Last updated · cacofonix 3.4.28 · fulliautomatix 1.0.33 · getafix 3.2.65

Where to Sign In

  • Agents and Supervisors can sign in directly at https://desk.<domain> or at https://ui.<domain>.
  • Company Administrators and System Administrators sign in at https://ui.<domain>.

Automatic Desk Handoff

When an Agent (ROLE_USER) or Supervisor (ROLE_SUPERVISOR) signs in at the Admin Console (https://ui.<domain>) without a deep link, the console automatically hands your session over to the Desk (https://desk.<domain>).

  • How handoff works: Your session token is passed in the browser URL fragment (#token=…), which is never sent over the network in HTTP Referer headers and is stripped from the address bar as soon as the Desk finishes loading.
  • Switching between Console and Desk:
    • From the Admin Console, click Desk at the top of the left navigation menu.
    • From the Desk, open your Account menu (top-right corner) and click the link to the Admin Console (opens in a new tab so your active browser softphone and any live call on the Desk are never interrupted).
    • To stay in the Admin Console as an Agent or Supervisor at sign-in (for example, to review History or Reports), sign in using https://ui.<domain>/sign-in?redirectURL=/apps/dashboard.
  • Independent Sessions: Because ui.<domain> and desk.<domain> are separate origins, they maintain independent sessions after handoff. Signing out of one does not automatically sign out of the other.

Sign-In Security & Account Lockouts

  • Enter your Email address and Password (email addresses containing + tags are supported).
  • Any invalid credential attempt displays Wrong email or password and clears the form.
  • Failed Sign-In Alerting: Three failed sign-in attempts within 10 minutes are recorded by the control plane and can trigger a company security alert to supervisors and administrators.
  • Disabled or Locked Accounts: If an administrator locks (Locked) or disables (Enabled off) your user account while you are signed in, your session is terminated on your next action and you are returned to the sign-in screen with Your session has expired. Sign in again.

Resetting a Forgotten Password

  1. On the sign-in page (https://ui.<domain>/sign-in), click Forgot password?.
  2. Enter your account Email address and click Send reset link.
  3. Check your email inbox for the 6-character reset token.
  4. On the Reset your password page, confirm your Email, enter the Token, type your new Password and Password (Confirm), and submit.
  5. Once Your password has been reset. appears, sign in with your new password.

Managing Your Profile & Preferences

In the Admin Console (https://ui.<domain>), click your Avatar in the top-right corner and open Settings (/pages/settings):

  1. Account:
    • View your Email and assigned Role (read-only).
    • Update your First Name, Last Name, and Time Zone, then click Save.
  2. Security:
    • Change Password: Enter your Current password, a New password (at least 8 characters, different from your current password), and Confirm password.
    • Verify Email: Request a verification code to your email address, enter the 6-character code, and click Verify (Email verified successfully!).
  3. Preference:
    • Choose your preferred Theme, Scheme (Light / Dark / Auto), and Layout.
    • You can also adjust these at any time using the gear icon in the console toolbar.