If you need to offboard a call taker in Corti, we have a quick (2 steps!) checklist to follow and a brief explanation for each of the items on the checklist. The checklist is in place to ensure that the proper access is revoked and that calls are attributed to the correct call taker moving forward.
Offboarding Checklist
Remove/Change any extensions in the Extension field in the User Profile
Corti call recording uses the Extension to associate users with incoming calls at the time of the call. Updating the extension will ensure the offboarded call taker will no longer be associated with calls from that telephony extension.
To update the Extension:
In Corti Go to Org Settings > Users
Search the User by Name
Click the three dots in the Actions column and choose Edit User
Update/Delete Extension
Save
Note: Some organizations will remove the extension completely whereas some will add leading/trailing characters to the extension to make sure they still have historical view of the old extension for audit purposes.
Update the User’s Role in Corti
Most organizations will have a role that is tied to no permissions whatsoever. Corti recommends moving any offboarded users to this role as an additional safeguard against improper access.
To update the User Role:
In Corti Go to Org Settings > Users
Search the User by Name
Click the three dots in the Actions column and choose Change User Role
Update their role to the Archive role
Save
Note: For organizations where SSO is implemented, offboarding the user from your Active Directory will lock the user out from Corti. SSO in Corti restricts any user from logging in without using SSO. That means this step is not required for SSO organizations, but still recommended by Corti as an additional safeguard.
Accessing Calls of Offboarded Users
All calls from offboarded users will still be available in the Corti platform. Corti uses the logic that the call record itself is associated with both the used extension and the call taker associated with that extension at the time of the call.
In practice what that means:
Tom takes a call on Jan 1 using the extension 12345
Tom leaves the organization on Jan 2
Admins remove 12345 extension from Tom in Corti
Betty is assigned extension 12345 on Jan 3
Betty begins taking calls on Jan 3
With the above, in Corti:
All calls from Jan 1 will still show as Tom as the call taker with the Receiving Extension as 12345
All calls from Jan 3 will show as Betty as the call taker with the Receiving Extension as 12345