Team Modifications - Add or Remove Seats

PhoneBurner provides several options to assist Team Administrators in managing their team.

Two of the most frequent changes made to a team setup include adding a dialing seat for a new user, which may be necessary when a new team member has joined, or removing a dialing seat, which might occur if a team member leaves the team or the company. 

You may also Suspend a user, which will allow the seat to be reassigned to another user.

Note: Suspending a user does not remove a seat from your billing, it allows you to re-assign it to another user. To stop being billed for a seat, you must first Suspend it, then Adjust Seats to remove it from your billing.

How to add a seat:

First, go to your "Team" tab and select the “My Team” submenu.

Next, click on "Add Seat". 

Next, please fill in the user data and click "Submit". 

Note: New users require email, First, and Last Names. Always double-check the Permissions granted when adding new users.

The new user will now be populated and visible on your Team tab. 

How to remove a seat:

First, we must suspend a user seat before removing it from the account billing.
Under the "Team" tab, “My Team” submenu, click on the "Edit" button for the user to be modified. 

Next, click the "Suspend" button to suspend the seat. 

Read and Accept the Confirmation by Selecting "OK". 

Remember: Suspending a user does not remove a seat from your billing, it allows you to re-assign it to another user. To stop being billed for a seat, you must first Suspend it, then Adjust Seats to remove it from your billing.

To remove a seat from your billing, go to the "Team" tab once more, click the gear icon, and select  "Adjust Seats". 

Next, drag the toggle to the desired seat count for your team.
You will be prompted to confirm the changes by clicking the orange “Remove” button once you apply these changes.

The seat count will be adjusted, and your next billing will reflect the new count. 

How to reactivate a seat:

Make sure you have enough user seats active for use before attempting to reactivate a suspended user (you may “Adjust Seats” to add a dialing seat, if necessary).

First, go to the "Team" tab, and the “My Team” submenu.

Next, select the "Show Only Suspended" drop-down option, then click the "Edit" button for the user you want to restore.

Click on the "Reactivate" button on the user profile. 

Frequently Asked Questions

What if you suspend a user but don't adjust the seat count?

You will be billed for all seat counts regardless of active or suspended status. You must adjust the seat count to avoid being billed for unneeded seats.

Can I get reports from suspended seats?

Yes, you can create reports for your team members, even if they are suspended. 

1. Go to the “Team” tab in the top navigation bar.
2. Select the “Reports” tab in the submenu. 
3. Click the gear icon next to Custom Reports. 

You should then land on the Manage Custom Reports page. 

4. Click “+ Add Report” to create a new report or edit an existing one by selecting the “Edit this Report” icon under the Actions column. 
5. Click on the “Seats” section on the left-hand navigation. 
6. There you will have the option to select “View All Seats (includes suspended)” to see your suspended seats to select and include in a report. 

How do I reactivate a seat that was suspended?

If you have accidentally suspended an account or did so on purpose, PhoneBurner saves these accounts so you can easily reactivate them.

1. Click the “Team” tab in the top navigation.
2. Select the “My Team” tab in the submenu.
3. Under the submenu, use the drop-down to filter the accounts.  
4. Select “Show Only Suspended” or “Show All”.
5. Click the “Edit” button next to the agent you want to reactivate. 
6. Select the “Reactivate” button above the user’s name. 

Will the account information still be available if I suspend and then reactivate an account?

Yes, all information that was in their account will remain with the account unless you have transferred the contacts out of the account prior to suspension. Call Recordings are still subject to the limits based on your Billing Tier (i.e. Standard retains Call Recordings for 30 days, Professional for 90, and Premium is Unlimited.)

Can I reactivate an account if I already removed the seat? 

You can reactivate any account on your team that has been suspended only if you have at least one open seat.