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Insert excerpt_ExcerptWhatAreUsers_ExcerptWhatAreUsersnopaneltrue For more information about users, see User Admin.In the User Admin area of the VCC Admin Portal, you can configure your users in the account you are logged in to. Insert excerpt_ExcerptAddingLinkedAccountsInUserAccess_ExcerptAddingLinkedAccountsInUserAccessnopaneltrue

How do I create a new user?

To create a new user in the account you are logged in to, perform the following steps:

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How do I view an existing user's details?

When you first access User Admin, a list of the users in the account you are logged in to appears. From this list you can see each user's name, username and license. If the user has an agent license or is voice-function enabled, the user's ID, assigned skills, and groups to which they belong also appear.

To see additional details—the user's email address, phone number, location, and so on—click Edit. The user's details appear in edit mode.

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How do I update an existing user's details?

To update an existing user in the account you are logged in to, perform the following steps:

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How do I delete a user?

Currently, deleting users is not possible in User Admin. To delete an agent user, use Real Time. To delete a non-agent user, use User Access.

How do I inactivate a user?

To deactivate an existing user in the account you are logged in to, perform the following steps:

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In the User Admin area of the VCC Admin Portal, you can configure your users in the account you are logged in to.

How do I create a new user?

To create a user, you need the Create User and Edit User permissions. For information about account permissions, see Editing linked account permissions.

To create a new user in the account you are logged in to, perform the following steps:

1. Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
2. To add a new user, click Create New and click User on the menu that appears.
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3. A new user appears. Provide the following information:

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   As you enter information into fields, an undo icon appears alongside those fields. Click the icon to clear the field.
   If you leave a mandatory field empty or enter a value that is not valid, an information icon appears. Click the icon to see the message. The number of errors appears alongside Create. You cannot click Create until you have corrected all the errors.Image Added
   
   Change the data accordingly. You cannot save the user until you correct all errors.

4. When you have provided valid information in all mandatory fields, click Create. Your new user is created. Alternatively click Cancel to cancel creating this new user.

How do I view an existing user's details?

When you first access User Admin, a list of users in the account you are logged in to appears. From this list you can see each user's name, username and license. If the user has ContactPad enabled, the user's ID, assigned skills, and groups to which they belong also appear.

To see additional details—the user's email address, phone number, location, and so on—click Edit or View. The user's details appear either in view or edit mode.

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How do I update an existing user's details?

To update a user, you need the Edit User permission. For information about account permissions, see Editing linked account permissions.

To update an existing user in the account you are logged in to, perform the following steps:

1. Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
2. Locate the user you want to edit using search or by scrolling or filtering list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Update the information in the fields as required.

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   As you change the information in the fields, undo icon appears alongside those fields. Click the icon to revert the contents of the field to the saved version.
   If you leave a mandatory field empty or enter a value that is not valid, the field's border changes to red and an information icon appears. Click the icon to see the message. The number of errors appears alongside Update. You cannot click Update until you have corrected all the errors.
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5. When you have finished making changes, click Update. Your changes are saved. Alternatively click Cancel to undo all your changes.

How do I archive and delete users?

To archive or delete a user, you need the Edit User permission. For information about account permissions, see Editing linked account permissions.

In the User Admin area of the Vonage Contact Center (VCC) Admin Portal, you can archive users, revert users to active, and delete archived users. You can filter archived and active users to improve performance, particularly in accounts with large number of users. For information about filtering users, see Accessing and finding your way around User Admin.

Archiving and reverting users to active

To archive a user, perform the following steps:

1. Go to User Admin.
2. Locate the user you want to archive. Limit the number of users displayed by selecting Active users in the Filter list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Archived.
5. Click Update to save your settings.

The user is now archived and is not visible in the Active users view any longer. A red user icon appears next to the names of archived users.

To revert an archived user back to active, perform the following steps:

1. Go to User Admin.
2. Locate the user you want to revert from archived to active. Limit the number of users displayed by selecting Archived users in the Filter list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Active.
5. Click Update to save your settings.

The user is now active and is not visible in the Archived users view any longer.

Deleting users

To delete a user, perform the following steps:

1. Go to User Admin.
2. Locate the user you want to delete. Limit the number of users displayed by selecting Archived users in the Filter list. If you want to delete an active user, you need to archive them first. For information about archiving users, see Archiving and reverting users to active earlier in this page. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Delete user. A dialog box appears.
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5. Click Confirm to delete the user. Alternatively click Cancel to cancel deleting the user.

How do I set telephony regions for agent users?

To set the telephony region for an agent user, you need the Edit User permission. For information about account permissions, see Editing linked account permissions.

If Global Voice Assurance is available in your account, to set the telephony region for an agent, perform the following steps: 

1. Go to User Admin.
2. Locate the user that you want to set telephony region for using search or scrolling list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Agent Settings.
5. Under Telephony Region, select the appropriate telephony region for the user. For the list of available values, see Setting the telephony region for an agent.
6. Click Update to save your settings.

All agents must have a telephony region for Global Voice Assurance to work correctly.

How do I define callback numbers for an agent user?

To define callback numbers for an agent user, you need the Edit User permission. For information about account permissions, see Editing linked account permissions.

When an agent makes an outbound call, the agent can select a number for Vonage Contact Center to present to the person they are calling. In Vonage Contact Center, these presented numbers are called outbound CLIDs, or callback numbers. For more information, see Callback numbers.

If enabled for your account, to restrict the callback numbers available to an agent to present, perform the following steps: 

1. Go to User Admin.
2. Locate the user that you want to set the callback numbers for using search or by scrolling or filtering list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Agent Settings.
5. Under Callback Numbers, select the numbers you wish the user to have access to. The dropdown list contains all outbound CLIDs available for the user.
6. Click All if you wish to add all numbers from the list or Clear to remove all numbers for the user.
7. Click Update to save your settings.

How do I enable an agent user to use ContactPad with WebRTC?

To enable ContactPad with WebRTC an agent user, you need the Edit User permission. For information about account permissions, see Editing linked account permissions.

For information about using ContactPad with WebRTC, see ContactPad with WebRTC.

If WebRTC is available in the agent's account, perform the following steps:

1. Go to User Admin.
   
2. Locate the user that you want to set the callback numbers for using search or by scrolling or filtering list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Agent Settings.
5. You can now enable WebRTC for the user in two ways:
   • To enable the user to use ContactPad with WebRTC, under WebRTC Enabled, click Yes.

   • To enable the user to control whether they use ContactPad with WebRTC, under Agent can enable WebRTC in ContactPad, click Yes. The Use Softphone check box will appear in the user's ContactPad.

6. Click Update to save your settings.

The user can now use WebRTC in ContactPad after installing the WebRTC extension and, optionally, clicking Use Softphone in ContactPad. For information about using ContactPad with WebRTC, see Using ContactPad with WebRTC.

How do I enable enforced disposition codes feature for an agent user?

To enable enforced disposition codes feature for an agent user, you need the Edit User permission. For information about account permissions, see Editing linked account permissions.

To enable an agent to use the enforced disposition codes feature, edit the agent in User Admin.

If the enforced disposition codes feature is available in the agent's account, and you are enabled to switch this feature on and off for individual agents, perform the following steps:

1. Go to User Admin.
2. Locate the user that you want to enable enforced disposition codes feature for using search or by scrolling or filtering list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Agent Settings.
5. Under Enforced Disposition Codes Enabled, click Yes to activate the feature for the user.
6. Click Update to save your settings. Repeat for all users you want to use the enforced disposition codes feature.

How do I enable an agent user to control call recordings?

To enable an agent user to control call recordings, you need the Edit User permission. For information about account permissions, see Editing linked account permissions.

To enable an agent to stop (pause) and start (resume) call recordings in ContactPad, edit the agent in User Admin.

If call recording control is available in the agent's account, and you are enabled to switch this feature on and off for individual agents, perform the following steps:

1. Go to User Admin.
2. Locate the user that you want to enable enforced disposition codes feature for using search or by scrolling or filtering list. 

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3. When you find the user you want to edit, click   Edit. The user's details appear.
4. Click LICENSE STATUSAgent Settings.
5. Under Active, click No Agent can toggle call recordings in ContactPad, click Yes to activate the feature for the user.
6. Click Update to save your settings to save your settings. Repeat for all agents you want to control call recordings.

For information about controlling call recording in ContactPad, see Call recording.

How do I set

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interaction capacity for an agent

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user?

To set the telephony region for an agent, edit the agent in User Admin. Set the agent's telephony region to the region of the agent's telephone number. For example, an agent with a UK telephone number should have a telephony region of EMEA - Primary (11). For the list of available values, see Setting the telephony region for an agent.

If Global Voice Assurance is available in your account, to set the telephony region for an agent, perform the following steps: 

1. Go to User Admin.
2. Locate the agent that you want to set telephony region for using search or scrolling list.
3. When you find the agent, click Edit. The user's details appear.
4. Click AGENT SETTINGS.
5. Under Telephony Region, select the appropriate telephony region for the agent.
6. Click Update to save your settings.

All agents must have a telephony region for Global Voice Assurance to work correctly.

How do I define callback numbers for an agent user?

When an agent makes an outbound call, the agent can select a number for Vonage Contact Center to present to the person they are calling. In Vonage Contact Center, these presented numbers are called outbound CLIDs, or callback numbers. For more information, see Callback numbers.

If enabled for your account, to restrict the callback numbers available to an agent to present, perform the following steps: 

1. Go to User Admin.
2. Locate the agent that you want to set the callback numbers for using search or scrolling list.
3. When you find the agent, click Edit. The user's details appear.
4. Click AGENT SETTINGS.
5. Under Callback Numbers, select the numbers you wish the agent to have access to. The dropdown list contains all outbound CLIDs available for the agent.
6. Click All if you wish to add all numbers from the list or Clear to remove all numbers for the agent.
7. Click Update to save your settings.

How do I enable an agent user to use ContactPad with WebRTC?

For information about using ContactPad with WebRTC, see ContactPad with WebRTC.

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To enable an agent to use ContactPad with WebRTC, edit the agent in User Admin. If WebRTC is available in the agent's account, to enable an agent to use it with ContactPad, perform the following steps:

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interaction capacity for an agent user, you need the Manage Routing Settings permission. For information about account permissions, see Editing linked account permissions.

You can define interaction capacity settings for individual agents. This setting takes precedence over the settings defined for an account in System Settings. For more information about setting account level interaction capacity, see Editing System Settings.

To set interaction capacity for an agent, edit the agent in User Admin. Perform the following steps:

1. Go to User Admin.
2. Locate the user that you want to set interaction capacity for using search or by scrolling or filtering list. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Routing Settings and then click Interaction Capacity.
5. Under Interaction Capacity, click Custom.
6. Set the percentage of capacity for each interaction type for the agent:
   • Live - eg. Phone (51-100)—the percentage for a live interaction, such as a phone call, between 51 and 100 percent.
   • Non-live - eg. Case (1-100)—the percentage for a non-live interaction, such as an email, between 1 and 100 percent.
   • Semi-live - eg. Chat (1-100)—the percentage for a semi-live interaction, such as chat, between 1 and 100 percent.
     
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7. Click Update to save your settings.

To revert the settings to the interaction capacity settings defined for the account in System Settings, click Default and then click Update.

How do I define the proficiency of an agent user in a skill?

To define the proficient of an agent user in a skill, you need the Manage Routing Settings permission. For information about account permissions, see Editing linked account permissions.

A skill level indicates how proficient an agent user is in the skill.

To set the level an agent has in a skill, perform the following steps:

1. Go to User Admin.
2. Locate the user you want to define the proficiency of using search or by scrolling or filtering the list of users. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click AGENT SETTINGS.
5. Under WebRTC Enabled, click Yes.
6. Click Update to save your settings.

How do I enable enforced disposition codes feature for an agent user?

To enable an agent to use the enforced disposition codes feature, edit the agent in User Admin.

If the enforced disposition codes feature is available in the agent's account, and you are enabled to switch this feature on and off for individual agents, perform the following steps:

1. Go to User Admin.
2. Locate the agent that you want to enable enforced disposition codes feature for using search or scrolling list.
3. When you find the agent, click Edit. The user's details appear.
4. Click AGENT SETTINGS.
5. Under Enforced Disposition Codes Enabled, click Yes to activate the feature for the agent.
6. Click Update to save your settings. Repeat for all agents you want to use the enforced disposition codes feature.

How do I set interaction capacity for an agent user?

You can define interaction capacity settings for individual agents. This setting takes precedence over the settings defined for an account in System Settings. For more information about setting account level interaction capacity, see Editing System Settings.

To set interaction capacity for an agent, edit the agent in User Admin. Perform the following steps:

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To revert the settings to the interaction capacity settings defined for the account in System Settings, click Default and then click Update.

How do I define the proficiency of an agent user in a skill?

A skill level indicates how proficient an agent user is in the skill.

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1. Routing Settings and then click Skills.
2. Optionally add a new skill.
3. Alongside the applicable skill or skills, click the appropriate number on the slider or sliders. For an existing skill, a description of the change you make appear alongside the slider, for example 'Level 7 to 6'.
4. Click Update to save your settings.

The selected skill levels can now be used to determine which agent to route an interaction to. In a scenario where two agents, with otherwise identical characteristics, are available to handle an interaction at the same time, the agent with the highest level in a mandatory or unexpired skill will receive the interaction.

How do I grant access to and enable use of ContactPad for a non-ContactPad user?

To grant access to and enable use of ContactPad for a non-ContactPad user, you need the Edit User permission. For information about account permissions, see Editing linked account permissions.

You can enable non-ContactPad users like supervisors, admin or wallboard users to access and use ContactPad to handle calls or other interactions. Agents have access and use enabled by default due to the nature of their work. You cannot revoke this access in VCC. 

To grant access to and enable use of ContactPad, perform the following steps:

1. Go to User Admin.
2. Locate the non-agent user you want to grant or revoke ContactPad access to or from. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click License Status.
5. The field ContactPad access granted may appear:
   • If the non-ContactPad user is not currently granted access to ContactPad, ContactPad access granted appears. Click Yes to grant ContactPad access.
   • If the non-ContactPad user is already granted access to ContactPad, ContactPad access granted does not appear.
6. The field ContactPad enabled appears. Click Yes to enable the user to use ContactPad.
7. Click Update to save your settings.

When you have granted access to ContactPad and saved this setting—by clicking Create or Update—you cannot revoke access for the user. You can enable or disable the use of ContactPad for the user at any time.

How do I unlock a locked user account?

After five or more incorrect attempts to log in to VCC Portal or ContactPad, a user's account is locked. To unlock a locked user account, you need the Edit User permission. For information about account permissions, see Editing linked account permissions. 

To unlock user account, perform the following steps:

1. Go to User Admin.
2. Locate the agent user whose account you want to define the proficiency of using search or by scrolling the list of users.
3. When you find the agent you want to edit, click Edit. The user's details appear.
4. Click Routing Settings and then click Skills.
5. Optionally add a new skill.
6. Alongside the applicable skill or skills, click the appropriate number on the slider or sliders. For an existing skill, a description of the change you make appear alongside the slider, for example 'Level 7 to 6'.
7. Click Update to save your settings.

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1. unlock. Users with locked account are indicated by lock icon next to their name. 

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2. When you find the user you want to edit, click Edit. The user's details appear.
3. Click Unlock user account. A dialog box appears.
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4. Click Confirm to unlock user account. Alternatively click Cancel to cancel unlocking user account.