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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. 

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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. Open Users tab. To add a new user, click Create New and click User on the menu that appears.
   Image RemovedA new user appears. Provide the following information:excerpt-user in the top-right corner. If the button is unavailable, you don't have enough permissions to create new user.

3. A new user appears. Provide the following information: 

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   title Click here to see all user details
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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. If you leave a mandatory field empty or enter a value that is not valid, an error message appears. The number of errors appears alongside Create. You cannot click Create until you have corrected all the errors.Image Removed
   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.

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When you first access User Admin, a list of users you can access 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 enabledagent access granted, the user's ID, assigned skills, and groups to which they belong also appear.

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How do I

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edit an existing user's details?

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

To update edit 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

     an error message appears. The number of errors appears alongside 

   Update

   Save. You cannot click

   Update

   Save until you have corrected all the errors.

   
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5. When you have finished making changes, click Update Save. Your changes are saved. Alternatively click Cancel to undo all your changes.

How do I archive and delete users?

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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 Save 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.

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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 Save to save your settings.

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

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To delete a user, perform the following steps:

1. Go to User Admin, Users tab.
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 Delete to delete the user. Alternatively click Cancel to cancel deleting the user.

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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 Save to save your settings.

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

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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 Save to save your settings.

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

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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 Save 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.

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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 Save to save your settings. Repeat for all users you want to use the enforced disposition codes feature.

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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 Agent can toggle call recordings in ContactPad, click Yes to activate the feature for the user.
6. Click Update Save to save your settings. Repeat for all agents you want to control call recordings.

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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 Save 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 Save.

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

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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 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 Save 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

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allow user to act as agent to work with interactions?

To grant access to and enable use of ContactPad for a non-ContactPad userallow user to act as agent, 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 allow users such as supervisors, administrators, or wallboard users to access and use ContactPad to act as agents and 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 ContactPadallow user to act as agent, 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 fromallow or deny to act as agent. 

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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 Agent access granted may  may appear:
   • If the non-ContactPad agent user is not currently granted with agent access to ContactPad, ContactPad Agent access granted appears. Click Yes to grant ContactPad agent access.
   • If the non-ContactPad agent user is already granted with agent access to ContactPad, ContactPad Agent access granted does not appear.
6. The field ContactPad enabled Allow to act as agent appears. Click Yes to enable allow the user to use ContactPadact as agent.
7. Click Update Save to save your settings.

When you have granted agent access to ContactPad and saved this setting—by clicking Create or Update Save—you cannot revoke access for the user. You can enable or disable the use of ContactPad allow or deny to act as agent for the user at any time. Granting agent access to the supervisor, wallboard, or admin users does not increase usage of contracted agents licenses.  

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 accountlocked.

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 user whose account you want to unlock. Users with locked account are indicated by lock icon next to their name. 

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Unlock user account. A dialog box appears. If the button is unavailable, you don't have Manage Routing Settings permission granted.
5. Click Confirm to unlock user account. Alternatively click Cancel to cancel unlocking user account.

How do I reset a user's password?

To reset a user's password, you need the Edit User permission. For information about account permissions, see Editing linked account permissions. 

To unlock user accountTo reset the user's password, perform the following steps:

1. Go to User Admin, Users tab.
2. Locate the user whose account you want to unlock. Users with locked account are indicated by lock icon next to their name. password you want to reset.  

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3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Unlock user account Reset password. A dialog box appears.
   Image RemovedClick Confirm to unlock user account. If the button is disabled, it means you don't have Manage Routing Settings permission granted.
5. Click Send password reset link to reset user password. An email with reset password link will be send to the user. Alternatively click Cancel to cancel unlocking resetting user accountpassword.