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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 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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   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.

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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To 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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   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 Save. You cannot click Save until you have corrected all the errors.

5. When you have finished making changes, click 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, 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 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.
5. Click 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 agentWhat telephony regions are available? later in this page.
6. Click Save to save your settings.

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What telephony regions are available?

How do I define callback numbers for an agent user?

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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 Save to save your settings.

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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.
7. Click Save to save your settings.

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