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For more information about users, see User Admin.If enabled for your account, you can import a CSV file to create or edit multiple users in the account you are logged in to at the same time. In this file each row represents a new or existing user. If the username already exists in Vonage Contact Center, importing the file should result in an update to the existing user. If the username does not already exist in the Vonage Contact Center, importing the file should result in the creation of a new user.
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- Go to the Users tab in User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin.
Click the menu icon (
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- If you are mostly creating new users, download a template which contains the required columns and some examples of valid users.
To download a template for creating users, perform the following steps:- Go to User Admin, Users tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.
- Click the menu icon (Image RemovedImage Added) and then click Download Template in the menu that appears. Your browser downloads users-template.csv to your default downloads location.
- If you are mostly updating existing users, you should start by exporting the existing users and make your edits in the exported file. For information about exporting the CSV file, see section above Exporting the file
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Importing a file processes the following columns: | Column | Description |
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| Username | A username for the user. The username must be unique in the account. The user uses this username to log in to the VCC Admin Portal or ContactPad. Username can only contain alphanumeric characters, underscores (_), hyphens (-) or @ symbols. Username cannot contain spaces. You cannot edit an user's username after you have saved the user. | | Name | The name of the user. If the user is also an agent, Name appears when the agent is logged in to ContactPad. | | Email | The user's email address. | | SSO External Id | Used for single sign-on | | User Active | Determines whether this user is active or not. | | License | The user's license which, along with the user's type, determines which tasks the user can perform. | | ID | A unique ID for the user if access to ContactPad enabled. If you do not provide a value when you create a user, VCC will automatically generate one for you. You cannot edit a user's ID after you have saved the user. | | Physical Location | The country code relating to the ContactPad user's telephone number. Physical Location (for example, GB) sets the international dialing prefix for the user's phone number (for example, +44). | | Phone Number | The telephone number of the user's phone that will ring when a call is assigned to them. Provide the telephone number in national format. | | Virtual Location | The virtual location that the ContactPad user is operating from. Using Vonage Contact Center, a ContactPad user can make and receive calls from anywhere. For example, if the user is in France but they are receiving calls from the United Kingdom, set the virtual location to United Kingdom. The virtual location determines the format of the telephone numbers that appear in ContactPad. In this example:- telephone numbers appear in UK format
- when the user makes an outbound call:
- the number that appears on the handset of the target is in UK format
- the user can dial a UK number as if from the UK without using the international prefix
| | VBC Username | The VBC Username column is only available if your Vonage Contact Center account is linked to a Vonage Business Communications account. For information about using VBC Username, see Configuring Vonage Contact Center and Vonage Business Communications integration. | | In Country Display | Determines whether phone numbers are displayed in national or international format in ContactPad.ContactPad enabled | | Allow to act as agent | Determines whether the user can access and use ContactPad. | Web RTC
(if WebRTC is available for your account) | Determines whether the user uses WebRTC as a ContactPad user. | Enforced Disposition Codes
(if enforced disposition codes are available for your account) | Determines whether this ContactPad user must provide a disposition code for an interaction. | Transcribe Calls
(if call transcription is available for your account) | Determines whether Vonage Contact Center should transcribe the calls made and received by this ContactPad user. | Screen Recording
(if screen recording is available for your account) | Determines whether this ContactPad user's screens will be recorded while handling a call. | | Telephony Region | The telephony region in which the ContactPad user is located. Vonage Contact Center uses a user's telephony region to determine the telephony server to use when the user makes an outbound call. | | Callback Numbers | The callback numbers available to the user as a ContactPad user. Enclose callback numbers in double-quotes and separate multiple callback numbers with new lines. | | Skills | The IDs of the skills that are assigned to this ContactPad user. Enclose skills IDs in double-quotes and separate multiple skill IDs with new lines. | | Groups | The IDs of the groups that this ContactPad user is in. Enclose group IDs in double-quotes and separate multiple group IDs with new lines. | IsAgentLevel
(if interaction capacity by agent is available for your account) | Determines whether custom interaction capacities are set for the user. | Live
(if interaction capacity by agent is available for your account) | The percentage of capacity that a live interaction, such as a phone call, uses. The value must be between 51 and 100 percent. The default value is 51. | Non-Live
(if interaction capacity by agent is available for your account) | The percentage of capacity that a non-live interaction, such as an email, uses. The value must be between 1 and 100 percent. The default value is 25. | Semi-Live
(if interaction capacity by agent is available for your account) | The percentage of capacity that a semi-live interaction, such as a chat, uses. The value must be between 1 and 100 percent. The default value is 33. |
Whether you have downloaded a new template or exported your existing users, your import file must be a valid CSV file, must contain required values, and must not contain the same ID or Username value in more than one row. All values in the import file must be valid. The file requires values in the following columns for all new and existing users: - Username
- Name
- Email
- User Active
- License
In addition to these, depending on other values in a row, you might also need to provide values in the following columns: - If you set the value of License in a row to 'agent', the following columns also require values:
- If you provide a value for ID in a row, the following columns require values for that row:
- Phone Number
- Country. If you do not provide a value, Vonage Contact Center uses the default country code for the account.
- Location. If you do not provide a value, Vonage Contact Center uses the default location code for the account.
- ContactPad enabled
If you do not provide required values, the row is not imported. Values are subject to the following validation. If you do not provide valid values, any row with an invalid value is not imported. | Column | Validation criteria |
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| Username | Must contain only alphanumeric or _-@. characters. | | Name | Must contain only alphanumeric or ASCII punctuation and symbols. | | Email | Must be empty or contain a valid email address. | | User Active | Must contain 'true' and 'false'. | | License | Must contain 'NvmAdmin', 'Admin', 'Supervisor', 'Wallboard', or 'Agent'. | | Type | Must be empty or contain 'Admin', 'Employee', 'Reseller', or 'Customer'. | | ID | Must be empty* or contain a number. | | Physical Location | Must be empty** or a valid ISO 3166-1 alpha-2 country code. | | Phone Number | Must be empty* or contain a number. | | Virtual Location | Must be empty** or a valid ISO 3166-1 alpha-2 country code. | | In Country Display | Must be empty** or contain 'National' or 'International'. | | ContactPad enabled | Must be empty** or contain 'true' or 'false'. | Web RTC
(if WebRTC is available for your account) | Must be empty** or contain 'true' or 'false'. | Enforced Disposition Codes
(if enforced disposition codes are available for your account) | Must be empty** or contain 'true' or 'false'. | Transcribe Calls
(if call transcription is available for your account) | Must be empty** or contain 'true' or 'false'. | Screen Recording
(if screen recording is available for your account) | Must be empty** or contain 'true' or 'false'. | | Callback Numbers | Must be empty or contain valid callback numbers for your account. | | Live | Must be a whole number in the range 51-100. Non-default values are ignored if IsAgentLevel is empty or 'false'. | | Non-live | Must be a whole number in the range 1-100. Non-default values are ignored if IsAgentLevel is empty or 'false'. | | Semi-live | Must be a whole number in the range 1-100. Non-default values are ignored if IsAgentLevel is empty or 'false'. |
*The value must be empty if the user has never been given access to ContactPad. This value cannot be empty for user with an agent license.
**The value must be empty if the user has never been given access to ContactPad. If value is required, but not provided, Vonage Contact Center uses account defaults. | Note |
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When you save your CSV file, ensure that your file editor does not remove leading zeros from any number values. For example, you may have an Phone Number value of 00441234567890 and an ID of 007. Some editors will remove the leading zero resulting in an Phone Number value of 441234567890 and an ID of 7. Changing the format of the cell, or column, containing the number to text often solves this problem. |
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- Go to the Users tab in User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin.
- Click the menu icon (Image RemovedImage Added) and then click Import in the menu that appears. Upload file section appears.
- In the Upload file section, click Browse.... An Open dialog box appears. Locate and open your import file from the Open dialog box. Any validation messages or errors appear in the Check errors section.
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The Check errors section contains messages about missing, duplicate or invalid values, redundant columns, license limits and so on. Some of these messages require you to take action; others are for information only.
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