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How do I create NVM user accounts for my existing Salesforce users?

If enabled for your account, you can create NVM user accounts for your existing Salesforce users from within Salesforce. Before you can create NVM users, you must perform the following tasks:

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1. Go to the NewVoiceMedia User Creation tab. NewVoiceMedia User Creation appears.

2. In Username, type username of an existing NVM user to use as template for the new NVM users.

   Note

   The new users will have same skills, groups, country, type, telephony region, license, and so on, as the template user. If you provide the username of an agent or a voice-enabled supervisor, your new NVM users will be able to make and receive interactions. If you provide the username of a supervisor, your new NVM users will have the same user role, and the same group, queue, and line permissions as appear for the template user in the User Access area of the NewVoiceMedia platform. For information about the User Access area, see Configuring user access.

   
   

3. In View, select the Salesforce view that contains the existing Salesforce users you are creating NVM user accounts for.
   The Salesforce users in the selected view appear along with any potential issues.
   
   In this example, none of the Salesforce users have a value in NVM Agent Id.
   If you are creating NVM users who are either agents or voice-enabled supervisors, you must provide values before proceeding. You can automatically generate the IDs which adds a value to the NVM Agent Id field for all the users in the view. The generated IDs start at the value you set in Starting ID and miss out any agent IDs already in use. Optionally type a number other than 1 in Starting ID and click Generate Agent IDs to generate IDs.
   
4. Click Create NewVoiceMedia users. Results appears.
   
   In this example, three users were created and two failed:
   • One user failed due to having no telephone number. Add a telephone number to the Salesforce user and try again.

   • The other user failed because an NVM user already exists with that username. A similar error appears if the Salesforce user contains an agent ID that is already in use by an NVM user—Agent ID 'agentID' is already in use. The existing NVM users may already be linked with the Salesforce users. In this case you can ignore these errors unless you want to update the NVM users.

     Info
     You cannot currently update NVM users from within Salesforce. To update the NVM users, you must edit the users in the NewVoiceMedia platform.

     The username or ID might otherwise belong to NVM users that you do not want to link to your Salesforce users. In this case you need to change the Salesforce user's Username or NVM Agent ID values and try again.

NVM users that you create using an NVM user with either an agent or a supervisor license appear in User Admin and Real Time. The NVM users you create based on a supervisor also appear in User Access.

Limitations

When you create NewVoiceMedia users from Salesforce, the new users do not receive a welcome email.

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