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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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   title Click here to see all user details
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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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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 What 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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When an agent makes an outbound call, the agent can select a number for Vonage Contact Center in ContactPad 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 from ContactPad, 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 enable ContactPad with WebRTC for an agent user, you need the Edit User permission. For information about account permissions, see Editing linked account permissions.

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The user can now use WebRTC in ContactPad after installing the WebRTC extension and, optionally, clicking ContactPad—although they may need to select Use Softphone in ContactPad first. 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 to control call recordings 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 Save 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 enable an agent user to record their screen?

To enable an agent user to record their screen, you need the Edit User permission. For information about account permissions, see Editing linked account permissions.

To enable an agent record their screen using the Vonage CC Screen Recording application, edit the agent in User Admin.

If screen recording 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 screen recording 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 Screen Recording Enabled, click Yes to activate the feature for the user.
6. Click Save to save your settings. Repeat for all agents you enable screen recording for.

For information about screen recording in ContactPad, see Screen Recording in Vonage Contact Center.

How do I set interaction capacity for an agent user?

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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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