All users that you create in User Admin
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To create a new user in the account you are logged in to, perform the following steps:
- Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
- 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.
A new user appears. Provide the following information:
Expand title Click here to see all user details Insert excerpt _ExcerptCreateEditUser _ExcerptCreateEditUser nopanel true 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.
- 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 a user, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
To edit an existing user in the account you are logged in to, perform the following steps:
- Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
- Locate the user you want to edit using search or by scrolling or filtering list.
Insert excerpt _ExcerptUserAdminViewEditUserPermission _ExcerptUserAdminViewEditUserPermission nopanel true - When you find the user you want to edit, click Edit. The user's details appear.
Update the information in the fields as required.
Expand title Click here to see all user details Insert excerpt _ExcerptCreateEditUser _ExcerptCreateEditUser nopanel true 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.
- When you have finished making changes, click Save. Your changes are saved. Alternatively click Cancel to undo all your changes.
Insert excerpt _ExcerptLicenseAndPermissions _ExcerptLicenseAndPermissions nopanel true
How do I archive and delete users?
To archive or delete a user, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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Supervisor and admin users can archive and reactivate other users; only admin users can delete archived users. Archived and deleted users do not appear in Dashboards. To find out more about Dashboards, see Dashboards Real-time Analytics. Archived users can no longer log in to Vonage Contact Center (VCC) or ContactPad. Also, archived users can no longer use their user-level API credentials to request a bearer access token. For information, see How to authenticate with a Vonage Contact Center (VCC) API. |
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You can only delete users in the single user view. You cannot delete users using bulk actions. You cannot delete a user that has any user-level API credentials in any account. To delete such a user, delete their API credentials first. For information, see Configuring API credentials. |
How do I set
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or update a user's licenses?
To set the telephony region for an agent user, you need the Edit user feature permission or update a user's licenses, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
If Global Voice Assurance is available in your account, to set the telephony region for an agent, perform the Perform the following steps:
- Go Go to User Admin.
- Locate the user that you want to set telephony region or update the license or licenses for using search or scrolling list.
Insert excerpt _ExcerptUserAdminViewEditUserPermission _ExcerptUserAdminViewEditUserPermission nopanel true - When you find the user you want to edit, click Edit. The user's details appear.
- Click Agent SettingsClick License Status.
- Under Telephony Region
In License, select the
appropriate telephony regionrequired license for the user. For
the list of available values, see What telephony regions are available? later in this page.information about license types, see User Admin.
Info You can a change a user's license to one at or below your license level.
For example, as a user with a supervisor license you can change the user's license to Supervisor, Wallboard or Agent. You cannot change the license to Admin.
Optionally allow a user with a wallboard, a supervisor, or an admin license to act as an agent. For information, see How do I allow a user to act as agent to work with interactions? later in this page.
- If available, in Products, select the applicable license or licenses for the available product or products.
- Click Save to save your settings.
How do I set telephony regions for agent users?
To set the telephony region for an agent user, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
If Global Voice Assurance is available in your account, to set the telephony region for an agent, perform the following steps:
- Go to User Admin.
- Locate the user that you want to set telephony region for using search or scrolling list.
Insert excerpt _ExcerptUserAdminViewEditUserPermission _ExcerptUserAdminViewEditUserPermission nopanel true - When you find the user you want to edit, click Edit. The user's details appear.
- Click Agent Settings.
- 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.
- Click Save to save your settings.
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To define callback numbers for an agent user, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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If enabled for your account, to restrict the callback numbers available to an agent to present from ContactPad, perform the following steps:
- Go to User Admin.
- Locate the user that you want to set the callback numbers for using search or by scrolling or filtering list.
Insert excerpt _ExcerptUserAdminViewEditUserPermission _ExcerptUserAdminViewEditUserPermission nopanel true - When you find the user you want to edit, click Edit. The user's details appear.
- Click Agent Settings.
- 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.
- Click All if you wish to add all numbers from the list or Clear to remove all numbers for the user.
- Click Save to save your settings.
How do I enable an agent user to use ContactPad with WebRTC and, optionally enable auto-answer?
To enable ContactPad with WebRTC for an agent useruser and, optionally, enable auto-answer, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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- Go to User Admin.
- Locate the user that you want to set the callback numbers for using search or by scrolling or filtering list.
Insert excerpt _ExcerptUserAdminViewEditUserPermission _ExcerptUserAdminViewEditUserPermission nopanel true - When you find the user you want to edit, click Edit. The user's details appear.
- Click Agent Settings.
- You can now enable WebRTC for the user in two ways:To enable the user to use ContactPad with WebRTC, under WebRTC Enabledthe user you want to edit, click Edit. The user's details appear.
- Click Agent Settings.
- 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.
- If enabled for your account, you can also control auto-answer settings for inbound, outbound, or both calls.
- To enable auto answer for outbound calls, under Automatically answer outbound calls, click Yes.
- To enable the user to control whether they use ContactPad with WebRTC, under Agent can enable WebRTC in ContactPadauto answer for inbound calls, under Automatically answer inbound calls, click Yes. The Use Softphone check box will appear in the user's ContactPad.
- To enable auto answer for outbound calls, under Automatically answer outbound calls, click Yes.
- Click Save to save your settings.
The user can now use WebRTC in ContactPad—although 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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To enable enforced disposition codes feature for an agent user, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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To enable an agent user to control call recordings, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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To enable an agent user to record their screen, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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To set interaction capacity for an agent user, you need the Manage Routing Settings feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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To set interaction capacity for an agent, edit the agent in User Admin. Perform the following steps:
- Go to User Admin.
- Locate the user that you want to set interaction capacity for using search or by scrolling or filtering list.
Insert excerpt _ExcerptUserAdminViewEditUserPermission _ExcerptUserAdminViewEditUserPermission nopanel true - When you find the user you want to edit, click Edit. The user's details appear.
- Click Routing Settings and then click Interaction Capacity.
- Under Interaction Capacity, click Custom.
- 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.
- Click Save to save your settings.
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How do I define the proficiency of an agent user in a skill?
To define the proficient proficiency of an agent user in a skill, you need the Manage Routing Settings feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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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 allow a user to act as agent to work with interactions?
To grant access to and allow a user to act as agent, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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To unlock a locked user account, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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To reset a user's password, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
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