For more information about users, see User Admin.

In the User Admin area of the VCC Admin Portal, you can configure your users in the account you are logged in to.

How do I create a new user?

To create a user, you need the Create user and Edit user permissions. For information about feature permissions, see Configuring admin and supervisor feature permissions.

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: 

   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.

How do I view an existing user's details?

When you first access User Admin, a list of users you can access in the account you are logged in to appears. From this list you can see each user's name, username and license. If the user has agent access granted, the user's ID, assigned skills, and groups to which they belong also appear.

To see additional details—the user's email address, phone number, location, and so on—click Edit or View. The user's details appear either in view or edit mode.

How do I edit an existing user's details?

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:

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. 
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. 

   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?

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.

In the User Admin area of the Vonage Contact Center (VCC) Admin Portal, you can archive users, revert users to active, and delete archived users. You can filter archived and active users to improve performance, particularly in accounts with large number of users. For information about filtering users, see Accessing and finding your way around User Admin.

Archiving and reverting users to active

To archive a user, perform the following steps:

1. Go to User Admin.
2. Locate the user you want to archive. Limit the number of users displayed by selecting Active users in the Filter list. 
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Archived.
5. Click Save to save your settings.

The user is now archived and is not visible in the Active users view any longer. A red user icon appears next to the names of archived users.

To revert an archived user back to active, perform the following steps:

1. Go to User Admin.
2. Locate the user you want to revert from archived to active. Limit the number of users displayed by selecting Archived users in the Filter list. 
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Active.
5. Click Save to save your settings.

The user is now active and is not visible in the Archived users view any longer.

Deleting users

To delete a user, perform the following steps:

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 and reverting users to active earlier in this page. 
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.

How do I set or update a user's licenses?

To set 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.

Perform the following steps:

1. Go to User Admin.
2. Locate the user that you want to set or update the license or licenses for using search or scrolling list. If you do not see the user, you do not have permission to view or edit this user. For information about supervisor user permissions, see Supervisor permissions in User Admin.
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click License Status.

5. In License, select the required license for the user. For information about license types, see User Admin.

   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.

6. If available, in Products, select the applicable license or licenses for the available product or products.
7. 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: 

1. Go to User Admin.
2. Locate the user that you want to set telephony region for using search or scrolling list. 
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.

All agents must have a telephony region for Global Voice Assurance to work correctly.

What telephony regions are available?

VCC uses the value of Telephony Region to determine the location of the infrastructure to use to deliver outbound calls. For example, VCC uses infrastructure in the London region to deliver outbound calls from agents with a Telephony Region of London.

How do I define callback numbers for an agent user?

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.

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. 
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.

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 user and, optionally, enable auto-answer, you need the Edit user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.

For information about using ContactPad with WebRTC, see ContactPad with WebRTC.

If WebRTC is available in the agent's account, 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. 
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Agent Settings.
5. 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.

6. 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 auto answer for inbound calls, under Automatically answer inbound calls, click Yes.
7. Click Save to save your settings.

The user can now use WebRTC in ContactPad — although they may need to select Use Softphone in ContactPad first. For information about using ContactPad with WebRTC, see Using ContactPad with WebRTC.

How do I enable enforced disposition codes feature for an agent user?

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.

To enable an agent to use the enforced disposition codes feature, edit the agent in User Admin.

If the enforced disposition codes feature 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 enforced disposition codes feature for using search or by scrolling or filtering list. 
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Agent Settings.
5. Under Enforced Disposition Codes Enabled, click Yes to activate the feature for the user.
6. Click Save to save your settings. Repeat for all users you want to use the enforced disposition codes feature.

How do I enable an agent user to control call recordings?

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.

To enable an agent to stop (pause) and start (resume) call recordings in ContactPad, edit the agent in User Admin.

If call recording control 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 to control call recordings using search or by scrolling or filtering list. 
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 feature permission. For information about feature permissions, see Configuring admin and supervisor feature 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. 
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?

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.

You can define interaction capacity settings for individual agents. This setting takes precedence over the settings defined for an account in System Settings. For more information about setting account level interaction capacity, see Editing Configuration (Account Settings).

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. 
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.

To revert the settings to the interaction capacity settings defined for the account in System Settings, click Default and then click Save.

How do I define the proficiency of an agent user in a skill?

To define the 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.

A skill level indicates how proficient an agent user is in the skill.

To set the level an agent has in a skill, perform the following steps:

1. Go to User Admin.
2. Locate the user you want to define the proficiency of using search or by scrolling or filtering the list of users. 
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Routing Settings and then click Skills.
5. Optionally add a new skill.
6. Alongside the applicable skill or skills, click the appropriate number on the slider or sliders. For an existing skill, a description of the change you make appear alongside the slider, for example 'Level 7 to 6'.
7. Click Save to save your settings.

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.

You can allow users such as supervisors, administrators, or wallboard users to act as agents and handle calls or other interactions. Agents have access and use enabled by default due to the nature of their work. You cannot revoke this access in VCC. 

To allow user to act as agent, perform the following steps:

1. Go to User Admin.
2. Locate the non-agent user you want to allow or deny to act as agent. 
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click License Status.
5. The field Agent access granted may appear:
   • If the non-agent user is not currently granted with agent access, Agent access granted appears. Click Yes to grant agent access.
   • If the non-agent user is already granted with agent access, Agent access granted does not appear.
6. The field Allow to act as agent appears. Click Yes to allow the user to act as agent.
7. Click Save to save your settings.

When you have granted agent access and saved this setting—by clicking Create or Save—you cannot revoke access for the user. You can allow or deny to act as agent for the user at any time. Granting agent access to the supervisor, wallboard, or admin users does not increase usage of contracted agents licenses.  

How do I unlock a locked user account?

After five or more incorrect attempts to log in to VCC Portal or ContactPad, a user's account is locked.

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.

To unlock user account, perform the following steps:

1. Go to User Admin.
2. Locate the user whose account you want to unlock. Users with locked account are indicated by lock icon next to their name. 
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Unlock user account. A dialog box appears. If the button is unavailable, you don't have Manage Routing Settings permission granted.
5. Click Confirm to unlock user account. Alternatively click Cancel to cancel unlocking user account.

How do I reset a user's password?

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.

To reset the user's password, perform the following steps:

1. Go to User Admin, Users tab.
2. Locate the user whose password you want to reset.  
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click Reset password. A dialog box appears. If the button is disabled, it means you don't have Manage Routing Settings permission granted.
5. Click Send password reset link to reset user password. An email with reset password link will be send to the user. Alternatively click Cancel to cancel resetting user password. 

How do I clone an existing user?

To clone an existing user, you need the Create user feature permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.

To clone an existing user, perform the following steps:

1. Go to User Admin.
2. Locate the user you want to clone. Click the Clone user icon. A clone dialog appears.
   
3. Provide the required Personal data and — if you are cloning an agent — Agent settings. 
4. To create a new user with the values you provide and with settings from the original user, click Clone user.