Creating or editing multiple users from a CSV file

A Vonage Contact Center (VCC) user is someone who interacts with VCC. A user's license determines the tasks they can perform. 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.

All users that you create in User Admin, including those with Supervisor and Admin licenses, will be able to access the account you are logged in to and only that account. If you want users with Supervisor or Admin licenses to access other accounts, you must add the account as a linked account using User Access. For information about adding linked accounts to users in User Access, see Editing a user.

In this page

You create or edit multiple users in the account you are logged in to within User Admin in the VCC Admin Portal.

Permissions

To create or edit multiple users from a CSV file you need the following permissions:

  • Edit User and Manage Routing Settings enable you to edit existing users from CSV file.
  • Create User enables you to create new users from CSV file. 

 For information about editing linked account permissions, see Editing linked account permissions.

Admin users always have access to edit all users in the account they are logged in to.

Supervisor users have access to edit supervisor, wallboard and agent users who are: 

  • assigned to the group or groups that the supervisor has Write permission to
  • not assigned to any group if the supervisor has the View Unassigned Users permission

Supervisor users also have access to edit other supervisor or wallboard users who are their managees, and themselves.

For information about setting supervisor permissions, see Supervisor permissions in User Admin.

Exporting CSV file

If you are filtering users by active or archived users when you export, the exported CSV file contains only active or archived users respectively. For information about filtering users, see Accessing and finding your way around User Admin.

To export the users that currently exist in your account, perform the following steps:

  1. Go to the Users tab in User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin.
  2. Click the menu icon () and then click Export in the menu that appears. Your browser downloads a CSV file containing your existing users to your default downloads location. The file name begins with your account name, contains the date and time of the download (as determined by your browser settings), and is appended with _users. For example, TechAuthor_7_20_2017_09_29_58_163_users.csv. or TestAccount_25_07_2017_12_56_03_167_users.csv.

User Last Login 

The downloaded CSV file contains the User Last Login column. The column contains the date and time when the user in each row last logged in to the VVC (through either standard login or SSO). If a user is linked to more than one account, the last login date represents the last successfully login to any of the VCC accounts the user is linked to. You can use this information to identify users who no longer need access to VCC and are potential candidates for archiving or deleting. This column is ignored when importing the file. 

Importing CSV file

If you are filtering users by active or archived users when you import, the imported CSV file should contain only active or archived users respectively. For information about filtering users, see Accessing and finding your way around User Admin.

Creating import file

Firstly you need to create your CSV file.

  • 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:
    1. Go to User Admin, Users tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.
    2. Click the menu icon () 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

Open the downloaded CSV file and add new rows representing new users or edit existing rows representing existing users.

Validating import file

The following section contains detailed information about the import file—required values, validation of values, and so on.

 Expand | Collapse

Importing a file processes the following columns:

ColumnDescription
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.

NameThe 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 IdUsed for single sign-on
User ActiveDetermines whether this user is active or not.
LicenseThe 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.

You cannot edit a user's ID after you have saved the user.

Physical LocationThe 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 NumberThe 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 LocationThe 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 UsernameThe 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 DisplayDetermines whether phone numbers are displayed in national or international format in ContactPad.
ContactPad enabledDetermines 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.
Telephony RegionThe 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 NumbersThe callback numbers available to the user as a ContactPad user. Enclose callback numbers in double-quotes and separate multiple callback numbers with new lines.
SkillsThe 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.
GroupsThe 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:
    • Phone Number
    • ID
  • 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.

ColumnValidation criteria
UsernameMust contain only alphanumeric or _-@. characters.
NameMust contain only alphanumeric or ASCII punctuation and symbols.
EmailMust be empty or contain a valid email address.
User ActiveMust contain 'true' and 'false'. 
LicenseMust contain 'NvmAdmin', 'Admin', 'Supervisor', 'Wallboard', or 'Agent'.
TypeMust be empty or contain 'Admin', 'Employee', 'Reseller', or 'Customer'.
IDMust be empty* or contain a number.
Physical LocationMust be empty** or a valid ISO 3166-1 alpha-2 country code.
Phone NumberMust be empty* or contain a number.
Virtual LocationMust be empty** or a valid ISO 3166-1 alpha-2 country code.
In Country DisplayMust be empty** or contain 'National' or 'International'.
ContactPad enabledMust 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'.
Callback NumbersMust be empty or contain valid callback numbers for your account.
LiveMust be a whole number in the range 51-100. Non-default values are ignored if IsAgentLevel is empty or 'false'.
Non-liveMust be a whole number in the range 1-100. Non-default values are ignored if IsAgentLevel is empty or 'false'.
Semi-liveMust 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.

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.

Uploading file

To upload your import file, perform the following steps: 

  1. Go to the Users tab in User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin.
  2. Click the menu icon () and then click Import in the menu that appears. Upload file section appears.

    Upload users
  3. 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.

Checking errors

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.

Check errors

Whole-file upload messages

Most messages that apply to the whole file—ID already exists, ID or Username are duplicated in the file—prevent you from continuing with the import. The following upload errors can appear:

  • Username 'value' appears more than once in the file, in rows nn. Duplicate usernames are not allowed.

  • ID 'value' appears more than once in the file, in rows nn. Duplicate IDs are not allowed.

  • ID 'value' - which appears in row n - already exists in Vonage Contact Center with a different username. Duplicate IDs are not allowed so you cannot add a new user with the same ID.

If you have redundant columns in your file, the columns are ignored when you import the file. You can continue with the import. The following upload message appears:

  • These columns are redundant and will not be imported: columnName.

Row-specific upload messages

Row-specific upload messages provide information about missing or invalid values within specific rows in the import file. For information about required values and validation of values, see The import file section earlier in this page. You must provide required values, and ensure that values are valid as described.

Messages are grouped by row number and indicate whether the row corresponds to a new user (Create) or an existing user (Edit). For a list of possible messages, see Errors earlier in this page.

Account license messages

If you have exceeded your agent user license limit, or creating or activating one or more users will cause you to exceed your agent user license limit, an Account License Limit Exceeded message appears. You must click to authorize additional charges that you will incur if you proceed.

If you have exceeded your maximum agent user license limit, or creating or activating one or more users will cause you to exceed your maximum agent user license limit, a Maximum Agent Limit Exceeded message appears. You cannot continue with your import until you have deleted or deactivated the required number of agent users.

For more information about agent licenses, see Agent licenses.

Importing the file

If you had to make any changes to your import file, you will need to upload your file again. For information about uploading your file, see Uploading your file earlier in this page.

When you have no remaining messages that require an action, click Continue Import.

Import progress and Summary sections appear.

The progress of the import appears in the Import progress section.

Reviewing import summary

When the import is complete, the result of the import appears in the Summary section. You can see the number of rows that failed import and the number that passed.

Expand the Failed section to see the reason or reasons for failure. Errors appear in the results column and are grouped by Action (Create or Update) and Username. For information about import failures, see Errors earlier in this page.

Failed summary

Expand the Passed section to see the rows that were successfully imported. These rows correspond to new users or updates to existing users.

Passed summary

Errors

The following section includes a table of row-specific errors that might appear at both upload and import stages.

 Expand | Collapse
ColumnRequired column?

Upload validation

Import failures
UsernameYes

(If empty or invalid) Username does not contain a valid value. Username cannot be empty and must contain only alphanumeric or _-@. characters.

(If empty) The Username field is required.

(If invalid) The field Username must match the regular expression '[a-zA-Z0-9-_@.]+'.

(If username already exists) Username is taken

NameYes

(If empty or invalid) Name does not contain a valid value. Name cannot be empty and must contain only alphanumeric or ASCII punctuation and symbols.

(If empty) The Name field is required.

(If invalid) The field Name must match the regular expression '[!-~ ]+'.

EmailYes

(If empty or invalid) Email does not contain a valid email address.

(If empty) The Email field is not a valid e-mail address. The Email field is required.

(If invalid) The Email field is not a valid e-mail address.

SSO External Id
None
User ActiveYes(If empty or invalid) User Active does not contain a valid value. Valid values are 'true' and 'false'.

(If empty) The Active User field is required.

(If invalid) 'value' is not a valid value for active user, valid values are: true, false.

LicenseYes

(If empty or invalid) License does not contain a valid value. Valid values are 'Admin', 'Supervisor', 'Wallboard', 'Agent'.

(If empty) The License field is required.

(If invalid) 'value' is not a valid value for license, valid values are: NvmAdmin, Admin, Supervisor, Wallboard, Agent.

Type
(If empty or invalid) Type does not contain a valid value. Valid values are 'Admin', 'Employee', 'Reseller', 'Customer'
(If invalid) 'value' is not a valid value for type, valid values are: Admin, Employee, Reseller, Customer.
IDYes (for Agent license type)

(If invalid) ID does not contain a valid value. Agent ID must be a number.

or

(If invalid) ID is too long (maximum is 11 characters).


(If empty and Agent license type) The Id field is required. 

(If invalid) The field Id must match the regular expression '[0-9]+'.

or

(If invalid) The field Id must be a string with a maximum length of 11. 

Physical LocationYes (if ID present)(If empty and required, or if invalid) Physical Location does not contain a valid value. Physical Location must be a valid ISO 3166-1 alpha-2 country code.

(If empty) Agent details required for Agent license

(If invalid) Country must be a valid ISO 3166 alpha-2 country code.

Phone NumberYes (if Agent license type and ID present)(If empty and required, or if invalid) Phone Number does not contain a valid value. Phone Number must be a number.

(If empty) The Phone Number field is required.

(If invalid) The field Phone Number must match the regular expression '[0-9]+'.

Virtual LocationYes (if ID present)(If empty and required, or if invalid) Virtual Location does not contain a valid value. Virtual Location must be a valid ISO 3166-1 alpha-2 country code.

(If empty) Agent details required for Agent license

(If invalid) Location must be a valid ISO 3166 alpha-2 country code.

In Country Display
(If empty and required, or if invalid) In Country Display does not contain a valid value. Valid values are 'National' and 'International'.(If invalid) 'value' is not a valid value for agent.displayFormat, valid values are: National, International.
ContactPad enabled
(If empty and required, or if invalid) ContactPad enabled does not contain a valid value. Valid values are 'true' and 'false'.(If invalid) The request was not valid.
Web RTC (if WebRTC is available for your account)
(If empty and required, or if invalid) WebRTC does not contain a valid value. Valid values are 'true' and 'false'.(If invalid) The request was not valid.
Enforced Disposition Codes (if enforced disposition codes are enabled for your account)
(If empty and required, or if invalid) Enforced Disposition Codes does not contain a valid value. Valid values are 'true' and 'false'.(If invalid) The request was not valid.
Callback Numbers
Callback Numbers do not contain valid values: invalid values. Valid values are valid values. Update the value and try importing the file again.(If invalid) Invalid callback number: invalid values
Groups
None(If non-numeric text used) Group IDs must be numeric. Please check input.
(If provided groups don't exist) Following Group IDs have not been found: missingGroupId1, missingGroupId2, ...
Skills
NoneSkill IDs must be numeric. Please check input.
Following Skill IDs have not been found: missingSkillId1, missingSkillId2, ...
Live

Live does not contain a valid value. Capacity must be a whole number in range 51-100. Update the value and try importing the file again.

The field Live must be between 51 and 100.
Non-live
Non-live does not contain a valid value. Capacity must be a whole number in range 1-100. Update the value and try importing the file again.The field Non-live must be between 1 and 100.
Semi-live
Semi-live does not contain a valid value. Capacity must be a whole number in range 1-100. Update the value and try importing the file again.The field Semi-live must be between 1 and 100.