Configuring user licenses

A license describes a user's ability to perform certain actions or to access certain products. There are two main groups of licenses: Vonage Contact Center (VCC) licenses and product licenses.

VCC licenses

A Vonage Contact Center user can have one of the following licenses:

• Agent. A user who can handle inbound and outbound interactions. In addition to their default access, you can configure agents to have access to their own call recordings or all call recordings.
• Wallboard. A user who can view real-time data (in Real Time) but no other VCC Admin Portal features.

• Supervisor. A user who can perform normal day-to-day call center tasks. A supervisor can access and perform limited tasks within Real Time, Dashboards, and System Settings.

  Permissions

  Supervisor users can view and edit other users, groups and skills in User Admin according to their assigned permissions.
• Admin. The highest level of Vonage Contact Center user. An admin user perform all tasks within the VCC Admin Portal including:
  
  • Creating interaction plans in Interaction Plans Architect
  • Modifying System Settings
  • Linking a VCC Admin Portal account to Salesforce account.

  An admin user can also install Vonage Contact Center into Salesforce.

  Admin users can view and edit other users, groups, skills and schedules in User Admin.

Product licenses

Product licenses give a user access to a product. Currently the only product that requires a license is Analytics.

Analytics

A user can have one of the following Analytics licenses:

• Viewer
• Creator

For information about what the licenses allow the user to do in Analytics, see Licenses in Using Historical Analytics.

How do I manage licenses for individual users?

When you create a new user, you must set their VCC license. For information about creating a new user, see How do I create a new user? in Configuring individual users. You can optionally set product licenses, if available, at the same time.

To update a user's licenses, you need to edit the user's record and change their license. For information about editing an existing user, see How do I edit an existing user's details? in Configuring individual users.

How do I view contracted and allocated licenses in my account?

To see the number of contracted licenses in your account and how many of them are allocated to users, go to Licenses in User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin.

Licenses contains view-only information in the following areas:

• Products. The left side of the screen shows VCC and any products that have associated licenses — currently only Analytics.
• The right side of the screen contains details and users:
  
  • Details. The top of the screen, the details section shows the number of contracted licenses of the applicable types — agents, supervisors, wallboard, and admin — and the number of those licenses that are allocated to users.
    In the example, there are 185 licenses in the account, 100 of these are agent licenses, 50 supervisor, 15 wallboard, and 20 admin. 79 of the licenses are allocated to users, 69 of them to agents, and so on.
  • Users. At the bottom of the screen is a list of the users who have been allocated licenses. You will only see the users you have access to view, so you may only see a subset of the users with allocated licenses. You can filter the list of users by license type or username.
    In the example, only 54 users with licenses appear in the list. The user viewing licenses does not have access to view the remaining 23 users.