Page Comparison

The user's name for display purposes throughout the VCC Admin Portal. For example, this name appears when the user is logged in to ContactPad or in the users list.

Type the name you want to appear in the user interface in relation to this user.

Optional. The value that you want Vonage Contact Center to use to match VCC users with their Salesforce or Microsoft users when using single sign-on.

If single sign-on is enabled for your account and your account is configured to use an External ID as the identifier for single sign-on, type the value that will match the logged in Salesforce user's identifier value.

The user's license. The license determines what tasks the user can perform in Vonage Contact Center and ContactPad. For information about licenses, see User Admin.

Click Admin, Supervisor, Wallboard, or Agent in the License list.

The country code for the agent's physical location. Vonage Contact Center uses Physical Location primarily for routing.

Click the agent's physical location in the Physical Location list.

The agent's phone number in national format. Vonage Contact Center routes calls to this number.

Type the agent's phone number in national format.

The country code for the agent's virtual location.

Using the VCC Admin Portal, an agent can make and receive calls from anywhere. For example, an agent could be in France but making and receiving calls from the United Kingdom. In this case, you should set Virtual Location to United Kingdom +44. 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 agent makes an outbound call:
  • The number that appears on the handset of the target is in UK format
  • The agent can dial a UK number as if from the UK without using the international prefix

Click the agent's virtual location in the Virtual Location list.

In ContactPad various telephone numbers appear when an agent receives or makes a call. You can present these numbers in national or international format. 

Vonage Contact Center uses the In Country Display when locating associated records for screen pops. For more information about telephone number format, see Telephone number formats in Vonage Contact Center in Salesforce.

We recommend that you use international format throughout Vonage Contact Center.

The telephony region in which the agent is located. Vonage Contact Center uses an agent's telephony region to determine the telephony server to use when the agent makes an outbound call.

Telephony Region is required for the Global Voice Assurance feature. For information about Global Voice Assurance, see Global Voice Assurance.

If Global Voice Assurance is enabled for your account, provide the telephony region for the agent. For more information about setting the telephony region, see the How do I set telephony regions for agents? section in this page.

• Default—the value set in System Settings determines the call rating frequency for this agent
• Custom—set a custom percentage value for call rating frequency for this agent. Type a value within the range of 1-100. The value must be a whole number.

Determines whether this agent can use ContactPad with WebRTC. For information about enabling ContactPad with WebRTC, see How do I enable an agent user to use ContactPad with WebRTC? later in this page.

When you create an agent, all callback numbers in the account are available for the agent to use.

Click the x alongside a callback number to remove it.
Click Clear to remove all the callback numbers.
Click All to add all the callback numbers.

Determines whether this agent can control call recordings in ContactPad. For information about call recordings, see Call recording.

The maximum number of seconds an agent can remain in a Wrap Up (Auto) state after an outbound call ends. The agent can use this time to make notes about the previous call, for example. After the maximum time, the user's state is changed to Ready.

The overall default is 180 seconds. The default for your account is in the Outbound Wrap-Up Time field in System Settings. For information about setting the default timeout for your account, see Editing System Settings.

To set Outbound Wrap Timeout to the default for your account, click Default.
To override the account default, click Custom. A new field appears. Type the maximum number of seconds that an agent can be in the Wrap Up (Auto) state after an outbound call. The value must be a number between 1 and 7200 seconds.

Determines whether this agent can control call recordings in ContactPad. For information about call recordings, see Call recording.

The maximum number of seconds an agent can remain in a Wrap Up (Auto) state after an outbound call ends. The agent can use this time to make notes about the previous call, for example. After the maximum time, the user's state is changed to Ready.

The overall default is

180 seconds. The default for

your account is in the

Outbound Wrap-Up Time field in System Settings. For information about setting the default timeout for

your account, see 

Editing System Settings.

To set

Outbound Wrap Timeout to the default for

your account, click Default.
To override the

account default, click Custom. A new field appears. Type the maximum number of seconds that an agent can be in the

Wrap Up (Auto) state after an outbound call. The value must be a number between 1 and 7200 seconds.

The maximum time, in seconds, that an agent can be in an unexpected state due to the agent's line being busy (Line busy state appears in ContactPad). After the maximum time, the user's state is changed to Ready.

The overall default is 10 seconds. The default for individual groups is in the Max Unexpected (s) field in the group's record. For information about setting the timeout for a group, see Configuring groups.

To set Agent Invalid Number Line Busy Timeout to the default for the group, click Default.
To override the group's default, click Custom. A new field appears. Type the maximum number of seconds that an agent can be in the Network Congestion  Line busy state. The value must be a number between 1 and 7200 seconds.

The maximum time, in seconds, that an agent can be a fault state due to

the agent having an invalid number in their settings (Network Congestion state appears in ContactPad).

After the maximum time, the user's state is changed to Ready.

The overall default is 10 seconds. The default for individual groups is in the Max Unexpected (s) field in the group's record. For information about setting the timeout for a group, see Configuring groups.

To set Agent

Invalid Number Timeout to the default for the group, click Default.
To override the group's default, click Custom. A new field appears. Type the maximum number of seconds that an agent can be in the Network Congestion state. The value must be a number between 1 and 7200 seconds.

Determines the percentage of calls that this agent has to rate:

• Default—the value set in System Settings determines the call rating frequency for this agent
• Custom—set a custom percentage value for call rating frequency for this agent. Type a value within the range of 1-100. The value must be a whole number.

Appears only if mandatory call quality rating is enabled for your account. For information about mandatory call quality rating, see 

The outbound CLIDs, or callback numbers, available for the agent. For information about callback numbers, see Callback numbers.

When you create an agent, all callback numbers in the account are available for the agent to use.

Click the x alongside a callback number to remove it.
Click Clear to remove all the callback numbers.
Click All to add all the callback numbers.

The schedules that this agent is assigned to. For information about schedules, see User Admin.

To add an agent to a schedule, click Add to schedules. Type the name of the schedule you want to assign the user to.
To remove the agent from a schedule, click the – (minus) icon alongside the schedule.

The skills that are assigned to this agent. For information about skills, see User Admin.

To view or change the skills assigned to an agent, click Skills. A text field and a list of currently assigned skills appear.

To assign a skill to the agent, click in the text field and, optionally, start typing the name of the skill you wish to assign. A list of available skills, filtered by any text you have typed, appears. Click the skill or skills you want to assign.

The skill or skills appear in the list along with a skill level; the default skill level for newly added skills is 5.

The list remains visible so you can assign multiple skills.
To assign all available skills to the agent, click Add All.
To remove all currently assigned skills from the agent, click Clear All.
To remove an existing skill, click the – (minus) icon alongside the skill.

If enabled for your account, the list of skills includes the Level column. The level indicates how proficient the user is in a skill.

To set the skill level for the user for a skill, click the appropriate number on the slider. For an existing skill, a description of the change you make appears alongside the slider, for example 'Level 7 to 6'.

The groups that this agent is in. For information about groups, see User Admin.

To view the groups an agent is in, or add or remove the agent to or from groups, click Groups. A text field and a list of groups that the agent is currently in appear.

To add the agent to a group, click in the text field and, optionally, start typing the name of the group. A list of available groups, filtered by any text you have typed, appears. Click the group you want to add the agent to. The list remains visible so you can add the agent to multiple groups.
To add the agent to all available groups, click Add All.
To remove the agent from all groups they are currently in, click Clear All.
To remove the agent from a group, click the – (minus) icon alongside the group.

The capacity percentage assigned to different types of interaction for this agent.

To change the interaction capacity settings for the agent and override the account settings in System Settings, click Interaction Capacity. A field for each interaction type appears.

Type the percentage capacity value for each interaction type and update your agent settings.

For more information, see How do I set interaction capacity for an agent? later in this page.

The groups that the user can read or edit within Real Time, and Stats and Reports.

To view, add or remove groups that the user can read or edit, click Group Permissions. A text field and current group permissions appear.

To add a group permission, click in the text field and, optionally, start typing the name of the group. A list of available groups, filtered by any text you have typed, appears. Click the group you want to add the agent to. The list remains visible so you can add the agent to multiple groups. To add all groups, click Add All. When you have finished adding a group or groups, click Read or Write alongside each group to assign read or write permission respectively. To give read permission to all groups, click All Read; to give write permission to all groups, click All Write.
To change a user's existing group permission, click Read or Write as appropriate.
To remove a user's existing group permission, click the – (minus) icon alongside the group. To remove all group permissions, click Clear All.

The queues that the user can read or edit within Real Time.

To view, add or remove queue that the user can read or edit, click Queue Permissions. A text field and current queue permissions appear.

To add a queue permission, click in the text field and, optionally, start typing the name of the queue. A list of available queues, filtered by any text you have typed, appears. Click the queue you want to add the agent to. The list remains visible so you can add the agent to multiple queues. To add all queues, click Add All. When you have finished adding a queue or queues, click Read or Write alongside each queue to assign read or write permission respectively. To give read permission to all queues, click All Read; to give write permission to all queues, click All Write.
To change a user's existing queue permission, click Read or Write as appropriate.
To remove a user's existing queue permission, click the – (minus) icon alongside the queue. To remove all queue permissions, click Clear All.