Page Comparison

...

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. To add a new user, click Create New and click User on the menu that appears.
   

3. A new user appears. Provide the following information:

   Insert excerpt
   _ExcerptCreateEditUser _ExcerptCreateEditUser nopanel true

   
   As you enter information into fields, the fields' borders change to green and a blue undo icon appears alongside those fields. Click the icon to clear the field.
   If you leave a mandatory field empty or enter a value that is not valid, the field's border changes to red and an information icon appears. Click the icon to see the message. The number of errors appears alongside the Create button. You cannot click Create until you have corrected all the errors.
   
   Change the data accordingly. You cannot save the user until you correct all 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 the users 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 an agent license or is voice-function enabled, 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. The user's details appear in edit mode.

Image Modified

How do I update an existing user's details?

To update 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.

   Insert excerpt
   _ExcerptCreateEditUser _ExcerptCreateEditUser nopanel true

   
   As you change the information in the fields, the fields' borders change to green and a blue undo icon appears alongside those fields. Click the icon to revert the contents of the field to the saved version.
   If you leave a mandatory field empty or enter a value that is not valid, the field's border changes to red and an information icon appears. Click the icon to see the message. The number of errors appears alongside the Update button. You cannot click Update until you have corrected all the errors.
   
5. When you have finished making changes, click Update. Your changes are saved. Alternatively click Cancel to undo all your changes.

How do I archive and delete users?

...

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 agent that you want to set telephony region for using search or scrolling list.
3. When you find the agent, click Edit. The user's details appear.
4. Click AGENT SETTINGS.
5. Under Telephony Region, select the appropriate telephony region for the agent.
6. Click Update to save your settings.

...

If enabled for your account, to restrict the callback numbers available to an agent to present, perform the following steps: 

1. Go to User Admin.
2. Locate the agent that you want to set the callback numbers for using search or by scrolling or filtering list.
3. When you find the agent, click Edit. The user's details appear.
4. Click AGENT SETTINGS.
5. Under Callback Numbers, select the numbers you wish the agent to have access to. The dropdown list contains all outbound CLIDs available for the agent.
6. Click All if you wish to add all numbers from the list or Clear to remove all numbers for the agent.
7. Click Update to save your settings.

...

To enable an agent to use ContactPad with WebRTC, edit the agent in User Admin. If WebRTC is available in the agent's account, to enable an agent to use it with ContactPad, perform the following perform the following steps:

1. Go Go to User Admin.
   
2. Locate the agent that you want to set the callback numbers for using search or by scrolling or filtering list.
   
3. When you find the agent, click click Edit. The user's details appear.
   
4. Click AGENT SETTINGS.Under
   
5. You can now enable WebRTC for the agent user in two ways:
   • To enable the agent to use ContactPad with WebRTC, under WebRTC Enabled, click Yes.
   Click Update to save your settings

   • To enable the agent 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 agent's ContactPad.

6. Click Update to save your settings.

The agent can now use WebRTC in ContactPad after installing the WebRTC extension and, optionally, clicking Use Softphone in ContactPad. For information about using ContactPad with WebRTC, see Using ContactPad with WebRTC.

...

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 agent that you want to set interaction capacity for using search or by scrolling or filtering list.
3. When you find the agent, click Edit. The user's details appear.
4. Click ROUTING SETTINGS.
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 Update to save your settings.

...