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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:

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   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.

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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.

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   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 delete a user?

Currently, deleting users is not possible in User Admin. To delete an agent user, use Real Time. To delete a non-agent user, use User Access.

How do I inactivate a user?

To deactivate an existing user in the account you are logged in to, perform the following steps:

1. Go to User Admin.
2. Locate the user you want to inactivate using search or scrolling list.
3. When you find the user you want to edit, click Edit. The user's details appear.
4. Click LICENSE STATUS.
5. Under Active, click No.
6. Click Update to save your settings.

How do I set telephony regions for agent users?

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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.

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When an agent makes an outbound call, the agent can select a number for Vonage Contact Center 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, 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.

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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 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.
5. You can now enable WebRTC for the agent user in two ways:To enable the agent to use ContactPad with WebRTC, under WebRTC Under WebRTC Enabled, click Yes.

6. 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.

7. Click Update to save your settings.

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1. Go to User Admin.
2. Locate the agent that you want to enable enforced disposition codes feature 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 Enforced Disposition Codes Enabled, click Yes to activate the feature for the agent.
6. Click Update to save your settings. Repeat for all agents you want to use the enforced disposition codes feature.

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

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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 agent that you want to enable enforced disposition codes feature 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 Agent can toggle call recordings in ContactPad, click Yes to activate the feature for the agent.
6. Click Update 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 set interaction capacity for an agent user?

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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 or 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.

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1. Go to User Admin.
2. Locate the agent you want to define the proficiency of using search or by scrolling or filtering the list of users.
3. When you find the agent 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 Update 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 grant access to and enable use of ContactPad for a non-agent user?

You can enable non-agent users like supervisors, admin or wallboard users to access and use ContactPad to 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 grant access to and enable use of ContactPad for a non-agent user, perform the following steps:

1. Go to User Admin.
2. Locate the non-agent user you want to grant or revoke ContactPad access to or from.
3. When you find the user you want to edit, click the pencil icon. The user's details appear.
4. Click License Status.
5. The field ContactPad access granted may appear:
   • If the non-agent user is not currently granted access to ContactPad, ContactPad access granted appears. Click Yes to grant ContactPad access.
   • If the non-agent user is already granted access to ContactPad, ContactPad access granted does not appear.
6. The field ContactPad enabled appears. Click Yes to enable the user to use ContactPad.
7. Click Update to save your settings.

When you have granted access to ContactPad and saved this setting—by clicking Create or Update—you cannot revoke access for the user. You can enable or disable the use of ContactPad for the user at any time.