Page Comparison

used in Configuring individual users

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A username for the user. The username must be unique in the account. The user uses this username to log in to the NewVoiceMedia platform and ContactPad.

Type the username you want your user to use. Username can only contain alphanumeric characters and underscores (_). For example, Demo_Agent. Username cannot contain spaces.

We recommend using an email address to ensure uniqueness and to simplify integration with single sign-on.

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The user's name for display purposes throughout the NewVoiceMedia platform. 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.

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Optional. The value that you want NewVoiceMedia to use to match NVM 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.

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

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

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Determines whether the user can handle inbound or outbound interactions. If License is Agent, voice function is enabled by default and Voice Function disappears.

Click Enabled or Disabled to enable or disable the ability for this user to handle interactions.

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A unique ID for the agent.

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

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

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The agent's phone number in national format. NewVoiceMedia routes calls to this number.

Type the agent's phone number in national format.

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The country code for the agent's virtual location.

Using the NewVoiceMedia platform, 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.

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

NewVoiceMedia 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 NewVoiceMedia.

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The telephony region in which the agent is located. NewVoiceMedia 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.

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Determines whether this agent is active or not. Deactivate agents who have left the company or are on extended leave to avoid being charged for their license.

To deactivate an agent, click to clear the Active check box. You cannot deactivate agents who are currently logged in. Agents who are deactivated can no longer log in. For more information about inactivating agents, see the How do I inactivate an agent user? section in this page.

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used in Configuring individual users

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 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 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.

The maximum time, in seconds, that an agent can be a fault state due to a network issue (Fault on Line state appears in ContactPad). At the end of 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 Network Issue 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.

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 X 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 you want to assign. 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 X icon alongside the skill.

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.

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.

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.

The list of skills includes the Level column with a skill level; the default skill level for newly added skills is 5. 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 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.

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 X icon alongside the queue. To remove all queue permissions, click Clear All.

The lines that the user can view data related to within Stats and Reports, Call Recordings, and IVR Data Collector.

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