Page Comparison

used in Configuring individual users

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used in Configuring individual users

A unique ID for the agent.

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.

The agent's phone number in national format. NewVoiceMedia 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 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.

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.

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.

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.

Determines whether two-factor authentication is required for this user or not. Two-factor authentication helps keep user's accounts and data safe.

Click Yes to switch two-factor authentication on.
Click No to switch two-factor authentication off.

For information about two-factor authentication, see Security.

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.

If enabled for your account, Vonage enhanced noise cancellation appears.

Select Enabled if you want to assign a noise cancellation license to this user.
Select None if you want to remove a noise cancellation license from this user.

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.

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 available only 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 most appropriate location 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.

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 and, optionally enable auto-answer? later in this page.

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

Automatically answer outbound calls is available only if your Vonage Contact Center account is either linked to a Vonage Business Communications account or configured to use WebRTC.

For information about automatically answering outbound calls with VBC, see Configuring Vonage Contact Center and Vonage Business Communications integration.
For information about automatically answering outbound calls with WebRTC, see Auto answer for WebRTC calls in ContactPad.

Automatically answer inbound calls is available only if your Vonage Contact Center account is either linked to a Vonage Business Communications account or configured to use WebRTC.

For information about automatically answering inbound calls with VBC, see Configuring Vonage Contact Center and Vonage Business Communications integration.
For information about automatically answering inbound calls with WebRTC, see Auto answer for WebRTC calls in ContactPad.

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 Configuration (Account 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 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

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 not answering their phone (No Answer 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 No Answer 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 No Answer state. 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 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.