Configuring multiple users (using bulk actions)

A Vonage Contact Center (VCC) user is someone who interacts with VCC. A user's license determines the tasks they can perform. For more information about users, see User Admin.

In the User Admin area of the VCC Admin Portal, you can make multiple changes to one or more users in the account you are logged in to by adding them to the bulk actions box.

How do I add a user or users to the bulk actions box?

You can perform bulk actions on the following types of users:

• Voice-function-enabled users. Voice-function-enabled users comprise all agents, plus supervisors and admins with voice function. For information about voice-function, see User Admin. All users with voice function have an agent ID. You can enable voice function for an individual user in the user's License Status section. For information about configuring individual users, see Configuring individual users.
• Supervisors
• Wallboard users

You cannot perform bulk actions on non-voice-function-enabled admin users.

Adding a single user

To the right of every user is a tab. If the user is voice-function-enabled, or has a supervisor or wallboard license, the icon on the tab is blue and you can click the tab to add the user to the bulk actions box; if the user is an admin user and is not voice-function-enabled, the icon is gray and inactive. To add a single user to the bulk actions box, click the user's blue tab. The user appears in the bulk actions box.

Adding a group of users

To add all users in an existing group to the bulk action box, click the GROUPS tab. Use search, or scroll through the list of groups, to find the group of users you want to add to the bulk actions box. Click EDIT to open the group in edit mode. Expand the list of the group's users and click Select all users. The users appear in the bulk actions box.

Adding all users with a skill

To add all users with an existing skill to the bulk action box, click the SKILLS tab. Use search, or scroll through the list of skills, to find the skill that is assigned to the users you want to add to the bulk actions box. Click EDIT to open the skill in edit mode. Expand the list of the skill's users and click Select all users. The users appear in the bulk actions box.

Adding all users assigned to a schedule

To add all users assigned to an existing schedule to the bulk action box, click the SCHEDULES tab. Use search, or scroll through the list of schedules, to find the schedule that the users you want to add to the bulk actions box are assigned to. Click EDIT to open the schedule in edit mode. Expand the list of the schedule's users and click Select all users. The users appear in the bulk actions box.

Removing a user or users from the bulk actions box

The bulk action box contains all added users. To remove a user from the list, click X alongside the user's name. To remove all users from the list click Clear list.

How do I change one or more settings for more than one user at a time? 

When you have added one or more users to the bulk actions box, the top of the bulk actions box changes from gray to blue. The color change indicates that you can make changes to the added users.

To expand the bulk actions box, click <<. You can then click >> to collapse the box.

With the bulk actions expanded, you can make changes to the users in each of the following sections:

• Active/Archived
• License Status
• Agent Settings
• Routing Settings

• Permission Settings

  Permission Settings only appears if at least one of the users in the bulk actions box is a supervisor or wallboard user.

For information about the fields in any of these sections, see Configuring individual users.

User filtering

When you expand the sections, any users that the settings cannot be applied to are filtered from the bulk action box. For example, expanding Permission Settings filters non-supervisor and non-wallboard users from the box as you can only apply permission settings to supervisors and wallboard users.

Shared settings

When you expand the sections, any shared settings are highlighted or are selected in lists. In the following example, all users share a Physical Location and a Virtual Location of the United Kingdom so United Kingdom is selected in both lists. The users have a mixture of National and International settings so the In Country Display setting is not highlighted, and a mixture of telephony regions so no value is selected in the Telephony Region list. All users have the enforced disposition codes feature enabled, but none have WebRTC enabled so these settings are highlighted. All users use the default Outbound Wrap Timeout; a custom, but different, value for Agent No Answer Timeout; a custom and the same value (30 seconds) for Agent Line Busy Timeout; and a mixture of default and custom values for Agent Invalid Number Timeout and Agent Network Issue Timeout. Finally, all have the Sales English skill. 

Changing settings

As you change the information in the fields, the fields' borders change to green and blue undo icons appear alongside those fields. The number of changes in each section appears at the top of the section. Additionally, an Apply button appears at the bottom of the bulk actions box and the total number of changes appears alongside the Apply button.

Saving changes

To save your changes, click Apply.

Undoing changes

To cancel your changes in a single field, click the undo icon alongside the field to revert the contents of the field to the saved version.

To cancel all your changes, click Cancel.

Changing a user's license from Supervisor to Admin