Configuring user licenses

A license describes a user's ability to perform certain actions or to access certain products. There are two main groups of licenses: Vonage Contact Center (VCC) licenses and product licenses.

VCC licenses

A Vonage Contact Center user can have one of the following VCC licenses:

• Agent. A user who can handle inbound and outbound interactions. In addition to their default access, you can configure agents to have access to their own call recordings or all call recordings.
• Wallboard. A user who can view real-time data (in Real Time) but no other VCC Admin Portal features.

• Supervisor. A user who can perform normal day-to-day call center tasks. A supervisor can access and perform limited tasks within Real Time, Dashboards, and System Settings.

  Permissions

  Supervisor users can view and edit other users, groups and skills in User Admin according to their assigned permissions.
• Admin. The highest level of Vonage Contact Center user. An admin user perform all tasks within the VCC Admin Portal including:
  
  • Creating interaction plans in Interaction Plans Architect
  • Modifying System Settings
  • Linking a VCC Admin Portal account to Salesforce account.

  An admin user can also install Vonage Contact Center into Salesforce.

  Admin users can view and edit other users, groups, skills and schedules in User Admin.

A VCC user may also have licenses for VCC products, such as Historical Analytics and Vonage Enhanced Noise Cancellation.

Product licenses

Product licenses give a user access to a product. Currently the only products that require licenses are Historical Analytics and Vonage enhanced noise cancellation.

Historical Analytics

A user can have one of the following Historical Analytics licenses:

• Viewer
• Creator

For information about what the licenses allow the user to do in Historical Analytics, see Licenses in Using Historical Analytics.

Vonage enhanced noise cancellation

If enabled for your account, a user can have a license to use noise cancellation when using WebRTC. For information about noise cancellation, see Noise cancellation during WebRTC calls in ContactPad or Noise cancellation during WebRTC calls in Agent Workspace.

How do I manage licenses for individual users?

When you create a new user, you must set their VCC license. For information about creating a new user, see How do I create a new user? in Configuring individual users. You can optionally set product licenses, if available, at the same time.

To update a user's licenses, you need to edit the user's record and change their license. For information about editing an existing user, see How do I edit an existing user's details? in Configuring individual users.

How do I view contracted and allocated licenses in my account?

To see the number of contracted licenses in your account and how many of them are allocated to users, go to Licenses in User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin.

Licenses contains view-only information in the following areas:

• Products: The left side of the screen shows VCC and any products that have associated licenses — currently only Historical Analytics and Vonage enhanced noise cancellation. The number of users who have licenses to use VCC or the applicable product appear under VCC or the product name.

• The right side of the screen contains details and users:

  • Details: At the top of the screen, the details section shows the license information for all the applicable types — agents, supervisors, wallboard, and admin. For each license type, it shows the assigned and available licenses.
    In the example, there are 385 licenses in the account and 305 of these are assigned. 250 licenses are assigned to agents, 5 to wallboard users, 35 to supervisor users, and 15 to admin users. 80 licenses are available, 50 of which are available to agents.

    Not all licenses are included in the assigned numbers. For example, non-chargeable and archived users have licenses, but their licenses are not taken from your account's license allocation.

  • Users: At the bottom of the screen is a list of the users who have been allocated licenses. You will only see the users you can view, so you may see only a subset of the users with allocated licenses. You can filter the list of users by license type or username.