_ExcerptCreateEditUser

To update this section, you need the Edit user User Admin feature permission. For information about editing User Admin feature permissions, see Configuring admin and supervisor feature permissions.

Determines whether the user is active or not and whether the user will appear when you select the Active users or Archived users filter.

Click Active or Archived to activate or archive the user.

To update this section, you need the Edit user User Admin feature permission. For information about editing User Admin feature permissions, see Configuring admin and supervisor feature permissions.

A username for the user. The username must be unique within VCC. The user uses this username to log in to the VCC Admin Portal 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.

To update this section, you need the Edit user User Admin feature permission. For information about editing User Admin feature permissions, see Configuring admin and supervisor feature permissions.

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

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

Determines whether the user is granted the possibility of acting as agent.

Click Yes or No to allow or disallow the user to access ContactPad. If you click Yes, you cannot later revoke access for the user.

Determines whether the user can currently act as an agent and work with inbound or outbound interactions.

Click Yes or No to allow or disallow the ability to act as agent.

Section only for users with agent access granted.

To update this section, you need the Edit user User Admin feature permission. For information about editing User Admin feature permissions, see Configuring admin and supervisor feature permissions.

A unique ID for the agent. If you do not provide a value when you create an agent, VCC will automatically generate one for you.

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 or as configured in State after unexpected or fault in an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

The overall default is 180 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 or as configured in State after unexpected or fault in an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

The overall default is 180 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 in 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 or as configured in State after unexpected or fault in an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

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 in 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 or as configured in State after unexpected or fault in an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

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.

Only for users with agent access granted. 

To update this section, you need the Manage Routing Settings permission. For information about editing permissions, see Configuring admin and supervisor feature permissions.

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.

To add the agent to a group, click in the text field and, optionally, start typing the name of the group. A list of available groups, filtered by any text you have typed, appears. Click the group you want to add the agent to. The list remains visible so you can add the agent to multiple groups.

To add the agent to all available groups, click Add All.
To remove the agent from all groups they are currently in, click Clear All.
To remove the agent from a group, click the – (minus) icon alongside the group. If the icon is not available, you do not have Write permissions for this group and cannot remove the agent from the group. 

Only for users with a Supervisor or Admin license. Feature permissions define the access a supervisor or admin user has to features within the VCC Admin Portal.

For information about configuring feature permissions, see Configuring admin and supervisor feature permissions.

Only for users with a Supervisor or Wallboard license. Permission settings define which groups, queues and lines a supervisor or wallboard user can view or manage in the VCC Admin Portal. 

To update this section, you need the Edit user User Admin feature permission. For information about editing User Admin feature permissions, see Configuring admin and supervisor feature permissions.

The groups that the user can read or edit within Real-time Analytics, Team Monitoring, and User Admin.

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

To add a group permission, click in the text field and, optionally, start typing the name of the group. A list of available groups, filtered by any text you have typed, appears. Click the group you want to add the agent to. The list remains visible so you can add the agent to multiple groups.

To add all groups, click Add All. When you have finished adding a group or groups, click Read or Write alongside each group to assign read or write permission respectively. To give read permission to all groups, click All Read; to give write permission to all groups, click All Write.
To change a user's existing group permission, click Read or Write as appropriate.
To remove a user's existing group permission, click the – (minus) icon alongside the group. To remove all group permissions, click Clear All. If the icon is disabled, do not have Write permissions for this group and cannot remove the user from this group. 

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 – (minus) icon alongside the queue. To remove all queue permissions, click Clear All. If the icon is disabled, it means that you do not have Write permissions for this queue and cannot remove user from this queue. 

The lines that the user can view data related to within Call Recordings (inbound call recordings only) 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.

To add a line permission, click in the text field and, optionally, start typing the name of the line. A list of available lines, filtered by any text you have typed, appears. Click the line you want to add the agent to. The list remains visible so you can add the agent to multiple lines.

To add all lines, click Add All. When you have finished adding a line or lines, click Read or Write alongside each line to assign read or write permission respectively. To give read permission to all lines, click All Read; to give write permission to all lines, click All Write.
To change a user's existing line permission, click Read or Write as appropriate.
To remove a user's existing line permission, click the – (minus) icon alongside the line. To remove all line permissions, click Clear All. If the icon is disabled, you do not have Write permissions to this line and cannot remove user from this line.