You can create and configure users in Configuration Manager. While adding a user, you can determine if the user is an agent, administrator, or both. For administrators, you can also select the desired role. Go to the
The new administrators are automatically assigned to the System Default role in Configuration Manager. The System Default role has View permissions by default. However, you can modify it by allowing other permissions such as Write, Create, and Edit. The new administrator appears under the admins list indicated with a check mark. The Secondary Administrator is indicated with (2). A default group, called ungroup, is assigned to all agents. You can create a new group later and use it instead of the default group.
To create accounts and configure users:
Note: If you select the Is Admin check box, only the General tab remains for further configuration.
|General Tab Option||Description|
|Enabled||If selected, allows the user to log in to Agent Console using their username and password.|
|First Name||Enter the user's first name.|
|Last Name||Enter the user's last name.|
|Display Name||Allows agents to present themselves with a customized display name. The display name can be modified by the Virtual Contact Center administrator here, or if permitted, by the agents in Agent Console. The changes immediately appear in the other application. To prevent agents from changing their display name at the tenant level, clear the Allow Agents to Change the Display Name checkbox under Home > Profile.|
|Email Address||Enter a valid email address. Virtual Contact Center uses this address to send users copies of their direct access voicemail messages. The email address is also used for the password reset emails.|
|Software Language||Choose the language used for the Agent Console interface.|
|Username||Enter the username used to log in to Agent Console. Usernames are case-sensitive. Agents must use the same combination of uppercase and lowercase characters to log in to Agent Console.|
|Copy Details From||This option is visible when adding a new agent. It allows you to copy the account information from another user account.|
|Internal Id||This read-only ID field is automatically assigned by the system once a user account is created.|
|Current Country||By selecting the country of agents, you can optimize the call quality and routing. It indicates the agent's location and offers improved call quality.|
|User Role||This display-only field indicates whether a user is an agent, administrator, or both. The information in this field is automatically populated as you select the Is Admin and Is Agent check boxes.|
An admin can be a:
|Agent Group||Select the user's group assignment, such as Sales, Support, Marketing, etc. You can select default ungroup if no other group is defined.|
|Admin Role||Select an admin role, such as:|
|Comment||Enter a user description.|
|Reset Password||Click Reset Password to help users reset their passwords during lockout. An automatic system-generated email is sent to the user containing the password reset link.|
The next step is to configure user Properties.
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