Depending on your tenant, you can add agents via Account Manager or Virtual Office Configuration Manager.
If you are using Account Manager, the process of adding a Virtual Contact Center agent for Unified Login with Virtual Office users is initiated in Account Manager and completed in Virtual Contact Center Configuration Manager.
To add agents via Account Manager, you must create a User Profile, assign an extension to the agent, then configure agent properties by logging into Virtual Contact Center Configuration Manager and completing the process:
Adding agents involves:
To create a user profile:
Enter the user's first name, last name, and email address.
The username is populated as soon as you enter an email address. You can change the username, but it must be unique.
Note:The username must be unique within the same tenant and across all tenants. A message notifies you if the username is already in use.
With a dedicated extension, the extension and Direct-in-Dial (DID) numbers are permanently redirected to Virtual Contact Center agent channels. In order to assign a dedicated extension to an agent, you must complete two steps:
Note: You can also create a new user profile via Phone System > View All Extensions > Create New User Profile. However, we recommend you to create a user profile by going to Accounts > User Profiles, and then use the Phone System to assign a dedicated extension to the user profile.
If you select an existing user profile that does not have the VCC Agent check box selected, you must edit the agent's user profile and select the VCC Agent check box to assign the agent privileges to the user profile.
Step 2: To update a user profile with Virtual Contact Center agent privileges:
This extension user is now assigned agent privileges and a dedicated extension.
After you grant a user Virtual Contact Center agent privileges, you need to configure agent properties in the Configuration Manager. Agents created in Account Manager are listed under Users in Configuration Manager. 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.
Specifying properties for agents involves:
If you are using Virtual Office Configuration Manager, the process of adding a Virtual Contact Center agent for Unified Login with Virtual Office users is initiated in Virtual Office Configuration Manager and completed in Virtual Contact Center Configuration Manager.
To add agents via Virtual Office Configuration Manager, you must first create a user profile and assign an extension to the agent. Next, configure the agent properties in Virtual Office Configuration Manager. In Virtual Office Virtual Contact Center, enter the basic profile information, the services and permissions, whether the user is a VO user or a VCC user with VCC extension number or VCC dedicated extension, etc. You can then configure users at a more granular level by going to Virtual Contact Center Configuration Manager where you can configure queue assignments, channels, scripts, CRM permissions, and more.
Note: Only Virtual Contact Center users with VCC license (6000 extension numbers) show up in Virtual Contact Center Configuration Manager users list. All Virtual Office users with 1000 extension numbers are visible via Virtual Office for Virtual Contact Center account.
For details about creating user profiles using Virtual Office Configuration Manager, see our content on how to add Virtual Contact Center users.
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