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Add Agents

Depending on your tenant, you can add agents via Account Manager or Virtual Office Configuration Manager.

Add Agents via Account 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: 

Add Agents via Virtual Office Configuration Manager

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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