You are here: Set up VCC Agents Without Dedicated Extensions

Add Virtual Contact Center Users

Users in Virtual Contact Center (VCC) are grouped into agents and administrators. Agents handle customer interactions channeled through the contact center while administrators configure the contact center's resources and behavior. Virtual Contact Center supports regular agents and supervisors. Supervisors have additional abilities to monitor agent and queue performance.


Assign Virtual Contact Center Administrators Rights

Every Virtual Contact Center has one primary administrator with privileges in all categories. This administrator's access can be edited or revoked by another administrator. You can grant administrator privileges to any existing user by adding the user to the administrator's group. You do not need to assign this user with the Virtual Contact Center Agent service.

To assign admin rights to users:

  1. From the main menu in Configuration Manager, go to Home > Company > Admins.
  2. Search for a user  and add the desired user as an administrator, and click Save.
    When you promote a user to an admin, the user receives an automatic email notification informing the granting of administrator privileges. You can modify the name or change the properties of the primary administrator, but cannot delete it from the Company or User's page.

Note: These administrators have privileges to configure both Virtual Office and Virtual Contact Center features.

To define granular role-based administration within Virtual Contact Center, go to Virtual Contact Center Configuration Manager and define new roles with custom privileges within the tool. These privileges are only applicable to configuration functionality within the Virtual Contact Center Configuration Manager. For details on role-based administration, See Virtual Contact Center Roles and Administrators.


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