Users

Add user

To add a user, go to Admin > Users.

1. Click on Add user.

2. Enter or select the following details:

   1. First name.

   2. Last name.

   3. Email address. Note, this needs to match the user’s SSO email address and is case sensitive.

   4. Security profiles. You can add multiple security profiles to a user’s profile.

   5. Routing profile.

   6. Agent hierarchy: required if the agent hierarchy feature is enabled in your account.

   7. Licence type: Select from one of the following options

      1. None: User will not be able to access any part of the Agent Desktop.

      2. Admin: User has full access to the administration functions of the Agent Desktop only (subject to their security profile permissions).

      3. Agent Desktop (AD): User has access to the Interaction screen plus full access to the administration functions of the Agent Desktop (subject to their security profile permissions).

      4. Agent Desktop + Outbound Campaign Manager (AD+OCM): User has access to the Interaction screen plus full access to the administration functions of the Agent Desktop (subject to their security profile permissions). User can also receive outbound dialler records within the Interaction screen from the Outbound Campaign Manager (OCM).

   8. Personal phone number (only if using VoiceFoundry Direct to Agent Dialling)

   9. Enable media-less mode.

3. Click on Save.

4. Verify the user’s details and click on Add new user.

Edit user

To edit a user, go to Admin > Users.

1. Click on the name of the user you want to edit.

2. The following fields can be edited.

   1. Security profiles. You can add multiple security profiles to a user’s profile.

   2. Routing profile.

   3. Agent hierarchy: required if the agent hierarchy feature is enabled in your account.

   4. Licence type: Select from one of the following options

      1. None: User will not be able to access any part of the Agent Desktop.

      2. Admin: User has full access to the administration functions of the Agent Desktop only (subject to their security profile permissions).

      3. Agent Desktop (AD): User has access to the Interaction screen plus full access to the administration functions of the Agent Desktop (subject to their security profile permissions).

      4. Agent Desktop + Outbound Campaign Manager (AD+OCM): User has access to the Interaction screen plus full access to the administration functions of the Agent Desktop (subject to their security profile permissions). User can also receive outbound dialler records within the Interaction screen from the Outbound Campaign Manager (OCM).

   5. Personal phone number (only if using VoiceFoundry Direct to Agent Dialling)

   6. Enable media-less mode.

3. Click on Save.

Edit multiple users

To edit multiple users, go to Admin > Users.

1. Select the checkboxes next to the names of the users you want to edit and click on Edit. Hint: the search filters may help filter to a specific group of users you want to edit.

2. The list of selected users will appear at the top of the screen. To remove a user, click on the X icon next to their name.

3. The following fields can be edited.

   1. Security profiles. You can add multiple security profiles to a user’s profile.

   2. Routing profile.

   3. Agent hierarchy: required if the agent hierarchy feature is enabled in your account.

   4. Licence type: Select from one of the following options

      1. None: User will not be able to access any part of the Agent Desktop.

      2. Admin: User has full access to the administration functions of the Agent Desktop only (subject to their security profile permissions).

      3. Agent Desktop (AD): User has access to the Interaction screen plus full access to the administration functions of the Agent Desktop (subject to their security profile permissions).

      4. Agent Desktop + Outbound Campaign Manager (AD+OCM): User has access to the Interaction screen plus full access to the administration functions of the Agent Desktop (subject to their security profile permissions). User can also receive outbound dialler records within the Interaction screen from the Outbound Campaign Manager (OCM).

   5. Enable media-less mode.

4. Click on Save.

Remove user

To remove a user, go to Admin > Users.

1. Select the checkbox next to the name of the user you want to remove and click on Remove.

2. A modal will appear confirming you want to remove the selected user. Click on Remove.

Remove multiple users

To remove multiple users, go to Admin > Users.

1. Select the checkboxes next to the names of the users you want to remove and click on Remove. Hint: the search filters may help filter to a specific group of users you want to remove.

2. A modal will appear confirming you want to remove the selected users. Click on Remove.

Add or edit users in bulk from a .csv file

You can also add or edit users in a bulk import. To do so, go to Admin > Users, hover over the ellipsis icon and click on Upload.

1. Click on Download template to download the import template.

2. Add your users to the template and click on the Choose file button to upload it to the Agent Desktop.

3. Check for any errors that are listed and re-upload the template if required.

4. Click on Save.

5. Verify the users then click on Add new user.

Managing users with SCIM

SCIM, or the System for Cross-domain Identity Management specification, is an open standard designed to manage user identity information.

If you have SCIM enabled in your Agent Desktop account, you will need to create users, set their security profile, and remove users directly through your SSO provider. You will still be able to edit users in the Agent Desktop.

Edit user (SCIM)

To edit a user, go to Admin > Users.

1. Click on the name of the user you want to edit.

2. The following fields can be edited:

   1. Routing profile.

   2. Agent hierarchy: required if the agent hierarchy feature is enabled in your account.

   3. Licence type: Select from one of the following options

      1. None: User will not be able to access any part of the Agent Desktop.

      2. Admin: User has full access to the administration functions of the Agent Desktop only (subject to their security profile permissions).

      3. Agent Desktop (AD): User has access to the Interaction screen plus full access to the administration functions of the Agent Desktop (subject to their security profile permissions).

      4. Agent Desktop + Outbound Campaign Manager (AD+OCM): User has access to the Interaction screen plus full access to the administration functions of the Agent Desktop (subject to their security profile permissions). User can also receive outbound dialler records within the Interaction screen from the Outbound Campaign Manager (OCM).

   4. Personal phone number (only if using VoiceFoundry Direct to Agent Dialling)

   5. Enable media-less mode.

3. Click on Save.

Edit multiple users (SCIM)

To edit multiple users, go to Admin > Users.

1. Select the checkboxes next to the names of the users you want to edit and click on Edit. Hint: the search filters may help filter to a specific group of users you want to edit.

2. The list of selected users will appear at the top of the screen. To remove a user, click on the X icon next to their name.

3. The following fields can be edited.

   1. Routing profile.

   2. Agent hierarchy: required if the agent hierarchy feature is enabled in your account.

   3. Licence type: Select from one of the following options

      1. None: User will not be able to access any part of the Agent Desktop.

      2. Admin: User has full access to the administration functions of the Agent Desktop only (subject to their security profile permissions).

      3. Agent Desktop (AD): User has access to the Interaction screen plus full access to the administration functions of the Agent Desktop (subject to their security profile permissions).

      4. Agent Desktop + Outbound Campaign Manager (AD+OCM): User has access to the Interaction screen plus full access to the administration functions of the Agent Desktop (subject to their security profile permissions). User can also receive outbound dialler records within the Interaction screen from the Outbound Campaign Manager (OCM).

   4. Enable media-less mode.

4. Click on Save.

Edit users in bulk from a .csv file (SCIM)

You can also edit users in a bulk import. To do so, go to Admin > Users and click on Upload.

1. Click on Download template to download the import template.

2. Add your users that you want to edit to the template and click on the Choose file button to upload it to the Agent Desktop.

3. Check for any errors that are listed and re-upload the template if required.

4. Click on Save.

5. Verify the users then click on Save.

You can only bulk update existing users. When updating an existing user, make sure the email address of the existing user matches the email address you enter in the .xlsx template.