Set up and Manage Users in the Contact Center

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We recommend creating users manually if you are still setting up or testing your Call Center; inviting users will receive a welcome email which will allow them to log in.This document shows you how to add and edit new users. To get started, navigate to Administration > Users, then select All Users to load the user's screen.Creating Users ManuallyAfter the screen loads, select the MANAGE USERS button, which will display options to create users and manage roles. Select CREATE USER to add your first user.The next screen will enable you to add basic details, assign roles, and set a password. Below are the available settings for a new user.FieldDescriptionUser NameEnter a unique identifier for each user. Each user name has to be unique. If a user name already exists, you’ll need to create a different one.Email AddressThis is an optional field for entering a user’s email address.Mobile PhoneThis is an optional field for entering a user’s phone number.First NameEnter the user’s first name.Last NameEnter the user’s last name.Assigned Role(s)Place a check next to each role you would like to assign to a user (ACD, Admin, Author, Dashboard Requeue, Manager, PBX, Report an Issue, Reseller, Silent Monitor, and SysAdmin).Profile TemplateThis option is only available when ACD is selected under the Assigned Role(s) section. Profile template enables you to assign more than one profile template to a user. The user must select the desired profile for the login session during the login process.Idle Logout Opt-InEnabling this option will logout inactive users out of the portal after the specified period of inactivity designated in the General Settings. Idle time is ignored if users are logged in to a session.Enable DebuggingTurns debugging on and off.PasswordThe system automatically generates a password, but you can set a custom password to overwrite it.Ask users to change their password when they sign inSelecting this optional box will prompt the user to change their password after logging in.Email credentials to the userSelecting this optional box will email credentials to the new user.MessageThe message box sends a message to the new user when the email credentials box is checked.LanguageSets the default language for the user.After adding details in the fields above, select the SAVE button from the top left of the screen.Create Users by InviteNavigate to Administration > Users > Invitations and select the Create Invitation button.Enter the Email Address of the user to inviteAdd the User’s Mobile Phone (optional)Assign Roles (It is recommended to select ACD, Dashboard Requeue, PBX, and Silent Monitor if you wish to be able to listen to calls. Also check 'Manager' if the user is a Supervisor).Enter an optional message (A default message will be sent if nothing is entered).Select the Language (The default language is English)Select the Send Invitation button from the top of the screen