Users
    • 04 Feb 2025
    • 13 Minutes to read
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    Users

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    Article summary

    Who should read this article: Administrators

    Create users and manage access and account properties.

    Introduction

    A user is anyone who works in your contact center who administers the contact center, supervises agents, analyzes data, or handles interactions (agents). Manage user accounts in the Users page. To access the Users page, from the Voiso main menu, navigate to Users > Users.

    Users Users Page

    The following information is displayed for each user:

    PropertyDescription
    User nameThe real name of the person
    E-mailThe email address the person uses to log into their Voiso account. If you use a Voiso CRM integration, this email address should be the same address that the person uses to log into your contact center CRM.
    ExtensionThe three- to four-digit extension of the user's phone. The extension is dialable by other users who have access to the Agent Panel.
    TeamsThe team to which the user belongs.
    Employee IDAn optional string that you can use to associate an ID from your organization with the user. You can search in the User page for a user based on their Employee ID.
    Access groupThe user's role. A role determines what access permissions a user has in your contact center. The default roles are Admin, Agent, Analyst, Hardware Phone, and Supervisor. If Security Access Groups are enabled for your contact center, you can create custom roles. Click the name of a security access group to view the access group settings.
    2FA statusThe current two-factor authentication status for an agent. Disabled means 2FA is not assigned to the user. Pending means that 2FA is assigned to the user, but the user has not yet followed the setup procedure. Activated means the user has completed the setup procedure.

    Extension

    You must assign an extension to every user who will handle transfer, consult, and conference calls from other users. Although agents may search for users and queues by name in the Agent Panel, Voiso requires the target to have a unique extension to route transfer, consult, and conference calls.

    Note

    If your contact center does not use Security Access Groups to create and manage roles, refer to Basic user roles to learn more about how to create and manage users with the basic user roles available by default.

    Adding a user

    There are two ways to add users to your contact center. The first is to manually add users one at a time, and the second is to import a CSV of user properties.

    To add a single user, from the Voiso main menu, navigate to Users > Users then, to display the Add user page, click Add new user. Specify the user properties, then click Save.

    Important

    When you save a new user profile or update the email of an existing user, Voiso automatically sends an email to the specified address. The recipient must confirm the email address to activate the user account.

    Users Add User Page

    On this page you can specify the following user properties:

    PropertyDescription
    NameThe real name of the person
    AD UsernameThis is a legacy field that is no longer used.
    EmailThe email address the person uses to sign in to their Voiso account. If you use a Voiso CRM integration, this email address should be the same address that the person uses to log into your contact center CRM.
    Sip AccountThe SIP server address for the user's WebRTC Softphone. The address is generated automatically based on the user's email address.
    PasswordThe user's login password. This password is used along with the email address to log into the Voiso service.
    RoleFor contact centers without Security Access Groups, the user's role. A role determines what access permissions a user has in your contact center.
    Security access groupFor contact centers with Security Access Groups, the user's role. A role determines what access permissions a user has in your contact center.
    ExtensionThe three- to four-digit extension of the user's phone. The extension is dialable by other users who have access to the Agent Panel.
    CallerIDThe Caller ID that is displayed to contacts for manually dialed and click-to-call outbound calls. If the user is assigned to a team and the team has an associated Caller ID group, the Caller ID group numbers take priority over the Caller ID assigned individually.
    Employee IDAn optional string that you can use to associate an ID from your organization with the user. You can search in the User page for a user based on their Employee ID.
    Time zoneThe time zone that the user is covering for handling interactions (the contacts' time zone) or the time zone where the user is located. The time zone is displayed in the CDR and audit logs.
    WebRTC ringtoneThe ringtone that plays when the user receives a call through the Agent Panel. Choose either the default ringtone or one from a file of type Ringtone you have added in the Media page.
    Speech recognitionSpecify whether the Speech recognition feature is enabled
    Speech languageIf the speech recognition feature is enabled, specify the language the user speaks when handling calls. If the Detect language feature is enabled, this field is automatically set to Auto.
    API keyThe identification key that Voiso associates with the user. Use the key with the Voiso CDR, Campaigns, Deleted Users, Queues, Teams, Users, and Wrap-up codes APIs to request information about the user.
    Agent in teamsIf the user is an agent, specify the team or teams to which the user belongs
    Supervisor in teamsIf the user is a supervisor, specify the team or teams that the user supervises
    Assigned skillsSpecify the skill or skills associated with the user for interaction routing purposes
    Assigned to queuesSpecify the inbound voice queue to which the user belongs for call routing purposes
    ChannelsSpecify the interaction channels to which the user is assigned, including voice and messaging (digital) channels such as Webchat, WhatsApp, Telegram, Viber, Facebook, and Instagram.
    CapacitySpecify the number of simultaneous interactions a digital channels user may handle
    PermissionsA summary of permissions granted to the user, based on their role. If the Security Access Groups feature is not enabled, you can modify the user's permissions.
    DisableA list of features that can be disabled for the user, based on their role. If the Security Access Groups feature is not enabled, you can modify the user's permissions.
    Important

    Refer to the Multi-factor authentication article for information about enabling the 2FA feature.

    Adding WhatsApp outbound channels

    If you assign the WhatsApp channel to a user, in the Channels section, the WhatsApp Outbound Channels section is added to the Add user or Edit user page.

    Use the WhatsApp Outbound Channels section to specify which WhatsApp outbound channel the agents uses to send outbound messages. To specify a channel, follow these steps:

    1. On the Add user or Edit user page, in the Channels section, click Edit.
    2. In the Edit channels panel, enable WhatsApp.
    3. Click Save.
    4. Scroll to the WhatsApp Outbound Channels section, then click Edit.
    5. In the Edit WhatsApp channels, select one or more WhatsApp channels.
    6. Click Save.

    Users Assign WhatsApp Outbound Channels

    Bulk user accounts

    To add multiple users simultaneously, you can bulk import a list of users from a CSV file.

    Preparing the CSV file

    Start by creating a CSV file of users and user properties based on the user template. You can create this file using a spreadsheet application or a text editor. Ensure that the file adheres to the template format to avoid errors during the import process.

    Importing the CSV file

    To import a list of new user accounts:

    1. Click CSV import on the Users page.
    2. Navigate to the CSV file saved on your computer.
    3. Click Upload to import the user accounts.

    Once the import is complete, the new user accounts will appear on the Users page.

    Important

    If the Security Access Groups feature is enabled for your contact center, you cannot modify the settings associated with the user role (specified in the ACL column in the CSV file) when assigning roles to users.

    The bulk user account template

    The users template contains all the fields required for creating new users or modifying existing users.

    Important

    You might receive an error when you import a users CSV into Voiso if you miss filling out any required fields or include unsupported data.

    To download a template that you can use to create multiple users, click Download CSV template. Open the template file in a spreadsheet or text editor and add all your users to the file.

    The following table lists the fields in the bulk user import file and template, provides sample values, and indicates which fields must contain values.

    Important

    The contents of the template change from time to time as new features are made available to you. Please download the latest template from the Users page to ensure that you have all the up to date fields. Note: due to the rapid addition of features, this table may not always be up to date with the latest template.

    FieldExample ValueRequiredNotes
    NameJohn SmithYes
    Email0_example@voiso.comYesThe email used to sign in to Voiso
    PasswordJohn1234_0Yes
    Sip account0_example@voiso.comYes
    Access GroupagentYesagent, admin, supervisor, analyst, or hardware phone
    Extension0666No
    CallerID000NoIf empty, the default CallerID is used.
    Employee ID123ABCdef0No
    CTIbriaNo
    TimezoneJerusalemYesDefault is UTC
    QueuesFirst queue;Second queueNo
    SkillsSpeaking: 1;Learning: 1No
    Teams SupervisorTeam 0; Team 1NoThe teams the user supervises.
    Teams AgentTeam 2; Team 3No
    WebRTC RingtoneTest RingtoneNo
    Speech languageen_usNoUse ISO standard language and country codes.
    Allow Manual Outbound CallsnYes
    Enable Answering Machine DetectionyYes
    Allow Feature Access CodenYes
    WebRTC EnablednYes
    SMS EnablednYes
    Call Notes EnablednYes
    Replace client numbers with Acc IDsnYes
    Enable selective recordingyYes
    Dashboard Number MaskingnYes
    Disable recordings downloadnYes
    Click-to-call Client Number MaskingnYes
    Allow click-to-callyYes
    Allow CDR DownloadsyYes
    Allow HLR Lookup requestsyYes
    Allow external transfersnYes
    CDR enablednYes
    Historic report enabledyYes
    Speech recognition enabledyYes
    Omnichannel Workspace EnabledyYes
    Enable Mobile applicationyYes
    Enable access to support chatyYes
    ChannelsInstagram;WhatsAppNo
    Instant Messaging Capacity526No
    Webchat Capacity121No
    WhatsApp Outbound Numbers2051111111110;6542222222220No
    Viber Sender IDssender10;sender20No
    2FA EnablednYesRefer to Multi-factor authentication.

    Modifying user account properties

    There are two ways to modify user account properties: the first is to manually edit a user profile, and the second is to import a CSV file of user properties to overwrite the properties of existing users.

    Manually modifying a single user account

    To manually edit a user account, click the name of the user in the Agent name column to open the Edit user page. Modify the user properties as needed, then click Save.

    Automatically modifying bulk user accounts

    To automatically modify multiple user accounts, follow these steps:

    1. Navigate to Users > Users.
    2. On the Users page, click Export CSV. A CSV file containing a list of all users and their settings is downloaded to your device.
    3. Edit the fields as needed for one or more users and save the file.
    4. On the Users page, click Import CSV. Refer to /v1/docs/users-users#importing-the-csv-file.

    Exporting user accounts

    You can export a list of users as a CSV file. The format of the file follows the user template CSV file. You can view the file in a spreadsheet or text editor. You can make changes to the file and then import it back into the database of users.

    Tip

    To find the exported CSV file, look in your Downloads folder for a file named users-YYYY-MM-DD.csv

    User Profile

    User's can view some account properties and manage their user interface settings by using the User Profile menu.


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