- 04 Feb 2025
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Users
- Updated on 04 Feb 2025
- 13 Minutes to read
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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.
The following information is displayed for each user:
Property | Description |
---|---|
User name | The real name of the person |
The 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. | |
Extension | The three- to four-digit extension of the user's phone. The extension is dialable by other users who have access to the Agent Panel. |
Teams | The team to which the user belongs. |
Employee ID | An 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 group | The 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 status | The 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.
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.
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.
On this page you can specify the following user properties:
Property | Description |
---|---|
Name | The real name of the person |
AD Username | This is a legacy field that is no longer used. |
The 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 Account | The SIP server address for the user's WebRTC Softphone. The address is generated automatically based on the user's email address. |
Password | The user's login password. This password is used along with the email address to log into the Voiso service. |
Role | For 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 group | For contact centers with Security Access Groups, the user's role. A role determines what access permissions a user has in your contact center. |
Extension | The three- to four-digit extension of the user's phone. The extension is dialable by other users who have access to the Agent Panel. |
CallerID | The 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 ID | An 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 zone | The 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 ringtone | The 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 recognition | Specify whether the Speech recognition feature is enabled |
Speech language | If 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 key | The 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 teams | If the user is an agent, specify the team or teams to which the user belongs |
Supervisor in teams | If the user is a supervisor, specify the team or teams that the user supervises |
Assigned skills | Specify the skill or skills associated with the user for interaction routing purposes |
Assigned to queues | Specify the inbound voice queue to which the user belongs for call routing purposes |
Channels | Specify the interaction channels to which the user is assigned, including voice and messaging (digital) channels such as Webchat, WhatsApp, Telegram, Viber, Facebook, and Instagram. |
Capacity | Specify the number of simultaneous interactions a digital channels user may handle |
Permissions | A 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. |
Disable | A 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. |
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:
- On the Add user or Edit user page, in the Channels section, click Edit.
- In the Edit channels panel, enable WhatsApp.
- Click Save.
- Scroll to the WhatsApp Outbound Channels section, then click Edit.
- In the Edit WhatsApp channels, select one or more WhatsApp channels.
- Click Save.
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:
- Click CSV import on the Users page.
- Navigate to the CSV file saved on your computer.
- Click Upload to import the user accounts.
Once the import is complete, the new user accounts will appear on the Users page.
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.
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.
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.
Field | Example Value | Required | Notes |
---|---|---|---|
Name | John Smith | Yes | |
0_example@voiso.com | Yes | The email used to sign in to Voiso | |
Password | John1234_0 | Yes | |
Sip account | 0_example@voiso.com | Yes | |
Access Group | agent | Yes | agent, admin, supervisor, analyst, or hardware phone |
Extension | 0666 | No | |
CallerID | 000 | No | If empty, the default CallerID is used. |
Employee ID | 123ABCdef0 | No | |
CTI | bria | No | |
Timezone | Jerusalem | Yes | Default is UTC |
Queues | First queue;Second queue | No | |
Skills | Speaking: 1;Learning: 1 | No | |
Teams Supervisor | Team 0; Team 1 | No | The teams the user supervises. |
Teams Agent | Team 2; Team 3 | No | |
WebRTC Ringtone | Test Ringtone | No | |
Speech language | en_us | No | Use ISO standard language and country codes. |
Allow Manual Outbound Calls | n | Yes | |
Enable Answering Machine Detection | y | Yes | |
Allow Feature Access Code | n | Yes | |
WebRTC Enabled | n | Yes | |
SMS Enabled | n | Yes | |
Call Notes Enabled | n | Yes | |
Replace client numbers with Acc IDs | n | Yes | |
Enable selective recording | y | Yes | |
Dashboard Number Masking | n | Yes | |
Disable recordings download | n | Yes | |
Click-to-call Client Number Masking | n | Yes | |
Allow click-to-call | y | Yes | |
Allow CDR Downloads | y | Yes | |
Allow HLR Lookup requests | y | Yes | |
Allow external transfers | n | Yes | |
CDR enabled | n | Yes | |
Historic report enabled | y | Yes | |
Speech recognition enabled | y | Yes | |
Omnichannel Workspace Enabled | y | Yes | |
Enable Mobile application | y | Yes | |
Enable access to support chat | y | Yes | |
Channels | Instagram;WhatsApp | No | |
Instant Messaging Capacity | 526 | No | |
Webchat Capacity | 121 | No | |
WhatsApp Outbound Numbers | 2051111111110;6542222222220 | No | |
Viber Sender IDs | sender10;sender20 | No | |
2FA Enabled | n | Yes | Refer 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:
- Navigate to Users > Users.
- On the Users page, click Export CSV. A CSV file containing a list of all users and their settings is downloaded to your device.
- Edit the fields as needed for one or more users and save the file.
- 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.
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.