---
title: "Users"
slug: "users-users"
description: "Create users and manage access and account properties."
tags: ["add", "add agent", "admin", "Agent", "bulk upload", "conference", "consult", "CSV", "extension", "Facebook", "Getting started", "Instagram", "listen", "music", "omnichannel", "password", "restricting access", "ringtone", "role", "role-based access", "search", "setup", "supervisor", "Telegram", "transfer", "user", "viber", "Web-chat", "webchat", "WhatsApp"]
updated: 2026-04-30T09:50:58Z
published: 2026-04-30T09:50:58Z
canonical: "docs.voiso.com/users-users"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Users

**Who should read this article**: Administrators

Create users and manage access and account properties.

Note

If your contact center does not use [Security Access Groups](/v1/docs/administration-security-access-groups) to create and manage roles, refer to [Basic user roles](/v1/docs/basic-user-roles) to learn more about how to create and manage users with the basic user roles available by default.

## 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](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Users%20Users%20View.png)

The following information is displayed for each user:

| Property | Description |
| --- | --- |
| User name | The real name of the person |
| E-mail | The email address the person uses to log into their Voiso account. If you use a Voiso [CRM integration](/v1/docs/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](/v1/docs/agent-panel)**. You must assign an extension to every user who will handle [transfer, consult, and conference](/v1/docs/agent-panel-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. |
| Teams | The [team](/v1/docs/users-teams) 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**. |
| Role/Security access group | The user's role. A role determines what access permissions a user has in your contact center. The [default roles](/v1/docs/basic-user-roles) are Admin, Agent, Analyst, Hardware Phone, and Supervisor. If [Security Access Groups](/v1/docs/administration-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](/v1/docs/multi-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. |

Tip

Click a user's name in the **User** table to edit the user's account configuration. The **Edit user** page contains the same fields as the **Add user** page.

## 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](/v1/docs/users-users#importing-user-accounts) 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 user**. Specify the user properties, then click **Save**.

Note

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](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Users%20Add%20User%20View.png)

          Note

          

For contact centers that do not use Security Access Groups, if AMD is enabled for your contact center, you can ask your Voiso representative to turn on AMD by default for all [new users](/v1/docs/basic-user-roles) you create.

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. |
| Email | The email address the person uses to sign in to their Voiso account. If you use a Voiso [CRM integration](/v1/docs/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. **Note:** Passwords must include the following: *At least* one upper case, one lower case, and one special characters, and one number. 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](/v1/docs/basic-user-roles). 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](/v1/docs/administration-security-access-groups). 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](/v1/docs/agent-panel)**. |
| Caller ID | 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](/v1/docs/users-teams) and the team has an associated [Caller ID group](/v1/docs/outbound-cid-groups), the Caller ID group numbers take priority over the Caller ID assigned individually when the user selects that Caller ID group in **Agent Panel**. |
| 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](/v1/docs/reporting-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](/v1/docs/administration-media)** page. |
| Speech recognition | Specify whether the **[Speech Analytics](/v1/docs/speech-analytics)** 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](/v1/docs/administration-system-settings)** 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](https://developers.voiso.com/reference/how-to-retrieve-cdrs), [Campaigns](https://developers.voiso.com/reference/campaigns-overview), [Deleted Users](https://developers.voiso.com/reference/get-deleted-users), [Queues](https://developers.voiso.com/reference/get-queues-overview), [Teams](https://developers.voiso.com/reference/get-teams-overview), [Users](https://developers.voiso.com/reference/users-overview), and [Wrap-up codes](https://developers.voiso.com/reference/wrap-up-codes-overview) APIs to request information about the user. |
| Agent in teams | If the user is an agent, specify the [team](/v1/docs/users-teams) or teams to which the user belongs |
| Supervisor in teams | If the user is a supervisor, specify the [team](/v1/docs/users-teams) or teams that the user supervises |
| Assigned skills | Specify the [skill](/v1/docs/users-skills) or skills associated with the user for interaction routing purposes |
| Assigned to queues | Specify the inbound voice [queue](/v1/docs/inbound-queues) to which the user belongs for call routing purposes |
| Channels | Specify the interaction channels to which the user is assigned, including voice and [messaging](/v1/docs/omnichannel-workspace) (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](/v1/docs/administration-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](/v1/docs/administration-security-access-groups) feature is *not* enabled, you can modify the user's permissions. |

Note

Refer to the [Multi-factor authentication](/v1/docs/multi-factor-authentication) article for information about enabling the **2FA** feature.

### Example: Granting Outgoing Call Permissions to a User

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Adding%20User%20For%20Outgoing%20Calls.mp4)

By default, new users do not have permission to make manual outbound calls. You must grant this permission in the user's profile or import a bulk user CSV with the **Allow Manual Outbound Calls** field set to **y**.

To enable manual outbound calling for a new user, follow these steps:

1. Navigate to **Users > Users** in the Voiso main menu.
2. Click **Add user** to create a new user profile.
3. Enter the user's **Name**.
4. Specify the **AD Username**—this is the name displayed in **Agent Panel**.
5. Enter the **Email address** the user will use to sign in.
6. Select the **Role** for the user:
  - Choose **Agent** for users who will handle interactions.
7. Set the user's **Extension**—this number is used for call transfers and routing.
8. Enter the **Caller ID** that will be displayed when making outbound calls.
  - If left blank, the default Caller ID is used.
9. Select the user's **Time zone**.
10. In the **Permissions** section, enable **Allow manual outbound calls**.
  - This is required only if the user will manually dial outbound calls.
  - If the user will only handle inbound calls or participate in outbound Dialer campaigns, this setting is not required.
11. (Optional) To allow click-to-call from your CRM, enable **Allow click-to-call**.
12. Assign the user to a **Team**. **Note:** An agent can belong to multiple teams only if all teams share the same [Effective Call Duration setting](/v1/docs/users-teams#effective-call-duration-override).
13. If the user will handle inbound calls, assign them to a **Queue**.
14. Click **Save** to create the user profile.

## Standard users and Virtual agents

          Note

          

The Virtual agent feature is available for contact centers on the Pro plan or higher.

If the [Virtual agent](/v1/docs/virtual-agents) feature is enabled in your contact center, a dialog is displayed when you click **Add user** to enable you to select either a standard user or a virtual agent. In the **Add user** dialog, choose **Standard user**, then click **Continue**. Configure the standard user as described in the [Adding a user](/v1/docs/users-users#adding-a-user) section.

![Users Add User Select Standard User Or Virtual Agent](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Users%20Add%20User%20Select%20Standard%20User%20Or%20Virtual%20Agent.png)

## Bulk User Account Management

To efficiently manage multiple users in your contact center, Voiso enables bulk user account creation and modification using a **CSV file**. Export the current user list to act as a template, modify user properties, and re-import the updated file. This ensures all settings align with your contact center's latest configurations and available features.

Alternatively you can start from scratch by [downloading the user CSV template](/v1/docs/users-users#user-template-with-security-access-groups) from the **Users** page. The template contains sample users to get you started. Just delete them and add your own standard users and virtual agents.

Note

If you are creating virtual agents by CSV upload, only certain parameters are used as virtual agents do not have the same breadth of capabilities as a standard user. If you add parameters that are not supported for virtual users, the unsupported parameters will be ignored. For details about bulk importing virtual users, refer to [Virtual agents](/v1/docs/virtual-agents#adding-bulk-virtual-agents).

Watch this video to learn how to export a list of existing users as a CSV file, edit it to modify user details, and import the updated file to apply changes and add new users to your contact center.

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bulk%20User%20Import%20and%20Modification%20with%20a%20CSV%20File.mp4)

### Exporting the User List

To begin, export a list of current users in CSV format. This file serves as both a *reference* for existing user settings and a *template* for adding new users.

To export the current user list:

1. Navigate to **Users > Users** in the Voiso navigation bar.
2. Click **Export CSV**.
3. A file named `users-YYYY-MM-DD.csv` is downloaded to your **Downloads** folder.

The exported file includes the latest available user settings and permissions, reducing the likelihood of formatting errors during import.

Note

To ensure you are using the most up-to-date format, always export the latest user list instead of using an old CSV file.

### Preparing the CSV File

Important

**For contact centers using basic roles**

Ensure that you follow role-specific guidelines:

- Default permissions are assigned based on the user’s role.
- Some permissions are editable, while others are fixed.
- If you leave permissions fields blank, the default permission for the specificed role will be assigned.

For details on available user roles and permissions, refer to [User Role Permissions](/v1/docs/users-users#user-role-permissions) and [Basic user roles](/v1/docs/basic-user-roles).

Important

**For contact centers using security access groups**

If your contact center uses [security access groups](/v1/docs/administration-security-access-groups), DO NOT modify user permissions in the CSV file. Permissions are tied to roles. To change permissions for a user, first create a role with the required permission set, then assign that role to the user.

If you are importing new users in bulk, LEAVE ALL THE PERMISSIONS BLANK as these will be set by the assigned role.

For details on available user roles and permissions, refer to [User Role Permissions](/v1/docs/users-users#user-role-permissions).

Important

**For contact centers using Virtual agents**

If your contact center uses virtual agents for [Bring Your Own Bot](/v1/docs/bring-your-own-bot) (BYOB) integrations, be aware that virtual agents have different required parameters than standard users. Ensure that you include all the necessary parameters for your virtual agents and note that if you include any unsupported parameters for virtual agents, these will be ignored during import. For details about bulk importing virtual users, refer to [Virtual agents](/v1/docs/virtual-agents#adding-bulk-virtual-agents).

Here are the basic steps to update the CSV file to get it ready to be imported:

1. To modify existing users, open the exported CSV file in a spreadsheet or text editor and update user properties as needed.
2. To add new users, follow these steps:
  1. Use the existing format to add new users to the file.
  2. Ensure required fields, such as **Name, Email, Role, and Timezone**, are populated.
3. Save the updated CSV file.
4. [Import the CSV file](/v1/docs/users-users#importing-the-csv-file) on the **Users** page.

### Importing the CSV File

Once the CSV file is ready:

1. Navigate to **Users > Users**.
2. Click **Import CSV**.
3. Select the modified CSV file from your device.
4. Click **Upload** to apply the changes.

New user accounts are created, and updates to existing users are applied immediately.

### User Role and Permissions

The following sections outline the permissions available for each user role.

Note

- The contents of the template change from time to time as new features are made available to you. Please export the latest user file from the **Users** page to ensure that you have all the up to date fields.
- The exported CSV of current users reflects the latest role configurations. Do not use the user template.

#### User template (basic user roles)

Use the following information to guide you to set up your CSV file (for contact centers that do not use security access groups).

****Basic users**: Click to expand**

  

| Head | Example Value | Required | Notes |
| --- | --- | --- | --- |
| Name | John Smith | Yes |  |
| Email | 0_example@yourcontactcentername.com | Yes | The email used to sign in to Voiso |
| Password | John1234#_0 | Yes |  |
| Sip account | 0_example | Yes |  |
| Role | agent | Yes | agent, admin, supervisor, analyst, or hardware phone |
| Extension | 0111 | No |  |
| CallerID | 1555555555 | No | If empty, the default Caller ID is used. |
| CTI | disabled | No |  |
| Timezone | Amsterdam | Yes | Default is UTC |
| Queues | First queue;Second queue | No | The names of queues in your contact center |
| Skills | Speaking: 1;Learning: 1 | No |  |
| Teams Supervisor | Team 0; Team 1 | No | The names of teams the user supervises |
| Teams Agent | Team 2; Team 3 | No | The teams the user is a member of. **Note:** An agent can belong to multiple teams only if all teams share the same [Effective Call Duration setting](/v1/docs/users-teams#effective-call-duration-override). |
| WebRTC Ringtone | Test Ringtone | No | The name of a ringtone file on your contact center media page |
| Allow Manual Outbound Calls | n | Yes |  |
| Enable Answering Machine Detection | n | Yes |  |
| Allow Feature Access Code | y | Yes | The user can use dialing prefixes to monitor calls |
| WebRTC Enabled | y | Yes | The user may access Agent Panel to handle calls |
| Dashboard Number Masking | n | Yes |  |
| Disable recordings download | n | Yes |  |
| Click-to-call Client Number Masking | n | Yes |  |
| Allow click-to-call | n | Yes |  |
| Allow CDR Downloads | y | Yes |  |
| Allow HLR Lookup requests | n | Yes |  |
| Allow external transfers | y | Yes |  |
| CDR enabled | y | Yes | Allow access to Call Detail Records |
| Historic report enabled | n | Yes |  |
| Enable access to support chat | n | Yes |  |

#### User template (with Security Access Groups)

Use the following information to guide you to set up your CSV file (for contact centers with security access groups).

****Standard users**: Click to expand**

  

| Parameter | Example Value | Required | Notes |
| --- | --- | --- | --- |
| Name | John Smith | Yes |  |
| Type | Standard | Yes |  |
| SIP URI |  | No | Used for Virtual agents only. |
| Email | [0_example@yourcontactcentername.com](mailto:0_example@yourcontactcentername.com) | Yes | The e-mail used to sign in to Voiso |
| Password | John1234_0 | Yes |  |
| Sip account |  | No |  |
| Access Group | agent | Yes | agent, admin, supervisor, analyst, or hardware phone |
| Extension | 0666 | No |  |
| CallerID | 1555555555 | No | If empty, the default CallerID is used. |
| CTI | disabled | 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 | No |  |
| Allow Feature Access Code | n | No |  |
| WebRTC Enabled | n | Yes |  |
| SMS Enabled | n | No |  |
| Call Notes Enabled | n | No |  |
| Replace client numbers with Acc IDs | n | No |  |
| 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 | No |  |
| Omnichannel Workspace Enabled | y | Yes |  |
| Enable Mobile application | y | No |  |
| Enable access to support chat | y | No |  |
| 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](/v1/docs/multi-factor-authentication). |

****Virtual agents**: Click to expand**

  

| Parameter | Example Value | Required | Notes |
| --- | --- | --- | --- |
| Name | Support Bot | Yes |  |
| Type | Virtual | Yes |  |
| SIP URI | sip:supportbot@sip.provider.com:5060 | Yes | Must follow the format sip:user@domain[:port]. |
| Email |  | No |  |
| Password |  | No |  |
| Sip account |  | No |  |
| Access Group |  | No |  |
| Extension | 0666 | No | Used for internal transfers within the contact center. |
| CallerID |  | No |  |
| CTI |  | No |  |
| Timezone |  | No |  |
| Queues | First queue;Second queue | No |  |
| Skills | Speaking: 1;Learning: 1 | No |  |
| Teams Supervisor |  | No |  |
| Teams Agent |  | No |  |
| WebRTC Ringtone |  | No |  |
| Speech language | en_us | Yes | Use ISO standard language and country codes. |
| Allow Manual Outbound Calls |  | No |  |
| Enable Answering Machine Detection |  | No |  |
| Allow Feature Access Code |  | No |  |
| WebRTC Enabled |  | No |  |
| SMS Enabled |  | No |  |
| Call Notes Enabled |  | No |  |
| Replace client numbers with Acc IDs |  | No |  |
| Enable selective recording |  | No |  |
| Dashboard Number Masking |  | No |  |
| Disable recordings download |  | No |  |
| Click-to-call Client Number Masking |  | No |  |
| Allow click-to-call |  | No |  |
| Allow CDR Downloads |  | No |  |
| Allow HLR Lookup requests |  | No |  |
| Allow external transfers |  | No |  |
| CDR enabled |  | No |  |
| Historic report enabled |  | No |  |
| Speech recognition enabled |  | No |  |
| Omnichannel Workspace Enabled |  | No |  |
| Enable Mobile application |  | No |  |
| Enable access to support chat |  | No |  |
| Channels |  | No |  |
| Instant Messaging Capacity |  | No |  |
| Webchat Capacity |  | No |  |
| WhatsApp Outbound Numbers |  | No |  |
| Viber Sender IDs |  | No |  |
| 2FA Enabled | n | N |  |

## Reset 2FA

The **Reset 2FA** feature allows you to reset a user's two-factor authentication (2FA) status from the **Edit user** page. This option is available when 2FA is currently enabled for the user and the user has requested a reset during the authentication process.

A reset may be required if a user loses access to their 2FA device or encounters errors during initial setup. Once reset, the user will be prompted to complete the 2FA setup again at their next login. This helps ensure continued account security while minimizing support delays.

When a user has requested that their 2FA status be reset, a red alert icon is displayed in the **Users** page in the user's table row.

![Users Reset 2FA Alert](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Users%20Reset%202FA%20Alert.png)

Click the user's name to open the **Edit user** page. For users who have requested 2FA reset, the following notice is displayed at the top of the page:

```
This user cannot log in and requested 2FA reset. Click here to manually reset it.
```

![Users Edit User Page Reset 2FA Alert](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Users%20Edit%20User%20Page%20Reset%202FA%20Alert.png)

Click the link to reset the user's 2FA status. The next time the user signs in they will have to repea the 2FA setup.

## User Profile

User's can view some account properties and manage their user interface settings by using the **[User Profile](/v1/docs/user-profile)** menu.

## 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](/v1/docs/whatsapp).
6. Click **Save**.

![Users Assign WhatsApp Outbound Channels](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Users%20Assign%20WhatsApp%20Outbound%20Channels.png)

Customer Relationship Management. A service for managing all your organization's relationships and interactions with customers (contacts) and potential customers. It that provides real-time agent access to customer data and previous interaction information to further personalize the customer experience. CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue.

A contact center user with privileges to manage most contact center settings and perform administrative tasks.

A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.

A contact center user role that has access only to Call Detail Records (CDR). The analyst role is defined in the Security Access Groups view.

A physical telephone connected to a contact center's phone network. In contrast to a softphone like the Voiso Agent Panel, hardware phones have limited capabilities. They are best suited to situations where you want to limit agent access to your system.

In a contact center, the person responsible for leading, monitoring, and training a team of agents.

Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute.

Session Initiation Protocol. A signaling protocol used to initiate, maintain, and terminate communication sessions over the internet, including voice, video, and messaging applications.

Web Real-Time Communication. A technology that enables the use of a web browser to make a phone call. The Voiso Agent Panel is a WebRTC-based softphone.

A software application that enables users to make telephone calls over the internet using a computer, tablet, or mobile device and a high-speed internet connection.

A telephone extension refers to a number used to identify and dial a softphone, hardware phone, or queue within a contact center.

CID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent.

Agents working under a common supervisor are considered to be a part of a team. Teams enable you to group users together for common business purposes. You can create many different teams for different business purposes. A user may be assigned to more than one team and a supervisor may supervise more than one team. You can assign agents to Dialer campaigns and Caller ID groups either individually or as part of a team.

A sound made by a softphone or mobile phone when an incoming call is received.

The recognition and translation of spoken language into text by a computers. One of the main benefits is making a conversation searchable and subject to manual and automatic analysis. The Voiso Speech Analytics feature uses speech recognition to generate a speech-to-text transcript of call recordings that include sentiment analysis with keyword recognition and highlighting.

Application Programming Interface. A set of functions and procedures allowing developers to create applications that access the features or data of an operating system, application, or other service.

## Related

- [Teams](/users-teams.md)
- [Skills](/users-skills.md)
- [Security Access Groups](/administration-security-access-groups.md)
- [Queues](/inbound-queues.md)
- [Dialer campaigns overview](/outbound-dialer-campaigns-overview.md)
- [Wrap-up codes](/administration-wrap-up-codes.md)
- [Call Detail Records overview](/reporting-cdr.md)
- [Media](/administration-media.md)
- [Caller ID groups](/outbound-cid-groups.md)
- [CRM integration overview](/crm-integration-overview.md)
- [Basic user roles](/basic-user-roles.md)