Users

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:

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.

On this page you can specify the following user properties:

Example: Granting Outgoing Call Permissions to a User

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.
13. If the user will handle inbound calls, assign them to a Queue.
14. Click Save to create the user profile.

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.

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.

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.

Preparing the CSV File

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 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.

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).

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).

User Profile

User's can view some account properties and manage their user interface settings by using the 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.
6. Click Save.