Users
    • 05 Dec 2023
    • 10 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.
    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.

    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.
    Security access groupThe 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.
    TimezoneThe timezone that the user is covering for handling interactions (the contacts' timezone) or the timezone where the user is located. The timezone 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 Web-chat, 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

    Importing user accounts

    You can bulk import a list of users from a CSV file. First, create a CSV file of users and user properties following the user template. The CSV file can be created in a spreadsheet or text editor.

    To import a list of new user accounts from a CSV file that you have created, click CSV import. Navigate to the file on your computer, then click Upload.

    You can view the new user accounts 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) you assign to the user.

    The user account template

    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.

    Important

    The template contains all the fields required for creating new users or modifying existing users. You might receive an error when you import the CSV back into Voiso if you miss filling out any required fields or include unsupported data.

    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

    Modifying user account properties

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

    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.


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