Once a user has been created, you can edit further settings. To change settings for a user at a later time, use the function User Data - Users and click on Edit in the table row of the user you wish to edit.
Use the tabs to select screens with different sets of data and functions.
User
This page contains in the main fields which were required when Creating Users. Here you can modify the data used when the user was created.
First Name | User First Name |
Surname | Surname of User |
User UID | A representative account name, for example Service 1, Smith or Supervisor Accounts. This is also used as the login name for the user. |
Security Group | The rights assigned to the account. This determines what functions will be accessible by the account. By default User is selected. You can, however, select another group if the user is to be given different access rights. |
LDAP user name | If you indicate an equivalent configured LDAP server here, all users with an LDAP account can be authenticated by the server when they login to the portal or use the SOAP interface. |
Language for Announcements | The preferred language of the user for the telephone user interface. This is relevant for example when the user logs in by telephone, or for emails generated by the system. |
Language for Texts and E-Mails | The preferred language of the user for written notifications, for example for emails generated by the system. |
IP Address Mask | Here you can optionally enter an IP address range from which the user must login. Example notation: 123.123.123.0/24 |
Active | If you deactivate this option, the user is no longer capable of logging in. In this way you can deactivate users without deleting their accounts. |
Pager Rows | The number of rows shown in tables shown in the application for this user. This number can be changed by the user themselves using the plus and minus buttons in any table. |
Service Level Supervisor (s) | Here you can set which default value for the header in the supervisor should be used for calculating the service level. This value does not replace the In Service setting of the respective groups but affects the Answered in X s column. |
| Short Hangups Supervisor (s) | Here you can set which default value for the header area in the Supervisor should be used for the calculation of the Short Hangups table column. |
| Servicequota Supervisor (%) | Here you can set which default value for the header area in the supervisor should be used for the calculation of the table column X% answered in (s). |
Start Time Supervisor (std:min) | Here you can adjust the date of data to be aggegated shown in the table of the Supervisor (field “Statistics since”). The setting which you select here, will become the default setting which the system will use after the login. The time can be changed during the operation. The default setting is 00:00. |
| Graph Interval Supervisor (min) | Here you can set which default value for the header area in the supervisor should be used to display the graphic tiles in the wallboard. |
Amount Column Wallboard | Amount of the wallboard columns which can be used for each group. |
Display current calls on the Wallboard. | Set this option, if a table of the current calls should be displayed at the end of the Supervisor Wallboard. |
Password | Change the password in a popup window |
PIN | Change the PIN in a popup window |
Communications
This tab shows the telephone numbers and email address of the account.
When used in the ACD each telephone number is assigned an ordinal number. This is shown below the input fields. Example:
When the user logs in via telephone or changes the telephone number in the toolbar, this ordinal number is used.
An email address is important for the delivery of voice messages. Several email addresses can be added, separated by a comma.
Service Numbers
Here you can assign service numbers to the user account. Only assigned service numbers can be edited and viewed by accounts on the user level of the system. Administrators are given access to all service numbers within the client account.
To add another service number on Add in the toolbar. In the table of service numbers select Add in the Action column. You are returned to the service numbers tab in the user, where you can see the added number(s).
Reports
Here you can assign predefined reports to a user account. Users are given access to the reports specified here, and also to the reports which are assigned to their accounts by means of the security group they are assigned to.
To add another report use Add in the toolbar. In the table of reports select Add in the Action column.
ACD Options
This tab determines what ACD options are assigned to the user account.
Groups
The group membership of an agent defines in which theme groups the agent is working in the call center. A group is a destination for calls, which are routed to the platform via a configured service number.
If the users are to use the ACD, then they need to be assigned to groups. Note, that the groups will need to have been created beforehand. This is explained in the ACD chapter. You can associate users with more than one group. This means, that each user / agent can be made available for different types of call.
To associace a user with a group, click on Add.
Provide the following information in the form:
As additional information is displayed:
Existing group assignments of the user are visible in a table. Name, Mapping Type and Skill are shown. The mapping type and skill can be changed using the Edit function. Use Delete to remove a group assignment.
Skills
Skills can be used to influence the distribution of calls in the ACD. Example: A call, which is received by the system via a specific service number, could be associated with the skill English, because this service number corresponds to an English hotline. Doing this means that the call will only be distributed to agents with the corresponding skill. All other agents without this skill will not be taken into consideration when the call is distributed. Further group parameters (timeout etc.) are independent of the associated skills.
Agents can be assigned multiple skills. Note, that the skills will need to have been created beforehand.
To associace a user with a skill, click on Add. Provide the following information in the form:
The existing skill assignments of the user are visible in a table. The skill and skill level can be changed using Edit. Delete is used to delete the skill assignment from the users account.
Locations
This tab is used to associate the user with locations (for example branch offices of a company). The function of locations is to limit the visibility of agents and statistics. A location supervisor can, for example, only exercise supervisor functions on ACD agents which are associated with that location. A location administrator can only administer agents from the same location. The visibility of data is reduced and the availability of administrator functions is affected by the location assignments of the users account.
To add an existing location use Add in the toolbar. Provide the following information:
Use Save to confirm and save the data.
Export CSV
Use Export CSV to export the users in the system in a CSV file format.
Import
Import can be used to import a list of users to the system. The file must be in CSV format.
When exporting and importing user data via CSV files, the following conventions apply:
- Records in a file are separated by CR + LF (Windows line ending).
- CR + LF within a record is not allowed.
- Fields within records are separated by semicolons.
- A record contains all fields in the defined order (see following table).
- The field descriptions (see table) are not provided.
- Missing fields are not allowed.
- Field contents can be supplied enclosed by inverted commas. In this case the inverted commas are not considered part of the data.
- The detection of duplicates is performed using the UID and AgentNumber fields. A duplicate is detected when these values are equal. Both fields must be unique for the system to operate correctly. If you activate the option Overwrite duplicates, then the data of existing users will be overwritten, if the UID or the AgentNumber are equal.
The following fields are specified per record:
