Modifying an existing user account

Administrators can reconfigure the IVR PIN and reset the password for an existing user account.

Administrators must have the Users: Modify privilege to edit user accounts.

Modify an existing user account: #

Step 1:
Click Staff > Users on the menu bar. A list of the user accounts that are already set up is displayed.

Step 2:
Select the appropriate user account in the list.
If you search for a user in the user list and specify criteria in the Filter box, only entries whose names contain those characters (case-insensitive) are displayed.

Step 3:
To specify the external ID of the user account, enter a value for External ID.

Step 4:
To reset the password, click Set Password and then enter the new Password for the user account (up to 100 characters). Confirm the password and click OK. The system will send an email to the user informing them that their password has been reset. The password is used in conjunction with the username (email address) or user number to authenticate the user login.

Step 5:
To assign a different role to this user account, select one from the User Roles list.

Step 6:
Select the user Groups to which this user belongs and specify their skill levels:

1. Click the settings icon
   • Note: Users who are logged in using the Single Sign On login method cannot reconfigure the groups to which this user belongs.
   • Note: The user account must first be assigned to one or more user roles before user groups can be selected.
2. Tick the checkbox for the relevant user group.
3. Set the user’s skill level within the group by clicking on the appropriate star.
   • Note: For each group, a user’s skill level within that group can be rated on a scale of 1 star (lowest) up to 5 stars (highest). When a call reaches the head of the queue, and agents are available, the call is routed to the available agent with the highest skill level. If no agents are available in the skill group, the call overflows to the next-highest priority group.
4. Repeat the previous two steps for every group to which this user belongs.
   • Note: Each user can belong to one or multiple groups.
5. To deselect a group, untick the appropriate checkbox. Any skill level stars are also cleared for this group.
6. Click OK.

Step 7:
To configure a Default Outbound CLI to associate with this user account, select a value from the drop-down list. This defines the default queue that outbound calls from this user will appear to originate from. When the user makes an outbound call, the CLI from the default queue is used, without the user having to confirm it.

Step 8:
To configure the IVR PIN, specify a unique PIN (between 3 and 6 digits) for this user account. If there is no internet access, this user can log into their account and set their status by IVR dialogue, using this PIN to authenticate their identity.

Step 9:
To specify that this agent is automatically available to answer incoming calls using the WebRTC softphone built into their Agent Portal after they have logged in, tick the Answer automatically when using WebRTC checkbox. (By default, the user must log in and then set their status to “Available” before they can handle WebRTC calls.)

Step 10:
To specify whether or not the agent is automatically available after logging in:

1. Tick the Advanced preferences checkbox.
2. Either tick (to enable) or untick (to disable) the Set agent to available automatically after login checkbox.
   • Note: If this checkbox is not ticked, the agent must set their availability after logging in.

Step 11:
To specify whether or not the agent is automatically active for all queues to which they are assigned after logging in:

1. Tick the Advanced preferences checkbox.
2. Either tick (to enable) or untick (to disable) the Set agent active for all queues after login checkbox.
   • Note: If this checkbox is ticked, you can also specify a minimum amount of time (in minutes) for which the agent must be logged out before their queue availability is reset. This covers situations when an agent is logged off and on unintentionally, for example, due to a poor internet connection.
   • Note: If this checkbox is not ticked, any assigned queues that have been deselected for the agent (either by the agent or by a supervisor) will remain deselected when the agent next logs in.

Step 12:
Click Save Changes.

Definitions #

• Email Address: The email address of the user who holds this account.
• Username: The username of the user who holds this account. The user must enter this name (along with their password) to log in to the system.
• Use email address as username: If this is ticked, the user can log in to the system using their email address (along with their password) rather than their username.
• External ID: An optional ID that may be used to identify an agent within a system that is external to Contact. Typically, this might be used to identify the user within a CRM system (but is not necessarily limited to this use).
  • The External ID can be placed into an HTTP REST request (sent from within a routing flow) using either the REST Query or Prepare REST Request node types, where the ##agentExternalId## placeholder will be replaced with the external ID.
• Set Password: Resets the password for this user account.
• First Name/Last Name: The first name and surname of the user.
• User Roles: The user roles to which this user login is assigned. Each role defines the access level available to this user. Each user login can be assigned to one or multiple user roles. For more information, see Roles, privileges and profiles.
  • Note: A role may only be assigned to a user if it has a role type (specified when the role is created) matching the list of allowed role types for that user.
• Groups: The user (skill) group(s) to which this user belongs. Each user can belong to one or multiple groups. A number next to each group denotes the skill level of the user within this group, in the range 1 (lowest) to 5 (highest).
• Default Outbound CLI: The default queue that outbound calls (if licensed) from this user will appear to originate from. When the user makes an outbound call, the CLI from the default queue is used, without the user having to confirm it.
• IVR PIN: The unique PIN for this user account. If there is no internet access, this agent can log into their account and set their status by IVR dialogue, using this PIN to authenticate their identity.
• Answer automatically when using WebRTC: Whether or not this agent or supervisor is automatically available to answer incoming calls using the WebRTC softphone built into their Agent Portal after they have logged in, without first having to set their status to “Available”. When a call arrives, the user hears a beep tone and then the call is connected.
• Advanced preferences: Whether or not advanced settings can be configured for this user account.
• Set agent to available automatically after login: Whether or not this agent is automatically available after logging in. If this checkbox is not ticked, the agent must set their availability after logging in.
• Set agent active for all queues after login: Whether or not this agent is automatically active for all assigned queues after logging in.
  • This feature is largely used to balance queue loads. However, as queue loads change hour by hour, you often do not want these settings to be applied if an agent is logging in to start a shift. If this checkbox is ticked, any settings for queue availability that were made either by the agent or a supervisor are reset when the agent next logs in to the system and the agent is made available for all queues to which they are assigned.
  • An agent can be unassigned from queues in two places in the Contact web interface:
    • In the Agent Portal – If the agent’s role has the Agent Queue Selection privilege enabled, the agent can deselect queues in their Incoming Calls Portal
    • In the Supervisor Portal – Supervisors can deselect agents from queues in the Live Data view for each agent.
• Apply when logged out more than <number> minutes: The minimum amount of time for which the agent must be logged out before their queue availability is reset. This covers situations when an agent is logged off and on unintentionally, for example, due to a poor internet connection.

Related tasks
Configuring recording for a user account