Overview
A User is a unique entity that Admins create for others to access the system. Users who use the Admin App are known as Admins, and Agents use the Agent Interface. In this article, we will go over how to create a new User.
Contents
Before You Begin
- Each User needs a unique email address and must be assigned to at least one Campaign to dial.
- Agents also require a License to access the Agent Interface. See Agent License Management to learn about assigning Licenses.
- Admins can create different access levels for each User, granting permissions to various portions of the software.
Note: When creating a new User account. It may take 15 to 30 minutes to activate their SIP/VoIP extension.
Adding a New User
1.) Click the Account main menu.
2.) Click the Users menu option.
The Show Users page will open.
3.) Click the Add User button in the top-right.
The Create User Wizard will open.
4.) Configure the following fields:
-
(A) User Type: When creating credentials someone will use to access the system, select General User.
- Remote Users are only for Virtual Agent Campaigns.
- (B) First Name: Enter the first name for this User. This will appear throughout reports and other places when identifying this User.
- (C) Last Name: Enter the last name of this User. This will appear throughout reports and other places when identifying this User.
- (D) Password: Enter this User's password. Must be alphanumeric and a minimum of six characters long.
- (E) Admin ACL: This drop-down determines the User's permissions when accessing the Admin App.
- (F) Agent ACL: This drop-down determines the User's permissions when accessing the Agent Interface.
5.) Click the Create User button.
A Notice will appear.
6.) Click the Close button.
The wizard will present the remaining User sections; each screen will feature a Skip button at the bottom of the window.
We recommend using the Skip button to bypass configuring your settings within the Create a User Wizard. Once you reach the end, you can configure these settings in a more spacious format within the User Settings page.
7.) On the last screen, click the Finish button.
The User Settings page will open on the Credentials tab.
User Settings Tabs
There are several tabs, each containing various settings impacting a User's permissions and experience when using the Admin App and Agent Interface.
- You will start on the Credentials tab whenever you access a User's settings.
- See Edit User Credentials to learn more about these settings.
- The Connection Type tab determines how the User's computer system connects with the Convoso Account.
- See Check the Connection information of an Agent to learn more about this tab.
- The Inbound Settings tab contains various settings that control how the User receives Inbound Calls and their Transfer abilities.
- See Edit a User's Inbound Settings to learn more about this tab.
- The Agent Skills tab allows the Admin to configure the User's overall Level and their Skill and Weight levels across their Campaigns and Queues.
- Admins can also set an Agent's Skill and Weight in the Campaign or Queue Settings.
- The Agent Interface Options tab allows the Admin to designate the User's permissions and access in the Agent Interface.
- See Manage Agent Interface Options to learn more about this tab.
- The SMS Settings tab allows the Admin to control SMS Conversations and Callbacks.
- See Force Campaign for Callbacks Setting to learn more about this tab.
- The Data Access tab allows the Admin to configure a User's access to Queues, Campaigns, Lists, Leads, and other features for the Agent Interface and Admin App.
- See Configure User's Data Access to learn more about this tab.
- The Lead Assign tab allows the Admin to re-assign the User's Leads to a different User.
- See Reassign Leads to a Different Agent to learn more about this tab.
- The Callback Options tab allows the Admin to determine a User's Callback abilities.
- See Manage Agent Callback Settings to learn more about this tab.
- The Access Control List tab allows the Admin to configure the User's access permissions in the Admin App.
- See Configure Admin User Access Controls to learn more about this tab.
- The Skill Routing tab allows the Admin to assign Skills to the User for Skill Routing Campaigns.
- See Configure Skill Routing and Assign to Agent to learn more about this tab.
- The Agent Cost tab allows the Admin to set the User's Cost per Hour for reporting.
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