How to Add a New User (Agent) in the HCC

How to Add a New User (Agent) in the HCC

Before adding a new user (agent, supervisor, admin, etc.) in the Hosted Contact Center, remember that you must first create a dedicated extension for that user. This guide covers both the extension creation and the subsequent user setup.

Step 1: Create a New Extension

Purpose:
Set up a unique extension that the new user will be associated with.

Instructions:

  1. Access the Extensions Tab:

    • Navigate to the Devices/Extensions tab under the Configuration menu.

  2. Initiate a New Extension:

    • Click on the ‘+ new device/extension’ button at the top of the screen.

  3. Enter Extension Details:

    • Extension Number: Enter a unique extension number.
    • Device Name: Use a descriptive name (e.g., the agent’s name).
    • Device Type: Choose between a softphone or the new agent interface (webrtc).

  4. Configure Call Settings:

    • CallerID: Select the CallerID that will be displayed for manual calls.
    • E911 Location: Assign the agent’s E911 location.
    • Multi-Line Profile: Determine if the agent will have a multi-line profile and be allowed to make non-callcenter manual calls.
    • Call Recording and Monitoring: Choose whether the agent’s calls will be recorded and if monitoring will be allowed.

  5. Security & Voicemail Settings:

    • Device Secret: Generate a unique device secret.
    • Voicemail Access: Decide whether the agent should have access to voicemail.

  6. Finalize:

    • Save your changes to complete the extension setup.

Step 2: Create a User

Purpose:
Register the new user in the system and associate them with the extension created in Step 1.

Instructions:

  1. Access the Users Menu:

    • Navigate to the Users tab under the Configuration menu.

  2. Initiate a New User:

    • Click on the ‘+ add new user’ button at the top of the screen.

  3. Enter User Information:

    • Full Name and Email Address: Provide the user’s complete name and an email address (ensure the user can access this email in case they need to recover their password).
    • Password: Create an initial password (the user can change this later).

  4. Specify User Role:

    • User Type: Select whether the user is an agent, supervisor, admin, etc.
    • Assign Extension: Choose the unique extension you created for the user.

  5. Additional Settings:

    • Voicemail/Recording Access: Determine if the user can access all voicemails or recordings.
    • Notes: Enter any relevant notes. (Note: This section is visible to others, so please include only appropriate information.)

  6. Finalize:

    • Click Submit to complete the user creation process.

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