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:
Access the Extensions Tab:
- Navigate to the Devices/Extensions tab under the Configuration menu.
Initiate a New Extension:
- Click on the ‘+ new device/extension’ button at the top of the screen.
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).
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.
Security & Voicemail Settings:
- Device Secret: Generate a unique device secret.
- Voicemail Access: Decide whether the agent should have access to voicemail.
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:
Access the Users Menu:
- Navigate to the Users tab under the Configuration menu.
Initiate a New User:
- Click on the ‘+ add new user’ button at the top of the screen.
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).
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.
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.)
Finalize:
- Click Submit to complete the user creation process.
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