The Users page is where you create, delete and authorize the users of your Call Center Studio tenant and manage each user's profiles, permissions, queues, teams, locations, IP phone settings, security and notifications.

When you click Users on the menu, three sub-pages are displayed.

Click Users again to open the user list. On this page you can create, delete and authorize users and make similar updates. The list also shows many details about each user, such as user name, email, assigned profiles, queue and station number.

To choose which columns are visible, click the Table Settings icon at the top right of the page. After you save, the changes are reflected in the table instantly.

You can also narrow down the list by using one or more of the filters at the top of the table, such as agents, teams, queues and statuses.

Click New at the top right of the page. You are directed to the page shown below, where you can create a new user.

Every user defined on the page has a hamburger menu icon next to it. When you click it, three options are displayed: Edit, Delete and Profile List.

When you click Edit, the settings of the user are grouped into tabs on the left of the page. Each tab is described below.

In the User Information tab you can modify the general information about the user, such as date of birth, gender and contact information. You can also change other settings such as the chat language here, and deactivate the user.

In the Profiles tab you can assign the desired profiles to the user. The user then has access to the assigned profiles. A user can be added to a maximum of 20 profiles. Click Save to apply the changes.

In the Permissions tab you can configure the user's permissions. The Chat Limit field sets the maximum number of chats the user can handle at the same time; leave it blank or enter 0 to make it unlimited. You can also set various other permissions, such as access to call recordings, blacklist management and custom app access.

Further permissions are listed under Advanced Permissions, such as restricting manual calls, dual-role optimization and hiding the user from the transfer contact list. Switch on the toggle to activate a permission; the toggle turns orange when it is active. Click Save to apply the changes.

In the Queues tab you can configure the queue settings of the user. Set the default outbound queue and the call connect announcement from the respective drop-down menus. To add a queue to the user, select it from the drop-down menu under Add Queue and set its priority. In the same way, you can add the user to a queue group.

In the Teams tab you can manage the teams the user belongs to. Select the desired team from the drop-down menu, click Add, and then click Save to apply the change. You can use the search box to narrow down the list of teams the user has been added to.

In the Locations tab you can configure the location settings of the user. Locations are used to group users by region, department or similar categories. To include the user in a specific location, configure it here.

Unless a location is selected from the menu, the Location Report Manager and Location Operation Manager toggles are disabled.

Click Save to apply the changes.

In the IP Phone & Internal tab you can configure the settings related to IP phones and internal phones, including access levels and features. When the first toggle is switched on, the user has access to IP phones without any limitations. When the second toggle is switched on, the user is restricted to IP phones and cannot be assigned agent roles.

Select the IVR for unanswered calls from the drop-down menu under the title of the same name. Once it is set, unanswered calls from IP phones are directed to the selected IVR.

Set the outbound dial plan for IP phones and internal users from the Outbound Dial Plan drop-down menu. This dial plan defines the dialing rules for external calls.

In the Hunt Groups tab you can manage the call routing of the IP phone and view the hunt groups the user is assigned to. If no hunt group has been defined, the page is blank.

In the Security & Privacy tab you can switch on IP Phone Restriction, which restricts logins to certain IP addresses. Enter the IP addresses from which this user can log in under Allowed Addresses; separate multiple addresses with commas.

You can reset the user's authentication by clicking the respective button. This can be used to resolve login problems.

In the Notifications tab you can choose the events the user is notified about. For example, the user can be notified every time a new user is created, or when Text-to-Speech or Speech Recognition is activated. Switch on the toggle of each notification you want to receive, and click Save to apply the changes.