To create a new User, navigate to the 'Users' application within the LaunchPad or by simply selecting the 'Administration' menu and selecting Users.
This will present a blank station extension template as shown below.
Click on the Add New button.
This will open up the Add Users profile information. Complete the basic information for your new user.
User Name: Your agent's login information
Password: Enter the agent's password
Confirm Password: Re-enter the password
Full Name: Enter the name of your Agent
Assigned Station Ext: Assign a station extension to the agent user account for handling inbound and outbound calls.
Active: This option is set to Yes by default which indicates that this user is currently enabled. To disable the user simply select No from the drop-down menu
Inbound Queues: Select the appropriate Inbound Queues from the drop down you wish to assign to your new agent. The agent will only receive inbound calls to routing to the ACD queues the agent is assigned to.
Campaigns: Select the campaign(s) from the drop-down menu you wish to assign to your new agent.
States: Optional This field is used to assign agents to specific states. When selected, the agent will ONLY receive inbound calls coming from the states the agent is assigned to.
Profile Picture: Allows you to upload a picture of the agent. This picture is visible within the agent profile when logged in.
Can Choose Queues: Determine if the agent has the ability to manually select the type of inbound calls they would like to receive. During login, the system will present the agent with the list of ALL ACD queues assigned to them by the manager/Administrator. The agent will have the ability to reject these calls by simply not selecting the queues during login. Fenero recommends you set this option to NO.
Can Choose Blended: Determine if the agent has the ability to select whether they are purely in an outbound environment or a blended inbound/outbound environment. Setting this option to yes will allow the agent to make this decision, even if the manager has the agent assigned to both inbound and outbound. Fenero recommends setting this option to NO.
Can Schedule Callbacks: Determine if the agent has the ability to schedule callbacks.
Allow Agent-only Callbacks: Determine if the agent has the ability to schedule callbacks specifically for themselves.
Allow Inbound Email: Determine if the agent is able to receive emails using the Fenero Email Queues.
Allow Instant Message: Determine if the agent is able to use the internal Fenero messenger.
Allow Live Chat: Determine if the agent is able to handle live customer chat session using the Fenero Chat Queues.
Allow manual Dialing: Determine if the agent is able to place manual outbound calls.
Allow call transferring: Determine if the agent has the ability to transfer calls.
Custom Data: This field is used to specify a custom identifier to the agent user account.
Promote Privileges: This field specifies the user level. You can use this to promote or demote a user level.
Click Save to create the user account.