User Administration

Overview

All of the Symbee Connect features are optionally configurable, with the end-user features being controlled at a user by user level. As a result, each end user needs a User Profile defined within Symbee Connect. The Symbee Connect User Profile basically extends the Amazon Connect user definition and configures which Symbee Connect features are enabled for the end user.

Although you can configure Symbee Connect end users on an individual user by user basis, for ease of management, User Templates are provided to enable you to set up logical group of users, then configure the required features on the User Template, and bulk-apply the User Template to a group of users all in one step.

At a high level, there are two fundamental types of end users defined within the User Administration section of the Symbee Connect Administration Portal:

User Templates

Users in Symbee Connect are initially created from a User Template. Each user can then be customized to differ from the Template as needed after creation. For ease of user maintenance, create User Templates for each group of users that will have a different configuration. If the user groups' configuration needs to change at a later time, the User Template can then be updated and quickly re-applied to the group of users in a single step. A different or modified User Template can be reapplied to an already created User at any time.

Options are available to Modify, Delete and Add Template.

A User Template has to be added through the Add Template option before it can be configured.

Add Template

Template Identifier

The template identifier that will be displayed in pick-lists.

User Profile Template Name

Short description for the new User Profile Template.

Maintain User Template

When you Modify a User Template, there are three User Modes:

Unison

Unified Communications Users, i.e., non Contact Center Users.

Click here for Unison User Settings.

Engagement

Contact Center Users - this is the default selected User Mode

Click here for Engagement User Settings.

Supervisor

Contact Center Supervisor Users

Click here for Supervisor User Settings.


Note: When modifying a User Template, make sure you have the correct User Mode selected for template your are modifying.


Delete

Select the template you would like to delete.


Unified Communications Users

Overview

This screen lists all your currently configured back-office Unified Communications, known as Unison users.

Options are available to Modify, Delete, Add Users, Apply Profile and Create Amazon Connect Users.

A User has to be added before it can be configured.

Add Users

Add Users based on Template:

Select the Template. Make sure you have created a Unison User Template as the default user mode is Engagement.

To Create Amazon Connect Users:

Check here to also have the new users created automatically within Amazon Connect as well.

Select the security profile, group hierarchy, and routing profile for the new Amazon Connect Users
Select Security Profile

Your Security Profiles configured within your Amazon Connect instance will be listed here, for example the out-the-box ones are: CallCenter, Manager, Quality Analyst, Agent, and Administrator. Select the Security Profile for your new user or users.

Group Hierarchies

Select from the available group hierarchies configured within your Amazon Connect instance.

Select Routing Profile

Select from the Routing Profiles configured within your Amazon Connect instance.

Please enter a default password for the new Amazon Connect Users

Add a password for the new user or users.

Please enter an ACW timeout for the new Amazon Connect Users in seconds

Set this to 0 (zero).

Adding Multiple (Bulk) Users

Upload the CSV file with your users

Click here to download a user upload template.

Select a file for uploading.

Add a single user below:

Must match Login name value for the User in Amazon Connect

Login Name:

First Name:

Last Name:

Email:

Modify

Click here for Unison User Settings.

Note: When modifying a User, make sure you have the Unison User Mode selected for user your are modifying.


Apply Profile Template

Template

Select one of your configured User Templates.

This is used if a user was already created and you wanted to re-apply a new or updated template to that user. You can select multiple users to Apply the new or updated template to.

Create Amazon Connect Users

Select this if you have already defined users with Symbee Connect which are not yet defined within Amazon Connect. This option with create a matching users within your Amazon Connect instance for each selected user.

Select the security profile, group hierarchy, and routing profile for the new Amazon Connect Users
Select Security Profile

Select the Security Profile for the selected user or users. Your Security Profiles configured within your Amazon Connect instance will be listed here, for example the out-the-box ones are: CallCenter, Manager, Quality Analyst, Agent, and Administrator.

Group Hierarchies

Select from the available group hierarchies configured within your Amazon Connect instance.

Select Routing Profile

Select from the Routing Profiles configured within your Amazon Connect instance.

Please enter a default password for the new Amazon Connect Users

Add a password for the new user or users.

Please enter an ACW timeout for the new Amazon Connect Users in seconds

Set this to 0 (zero).

Contact Center Users

This screen lists all your currently configured Contact Center agents.

Options area available to Modify, Delete, Add Users, Apply Profile and Create Amazon Connect Users.

A User has to be added before it can be configured.

Add Users

Add Users based on Template:

Select the Template.

To Create Amazon Connect Users:

Check here to also have the new users created automatically within Amazon Connect as well.

Select the security profile, group hierarchy, and routing profile for the new Amazon Connect Users
Select Security Profile

Your Security Profiles configured within your Amazon Connect instance will be listed here, for example the out-the-box ones are: CallCenter, Manager, Quality Analyst, Agent, and Administrator. Select the Security Profile for your new user or users.

Group Hierarchies

Select from the available group hierarchies configured within your Amazon Connect instance.

Select Routing Profile

Select from the Routing Profiles configured within your Amazon Connect instance.

Please enter a default password for the new Amazon Connect Users

Add a password

Please enter an ACW timeout for the new Amazon Connect Users in seconds

Set this to 0 (zero).

Adding Multiple (Bulk) Users

Upload the CSV file with your users

Click here to download a user upload template.

Select file for uploading

Add a single user below:

Must match Login name value for the User in Amazon Connect

Login Name:

First Name:

Last Name:

Email:

Modify

Click here for Engagement User Settings.

Note: When modifying a User, make sure you have the Engagement User Mode selected for user your are modifying.


Apply Profile Template

Template

Select one of your configured User Templates.

This is used if a user was already created and you wanted to re-apply a new or updated template to that user. You can select multiple users to Apply the new or updated template to.

Create Amazon Connect Users

Select this if you have already defined users with Symbee Connect which are not yet defined within Amazon Connect. This option with create a matching users within your Amazon Connect instance for each selected user.

Select the security profile, group hierarchy, and routing profile for the new Amazon Connect Users
Select Security Profile

Select the Security Profile for the selected user or users. Your Security Profiles configured within your Amazon Connect instance will be listed here, for example the out-the-box ones are: CallCenter, Manager, Quality Analyst, Agent, and Administrator.

Group Hierarchies

Select from the available group hierarchies configured within your Amazon Connect instance.

Select Routing Profile

Select from the Routing Profiles configured within your Amazon Connect instance.

Please enter a default password for the new Amazon Connect Users

Add a password

Please enter an ACW timeout for the new Amazon Connect Users in seconds

Set this to 0 (zero).

Bulk Maintain User Settings

Options to Cancel Changes and Apply Changes.

These screen allows you to add or change Direct Dial Numbers and Extensions to multiple users at once.

The list can be sorted by: