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:
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Unified Communications Users: these refer to non-contact center users using Symbee Connect Unison.
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Contact Center Users: these refer to contact center users using Symbee Connect Engage.
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:
- Login Name
- Last Template
- Mode (User)
- Direct Dial Number
- Extension