Creating Persons

To create a person:

  1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create the person.

  2. In the Folder Tree panel, click Resource, and then click Person.

  3. Enter a first name, last name, login name and password for the person. Names can be up to 32 characters long, and must consist of letters, numbers, underscores and periods only.

  4. On the equipment tab select the Unified CCEs and Unified Communications Managers to which the person should be added, specifying any equipment specific configuration.

  5. Complete the remaining fields as described in the Person Fields section. Active from and to dates can be set in the Advanced tab.

  6. Click Save.

Once created, a person’s eGain Analytics account details cannot be edited via the person. You must edit the user directly. A person cannot be linked with an existing eGain Analytics user account.

In addition to creating agents one at a time, you can also bulk load person records previously output to a CSV (comma separated values) file. For more information see About Bulk Upload.

Person Fields

This table shows the tabs and fields available for persons.

To associate a person with more than one agent, each agent must be on a different peripheral.
Persons may be created on multiple pieces of equipment. Common properties are inherited from those entered on the Details tab unless specifically over-written using the Equipment tab.

 

Field

Description

Entry

Default

Required

Details Tab

Reset Details on All Equipment

Only shown (with informational message) if person details are not the same on all items of linked equipment. If shown, but not selected, First Name, Last Name, Description and Login Name fields are disabled, as there is no common value to show.

Note: This is not an error, although you may want to change this.

Select to enable First Name, Last Name, Description and Login Name fields. Enter the required values then click Save. This allows you to quickly reset the details for all linked equipment to the details on this page.

Clear

No

First Name

The person's first name. Disabled if Reset check box is shown but not selected.

Up to 32 characters. Letter, period, and hyphen characters accepted.

Null

Yes

Last Name

The person's last name. Disabled if Reset check box is shown but not selected.

Up to 32 characters. Letter, period, and hyphen characters accepted.

Null

Yes

Description

A description of the person. Disabled if Reset check box is shown but not selected.

Up to 255 characters.

Null

No

Login Name

A unique login name for the person to allow them to login to the peripheral. Disabled if Reset check box is shown but not selected.

Note: Peripheral login names are not case sensitive. For example, "joe_smith" and "JOE_SMITH"are the same. Also, login names for agent login to agent desktop software (such as CTI OS) are not case-sensitive either.

Unique. Up to 255 characters.

Null

Yes

SSO Enabled (only available in Mixed Mode)

Check this box to enable external login for the user.

When checked, the password fields will be disabled. When cleared, the password fields will be enabled.

Check box to select.

Cleared

No

Password

The password that the person uses to log in to the system.

Longer passwords, including numbers and other characters, may be required. Ask your system administrator for details.

Null

Depends on setting on underlying equipment

Confirm Password

The same as for the Password field. This ensures that the person is not prevented from logging in by typographical errors made when setting his or her password.

Same as password

Null

Depends on setting on underlying equipment

Path

Only shown when resource is first created. The location in the folder tree where the resource is to be created.

Click on the drop-down arrow to show the folder tree, then select the required location.

Current location in folder tree

Yes

Equipment Tab

Unified CCE

Check this box to create the associated person onto an associated Unified CCE. Once selected you must choose the Unified CCE to add the person to.

Check box to select, and then check the required Unified CCE equipment.

Click on the  icon to edit the login details for the equipment.

Checked

No

Unified Communications Manager

Check this box to create the associated person onto an associated Unified Communications Manager. Once selected you must choose the Unified Communications Managers to add the person to.

Check box to select, and then check the required Unified Communications Manager equipment.

Click on the  icon to edit the login details for the equipment.

Cleared

No

Equipment Tab > Equipment Fields Dialog Box

First Name

Person's first name on this equipment.

Up to 32 characters.

Same as First Name of Person

Yes

Last Name

Person's last name on this equipment.

Up to 32 characters.

Same as Last Name of Person

Yes

Description (UCCE Equipment only)

A description of the person.

Up to 255 characters.

Same as Description of Person

No

Login Name

Person's login name on this equipment.

Unique. Up to 32 characters, letters, numbers, and underscore characters only. Must begin with letter or number.

Same as Login Name of Person

Yes

Reset Password (UCCE only)

Select to reset password on this equipment.

 

Clear

No

Login Enabled (UCCE only)

Select to enable login on this equipment.

 

Clear

No

Portal Tab

Portal account

Click this link to show the Choose a User dialog box which can be used to associate the person with a Portal user account. It is advantageous for supervisors to have a Portal account in order to manage their teams.

Hyperlink

None

No

Portal Tab > Choose a User dialog box

Choose a User

The kind of user to associate the person with. Options are:

  • None: no user is associated with this person.

  • Create User: a new user is associated with this person.

  • Existing User: an existing user is associated with this person.

Select one of the options.

None

Yes

Create User option > Login Name

The unique name of the Portal user account. This can be the same as the login name for WebView reporting, or that for the peripheral.

Unique. Up to 50 characters. Any Unicode character is valid, except single quote ('), double quote (") and Unicode characters in the "Symbol, Other" category.

Null

Yes

Create User option > Password

The password that the user will use to log in to the Portal.

Unique. At least five letters long. Longer passwords, including numbers and other characters, may be required. Ask your system administrator for details.

Null

If creating a new user.

Create User option > Confirm Password

The same as for the Password field. This ensures that the user is not prevented from logging in by typographical errors made when setting his or her password.

Enter password confirmation, and then >> to continue to User’s Groups dialog box.

Null

If creating a new user.

Create User option > User’s Groups Dialog box

Allows you to assign the user to one or more security groups, such as the Supervisors group. You can only assign a user to groups you have permission to modify.

If required, click Add then select security group from folder tree. Repeat to add user to more groups. Click Save to save details and create user.

None

No

Existing User option

Associates the person to a Portal user account that already exists.

Find and select the user in the folder tree that is displayed. Then click the >> button to continue to User’s Groups dialog box User’s Groups dialog box.

None

If creating a new user.

Existing User > User’s Groups dialog box

Allows you to assign the user to one or more security groups, such as the Supervisors group. You can only assign a user to groups you have permission to modify.

If required, click Add then select security group from folder tree. Repeat to add user to more groups. Click Save to save details and amend user’s security groups.

None

No

Advanced Tab

Department

(Only shown for organizations that are not small contact center organizations, and are associated with Unified CCE instances running Unified CCE version 10.5 or later). The department that this resource is associated with.

Select from the drop-down list of available departments.

None

No

Active From Date

The date from which the person will be active within the system.

Select date from calendar.

Current Date

Yes

Active To Date

The date after which the person will be deleted from the system.

Either leave Forever checked, or uncheck Forever and select date from calendar.

Forever

No

Custom Data Tab

Key

The key for this custom data item.

Unique. Up to 50 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

If this resource type has default keys defined in a custom data template, there will be a an initial entry for each default key.

Either an entry for each default key, or null if no default keys.

No

Value

The value to associate with this key.

Up to 500 characters.

To add a new custom data key-value pair, complete both fields, and click Add. You can have a maximum of ten custom data key-value pairs.

To edit an existing key-value pair, rest the mouse briefly on the entry, select the edit icon ( ) and make your changes. Then select the tick to confirm the change, or the cross to undo the change.

To delete an existing key-value pair, rest the mouse briefly on the entry, select the delete icon ( ), then click OK to confirm the deletion.

Note: For predefined default keys you cannot delete the entry or edit the key field. You can only edit the value field.

Null

No, for predefined default keys. Yes if new key being defined
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