Overview
The User Management feature is used to configure, license, and maintain all user-related components within the CCaaS platform.
It centralizes control over how users are created, synchronized, licensed, and managed with the Unified Communications (UC) and Contact Center (CC) environment.
Administrators can assign phone and agent licenses, manage user accounts and extension data, control system behaviors such as busy codes, and ensure alignment between the UC platform and CCaaS through synchronization tools.
Manages licenses tied to the underlying UC system (desk phones, soft-phones, extensions). This determines a user's ability to register and place/receive calls through the UC platform.
Controls CC-specific licensing, including access to agent features such as queues, call handling, reporting, and WebRTC-based agent clients.
Defines individual users and their roles to the CCaaS system.
Configures tracking codes used for reporting, billing, and/or categorization purposes.
Manages agent availability and reason codes used to explain non-ready or unavailable states for operational visibility and reporting accuracy.
Synchronizes users from the UC platform into the CCaaS system to ensure consistency across extensions, users, and licensing assignments.
Updated about 4 hours ago