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User and role management
Creating and maintaining user accounts, assigning rights to users, creating and maintaining user groups through which you manage users’ rights, giving roles to user groups, defining default settings for users with user settings templates, using the Update wizard for updating settings (such as voicemail settings) of various users simultaneously
Using user settings templates

User and role management
Creating and maintaining user accounts, assigning rights to users, creating and maintaining user groups through which you manage users’ rights, giving roles to user groups, defining default settings for users with user settings templates, using the Update wizard for updating settings (such as voicemail settings) of various users simultaneously
- Managing users in Sinch Contact Pro
  For user management, create user groups.
- Printing user's personal data
- User rights management
- Managing user groups
- Managing user roles
- Creating new user accounts
- Anonymous user
  A technical anonymous user is needed to ensure that only authorized access to reply templates is allowed and for using video assistance.
- Using user settings templates
  - Configuring Communication Panel settings
  - Defining allowed chat elements and content checker
  - Configuring settings for Communication Panel contact center
  - Configuring AI settings
    It's possible to help agents handle incoming queue calls with AI. Using a live transcription of the call, AI can carry out an analysis on the call and show the results in the AI extension during the call. Communication Panel agents can see both the transcription and analysis or only the analysis, depending on your configuration.
  - Defining settings for SAP Service Cloud (C4C) integration
  - Configuring responsive My Conversations view
    In addition to using the Communication Panel embedded in a CRM, such as SAP Service Cloud or Salesforce, it is possible to have Communication Panel open in another browser window and see an embedded My Conversations view in the CRM.
  - Configuring ServiceNow
    Communication Panel can be integrated with ServiceNow user interface.
  - Configuring Salesforce
    Communication Panel can be integrated with Salesforce user interface. Supported application type is Lightning.
  - Configuring Microsoft Dynamics 365
    You can embed Communication Panel in Dynamics 365 Customer Service to use the call functions of Communication Panel.
  - Configuring mobile app settings
  - Defining directory fields for users
- Mobile device administration
  In this view, you can see a list of users' devices registered for the mobile app. You can also block and delete devices. The system only allows each user to have a maximum of three registered devices.
- Update wizard for users
- Deleting objects

Using user settings templates

You must have rights to create user settings templates and to view users and user groups.

You use this procedure to create templates that allow you to define settings of multiple users simultaneously.

Most of the settings are the same as in the users view but some settings are available only in templates and some in user settings.

Settings on the user level generally take priority over settings on the user settings template level. Our recommendation is to use the settings on the user settings template whenever possible.

When a user settings template is set for users, the settings defined in the template are marked with an asterisk (*) in the user settings view. When you place your cursor on the setting, a tooltip displays the setting name and its value and the template name.

When the Deny User-Level Modifications option is selected for a setting in the template, the setting name is grayed out, and the defined setting cannot be changed for a user.

The following user settings templates are available in the system:

CC Supervisor
CC Agent
Communication Panel Agent
Expert User
Office User
Default

Do not change the original default templates. Copy them and make changes to them according to your needs.

On the System Configurator main screen, choose User and Role Management > User Settings Template.
Choose Add New.

A screen area with relevant assignment blocks appears.
In the Basics block, enter the name for the template.

The Name field is compulsory. The Description field allows you to enter additional information about the template.
Choose the relevant assignment block and select the necessary settings.
Blocks available for both users and user setting templates, available under Creating New User Accounts:
Note:
Blocks that refer to CDT do not apply to Sinch Contact Pro.

Blocks available for user setting templates only, available below:
If you want that a setting you have defined in the template cannot be changed, select Deny User-Level Modifications.

Note:

Selecting this option applies also to administrators: they cannot change the user-level setting either when the option is selected.
For information about how to use the Access Rights assignment block, see Access Rights.
To apply this template, choose Add in the Users block and search for the users or user groups.
Save your entries.