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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
Configuring Settings for Communication Panel Contact Center

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
- 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 the reply templates is allowed.
- Using User Settings Templates
  - Configuring Communication Panel Settings
  - Configuring Settings for Communication Panel Contact Center
  - Defining Settings for SAP Service Cloud for Customer Integration (C4C)
  - 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.
  - Mapping DTMFs for Presence Profiles
  - Defining Directory Fields for Users
- Update Wizard for Users
- Deleting Objects

Configuring Settings for Communication Panel Contact Center

An internal agent guidance queue has been created in Queue Management > Queues.
You must have rights to modify the user setting template.

You use this procedure to define the supervisor-related settings for Communication Panel. These settings can be defined only via a user settings template, and they are applied to users where this user setting template is used.

On the System Configurator main screen, choose User and Role Management > User Settings Template and search for the template that you want to configure.
The search result list appears.
Choose the template by double-clicking it.
Choose Communication Panel Contact Center.
To have supervisory functions available in Communication Panel for supervisors, select Enable Supervisor Elements and Actions. This means that agents can ask for assistance from supervisors who can coach them with their customer conversations.
To enable chats between agents and supervisors via an internal chat queue, enter the chat address that has been created for this purpose in Queue Management > Queues and assign the queue to supervisors.