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How to create a VCC user in VO Configuration Manager
8x8 Support

How to create a VCC user in VO Configuration Manager

Objective

Create a VCC user in VO Configuration Manager (Mode 3)

Applies To

Virtual Office Configuration Manager

Procedure

  1. Log in to VO Configuration Manager as an administrator.
  2. Navigate to Home > Users.
  3. Click on +Create User.png.
  4. Enter the Basic Information.
    1. Username: This box will be auto-populated by the system, however if you wish to create a different username, you can. The system will notify you if a duplicate exists.
    2. Site: This is the location of your business. This is auto-populated by the system based on the service address. You can change this if needed.
    3. Language: This controls the language of voice prompts, email notifications, and display on the physical device.
    4. Time Zone: This is used for downloading call recordings, viewing call queues, and running reports (for administrators).
    5. Display contact in company directory: This is used to hide users, ring groups, call queues etc. from the public in the company's contact directory.
    6. Contact Directory Scope: This defines whether the user can view contacts and other users in the same PBX, site, or the whole company.
    7. Personal contact number: This can be a home phone number or a mobile number. Note: This number will appear in the user's VOD and VOM.
    8. Select a service.
      1. For VO Editions users, select the VCC Agent option.
      2. For X Series users, select an appropriate X Series bundle which supports VCC services. Currently X6, X7, or X8 support VCC services.
  5. Enter an extension number. You can either enter a specific extension number, or use the default extension that the system auto-populates.
  6. Click Save.
  7. Log in to VCC Configuration Manager as an administrator.
  8. Navigate to Home > Users.
  9. Find the user you just created in the list and click Edit_Button.png.
  10. On the General tab:
    1. Select the Current Country.
    2. Select the Software language.
    3. Select the Agent Group.
    4. Click Save.
  11. On the Properties tab:
    1. Select the Agent primary language.
    2. Enable/disable Status-change Coding as required.
    3. Click Save.
  12. On the Phone tab:
    1. Enter the agent's Workplace phone. This is where calls will be offered.
    2. Select the relevant Outbound Phone Code.
    3. If required, change the Automatic Call Recording settings and Agent Recording Controls.
    4. Click Save.
  13. On the Queues tab:
    1. Assign the relevant queues to the agent by ticking the boxes on the right-hand side.
    2. Click Save.
  14. If the user is a supervisor, assign their supervisor privileges on the Supervisor tab and click Save.