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Add A VCC Agent
8x8 Support

Add A VCC Agent

Objective

How to add an Agent to 8x8 Contact Center.

Applies To

  • 8x8 Contact Center 
  • Contact Center Configuration Manager 
  • Agents
  • Account Manager
  • Configuration Manager

Procedure

Account Manager

  1. Log in to Account Manager.
  2. Click Accounts User Profiles
  3. Click Create New User Profile.
  4. Fill in user information.
  5. Toggle 8x8 Contact Center Agent to on.
  6. Click New Private Routing Number #.
  7. To the right of Private Routing click the icon to create an 8x8 Contact Center extension.
  8. Click Add.
  9. Click Save

Configuration Manager 

  1. Log in to Configuration Manager.
  2. Click Users.
  3. Click Create User.
  4. Complete Basic Information.
  5. Under Services and permissions select a service.
    • For Editions users, select the Contact Center Agent option.
    • For X Series users, select the appropriate X series bundle that supports Contact Center services.  
  6. Enter an extension number. A specific extension number can be chosen, or use the default extension that the system auto-populates.
  7. Click Save.

Contact Center Configuration Manager

  1. Log in to Contact Center Configuration Manager.
  2. Click Agent.
  3. Click Edit.
  4. Under the General tab, enter the following details: 
    • Agent Group
    • Agent Primary Langauge
    • Current Country
  5. Click Save.
  6. Under the Phone tab, enter or change details in the following headers:
    • Workplace
    • Outbound Calling
    • Automatic Call Recording
    • Agent Recording Controls
  7. Under the Queues tab, assign queues by checking Assigned and Enabled.
  8. Click Save.
  9. If the user is a supervisor, under the Supervisor tab, toggle This user is supervisor to on.
  10. Under the Assigned column, Assign the proper queues.
  11. Click Save.