Engage Voice: User Management and Admin Settings

Engage Voice: User Management and Admin Settings

This course will enable administrators to configure and manage components in the Admin platform that are common for inbound, outbound, and blended contact center processes. You will also discover how to create and manage admin and agent users.

About this course

Overview

If you are an administrator, this course helps you become familiar with how to configure and manage components in the Admin platform that are common for inbound, outbound, and blended contact center processes. Learn how to create system users and assign permissions for varying levels of access to meet job role requirements. Discover options to configure agents with the right settings and skills to maximize productivity and increase call success rates. Also learn how to effectively manage audio files and call delivery for your specific business needs.


Objectives

  • Understand user management features
  • Configure system admin users
  • Manage administrator roles and permissions
  • Discover agent configuration components
  • Configure agent and supervisor users and manage permissions
  • Create and modify agent states
  • Manage audio files at the account and global level
  • Leverage call delivery features
  • Understand and manage caller ID options
  • Create and manage global phone books and phone book entries

Agenda

  • Understanding user management and settings
  • Managing admin system users
    • Configuring system users
    • Deleting and resetting user passwords
    • Blocking system users
  • Admin user permissions
    • Creating rights docs
    • Assigning rights docs
    • Creating new rights docs
  • Configuring new agent users (outbound/inbound)
  • Configuring agent phone settings
  • Configuring supervisor settings for agents
  • Configuring skill profiles
    • Creating and configuring skill profiles
    • Assigning skill profiles to agents
  • Configuring agent states
    • Adding and modifying agent states
  • Managing audio files
  • Understanding call delivery management
  • Managing caller IDs
  • Managing phone books

Copy this link to share this course: https://university.ringcentral.com/series/engage-voice-inbound-admin/engage-voice-user-management-and-admin-settings

Engage Voice: User Management and Admin SettingsLevel 1

  • Introduction to User Management and Admin Settings 5 min
  • Managing Admin System Users 39 min
  • Configuring Agent Users 26 min
  • Configuring Agent States 7 min
  • Understanding Admin Settings 1 min
  • Managing Audio Files 5 min
  • Managing Call Delivery 3 min
  • Managing Caller IDs 10 min
  • Managing Phone Books 4 min
  • Downloadable Agenda 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

If you are an administrator, this course helps you become familiar with how to configure and manage components in the Admin platform that are common for inbound, outbound, and blended contact center processes. Learn how to create system users and assign permissions for varying levels of access to meet job role requirements. Discover options to configure agents with the right settings and skills to maximize productivity and increase call success rates. Also learn how to effectively manage audio files and call delivery for your specific business needs.


Objectives

  • Understand user management features
  • Configure system admin users
  • Manage administrator roles and permissions
  • Discover agent configuration components
  • Configure agent and supervisor users and manage permissions
  • Create and modify agent states
  • Manage audio files at the account and global level
  • Leverage call delivery features
  • Understand and manage caller ID options
  • Create and manage global phone books and phone book entries

Agenda

  • Understanding user management and settings
  • Managing admin system users
    • Configuring system users
    • Deleting and resetting user passwords
    • Blocking system users
  • Admin user permissions
    • Creating rights docs
    • Assigning rights docs
    • Creating new rights docs
  • Configuring new agent users (outbound/inbound)
  • Configuring agent phone settings
  • Configuring supervisor settings for agents
  • Configuring skill profiles
    • Creating and configuring skill profiles
    • Assigning skill profiles to agents
  • Configuring agent states
    • Adding and modifying agent states
  • Managing audio files
  • Understanding call delivery management
  • Managing caller IDs
  • Managing phone books

Copy this link to share this course: https://university.ringcentral.com/series/engage-voice-inbound-admin/engage-voice-user-management-and-admin-settings

Engage Voice: User Management and Admin SettingsLevel 1

  • Introduction to User Management and Admin Settings 5 min
  • Managing Admin System Users 39 min
  • Configuring Agent Users 26 min
  • Configuring Agent States 7 min
  • Understanding Admin Settings 1 min
  • Managing Audio Files 5 min
  • Managing Call Delivery 3 min
  • Managing Caller IDs 10 min
  • Managing Phone Books 4 min
  • Downloadable Agenda 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey