Users

Via the CTU page, you can create as many users as you want on the system. The number of users is not limited to the number of licences you have purchased and each member of your admin staff can have their own individual user as well as agents or anyone else you may wish to add to the system.

We ask that you don not remove the MaxSupport user on your system as this is the user we will use to investigate issues on the portal (Limited to certain staff). If you wish for MaxContact staff to have specific access via individual accounts or limit the use, this can be arranged with the implementation team on install or further down the line via support.

Adding users here allows you to give everybody unique usernames and passwords but more importantly, allows you to control how they use the system and what they can do.

Bulk upload. You can add multiple users by selecting the Bulk User Upload button located between the clone and filter options. For a guide on how this works, please visit this page.

The user column will display all existing users on the system. To add a user, simply click the new user button in the top left of the screen.

There are 2 tabs to edit for users with the custom data tab only being relevant if you are using email interactions through your portal. For more on this, see the guide on custom data.

Select the images for a more detailed view.

Fig 1. New user button highlighted. With a user selected, you can see configurable options available.

Editing the MaxSupport User

You may notice a MaxSupport user account on your system. This account is used by our Support team to securely access your system when providing assistance or troubleshooting issues. To ensure smooth support and avoid disruptions, please do not edit or modify this account.

Editing tab

First name	Enter the users first name here.
Last name	Enter the users surname here.
Active	With this checked, the user will be visible by default (On relevant pages) and they will be able to log into the system. When inactive, the user will be hidden by default and will not be able to log in. This is our way of 'deleting', ensuring if done accidently, it can be brought back without losing all settings etc.
Change image	You can upload an image to the user profile for an easy visual reference. This can be displayed on dashboards/wallboards where required.
Login	This will be automatically generated when you enter the users first and last name. By default it will input their first initial and surname in lowercase. You can choose to change the login if you want to by typing over it.
Password	Here you can enter a password for the user. Its always best to set a generic option first as the user can change their password once they have logged in. As part of the default role option, you can set password policies on the system which can require the user to change on first login.
Default role	The default role is what controls permissions and access to various areas of the system and also allows you to set password policies for each role. By default, there are 6 roles with varying permission sets. SysAdmin has access all areas, right through to Agent which can only login to campaigns to interact with customers. You can create your own roles within the system should you require them. For more detail on roles, see this guide on the permissions page.
WebRTC	With this option checked, your agents will be able to create an audio connection from their computer to the system in order to communicate with customers when logging into campaigns. This is our own inbuilt connection method and has been added to supersede the previous method of using 3rd party software (see Extension description). Your onboarding engineer will take the necessary steps to set this up for you and ensure it works prior to going live. For a more detailed description of how this works for your agents, please see the following guide.
Extension	As mentioned above, this has been superseded by the WebRTC option. You can still use this method as some customers connections for audio require it. As part of the onboarding process, your engineer will identify if this method is right for you and will configure it accordingly. Most of our customers however, use the WebRTC option as it avoids having to install and setup 3rd party software on each agents computer. For more on this see the following guide and note the section on the 3rd party software '3CX'.
Auto logon to campaign	When an agent logs into the system, they must then choose which campaign to log into. If you wish for them to always log into the same campaign every time they start, you can select it here and they will be automatically logged into that campaign (avoiding the need to select the correct one). They can still log out and choose a different campaign at any point after that, but they will always log onto the campaign assigned here from a complete system logged out state.
Primary team	This is where you assign a user to a team when creating the user. The team must already have been created before you can assign it as their primary team. Its important to note that if the team doesn't exist at the time of user creation, you can add them to another until a specific team is created. You can then add them to the new team created however, they will then be in both teams. Ensure you remove them from the initial team if required. For more information on teams, see the previous guide in this series.
Capacity plan	A capacity plan is for agents who will access interaction campaigns to deal with channels such as webchat, email or SMS. It is not relevant for calling campaigns. This option allows you to determine how many interactions at any one time, an agent can have and it supersedes the channel capacity settings. For more on omnichannel options see this guide and the guide on the capacity feature here.
Single Sign-On	When this box is ticked, the use will use SSO to sign in. Please see this guide for more information.

Custom data tab

If you are using emails as part of the MaxContact portal, you have the ability to create custom email signatures for all users via the CTU page. This information, once entered into the CTU page, can be added to your various email templates (both for email interaction replies and emails sent from scripts) and will be automatically populated on the email when sent to the customer.

For more detail on this, please refer to this guide.

Fig 2. The CTU page with custom data tab selected.

These custom fields can also be used and edited for SSO passwords. See this guide for more details.