Adding Users

You can either manually add users one-by-one, or import multiple users from a file.

To add a user, complete the following steps.

In the navigation pane, click Administration > Users. The Users list displays. This contains the following information for every active user:
- First Name
- Last Name
- Department
- Location
- Extension
- Licenses - One or more of the following: (Call Recording), (On Demand), (Computer Recording), and/or (Agent Evaluation).
Tip: You can use the Department and Location filters to restrict the user data displayed. You can also filter the display to contain only those users who are active: select the Active Users Only check box to view only active users.
In the Actions bar, click the Add button. The New User tab displays.

In the dialog box, enter the following user information as appropriate:

Personal Information

First Name - This is a mandatory field.
Last Name - This is a mandatory field.
Department - The department the user works in. Specifying a department will make it easier to find the user later.
Location - The user's physical location. Specifying a location will make it easier to find the user later.

Account Information

Username - used by the user to log into and use the Quality Management Client. This is a mandatory field, and must consist of alphanumeric characters only.
Password - used by the user to log into and use the Quality Management Client. This is a mandatory field, and must consist of alphanumeric characters only.
Security Profile - this determines what Quality Management functionality the user can use. This is a mandatory field and you must select one of the profiles.
Account State - to be able to log into Quality Management Client and for their calls to be recorded, users need to be Active, which is the default setting. Apart from being Active, a user needs a Enghouse Interactive Call Recording license. Select Inactive to inactivate the user; Quality Management retains their details and call data, but the user cannot log into the Quality Management Client or have their calls recorded.
Windows Login - the user's Windows login in domain\Username format.

Licenses

Call Recording ()- select this check box to assign an Unlimited Call Recording license to this User. Users with this type of Call Recording license are automatically assigned to the default Call Recording Profile so that their calls are automatically recorded (you can reassign them to another Call Recording Profile as required). Users with this sort of license can also have their calls recorded in real-time (as they happen). If you remove a license of this type, the User's Call Recording Profile assignment is also removed.
On-Demand Call Recording () - select this check box to assign an on-demand call recording license to this user. Users with this type of Call Recording license can only have their calls recorded in real-time (as they happen). They cannot be assigned to a Call Recording Profile, and they cannot have their calls recorded automatically. If you switch a user from an Unlimited Call Recording license, their Call Recording Profile assignment is removed.
Computer Recording () - select this check box to assign a computer recording license to this user.
Agent Evaluation () - select this check box to assign an agent evaluation license to this user.

Apart from having a license, a user also needs to have an Active Account State. You can add a user without assigning a license to them, but you cannot record their calls.

Call Recording Settings (available only if the user has one of the Call Recording licenses).

Recording Server - the name of the network device hosting the Call Recording service.

Primary Extension - the User's unique (not shared) extension number. This is a mandatory field.

Apart from having a license, a Quality Management user also needs to have an Active Account State. You can add a user without assigning a license to them, but you cannot record their calls.

If the PBX type is Microsoft OCS 2007 you must enter at least one number.

Endpoint IP Address - the IP address of the user's phone. This is a mandatory field.
Private Extensions (only available if the Call Recording Service is configured for Cisco SCCP) - enter a comma-separated list of the User's extensions to exclude from recording.
SIP URI (only available if the Call Recording Service is configured for Microsoft OCS 2007) - the SIP URI, with the format sip:<name>@<address>.
Subnetted IP Address (only available if the Call Recording Service is configured for Cisco SCCP with a Secondary Endpoint Subnet) - enter the IP address of the user's secondary endpoint. This address must be in the Secondary Subnet used to configure the User's call recording service.
Privacy Enabled - select this check box to prevent the user from being recorded, even if engaged in a call with another User that is being recorded.

Users with Privacy Enabled cannot record their own phone calls.
Lookback Recording Enabled - select this check box for the user to be able to start recording at any time during a call and yet capture the entire call.
Dual Endpoints Enabled (only available if the Call Recording Service is configured for Cisco SCCP with a Secondary Endpoint Subnet) - set if the user has two endpoints for their extension.

Click the Save button. The new user displays in the Users list.