CXone Attendant Administrator Tasks

As a CXone Attendant administrator, you can perform these administrator tasks.

Impersonate a User

Required permissions: Impersonate

All impersonations require a reason and are logged for auditing purposes. Note that this log information is currently only available to NICE CXone support staff.

  1. Launch the CXone Attendant application.
  2. Click the Impersonate agent tab.
  3. In the Agent field, begin entering the name of the user you want to impersonate, then click the name in the list of matches.

  4. Enter the Reason/Purpose for the impersonation.

    The CXone Attendant page showing fields to impersonate a user: select an agent to impersonate and enter a reason.

  5. Click Save. You are now impersonating the selected user.

    The CXone Attendant page showing the message at the top that an administrator is impersonating the logged-in user.
  6. When you have completed the tasks you need to do as the selected user, end the impersonation session by clicking The icon to click to end an impersonation session. next to your name in the Impersonator bar below the name of the user being impersonated.

Access a User's Voicemail Messages

You can use the Impersonate User feature to access other users' voicemail messages.

  1. Launch the CXone Attendant application.
  2. Locate the user whose messages you want to view and start an impersonation session.
  3. Click View Messages.
  4. Complete the user tasks you need to do.
  5. End the impersonation session by clicking The icon to click to end an impersonation session. next to your name in the Impersonator bar below the name of the user being impersonated.

Change a User's Out-Of-Office Options

You can use the Impersonate User feature to change other users' out-of-office options.

  1. Launch the CXone Attendant application.
  2. Locate the user whose options you want to change and start an impersonation session.
  3. Click Out of Office.
  4. Change the user's out-of-office options.

  5. End the impersonation session by clicking The icon to click to end an impersonation session. next to your name in the Impersonator bar below the name of the user being impersonated.

View Users with Out of Office Status

You can view a list of CXone Attendant users that currently have their status set to Out of Office.

    1. Click the app selector and select Admin.

    2. Click Users.

  1. Click Create New > Manage Multiple Users.

  2. Select Only CXone Attendant fields from Fields to Include. If you need to create users or make additional modifications to existing users' profiles and at the same time grant them access to CXone Attendant, select All fields to use the full bulk upload template, which contains all ACD fields, including the ones for CXone Attendant.

    The Manage Multiple Users page, showing the Only CXone Attendant fields option selected in the Fields to Include drop-down.
  3. Click Download Existing Users to download the bulk upload template containing the names, agent IDs, and email addresses of all existing users in the business unit.
  4. Open the bulk upload template in a program that can manage CSV files.
  5. Right-click the Status column and select Sort > Sort Z to A so that all users with the Out of Office status are grouped at the top of the list.

Create a List of CXone Attendant Users

You can create a list of CXone Attendant users from the bulk upload template.

    1. Click the app selector and select Admin.

    2. Click Users.

  1. Click Create New > Manage Multiple Users.

  2. Select Only CXone Attendant fields from Fields to Include. If you need to create users or make additional modifications to existing users' profiles and at the same time grant them access to CXone Attendant, select All fields to use the full bulk upload template, which contains all ACD fields, including the ones for CXone Attendant.

    The Manage Multiple Users page, showing the Only CXone Attendant fields option selected in the Fields to Include drop-down.
  3. Click Download Existing Users to download the bulk upload template containing the names, agent IDs, and email addresses of all existing users in the business unit.
  4. Open the bulk upload template in a program that can manage CSV files.
  5. If you are using a program with this feature, you can remove or hide all columns and rows that you don't want in the list of users.
  6. Select the columns and rows that you want to be part of the list, then copy and paste the list into a new file within the program you're using.