Manage Users of CXone Attendant

You can configure CXone Attendant users individually or by managing multiple users at once. Each user must have a CXone user profile before you can grant them access to CXone Attendant. If you are managing multiple CXone Attendant users at once, you can create user profiles and grant access to CXone Attendant at the same time.

You can configure CXone Attendant for each user type: agent, rollover agent, business user, and general voicemail.

Grant user access to CXone Attendant on the CXone Attendant tab in CXone Admin.

Configure CXone Attendant Access for a Single Agent

Use the Agent user type for anyone who is a CXone agent. For users who are not CXone agents, configure them with the Business User user type. For anyone who sometimes takes agent calls, but is sometimes away from their phone due to other job responsibilities, you can use the Rollover user type. Refer to the screenshot at the beginning of this page if needed.

  1. Click the app selector and select Admin.

  2. Click Users.

  3. Click the row of the user you want to manage.
  4. Click the CXone Attendant tab, then click Edit.

  5. Select CXone Attendant with ACD from the CXone Attendant access type drop-down.

    • Select CXone Attendant with ACD to grant the user access to both the CXone Attendant and ACD applications (for Agent and Rollover user types). With this type of access, users launch CXone Attendant from the grid icon in the upper right corner of the CXone platform, where it appears along with any other applications available to them.
    • Select CXone Attendant only to grant the user access only to the CXone Attendant application (for Business User and General Voicemail user types). With this type of access, users launch CXone Attendant from the grid icon in the upper right corner of the CXone platform; the only options these users have within CXone are My Account, Browser Compatibility, and CXone Attendant.
  6. On the CXone Attendant tab, select Agent from the User Type drop-down.

  7. If your organization has CXone Attendant with voicemail, enter a PIN and select the default Notification Type for this user, if different from the business unit default.

    Field

    Details
    PIN

    This option only applies if your organization has CXone Attendant with voicemail.

    The personal identification number the user enters when accessing their voicemail by phone. Valid values are numerals 0-9 with a maximum of 6 characters. The user can change this number as needed in the CXone Attendant application.
    Notification Type

    This option only applies if your organization has CXone Attendant with voicemail.

    Select this user's default notification method, if different from the business unit default. Choose from these options: 

    • Email Only—The user receives an email notification for each new voicemail message or missed call. Requires that the user have access to voicemail messages via the CXone Attendant application or by phone. The missed call notification requires Studio scripting to enable.
    • Email with File Attachment—The user receives an email notification containing the voicemail message as an audio file attachment. Does not require additional access to voicemail messages (such as by phone or the CXone Attendant application). The missed call notification requires Studio scripting to enable and will be an email with no attachment.
    • Web Only—The user sees new voicemail messages in the View Voicemail Message section of the CXone Attendant application. For missed calls, this option will send the notification as an email. The missed call notification requires Studio scripting to enable.
    • Via Agent—The user receives notification of new voicemails or missed calls via Agent messages. The user must be a CXone agent to use this option, and must have access to voicemail messages via the CXone Attendant application or by phone. The missed call notification requires Studio scripting to enable.

  8. Enter the user's Personal Number and then either enter their Extension or select Auto Assign Extension.

    Field

    Details
    Auto Assign Extension Select this checkbox to have CXone Attendant generate a phone extension for this user. When you select this option, the Extension field automatically populates with the generated extension number.
    Extension The user's phone extension number that enables callers to reach the user directly. If Auto Assign Extension is selected, this field automatically populates with a generated extension and can't be modified.

  9. Select Allow Voicemail Web Access if you want the user to be able to manage their out of office status or voicemail using the CXone Attendant application. If you don't select this option, users must have the Email with File Attachment notification type or be able to use the phone to check voicemail messages.  

  10. Select Company Directory to have this user added to the corporate directory . Callers will be able to search for this user with details such as name, extension, or DID.
  11. Configure the optional details as needed for this user and then click Done.
    FieldDetails
    TitleThe user's job title.
    DIDDirect Inward DialingClosed Service that allows a company to assign unique phone numbers to each employee without needing a separate phone line for each number. (DID) number. Agents generally do not need a DID, as the system routes calls to agents based on their CXone agent ID. You can search for provisioned DIDs by number or point of contact (POC) name when assigning DID numbers to CXone Attendant users.
    Backup UserSelect the default user who will receive forwarded calls when the user you are configuring sets their status to Out of Office. The user you are configuring can override their default backup user in the CXone Attendant application any time they change their status to Out of Office.
    Check to Enter Non-US NumberThis option is disabled because phone calls are routed to agents via their agent ID or extension, not a personal phone number.
    Personal NumberThis option is disabled because phone calls are routed to agents via their agent ID or extension, not a personal phone number. If you want this user to have a personal number as a backup method for CXone Attendant to route calls to this user, set their user type to Rollover.

Configure CXone Attendant Access for a Single Non-Agent Employee

A non-agent employee is any user who is not a CXone agent. If the user you are granting access to sometimes takes agent calls, or if they only take calls as a backup for an agent when the agent is marked Out of Office, grant them access as a rollover user instead of a business (non-agent employee) user. Refer to the screenshot at the beginning of this page if needed.

  1. Click the app selector and select Admin.

  2. Click Users.

  3. Click the row of the user you want to manage.
  4. Click the CXone Attendant tab, then click Edit.

  5. Select CXone Attendant only from the CXone Attendant access type drop-down.

    • Select CXone Attendant with ACD to grant the user access to both the CXone Attendant and ACD applications (for Agent and Rollover user types). With this type of access, users launch CXone Attendant from the grid icon in the upper right corner of the CXone platform, where it appears along with any other applications available to them.
    • Select CXone Attendant only to grant the user access only to the CXone Attendant application (for Business User and General Voicemail user types). With this type of access, users launch CXone Attendant from the grid icon in the upper right corner of the CXone platform; the only options these users have within CXone are My Account, Browser Compatibility, and CXone Attendant.
  6. On the CXone Attendant tab, select Business User from the User Type drop-down.

  7. If your organization has CXone Attendant with voicemail, enter a PIN and select the default Notification Type for this user, if different from the business unit default.

    Field

    Details
    PIN This option only applies if your organization has CXone Attendant with voicemail. The personal identification number the user enters when accessing their voicemail by phone. Valid values are numerals 0-9 with a maximum of 6 characters. The user can change this number as needed in the CXone Attendant application.
    Notification Type

    This option only applies if your organization has CXone Attendant with voicemail.

    • Email Only—The user receives an email notification for each new voicemail message or missed call. Requires that the user have access to voicemail messages via the CXone Attendant application or by phone. The missed call notification requires Studio scripting to enable.
    • Email with File Attachment—The user receives an email notification containing the voicemail message as an audio file attachment. Does not require additional access to voicemail messages (such as by phone or the CXone Attendant application). The missed call notification requires Studio scripting to enable and will be an email with no attachment.
    • Web Only—The user sees new voicemail messages in the View Voicemail Message section of the CXone Attendant application. For missed calls, this option will send the notification as an email. The missed call notification requires Studio scripting to enable.
    • Via Agent—The user receives notification of new voicemails or missed calls via Agent messages. The user must be a CXone agent to use this option, and must have access to voicemail messages via the CXone Attendant application or by phone. The missed call notification requires Studio scripting to enable.

  8. Enter the user's Personal Number and then enter their Extension or select Auto Assign Extension.

    Field

    Details
    Auto Assign Extension Select this checkbox to have CXone Attendant generate a phone extension for this user. When you select this option, the Extension field automatically populates with the generated extension number.
    Extension The user's phone extension number that enables callers to reach the user directly. If Auto Assign Extension is selected, this field automatically populates with a generated extension and can't be modified.
    Check to Enter Non-US Number Select this checkbox if the user's personal number is a phone number from outside of the United States.
    Personal Number The user's 10-digit personal phone number. If the user is unavailable by their primary number (either phone extension or DID), the system transfers the call to their personal number.
  9. Select Allow Voicemail Web Access if you want the user to be able to manage their out of office status or voicemail using the CXone Attendant application. If you don't select this option, users must have the Email with File Attachment notification type or be able to use the phone to check voicemail messages.  
  10. Select Company Directory to have this user added to the corporate directory . Callers will be able to search for this user with details such as name, extension, or DID.
  11. Configure the optional details as needed for this user and click Done.
    FieldDetails
    TitleThe user's job title.
    DIDDirect Inward DialingClosed Service that allows a company to assign unique phone numbers to each employee without needing a separate phone line for each number. (DID) number. Agents generally do not need a DID, as the system routes calls to agents based on their CXone agent ID. You can search for provisioned DIDs by number or point of contact (POC) name when assigning DID numbers to CXone Attendant users.
    Backup UserSelect the default user who will receive forwarded calls when the user you are configuring sets their status to Out of Office. The user you are configuring can override their default backup user in the CXone Attendant application any time they change their status to Out of Office.

Configure CXone Attendant Access for a Single Rollover Agent

If a user takes calls as an agent occasionally, or only takes calls as backup for agents who are out of the office, then grant them access as a rollover agent. Rollover agents receive phone calls routed to their agent IDs or extensions, and also have a personal phone number that CXone Attendant uses as a backup if they are unavailable at their primary number. Refer to the screenshot at the beginning of this page if needed.

  1. Click the app selector and select Admin.

  2. Click Users.

  3. Click the row of the user you want to manage.
  4. Click the CXone Attendant tab, then click Edit.

  5. Select CXone Attendant with ACD from the CXone Attendant access type drop-down.

    • Select CXone Attendant with ACD to grant the user access to both the CXone Attendant and ACD applications (for Agent and Rollover user types). With this type of access, users launch CXone Attendant from the grid icon in the upper right corner of the CXone platform, where it appears along with any other applications available to them.
    • Select CXone Attendant only to grant the user access only to the CXone Attendant application (for Business User and General Voicemail user types). With this type of access, users launch CXone Attendant from the grid icon in the upper right corner of the CXone platform; the only options these users have within CXone are My Account, Browser Compatibility, and CXone Attendant.
  6. On the CXone Attendant tab, select Rollover from the User Type drop-down.

  7. This option only applies if your organization has CXone Attendant with voicemail.

    Field

    Details
    PIN This option only applies if your organization has CXone Attendant with voicemail. The personal identification number the user enters when accessing their voicemail by phone. Valid values are numerals 0-9 with a maximum of 6 characters. The user can change this number as needed in the CXone Attendant application.
    Notification Type

    This option only applies if your organization has CXone Attendant with voicemail.

    • Email Only—The user receives an email notification for each new voicemail message or missed call. Requires that the user have access to voicemail messages via the CXone Attendant application or by phone. The missed call notification requires Studio scripting to enable.
    • Email with File Attachment—The user receives an email notification containing the voicemail message as an audio file attachment. Does not require additional access to voicemail messages (such as by phone or the CXone Attendant application). The missed call notification requires Studio scripting to enable and will be an email with no attachment.
    • Web Only—The user sees new voicemail messages in the View Voicemail Message section of the CXone Attendant application. For missed calls, this option will send the notification as an email. The missed call notification requires Studio scripting to enable.
    • Via Agent—The user receives notification of new voicemails or missed calls via Agent messages. The user must be a CXone agent to use this option, and must have access to voicemail messages via the CXone Attendant application or by phone. The missed call notification requires Studio scripting to enable.

  8. Enter the user's Personal Number and then either enter their Extension or select Auto Assign Extension.

    Field

    Details
    Auto Assign Extension Select this checkbox to have CXone Attendant generate a phone extension for this user. When you select this option, the Extension field automatically populates with the generated extension number.
    Extension The user's phone extension number that enables callers to reach the user directly. If Auto Assign Extension is selected, this field automatically populates with a generated extension and can't be modified.
    Check to Enter Non-US Number Select this checkbox if the user's personal number is a phone number from outside of the United States.
    Personal Number The user's 10-digit personal phone number. If the user is unavailable by their primary number (either phone extension or DID), the system transfers the call to their personal number.
  9. Select Allow Voicemail Web Access if you want the user to be able to manage their out of office status or voicemail using the CXone Attendant application. If you don't select this option, users must have the Email with File Attachment notification type or be able to use the phone to check voicemail messages.  
  10. Select Company Directory to have this user added to the corporate directory . Callers will be able to search for this user with details such as name, extension, or DID.
  11. Configure the optional details for this user as needed and click Done.
    FieldDetails
    TitleThe user's job title.
    DIDDirect Inward DialingClosed Service that allows a company to assign unique phone numbers to each employee without needing a separate phone line for each number. (DID) number. Agents generally do not need a DID, as the system routes calls to agents based on their CXone agent ID. You can search for provisioned DIDs by number or point of contact (POC) name when assigning DID numbers to CXone Attendant users.
    Backup UserSelect the default user who will receive forwarded calls when the user you are configuring sets their status to Out of Office. The user you are configuring can override their default backup user in the CXone Attendant application any time they change their status to Out of Office.

Create a General Voicemail Inbox

A general voicemail inbox is useful if you want a catch-all voicemail where callers can leave messages if they don't have a specific person or extension to reach. You can create a newCXone employee profile to use with the general voicemail inbox. If you assign the General Voicemail  Inbox user type to an employee's user profile, that employee will not have a separate voicemail inbox for their own voicemail messages. This option only applies if your organization has CXone Attendant with voicemail. Refer to the screenshot at the beginning of this page if needed.

  1. Click the app selector and select Admin.

  2. Click Users.

  3. Create a user account for the general voicemail inbox, if you haven't already done so.
  4. Click the row of the general voicemail inbox user you created, or another user account. Note that if you assign the General Voicemail  Inbox user type to an employee's user profile, that employee will not have a separate voicemail inbox for their own voicemail messages.
  5. Click the CXone Attendant tab, then click Edit.

  6. Select CXone Attendant only from the CXone Attendant access type drop-down.

    Select CXone Attendant with ACD to grant the user access to both the CXone Attendant and ACD applications (for Agent and Rollover user types). With this type of access, users launch CXone Attendant from the grid icon in the upper right corner of the CXone platform, where it appears along with any other applications available to them. Select CXone Attendant only to grant the user access only to the CXone Attendant application (for Business User and General Voicemail user types). With this type of access, users launch CXone Attendant from the grid icon in the upper right corner of the CXone platform; the only options these users have within CXone are My Account, Browser Compatibility, and CXone Attendant.

  7. On the CXone Attendant tab, select General Voicemail from the User Type drop-down.

  8. Enter a PIN and select the Notification Type for this user, if different from the business unit default.

    Field

    Details
    PIN The personal identification number the user enters when accessing their voicemail by phone. Valid values are numerals 0-9 with a maximum of 6 characters. The user can change this number as needed in the CXone Attendant application.
    Notification Type
    • Email Only—The user receives an email notification for each new voicemail message or missed call. Requires that the user have access to voicemail messages via the CXone Attendant application or by phone. The missed call notification requires Studio scripting to enable.
    • Email with File Attachment—The user receives an email notification containing the voicemail message as an audio file attachment. Does not require additional access to voicemail messages (such as by phone or the CXone Attendant application). The missed call notification requires Studio scripting to enable and will be an email with no attachment.
    • Web Only—The user sees new voicemail messages in the View Voicemail Message section of the CXone Attendant application. For missed calls, this option will send the notification as an email. The missed call notification requires Studio scripting to enable.
    • Via Agent—The user receives notification of new voicemails or missed calls via Agent messages. The user must be a CXone agent to use this option, and must have access to voicemail messages via the CXone Attendant application or by phone. The missed call notification requires Studio scripting to enable.

  9. Enter the user's Extension or select Auto Assign Extension.

    Field

    Details
    Auto Assign Extension Select this checkbox to have CXone Attendant generate a phone extension for this user. When you select this option, the Extension field automatically populates with the generated extension number.
    Extension The user's phone extension number that enables callers to reach the user directly. If Auto Assign Extension is selected, this field automatically populates with a generated extension and can't be modified.
  10. Select Allow Voicemail Web Access if you want the user to be able to manage their out of office status or voicemail using the CXone Attendant application. If you don't select this option, users must have the Email with File Attachment notification type or be able to use the phone to check voicemail messages.  
  11. Select Company Directory to have this user added to the corporate directory . Callers will be able to search for this user with details such as name, extension, or DID.

  12. Configure optional details as needed for this user and click Done.

    Field

    Details
    Title The user's job title.
    DID Direct Inward DialingClosed Service that allows a company to assign unique phone numbers to each employee without needing a separate phone line for each number. (DID) number. Agents generally do not need a DID, as the system routes calls to agents based on their CXone agent ID. You can search for provisioned DIDs by number or point of contact (POC) name when assigning DID numbers to CXone Attendant users.
    Backup User Select the default user who will receive forwarded calls when the user you are configuring sets their status to Out of Office. The user you are configuring can override their default backup user in the CXone Attendant application any time they change their status to Out of Office.
    Check to Enter Non-US Number This option is disabled for general voicemail users.
    Personal Number This option is disabled for general voicemail users.

Configure Multiple CXone Attendant Users at Once

You can configure multiple existing CXone Attendant users at the same time. If any users do not currently have user profiles in CXone, you can create user profiles and grant CXone Attendant access using the bulk upload template. Each user's employee profile must be assigned the appropriate role according to their CXone Attendantuser type.

If you make changes to only some of the users in the bulk upload template, use the Row Changed field to indicate which users you modified. This helps to decrease the time it takes to upload the file.

    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 file in a program that can manage CSV files, such as Excel or Notepad.

  5. Enter information about each user in the rows below the header and explanation rows. Don't modify the column names, order, or data format.

    Field

    Details
    Row Changed

    Whether the row has changed. If you put a Y in this column, the system processes the row. If you leave this column blank or put an N in it, the system doesn't process the row. Marking modified rows can significantly decrease processing time.
    CXone Attendant Access Type

    Appears only if your organization uses CXone Attendant and enables access to that product. Select the option based on each user's CXone Attendant user type. For agents or rollover users, set this to AttendantWithACD. For business users or a general voicemail inbox, set this to AttendantOnly. Use None only if you want a user not to have access to any CXone Attendant features (including the corporate directory).
    Attendant user type

    Appears only if your organization uses CXone Attendant and indicates the type of CXone Attendant user. Select the option for each user that matches their access type as defined in the CXone Attendant Access Type column. Valid options are agent or rollover (for access type AttendantWithACD) or business-user or general-voicemail (for access type AttendantOnly).

    Agent ID The unique ID of the user. Don't use this column to change the user's ID.
    Title

    Appears only if your organization uses CXone Attendant and indicates the user's job title.

    PIN

    This option only applies if your organization has CXone Attendant with voicemail.

    Appears only if your organization uses CXone Attendant and indicates the user's PIN to access voicemails by phone. Required field for all CXone Attendant users.

    DID

    Appears only if your organization uses CXone Attendant and indicates the user's assigned DIDClosed Service that allows a company to assign unique phone numbers to each employee without needing a separate phone line for each number. number. Agents generally do not need a DID, as CXone Attendant routes calls to them based on their agent ID.

    Extension

    Appears only if your organization uses CXone Attendant and indicates the user's phone extension number. Required field for all CXone Attendant users.

    Notification Type

    This option only applies if your organization has CXone Attendant with voicemail.

    Appears only if your organization uses CXone Attendant and indicates the default way this user will receive notification of new voicemails. Valid options are: email-only, email-with-attachment, web-only (user does not receive notification of new voicemails outside of CXone Attendant) or via-my-agent (user must be an Agent user, and receives notification of new voicemails via their Agent messages; user must have web portal or phone access to voicemail messages).
    Personal Phone

    Appears only if your organization uses CXone Attendant and indicates the 10-digit personal phone number for the user. For non-US users, format the number using + followed by the country code and then the phone number. Required field for all rollover and business, but not an option for agents or general voicemail users of CXone Attendant.
    In Directory

    Appears only if your organization uses CXone Attendant and allows you to configure whether the user will be available in the corporate phone directory (True). Otherwise, set to False.

    Allow Voicemail Web Access

    This option only applies if your organization has CXone Attendant with voicemail.

    Appears only if your organization uses CXone Attendant. To allow the user to use the CXone Attendant application, set to True. Otherwise, set to False. Users without access to the CXone Attendant application must have the Email with File Attachment notification type or be able to check voicemail by phone.
  6. Save the file as Text (CSV) or Excel (XLSX).
  7. Click the app selector and select Admin.

  8. Click Users.

  9. Upload the saved bulk upload template.