Configuring general employee information

The following procedures explain how to:
  • Configure general information for an employee

The following procedure is performed in YourSite Explorer > Employee.

To configure general information for an employee
  • Select an employee and click the General tab.
  • After First name, type the employee’s first name.
    Note:

    Changes to the first name will carry over to any of the employee's associated agents and extensions.

  • After Last name, type the employee’s last name.
    Note:

    Changes to the last name will carry over to any of the employee's associated agents and extensions.

  • After Employee ID, enter a unique employee ID for the employee.
    Note:
    • For SIP Platform, the employee ID can contain alphanumeric characters. It must be 1 to 7 characters in length.
    • The system creates default employee IDs for newly added employees, starting with ‘0’ and incrementing for each new employee.
  • Employee IDs must match an extension configured on your ACD routing system. The Employee ID automatically populates the Line URI fields in the Advanced tab when the employee is enabled for voice.
  • After Line URI, type the employee's Line URI.

    The Line URI is the employee's internal extension number.

    Note:
    • If you enable an employee for voice without manually entering a Line URI, the system copies the Employee ID to the Line URI field. This will be the employee’s SIP address. If you manually enter a Line URI before enabling an employee for voice, the Line URI entered will be the employee’s SIP address.
    • If you enable an employee for voice without manually entering a Line URI, the system copies the Employee ID to the Line URI field. This will be the employee’s SIP address. If you manually enter a Line URI before enabling an employee for voice, the Line URI entered will be the employee’s SIP address.
    • If the employee's Line URI is the same as their desk phone's Line URI, calls made from a desk phone directly to another desk phone without Ignite will be tracked for real-time monitoring and reporting.
After Email, enter the employee’s email address.
Note:

  • Supervisors on CloudLink-enabled systems must have a defined email address since supervisors can view chats without an associated chat agent.

  • Enter the employee’s Username.
    Note:
    • By default, the Username field will be populated with the employee’s email, unless you are using Windows Authentication.
    • In an environment with both a FQDN and NetBIOS name, the employee username that displays in YourSite Explorer is the domain name and may not match the NetBIOS name that employees use to log into Contact Center applications.
  • Enter the employee’s Password.
  • If you want to change the site the employee is associated with, after Site, click the Browse button.
    Note:
    • The default site assigned to new employees can be changed in the Configuration tab of YourSite Explorer.
    • The site determines the employee’s default language. Employees can change their language settings in CCMWeb.
  • Select a site and click OK.
  • After Security role, click the Browse button.

    The default Local Administrator and Enterprise Administrator roles allow employees full access to all of the Mitel CX MiVoice Analytics applications and devices (to which the contact center is licensed) including Write Back for synchronization.

    The default Agent Role role allows employees access to Contact Center Client, Employee Portal, and Ignite. This role also enables access to real-time monitors, monitor customization, access to Contact Center Chat, and the ability to control their own real-time presence and status.

    Note:

    The default security role applied to new employees can be changed in the Configuration tab of YourSite Explorer.

  • Select a security role and click OK.
  • Click Save.
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