The 'Users' tab provides a possibility to manage Organization Units and Users. Users are explained on this page. 

Users sub-tab shows a list of team members that belong to activated teams. TM system adds or updates a new team member every time a team of ' TeamServiceOnly' , 'TeamCallGroupOnly' or' 'TeamService&CallGroup' type was enabled. All changes done on 'Enabled Teams' tab and affecting team members are reflected on 'Users' tab.

The agents can be filtered by

  • Username,
  • UPN,

  • First Name,
  • Last Name,
  • Organization Unit.


By clicking the agent, the detailed information appears.

Agents on the 'Users' tab


The table of settings:

Field Name

Description

First Name

Shows a team member's first name acquired from Active Directory and used in TM system.
Changes of the name that are made in Active Directory are reflected in the section.

Last Name

Shows a team member's last name acquired from Active Directory and used in TM system.
Changes of the name that are made in Active Directory are reflected in the section.

Username

Shows a unique identifier that allows a user to communicate using SIP devices such as Skype for Business.
SIP address form Active Directory is used as a Username in format: sip:kenmyer@litwareinc.com.

User principal nameName of the system user in a e-mail address format

Organization Unit

Shows an organization unit assigned to a team member.

LineUri

Shows a global telephone number assigned to an agent on SfB Server .

PrivateLineUri

Shows a local telephone sip uri assigned to an agent on SfB Server.

Lync Pool Registar

SfB Server name where a team member is registered.

Profiles

Shows selected predefined profiles.

Show Away as Offline

Is not used by the system.

Busy on busy in a call enabled

'BusyOnBusy' feature makes it possible for administrators to easily enable or disable agents for secondary call suppression.
The flag is consistent with 'Team member BusyOnBusy in a call enabled' flag on TM Configurator -> Team -> Disabled Teams or TM Configurator -> Team -> Enabled Teams tabs.
Note: If a team member belongs to more than one team, the flag setting will be rewritten by the setting of every newly activated team. New settings of another team will be applied only after saving some changes or activating that team.
If a team member belonging to more than one team was removed from one of the teams, then the system defines according to the following algorithm: if leftover teams have the same settings, then they will be applied to the team member; if leftover teams have differ settings, then current settings will be left and new ones will be applied after saving some changes or activation the corresponding team.
The same approach will be applied if one of the teams that contains the same team member is disabled.

Supervisor

Is not used by the system.

Can login to recording manager

Is not used by the system.

AA Configuration

Is not used by the system.

Agent in Lync State 'Busy' is

Value set to 'Selectable' means a team member with 'Busy' Lync state receives calls.
Value set to 'Not Selectable' means a team member with 'Busy' Lync state is not available for calls.
The flag is consistent with 'Team member is busy selectable' flag on TM Configurator -> Team -> Disabled Teams or TM Configurator -> Team -> Enabled Teams tabs.
Note: If a team member belongs to more than one team, the flag setting will be rewritten by the setting of every newly activated team. New settings of another team will be applied only after saving some changes or activating that team.
If a team member belonging to more than one team was removed from the one of the team, then the system defines according to the following algorithm: if leftover teams have the same settings, then they will be applied to the team member; if leftover teams have different settings, then current settings will be left and new ones will be applied after saving some changes or activating the corresponding team.
The same approach will be applied if one of the teams that contains the same team member is disabled.

Agent in Lync State 'Busy – In a meeting' is

Value that was set to 'Selectable' means a team member with ''Busy-In a meeting' Lync state receives calls.
Value that was set to 'Not Selectable' means a team member with ''Busy-In a meeting' Lync state is not available for calls.
The flag is consistent with 'Team member is busy in a meeting selectable' flag on TM Configurator -> Team -> Disabled Teams or TM Configurator -> Team -> Enabled Teams tabs.
Note: If a team member belongs to more than one team, the flag setting will be rewritten by the setting of every newly activated team. New settings of another team will be applied only after saving some changes or activating that team.
If a team member belonging to more than one team was removed from the one of the team, then the system defines according to the following algorithm: if leftover teams have the same settings, then they will be applied to the team member; if leftover teams have different settings, then current settings will be left and new ones will be applied after saving some changes or activating the corresponding team.
The same approach will be applied if one of team that contains the same team member is disabled.

Recording Type

Is not used by the system.

Retarget Type

Is not used by the system.

Retarget Source Filter

Is not used by the system.

Retarget Request Target

Is not used by the system.

Retarget private number

Is not used by the system.

Retarget only if in duty profile

Is not used by the system.

Add, Change and Delete Users

Team Members are created in Active Directory.  For more information go to https://technet.microsoft.com

In order sync new users with your Active Directory, CIC - Customer Infrastructure Connector needs to be installed and "EnabledADTeamSync" needs to be set to true in its Component settings.

Users can also be added via the frontend. Refer to Users Page - User Provisioning