Add a User to an Organization

Each user must belong to an organization. Before the user can see or work with data for an organization, even the organization to which he/she belongs, the user must be assigned membership to the organization. Users can be members of multiple organizations. When a user is given membership in an organization, they have the rights to see data and perform certain tasks within that organization. What the user sees and can access depends on the user's role and the organization settings.

In Interaction Web Portal, there are three ways to add users:

• Create new portal users who do not already have CIC accounts.

• Create portal users from existing CIC user accounts.

• Use a spreadsheet to import users.

To add a user:

1. In Portal Management, make sure the appropriate organization is selected.

2. Select Users from the list on the left.

3. Click Add User.

4. The Add user wizard step 1 - Choose user type page appears.

5. Select one of the following option buttons, and then click Next:

1. • Create a new portal user that is not associated with an IC user account. Use this option if the user doesn't already have an account in Customer Interaction Center.

   • Create a new portal user from an existing IC user account. Use this option if the user is already a Customer Interaction Center user. You can add multiple users at one time if you plan to give them all the same user role and features.

   • Provision portal users. Use this option if you want to do a bulk import of users and you are able to gather the necessary data in the provided spreadsheet template. With this option, users can have distinct user roles and features.

6. Continue to the appropriate section below.

Create a New Portal User

If you choose to create a portal user without an existing CIC account, the Account Information wizard page appears. Continue with the following steps:

1. Specify a unique user ID in the User Id box. This is the ID the user will use to log on to the portal.

2. In the Password box, specify a password for the user, and then re-enter the password in the Re-enter Password box.

3. Select the Active check box if you are ready to make the user account active. If the check box is cleared, the user account is disabled.

4. Select the Must change password check box to require the user to change his or her password upon first logging in.

5. Click Next.

6. Specify the user's name, phone numbers, and company information on the User Information page of the wizard, and then click Next.

7. Specify the user's address on the Address Information page of the wizard, and then click Next.

8. On the Membership information page of the wizard, select each organization to which the user should have access in the Organizations list, and then click Add next to the organization to add it to the user's Memberships list.

9. Under each organization, specify the user's role in the organization (Enterprise, Delegated Administrator, or Organization Administrator).

Warning: You should only select the Is Master Administrator check box if the user should have access to all organizations and configuration settings.

10. Under Features, select the check box next to each feature the user should be able to access. Depending on the user's role, some features might not be available.

11. Click Create. The user appears in the list for that organization.

Create a Portal User from a CIC User Account

If you choose to create a portal user from an existing CIC account, the Associate IC user wizard page appears. Continue with the following steps:

1. Specify search criteria on the left side of the Associate IC user page, and then click Search to display a list of CIC users that match. Note that the asterisk (*) wildcard character is allowed and the search is not case-sensitive.

2. Under IC user search results, find each CIC user in the list, and then specify the portal user ID for that user in the User Id box.

3. Click Next to display the Membership information page of the wizard.

4. On the Membership information page of the wizard, select each organization to which the user should have access in the Organizations list, and then click Add next to the organization to add it to the user's Memberships list.

5. Under each organization, specify the user's role in the organization (Agent, Enterprise, Delegated Administrator, or Organization Administrator).

Warning: Only select the Is Master Administrator check box if the user should have access to all organizations and configuration settings.

6. Under Features, select the check box next to each feature the user should be able to access. Note that if you are adding multiple web portal users at the same time, all of them will be given the role and features you specify. Depending on the user's role, some features might not be available.

7. Click Create. The user(s) appears in the list for that organization.

Provision Portal Users

When you provision portal users, you download a spreadsheet template where you can enter data for multiple users and import them all at the same time.

Note: For Enterprise users, the role in the spreadsheet can either be Supervisor or Enterprise.

If you choose to create portal users by importing data from a spreadsheet template, continue with the following steps:

1. On the Choose user type page of the Add user wizard, click Download user import template spreadsheet.

2. Add your user data to the spreadsheet, assigning the appropriate user roles and features to each user.

3. Click Next to display the User import page of the wizard.

4. On the User import page, click Upload Import Data and select the spreadsheet file that contains the user data. An "Uploading..." message appears while the data is uploading, and then the data appears on the User import page.

5. Click Start Import to begin importing the uploaded data.

6. Click Close once the import is complete.