Attendant Administrator Tasks

As a CXone Mpower 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 CXone Mpower support staff.

  1. Launch the 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 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 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 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.

Enable or Disable Voicemail Forwarding

You can configure the ability to forward voicemail. This can be done for all users on a business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment, or on a user-by-user basis.

This feature is only available for CXone Mpower with Voicemail (Attendant Plus).

If the business unit setting is turned off, you cannot change it at the individual level. For example, if you want to enable this feature for all users except for a few, you can. However, you cannot do the opposite of this.

Enable or Disable Voicemail Forwarding for All Users

  1. Click the app selector icon of app selector and select ACD.

  2. Under ACD Configuration, click Business Units.

  3. Click CXone Attendant > Edit.
  4. Scroll to Voicemail Management.
  5. In the Send Message to Email dropdown, select Yes or No.

Enable or Disable Voicemail Forwarding for Individual Users

  1. Click the app selector icon of app selector and select ACD.

  2. Click ACD Users.

  3. Click on the specific user you wish to modify.

  4. Click CXone Attendant > Edit.
  5. Scroll to Voicemail Management.
  6. In the Send Message to Email dropdown, select Yes or No.

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 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 Attendant users that currently have their status set to Out of Office.

    1. Click the app selector icon of app selector and select ACD.

    2. Click ACD Users.

  1. Click Manage Multiple Users.

  2. Select Only Attendant fields from Fields to Include. To include only active users in the bulk download template, select Active Users only from the Users to Include drop-down list.

    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 Attendant Users

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

    1. Click the app selector icon of app selector and select ACD.

    2. Click ACD Users.

  1. Click Manage Multiple Users.

  2. Select Only Attendant fields from Fields to Include. To include only active users in the bulk download template, select Active Users only from the Users to Include drop-down list.

    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.