Multi vendor users

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Overview

Automate supports multi vendor users, which allows you to provision and manage services from one or more vendors on the Automate platform. For example, to use both Microsoft meeting and collaboration tools and Cisco tools.

Single vendor and multi vendor users

Automate supports provisioning for a number of categories of user, representing either a single or multi vendor deployment:

Single or Multi Vendor	Description
Single vendor user	Users services from a single vendor, for example, either all Cisco services, or all Microsoft services.
Multi vendor user	Users using services from two or more vendors.
Multi vendor hybrid user	Users using services from two or more vendors, with services configured for integration, for example, with dial plans and routing.

Related topics

• Enable multi vendor users
• Global Settings
• Role-based access for multi vendor users
• Entitlement
• View users

• User calling settings

• Microsoft Exchange

• User voice mail settings

• Access profile permissions and operations

• Reserve numbers for a user

View and manage multi vendor users

This procedure displays and updates multi vendor users.

Note

On a multi vendor user’s configuration details page, you can also manage the user via any quick actions available on the page, but note the following:

• Quick Actions for multi vendor user are defined via the Multi Vendor FDP (MultiVendorFDP) in the field display policy (FDP) for the page. See Enable multi vendor users.

• For details around the available quick actions for multi vendor user, the user type they apply to, and the impact of changes via the Quick Actions, see:

  • Configure quick actions for multi vendor users

  • Quick actions for multi vendor user

1. In the Admin Portal, go to Manage Users.

   Note

   This list view makes use of an [OR] condition to filter users: End User[OR]End User + Admin

   For details on the filter, see: Working with lists.

2. View the summary list of the multi vendor users.

   

   The table describes a few caveats around icons in the Services column of the list view:

   Users with Microsoft services

   The Voice icon (phone) displays only when the user has a feature type of PhoneSystem enabled, which means that they’re licensed for the voice service in Microsoft Entra. The Collaboration icon (cloud) displays only when the user has a feature type of Teams enabled, which means that they’re licensed for Microsoft Teams IM/collaboration in Microsoft Entra. The Feature type field displays read-only values in Quick Add User. Clicking the MS Exchange icon (envelope) opens device/msexchangeonline/UserMailbox (the user’s Microsoft Exchange mailbox settings). The Microsoft Voicemail icon displays when the user has the Microsoft voicemail service enabled. You can manage the user’s voicemail settings from within Automate or on the Microsoft online portal. Changes are immediately and automatically synced between Automate and the Microsoft online portal. Click on the icon to open the voicemail settings. You can also edit these settings from the Microsoft Voicemail Settings card on the multi vendor user’s management page.

   Users with Webex App

   Included icons may be for collaboration, conferencing, voice, and/or voicemail, contact center agent, provided the user has the required license. For example: The Conferencing icon (monitor) displays when the user has a license where the name of the license (the pattern) contains the text “meeting” (for example, “Meeting 25”). The Collaboration icon (cloud) displays when the user has a license where the name of the license (the pattern) contains the text “messag” (for example, “Messaging”). The 2 People icon displays when the user is a Contact Center agent. Additional details are provided when hovering over the icon, e.g. Agent Profile, Multimedia Profile, Skill Profile and Work Phone:

   Headset and phone

   A headset icon displays in the Services column for users that have a headset connected to an associated phone.

3. Manage multi vendor users from the list view. For example, you can:

   • Filter the list

   • Add a new multi vendor user

   • Move multi vendor users (one or more)

   • Delete multi vendor users (one or more)

     Note

     For all multi vendor users you delete from the list view, their services are also deleted, and, if applicable, their hybrid status is updated. Additionally, when deleting Microsoft multi vendor users, they are also off-boarded (that is, their licenses are removed).

     The Automate user is retained only for LDAP or MS365 users.

4. To view or update the settings of a selected multi vendor user, click on the user in the list view to open their configuration details page. Here you can:

   • Choose an entitlement profile

   • View and manage phones and lines

     Note

     For users with associated softphones, the phone product model name displays below the Phone icon on the cards. This is useful where the user has multiple phones and you need to easily distinguish between different phone models.

     

   • Delete the multi vendor user.

     Note

     When deleting a multi vendor user:

     • If applicable, the user’s hybrid status is updated

     • Non-Microsoft multi vendor user - deletes the user along with their services

     • Microsoft multi vendor user - deletes the user along with their services, and offboards the user (removes their license)

     • Bottom-up LDAP multi vendor user - device/cucm/User and data/User is deleted

     • LDAP or MS365 users - the Automate user is retained:

       • Top-down LDAP user - deletes the user, and retains the data/User and device/ldap user instances are

       • Microsoft provisioned user - data/User is retained if there is an associated Microsoft user

   • View and manage existing, available services, which may include Microsoft user calling settings, Microsoft voicemail settings, Microsoft Teams, Cisco Webex, Cisco Voicemail, and other enabled services.

     Note

     • For users with multiple remote destinations associated to their single number reach (SNR), the Cisco Single Number Reach card on the management page displays only the first associated SNR remote destination profile and the first associated remote destination to that SNR.

     • For users licensed with a Webex Calling Professional license, the following cards also display on their User Details view:

       • Webex Devices: for devices available to the user

       • Webex Voicemail: if the Voicemail setting is enabled, options for sendAllCalls, sendBusyCalls, sendUnansweredCalls, edit link to Voicemail.

       • Webex Calling Settings: Barge In, Caller ID, Call Forward, Call Recording, Call Waiting, Intercept, edit link to Calling Settings.

       The image shows users with Webex App, and how they show up in the the list view and on their configuration details page:

       

Example: Multi vendor user with Cisco services

Example: Multi vendor user with Microsoft Teams

Example: Multi vendor user’s user calling and voicemail settings

Example: Multi vendor user’s headset settings

Example: Multi vendor user - Cisco Webex App User with Webex Calling Professional license, showing Cisco Webex App User Calling Settings

Related Topics

• Single number reach

• Voicemail

• User calling settings (Microsoft users).

• Configure quick actions for multi vendor users

Merge two users into a single multi vendor user

Automate provides a merge tool for consolidating duplicate user accounts from two different vendors (two data/User instances with the same email address) that have been imported from different vendors, into a single, Cisco-Microsoft multi vendor user.

This case is required where you have imported two user accounts from different vendors, for example, Cisco and Microsoft, and you add or update their email addresses to the same email address. In this case, the merge tool workflow (Merge_Relation_User workflow) is triggered when it finds the duplicate email address for the two data/User instances.

You can use the view for the merge tool (view/ConsolidateUsers) to define the primary user (which is retained once merged), and the secondary user (which is deleted once merged). The services of the secondary user will then be merged into the primary user.

When consolidating these two accounts, the default provisioning workflow of the merge tool (ConsolidateUsers) copies details of the secondary user into the primary user, and moves any device models associated with the secondary user to the hierarchy of the primary user:

• Copies the username (Cisco or Microsoft) of the secondary user to the primary user

• Copies the Zoom username of the secondary user to the primary user

• Copies the email address of the secondary user to the primary user

• Copies the email address to the Cisco user, if the primary Cisco UCM user is local

• Deletes the secondary user (the data/User instance of the secondary user

Once successfully merged, a log entry is added to data/HcsUserManagementLogDAT, and the primary user is assigned a system username, as a multi vendor user.

Note

• The secondary user cannot be a UCM user (Cisco user) as it cannot be deleted. Only secondary users that match the primary user can be merged.

• The secondary user cannot be configured as a hybrid user - remove this setting before merging users.

• The merge tool does not allow consolidation of the user accounts if both the primary and secondary user accounts are UCM users.

Quick actions for multi vendor user

Quick actions allow you to easily access frequently used activities, for example, to reset a PIN or password, or to add a user. Multi vendor user includes a set of quick actions that are configured via the multi vendor user field display policy (MultiVendorFDP; fallback FDP is default).

Quick actions added to the MultiVendorFDP field display policy (FDP) appear as links on the Quick Actions card on the management page of the selected multi vendor user.

While some quick actions are also available as stand-alone features or functionality that can be accessed via a menu or dashboard link (or via the Search bar), other quick actions, such as Update User (Cisco UCM), are only available as a quick action.

The availability of a quick action also depends on the user type or the environment, for example, Cisco or Microsoft, multi vendor or hybrid. You’ll also require appropriate permissions on your access profile to have some quick actions available to you. By default, the access profiles that ship with the system (except for Operator access profiles) have read, write, and export permissions on all multi vendor user quick actions and service card actions that are views, for example, view/DeleteCucmHuntGroupAllMembers (quick action, Remove from all Hunt Groups), view/DeleteSubscriberService (quick action Delete all services), or view/AddExtensionMobility (service card action, Add Extension Mobility).

Quick action links trigger the following behavior in the system:

• Some quick actions, such as Update User (Cisco UCM), are only available as a quick action link that launches a dialog (or overlay) on the current page, and allows you to perform a specific action (related to the quick action).

• Some quick actions are shortcuts to a menu or dashboard for the feature, such as the Cisco Quick User or Microsoft Quick User link, which opens the Quick Add User page directly from the quick link.

• In some cases, the quick action launches a dialog (or overlay) on the current page for performing a specific action related to the quick action, such as Add to Hunt Group or Remove from All Hunt Groups, while the full functionality for the feature is also available via a menu or dashboard.

  In this case, you may also access the functionality via the menu (or fill out the feature name, for example, Hunt Groups, in the Admin Portal Search bar, and press Enter to locate the page).

Related Topics

• Access profile permissions and operations

Quick actions (all users)

The table describes quick actions that support all users:

Quick Action	Description
Refresh	Available to admin users with an access profile that has read permissions on the relation/User model Performs a live refresh (non-cached GET request) of device models for all services from external devices, including (where applicable), Cisco user and services, Pexip, UCCX, Webex App user and config, and Microsoft user and services.
Delete all Services	Available to users with an access profile with read-write permissions on view/DeleteSubscriberService Removes all the selected user’s services. For Cisco UCM, services are deleted/disassociated. For Microsoft users, their licenses are also removed and they’re off-boarded. Click on the warning to confirm (Yes/No) whether to delete all services

Note

You can find more information about Automate’s caching policies in Default Cache Control Policy.

Quick actions (Cisco and Microsoft)

The table describes quick actions that support Cisco UCM and Microsoft:

Quick Action

Description

Update User (Profile)

Multi vendor environment (Cisco UCM/Microsoft/Webex users) Launches the Onboard user page, with the username populated based on the selected user. The multi vendor user FDP should include the qa_update_subscriber_from_profile quick action. The administrator access profile should have read-write permissions for view/AddSubscriberFromProfile. Cisco UCM or Microsoft Tenant should be provisioned at the necessary hierarchy level (above or at the user’s hierarchy).

Quick actions (Cisco UCM)

The table describes quick actions that support Cisco UCM:

Quick Action	Description
Quick Add User (Cisco UCM)	Launches Cisco Quick User, with the username auto-populated for the selected user. Cisco UCM should be provisioned at the necessary hierarchy level (above or at the user’s hierarchy level). The multi vendor user FDP should include the qa_cucm_qas quick action. The administrator access profile should have read-write permissions for view/QuickSubscriber.
Update User (Cisco UCM)	Launches the Update User (Cisco UCM) form, where you can: Enable IM and Presence Update the selected line as the IPCC extension to use when the user is also a contact centre agent Add or update Conference Now (ad hoc) via Cisco UCM, assign a meeting number, and create an access code Update the service profile The user you’re updating must be an existing Cisco user (device/cucm/User). The multi vendor user FDP should include the qa_update_cisco_user quick action. The administrator access profile should have the necessary read-write permissions for view/MVS_Cisco_User.

Quick Action	Description
Move User	Cisco users only, Microsoft users only, or hybrid Cisco-Microsoft environment For Cisco users with UCCX agent settings, it is necessary to re-subscribe the user as an agent at the target site and ensure that the associated Team is updated manually. For Microsoft users, MS Teams users are also moved. The quick link opens the Move User feature Access to the Move User feature is also available from a menu/dashboard Your access profile requires read-create permissions on view/MultiVendorServiceUserMove_VIEW
Add to Hunt Group	Cisco users (Cisco only, or hybrid environment) Access to the Hunt Groups feature is also available from a menu/dashboard Your access profile requires read-create permissions on view/AddCucmHuntGroupMember

Quick Action	Description
Remove from all Hunt Groups	Cisco users (Cisco only, or hybrid environment) Access to the Hunt Groups feature is also available from a menu/dashboard Your access profile requires read-create permissions on view/DeleteCucmHuntGroupAllMembers
Add to Call Pickup Group	Cisco users (Cisco only, or hybrid environment) Launches a dialog where you can choose the line and the call pickup group Access to the Call Pickup Groups feature is also available from a menu/dashboard Your access profile requires read-create permissions on view/AddCucmCallPickupGroupMember

Quick Action	Description
Remove from all Call Pickup Groups	Cisco users (Cisco only, or hybrid environment) Triggers a warning on the user’s page, asking you to confirm (Yes/No) whether to remove the user from all call pickup groups Access to the Call Pickup Groups feature is also available from a menu/dashboard Your access profile requires read-create permissions on view/DeleteCucmCallPickupGroupAllMembers
Login Phone	Cisco users (Cisco only, or hybrid environment) Access to the EM Login feature is also available from a menu/dashboard Your access profile requires read-create permissions on view/EmLoginUse
Logout Phone	Cisco users (Cisco only, or hybrid environment) Access to the feature (EM Logout) is also available from a menu/dashboard Your access profile requires read-create permissions on view/EmLogoutUserFromPhones
Reset PIN/Password	Cisco users, depending on the user type and their services Microsoft users, only the Automate password is relevant, and only for admins Launches a dialog specific to the quick action on the page Your access profile requires read-create permissions on view/ResetUCPasswordPinVIEW

Quick Action	Description
Update Services	Users with a Cisco UCM user provisioned, in linked or standard sites. Opens the Update Services page, where you can reconfigure a user’s provisioned services and their settings, including description fields, labels, display names, E164 masks, INI settings, and Jabber device names. Your access profile requires read-create permissions on view/ReassignServicesUpdateVIEW
Reassign Services	Users with a Cisco UCM user provisioned A MACD function that allows you to efficiently assign the services, device profiles, lines, Jabber clients, entitlement profile, and E164 masks settings of an existing user to a different user. The internal number inventory (INI) description field is also updated with the name of the new user. This functionality makes it easier to move an existing staff member’s services, desk phone, and telephone numbers to a new staff member, while creating a new voicemail box. Your access profile requires read-create permissions on view/ReassignServicesVIEW

Quick actions (Microsoft)

The table describes quick actions that support Microsoft:

Quick Action	Description
Quick Add User (MS)	Launches Quick Add User, with the username auto-populated for the selected user. Microsoft Tenant provisioned should be provisioned at the necessary hierarchy level (above or at the user’s hierarchy). The multi vendor user FDP should include the qa_ms_qas quick action. Your access profile must have read-create permissions for view/MicrosoftSubscriberQas.
Update Group Membership	Microsoft users (Microsoft only, or hybrid environment) Launches a dialog that lists the MS 365 groups that you can assign to or remove from association with a user. If the MS 365 group you’re assigning or removing has licenses assigned, the licenses are also applied or removed. Your access profile must have read-create permissions for view/MsGraphManageGroup.

Quick Action	Description
Microsoft Exchange	Microsoft users (Microsoft only, or hybrid environment) Launches a dialog that opens device/msexchangeonline/UserMailbox to allow editing of the MS user mailbox.

Related topics

• Manage group membership

• Microsoft Exchange

Quick actions (Webex)

The table describes quick actions that support Webex:

Quick Action

Description

Quick Add User (Webex)

Launches Quick Add User (view/WebexTeamsSubscriberQas model) with the username populated for the selected Cisco Webex App user. If you’re not at a site, you’ll need to choose the relevant site. Links to the view/WebexTeamsSubscriberQas model. Your access profile must have read-create permissions for view/WebexTeamsSubscriberQas. Webex App should be provisioned at the selected site hierarchy or above. The multi vendor user FDP should include the qa_webex_qas quick action.

Related topics

• Configure quick actions for multi vendor users

• Menu layouts

• Reset UC Passwords

• Introduction to Automate dashboards

• Field display policies

• Cisco Quick User

• Hunt groups

• Update Cisco user via quick actions

• Call Pickup Groups

• Extension mobility

• EM Login/Logout

• Move user

• Manage group membership

• Webex Quick User

Configure quick actions for multi vendor users

This procedure configures the quick actions that display on the Quick Actions card when viewing a multi vendor user.

To configure the quick actions that display on the card:

1. In the Admin Portal, go to Field Display Policies.

2. In the list view, search for and click on the default multi vendor user field display policy (MultiVendorFDP).

3. Clone the FDP, then edit the clone for your requirements:

   • Fill out a name and a description for the FDP.

   • Leave the target model type as relation/MultiVendorSubscriber.

   • For Display Groups As, choose whether the default display is panels, tabs, or field sets.

   • Click the down arrow at Quick Actions, then configure the fields to display:

     Note

     Leave the Quick Actions card in its default position at the top of the dashboard.

     See Enable multi vendor users

     • Add fields to the card by selecting and moving fields from Available to Selected.

     • Remove fields by selecting and moving fields from Selected to Available.

     Important

     You must select valid fields for the model (allowed services), which in this case is relation/MultiVendorSubscriber.

     Only valid fields will display on the service cards once you apply the FDP. For multi vendor user, valid field names are prefixed mvs_user_qa, where:

     • mvs is the alias for multi vendor user*

     • _qa is Quick Action

     If a service or action is disallowed in the global settings or in the entitlement profile, or if required servers are not installed for the service, the system verification check does not allow display of the service or action on the User Management dashboard (defined via the FDP), and the user can’t be provisioned with this service.

4. Click Save.

   The next time you view the Quick Actions for a selected multi vendor user, you’ll be able to use the quick action to update the user.

Update Cisco user via quick actions

This feature allows you to enable or disable IM and Presence, to choose the IPCC extension, to define whether the user has permissions to host a conference, and to assign a UC service profile.

Note

Conference Now is a Cisco Call Manager Ad Hoc conference service, available only to Cisco users. See the Cisco Unified Communications Manager documentation for more information about Conference Now.

Note

• The Update User (Cisco UCM) quick action is only available for Cisco users who are also multi vendor users, via the Quick Actions card on the Multi Vendor Users editing form.

• The field for this quick action (mvs_user_qa.qa_update_cisco_user) must be added to the Multi Vendor Users’s field display policy (MultiVendorFDP), in the Quick Actions card, via the Field Display Policies page.

To update a Cisco user for IM and Presence and/or Conference Now:

1. In the Admin Portal, go to Multi Vendor Users.

2. Click on the relevant user.

3. In the Quick Actions, click Update User (Cisco UCM) to open the dialog, then update the Cisco user:

   • To enable IM and Presence, select IM and Presence Enable.

   • Select the IPCC extension from the drop-down.

     Note

     The IPCC Extension drop-down lists the line/route partitions associated with this user.

   • To enable Conference Now, select Enable User to Host Conference Now. When enabling Conference Now:

     • The meeting number displays in the read-only Meeting Number field.

     • You can fill out an access code in the Attendees Access Code field.

   • Optionally, you can also assign a UC service profile via the drop-down.

4. Click Submit.