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Security Rights

Security rights control your access to certain CIC client features and determine the actions you can perform. Your CIC administrator assigns your Security rights. Contact your CIC administrator if you have questions about your Security rights.

Client Rights

These rights determine which actions you can perform in the CIC client.

This security right	Description
Account Code Verification	Enables you to assign Account Codes to incoming and outgoing interactions. You also need the View Account Codes Access Control right to display Account Code fields. For more information, see Understanding Account Codes.
Can Create Speed Dials	Enables you to create a Speed Dial view.
Conference Calls	Enables you to create a Conference call.
Customize Client	Enables you to: Customize Configuration settings in the CIC client. Add Views. However, displaying certain views can require additional Access Control Rights. For more information, see Configuration Options. Change the columns in a queue view. See Add or Remove View Columns or Customize Columns. Change the buttons in a queue view. See Customizing Toolbars.
Manage Client Templates	Enables you to create and edit client templates. For more information, see Manage Templates.
Mini Mode	Enables you to display Mini Mode.
Monitor Columns	Enables you to add the Lstns column and Recs column to a queue view. The Lstns column shows a speaker icon when someone is listening to the conversation. The Recs column shows a red dot icon to indicate that the conversation is being recorded. For more information, see Determine if Someone is Listening to or Recording Your Interactions.
Multiple Calls	Determines whether you are alerted when a new call arrives in your queue when you are already on a call. This alert only occurs on calls into lines that are configured as "Allow Deferred Answer." If you don't have this right, or don't have call coverage set to forward calls when busy, then you aren't alerted to the new call. The new call then rolls to voice mail. This setting does not actually prevent multiple calls from being on your queue at the same time. It merely controls whether you are alerted or not. This setting applies only to My Interactions, not to calls to a logged-in station or default workstation.
Orbit Queue	Enables you to park a call on orbit.
Persistent Connections	This right gives you the option of keeping your remote telephone connected until you log off. It enables you to select Allow Persistent Connection when using a Dynamic Remote Client Connection.
Personal Rules	Enables you to set up Personal Rules or create a Quick Call rule. Selected interactions trigger these rules to perform specific actions automatically.
Problem Reporter	Enables you to use the Problem Reporter to you to report a problem with the CIC client to your support representative. See Report a Problem.
Receive Voicemail	If you have this right, callers are sent to voice mail when you're in a DND (do not disturb) or other "not available" status or don't answer your phone. If you do not have this right, callers are returned to the Interaction Attendant main menu.
Response Management	Enables you to use a stored response in email messages, chats, callback requests, or text messages. Typical stored responses include a standard greeting or your company’s support website address. This right also enables you to create, organize and manage Personal Responses. For more information, see Create Personal Responses and Using Response Management.
Status Notes	Enables you to create a Status Note when you set Status details for yourself or another user. Status Notes provide additional details about status, for example, the date an agent expects to return after vacation.
User-defined Telephone Number on Remote Logon	Enables you to enter a new Remote Number when logging on. For more information, see Dynamic Remote Client Connections.
Workgroup Statistics	Enables you to display the Workgroup Statistics View.
Workgroup/Profiles Tab	Enables you to display the Workgroup and Profiles view. This view lists workgroups and Attendant Profiles by name.

Interaction Command Rights

These rights determine which buttons can appear on the Queue Control Toolbar, or in the toolbars for the Callback window, Chat window, Email Window for Incoming Messages, Email Window for Outgoing Messages, or the Windows 7 Thumbnail. Also, they control whether a command appears on the interaction shortcut menu and whether it is available via a keyboard shortcut.

This security right	Description
Assistance	Displays Assistance button and the Request Assistance command.
Coach	Displays the Coach button or Whisper Button and the Coach or Whisper command.
Disconnect	Displays the Disconnect button and the Disconnect command.
Hold	Displays the Hold button and the Hold command.
Join	Displays the Join button and the Join command.
Listen	Displays the Listen button and the Listen In command.
Mute	Displays the Mute button and the Mute Call command.
Park	Displays the Park on Orbit button and the Park on Orbit command. Controls whether the Park button appears on the Transfer dialog box.
Pause	Displays the Pause button and the Pause Recording command.
Pickup	Displays the Pickup button and the Pickup command.
Private	Displays the Private button and the Private command.
Record	Displays the Record button and the Record command.
Secure Input	Displays the Secure Input button and the Secure Input command.
Secure Recording Pause	Displays the Secure Record Pause button and the Secure Pause command.
Snip	Displays the Snip button and the Snip command. For more information, see Recording Types.
Transfer	Displays the Transfer button and the Transfer command.
Voicemail	Displays the Voicemail button and the Send to Voicemail command.

My Interaction Rights

These rights determine the actions you can perform in My Interactions.

Access Control rights determine which actions you can perform on other queues you have the rights to display:

To Disconnect, Hold, Mute, Pickup or Transfer interactions, you need the appropriate Modify Station Queues, Modify User Queues, or Modify Workgroup Queues Access Control rights.
To Coach, Join, Listen or Record interactions, you need the appropriate Monitor Station Queues, Monitor User Queues, or Monitor Workgroup Queues, Access Control rights.

Note: The actions you can perform in the Callback window, Chat window, Email Window for Incoming Messages, Email Window for Outgoing Messages, and the Windows 7 Thumbnail depend on the queue where the interaction is currently. For example, if the Chat interaction is in your My Interactions queue, the actions you can perform in the Chat window depend on these My Interaction Rights. If the Chat interaction is in another queue, then the actions you can perform depend on whether you have the appropriate "Modify" or "Monitor" rights on that queue.

This security right	Description
Coach Interactions	Enables you to coach an interaction by adding yourself to another agent’s interaction.
Disconnect Interactions	Enables you to disconnect an interaction using the CIC client instead of hanging up the telephone.
Initiate Secure Input Interactions	Enables you to initiate Secure Input to collect confidential information from a customer.
Join Interactions	Enables you to join an interaction, thus creating a conference call.
Listen in on Interactions	Enables you to listen to a call. You can hear both sides of a call.
Mute Interactions	Enables you to disable the microphone on your telephone so that the other party or parties cannot hear what you are saying. It also enables you to reactivate the microphone. For more information, see Mute Button.
Park Interactions	Enables you to park a call on orbit. Note: You can park only calls appearing in My Interactions.
Pause Interactions	Enables you to use the Pause button to control a recording session. Click this button to pause the recording session. Click it again to resume the recording session. For more information, see Record a Call and Record a Chat Session.
Pickup Interactions	Enables you to pick up an interaction. For more information, see Picking Up Calls.
Private Interactions	Enables you to prevent other CIC client users from recording or listening to your conversation. For more information, see Private Button.
Put Interactions on Hold	Enables you to place a selected interaction on hold. For more information, see Hold button.
Record Interactions	Enables you to record an interaction. The recordings are stored in files.
Request Assistance from Supervisors	Enables you to request assistance from your supervisor.
Secure Recording Pause Interactions	Enables you to Secure Pause a Recording to avoid recording sensitive information, such as a Social Security number or credit card number, when you are recording an interaction.
Snip Interactions	Enables you to record an interaction and store this recording in the CIC database. Administrators can use Interaction Recorder to find and play back these secured recordings. For more information, see Recording Types.
Transfer Interactions	Enables you to transfer an interaction. For more information, see Transfer a Call After Consulting the Recipient or Transfer a Call Without Consulting the Recipient.
Transfer Interactions to Voice Mail	Enables you to transfer a call to your voice mail.

Interaction Optimizer Rights

This security right	Description
Agent can bid on schedules	Enables you to rank and bid on schedules prior to schedule assignment. For more information, see Working with Schedule Bidding.
Agent can see rank	Enables to see your rank in the group of agents bidding for preferred schedules in the Schedules for Bidding dialog box and the Processed Bids dialog box.
Agent can see relative rank	Enables you to see the number of your rank and the total number of agents bidding for preferred schedules in the Schedules for Bidding dialog box and the Processed Bids dialog box.
Agent can specify schedule preferences	Enables you to set your schedule preferences in Interaction Optimizer. For more information, see Working with Schedule Preferences.
Agent can submit time off	Enables you to submit a time off request. For more information, see Submit a Time Off Request.

Tracker Policy Rights

This security right	Description
Add Individuals	Enables you to add a Tracker contact or Quick add a contact.
Add Organizations	Enables you to add a Tracker organization.
Delete Individuals	Enables you to delete a Tracker contact.
Delete Organizations	Enables you to delete a Tracker organization.
Have Private Contacts	Enables you to designate a Tracker contact as private and prevent other users from viewing or using information for this contact. For more information, see the Allow others access to this Contact setting in the Add Contact Wizard.
Modify Individuals	Enables you to modify Tracker contact information.
Modify Organizations	Enables you to modify Tracker organization information.
Related Interactions Page	Enables you to use the Related Items view.
Tracker Administrator	Grants you all the Tracker Policy Rights, enabling you to perform all the Tracker functions that require any Tracker Policy Right.
View Other People’s Private Interactions	Enables you to view other users' private interactions in the Related Items view and to have these interactions included in search results in the Find Interaction dialog box. A user can indicate that an interaction is "Private" to prevent other users from recording or listening to it. For more information, see Private Button.

User Rights

This security right	Description
Directory Administrator	Enables you to edit public directories that other users created. For more information, see View and Edit Directory Entries.
Follow Me	Determines whether you can use Follow-Me Routing to set up the CIC client to search for you at different telephone numbers. For more information, see Set Up Follow-me Routing.
Intercom Chat	Enables you to start intercom chats with other CIC client users on the same CIC server.
Require Forced Authorization Code	Requires you to enter an authorization code before toll numbers can be dialed from your station. An authorization code prevents someone from using your phone to make a toll call while you are logged on, but away from your desk. For more information, see Dial a Long-Distance Number.
TIFF Faxes	Enables you to receive faxes as TIF files attached to email messages. For more information, see Working with Faxes.