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Licensing and Rights for IPA

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Only agents with the appropriate licenses and rights can use Interaction Process Automation.

IPA User Licenses

You assign and configure licenses for Interaction Process Automation in Interaction Administrator. A user can have only one of the following licenses:

  • Direct Routed Work Items – Users with this license can receive work items routed directly to them.

  • Group Routed Work Items – Users with this license can receive work items routed to them either directly or as a member of a workgroup (similar to an ACD queue).

  • Process Monitor – Users with this license can view process statuses and details in the Process Monitor.

  • Process Designer – Users with this license can receive work items or create and modify processes.

The licenses are cumulative. The Group Routed Work Items license includes the Direct Routed Work Items license. The Process Monitor license includes both of the Routed Work Items licenses. The Process Designer license includes all the other licenses. The following table summarizes the differences between the licensing options.

Users with this license can: Direct-routed Work Items Group-Routed Work Items IPA Monitor IPA Designer

Start any process for which they have rights?

Yes

Yes

Yes

Yes

Receive ACD-routed work items?

No

Yes

Yes

Yes

Receive direct-routed work items?

Yes

Yes

Yes

Yes

Use IPA Monitor?

No

No

Yes

Yes

Start test processes they are designing, regardless of launch rights in IA?

No

No

No

Yes

Access Control rights

On the Access Control tab for users in Interaction Administrator, you can assign these access control rights:

  • Launch Process – Users with this right can start any published process in the Processes list in Interaction Desktop, IPA Work Item Client or through IceLib.

  • View Process – Users with this right can search for processes in Interaction Desktop or IPA Work Item Client.

  • Manage Process – Users with this right can manage (for example, cancel or retry) processes in the Process Monitor module of Interaction Process Automation or IC Business Manager Applications.

Also, the originator of a process has implied View Process rights. Therefore, if a user has Launch Process rights but does not have View Process rights, the user can only view the processes that the user started.

IPA requires other access control rights, such as View Skills or View Workgroups, for users to access skills or workgroups. For more information, see Interaction Administrator Help in the PureConnect Documentation Library.