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Access Control Rights

Access Control rights allow or restrict access to certain objects within the CIC client and determine whether you can view or modify those objects. Your CIC administrator assigns your Access Control rights. Contact your CIC administrator if you have questions about your Access Control rights.

Account Codes

This Access Control right determines whether you can assign account codes to incoming or outgoing interactions. For more information, see Understanding Account Codes; Assign Codes to an Interaction; Assign Codes to an Incoming Interaction; and Assign Codes to an Outgoing Interaction.

Access Control Right	Description
View Account Codes	Determines whether you can assign an account code to an interaction. To assign Account Codes to incoming and outgoing interactions, you also need the Account Code Verification Security right. For more information, see Understanding Account Codes.

Attendant Profiles

These Access Control rights determine which Interaction Attendant profiles are available as transfer destinations in the Transfer dialog box. This controls whether you can transfer an interaction to a specific Interaction Attendant Profile. For more information, see Transfer a Call to an Attendant Profile.

Access Control Right	Description
Email Profiles	Determines which Interaction Attendant email profiles are available.
Inbound Profiles	Determines which Interaction Attendant inbound profiles are available.
Operator Profiles	Determines which Interaction Attendant operator profiles are available.
Outbound Profiles	Determines which Interaction Attendant outbound profiles are available.

Client Buttons

Your CIC administrator can create custom buttons for the Queue Control toolbar. This toolbar appears on the My Interactions view and other queue management views.

Access Control Right	Description
View Client Buttons	Determines which custom buttons appear by default on the Queue Control toolbar. For more information, see Custom Buttons.

Directory Status

This right controls which status columns you can choose to display in a Directory view. For more information, see View Another User’s Status and Add or Remove View Columns.

General Directories

This right controls which General Directories you can choose to display.

Access Control Right	Description
View General Directories	Determines which General Directory views you can display.

Interaction

These rights control whether you can use specific types of pre-defined responses from a system-wide Response Management library named "Interactions." This library exists only in systems upgraded from previous releases where the administrator decided to retain the library. For more information, see Working with Response Management for details.

Access Control Right	Description
View Interaction Files	Enables you to select a file name from the "Interactions" Response Management library and immediately upload the file to external chat participants.
View Interaction Messages	Enables you to select a message name from the "Interactions" Response Management library and incorporate the text from this stored message in a chat. Messages files typically include standard greetings and closings or responses to frequently asked questions.
View Interaction URLs	Enables you to select a URL from the "Interactions" Response Management library and incorporate this stored Internet address in your chat.

Phone Number

These rights control which types of phone numbers you can call, use as follow-me numbers, use as a forwarding number, or employ in the Telephone User Interface (TUI). Your CIC administrator classifies phone numbers into types such as Blocked, Emergency, Local, and Long Distance.

Access Control Right	Description
Classifications	Determines the type of phone numbers you can call from the CIC client. Also determines whether you can send a text message to specific classes of phone numbers (for example, Local, Long Distance or International) Your CIC administrator also determines which specific SMS brokers you can use to send SMS text messages. SMS brokers are associated with your CIC user account or workgroups.
Classifications Follow-me	Determines the type of phone numbers you can use as Follow-me numbers. For more information, see Set Up Follow-me Routing. Note: These rights are checked whether you set up Follow-me numbers in the CIC client or via the TUI. For more information about setting up Follow-me numbers via the TUI, see the Telephone User Interface User’s Guide or Quick Reference Card in the PureConnect Documentation Library
Classifications Forward	Determines the type of phone numbers you can use to forward calls to a remote telephone number. For more information, see Forward Calls to Your Remote Telephone Number. Note: These rights are checked whether you set up Forwarding numbers in the CIC client or via the TUI. For more information about setting up Forwarding numbers via the TUI, see the Telephone User Interface User’s Guide or Quick Reference Card in the PureConnect Documentation Library.
Classifications TUI	Determines which phone numbers you can call from the TUI. This right controls which numbers you can call when you do a "live reply." A “live reply” occurs when you respond to a "To call this person now..." prompt. These rights also control which phone numbers you can call when you access the Company Directory to locate and dial a phone number.

Plug-ins

Access Control Right	Description
View Plug-ins	Determines which plug-ins you can add to the CIC client.

Processes

These rights apply to Interaction Process Automation and control which IPA functions you can use. They are independent of each other, not cumulative like IPA licenses.

Access Control Right

Description

Launch Processes

Enables you to Start a Process.

Manage Processes

Enables you to manage and modify processes in the IPA Monitor. Managing a process includes canceling or retrying a process, changing data elements in a process, and so on.

Note: IPA Monitor is a separate application and is not part of the CIC client. It is an IC Business Manager module that an administrator can use to monitor, track, or interact with running process instances. For more information, see the Interaction Process Automation Monitor Help.

Queue Columns

Queue Column rights determine which columns you can display in a queue view.

Account Code
ACD Wait Reason
Agent Score
Associated Process
Attachments
Chat Response Time
Customer Score
Details
Duration
Importance
Interaction ID
Line
Lstns

Name
Number
Queue
Recs
Security
State
Station
Subject
Time in Status
Time in Workgroup Queue
User
Wrap-Up Code

Access Control Right	Description
View Queue Columns	Determines which columns you can add to a queue view. Rights to each column can be separately assigned. For more information, see Add or Remove View Columns and Queue Contents.
Substitute Queue Columns	Determines which interaction attributes you can use in a Response Macro. For more information, see Create Response Macros.

Response Management

This right determines which system-wide Response Libraries you can see and use in the CIC client. For more information, see Working with Response Management.

Access Control Right

Description

View

Each Response Management Library created in Interaction Administrator by your system administrator has a unique name. You can be assigned the right to use all of these libraries or selected libraries.

Note: These libraries are also called Response Management server documents in Interaction Administrator. Each of these libraries can contain multiple items such as text messages or stored files.

Shift Trading

This right determines whether you can display the My Shift Trading view in Interaction Connect.

Access Control Right

Description

View

Note: These libraries are also called Response Management server documents in Interaction Administrator. Each of these libraries can contain multiple items such as text messages or stored files.

Station Queues

These rights control which Station Queues you can display and work with in the CIC client.

Access Control Right	Description
View Station Queues	Determines which Station Queue views you can display in the CIC client.
Modify Station Queues	Determines which modify actions you can perform on interactions in a selected Station Queue. Modify actions include Disconnect, Hold, Mute, Pickup or Transfer interactions.
Monitor Station Queues	Determines which monitor actions you can perform on interactions in a selected Station Queue. Monitor actions include Coach, Join, Listen or Record interactions.
Search Station Queues	Determines which Station Queues are available as transfer targets in the Transfer dialog box. This controls whether you can transfer an interaction to a specific Station Queue.

Stations

Typically, you always log on to one, specific CIC station that belongs to you. However, if there is a need, you can be assigned the right to log on to other CIC stations.

Access Control Right	Description
Logon Stations	Determines to which CIC stations you can log on. For more information, see Logging On.

Status Messages

To use a specific status, you need the appropriate View Status Message right. The CIC administrator can assign this right to all members of a specific workgroup, all users in a certain role, or selected users. These rights determine the status settings available when you Set Your Status or Set Another User’s Status.)

Access Control Right	Description
View Status Messages	This right controls which status settings are available to you. For more information, see Possible Status Values, Set Your Status, and Set Another User’s Status.

User Queues

These rights control which User Queues you can display and work with in the CIC client.

Note: My Interaction Rights determine your ability to modify and monitor interactions in My Interactions.

Access Control Right	Description
View User Queues	Determines which User Queue views you can display in the CIC client.
Modify User Queues	Determines which modify actions you can perform on interactions in a selected User Queue. Modify actions include Disconnect, Hold, Mute, Pickup or Transfer interactions.
Monitor User Queues	Determines which monitor actions you can perform on interactions in a selected User Queue. Monitor actions include Coach, Join, Listen, Preview, Record, or Snip interactions.

Users

These rights control whether you can Set Another User’s Status or whether you can display interactions belonging to all or selected users.

Access Control Right	Description
Change Status Users	Determine which users' status you can change. You can be granted the Change Status right to all or selected users.
View History Users	Determines whose interactions can appear in the Journey Map view. Or you can display other users' interactions if you have the Tracker Administrator Security right.

Workgroup Queues

These rights control which Workgroup Queues you can display and work with in the CIC client.

Access Control Right	Description
View Workgroup Queues	Determines which Workgroup Queue views you can display in the CIC client.
Modify Workgroup Queues	Determines which modify actions you can perform on interactions in a selected Workgroup Queue. Modify actions include Disconnect, Pickup or Transfer interactions. Other Modify actions include the ability to Activate Self. For more information, see Change Your Workgroup Activation Status. Also, Modify actions include the ability to Activate Others. For more information see Change a User's Activated Workgroups and Change a Workgroup's Activated Users.
Monitor Workgroup Queues	Determines which monitor actions you can perform on interactions in a selected Workgroup Queue. Monitor actions include Coach, Join, Listen, Monitor, Record, or Snip interactions. Determines which monitor actions you can perform on interactions in a selected Workgroup Queue. Monitor actions include Coach, Join, Listen, Monitor or Record interactions.
Search Workgroup Queues	Determines which Workgroup Queues are available as transfer targets in the Transfer dialog box. This controls whether you can transfer an interaction to a specific Workgroup Queue.

Workgroups

Access Control Right	Description
View Workgroups	Determines which Workgroup directory views you can display in the CIC client.
Statistics Workgroups	Determines which workgroups can be included in the Workgroup Statistics view and the Agent Statistics view. This right can be granted for all or selected workgroups.