Contents

Assign security rights

Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.

To assign security rights

In the Security page, click Security Rights to display the Security Rights dialog box.
There are two categories of security rights; Application and User. The categories are further divided into groups of related rights. By default, <All> categories is selected to display security rights in both categories. You can optionally locate rights by typing information in Search.

Select the rights to assign. The following tables show the available security rights groups, the rights, and the associated descriptions, by category:

Application Category
Group	Name		Description
Alerting Rights	Email Alerts		This security right allows the user to add email alerts that are automatically triggered when an Interaction Supervisor statistic is within a given range.
	Handler Alerts		This security right allows the user to add handlers that are automatically triggered when an Interaction Supervisor statistic is within a given range.
	Memo Alerts		This security right allows the user to add memo alerts that are automatically triggered when an Interaction Supervisor statistic is within a given range.
Attendant	Allow the User to Create Email Profiles		Allows users to create profiles used to process email interactions. This security right gives users the modify access right to email profiles they create.
	Allow the User to Create Inbound Profiles		Allows users to create profiles used to process incoming interactions. This security right gives users the modify access right to inbound profiles they create.
	Allow the User to Create Operator Profiles		Allows users to create profiles used to process incoming interactions to the operator. This security right gives users the modify access right to operator profiles they create.
	Allow the User to Create Outbound Profiles		Allows users to create profiles used to process transferred interactions. This security right gives users the modify access right to outbound profiles they create.
Interaction Conference Policy	Create and Modify All Conferences		Allows users to create conferences and to modify all conferences regardless of creator.
	Create and Modify Conferences		Allows users to create conferences, but to modify only those conferences they created.
Interaction Process Automation	Publish		Allows the user to publish from the Interaction Process Automation designer in the IC Server Manager application.
Interaction Dialer	Logon Campaign		Allows the Interaction Scripter user, at login time, to select campaigns to participate in. Agents who not have this right are logged into all campaigns automatically. See the Interaction Scripter Client User Guide.
	Manually Transition to a Campaign Group		When using the Advanced Campaign Management feature and monitoring a campaign in the Dialer Campaign Sequence Details view in IC Business Manager, this right allows a user to be able to manually transition from the currently active campaign group to any campaign group in the sequence. Without this right, users can only monitor campaign transitions.
	Modify Configuration General		View and modify two specific settings on the General tab of the Global Configuration Settings dialog box in Interaction Dialer Manager. The settings are: Delay in seconds before auto-dispositioning a disconnect interaction Pause a campaign when the database query failure rate exceeds
	Modify Preview Call Behavior		Modify specific preview call settings on the General tab of the Global Configuration Settings dialog box in Interaction Dialer Manager. The settings are: If a Preview call fails to connect, play this file to the agent If a Preview call encounters a busy signal, play this file to the agent
	Run Contact List Predefined Actions		This right allows the user to perform the Predefined Actions from the Data Query section of a Contact List. The actions are: Bulk Edit Delete Make Callable Make Uncallable Reset Attempts Schedule Calls The View/Modify Contact List Data Query right is required to use the Run Contact List Predefined Actions right.
	View Configuration General		View, but not modify, two specific settings on the General tab of the Global Configuration Settings dialog box in Interaction Dialer Manager. The settings are: Delay in seconds before auto-dispositioning a disconnect interaction Pause a campaign when the database query failure rate exceeds
	View Preview Call Behavior		View specific preview call settings on the General tab of the Global Configuration Settings dialog box in Interaction Dialer Manager. The settings are: If a Preview call fails to connect, play this file to the agent If a Preview call encounters a busy signal, play this file to the agent
	View/Modify Contact List Data Query		Determines whether or not the Data Query tab of a Contact List object is visible or not. The Data Query tab queries the contact list to display a list of results in a data grid. Query results can be saved as filters. Users may also apply actions to records displayed in the grid, and commit changes back to the database.
Interaction Dialer - Campaigns	Create/Modify Dialer Campaign Group		When using the Advanced Campaign Management feature, this right allows a user to be able to create new and modify existing campaign groups on the Campaign Sequence tab in the Campaigns view. Without this right, users can only view existing campaign groups.
	Modify Campaign Group Sequence		When using the Advanced Campaign Management feature, this right allows a user to be able to create new and modify existing campaign sequences on the Campaign Sequence tab in the Campaigns view. Without this right, users can only view existing campaign sequences.
	View/Modify Agentless Calling Type		Determines whether users can select Agentless dialing mode when setting the Calling mode for a Campaign.
	View/Modify Automatic Zone Mapping		Grants right to select the "Automatically map time zones and all child options" option for a Campaign object. Without this right, these options are unavailable.
	View/Modify Line Settings		Enables settings in the Dialer Line Information group box for a Campaign. Options in this frame configure Dialer to adhere strictly to CIC's Dial Plan, or to use one specific line group for campaign calls.
	View/Modify Maximum Lines		Maximum Lines per Campaign setting on the Basic Configuration tab of a Campaign is enabled or not.
	View/Modify Status		Enables the Campaign Execution Panel for a campaign entry. Users who have this right can control the running state of a campaign, whether it runs in accordance with a schedule, or in a manually operated state. Users can also recycle the contact list, recycle the campaign, and test to ensure that campaign settings are valid. When not granted, these controls are unavailable.
Interaction Dialer - Global Dialer Settings	Modify Change Auditing		Grants right to modify Configuration Change Auditing settings under Global Dialer Settings. When enabled, auditing tracks configuration changes made.
	Modify HTTP Server		Grants right to modify HTTP Server settings under Global Dialer Settings. These settings are used to stream data in and out of a contact list table.
	Modify Outbound Dialer Servers		Grants right to modify settings on the Outbound Dialer Servers tab under Global Dialer Settings. The user can designate an ODS server to send notifications and e-mails when errors or outages occur, and can set threshold values for individual ODS servers, including Maximum Calls and Maximum Call Rate.
	Modify Phone Number Types		Grants right to modify Phone Number Types under Global Dialer Settings. Types are user-defined strings that can be associated with contact columns to identify a type of telephone number. Examples of phone number types might be "Work", "Home", or "Cell".
	View Change Auditing		Grants right to view Configuration Change Auditing settings under Global Dialer Settings. These settings are disabled if the user does not have this right. The Configuration Change Auditing feature tracks configuration changes made using Dialer Manager, or an API such as IceLib.Configuration.Dialer.
	View HTTP Server		Grants right to view HTTP Server settings under Global Dialer Settings. These settings are used to stream data in and out of a contact list table. Options on the HTTP Server tab are disabled when this right is not granted.
	View Outbound Dialer Servers		Grants right to view the Outbound Dialer Servers tab under Global Dialer Settings. The user can see which ODS server has been selected to send notifications and e-mails when errors or outages occur. When this right is not granted, options on the tab are disabled
	View Phone Number Types		Grants right to view the Phone Number Types tab under Global Dialer Settings. Types are user-defined strings that can be associated with contact columns to identify a type of telephone number. Examples of phone number types might be "Work", "Home", or "Cell". When this right is not granted, options on the tab are disabled.
	View/Modify Data Connections		Grants right to view and modify Database Connections in Dialer Manager. When this right is not granted, Database Connection options are disabled.
	View/Modify DNC Sources		Grants right to view and modify the DNC Sources view in Dialer Manger. A DNC Source provides a list of telephone numbers that should not be dialed. When this right is not granted, DNC options are disabled
	View/Modify Time Zone Map Data		Grants right to view and modify the Timezone Map Data view in Dialer Manger. A time zone map is a file that associates the initial digits of a phone number (area code and exchange in North America, for example) with a time zone. When this right is not granted, options on the view are disabled.
Interaction Dialer - Policy/Rule Sets	Lock Policy Sets	Determines whether or not a user can check the "Locked" check box option for a Dialer policy object, preventing it from being modified, removed, or unlocked by anyone who does not have Master Administrator rights. Once a policy is locked, users who are not Master Administrators can view the policy, but they cannot remove or edit it until a Master Administrator removes the lock. Locked policies can be assigned to a campaign, but they cannot be removed from a campaign without Master Administrator rights.
	View/Modify Custom Handler Actions	Grants right to run the Dialer_RuleActionEvent handler by setting up a Rule Action or Policy Behavior. A user who does not have this right cannot modify settings that configure a Run Handler rule action.
	View/Modify Event Log	Grants right to configure Rule Set Actions or Policy Set Behaviors that write an event log entry.
Interaction Optimizer	Agent can bid on schedules	Allows users to bid on preferred schedules in Interaction Desktop.
	Agent can see rank	Allows agents to view their ranking of potential schedules in order of most to least-desired. Agents can view the details about how the bid was ranked in the Bid Information section in Interaction Desktop. When enabled, agents can see the initial part of their rank string, such as “Your rank is 22 for this bid.”
	Agent can see relative rank	Allows agents to view their ranking of potential schedules compared to other agents' rankings. Agents can view the details about how their bids were ranked compared to other agents' bids in the Bid Information section in Interaction Desktop. When enabled, agents can see the second part of their rank string, such as “Your rank is 22 out of 45 for this bid.” vs. "Your rank is 22 for this bid.”
	Agent can specify schedule preferences	Allows users to set schedule preferences in Interaction Desktop.
	Agent can submit time off	Allows users to submit requests for time off.
	Can create activity codes	Allows users to add activity codes.
	Can create day classifications	Allows users to add day classifications.
	Can create scheduling units	Allows users to create scheduling units.
	Can delete activity codes	Allows users to delete activity codes.
	Can delete day classifications	Allows users to delete day classifications.
	Can delete scheduling units	Allows users to delete scheduling units.
	Can create scheduling units	Allows users to create scheduling units.
	Can modify activity codes	Allows users to edit activity codes.
	Can modify activity type mapping	Allows users to edit activity type mappings.
	Can modify day classifications	Allows users to edit day classifications.
	Can view activity codes		Allows users to view activity codes.
	Can view activity type mapping		Allows users to view activity type mappings.
	Can view day classifications		Allows users to view day classifications.
Interaction Reporter	Interaction Report Administrator		Allows users to configure all features and functions in Interaction Reporter.
Recorder Policy	Create/Delete Questionnaire Directories		Create, modify, or delete Interaction Quality Manager Questionnaires directories and Questionnaire rankings.
	Interaction Recorder Policy Editor		Access the Interaction Recorder Policy Editor and configure and update Interaction Recorder Policies. The Interaction Recorder policies determine which interactions are recorded, and where the recordings are stored and archived. The Interaction Recorder policies also determine how long recordings are retained, and who can access, modify, and take actions for recordings within the system.
	Master Key Password Administrator		Create, change, or deactivate the Master Key Password that is used to protect the Master Key File and securely encrypt master key data. This security right requires the Master Key Password license (I3_FEATURE_RECORDER_MASTER_KEY_PASSWORD ) to be included in the IC Server license. The Master Key Password function is available on the Interaction Recorder Key Generation page. Important Note: PureConnect Customer Care cannot recover encrypted recordings if a master key password is lost.
	Override Finished Scorecards		Make additional answer and scoring changes for Interaction Quality Manager Questionnaire Scorecards that have already been finished in the system. Note: Overriding a finished scorecard can affect reports.
Tracker Policy	Add Individuals		Allows users to add individuals in Interaction Tracker.
	Add Organizations		Allows users to add organizations in Interaction Tracker.
	Delete Individuals		Allows users to delete individuals in Interaction Tracker.
	Delete Organization		Allows users to delete organizations in Interaction Tracker.
	Have Private Contacts		Allows users to designate an Interaction Tracker contact as private and prevent other users from viewing or using information for this contact.
	Modify Individuals		Allows users to change or update individuals in Interaction Tracker.
	Modify Interactions		Allows users to change or update interactions in Interaction Tracker.
	Modify Organizations		Allows users to change or update organizations in Interaction Tracker.
	Related Interactions Page		Allows users to view the page that shows related interactions in Interaction Tracker.
	Interaction Tracker Administrator		Gives users the rights to access all pages in Interaction Tracker.
	View Other People's Private Interactions		Allows users 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. Users can indicate that an interaction is "Private" to prevent other users from recording or listening to it.

User Category
Group	Name	Description
Alerting Rights	Email Alerts	Allows users to add alerts to email type actions in Interaction Supervisor. Users must also have the Alert Programming user right to add any type of alert.
	Handler Alerts	Allows users to add alerts to handler type actions in Interaction Supervisor. Users must also have the Alert Programming user right to add any type of alert.
	Memo Alerts	Allows users to add alerts to memo type actions in Interaction Supervisor. Users must also have the Alert Programming user right to add any type of alert.
Client Rights (in CIC clients)	Account Code Verification	Allows users to assign account codes to incoming and outgoing interactions. See also the View Account Codes access control right.
	Can Create Speed Dials	Allows users to create speed dial views.
	Conference Calls	Allows users to create conference calls. See also the Conference Rooms access control right.
	Customize Client	Allows users to customize configuration settings in the CIC clients. It also allows users to add view, however, the ability to display certain views may require additional access control rights.
	Force User Logout	Allows a user to log off another user. From the Workgroup Details view or the Workgroup Directory view in IC Business Manager/Interaction Supervisor, a user with this security right can log off another user from all CIC applications except for Interaction Administrator, Interaction Recorder Screen Capture Client, and Interaction Recorder Policy Editor. For example, if a user left for the day and forgot to log off, a supervisor with this security right can log off another user to release the licenses the user was consuming.
	Manage Client Templates	Allows users to create and edit configuration templates in Interaction Desktop and IC Business Manager.
	Mini-Mode	Allows users to run the Mini-Mode add-on to Interaction Desktop. Mini-mode provides a compact view and basic control of your interactions.
	MS Teams Directory	Allows users to add MS Teams directory view in the Interaction Connect.
	Monitor Columns	Allows users 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 Who can see and listen to recordings.
	Multiple Calls	Determines whether or not users are alerted when a new call arrives in the queue when already on a call. This only occurs on calls into lines that are marked "Allow Deferred Answer." If users do not have this right, or are already on a call and do not have call coverage set to forward calls when busy, then they are not alerted to the new call and it rolls to voicemail. This setting does not actually prevent multiple calls from being on a queue at the same time. It merely controls whether users are alerted or not. This setting applies only to My Interactions, not to calls to a logged-in station or default workstation.
	Orbit Queue	This security right allows a user to park a call on an orbit queue. An orbit queue is a numbered queue that holds a call until another user picks it up.
	Persistent Connections	Allows users the option of keeping remote telephone connected until you log off. Allows users to select Allow Persistent Connection when using a dynamic remote client connection with Interaction Connect or Interaction Desktop.
	Personal Rules	Allows users to set up Personal Rules or create a Quick Call rule. These rules automatically perform specific actions when triggered by certain interactions
	Problem Reporter	Allows users to use the Report a Problem option from the File menu in Interaction Desktop. This option allows users to send an email message containing problem information to a specified email recipient.
	Receive Voice mail	If users have this right, callers are sent to voice mail when in a DND status (Gone Home, Out of the Office, or some other "not available" status) or when not answering phone. If users don't have this right, callers are returned to the Interaction Attendant main menu.
	Response Management	Allows users to use Response Management to incorporate a stored response such as a standard greeting or their company's support website address in e-mail messages, chats, callback requests, or text message.
	Status Notes	Allows users to create a Status Note when they set Status details for themselves or other users. Status Notes provide additional details about status, for example, the date an agent expects to return after vacation.
	User-defined Telephone Number on Remote Login	Allows users to enter a new Remote Number when logging in to Interaction Connect or Interaction Desktop.
	Workgroup Queue Statistics	This security right allows a user to use the Workgroup Statistics view in the CIC clients.
	Workgroups/Profiles Tab	Allows users to display the Workgroup and Profiles view. This view lists workgroups and Attendant Profiles by name.
Handler Rights	Debug	Allows users to debug handlers published to the CIC server. This applies only to users who have the Interaction Designer program and who are authorized to update production handlers or create new handlers on the CIC server. If this check box is not selected, users who attempt to debug handlers from Interaction Designer will see an appropriate error message.
	Manage	Allows users to add or remove handlers published to the CIC server. A handler’s status can be managed by someone running the Interaction Designer program on a workstation and using the Manage Handlers command on the Tools menu. If this option is not selected, users who attempt to manage handlers from Interaction Designer will see an appropriate error message.
	Publish	Allows users to publish new or updated handlers on the CIC server. This applies only to users who have the Interaction Designer program and who are authorized to update production handlers or create new handlers on the CIC telephony server. If this check box is not selected, users who attempt to publish handlers from Interaction Designer will see an appropriate error message.
Interaction Command Rights - (Restricts which commands are visible in the CIC clients) Note: These rights control the buttons in the CIC clients.	Assistance	Displays the Assistance button.
	Coach	Displays the Coach button.
	Disconnect	Displays the Disconnect button.
	Hold	Displays the Hold button.
	Join	Displays the Join button.
	Listen	Displays the Listen button.
	Mute	Displays the Mute button.
	Park	Displays the Park button.
	Pause	Displays the Pause button.
	Pickup	Displays the Pickup button.
	Private	Displays the Private button.
	Record	Displays the Record button.
	Secure Input	Displays the Secure Input button.
	Secure Recording Pause	Displays the Secure Record button.
	Snip	Displays the Snip button. For more information, see the Interaction Recorder and Interaction Quality Manager Technical Reference in the PureConnect Documentation Library and Recording Generation.
	Transfer	Displays the Transfer button.
	Voicemail	Displays the Voicemail button.
My Interaction Rights	Coach Interactions	Allows users to coach interactions by adding themselves to other agents' interactions.
	Disconnect Interactions	Allows users to disconnect interactions using the CIC clients instead of hanging up the telephone.
	Initiate Secure Input Interactions	Allows users to initiate Secure Input to collect confidential information from a customer.
	Join Interactions	Allows users to join interactions, thus creating a conference call.
	Listen in on Interactions	Allows users to listen to calls. Both sides of a call can be heard.
	Mute Interactions	Allows users to disable the microphone on the telephone so that the other party or parties cannot hear what is being said during a call. It also enables users to reactivate the microphone.
	Park Interactions	Allows users to park calls on orbit. Note: Can only park calls appearing in My Interactions.
	Pause Interactions	Allows users to use the Pause button to control a recording session. The button can be clicked to pause the recording session. It can be clicked again to resume the recording session.
	Pickup Interactions	Allows users to pick up interactions.
	Private Interactions	Allows users to prevent other CIC client users from recording or listening to their conversation.
	Put Interactions on Hold	Allows users to place selected interactions on hold.
	Record Interactions	Allows users to record interactions. The recordings are stored in files.
	Request Assistance from Supervisors	Allows users to request assistance from supervisors.
	Secure Recording Pause Interactions	Allows users to Secure Pause a Recording to avoid recording sensitive information, such as Social Security numbers or credit card numbers, when recording interactions.
	Snip Interactions	Allows users to create snippet recordings of their own interactions. Note: If a user needs to create snippet recordings of another user's interactions, you must assign the appropriate access control rights. For more information, see Assign access control rights. For more information, see the Interaction Recorder and Interaction Quality Manager Technical Reference in the PureConnect Documentation Library and Recording Generation.
	Transfer Interactions	Allows users to transfer interactions.
	Transfer Interactions to Voicemail	Allows users to transfer calls to voicemail.
Remote Access Rights	Email Access via TUI	Allow users to participate in e-mail interactions through the Telephone User Interface (TUI).
	Fax Access via TUI	Allows users to participate in fax interactions through the Telephone User Interface (TUI).
	Mobile Office User	Allows users access to the Mobile Office feature.
	Outlook TUI User (Requires Mobile Office User)	Allows users access to Microsoft Outlook through the Telephone User Interface (TUI).
	Voicemail Access via TUI	Allows users to participate in voicemail interactions through the Telephone User Interface (TUI).
User Rights	Alert Programming	This right controls whether or not users can add, edit and remove alerts. When this right is assigned, context menus over statistic-based values in Supervisor provide the ability to add, edit and remove alerts. Without this right, users can only view alerts.
	Directory Administrator	Allows users to edit public directories that were created by other users.
	Follow Me	Allows users to call-forward multiple numbers, long distance numbers, and international numbers.
	Intercom Chat	Allows users to have intercom chats between other users on the same CIC server.
	IP Phone Provisioning Administrator	Allows users to provision IP phones in the Managed IP Phones container.
	Remote Control	Allows users to remotely run applications and utilities that are Notifier clients, for example, IC System Manager and Switchover Control Panel.
	Require Forced Authorization Code	Requires users logged into station phones to enter a code that authorizes toll number calls.
	TIFF Faxes	Allows users to use TIFF (Tag Image File Format) for faxes.
	Trace Configuration	Allows users to configure tracing using IC System Manager or IC Trace utility.
	Video	Reserved for future use.
	View Interaction Details	Allows users to use Interaction Details view in the Interaction Tracker category. This view allows Interaction Supervisor users to search for interactions and examine the details.
Widgets Configuration Master	Widgets Configuration Master	Allows users to create widget and configure every widget property in the Interaction Connect Widgets view. Allows an administrator to enable and configure inbound file transfers from website visitors using the Web Chat widget to Interaction Connect users.

Click Close to return to the Security page
Click Apply to save changes to the configuration.

Example

If a user needs security rights to join interactions creating conference calls, do the following:

Select "User" from the Category drop-down list.
Under the "Interaction Command" security rights, select the check box in the Has Right column for Join to display/enable the Join button in Interaction Connect and Interaction Desktop.
Under "My Interactions" security rights, select the check box in the Has Right column for Join Interactions.
Click Close.

To assign the same rights to the default user, role, or workgroup, follow the same procedure.

Assign security rights

Example

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