Feedback

  • Contents
 

Workgroup: Access Control Rights Field Descriptions

This topic contains the descriptions for each access control right in each category in the Access Control Rights details view under the View Workgroups master view.  

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

The Home page of the Administrative rights includes the following categories:

The following tables show the available administrator access control groups and the associated descriptions, by category:   

User Management Category

Group

Name

Description

Account Codes

View

Determines which account codes can be viewed in the CIC client dialog boxes. To assign account codes to incoming and outgoing calls the Account Code Verification security right must be assigned in addition to this access control right.

Client Buttons

View

Determines which custom buttons can be viewed on the Queue Control toolbar in the CIC client.

Directory Status Columns

View

Determines which status columns can be added to a directory view.  These status columns include: Activated, Forward Number, Logged In, Notes, On Phone, Status, Status Summary, Time in Status, and Until.

Queue Columns

View

Determines which various queue columns in user, station, orbit or workgroup queues can be viewed.

Skills

View

Determines which IPA skills can be viewed and filtered in Process Designer.

Users

Change Status

Determines which users' status can be changed.

View History

Determines which users' status history can be viewed.

Workgroups

View

Determines which workgroup directories can be viewed.

View Statistics

CIC clients: View workgroups in the Workgroup Statistics view.

Interaction Supervisor: View and select workgroup statistics.  

Queues Category

Group

Name

Description

Line Queues

View

Determines which line queues can be viewed.

Coach

Determines which line queue's interactions can be coached.

Disconnect

Determines which line queue's interactions can be disconnected.

Pickup

Determines which line queue's interactions can be picked up.

Transfer

Determines which line queue's interactions can be transfer.

Join

Determines which line queue's interactions can be joined.

Listen

Determines which line queue's interactions can be listened.

Record

Determines which line queue's interactions can be recorded.

Station Queues

View

Determines which station queues interactions can be viewed.

Search

Determines which station queues can be transfer targets in the Transfer dialog box.

Disconnect

Determines which station queue's interactions can be disconnected.

Hold

Determines which station queue's interactions can be held.

Mute

Determines which station queue's interactions can be muted.

Pickup

Determines which station queue's interactions can be picked up.

Transfer

Determines which station queue's interactions can be transferred.

Coach

Determines which station queue's interactions can be coached.

Join

Determines which station queue's interactions can be joined.

Listen

Determines which station queue's interactions can be listened.

Record

Determines which station queue's interactions can be recorded.

User Queues

View

Determines which user queues can be viewed.

Statistics

Determines which user queues' statistics can be viewed.

Disconnect

Determines which user queue's interactions can be disconnected.

Hold

Determines which user queue's interactions can be held.

Mute

Determines which user queue's interactions can be muted.

Pickup

Determines which user queue's interactions can be picked up.

Transfer

Determines which user queue's interactions can be transferred.

Coach

Determines which user queue's interactions can be coached.

Join

Determines which user queue's interactions can be joined.

Listen

Determines which user queue's interactions can be listened.

Record

Determines which user queue's interactions can be recorded.

Workgroup Queues

View

Determines which workgroup queues can be viewed.

Note: The View Workgroup Queue rights are used as a filter for which workgroups are exposed to a user, when the user is using the Telephone User Interface (TUI) to send or forward voice mail and email messages.

Search

Determines which workgroup queues can be transfer targets in the Transfer dialog box.

Activate Others

Determines which workgroup queue's members can activate themselves.

Activate Self

Determines which workgroup queue's members can activate others.

Disconnect

Determines which workgroup queue's interactions can be disconnected.

Pickup

Determines which workgroup queue's interactions can be picked up.

Transfer

Determines which workgroup queue's interactions can be transferred

Coach

Determines which workgroup queue's interactions can be coached.

Join

Determines which workgroup queue's interactions can be joined.

Listen

Determines which workgroup queue's interactions can be listen.

Record

Determines which workgroup queue's interactions can be recorded.

Hardware Category

Group

Name

Description

Stations

Login

Determines which stations can be logged in.

Station Groups

View

Determines which station groups can be viewed.

Search

Determines which station groups can be transfer targets in the Transfer dialog box.

Application Category

Group

Name

Description

Interaction Feedback Surveys

View

Determines which Interaction Feedback surveys can be viewed.

Modify

Determines which Interaction Feedback surveys can be modified.

Interaction Process Automation Processes

Note: In addition to these rights, the following Interaction Process Automation rules apply:

* If a user is the originator of a process, view rights for that process are implied.

* If a user is the owner of a process, launch, view, and modify rights are implied.

View

Determines what processes in Process Monitor and Interaction Desktop can be searched for and viewed.

Manage

Determines which processed can be searched, canceled, and retried in Process Monitor.

Launch

Determines which processes can be launched in Interaction Desktop. Note: A process must be published before it can be launched.

Interaction Optimizer

Manage

Determines if the Interaction Optimizer Administration Module in the Interaction Center Business Manager (ICBM) application is accessible.

Interaction Optimizer Scheduling Units

view

Determines which Optimizer scheduling units can be viewed.

Interaction Conference Rooms

View

Determines if a conference room is available for creating conferences.  

Conference rooms (defined telephone phone numbers/stations for use in Interaction Conference) can be restricted without this right. Without this right, users can still call into the room if they have a pin, but they can’t make conferences that use it. By default, everyone who has access to Interaction Conference can use every room defined in CIC.

Interaction Dialer Campaigns

View

Determines which campaigns can be viewed.

Modify

Determines which campaigns can be modified.

View Automatic Time Zone Mapping

Determines which campaign time zone configuration can be viewed.

Modify automatic Time Zone Mapping

Determines which campaign time zone configuration can be modified.

View Agentless Calling Mode

Determines which campaign calling mode configuration can be viewed.

Modify Agentless Calling Mode

Determines which campaign calling mode configuration can be modified.

View Line Settings

Determines which campaign line setting configuration can be viewed.

Modify Line Settings

Determines which campaign line setting configuration can be modified.

View Max Lines Per Campaign

Determines if the maximum number of campaign lines can be viewed.

Modify Max Lines Per Campaign

Determines if the maximum number of campaign lines can be modified.

View Statuses

Determines which campaign statuses can be viewed.

Modify Statuses

Determines which campaign statuses can be modified.

Interaction Dialer Rule Sets

View Custom Handler

Determines which rule actions custom handlers can be viewed.

 

Modify Custom Handler

Determines which rule actions custom handlers can be modified.

 

View Event Log

Determines which rule actions event logs can be viewed.
 

Modify Event Log

Determines which rule actions even logs can be modified.

Interaction Recorder Questionnaires

View

Determines which Questionnaire directories are available from the drop-down list in the Interaction Recorder Questionnaire container. If available from the list, a recording can be scored with that Questionnaire.

Modify

Determines which Questionnaires can be modified.

Interaction Attendant Profiles Category

Group

Name

Description

Interaction Attendant Email Profiles

View

Determines which Interaction Attendant email profiles can be viewed. Users who can view a profile have a lock on the profile icon. A tooltip is displayed over the icon explaining why the profile is locked.

Search

Determines which Interaction Attendant email profiles are available in the "Transfer to" dialog box. Users who can view a profile have a lock on the profile icon. A tooltip is displayed over the icon explaining why the profile is locked.

Modify

Determines which Interaction Attendant email profiles can be modified. Users who can modify a profile can acquire a lock and edit/publish it.

Interaction Attendant Inbound Profiles

View

Determines which Interaction Attendant inbound profiles can be viewed. Users who can view a profile have a lock on the profile icon. A tooltip is displayed over the icon explaining why the profile is locked.

Search

Determines which Interaction Attendant inbound profiles are available in the "Transfer to" dialog box. Users who can view a profile have a lock on the profile icon. A tooltip is displayed over the icon explaining why the profile is locked.

Modify

Determines which Interaction Attendant inbound profiles can be modified. Users who can modify a profile can acquire a lock and edit/publish it.

Interaction Attendant Operator Profiles

View

Determines which Interaction Attendant operator profiles can be viewed. Users who can view a profile have a lock on the profile icon. A tooltip is displayed over the icon explaining why the profile is locked.

Search

Determines which Interaction Attendant operator profiles are available in the "Transfer to" dialog box. Users who can view a profile have a lock on the profile icon. A tooltip is displayed over the icon explaining why the profile is locked.

Modify

Determines which Interaction Attendant operator profiles can be modified. Users who can modify a profile can acquire a lock and edit/publish it.

Interaction Attendant Outbound Profiles

View

Determines which Interaction Attendant outbound profiles can be viewed. Users who can view a profile have a lock on the profile icon. A tooltip is displayed over the icon explaining why the profile is locked.

Search

Determines which Interaction Attendant outbound profiles are available in the "Transfer to" dialog box. Users who can view a profile have a lock on the profile icon. A tooltip is displayed over the icon explaining why the profile is locked.

Modify

Determines which Interaction Attendant outbound profiles can be modified. Users who can modify a profile can acquire a lock and edit/publish it.

System Category

Group

Name

Description

General Directories

View

Determines which general directories can viewed.

IC Data Sources

View

Determines which data sources the user can configure and reference in database actions in Interaction Process Automation.

Interaction Reporter Reports

View

Determines which Interaction Reporter reports can be generated.

Layouts

View

Determines which layouts the user can view.

Misc Items

View

Allows a user to log in on behalf of another user.

Phone Number - Classifications

View

Determines which phone number classifications can be accessed, such as Blocked or Long Distance.

Follow-me

Determines which phone number classifications can be used as follow-me numbers.

Forward

Determines which phone number classifications can be used as forwarding numbers.

TUI

Determines which phone number classifications can be used as forward numbers available through the menu when logged into voice mail. This access right prevents toll-fraud through the TUI.

Plug-ins

View

Determines which plug-ins can be added.

Positions

View

Determines which floor plan images (positions) the user can use in Interaction Supervisor iPAD Edition.  

Response Management

View

Allows access to chat features.

Status Messages

View

Determines which statuses can be selected from the My Status drop-down list or from the Set Status list when changing another user's status.

e-FAQs

View

Determines if e-FAQ configuration can be viewed.

Related Topics

Workgroup: Access Control Rights

Workgroup: Members Field Descriptions

Workgroup: Members Field Descriptions

Workgroup: ACD Field Descriptions

Workgroup: Administrative Rights Field Descriptions

Workgroup: Security Rights Field Descriptions

Workgroup: Advanced Field Descriptions