Contents

Workgroup: Security Rights Field Descriptions

This topic contains the descriptions for each security right in each category in the Security 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:

Overview (all security rights)
User Management
Applications

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

User Management 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 Programminguser right to add any type of alert.
Interaction Client	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.
	Client Templates	Allows users to create and edit configuration templates for the CIC clients.
	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.
	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.
	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.
	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 voice mail. 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	Allows users to park a call on orbit.
	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.
	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 Problem Reporter option from the File menu in the CIC clients. 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. See Dynamic Remote Client Connections.
	Workgroup Statistics	Allows users to enter a new Remote Number when logging in.
	Workgroups Profiles Tab	Allows users to display the Workgroup and Profiles view. This view lists workgroups and Attendant Profiles by name.
Handlers	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 telephony 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 Commands - (Restricts which commands are visible in a CIC Client)	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.
	Transfer	Displays the Transfer button.
	Voicemail	Displays the Voicemail button.
My Interactions	Coach Interactions	Allows users to coach interactions by adding themselves to other agents' interactions.
	Disconnect Interactions	Allows users to disconnect interactions using a CIC Client 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 securely pause a recording to avoid recording sensitive information, such as Social Security numbers or credit card numbers, when recording interactions.
	Transfer Interactions	Allows users to transfer interactions.
	Transfer Interactions to Voicemail	Allows users to transfer calls to voice mail.
Remote Access	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 voice mail interactions through the Telephone User Interface (TUI).
User	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 usera 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.

Application Category
Group	Name	Description
Interaction Reporter	Interaction Reporter administrator	Allows users to configure all features and functions in Interaction Reporter.
Interaction Conference	Create and Modify All Conferences	Allows users to create conferences and to modify all conferences regardless of creator.
Interaction Conference	Create and Modify Conferences	Allows users to create conferences, but to modify only those conferences they created.
Interaction Tracker	Add Individuals	Allows users to add individuals in Interaction Tracker Client.
	Add Organizations	Allows users to add organizations in Interaction Tracker Client.
	Delete Individuals	Allows users to delete individuals in Interaction Tracker Client.
	Delete Organization	Allows users to delete organizations in Interaction Tracker Client.
	Have Private Contacts	Allows users to create contacts that cannot be viewed by others.
	Interaction Tracker Administrator	Gives users the rights to access all pages in Interaction Tracker Client.
	Modify Individuals	Allows users to change or update individuals in Interaction Tracker Client.
	Modify Interactions	Allows users to change or update interactions in Interaction Tracker Client.
	Modify Organizations	Allows users to change or update organizations in Interaction Tracker Client.
	Related Interactions Page	Allows users to view the page that shows related interactions in Interaction Tracker Client.
	View Other People's Private Interactions	Allows users to view private interactions of other users in Interaction Tracker Client.
Interaction Dialer	Logon Campaign	Allows users to log in to a campaign.
	Modify General	Allows users to modify the general campaign settings page.
	View General	Allows users to view the general campaign settings page.
	Modify Preview Call Behavior	Allows users to modify the preview call behavior on the miscellaneous campaign configuration page.
	View Preview Call Behavior	Allows users to view the preview call behavior on the miscellaneous campaign configuration page.
	Modify Outbound Servers	Allows users to modify the outbound server settings on the campaign configuration page.
	View Outbound Servers	Allows users to view the outbound server settings on the campaign configuration page.
	Modify Change Auditing	Allows users to modify the auditing behavior on the miscellaneous campaign configuration page.
	View Change Auditing	Allows users to view the auditing behavior on the miscellaneous campaign configuration page.
	Modify Phone Number Types	Allows users to modify the phone number types on the phone number types page in campaign configuration.
	View Phone Number Types	Allows users to view the phone number types on the phone number types page in campaign configuration.
	Modify HTTP Server	Allows users to modify the campaign server settings.
	View HTTP Server	Allows users to view the campaign server settings.
	View/Modify Campaign Agentless Calling Type	Determines whether users can select Agentless dialing mode when setting the Calling mode for a Campaign.
	View/Modify Campaign Automatic Zone Mapping	Grants right to check "Automatically map time zones and all child options in a Campaign object. Without this right, options are disabled.
	View/Modify Line Settings	Set options in the Dialer Line Information group box for a Campaign. These options configure Dialer to adhere strictly to CIC's Dial Plan or to use one specific line group for campaign calls.
	View/Modify Campaign Maximum Lines	Determines whether the Maximum Lines per Campaign setting on the Basic Configuration tab of a Campaign is enabled or not.
	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 Database 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.
	View/Modify Event Log	Grants right to configure Rule Set Actions or Policy Set Behaviors that write an event log entry.
	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.
	View/Modify Campaign 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 disabled.
	Lock policy sets	Enables the user to lock a Dialer policy object, which prevents 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.
Interaction Optimizer	Allow agent preferences	Allows users to bid on preferred schedules in Interaction Desktop.
	Allow agent to do schedule bidding	Allows user to set or his her schedule preferences in Interaction Desktop.
	Allow agent to see their rank	Allows user to view the ranking of the user's potential schedules in order from most desired to least desired. For example, "Your rank is 22."
	Allow agent to see their relative rank	Allows user to view the relative ranking of the user's potential schedules as compared to other agents' rankings. For example, "Your rank is 22 out of 45 for this bid."
	Delete scheduling units	Allows user to delete scheduling units.
	Create scheduling units	Allows user to add scheduling units.
	Can view Optimizer Day Classifications	Allows user to view day classifications in Optimizer.
	Can modify Optimizer Day Classifications	Allows user to edit day classifications in Optimizer.
	Can create Optimizer Day Classifications	Allows user to add day classifications in Optimizer.
	Can delete Optimizer Day Classifications	Allows user to delete day classifications in Optimizer.
	Can View Activity Codes	Allows user to view activity codes.
	Can Modify Activity Codes	Allows user to edit activity codes.
	Can Delete Activity Codes	Allows user to delete activity codes.
	Can View Activity Type Mapping	Allows user to view activity type mappings.
	Can submit time off	Allows user to request time off.
Interaction Recorder Policy	Create and delete questionnaire directories and modify rankings	Allows users to create or delete questionnaire directories, and also create or delete rankings.
	Policy Editor	Allows users to access Policy Editor in Interaction Recorder Client.
	Override finished scorecards	Allows user to make additional answer and scoring changes for Interaction Quality Manager Questionnaire Scorecards that have already been finished in the system and that are already available to Historical Reporting. Note: Overriding a finished scorecard can affect reports.
Interaction Tracker	Add individuals	Allows user to add individuals in Interaction Tracker.
	Add organizations	Allows user to add organization in Interaction Tracker.
	Delete individuals	Allows user to delete individuals in Interaction Tracker.
	Have private contacts	Allows user to have private contacts in Interaction Tracker.
	Interaction Tracker administrator	Allows user to access and configure all of the features and functions in Interaction Tracker.
	Modify individuals	Allows user to edit individuals in Interaction Tracker.
	Modify interactions	Allows user to edit interactions in Interaction Tracker.
	Modify organizations	Allows user to edit organizations in Interaction Tracker.
	Related Interactions page	Allows user to view the Related Interactions page in Interaction Tracker.
	View other people's private Interactions	Allows user to view interactions that other users have designated as "private." The user sees these interaction in the Related Items view and in the Find Interaction dialog box. Users designate interactions as "private" to prevent other users from recording or listening to them.