Contents

Assign access control 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 access control rights

In the Security page, click Access Control.
The Access Control dialog box appears. The categories of rights that appear depend on the CIC products that you have installed. You can locate rights by selecting a category or by using the Search box.
Select the rights to assign. You can assign specific rights within a group, or assign *[All] rights in a group. The following tables show the available access control groups, the rights, and the associated descriptions, by category.

Application Category
Group	Name	Description
Feedback Surveys	View	Determines which Interaction Feedback surveys and survey results the user can view.
Feedback Surveys	Modify	Determines which Interaction Feedback survey definitions can be modified. Note: Select this right for the user if the user needs to be able to enable the survey.
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.
Recorder Questionnaires	Modify	Determines which questionnaire directories can be modified. Users can create and delete questionnaires within the directory.

Attendant Profiles Category
Group	Name	Description
Email Profiles	View	Determines which Interaction Attendant email profiles can be viewed.
	Search	Determines which Interaction Attendant email profiles are available in the Transfer to dialog box.
	Modify	Determines which Interaction Attendant email profiles can be modified. Users who can modify a profile can acquire a lock and edit or publish it.
Inbound Profiles	View	Determines which Interaction Attendant inbound profiles can be viewed.
	Search	Determines which Interaction Attendant inbound profiles are available in the Transfer to dialog box.
	Modify	Determines which Interaction Attendant inbound profiles can be modified. Users who can modify a profile can acquire a lock and edit or publish it.
Operator Profiles	View	Determines which Interaction Attendant operator profiles can be viewed.
	Search	Determines which Interaction Attendant operator profiles are available in the Transfer to dialog box.
	Modify	Determines which Interaction Attendant operator profiles can be modified. Users who can modify a profile can acquire a lock and edit or publish it.
Outbound Profiles	View	Determines which Interaction Attendant outbound profiles can be viewed.
	Search	Determines which Interaction Attendant outbound profiles are available in the Transfer to dialog box.
	Modify	Determines which Interaction Attendant outbound profiles can be modified. Users who can modify a profile can acquire a lock and edit or publish it.

Interaction Conference Category

Group

Name

Description

Conference Rooms

Restrict

Determines if a conference room is available for creating conferences.

A conference room is a set of telephone phone numbers or stations that are designated as a conference room in Interaction Conference. If you assign the Restricted right to a conference room, then users cannot make new conferences that use the conference room. Users can still call into the conference room if they have a PIN.

By default, every user who has access to Interaction Conference can use every conference room that is defined in CIC.

Interaction Dialer Category
Group	Name	Description
Campaigns	View	Determines which campaigns can be viewed in Interaction Dialer Manager.
Campaigns	Modify	Determines which campaigns can be managed in Interaction Dialer Manager.

Interaction Optimizer Category
Group	Name	Description
Agent Groups	View	Determines which agent groups in Interaction Center Business Manager (ICBM) can be viewed.
	Modify	Determines which agent groups in ICBM can be modified.
	Create	Determines if user can create agent groups in ICBM.
	Delete	Determines if user can delete agent groups in ICBM.
Forecasts	View	Determines which forecasts in Interaction Center Business Manager (ICBM) can be viewed.
	Modify	Determines which forecasts in Interaction Center Business Manager (ICBM) can be modified.
	Create	Determines which forecasts in Interaction Center Business Manager (ICBM) can be created.
	Delete	Determines which forecasts in Interaction Center Business Manager (ICBM) can be deleted.
Interaction Optimizer Master Administrator	Has Right	Allows access to all Interaction Optimizer-related activities in IC Business Manager. Requires the RTA view right.
Intraday Monitoring	View	Allows access to view Intraday Monitoring configuration in ICBM.
Real-time Adherence (RTA)	View	Allows access to view RTA configuration in ICBM. Required for the Interaction Optimizer Master Administrator right.
Real-time Adherence (RTA)	Modify	Allows access to modify RTA configuration in ICBM.
Schedule Preferences	View	Allows access to the Schedule Preferences configuration in ICBM.
Schedules	View	Allows access to view schedules in ICBM. This includes weekly schedules and schedule bids.
	Modify	Allows access to modify schedules in ICBM. This includes weekly schedules and schedule bids.
	Create	Allows access to create schedules in ICBM. This includes weekly schedules and schedule bids.
	Delete	Allows access to delete schedules in ICBM. This includes weekly schedules and schedule bids.
Scheduling Unit Configuration	View	Allows access to view scheduling units.
Scheduling Unit Configuration	Modify	Allows access to modify scheduling units. See Security Rights for rights to create or delete scheduling units.
Shift Rotations	View	Allows access to view shift rotations.
	Modify	Allows access to modify shift rotations.
	Create	Allows access to create shift rotations.
	Delete	Allows access to delete shift rotations.
Shifts	View	Allows access to view shifts in ICBM.
	Modify	Allows access to modify shifts in ICBM.
	Create	Allows access to create shifts in ICBM.
	Delete	Allows access to delete shifts in ICBM.
Time off requests	View	Allows access to view time-off requests.
	Modify	Allows access to modify time-off requests.
	Delete	Allows access to delete time-off requests.
	Create	Allows access to create time-off requests.

Interaction Process Automation Category
Group	Name	Description
Processes	View	Determines what processes in Process Monitor and the CIC clients 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 from the CIC clients. Note: A process must be published before it can be launched.

People Category
Group	Name	Description
Account Codes	View	Determines which account codes the user can view 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 used on the Queue Control toolbar in the CIC clients.
Directory Status Columns	View	Determines which status columns the user can add 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 queue columns the user can view in user, station, orbit, or workgroup queues. For more information, see Who can see and listen to recordings.
Queue Columns	Substitute	Determines which interaction attributes the user can use in a response macro. For more information, see the help for the CIC clients.
Skills	View	Determines which skills the user to can use design processes that transfer interactions to workgroups. For more information, see the Interaction Process Automation help.
Workgroups	View	Determines how the user can work with workgroups in the CIC clients.
Workgroups	Statistics	CIC clients: View workgroups in the Workgroup Statistics view. Interaction Supervisor: View and select workgroup statistics.

Queues Category(see note)
Group	Name	Description
Line Queues	Modify	Allows pickup, transfer, and disconnect of call interactions on a line queue.(see note)
	Monitor	Allows coach, join, listen, and record of call interactions on a line queue.(see note)
	View	Determines which line queues can be viewed.
Station Queues	Modify	Allows disconnect, hold, mute, Pickup, or transfer of call interactions on a station queue. (see note)
	Monitor	Allows coach, join, listen, or record of call interactions on a station queue.(see note)
	View	Determines which station queues can be viewed.
	Search	Determines which station queues can be transfer targets in the Transfer dialog box.
User Queues	Modify	Allows disconnect, hold, mute, pickup, or transfer of interactions on a user queue.(see note)
	Monitor	Allows coach, join, listen, or record of interactions in a user queue.(see note)
	View	Determines which user queues can be viewed. See also Configure the visibility of user data in reports
	Statistics	Determines which user queues' statistics can be viewed.
Workgroup Queues	Modify	Allows disconnect, hold, mute, pickup, or transfer of interactions on a workgroup queue.(see note)
	Monitor	Allows coach, join, listen, or record of interactions on a workgroup queue.(see note)
	View	Determines which workgroup queues can be viewed. Note: The View Workgroup Queue rights filter 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.

Note: The Advanced Access Details button is enabled when you select a line, station, user, or workgroup queue. Click this button to select or de-select a subset of queue rights or individual rights.

Example 1: For a person, you can select the ability to preview interactions.

Example 2: For a queue, you can give a user the ability to snip other users' interactions. For more information on snipping interactions, see the Interaction Recorder and Interaction Quality Manager Technical Reference in the PureConnect Documentation Library and Recording Generation.

Server Category
Group	Name	Description
Station Groups	View	Determines which station groups can be viewed.
Station Groups	Search	Determines which station groups can be transfer targets in the Transfer dialog box.

Station Logon Category
Group	Name	Description
Stations	Login	Determines which stations can be logged in.

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.
Positions	View	Determines which floor plan images (positions) the user can use in Interaction Supervisor iPAD Edition.
Plugins	View	Determines which plug-ins can be added.
Response Management	View	Allows access to chat features.
Status Messages	View	Determines which statuses can be selected from the My Status list or from the Set Status list when changing another user's status.
e-FAQ's	View	Determines which eFAQs and eFAQ controls agents can see.

User Category
Group	Name	Description
Users	View History	Determines whose interactions can appear in the Interaction Tracker Related Items view in the CIC clients.
Users	Change Status	Determines which users' status can be changed..

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

Example

If an administrator user needs access control rights to view all general directories, do the following:

From the Category list, select System.
Under the General Directories access control, select the *[All] check box in the View column.
Click Close.

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

Caution: It is strongly recommend not to select the *[All] check box for the default user, since it would give every user access control to these categories minimizing phone system security. This could also significantly impact system performance on sites with large numbers of users (that is, more than 1,000 users). It is further recommend to limit the number of users who have access control to *[All] user and station queues, as those items generate the most traffic in large implementations.