Show Hide

 

Feedback

  • Contents
 

IC Security Rights

Security rights manage the functionality offered by client applications, such as buttons for recording, listening, and coaching.

  1. In Interaction Administrator, security rights are assigned from the Security tab of a configuration record, after clicking the Security Rights button.

  2. The Security Rights dialog appears. Security rights can be viewed by two categories: Application and User. Categories are subdivided into groups of related settings.

    By default, <All> categories is selected to display security rights in both categories. You can optionally locate rights by typing in the Search box.

  3. After referring to the table below, check the box for each security right you wish to assign. Rights that apply to Interaction Supervisor users are marked with a star ().

    Application category

    Group

    Name

    Description

    Interaction Conference Policy

    Create and Modify All Conferences

    Permits the user to create conferences and modify all conferences.

    I3_ATTR_RIGHT_INTERACTION_CONFERENCE_ALL

    Create and Modify Conferences

    Permit the user to create conferences, and modify conferences he or she has created.

    I3_ATTR_RIGHT_INTERACTION_CONFERENCE_OWNED

    Optimizer

    Allow Agent Preferences

    Governs whether agents can set their schedule preferences in Interaction Desktop. See "Working with Schedule Preferences" in the help for that application.

    I3_ATTR_RIGHT_OPTIMIZER_AGENT_PREFERENCES

    Recorder Policy

    Create/Delete Questionnaire Directories and Modify Rankings

    Grant this right to users who administer Interaction Recorder Questionnaires. It allows the user to create or delete questionnaire directories and also to create, change, or delete rankings.

    I3_ATTR_IR_CAN_CREATE_QDIRECTORIES

    Interaction Recorder Policy Editor

    Allow the user to use the Interaction Recorder Policy Editor in the Interaction Recorder Client.

    I3_ATTR_IR_CAN_USE_IRSELECTOR

    Override Finished Scorecards

    This right allows the user to modify finished scorecards for questionnaires in questionnaire directories that the user has at least the View right for.

    Once the scoring user clicks "Finish" on the scoring dialog, a scorecard is considered to be finished. Once a scorecard is finished, it cannot normally be changed, since that could affect reports that use the scorecard.

    This right provides the capability to change a Finished scorecard, potentially affecting reports.

    I3_ATTR_IR_CAN_OVERRIDE_FINISHED_QFORM

    Tracker Policy

    Add Individuals

    User rights to add individuals in the Tracker Client.

    I3_ATTR_INTX_ADD_INDIVIDUALS

    Add Organizations

    User rights to add organizations in the Tracker Client.

    I3_ATTR_INTX_ADD_ORGANIZATIONS

    Delete Individuals

    User rights to delete individuals in the Tracker Client.

    I3_ATTR_INTX_DELETE_INDIVIDUALS

    Delete Organizations

    User rights to delete Organizations in the Tracker Client.

    I3_ATTR_INTX_DELETE_ORGANIZATIONS

    Execute long-running queries

    User rights to execute long-running queries in the Tracker Client.

    I3_ATTR_INTX_EXECUTE_LONG_RUNNING_QUERIES

    Have Private Contacts

    User rights to create private contacts in the Tracker Client.

    I3_ATTR_INTX_ADD_PRIVATE_INDIVIDUALS

    Modify Individuals

    User rights to modify individuals in the Tracker Client.

    I3_ATTR_INTX_MODIFY_INDIVIDUALS

    Modify Organizations

    User rights to modify organizations in the Tracker Client.

    I3_ATTR_INTX_MODIFY_ORGANIZATIONS

    Related Interactions Page

    User access to "Related Interactions" in the Interaction Tracker Client.

    I3_ATTR_INTX_ALLOW_RELATED_INTERACTIONS_PAGE

    Tracker Administrator

    User administrator rights in the Tracker Client.

    I3_ATTR_INTX_TRACKER_ADMIN

    View Other People's Private Interactions

    User rights to view other people's private interactions in the Tracker Client.

    I3_ATTR_INTX_VIEW_PRIVATE_INTERACTIONS

    User category

    Group

    Name

    Description

    Alerting Rights

    E-mail Alerts

    When this right and the Alert Programming user right are assigned, the user can set up an e-mail action in response to the alert.

    Users who have the Alert Programming right but no Alerting rights can display a special font or set colored LED alerts. If an Alerting right is revoked after the user has defined an alert, all currently existing alerts will not be modified by the system.

    I3_ATTR_RIGHT_ALERT_EMAIL

    Handler Alerts

    When this right and the Alert Programming user right are assigned, the user can invoke a handler in response to the alert.

    Users who have the Alert Programming right but no Alerting rights can display a special font or set colored LED alerts. If an Alerting right is revoked after the user has defined an alert, all currently existing alerts will not be modified by the system.

    I3_ATTR_RIGHT_ALERT_HANDLERS

    Memo Alerts

    When this right and the Alert Programming user right are assigned, the user can send a client memo in response to the alert.

    Users who have the Alert Programming right but no Alerting rights can display a special font or set colored LED alerts. If an Alerting right is revoked after the user has defined an alert, all currently existing alerts will not be modified by the system.

    I3_ATTR_RIGHT_ALERT_MEMO

    Client Rights

    Account Code Verification

    Allows user access to account codes and assign them to incoming and outgoing calls.

    I3_ATTR_ACCT_CODE_REQUIRED

    Conference Calls

    Allows user to create a conference call.

    I3_ATTR_RIGHT_CONFERNCE_CALLS

    Customize Client

    Allow users to customize the settings in their CIC clients.

    I3_ATTR_RIGHT_CUSTOMIZE_CLIENT

    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.

    Monitor Columns

    Allows a user to view the "Lstns" column, and the "Recs" column.

    I3_ATTR_OPTION_SHOW_MONITOR_COLS

    Multiple Calls

    This right determines whether or not handlers will present a new call to a user who is already on a call. This behavior only occurs on calls into lines that are marked "Allow Deferred Answer". The right applies to any call to a user in the following situation:

    If a user is already on a call, the user does not have call coverage set to forward calls when busy, and the right "Allow Multiple Calls" is not set, the call will not alert the user and the call will roll to voicemail.

    This setting does not actually prevent multiple calls from being on the user's queue at the same time. It merely controls if the call alerts the user or not in the above situation. Also, it applies to call on the user queue only, not calls to a logged-in station or default workstation.

    I3_ATTR_RIGHT_ALLOW_MULTIPLE_CALLS

    Orbit Queue

    Allows a user to place objects in Orbit Queue. This places the call on hold and removes it from the user's station. Depending on the hold behavior the CIC administrator configures, callers "in orbit" hear a combination of music and messages. To a caller, there is no difference between being on hold or in orbit.

    I3_ATTR_RIGHT_ORBIT_QUEUE

    Persistent Connections

    Gives a user the right to start a remote CIC client with the persistent option.

    I3_ATTR_RIGHT_PERSISTENT_CONNECTION

    Personal Rules

    Allows access to Personal Rules from the CIC clients.

    I3_ATTR_RIGHT_AGENT_RULES

    Receive Voicemail

    Allows callers to record voicemail messages for this user.

    If you have this right, callers are sent to voicemail when you are in a DND status (Gone Home, Out of the Office, or some other "not available" status) or when you do not answer your phone.

    If you do not have this right, callers are returned to the Interaction Attendant main menu.

    I3_ATTR_RIGHT_ALLOW_CALLER_VOICE_MAIL_RECORDING

    Response Management

    Permits use of the Response Management feature in the client applications, allowing the user to respond to chats, e-mails, and callbacks using stored responses instead of having to type the same information repeatedly.

    Note:

    Both Interaction Connect and Interaction Desktop support Response Management.

    I3_ATTR_RIGHT_RESPONSE_MANAGEMENT

    Speed Dials

    Allows user to create a Speed Dial page in the CIC clients.

    I3_ATTR_RIGHT_SPEED_DIALS

    Status Notes

    Allows user to set Status Notes (supplemental information on a user's status).

    If a Supervisor user does not have this right, the "Status Notes" text box is hidden in the Change User Status dialog.

    I3_ATTR_RIGHT_STATUS_NOTES

    User-defined Telephone Number on Remote Login

    Allow the remote user to enter a new number in the logon dialog box.

    I3_ATTR_RIGHT_ALLOW_TN_CHANGE_AT_LOGIN

    Workgroup Queue Statistics

    Allow access to the Workgroup Statistics view in Interaction Connect and Interaction Desktop.

    I3_ATTR_RIGHT_VIEW_WORKGROUP_QUEUE_STATISTICS

    Workgroups/Profiles Tab

    Allows user access to Workgroup and Profile tab in the CIC clients, from which interactions can be transferred to workgroups or Interaction Attendant inbound profiles.

    I3_ATTR_RIGHT_WORKGROUP_PROFILES_TAB

    Handler Rights

    Debug

    Allow users to debug handlers published to the CIC Server.

    I3_ATTR_RIGHT_DEBUG_HANDLERS

    Manage

    Allow users to add or remove handlers published to the CIC Server.

    I3_ATTR_RIGHT_MANAGE_HANDLERS

    Publish

    Allow users to publish new or updated handlers on the CIC Server.

    I3_ATTR_RIGHT_PUBLISH_HANDLERS

    Interaction Command Rights

    (Restricts which commands are visible in the Client)

    Assistance

    Determines if Assistance action is visible.

    I3_ATTR_SHOW_ACD_HELP_BUTTON

    Coach

    Determines if Coach action is visible.

    I3_ATTR_SHOW_COACH_BUTTON

    Disconnect

    Determines if Disconnect action is visible.

    I3_ATTR_SHOW_DISCONNECT_BUTTON

    Hold

    Determines if Hold action is visible.

    I3_ATTR_SHOW_HOLD_BUTTON

    Join

    Determines if Join action is visible.

    I3_ATTR_SHOW_JOIN_BUTTON

    Listen

    Determines if Listen action is visible.

    I3_ATTR_SHOW_LISTEN_BUTTON

    Mute

    Determines if Mute action is visible.

    I3_ATTR_SHOW_MUTE_BUTTON

    Park

    Determines if Park action is visible.

    I3_ATTR_RIGHT_SHOW_PARK_BUTTON

    Pause

    Determines if Pause action is visible.

    I3_ATTR_SHOW_PAUSE_BUTTON

    Pickup

    Determines if Pickup action is visible.

    I3_ATTR_SHOW_PICKUP_BUTTON

    Private

    Determines if Private action is visible.

    I3_ATTR_SHOW_PRIVATE_BUTTON

    Record

    Determines if Record action is visible.

    I3_ATTR_SHOW_RECORD_BUTTON

    Secure Recording Pause

    Determines if the Secure Record action is visible. With this security right, a user can use Secure Pause to avoid recording sensitive information, such as a Social Security number or credit card number, when connected to a call interaction.

    I3_ATTR_SHOW_SECURE_RECORDING_BUTTON

    Transfer

    Determines if Transfer action is visible.

    I3_ATTR_SHOW_TRANSFER_BUTTON

    Voice Mail

    Determines if Voicemail action is visible.

    I3_ATTR_SHOW_VOICE_MAIL_BUTTON

    My Interaction Rights

    Coach Interactions

    Allows user to monitor interactions and coach someone by adding themselves to another agent's call on any user or station queue they have permission to monitor.

    I3_ATTR_RIGHT_COACH_INTERACTIONS

    Disconnect Interactions

    Allows user to disconnect the current call.

    I3_ATTR_RIGHT_DISCONNECT_INTERACTIONS

    Join Interactions

    Allows users who are Supervisors to join in on an interaction between other agents.

    I3_ATTR_RIGHT_JOIN_INTERACTIONS

    Listen in on Interactions

    Allows users to listen to a caller leaving a message in their voicemail account, or to a conversation between two parties.

    I3_ATTR_RIGHT_LISTEN_IN

    Mute Interactions

    Allows users to disable the mouthpiece on their telephones so that the other party or parties cannot hear what is being said.

    I3_ATTR_RIGHT_MUTE_INTERACTIONS

    Park Interactions

    Allows user to park an interaction on another queue.

    I3_ATTR_RIGHT_PARK_INTERACTIONS

    Pause Interactions

    Allows users to control a recording session by stopping the session.

    I3_ATTR_RIGHT_PAUSE_INTERACTIONS

    Pickup Interactions

    Allows user to pick up interactions on a user queue. The user can answer the current call, or take the current call off hold.

    I3_ATTR_RIGHT_PICKUP_INTERACTIONS

    Private Interactions

    Access to have private interactions.

    I3_ATTR_RIGHT_PRIVATE

    Put Interactions on Hold

    Allows users to place the selected call on hold.

    I3_ATTR_RIGHT_HOLD_INTERACTIONS

    Record Interactions

    Allows user to record the currently selected call.

    I3_ATTR_RIGHT_RECORD

    Request Assistance from Supervisors

    Allows Users who are members of a Distribution Queue to request assistance from a supervisor.

    I3_ATTR_RIGHT_ACD_HELP_INTERACTIONS

    Secure Recording Pause Interactions

    Allows user to perform a secure recording of the currently selected call.

    I3_ATTR_RIGHT_SECURE_RECORDING_PAUSE_INTERACTIONS

    Transfer Interactions

    Allows users to open the Transfer window where they can select a transfer recipient and the type of transfer operation they want to perform.

    I3_ATTR_RIGHT_TRANSFER_INTERACTIONS

    Transfer Interactions to Voice Mail

    Allows users to transfer a call to their voicemail account.

    I3_ATTR_RIGHT_VOICEMAIL_INTERACTIONS

    Remote Access Rights

    E-mail access via TUI

    Allow the user to participate in e-mail interactions through the Telephone User Interface (TUI).

    I3_ATTR_ALLOW_EMAIL_MSGTYPE

    Fax access via TUI

    Allow the user to participate in fax interactions through the Telephone User Interface (TUI).

    I3_ATTR_ALLOW_FAX_MSGTYPE

    Mobile Office User

    Allow the user access to the Mobile Office feature.

    I3_ATTR_USER_MOBILE_OFFICE

    Outlook TUI User (Requires Mobile Office User)

    User access to Microsoft Outlook through the Telephone User Interface (TUI).

    I3_ATTR_USER_OUTLOOK_TUI

    Voice Mail access via TUI

    Allow the user to participate in voicemail interactions through the Telephone User Interface (TUI).

    I3_ATTR_ALLOW_VM_MSGTYPE

    User Rights

    Alert programming

    This right controls whether or not the user 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, the user can only view alerts.

    I3_ATTR_RIGHT_ALLOW_ALERT_PROGRAMMING

    Directory Administrator

    Rights to edit public directories that were created by another user.

    I3_ATTR_RIGHT_DIRECTORY_ADMIN

    Follow Me

    Allow users to call-forward multiple numbers, long distance numbers, and international numbers.

    I3_ATTR_RIGHT_FOLLOW_ME

    Intercom Chat

    Allow the user to have intercom chats between other users on the same CIC server.

    I3_ATTR_RIGHT_ALLOW_INTERCOM_CHAT

    IP Phone Provisioning Administrator

    Rights to provision IP phones in the Managed IP Phones container.

    I3_ATTR_RIGHT_IP_PHONE_PROVISIONING_ADMIN

    Remote Control

    Allow the user to remotely run applications and utilities that are Notifier clients, for example, CIC System Manager and Switchover Control Panel.

    I3_ATTR_RIGHT_REMOTE_CONTROL

    Require Forced Authorization Code

    Select this option so the station phone that the user is logged into will not allow toll numbers to be dialed without an authorization code.

    I3_ATTR_REQUIRE_FORCED_AUTHORIZATION_CODE

    TIFF faxes

    Right to use TIFF (Tag Image File Format) for faxes.

    I3_ATTR_OPTION_FAX_USE_TIFF

    Trace Configuration

    Allow the user to configure tracing using CIC System Manager or CIC Trace utility.

    I3_ATTR_RIGHT_TRACE_CONFIG

    Video

    Reserved for future use.

    I3_ATTR_RIGHT_ALLOW_VIDEO

    View Interaction Details

    Grants right to use the Interaction Details view in the Interaction Tracker category. This view allows an Interaction Supervisor user to search for an interaction and examine its details.

    I3_ATTR_RIGHT_VIEW_INTERACTION_DETAILS

  4. Click Close to dismiss the Security Rights dialog.

  5. Click Apply to save changes to the configuration.

  6. Click OK to dismiss the configuration dialog.