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Interaction Supervisor Help
Set queue access rights using the Access Control Details dialog
This topic explains how to assign granular access control rights to queues. When a line, station, user, or workgroup queue is selected, the Advanced Access Details button is enabled. Click it to open the Advanced Access Details dialog to set the user's queue monitoring and queue modification rights. These rights differ depending upon the type of queue selected.
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Any Queue Access right listed in this topic can be assigned to an Interaction Supervisor user. |
To set monitoring and modification rights for a queue:
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In Interaction Administrator, ACL rights are assigned from the Security tab of a configuration record, after clicking the Access Control button.
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Select Queue Access Rights from the Category drop list.
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Select a queue by name, or select *[All] to affect all queues of the type (user, station, workgroup, or line).
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Click Advanced Access Details. The Access Control Details dialog appears. The options on this dialog differ depending upon the type of queue selected. The table below summarizes options for each type of queue.
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Queue Type |
Queue Modification Rights |
Queue Monitoring Rights |
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User Queue |
Disconnect—permits user to disconnect calls on user queue. I3_ATTR_RIGHT_DISCONNECT_USER_QUEUE Hold—grants access to hold interactions on a user queue. I3_ATTR_RIGHT_HOLD_USER_QUEUE Mute—grants access to mute interactions on a user queue. I3_ATTR_RIGHT_MUTE_USER_QUEUE Pickup—grants access to pickup interactions on a user queue. I3_ATTR_RIGHT_PICKUP_USER_QUEUE Transfer—permits user to transfer to a user queue. I3_ATTR_RIGHT_TRANSFER_USER_QUEUE |
Coach—access to coach on a user queue. I3_ATTR_RIGHT_COACH_USER_QUEUE Join—access to join on a user queue. I3_ATTR_RIGHT_JOIN_USER_QUEUE Listen—access to listen on a user queue. I3_ATTR_RIGHT_LISTEN_USER_QUEUE Record—permits recording of interactions on a user queue. I3_ATTR_RIGHT_RECORD_USER_QUEUE |
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Station Queue |
Disconnect—permits user to disconnect calls on station queue. I3_ATTR_RIGHT_DISCONNECT_STATION_QUEUE Hold—grants access to hold interactions on a station queue. I3_ATTR_HOLD_STATION_QUEUE Mute—grants access to mute interactions on a user queue. I3_ATTR_RIGHT_MUTE_USER_QUEUE Pickup—access to pickup interactions on a Station queue. I3_ATTR_RIGHT_PICKUP_STATION_QUEUE Transfer—access to transfer to a Station queue. I3_ATTR_RIGHT_TRANSFER_STATION_QUEUE |
Coach—access to coach on a Station queue. I3_ATTR_RIGHT_COACH_STATION_QUEUE Join—access to join on a Station queue. I3_ATTR_RIGHT_JOIN_STATION_QUEUE Listen—access to listen on a Station queue. I3_ATTR_RIGHT_LISTEN_STATION_QUEUE Record—access to record on a Station queue. I3_ATTR_RIGHT_RECORD_STATION_QUEUE |
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Workgroup Queue |
Activate Others—Access to activate a user on any Distribution Queue that they are a member of. I3_ATTR_RIGHT_ACTIVATE_USER Activate Self—Access to activate self on a workgroup queue. I3_ATTR_RIGHT_ACTIVATE_SELF Disconnect—Access to disconnect on a Workgroup queue. I3_ATTR_RIGHT_DISCONNECT_WORKGROUP_QUEUE Pickup—Access to pickup on a Workgroup queue. I3_ATTR_RIGHT_PICKUP_WORKGROUP_QUEUE Transfer—Access to transfer to a Workgroup queue. I3_ATTR_RIGHT_TRANSFER_WORKGROUP_QUEUE |
Coach—Access to coach on a Workgroup queue. I3_ATTR_RIGHT_COACH_WORKGROUP_QUEUE Join—Access to join on a Workgroup queue. I3_ATTR_RIGHT_JOIN_WORKGROUP_QUEUE Listen—Access to listen on a Workgroup queue. I3_ATTR_RIGHT_LISTEN_WORKGROUP_QUEUE Record—Access to record on a Workgroup queue. I3_ATTR_RIGHT_RECORD_WORKGROUP_QUEUE |
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Line Queue |
Disconnect—access to disconnect on a line queue. I3_ATTR_RIGHT_DISCONNECT_LINE_QUEUE Pickup—access to pickup on a line queue. I3_ATTR_RIGHT_PICKUP_LINE_QUEUE Transfer—access to transfer to a line queue. I3_ATTR_RIGHT_TRANSFER_LINE_QUEUE |
Coach—access to coach on a line queue. I3_ATTR_RIGHT_COACH_LINE_QUEUE Join—access to join on a line queue. I3_ATTR_RIGHT_JOIN_LINE_QUEUE Listen—access to listen on a line queue. I3_ATTR_RIGHT_LISTEN_LINE_QUEUE Record—access to record on a line queue. I3_ATTR_RIGHT_RECORD_LINE_QUEUE |
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Check boxes for rights you wish to assign. Then click Close.
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