Interaction Administrator - Access Control Groups (ACG)

CIC 4.0 SU1 introduces a feature called Access Control Groups (ACG). ACGs provide a new way for customers to cleanly and easily delegate administrative rights to members in their organizations. With ACGs, a customer can allow certain users to have administrative rights on certain objects in the environment without giving them unwanted access to other objects or departments in the same environment.

With ACGs, it becomes simple to make someone the administrator of a department or location. The administrator can then create users, stations, and other objects related to the department or location, without being able to access objects that are outside of that department or group. A full list of all the objects supported by ACGs appears later in this section.

ACGs are organized hierarchically. For example, suppose you have a hierarchy with the Root Level (default), with East Region and West Region levels under it. The East Region and West Region both contain users, workgroups, and other objects. East Region has two child nodes: East Region - Marketing and East Region - Support. Those two nodes also contain users and workgroups.

Hierarchical Structure of Access Control Groups

With the hierarchy in place, an organization can give administrative rights to each of the ACGs. A user who gets administrative permission for East Region - Marketing can only see users, workgroups, and other objects for that ACG. The user won’t be able to see or modify any of the objects in the other ACGs.

An administrator who has permissions for East Region will have access to all objects that in that ACG and its child ACGs: East Region - Marketing and East Region - Support. An administrator who has permissions for an ACG automation inherits security rights for child ACGs.

The following object types support ACGs:

·        Users

·        Roles

·        Workgroups

·        Skills

·        Stations, station groups, and station templates

·        IP phones, proxy groups, ring sets, and templates

·        Wrap-up codes and categories

·        Account codes

·        Schedules

·        Client configuration templates

·        Password policies

·        Locations

·        Analyzer keyword sets