IC Security Rights

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