Introduction
This Document discusses on UCCX user Privileges with only viewing configurations.
Solution
In the UCCX, a user can be assigned roles of Administrator, Supervisor,
Agent and Reporting. These are referred to as capabilities of the user.
A user if assigned with an Administrator capability can access the admin
page of the UCCX; if he is not assigned with this capability then he will
not be able to login into the system.
Unfortunately, if we provide the administrator role to the user, then he
will be able to make configuration changes to the UCCX and there is no known
way to limit this capability to provide a read only access.
This is a feature on the Call manager but not on the UCCX. This is
applicable for all versions of the UCCX and no enhancement has been
considered.
As a summary:
1.You can assign the Administrator Capability rights for users
from Tools - User Management - User View.
An administrator can login to the UCCX admin and the UCCX serviceability
page and will have write access and will be able to make configuration
changes.
2. You can assign the Supervisor Capability for the user and
the agent capability from the Tools - User Management - User View. Using
this ID, you can login to App Admin change of the UCCX.
You will be able view skills, add/remove skills from resources, etc. Please
try logging into the UCCX with the supervisor privileges and you can get to
know the restrictions and the flexibility given to that user.
Also the supervisor login can have access to the Real Time Reporting.
Do not give administrator role while you try the above test as this will
login to the UCCX as an administrator.
3. Lastly, we can use the agent login ID to login to
http:// <http://%3cip_address%3e/appuser/appusermain>
<ip_address>/appuser/appusermain. This is similar to a read only access
given to the agent.
These are the 3 options where we can limit the capabilities on the UCCX.
And to more clarify the capability of the supervisor,
He/she can perform the following functions:
- Read access to the Skills.
Write access to the existing resources (agents). He will be able
to modify the skills, automatic available parameter, competence level and
the team to which the agent belongs to.
He will not be able to add/delete agents. An agent can be deleted only by
using the Administrator account and not with the Supervisor account.
- Read access to Resource Groups.
Ability to change configuration on the existing CSQ's. We will not
be able to add/delete a CSQ.
Ability to make configuration changes on the Teams. We will not be
able to add/delete a team.
Also, we need to set a parameter on the System - System Parameters -
Supervisor Access to 'Access to Supervisor's Teams only' and then login to
the UCCX admin page using the supervisor ID. Also make sure that the
supervisor is not given administrator capability.
Related Information
