Role Configuration
To ensure the security of Ivanti Voice functionality, a user can only access the features and functions assigned by the system administrator. The system permissions are called privileges, allowing a user access primary functions in Ivanti Voice, such as Ivanti Voice interfaces and performing specific configurations. Instead of granting individual privileges to users, Ivanti Voice lets you group privileges together as roles, enabling you to grant a collection of privileges to a user through the use of roles. Multiple roles can be assigned to any given user.
Ivanti Voice provides default roles, which can be edited and deleted as needed. You can also add new roles.
List of Privileges
The following table describes the privileges you can grant or deny to roles in an Ivanti Voice environment.
The list of privileges is not editable.
|
Privilege Name |
Description |
|---|---|
| View configuration | View System Configuration and Log Viewer pages. |
| Change dial plan | Modify SIP Soft Switch dial plan. |
| Configure system users | Create, modify, and delete Ivanti Voice user accounts. |
| Create and configure applications | Create voice applications with Application Builder. |
| Configure Contact Center agents | Manage agents. |
| Configure skills | Manage skills. |
| Configure routing rules | Manage routing rules. |
| Configure services | Manage services. |
| Configure Queue Monitor | Configure the queues. |
| Configure reporting | Configure the historical reporting. |
| Configure advanced Contact Center parameters | Modification of advanced Contact Center Server parameters. |
| Configure voice server | Configure the voice server. |
| Configure Quality Management | Configure the Quality Management functionality, including scheduled conversation recordings and recording rating criteria. |
| View user’s configuration | View Ivanti Voice user configurations. |
| Edit user’s configuration | View and edit Ivanti Voice user configurations. |
| View SIP Soft Switch runtime state | View the SIP Soft Switch State pages in the Management Portal. |
| Terminate active calls from Management Portal | Disconnect active calls using the SIP Soft Switch State functions in the Management Portal. |
| Control system | Manage the Ivanti Voice servers and applications using the Management Console. |
| ACD presence management | Access to the Agent Server for changing agent states. |
| Other agents presence management | Change other agent's status. |
| Use Instant Messaging | Use the Instant Messaging function. |
| Stop conversation recordings | Allows the agent to terminate the voice recording in progress at the caller's request (this may be required by local laws). |
| View other agents in Address Book | Grants agents the ability to see other agents in the Address Book. |
| View agents | View the Quality Management tab of Agent Dashboard. |
| Monitor conversations | Monitor conversations as described in the Ivanti Voice Agent Dashboard User’s Guide. |
| Participate in conversations | Participate in conversations as described in the Ivanti Voice Agent Dashboard User’s Guide. |
| Whisper in conversations | Use whisper conferencing (talking to an agent without a caller hearing you) as described in the Ivanti Voice Agent Dashboard User’s Guide. |
| Record conversations | Record conversations as described in the Ivanti Voice Agent Dashboard User’s Guide. |
| View application flow reports | Run reports on previous voice application activities. |
| View interaction history reports | Run reports on previous interactions. |
| Listen interaction recordings | Listen to server side recordings of agent conversations. |
| Archive interaction history | Export old interaction records to clear disk space in the Ivanti Voice database. |
| View historical reports | Access to the historical reporting functionality. |
| View Instant Messaging logs | Access to the instant messaging logs. |
| View runtime statistics | Access to the Statistics Console to view runtime statistical data. |
| Browse queues | Viewing of queues as described in the Ivanti Voice Agent Dashboard User’s Guide. The Agent Dashboard Queue tab does not display without this privilege. |
| Pull interaction | Pull interactions from the queue as described in the Ivanti Voice Agent Dashboard User’s Guide. |
| Assign interaction | Assign an interaction to a particular agent as described in the Ivanti Voice Agent Dashboard User’s Guide. |
| Park interaction | Park interactions with an agent as described in the Ivanti Voice Agent Dashboard User’s Guide. |
| View SIP Soft Switch configuration | View the SIP Soft Switch configuration (other than dial plan). |
| Edit SIP Soft Switch configuration | Edit the SIP Soft Switch configuration (other than dial plan). |
List of Roles
Ivanti Voice lists roles on the Management Portal Roles page (Management Portal > System Configuration > Users > Roles). The following table lists the default roles and privileges each role grants. Add to this list as necessary by creating new roles. Delete roles you do not want to use.
|
Name |
Role Privileges |
|---|---|
| System configuration |
• View configuration •Change dial plan •Configure system users • Configure voice server •Configure Quality Management • View user configuration •Edit user configuration • View SIP Soft Switch Configuration •Edit SIP Soft Switch Configuration |
| System administrator |
• View user configuration • Edit user configuration • Control system • View SIP Server runtime state • Terminate active calls from Management Portal |
| Application developer |
• View configuration • Create and configure applications |
| Contact Center Administrator |
• View configuration • Configure Contact Center agents • Configure skills • Configure routing rules • Configure services • Configure Queue Monitor • Configure reporting • Configure advanced Contact Center parameters • View user configuration • Edit user configuration • View historical reports |
| Contact Center Agent |
• View user configuration • Edit user configuration • ACD presence management • Use Instant Messaging • View other agents in Address Book • Browse queues • Pull interaction • Park interaction |
| Contact Center Supervisor |
• View user configuration • Edit user configuration • Other agents presence management • Use Instant Messaging • View other agents in Address Book • View agents • View application flow reports • View interaction history reports • Archive interaction history • View historical reports • View Instant Messaging logs • View runtime statistics • Browse queues • Assign interaction |
| Quality Management |
•View agents • Monitor conversations • Participate in conversations • Whisper in conversations • Record conversations • View runtime statistics |
| Quality Management Browsing |
• View application flow reports • View interaction history reports • Listen interaction recordings • Archive interaction history • View Instant Messaging logs |
Create Roles
Configure each role you create by specifying the privileges the role grants or denies.
To Create Roles:
1.On the Management Portal menu window, click System Configuration > Users > Roles. The Roles page opens.
2.Create a name for the new role and enter the name in the empty field at the bottom of the Role Name column.
3.Click the Add button.
4.Click the Commit Changes button. The role becomes available immediately for you to assign to Ivanti Voice users; however, the role does not grant any privileges until you configure the role. Refer to Configure Roles.
Delete Roles
If you delete a role that is already assigned to a user, the user loses the privileges the role grants.
To Delete Roles:
1.On the Management Portal menu window, click System Configuration > Users > Roles. The Roles page opens.
2.Click the red x icon next to the role.
3.Click the Commit Changes button.