Security Plan

Ivanti Voice utilizes role-based access rights. To ensure the security of Ivanti Voice functionality, a user can only access the features and functions assigned to the user by the system administrator. The system permissions are called privileges. There are privileges for primary functions in Ivanti Voice, such as accessing 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.

Role Configuration

Privileges

Roles in Ivanti Voice are comprised 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 the 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	Access to the Agent Dashboard Quality Management tab. The tab does not display without this privilege
Monitor conversations	Monitor conversations.
Participate in conversations	Participate in conversations.
Whisper in conversations	Use whisper conferencing (talking to an agent without a caller hearing you).
Record conversations	Record conversations.
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	View queues. The Agent Dashboard Queue tab does not display without this privilege.
Pull interaction	Pull interactions from the queue.
Assign interaction	Assign an interaction to a particular agent.
Park interaction	Park interactions with an agent.
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).

Roles

Ivanti Voice lists roles on the Management Portal Roles page (Management Portal > System Configuration > Users > Roles).

You can modify a role to grant additional privileges. You can also add to this list as necessary by creating new roles. Configure each role you create by specifying the privileges the role grants or denies. You can delete unnecessary roles.

The following table lists the default roles and privileges each role grants.

Name	Role Privileges
System configuration	•View configuration •Configure dial plan •Configure system users •Configure voice server •Configure Quality Management •View user's configuration •Edit user's configuration •View SIP Soft Switch configuration •Edit SIP Soft Switch configuration
System administrator	•View user's configuration •Edit user's configuration •View SIP Soft Switch runtime state •Terminate active calls from Management Portal •Control system
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’s configuration •Edit user’s configuration •View historical reports
Contact Center Agent	•View user’s configuration •Edit user’s configuration •ACD presence management •Use Instant Messaging •View other agents in Address Book •Browse queues •Pull interaction •Park interaction
Contact Center Supervisor	•View user’s configuration •Edit user’s 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

To Create Roles:

1.In the Management Portal, 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.

To Configure Roles:

1.On the Roles page (in the Management Portal, click System Configuration > Users > Roles), click the role you want to configure. The Role properties page for that role opens, listing all privileges available in Ivanti Voice.

2.Grant or deny each privilege by selecting the Allowed or Denied check box next to each privilege (scroll to view all privileges). You can only select one check box for each privilege. If you are configuring a new role, all check boxes are clear by default; however, after selecting an option you must select either Allowed or Denied for each privilege. If you leave both check boxes deselected for a privilege, the role does not grant that privilege.

Roles with privileges involving configuration functions in the Management Portal (such as Configure dial plan, Configure system users, Create and configure applications, etc.), must also have the View configuration privilege. Otherwise, the user cannot access the Management Portal functions to use the privileges. The exception is the Edit user’s configuration role, which is a role assigned to users and agents to enable them to configure their own user settings.

3.Click the Update and Commit Changes button.

To Delete Roles:

If you delete a role that is assigned to a user, the user loses the privileges the role grants.

1.In the Management Portal, click System Configuration>Users>Roles. The Roles page opens.

2.Click the red x icon next to the role. A confirmation dialog box opens.

3.Click OK to confirm the deletion.

4.Click the Commit Changes button.