Multimedia Contact Center security settings

Many of the features in Multimedia Contact Center are advanced; administrators may want to restrict their multimedia employees from having access to select devices or applications. Employees using Ignite for Multimedia Contact Center require several specific security role settings to control their access to parts of the Ignite.

Security roles can be applied to restrict which devices agent can view in Ignite, so that they are limited to both handling and viewing only the queues associated to their agent group. Employees can be restricted from controlling their Agent Group Presence, so their presence in agent groups can be entirely controlled by the system. Employees can be restricted from picking interactions out of queue. Employees can be restricted from transferring interactions from the queue and their Inbox. Employees can be restricted from marking interactions as Junk. Employees can also be restricted from accessing Ignite.

Note:

Users currently logged on are not affected by changes to their associated role until the next time they log on.

To restrict access to Ignite, disable the following Basic security option:
  • May access Contact Center Client/Ignite
To restrict the devices an employee can view in Ignite, enable the following Advanced security options:
  • May view real-time information on devices contained in this list only <device list>.

    The device list must contain the following members:

    • All the queue groups that contain queues the employee handles
    • All the agent groups to which the employee has agents
    • Employee groups that mirror the composition of the agent groups’ employee membership
To restrict control of presence in Ignite, such as Join and Leave, disable the following Advanced security option:
  • May control my real-time presence status in Interactive Contact Center
To restrict the ability to pick interactions out of queue, disable the following Basic security option
  • May Pick/Pick & Reply Interactions
To restrict the ability to transfer interactions from the queue and Inbox, disable the following Basic security option
  • May Transfer Interactions
To restrict the ability to mark interactions as Junk, disable the following Basic security option
  • May Junk Interactions
To restrict access to Ignite, disable the following Basic security option
  • May access Contact Center Client/Ignite
Parent topic: Configuring security roles
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