User roles
Each user can be assigned exactly one role. They are users by role access permissions set. If the user is not a member of the role, then they do not have access to any parts of the system.
When migrating to version 2.4.0, roles based on permissions were automatically established existing users. The roles were named after the first user, having the same permission set as subsequent users who were then assigned that role.
Settings
Setting basic access rights.
| Choice | Meaning |
|---|---|
| Superuser | The user's access permission to groups is not checked, and they can edit system settings (parameters and objects not assigned to groups). |
| Supervisor | Allows performing supervisor actions in the operator application. |
| Allow impersonate | Allows logging in as another user. The user must have access to the group in which the target user is assigned. The user must be a Superuser to log in as another superuser. |
| Access auditlog | Allows reading the audit log. |
| Playback own call recordings | Allows playback of the user's own call recordings without requiring the Billing ACL for the corresponding group. |
| Download own call recordings | Allows downloading the user's own call recordings without requiring the Billing ACL for the corresponding group. |
| Call record on demand storage | Allows the user to enable call recording and specifies which storage these recordings will be saved to. |
| Do not keep recordings in voicemail | Delete the voicemail message after it is sent to email. |
| Attach recording to voicemail notify | Attach the audio file with the message to the informational email about the left voicemail. |
| XMPP enabled | Enable Jabber protocol for the user. This permission is required to use the DCom application. |
| Always require PIN to access voicemail | Require the user to enter their PIN code even when accessing voicemail from their own IP phone. |
| Scopes | Enable access to individual applications. Possible values are admin, operator, mobile. If no scope is specified, all UCS applications are available to users with this role. |
Queues
These are front call center parameters.
Due to the automatic role migration, these parameters have been left here for the time being. However, we assume they will be moved to the Agent Teams setting.
| Choice | Meaning |
|---|---|
| Set queue status on login | What status should be set by the user after login. The next field is the reason for not being ready (AUX reason). If automatic switch after login is activated, then the agent is also automatically switched to Offline state after logout. |
| Switch to ACW for non CC calls | Should the agent be switched to ACW state even if there is a call connected/transferred to it from outside the call center queue? The following field is the number of seconds after which the agent will automatically switch to the Ready state. |
| Synchronize presence to queue status | Synchronization of user login status (Presence) with queue status. |
| Synchronize presence from queue status | Synchronization of agent login state with user login state. This option is used for conditional forwarding to the agent's phone (Telephony → Extensions → Forwarding, forwarding in DND and Offline states). |
| Put calls to default outbound queue | Whether the agent's outbound calls should be automatically queued/outbound campaign. The first option selects the type of calls to be included (External: calls outside the switchboard, Internal: internal calls within the UCS, All: all outgoing calls). The second option then determines the campaign in which the calls are to be included. If a campaign is selected that the user is not assigned to, then the selection is ignored and calls are assigned to the first outbound campaign that the user is assigned to. |
Mobility
Possibility of using the Extension Mobility functionality.
| Choice | Meaning |
|---|---|
| Extension Mobility enabled | A user can log in to different phones. |
| Auto answer incoming calls to EM line | Whether to automatically receive calls that are routed to the user's line. |
| Call waiting | Allow a second call on the line (most IP phones only allow one additional call on the line, so a value of 1 is entered). |
| Set presence on login/logout | Whether the login status (Persence) should be automatically set for the user when logging in and logging out of the line (Extension Mobility). |
Mobile Application
Mobile application settings for INSOFT UCS.
| Option | Meaning |
|---|---|
| DISA number for outgoing calls | Access phone number for making calls from the mobile app via UCS to change caller ID and record outgoing calls. |
| Available application features | Features of the application available to the user. dial - call dialing, chat - internal chat, call history - call history. |
| Require FaceID | Require FaceID to use the application. |
| Allow VoIP calls (uPhone) | Allow use of the uPhone softphone. |
Softphones
Automatic provisioning of softphones to newly established users.
| Choice | Meaning |
|---|---|
| Create user softphones in group | In which group should the softphones for users with this role be established. |
| Softphone extensions range beginning | The initial number of the range of assigned flaps (Extension). The number can be even higher than the end number of the range, and then the softphones are established from the higher number towards the lower one. |
| Softphone extensions range end | End number of the range of assigned dampers. If a number is already assigned within the range, then it is skipped and the next free one is assigned. |
| Softphone outgoing filter | A filter for outgoing calls that will be assigned to the newly created flap. |
ACL
It is used to set access rights to individual parts of the tree structure of the system. If a user has permission to a group, then they automatically have the same permission to everyone subgroups. If he has set an ACL for any of the subgroups, then from this one subgroups apply the newly set ACL to other subgroups.
info
If the user has a role with Superuser authority, then ACLs are ignored and he has access to the entire system without any restrictions.
| Authorization | Meaning |
|---|---|
| Add config | Creation of new configuration objects (e.g. doors, trunks, telephones, user accounts, etc.). |
| Edit config | Editing existing configuration objects. |
| Delete config | Disruption of existing configuration objects. |
| Monitor | Enables call interception (see Billing) and listing of agent ratings (Users → Group). |
| Control | Allows you to control the status of other agents and hang up their calls (Users → Group). |
| Billing | Access to call history. Calls are classified into two groups according to their source and destination (trunk: Trunks → Incoming pattern → Group, filter: Outgoing filters → Pattern → Group and door: Extension → Group). |
| Recording | Access to playback and download of call recordings. Access is governed by the groups to which the call belongs. |
| Recording playback | The possibility to play the recording only via IP phone or softphone. |
| Add data | Creation of new data records (e.g. numbers in blacklists, lookups, evaluation of agents, shared data, etc.). |
| Edit data | Modification of existing data records. |
| Delete data | Cancellation of existing data records. |