Security roles 175
Devices include agents, agent groups, divisions, DNIS groups, employees, employee groups,
Intelligent Queue Smart Choice Layer groups, Intelligent Queue Smart Choice Port groups, Intelligent
Queue voice call back queue groups, Intelligent Queue Web call back queue groups, queue groups,
teams, trunk groups, and voice extension groups. Statistics are generated from these devices. You
can view these statistics or generate a report from them.
NOTE: If you add an agent to a device list, you must also add the associated employee.
• Profile list—You create a profile list to restrict users from managing specific real-time monitor profiles.
• Real-time monitor list—The real-time monitor list specifies real-time monitors to which you are
granted access. You create a real-time monitor list to restrict access to particular real-time monitors.
The real-time monitor list must contain the monitors to which the user may gain access.
• Report list—You create report lists to restrict users from viewing specific report types. For example,
you might want managers to view employee reports only (specific report category). The report list
must contain the reports the user may run. If you do not assign a report list to the employee, then the
employee will see every YourSite group and team when running reports and monitoring real-time
activities (unless a basic security role is assigned to that employee that does not permit the employee
to gain access to any reports).
• Site list—The site list specifies sites you may manage. You create a site list to restrict access to
devices by site. For example, you might want a supervisor to view the employees at a particular site
only. The site list must contain the site (in this case, Kanata) to which the user may gain access.
• User list—You create a user list to restrict a user from chatting online with certain employees. The
user list must contain the employees with which the user may chat. For example, you might want
managers to chat online with only the employees they supervise. If Jane manages Bill, Sue, and
George, then you assign Jane an advanced security role that permits Jane to chat with Bill, Sue, and
George (the user list would contain Bill, Sue, and George).
• Card design list—You create a card design list to restrict users from managing card designs (card
designs specify the information displayed on agent, employee, and extension real-time monitors).
To create a security list
1. In Contact Center Management, click YourSite=>Security=>Security lists=>select the security list
you want to create.
2. Click Add.
The Add list tab appears.
3. After Name, type the list name (for example, type Jane’s chat group).
4. After Description, type the list description (for example, type Jane’s group).
5. Click the Members tab.
6. If you are creating a device or reports list, after Filter by, select a category to narrow the items that
appear in the list (for example, Agent group).
7. Select the check boxes of the members you want to include in the list.
8. Click Save.
The security list appears in the list tree.
Configuring security
NOTE: When users first access the Contact Center Management website, by default, they can access all of
the Contact Center Management Web applications.
You can create basic security to restrict user access to specific areas of the Contact Center Management
website. For example, if you want to restrict users from viewing Contact Center Client and Enterprise
Configuration, then you must create a security role with those characteristics. (See Figure 6-11.)
You must create a security list before you can create an advanced security role. Using these lists, you define
a security role. See “Creating security lists” on page 174.