Contact Expert v7.5

Organization & Access Management

Portal Users

User Accounts

This is where administrators can create and manage portal user accounts and permissions.

  1. Navigate to Organization & Access → Portal Users → User Accounts.

  2. Use the New user button to specify a new user.

  3. Specify the properties described below.

  4. Click Submit to save the modifications to the database.

Note

Account creation is dependent on the role of the logged in user. Creation of user accounts with higher hierarchy level than the acting user's is not possible. For example, deployment-level user account cannot be created by a tenant-level administrator having permission to create new users.

User Accounts General Properties

A new user account has the following properties:
Name A unique login name for the user.
Password Password for user login. The password has to be entered twice.
UC identity This property specifies the SfB user’s name.
Photo URL HTTP URL of the user’s picture.
Disabled Checkbox for temporarily disabling the agent.

User Accounts Hierarchy

Choose the group levels the new user can access.
Tenants Choose the associated tenant(s) of the new user. Multiple choices can be made by pressing the Ctrl button. When selecting a tenant, all associated business units and teams are explicitly assigned too, and are showing as being inherited.
Business Units Choose the associated Business Unit(s) of the new user. When selecting a business unit, all associated teams are explicitly assigned too (if not yet assigned), and are showing up as being inherited.
Teams Choose the associated Team(s) of the new user.

Select or de-select multiple entries by pressing and holding the Ctrl key on your keyboard.
Full access Provides full access to each existing tenants and all tenants created in the future
BI Report Access Provides access to BI reports. Only users registered in the CE Portal and the database can have access to BI reports. Read the Business Intelligence article for further details on the user accounts.
Legacy API User The account will have access to legacy (specific, deprecated but not yet deleted) API surfaces. You must enable Full access for this too.
BI Report Access

Only users registered both on the CE portal and in the report database can have access to BI reports.

The login credentials used for the CE portal must be registered in the report database as an SQL login to access BI reporting and its functions.

In case of basic CE authentication it is not necessary to provide the same password when registering the SQL login in the report database.

Please note that BI reporting is only accessible if the user login is registered in the ACEReport database and the BI Report Access checkbox is ticked for the particular user account via the Portal!

Follow these rules when creating the user login in the report database keeping in mind the authentication you use:
CE Portal uses basic authentication method + SQL Server uses SQL authentication method CE login and SQL login must be the same, the passwords can be different
CE Portal uses AD/Windows authentication method + SQL Server uses AD/Windows authentication method CE login must match with the AD login

User Roles Tab

Choose the assigned role of the new user. Select multiple entries by pressing and holding the Ctrl key on your keyboard.

Read further information on roles in the Built-in Roles article.

User Roles

For detailed description of user role management see Roles and Permissions.

  1. Navigate to Organization & Access → Portal Users → User Roles.

  2. Use the New role button to create a new user role entry.

  3. Specify the properties described below.

  4. Click Submit to save the modifications to the database.

Assignment of built-in roles to tenant-level users

Built-in roles are not available for tenant-level user accounts. There is a possibility to allocate similar roles to tenant-level users however, by cloning the build-in items:

  1. Log on to the portal with a deployment level account and navigate to Organization & Access → Portal Users → User Roles.

  2. Click Clone at the designated built-in role.

  3. Choose the relevant tenant from the drop-down list on the Hierarchy tab and assign to the cloned role.

  4. Click Submit when finished.

  5. Navigate to Organization & Access → Portal Users → User Accounts.

  6. Perform the steps of the new user creation. The cloned user role is available for selection.

User Roles General Properties

A new user role has the following properties:
Name Specify the unique designation of the new role.
Display Name Specify what to present about the new role.
Description Add a short definition of the new role.

User Roles Hierarchy

Choose the levels on which the new user role can operate.
Role level Specify whether the role will be deployment or tenant-level.
Tenant(s) For deployment-level roles you can specify one or more tenants by holding the Ctrl key. For tenant level roles you can specify a single item from a dropdown.

Permissions Tab

Choose what permissions are assigned to the specific resource types, therefore what the new user role can access and to what extent.

Audit Log

Changes made through the CE portal are logged.

  1. Navigate to Organization & Access → Portal Users → Audit Log.

The list shows:

  • Time and date when the modification was performed
  • Name of the user carrying out the changes
  • Affected domain
  • What action has been taken (Create, Update, Activation, Deleted)
  • Contact Expert object that the change has been carried out
  • If the change is still pending or it has already been committed to the servers
  • Failure codes in case the action was unsuccessful
Note

Please note that the system is not able to identify changes carried out on the Skype Parameter settings. An entry with blank User Name and Object ID is created in the audit log.

Organizational Hierarchy

Read more about organizational hierarchy and access control in the Organizational Hierarchy And Access Control chapter.

Tenants

A tenant encompasses all business related functions and features of Contact Expert. This way a single instance of the product can serve multiple, unrelated contact centers. Each tenant has their own separate user interface and resources (e.g. agents, campaign and skill configs, report data and many more).

  1. Navigate to Organization & Access → Organizational Hierarchy → Tenants.

  2. Use the New tenant button to create a new tenant entry.

  3. Specify a unique name for the tenant.

  4. Choose the associated Application Server (domain).

  5. Select the Time zone relevant for the new tenant.

    Note

    The change of this value affects new data generating in the system. The system does not change time zone information in existing historical and system data. See the Organizational Hierarchy and Access Control document for further details.

  6. Click Submit in order save the changes to the database.

Warning

Please note that deleting a tenant will physically remove every business object under that tenant, including portal users, agents, queues, skills, etc.

Business Units

Business Units are organizational segments of a company (corporation) representing a specific business function. A number of CE resources, such as skills, human agents, queues and campaigns, etc. are tied to business units.

  1. Navigate to Organization & Access → Organizational Hierarchy → Business Units.

  2. Use the New business unit button to create a new business unit entry.

  3. Specify a unique name for the business unit.

  4. Associate an existing tenant.

  5. Click Submit in order save the changes to the database.

Teams

A team is a group of users working in a specific area of business.

  1. Navigate to Organization & Access → Organizational Hierarchy → Teams.

  2. Use the New team button to create a new team entry.

  3. Specify a unique name for the team.

  4. Associate an existing business unit.

  5. Click Submit in order save the changes to the database.

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