Application Settings

You must have the default Administrator role or a custom role that includes the VIEW_SETUP permission to view or make changes to any Application Settings.

Administration Settings are used to provide:

  • Administrators the ability to define how users (supervisors) are given permissions to access other users (agents) call recordings in conjunction with Resources, including Contact Points (DNIS) and Generic Resources.
  • Better user control preventing unintended access and playback of recordings.
  • Help to customers to maintain their compliance with privacy laws.

This feature globally sets which recordings any users, such as supervisors, have access to in the Playback > Recordings grid, Reports grid and Dashboards. The choice settings should be thought of as logical AND and logical OR statements.

The AND Setting (Calls Identifying Users or Resources)

Selecting the "AND" button permits the user (supervisor) to have access to calls where the Agent ID AND the specific DNIS are present together. If the call has the Agent ID AND the specific DNIS number, then the recording will be accessible to the user (supervisor). If the call has either the Agent ID or the DNIS, but not both, then it won't be accessible to the user. In other words, the supervisor will have access to calls received by any of their agents that came in on a specific DNIS only.

Very Simple Scenario

  • Available DNIS: 500, 600, 700
  • Supervisor: 900
  • Supervisor 900's Agents: 100, 101, 102
  • Supervisor: 901
  • Supervisor 901's Agents: 200, 201, 202

Supervisor 900 and Agents 100, 101, and 102 receive calls with DNIS 500.

Supervisor 901 and Agents 200, 201, and 202 receive calls with DNIS 700

Results for selecting the AND function are:

  • Supervisor 900 is able to access and playback calls that were received by Agents 100, 101 and 102 only and that came in on DNIS 500 only. No other calls for any other agents or using any other DNIS are available to Supervisor 900.
  • Supervisor 901 is able to access and playback calls that were received by Agents 200, 201 and 202 only and that came in on DNIS 700 only. No other calls for any other agents or using any other DNIS are available to Supervisor 901.

The OR Setting (Calls identifying Users that also have a specific Resource)

Selecting the "OR" button populates calls by restricting resources by a Agent ID OR a specific DNIS (Contact Point). If the call has the Agent’s ID OR the DNIS Number, then the recording will be accessible to the user. If the call has neither the Agent ID or DNIS then it won't be accessible to the user. In other words, the supervisor will have access to calls received by any of his agents that came in on ANY DNIS.

Very Simple Scenario

  • Available DNIS: 500, 600, 700
  • Supervisor: 900
  • Supervisor 900's Agents: 100, 101, 102
  • Supervisor: 901
  • Supervisor 901's Agents: 200, 201, 202

Supervisor 900 and Agents 100, 101, and 102 receive calls with DNIS 500.

Supervisor 901 and Agents 200, 201, and 202 receive calls with DNIS 700.

Results for selecting the OR function are:

  • Supervisor 900 is able to access and playback any calls that were received by Agents IDs of 100, 101 and 102 or any calls that were received on DNIS 500. No other calls for any other agents or using any other DNIS are available to Supervisor 900.
  • Supervisor 901 is able to access and playback any calls that were received by Agents IDs of 200, 201 and 202 or any calls that were received by DNIS 700. No other calls for any other agents or using any other DNIS are available to Supervisor 901.

A Quick Example

This feature supports business cases where Restricted Users, such as supervisors, should not have access to recordings that come in on a specific DNIS. For example, a Health Insurance company will not want Supervisors accessing and playing back calls over a reserved line that is used for calls about specific patient health related inquiries. This feature can prevent this.