PEC-CAB/Current/Administrator/CallbackRLP - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:28:41Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Corinne.hicks@genesys.com: Published

2021-06-16T18:30:15Z

Published

Corinneh: Published

2020-10-19T14:52:14Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:22Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:52Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-08T23:52:34Z

Published

Bgrenon: Published

2020-06-08T15:48:34Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Controlling user access
|TocName=Controlling user access
|Context=You can limit user access within the Callback UI to what is appropriate for each user's role. This article describes the predefined Access Groups and Callback Roles to which you can assign users and includes information about how to restrict user access to callback information based on your lines of business. If you are migrating Roles and Access Groups from an earlier version of Callback, be sure to read {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackRLP|anchor=role_migration|display text=the note}} related to this activity.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Callback
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=If you do not configure access and activity restrictions for a user, then that user has full access to everything in the Callback UI. Genesys provides predefined Callback Roles that administrators assign to users. Each Role includes permissions that control what users can see and do in the UI. For example, to perform their duties, it is sufficient for some users to view the list of callback records in the Callback UI, without the ability to modify a callback in any way. Other users might require additional permissions; for example, some users might require access permissions that allow them to create, cancel, and modify callbacks and to view errors associated with callbacks.

Review the {{Link-AnywhereElse|product=PEC-PA|version=Current|manual=Administrator|topic=GetStarted}} page in the Platform Administration Help for detailed information about which applications and documentation to use to create or modify Roles and Access Groups or to assign users to these groups.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Migration of Roles
|anchor=role_migration
|alignment=Vertical
|Media=
|image=
|structuredtext=If you have not yet moved to the Roles and Access Group settings described on this page, the original method for configuring Callback access still applies to your setup. In the original configuration, Callback access was granted when the '''ges''' or '''gms''' section in the Person object's annex included a <tt>role</tt> option (for example, Administrator).

To move to the new configuration method for granting access, add your user to the correct Callback or custom Access Group and remove the '''ges''' or '''gms''' section. If you don't remove the '''ges''' or '''gms''' section, the old configuration applies and the Access Group is not taken into consideration.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Callback Roles
|anchor=CallbackRoles
|alignment=Vertical
|Media=
|image=
|structuredtext=Genesys provides the following default Callback Roles:

*'''Callback Administrator'''—Callback Administrators have full access to the Callback UI, which includes the ability to create, cancel, and reschedule callbacks, and to export reports. Users with this Role can also access all of the '''Developer''' tab features.
*'''Callback Supervisor'''—Supervisor users have full access to the Callback tab in the UI, which includes the ability to create, cancel, and reschedule callbacks, and to export reports. They cannot access the '''Developer''' tab in the UI.
*'''Callback Monitor'''—Monitor users can only view callbacks.
*'''Callback Developer'''—Developer users can view callbacks on the '''Callback''' tab and have full access to the '''Developer''' tab, which includes the ability to view recent errors, test API keys, and to provision Callback.

If a user is a member of more than one Role, the Role that allows the most access to Callback features takes precedence.

===Predefined Access Groups===
By default, Genesys defines a list of Access Groups and adds Callback Roles to some of these groups, as described below. Users who are already in these Access Groups are given Callback permissions by default. For example, any user in your Administrators Access Group is automatically granted the Callback Administrator Role.

{{NoteFormat|The Access Group name is prefaced with your company's business name if the Access Group is not Callback-specific. For example, if your business name is ACME, then the Access Group for Administrators is called "ACME Administrators".}}
{{{!}} class="wikitable"
{{!}}-
!{{!}}Access Group
!{{!}}Callback Administrator Role
!{{!}}Callback Supervisor Role
!{{!}}Callback Monitor Role
!{{!}}Callback Developer Role
{{!}}-
{{!}}{{!}}Administrators
{{!}} style="text-align:center;"{{!}}✓
{{!}}{{!}}
{{!}}{{!}}
{{!}}{{!}}
{{!}}-
{{!}}{{!}}Supervisors
{{!}}{{!}}
{{!}} style="text-align:center;"{{!}}✓
{{!}}{{!}}
{{!}}{{!}}
{{!}}-
{{!}}{{!}}Managers
{{!}}{{!}}
{{!}}{{!}}
{{!}} style="text-align:center;"{{!}}✓
{{!}}{{!}}
{{!}}-
{{!}}{{!}}Callback Developers
{{!}}{{!}}
{{!}}{{!}}
{{!}}{{!}}
{{!}} style="text-align:center;"{{!}}✓
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Line of Business segmentation
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=By default, all users who are part of standard Access Groups and can access the Callback UI will have <tt>Read</tt> permission for all the virtual queues. To restrict access to queues based on your lines of business, you can create custom Access Groups and enable or disable <tt>Read</tt> permissions as required.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=GES-SalesVQ.png
|structuredtext=Any time you provision a virtual queue in Designer's CALLBACK_SETTINGS data table, the Callback service (virtual queue) automatically creates a Script object in '''Platform Administration''' > '''Scripts''' > '''Callback'''. The created Script object has the same name as the virtual queue and is prefixed with the <tt>ges_</tt> label. For example, if you create a virtual queue called <tt>Sales_VQ</tt>, there will be a Script object called <tt>ges_Sales_VQ</tt> in the Callback directory.
|structuredtextwide=To control access to queues based on your lines of business, you must create Access Groups for your various lines of business and then enable or disable access to the script objects that represent the virtual queues for each group. For a user to access a specific queue, the Access Group to which the user belongs must have the <tt>Read</tt> permission for the script object that represents that queue. The <tt>Read</tt> permission is assigned by default to all Access Groups, which means that all Access Groups can access all virtual queues until you change the permissions. To deny access to a virtual queue, navigate to the Script object associated with the queue and remove the <tt>Read</tt> permission from Access Groups that do not require access to that queue.
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=GES-ExampleLOBPermissions.png
|structuredtext=For example, if your Tenant has two lines of business called '''Sales''' and '''Service''', you could create two Access Groups for Callback: '''Sales''' and '''Service'''. Then, navigate to each script object representing these queues and add the Access Group with Read permission:

*In the '''ges_Sales_VQ''' Script object, retain the <tt>Read</tt> access for the '''Sales''' team and disable the <tt>Read</tt> permission for the '''Service''' team.
*In the '''ges_Service_VQ''' Script object, retain the <tt>Read</tt> access for the '''Service''' team and remove the <tt>Read</tt> permission from the '''Sales''' team.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=lob
|alignment=Horizontal
|Media=Image
|image=PlatformAdmin_check-propagate-for-script-object-subfolder-permissions.png
|structuredtext=To set permissions on groups of virtual queues (instead of one at a time), create subfolders under the '''Scripts''' > '''Callback''' folder and apply appropriate permissions to the subfolder. Then, move the Script objects representing the various virtual queues into the corresponding subfolder. Any Script object that is in a subfolder will inherit the permissions of that subfolder.
|structuredtextwide=Check the '''Propagate''' box to apply the permissions to any object that is in the folder. The permissions apply to any virtual queue that is in the subfolder now and will apply to any new virtual queue that you add to the subfolder in the future.
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=OLD Setting Permissions to Limit User Access and Actions
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=On the Genesys Portal, open the Platform Administration application and select '''Configuration'''. In the '''Accounts''' menu, select {{Link-SomewhereInThisManual|topic=UserAccounts|anchor=top|display text='''Persons''' - BROKEN LINK - }} to get the list of configured users.

Open the properties for a Person who will be logging into the Callback application. You are going to add a configuration option that assigns Administrator-level access permissions to this Person object.
|structuredtextwide=
|FAQHeading=
|Status=Yes
}}{{Section
|sectionHeading=OLD
|anchor=SettingPermissionstoLimitUserAccessandActions
|alignment=Vertical
|Media=
|image=
|structuredtext=On the '''Options''' tab for the selected Person, add an option. Enter '''ges''' for the section and '''roles''' for the key.
{{NoteFormat|Older deployments might use the '''gms''' section name. That continues to be a supported entry.}}

Enter a value that matches the level of access that you are granting to this Person. In this example, we are assigning Administrator-level access permissions to the Person object.

Valid values for the '''roles''' key are:

*<tt>Supervisor</tt>
*<tt>Developer</tt>
*<tt>Administrator</tt>

The Supervisor and Developer roles limit user access to tabs in the Callback UI as well as user activities within the tabs to which they have access. The Administrator role has full access to the Callback UI. Each feature description in this Callback documentation includes information about which roles are required for access.

You can specify more than one value for the '''roles''' option. When multiple values are assigned, the value that allows the most access to Callback features takes precedence.
|structuredtextwide=
|FAQHeading=
|Status=Yes
}}
}}

@@ Line 85: / Line 85: @@
 |structuredtext={{{!}} class="wikitable"
 {{!}} style="text-align:left;"{{!}}'''Limited Availability'''
-{{!}} style="text-align:left;"{{!}}The following procedures describe how to segment users based on lines of business. These procedures are applicable only to Genesys Engage cloud deployments on Amazon Web Services (AWS).
+{{!}} style="text-align:left;"{{!}}The following procedures describe how to segment users based on lines of business. These procedures are applicable only to Genesys Multicloud CX deployments on Amazon Web Services (AWS).
 {{!}}}

@@ Line 23: / Line 23: @@
 |Status=No
 }}{{Section
-|sectionHeading=Callback Roles
+|sectionHeading=Accessing the Callback UI
 |anchor=CallbackRoles
 |alignment=Vertical
@@ Line 34: / Line 34: @@
 If a user is a member of more than one Role, the Role that allows the most access to Callback features takes precedence.
 ===Predefined Access Groups===
 By default, Genesys defines a list of Access Groups and adds Callback Roles to some of these groups, as described below. Users who are already in these Access Groups are given Callback permissions by default. For example, any user in your Administrators Access Group is automatically granted the Callback Administrator Role.
 {{{!}} class="wikitable"
 {{!}}-
@@ Line 47: / Line 53: @@
 !{{!}}Callback Developer Role
 {{!}}-
-{{!}}{{!}}Administrators
+{{!}}{{!}}<name> Administrators<nowiki>*</nowiki>
 {{!}} style="text-align:center;"{{!}}✓
 {{!}}{{!}}
@@ Line 53: / Line 59: @@
 {{!}}{{!}}
 {{!}}-
-{{!}}{{!}}Supervisors
+{{!}}{{!}}<name> Supervisors<nowiki>*</nowiki>
 {{!}}{{!}}
 {{!}} style="text-align:center;"{{!}}✓
@@ Line 59: / Line 65: @@
 {{!}}{{!}}
 {{!}}-
-{{!}}{{!}}Managers
+{{!}}{{!}}<name> Managers<nowiki>*</nowiki>
 {{!}}{{!}}
 {{!}}{{!}}
@@ Line 71: / Line 77: @@
 {{!}} style="text-align:center;"{{!}}✓
 {{!}}}
 |Status=No
 }}{{Section
 |sectionHeading=Line of Business segmentation
 |alignment=Vertical
-|structuredtext=By default, all users who are part of standard Access Groups and can access the Callback UI will have <tt>Read</tt> permission for all the virtual queues. To restrict access to queues based on your lines of business, you can create custom Access Groups and enable or disable <tt>Read</tt> permissions as required.
+|structuredtext={{{!}} class="wikitable"
 |Status=No
 }}{{Section
@@ Line 101: / Line 115: @@
 |structuredtextwide=Check the '''Propagate''' box to apply the permissions to any object that is in the folder. The permissions apply to any virtual queue that is in the subfolder now and will apply to any new virtual queue that you add to the subfolder in the future.
 |Status=No
 }}
 }}

@@ Line 8: / Line 8: @@
 |Role=Administrator
 |Application=Callback
 |Section={{Section
 |alignment=Vertical
 |structuredtext=If you do not configure access and activity restrictions for a user, then that user has full access to everything in the Callback UI. Genesys provides predefined Callback Roles that administrators assign to users. Each Role includes permissions that control what users can see and do in the UI. For example, to perform their duties, it is sufficient for some users to view the list of callback records in the Callback UI, without the ability to modify a callback in any way. Other users might require additional permissions; for example, some users might require access permissions that allow them to create, cancel, and modify callbacks and to view errors associated with callbacks.
 Review {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Platform_administration}} for detailed information about which applications and  documentation to use to create or modify Roles and Access Groups or to assign users to these groups.
 |Status=No
 }}{{Section
@@ Line 25: / Line 18: @@
 |anchor=role_migration
 |alignment=Vertical
 |structuredtext=If you have not yet moved to the Roles and Access Group settings described on this page, the original method for configuring Callback access still applies to your setup. In the original configuration, Callback access was granted when the '''ges''' or '''gms''' section in the Person object's annex included a <tt>role</tt> option (for example, Administrator).
 To move to the new configuration method for granting access, add your user to the correct Callback or custom Access Group and remove the '''ges''' or '''gms''' section. If you don't remove the '''ges''' or '''gms''' section, the old configuration applies and the Access Group is not taken into consideration.
 |Status=No
 }}{{Section
@@ Line 37: / Line 26: @@
 |anchor=CallbackRoles
 |alignment=Vertical
 |structuredtext=Genesys provides the following default Callback Roles:
@@ Line 84: / Line 71: @@
 {{!}} style="text-align:center;"{{!}}✓
 {{!}}}
 |Status=No
 }}{{Section
 |sectionHeading=Line of Business segmentation
 |alignment=Vertical
 |structuredtext=By default, all users who are part of standard Access Groups and can access the Callback UI will have <tt>Read</tt> permission for all the virtual queues. To restrict access to queues based on your lines of business, you can create custom Access Groups and enable or disable <tt>Read</tt> permissions as required.
 |Status=No
 }}{{Section
 |alignment=Horizontal
 |Media=Image
@@ Line 105: / Line 83: @@
 |structuredtext=Any time you provision a  virtual queue in Designer's CALLBACK_SETTINGS data table, the Callback service (virtual queue) automatically creates a Script object in '''Platform Administration''' > '''Scripts''' > '''Callback'''. The created Script object has the same name as the virtual queue and is prefixed with the <tt>ges_</tt> label. For example, if you create a virtual queue called <tt>Sales_VQ</tt>, there will be a Script object called <tt>ges_Sales_VQ</tt> in the Callback directory.
 |structuredtextwide=To control access to queues based on your lines of business, you must create Access Groups for your various lines of business and then enable or disable access to the script objects that represent the virtual queues for each group. For a user to access a specific queue, the Access Group to which the user belongs must have the <tt>Read</tt> permission for the script object that represents that queue. The <tt>Read</tt> permission is assigned by default to all Access Groups, which means that all Access Groups can access all virtual queues until you change the permissions. To deny access to a virtual queue, navigate to the Script object associated with the queue and remove the <tt>Read</tt> permission from Access Groups that do not require access to that queue.
 |Status=No
 }}{{Section
 |alignment=Horizontal
 |Media=Image
@@ Line 117: / Line 92: @@
 *In the '''ges_Sales_VQ''' Script object, retain the <tt>Read</tt> access for the '''Sales''' team and disable the <tt>Read</tt> permission for the '''Service''' team.
 *In the '''ges_Service_VQ''' Script object, retain the <tt>Read</tt> access for the '''Service''' team and remove the <tt>Read</tt> permission from the '''Sales''' team.
 |Status=No
 }}{{Section
 |anchor=lob
 |alignment=Horizontal
@@ Line 128: / Line 100: @@
 |structuredtext=To set permissions on groups of virtual queues (instead of one at a time), create subfolders under the '''Scripts''' > '''Callback''' folder and apply appropriate permissions to the subfolder. Then, move the Script objects representing the various virtual queues into the corresponding subfolder. Any Script object that is in a subfolder will inherit the permissions of that subfolder.
 |structuredtextwide=Check the '''Propagate''' box to apply the permissions to any object that is in the folder. The permissions apply to any virtual queue that is in the subfolder now and will apply to any new virtual queue that you add to the subfolder in the future.
 |Status=No
 }}{{Section
 |sectionHeading=OLD Setting Permissions to Limit User Access and Actions
 |alignment=Vertical
-|Media=
+|structuredtext=On the Genesys Portal, open the Platform Administration application and select '''Configuration'''. In the '''Accounts''' menu, select '''Persons''' to get the list of configured users.
 Open the properties for a Person who will be logging into the Callback application. You are going to add a configuration option that assigns Administrator-level access permissions to this Person object.
 |Status=Yes
 }}{{Section
@@ Line 146: / Line 112: @@
 |anchor=SettingPermissionstoLimitUserAccessandActions
 |alignment=Vertical
 |structuredtext=On the '''Options''' tab for the selected Person, add an option. Enter '''ges''' for the section and '''roles''' for the key.
 {{NoteFormat|Older deployments might use the '''gms''' section name. That continues to be a supported entry.}}
@@ Line 162: / Line 126: @@
 You can specify more than one value for the '''roles''' option. When multiple values are assigned, the value that allows the most access to Callback features takes precedence.
 |Status=Yes
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=You can limit user access within the Callback UI to what is appropriate for each user's role. This article describes the predefined Access Groups and Callback Roles to which you can assign users and includes information about how to restrict user access to callback information based on your lines of business. If you are migrating Roles and Access Groups from an earlier version of Callback, be sure to read {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackRLP|anchor=role_migration|display text=the note}} related to this activity.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Callback

PEC-CAB/Current/Administrator/CallbackRLP - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Corinne.hicks@genesys.com: Published

Corinneh: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"