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

2020-07-25T02:33:10Z

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

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

2020-07-15T11:46:34Z

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

Bgrenon: Published

2020-06-08T15:20:43Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Access control for Recording users
|TocName=Access control for Recording users
|Context=Each recording file is considered an object that is subject to access control at the user level. This page describes how to control user access.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Recording
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=When a recording file is generated, the access control for the recording file is set based on the following criteria:

#Access control is set based on the agent that was recorded. Agents are organized as an agent hierarchy; for example, the hierarchy can be a reporting structure in an organization.
#:'''Note:''' With IVR recording, there is no associated agent for the specific segment of the call, since IVR is not a user.
#Access control is set based on partitions. Partitions are set as a specific attached data in a call, and the attached data is typically set by a routing strategy.

To search and playback a recording file that is subject to access control, the user accessing the Recording application must be assigned to the appropriate Access Groups to access the recordings. If the user accessing the application is an agent, they are granted implicit playback access to their own recordings.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Agent hierarchy
|anchor=Agenthierarchy
|alignment=Vertical
|Media=
|image=
|structuredtext=The agent hierarchy shows how the agents are organized in the hierarchy, and the hierarchy is represented as a field configured within Agent Setup. For more information, see the description of the Recording Hierarchy option in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Manage agents and other users}}.

The following example shows the agent hierarchy with four agents:

*/
**Anthony
***John
****Agent1
****Agent2
***Paul
****Agent3
****Agent4

<tt>Agent1</tt> and <tt>Agent2</tt> are on John's team. John reports to Anthony.

To represent this structure, the following fields are configured in each agent:

{{{!}}
!'''Agent'''
!'''agent_hierarchy'''
{{!}}-
{{!}}Agent1
{{!}}/Anthony/John
{{!}}-
{{!}}Agent2
{{!}}/Anthony/John
{{!}}-
{{!}}Agent3
{{!}}/Anthony/Paul
{{!}}-
{{!}}Agent4
{{!}}/Anthony/Paul
{{!}}}

{{NoteFormat|When there are agents specified in the path, the path must contain the username for those agents. For example, for the hierarchy <tt>/Anthony</tt> and <tt>/Anthony/John</tt>, Anthony and John must match the usernames for Anthony and John.}}

If a user wants to listen to recordings handled by <tt>Agent1</tt>, the user needs to be granted access to either the <tt>Anthony</tt>, or the <tt>John</tt> Access Group. If a user is granted access to the <tt>Anthony</tt> Access Group, that user has access to recordings from all four agents, because all four agents are within Anthony’s hierarchy.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Partitions
|anchor=Partitions
|alignment=Vertical
|Media=
|image=
|structuredtext=Partitions are arbitrary names that allows a contact center to partition recordings based on business rules. For example, partitions can be business groups such as sales, support, marketing, etc. To set one or more partitions to a recording, attach data to the call with the <tt>GRECORD_PARTITIONS</tt> key with a comma-separated list of partition names.

For example, if the <tt>GRECORD_PARTITIONS</tt> key is set to <tt>/sales,/support</tt>, the recording belongs to the <tt>/sales</tt> partition as well as the <tt>/support</tt> partition.

To access any recording belonging to a partition, the user must be assigned to an Access Group with the same name. For example, if <tt>user1</tt> is assigned to the <tt>/sales</tt> Access Group,<tt> user1</tt> can search and playback any recordings within the <tt>/sales</tt> partition.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Access groups
|anchor=Accessgroups
|alignment=Vertical
|Media=
|image=
|structuredtext=All access groups for recording purposes must be created within the '''Recording''' folder. The access group "/" grants access to all recordings. For more information on configuring access groups, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Access_groups|display text=Access Groups}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 5: / Line 5: @@
 |Context=Each recording file is considered an object that is subject to access control at the user level. This page describes how to control user access.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Recording

PEC-REC/Current/Administrator/AccessControl - Revision history

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

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

Bgrenon: Published

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

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