User Admin Guide

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BUSINESS COMMUNICATIONS MANAGER

USER ADMINISTRATOR

ADMINISTRATION GUIDE

SOFTWARE VERSION 6.0 SP5

DOCUMENT VERSION 4.0 (17.3.2009)


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COPYRIGHT

Copyright 2009 SAP AG. All rights reserved.

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ADMINISTRATION GUIDETABLE OF CONTENTS

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TABLE OF CONTENTS

1. Introduction ....................................................................................................................................................... 1

2. User interface..................................................................................................................................................... 3

2.1. Menu bar.................................................................................................................................. 3

2.2. Toolbar..................................................................................................................................... 4

2.3. Views ....................................................................................................................................... 4

2.4. Status bar ................................................................................................................................. 6

3. Usage................................................................................................................................................................... 7

3.1. Understanding basic management issues ................................................................................ 7

3.1.1. Creating and maintaining data .................................................................................... 7

3.1.2. Managing user rights (authorization level) ................................................................. 8

3.1.3. Managing names and numbers.................................................................................... 9

3.1.4. Managing queue rights.............................................................................................. 10

3.1.5. Selecting call forwarding options ............................................................................. 10

3.2. Using general functions ......................................................................................................... 11

3.2.1. Creating accounts...................................................................................................... 11

3.2.1.1. Creating anonymous users ............................................................................ 15

3.2.2. Creating personal voicemail numbers ....................................................................... 15

3.2.3. Creating queue voicemail numbers........................................................................... 16

3.2.4. Configuring superior-assistant function.................................................................... 16

3.2.5. Using search functions .............................................................................................. 17

3.2.6. Using mass update functions and templates ............................................................. 20

3.2.6.1. Updating account properties by using templates.......................................... 20

3.2.6.2. Deleting selected account properties ............................................................ 24

3.2.7. Viewing, saving and printing account list reports..................................................... 263.2.8. Viewing numbering situation (number viewer) ........................................................ 28

3.2.9. Creating and deleting multiple numbers (number wizard) ....................................... 30

3.2.10. Creating multiple voicemail numbers (voicemail wizard)...................................... 32

3.3. Using console view................................................................................................................ 34

3.3.1. Console tab................................................................................................................ 34

3.3.2. Queues tab................................................................................................................. 35

3.3.3. Ad hoc sched. tab ...................................................................................................... 36

3.4. Using company view ............................................................................................................. 36


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3.5. Using groups view................................................................................................................. 37

3.6. Using barring groups view .................................................................................................... 39

3.7. Using location groups view................................................................................................... 40

3.8. Using bandwidth groups view............................................................................................... 41

3.8.1. Managing bandwidth groups .................................................................................... 41

3.9. Using NAT Location view..................................................................................................... 42

3.10. Using account view ............................................................................................................. 43

3.10.1. Info tab.................................................................................................................... 44

3.10.2. Authorization tab .................................................................................................... 46

3.10.2.1. Defining CMC users................................................................................... 51

3.10.3. Authentication tab................................................................................................... 523.10.4. Links tab ................................................................................................................. 53

3.10.5. Agent tab................................................................................................................. 58

3.10.6. Queues tab............................................................................................................... 63

3.10.7. Skill tab ................................................................................................................... 64

3.10.8. CMC tab.................................................................................................................. 64

3.10.9. Voicemail tab .......................................................................................................... 69

3.10.10. Monitoring tab ...................................................................................................... 70

3.10.11. CPM tab ................................................................................................................ 71

3.10.12. External app. tab ................................................................................................... 72

4. Glossary............................................................................................................................................................ 73


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ADMINISTRATION GUIDE1. INTRODUCTION

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1. INTRODUCTION

SAP Business Communications Management User Administratorapplication is used for creating

and maintaining accounts in the SAP Business Communications Managementsystem, that is contactcenter agents, switchboard operators, and other users. You can, for example, use the application for

the following purposes:

Creating and managing users and other accounts:

3.2.1. Creating accounts (page 11)

3.10. Using account view (page 43)

Managing various user rights:

3.1.2. Managing user rights (authorization level) (page 8)

3.10.2. Authorization tab (page 46)

Defining what kind of skills an account has if the skill-based routing (SBR) is in use: 3.10.7. Skill tab (page 64)

Configuring some queue settings (such as the queue-specific call forwarding function),

managing rights for queues, managing account-specific queue settings, and configuring

special queue functions (such as the slave function and the superior-assistant function):

3.2. Using general functions (page 11)

3.3. Using console view (page 34)


Defining whether accounts have rights to serve in queues remotely as external agents and

defining external numbers:

3.10.12. External app. tab (page 72)

Managing groups:

3.5. Using groups view (page 37)

Modifying barring and location groups:

3.6. Using barring groups view (page 39)

3.7. Using location groups view (page 40)

Viewing the extension numbering situation and defining voicemail settings:



Disabling conceptual applications in special situations: 3.3. Using console view (page 34)

Start by reading the sections 3.1. Understanding basic management issues (page 7) and 3.2.

Using general functions (page 11), as they describe some basic issues which help you to manage

accounts.

Some of the functions described in this guide may not be implemented in your system, or you may

not have permission to use some of them. Furthermore, your system may include separately

implemented customer-specific features that this guide does not cover. Contact the supplier or

administrator for further information.


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ITEM MARKING EXAMPLE

Proper nouns Italic Microsoft Windows

Various user interface items

(such as buttons, menus,

submenus, dialog windows, tabs,and sheets)

Italic Click the Update button.

Select Start > Programs > Internet Explorer.

Paths and directories Italic By default the file is located in the following

directory: C:\Documents.

Values and variables Italic Replace thexyz value with the 123 value.

Code examples Courier font

Some functions Bold You can use the Find and replace function

for searching items.

Terminology Bold italic By defaultclicking refers to the left mouse

button.

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ADMINISTRATION GUIDE1. INTRODUCTION

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CAUTION: The software users (service providers and end-users) are fully responsible of making sure that theservices provided using this software do not violate or are not used against local legislation. The software users must

acknowledge that the software collects identification data for enabling the services and their invoicing, security and

troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software

and services, and assume the full responsibility of the use of the collected data.

Conventions

CAUTION: This is an important caution.

NOTE: This is a necessary note.

HINT: This is a helpful hint.

run if xyz = 123


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ADMINISTRATION GUIDE2. USER INTERFACE

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2. USER INTERFACE

The user interface has the following parts:

1. Menu bar (page 3)

2. Toolbar (page 4)

3. Views (page 4)

4. Status bar (page 6)

2.1. MENU BAR

The menu bar is always enabled and has the following menu functions:

File

If you have system administrator rights, you can switch between this application and

the System Administratorapplication. See the section 3.1.2. Managing user rights

(authorization level) (page 8).

Exit=> Closes the application and logs you out.

Tools => Lists the integrated tools.

Number viewer=> See the section 3.2.8. Viewing numbering situation (number

viewer) (page 28).


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ADMINISTRATION GUIDE2.2. TOOLBAR

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Number wizard=> See the section 3.2.9. Creating and deleting multiple numbers

(number wizard) (page 30).

Voicemail wizard=> See the section 3.2.10. Creating multiple voicemail numbers

(voicemail wizard) (page 32). Help

Help topics => Opens the link list to the available administration guides. They are

delivered in the PDF format.

About=> Displays the name and version number of the application.

2.2. TOOLBAR

NOTE: In this context the termdirectoryrefers to a CEM directory which is defined in the System Administratorapplication. It does not mean a segment which is created in the CPM database and displayed as a directory in the

Communication Desktop (CDT) application.

The toolbar has a drop-down menu for selecting the directory. Usually there is only one CEM

directory and you cannot change this value. Contact the supplier for further information.

2.3. VIEWS

NOTE: Only system administrators have rights to access the Barring groups and Location groups views.

The application has the following views:

Console => See the section 3.3. Using console view (page 34).

Company => See the section 3.4. Using company view (page 36).

Groups => See the section 3.5. Using groups view (page 37).

Barring groups => See the section 3.6. Using barring groups view (page 39).

Location groups => See the section 3.7. Using location groups view (page 40).

Account=> See the section 3.10. Using account view (page 43).

Switch between the views with the side navigation frame. The items in it are displayed according to

your authorization level.


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ADMINISTRATION GUIDE2.3. VIEWS

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The views have the following parts:

1. The search functions => See the section 3.2.5. Using search functions (page 17).

2. The account list => See the section 3.2.5. Using search functions (page 17).

3. The filtering and template functions => See the sections 3.2.5. Using search functions (page

17) and 3.2.6. Using mass update functions and templates (page 20).

4. The item-specific infocard => When you select an item from the account list, the account-

specific infocard appears. When you enter the account view by clicking theAccountitem in


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ADMINISTRATION GUIDE2.4. STATUS BAR

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the side navigation frame, a blank account infocard appears. Other infocards appear when you

enter an appropriate view. The buttons may be dynamic depending on the procedure you are

performing. The following buttons may be available:

Update => Updates the changes into the CEM database. Also the optional CPMdatabase is updated after a short delay. In some cases the user must log out from the

application and log in again before the changes take effect. You can also force a user to

log out. See the section 3.10.5. Agent tab (page 58).

Delete => Removes the selected item.

Add new => Clears all infocard fields when you start creating a new item.

Clear=> Clears all infocard fields.

Cancel => Cancels the action.

An infocard may include several tabs. If there is not room to display all tabs simultaneously, click

the tab with the arrow symbols to display the rest of the tabs.

When you right-click an item in the account list, a pop-up menu appears. Depending on the selected

item it may have the following functions:

Authorization.../Agent details.../Links... => Enters the tab described in section 3.10.2.

Authorization tab (page 46), 3.10.4. Links tab (page 53), or 3.10.5. Agent tab (page 58).

Disable user... => Disables the account as described in section 3.10.2. Authorization tab(page 46).

Delete.../Remove.... => Deletes or removes the selected item.

2.4. STATUS BAR

The status bar displays various messages related to the software status and usage.


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ADMINISTRATION GUIDE3. USAGE

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3. USAGE

CAUTION: It is important to understand the difference between (internal) user information and (external) customerinformation. Use the same application for creating both types of information and for modifying them. Otherwise the data

may not be synchronized and updated correctly.

This section describes the following functions and issues:

3.1. Understanding basic management issues (page 7)


3.3. Using console view (page 34)

3.4. Using company view (page 36)

3.5. Using groups view (page 37) 3.6. Using barring groups view (page 39)

3.7. Using location groups view (page 40)

3.8. Using bandwidth groups view (page 41)

3.9. Using NAT Location view (page 42)


3.1. UNDERSTANDING BASIC MANAGEMENT ISSUES


3.1.1. Creating and maintaining data (page 7)

3.1.2. Managing user rights (authorization level) (page 8)

3.1.3. Managing names and numbers (page 9)

3.1.4. Managing queue rights (page 10)

3.1.5. Selecting call forwarding options (page 10)

3.1.1. CREATING AND MAINTAINING DATA

NOTE: System administrators create and maintain system data in the System Administratorapplication. Many of thesettings there affect this application as well.

Make sure that all system users understand the difference between personal calls and queue calls.

The personal calls have been called to a personal number (the OPER_DIR queue) and they are

treated as the personal reachability service (PRS) profile defines. The queue calls have been called

to the queue number, and they are delivered to the agents who have rights for this specific queue

according to the queue settings and schedules.


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ADMINISTRATION GUIDE3.1.2. MANAGING USER RIGHTS (AUTHORIZATION LEVEL)

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Be systematic and logical when creating and maintaining data to make sure the entire system works

as intended. Use consistent syntax and keep in mind that information may be displayed in other

applications as well.

Plan the syntax and data maintenance issues in advance with the supplier and other administrators.

All administrators should always provide you enough information on the items they have created.

For example, adirectory is a company-wide or personal segment that contains companies and

contacts (internal users or external customers). Internal users (accounts) are created in the User

Administratorapplication, and external customers in the Communication Task Management (CTM)

or Communication Desktop (CDT) application. Administrators organise accounts and customers

into company-wide segments in the CPM Administratorapplication. Contact the supplier or

administrator for further information.

3.1.2. MANAGING USER RIGHTS (AUTHORIZATION LEVEL)

CAUTION: Do not give any user rights before the conceptual and actual software applications are installed andconfigured properly. Give only the appropriate rights to each account, and do not give extra rights just as a precaution. A

large number of accounts with too high authorization levels increase the risk of faults and misuse.

NOTE: Some functions, such as listening to recorded files, and displaying certain items in Reporting and OnlineMonitoring are prevented by default by the protection parameters set in the System Administrator.

Note the following before you start using the application:

Objects are displayed according to user rights and authorization level. For example, the rights

can be related to the following items:

Conceptual applications, such as contact center (CC).

Actual software applications, such as the Online Monitoring or Outbound Desktop

application.

Functions in the Communication Desktop (CDT) application, such as various contact

center functions or the MTD function.

CPM database or the related applications.

Queues.

An administrator is a user with administrative privileges and rights. The number ofadministrators should be limited, since a large number of administrators increase the risk of

faults and misuse. A normal user cannot be an administrator. The application uses the

following authorization levels:

User administrators have low-level administration rights andsystem administrators

have high-level administration rights. A user can also have limited system

administrator rights for the certain queues only.

Supervisors andgroup leaders are users who have limited administration rights mainly

related to the monitoring functions.

The system administrator rights are given in the System Administratorapplication. Other

rights are given in this application. See the section 3.10.2. Authorization tab (page 46).


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ADMINISTRATION GUIDE3.1.3. MANAGING NAMES AND NUMBERS

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This application is used for managing user information in the CEM database, but the users are

transferred from the CEM database to the CPM database automatically. They are displayed as

contacts in the -In-House- and -DB- segments.

After creating users you must then use the CPM Administratorapplication for creatingCPM-related user groups and managing CPM-related user rights. See the CPM

Administration Guide document.

The CPM database and the appropriate user rights are required for the directory

functions in the Communication Desktop (CDT) application (since those directories are

segments which are created in the CPM database).

All fields and options are described in the section 3.10.2. Authorization tab (page 46).

3.1.3. MANAGING NAMES AND NUMBERS

CAUTION: Naming and numbering errors may cause the system to malfunction. It can also corrupt the reports. Ifyou notice deviations from the conventions, correct them immediately and inform all necessary parties.

Select naming and numbering formats which match the company-wide conventions.

Note the following about names:

Be consistent when you create accounts and make sure that end users also understand the

difference between the displayed account name (for example Smith, John) and the username

(for examplejohn.smith,jsm, orJSM). The user ID means the same as username, user initials

or login name. Enter the displayed account names so that there is a comma between the first name and the

surname (Smith, John Michael). If you use another syntax (for example Smith John Michael

orjohn.smith), the entire name is interpreted as the surname when the account is transferred to

the CPM database. This may cause confusion when making searches in, for example, the

Communication Mobile Client(CMC) application.

If you use the format (for exampleJohn Smith), it may be difficult to

sort accounts in directories or reporting.

Select a username format which makes it easy to create new accounts later on (for example,

john.smith and meetingroom_100). Use only standard English alphabetic letters and numbers,

do not use spaces or special characters.

Note the following about numbers:

Always make sure that the number is not in use to avoid overlapping. See the section

3.2.8. Viewing numbering situation (number viewer) (page 28).

Dedicate a certain number series (for example 5000 - 5900) for a certain type of

numbers (such as extension numbers), and a corresponding series (for example 4000 -

4900) for other type of numbers (such as voicemail numbers).

In this case you should use the voicemail number 4678 for the account with the

extension number 5678.

All extension numbers should have an equal number of characters.


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ADMINISTRATION GUIDE3.1.4. MANAGING QUEUE RIGHTS

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Be consistent when you enter mobile numbers.

You can map the country code usage to some extent in the application-specific

customizing files. The file may define that all occurrences of the domestic country

codes are omitted, or that the foreign country code is automatically prefixed with anumber that a specific operator uses for international phone calls (for example

+358123456789 => 111358123456789).

If you enter all domestic numbers without the country code (for example 123456789)

and the foreign numbers with it (for example +35823456789), the mapping in the

customizing files is much easier.

3.1.4. MANAGING QUEUE RIGHTS

Do not give rights for more than 200 queues for an account. If the number of queues is larger, the

load may impair the client workstation performance.

A very large number of queues also decreases usability, as the account must scroll up and down the

queue lists in the Communication Desktop (CDT) application. The lists can display only the

following maximum number of queues simultaneously:

Smaller resolution value (800 X 600) => Five queues in the Phone view and 32 queues (two

columns with 16 queues each) in the master list (the Queues tab in the Contact Centerview).

Larger resolution value (1024 X 768) => Ten queues in the Phone view and 48 queues (two

columns with 24 queues each) in the master list (the Queues tab in the Contact Centerview).

The section 3.10.6. Queues tab (page 63) describes how to give rights for the queues.

See the System Administration Guide document for information about creating and configuring

queues, and the Communication Desktop (CDT) User Guide document for information about using

the queue functions.

3.1.5. SELECTING CALL FORWARDING OPTIONS

Administrators must understand different call forwarding options to ensure that end users use them

correctly. The lists below may be useful for troubleshooting purposes.

Personal calls

See the section 3.10.5. Agent tab (page 58) and the Communication Desktop (CDT) User Guide

document for information about the following issues which affect personal calls:

PRS profiles => Call forwarding options in a PRS profile always override other forwarding

numbers.

Forwarding number => This value overrides the default overflow queue.

Default overflow queue => A queue where an unanswered call is forwarded to if no profile

or forwarding number is in use, for example the switchboard or the departments queue.

Multiterminal desktop (MTD)

Options in calling functions => Redirecting and diverting active calls manually.


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ADMINISTRATION GUIDE3.2. USING GENERAL FUNCTIONS

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Queue calls

See the sections 3.3. Using console view (page 34), 3.10.5. Agent tab (page 58), 3.10.6. Queues

tab (page 63) and 3.10.7. Skill tab (page 64) for information about the following issues which

affect queue calls:

Schedule => Defines the company-specific opening and closing times for the telephone

service, that is when calls are taken into any of the queues.

Application settings => Defines whether a conceptual application is disabled or enabled, that

is when calls are taken into its queues.

Queue settings => Defines when calls are taken into an individual queue.

Routing => Defines how calls are allocated and includes the following issues:

Routing methods (such as skill-based routing (SBR))

Queue modes (auto-allocation and hunt group)

Agent statuses (such as Serving and Paperwork)

User rights (such as rights to serve in queues as an external agent)

Multiterminal desktop (MTD)

Options in calling functions => Redirecting and diverting active calls manually.

External agent function => Serving in queues remotely.

See also the System Administration Guide and Communication Desktop (CDT) User Guide

documents.

3.2. USING GENERAL FUNCTIONS


3.2.1. Creating accounts (page 11)

3.2.2. Creating personal voicemail numbers (page 15)

3.2.3. Creating queue voicemail numbers (page 16)

3.2.4. Configuring superior-assistant function (page 16)

3.2.5. Using search functions (page 17)

3.2.6. Using mass update functions and templates (page 20)

3.2.7. Viewing, saving and printing account list reports (page 26)

3.2.8. Viewing numbering situation (number viewer) (page 28)

3.2.9. Creating and deleting multiple numbers (number wizard) (page 30)

3.2.10. Creating multiple voicemail numbers (voicemail wizard) (page 32)

3.2.1. CREATING ACCOUNTS

NOTE: You can use the basic or advanced search results for mass update purposes. See the sections 3.2.5. Usingsearch functions (page 17) and 3.2.6. Using mass update functions and templates (page 20) .


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ADMINISTRATION GUIDE3.2.1. CREATING ACCOUNTS

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Define the minimum properties for an account in the following way:

1. See the notes and limitations in section 3.1. Understanding basic management issues (page

7). It is especially important to fully understand the syntax and authorization issues.

2. Enter the account view as described in section 2.3. Views (page 4). If needed, filter the

account list as described in section 3.2.5. Using search functions (page 17). Note the

following:

When you select an item from the account list, the account-specific infocard appears.

Click theAdd new button.

When you enter the account view by clicking theAccountitem in the side navigation

frame, a blank account infocard appears.

Define at least the name, type and the extension number. Click theAddbutton.

The company, subcompany and department are copied from the previously displayed

account. If the information is not correct, change the values and click the Update

button. If you want a photo to be shown at the CDT directory, enter the file name of the photo

file into theImage file field and click the Update button.

All fields and options are described in the section 3.10.1. Info tab (page 44).


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3. Enter theAuthorization tab. All fields and options are described in section 3.10.2.

Authorization tab (page 46).

Define at least a username, language, and user rights.

Register and enable the account.4. Click the Update button. A dialog window for enabling the extension number appears. Select

the conceptual applications and click the OKbutton.

5. Enter theAgenttab. All fields and options are described in section 3.10.5. Agent tab (page

58).

Enable the extension number (if you did not do it in the dialog window): select the

conceptual application and click the number field. The application transfers the

extension number to the field automatically. It is also recommended to define either the default overflow queue or the direct call

forwarding number.

If you do not define either of these numbers, the unanswered personal calls are

not forwarded at all if other call forwarding functions are not in use.

Call forwarding options in a PRS profile always override other forwarding

numbers, that is these numbers are ignored if the selected PRS profile defines

that inbound calls are forwarded in other ways. See the Communication Desktop

(CDT) User Guide document.


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6. Click the Update button. The account has now rights for personal calls (the OPER_DIR

queue).

The result can be seen in the CDT application in the following ways:


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ADMINISTRATION GUIDE3.2.1.1. CREATING ANONYMOUS USERS

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7. Continue by defining other properties (such as queue, voicemail and CPM-related rights) as

described in section 3.10. Using account view (page 43). The restrictions related to different

property types are described in that section and its subsections.

3.2.1.1. CREATING ANONYMOUS USERS

It may be useful to define a specific anonymous user account, for example, for temporary

switchboard workers. The account is created in the same way as any account, but the user ID

settings must include the text anonymous. The anonymous user account cannot modify any settings

or availability information in the CDT application.

3.2.2. CREATING PERSONAL VOICEMAIL NUMBERS

A personal voicemail number is reserved for an individual account. Enter the Voicemail tab in the

account infocard to create the voicemail number. All fields and options are described in section

3.10.9. Voicemail tab (page 69).

You can only create numbers for registered and enabled accounts which have been created in the

appropriate way as described in section 3.2.1. Creating accounts (page 11).

See also the sections 3.1.3. Managing names and numbers (page 9) and 3.2.10. Creating

multiple voicemail numbers (voicemail wizard) (page 32).


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ADMINISTRATION GUIDE3.2.3. CREATING QUEUE VOICEMAIL NUMBERS

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3.2.3. CREATING QUEUE VOICEMAIL NUMBERS

A queue may have a queue-specific voicemail number which is available for several accounts. You

may want to forward all calls to this voicemail number, and the selected accounts can listen to themessages later on and take the necessary actions.

Use the Voicemail tab in the account infocard to define whether a queue voicemail number is

available for an account. The tab displays a queue only if system administrators have defined a

voicemail number for the queue in the System Administratorapplication. All fields and options are

described in section 3.10.9. Voicemail tab (page 69).

The queue voicemail numbers are not listed in the directories or displayed anywhere else other than

in the queue properties. Each number is available only for the selected accounts in the Voicemail

application. It is also possible to define that queue voicemail messages create tasks into an e-mail

channel in the Communication Task Management (CTM) application, and allow only certain

accounts to manage tasks in this e-mail channel. See theInstallation Guide document.

3.2.4. CONFIGURING SUPERIOR-ASSISTANT FUNCTION

NOTE: An account needs at least the CDT: Superior-assistant queue userrights to be able to serve as an assistant.Users with a higher authorization level have these rights automatically.

A group of people can answer inbound calls on the behalf of another predefined user. In this case

these serving users are calledassistants and the predefined user acts as asuperior. All standard

queue functions are available for a superiors queue. See the Communication Desktop (CDT) UserGuide document.

Activate the function in the following way:

1. Select the account who acts as the superior and enter theAgenttab.

2. Select the Superioroption and enter the superiors queue number. All fields and options are

described in the section 3.10.5. Agent tab (page 58).

3. When you enter a number, the corresponding superiors queue is created automatically.


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The displayed account name (such as Smith, John) is used as the displayed name of the

queue.

You can change the name in the System Administratorapplication (the infocard for the

queue).4. If you do not want to display the superiors number in the directories, enter theInfo tab and

change the extension number to be the superiors queue number. All fields and options are

described in section 3.10.1. Info tab (page 44).

5. Select the account to serve as an assistant and enter the Queues tab. Add the assistant to the

superiors queue. Repeat this for all assistants. All fields and options are described in section

3.10.6. Queues tab (page 63).

3.2.5. USING SEARCH FUNCTIONS

The account list displays the following account information: name, title, number, department,

location, and status. Note the following:

The status column displays the technical status information from the monitoring-related CEM

database table (the internal availability). The column may display one of the following values:

Free

Busy

Logged out

Additional status

When you select an item from the account list, the account-specific infocard appears. When

you enter the account view by clicking theAccountitem in the side navigation frame, a blank

account infocard appears. See the section 3.10. Using account view (page 43). You can use the basic or advanced search results for mass update purposes. See the section

3.2.6. Using mass update functions and templates (page 20) .

All search methods affect each others and you can use them simultaneously. If you have

entered a part of an extension number (such as the value 30) as the basic search criteria and

selected the Persons account type, the list displays all person accounts with the extension

number beginning with 30.

If the account list displays a limited set of accounts, check that you have cleared all search

criteria.


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You can search entries in the following ways:

1. Using the account type. Select one of the following options: Persons, Groups, Fax,Resource,

or Templates. TheAll option to displays all items in the list.

2.

3. Using the basic search function. Enter the search criterion (the account name or the extension

number) and click the Search button to execute the search. Note the following:

The search criteria field is not case-sensitive.

If you want to use wildcards, you can use the * or % character to replace any group of

characters and the ? or _ character (an underscore) to replace any individual character.

No wildcards are added automatically.

The Clearbutton (on the left-hand side) clears the basic search criteria and displays all

items in the list.


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4. Using the advanced search function. Click the Create view button and select the search

criteria (Company, Subcompany,Department,Location, Cost center,Info 1,Info 2,Info 3,

Responsibilities,In application, With rights to queues, With skills, or/andIn groups). Note the

following: You can use the AND, OR and NOT operators to adjust the search precision.

The refresh button (on the right-hand side) clears the advanced search criteria and

displays all items in the list.

TheResetbutton in the dialog window clears the search criteria and displays all items

in the list, but the search criteria dialog window remains open.

TheApply button in the dialog window executes the search and lists the search results,

but the search criteria dialog window remains open.

The Close button in the dialog window closes the search criteria dialog window. When

you open the dialog window next time, the application remembers the previous values

unless you clear them separately by clicking theResetbutton.


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3.2.6. USING MASS UPDATE FUNCTIONS AND TEMPLATES

CAUTION: Make always sure that you have selected the correct target accounts for a mass update. The updateaffects all accounts you have displayed in the list, and you may accidentally update accounts whose properties you

wanted to leave intact.

HINT: If you want to make sure that certain accounts use identical settings, use the PRS profile and CDT settingstogether with the mass update options. See the section 3.10.5. Agent tab (page 58).

You can use the mass update functions for two different purposes:

3.2.6.1. Updating account properties by using templates (page 20)

3.2.6.2. Deleting selected account properties (page 24)

3.2.6.1. UPDATING ACCOUNT PROPERTIES BY USING TEMPLATES

CAUTION: Always ensure that the template account properties are appropriate and that you select the correctupdating level (Only update orDelete undefined).

You can use the basic or advanced search results for mass update purposes. You can simultaneously

create a group account with links to the selected person accounts. Note the following:

It is recommended to use template accounts for mass update purposes. Use the functions

described in the section 3.5. Using groups view (page 37) only for viewing the group

contents, adding accounts to the groups, and removing accounts from them.


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Although you can create a group account in the same way as any other account, it may be

easier to use the template functions and then configure the group account. See the sections

3.2.1. Creating accounts (page 11) and 3.10. Using account view (page 43).

The template functions are especially useful when you want to make sure that certain personaccounts (users) have identical authorization level, queue rights, or PRS (Personal

Reachability Services) profiles.

Update account properties by using a template in the following way:

1. Create a template account with appropriate properties. Note the following:

You can modify an existing template account or create a new template account.

If you want to use a template account for updating queue rights, you must use a mock

extension number and define the appropriate queue rights. See the sections 3.10.5.

Agent tab (page 58) and 3.10.6. Queues tab (page 63).

If you do not want to copy the company, subcompany or department information forthe target accounts, select the --Not set-- value for these settings.

2. Search the target accounts for the mass update. See the section 3.2.5. Using search functions

(page 17).


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3. Click theMass update button. TheMass update dialog window appears.

4. Select the template. If an appropriate template is not available, you can modify an existing

template account or create a new one by clicking the Open template or Create new template

button.


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5. Enter an optional group account name.

6. Select the updating level. The following options are available:

Only update => Updates only those properties that have values in the template account

settings. Other values in the target account settings remain as they are.

Delete undefined=> Updates the properties that have values in the template account

settings and deletes all other values in the target account settings.

7. Continue in one of the following ways:

Click theRename button. The application creates a group account (if you have entered

a name for it).

Click theExecute button. The application updates the target account properties by

using the selected updating level and creates a group account (if you have entered a

name for it). Click the Show reportbutton (the printer icon). See the section 3.2.7. Viewing, saving

and printing account list reports (page 26).


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3.2.6.2. DELETING SELECTED ACCOUNT PROPERTIES

1. Search the target accounts for the mass update. See the section 3.2.5. Using search functions

(page 17).

2. Click theMass update button. TheMass update dialog window appears.

3. Select theDelete tab.

4. Select the category and the value within it you want to delete:

Group => Removes the target accounts from the selected group account. See the

section 3.5. Using groups view (page 37).

Queue => Removes the rights for the selected queue. See the section 3.10.6. Queues

tab (page 63).

Skill => Removes the selected skill levels. See the section 3.10.7. Skill tab (page 64).


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Application => Removes the account-specific extension number from the selected

conceptual application. See the section 3.10.5. Agent tab (page 58).

Online Monitoring rights: application => Removes the monitoring rights for the

selected conceptual application. See the section 3.10.10. Monitoring tab (page 70). User rights => Removes the selected user rights. See the section 3.10.2. Authorization

tab (page 46). The following values are available:

Additional settings

Messenger

Conference

Video

MTD

User Administrator

External phone settings

MS Outlook Extension

Communication Mobile Client (CMC)

External agent

IP hardphone/third-party phone

ClientCore phone

CMC settings => Disables the current CMC settings. See the section 3.10.8. CMC tab

(page 64).

Profile visibility => Disables the selected shared user-specific PRS profile. See the

section 3.10.5. Agent tab (page 58).

CPM=> Removes the selected rights for the CPM database or the rights for theselected application. See the section 3.10.11. CPM tab (page 71).


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5. Continue in one of the following ways:

Click theDelete button. The application updates the target account properties by using

the selected updating level. Other values in the target account settings remain as they

were.

Click the Clearbutton. The application clears all categories and values you have

selected, and you can start the selection again.

Click the Show reportbutton (the printer icon). See the section 3.2.7. Viewing, saving

and printing account list reports (page 26).

3.2.7. VIEWING, SAVING AND PRINTING ACCOUNT LIST REPORTS

You can view, save and print an account list summary by executing a search, clicking theMass

update button, and clicking the Show reportbutton (the printer icon) in theMass update dialog

window. See the sections 3.2.5. Using search functions (page 17) and 3.2.6. Using mass update

functions and templates (page 20).

Click the Save or Printbutton in the report and the standardMicrosoft Windows dialog window for

selecting the directory or the printer appears.

The report displays the following information about each account:

Name

Number

Company

Username

Language

If you open the report when you have created a group account or performed a mass update, it

displays optional related information (such as error information, if you have problems during the

update).


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3.2.8. VIEWING NUMBERING SITUATION (NUMBER VIEWER)

NOTE: In this context the termnumberingrefers to the extension numbers used for handling the contacts (such asphone calls and voicemail messages) within the telephony system. See the section 3.1.3. Managing names andnumbers (page 9).

You can view the current numbering situation (the allocated and reserved numbers). This helps to

manage the numbering environment centrally. The dialog window appears by selecting the menu

function Tools > Number viewer.

The color of a number slot indicates the following:

Purple => Account numbers defined in the Switchboardapplication (in the systems older

than 5.0, only). Red=> Account numbers defined in the Contact center(CC) application.

Green => Free numbers. Hidden by default. This color is related to the functions (call

management) in the previous software versions.

Blue => Queues.

Yellow => Temporary work numbers. Usually not in use. This color is related to the functions

(call management) in the previous software versions.

Lilac => Voicemail numbers.

Bright red=> Faxes. This type-related information has no relevance in the Communication

Desktop (CDT) application.

When you place the cursor on a number slot, a tooltip displays the number type and the number.

Click an individual number to see further information about it.


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By default the dialog window displays the digits 000-999. Click theNumber range button to select

another range to be displayed.


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3.2.9. CREATING AND DELETING MULTIPLE NUMBERS (NUMBER WIZARD)

NOTE: In this context the termnumberingrefers to the actual extension numbers used for handling the contacts(such as phone calls and voicemail messages) within the telephony system. See the section3.1.3. Managing names and

numbers (page 9).

You can create and delete multiple numbers simultaneously. The dialog window appears by

selecting the menu function Tools > Number wizard.


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This function is related to the call management functions in the previous software versions, but you

can still use it for creating a series of dummy accounts with consecutive numbers. It may be easier to

modify these dummy accounts for use in the appropriate way than to create the accounts from

scratch.

Perform the procedure in the following way:

1. Check the current numbering situation in advance. See the section 3.2.8. Viewing numbering

situation (number viewer) (page 28).

2. Select if you want to create or delete numbers and click the nextbutton.

3. Select the conceptual application and click the nextbutton.

4. Enter the number range (a maximum of 500 numbers) and click the nextbutton.

5. Check the action summary and click the Finish button. Note the following:

If you are creating numbers, check that they do not exist already in the defined range.

If you are deleting numbers, check that the conceptual application and the range match.


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6. Check the report and click the link to view the number range in a graphical format.

7. Click theExitbutton.

3.2.10. CREATING MULTIPLE VOICEMAIL NUMBERS (VOICEMAIL WIZARD)

You can create multiple voicemail numbers simultaneously. The dialog window appears by

selecting the menu function Tools > Voicemail wizard.


1. Check the current numbering situation in advance. See the section 3.2.8. Viewing numbering

situation (number viewer) (page 28).

2. Click the arrow buttons to transfer the selected accounts to the appropriate columns and click

theNextbutton. Note the following:

The list displays only registered and enabled accounts without voicemail rights or

numbers. See the sections 3.2.1. Creating accounts (page 11) and 3.10. Using

account view (page 43).

Use the search function to filter the list.


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You can select multiple items by holding down the Ctrl key on your keyboard.

3. Select one of the following numbering rules:

User numbers plus 0 => The current numbers.

User numbers plus => The existing numbers in increments of the

entered value.

Number(s) starting from => A progressive series of numbers starting

from the initial number entered.4. Select the other options and enable voicemail queues if needed. See the section 3.10. Using

account view (page 43).

5. Click theReady button.


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6. Check the report for errors.

7. Click theExitbutton.

3.3. USING CONSOLE VIEW

NOTE: Normally system administrators create and maintain conceptual applications, audio message files (prompts),queues and schedules in the System Administratorapplication.

You can disable conceptual applications and configure some queue settings (such as the queue-

specific call forwarding function).

The view has the following tabs:

3.3.1. Console tab (page 34)

3.3.2. Queues tab (page 35)

3.3.3. Ad hoc sched. tab (page 36)

3.3.1. CONSOLE TAB

You may need to disable a conceptual application temporarily and select the audio message (a

prompt) which informs the callers why their contact attempts fail. In the Console tab you disable the

application immediately and restart it separately later on, in theAd hoc sched. tab you can make a

high-priority schedule and define the time when the application is closed and restarted.

NOTE: We recommend usingAd hoc schedules instead of the Console view, seeAd hoc sched. tab. Using theConsole view is complicated and requires that related parameters are configured.


1. Select a conceptual application.

2. Select theApplication closedoption.

3. Define the optional audio message. Note the following:

There is no standard message calledAppClosedMessage, you must record a customizedprompt, and save it among the standard prompts. The application locates the file from

the predefined prompt directory automatically.

If you want to use another prompt file of the system, for example ServiceClosed, you

can define that with the advanced application parameter WAV_AppClosedMessage.

If you have saved the customized prompt in a directory other than the predefined

prompt directory, use the browsing button to locate an appropriate file. In this case do

not omit the path and the WAV extension.

4. Enter the optional number to which the inbound calls are forwarded (for example a voicemail

number).


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5. Click the Update button. The conceptual application ceases to handle inbound or outbound

calls. The audio message is played before forwarding the call.

3.3.2. QUEUES TAB

You may need to configure some queue settings in special cases. The tab has only a limited selection

of settings which overlap the complete set of queue settings in the System Administratorapplication

(the Queues view). All queue settings are described in the System Administrator Guide document.


1. Enter the Console tab.

2. Select the application.

3. Enter the Queues tab.

4. Select a queue.

5. Configure the appropriate settings.

6. Click the Update button.


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3.3.3. AD HOC SCHED. TAB

You may need to view, create or delete specific emergency schedules, for example for a sudden

situation when a service needs to be closed and you want to inform customers of this. By selectingtheAd hoc sched. tab you can jump to theManage prompts dialog window.

1. Select the conceptual application in the Console tab.

2. Click theAd hoc sched. tab to view the possible emergency schedules defined for the

application.

3. For information for a specific queue or queue group, click the search button (binoculars).

4. To make a new ad hoc schedule, click the schedule button (clock).

Delete an existing ad hoc schedule by right-clicking it and selecting theDelete option.

Schedules are otherwise managed in the System Administratorapplication.

3.4. USING COMPANY VIEW

NOTE: In this context the terms company, subcompanyanddepartmentrefer to internal units within yourorganization. The corresponding units related to customer information are defined in the CPM Administratorapplication.

You can create companies, subcompanies and departments within your own organization. The

created values are available in the view which is described in section 3.10. Using account view

(page 43), and, if the automatic creation of groups is enabled, in the System Administrator

application, the automatic groups are based on these pieces of information.

You should reserve these values for internal use only, although the companies are transferred to the

CPM database and automatically displayed in the -In-House- and -DB- segments.


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Perform the related procedures in the following way:

Modifying values

Enter the appropriate tab.

Select the value from the drop-down menu.

Enter the new value to the field.

Click the Update button.

Entering new values


Click theAdd new button.

Enter the new value to the field.

Click theAddbutton. Deleting values => If you delete a company in this application, it is not deleted from the

CPM database and you need to manually delete it in the CPM Administratorapplication.


Select the value from the drop-down menu.

Click theDelete button.

3.5. USING GROUPS VIEW

You can view and modify the group account contents (select its members) and define that the group

members inherit some attributes from the group account settings. Note the following:

It is recommended to use template accounts for mass update purposes as described in the

section 3.2.6. Using mass update functions and templates (page 20). Use the Groups view

only for viewing the group contents, adding accounts to the groups, and removing accounts

from them.

Although you can also create a group account in the same way as any other account, it may be

easier to use the template functions and then configure the group account. See the sections

3.2.1. Creating accounts (page 11) and 3.10. Using account view (page 43).

Use the search function to filter the lists. The search function is similar to the basic search

function which is described in the section 3.2.5. Using search functions (page 17).


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You can also remove group members and link an individual account to a group account in the

account settings. See the section 3.10.4. Links tab (page 53).

It is possible to create group accounts automatically based on the Company, Subcompany and

Departmentinformation. The automatic creation can be enabled in the System Administratorapplication.

The Groups tab displays all available group accounts and some information from the account

settings. See the sections 3.10.1. Info tab (page 44) and 3.10.4. Links tab (page 53).

When you select a group account and theMembers tab, theDirectory listfield displays all existing

person accounts and the Members field displays all person accounts linked to the selected group

account. Click the arrow buttons to add the accounts to the group and vice versa. You can select

multiple items by holding down the Ctrl key on your keyboard. You can also drag the cursor overthe list to select consecutive items.

If you want to use these functions for mass update purposes, select which attributes the group

members should inherit from the group account settings. Note the following:

Authorizations/Queue rights => The options are available only if the group account is

registered and enabled. See the sections 3.10.2. Authorization tab (page 46) and 3.10.6.

Queues tab (page 63).

Assistant/Substitute/Superior=> The options are available only if another account is acting as

an assistant, substitute or supervisor for the group account. These are linked informative roles

displayed in the Communication Desktop (CDT). If any accounts are linked together, you can

see the relation (either the group account the person account belongs to, or the person

accounts linked to the group account) in the account settings. See the section 3.10.4. Links

tab (page 53).


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ADMINISTRATION GUIDE3.6. USING BARRING GROUPS VIEW

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3.6. USING BARRING GROUPS VIEW


Barring groups are used for restricting outbound calls with predefined call barring rules. System

administrators create and maintain the barring groups in the System Administratorapplication. In

this view, you can add and remove person accounts to and from the barring groups. Note the

following:

You can also add an individual person account to one of the groups as described in section

3.10.5. Agent tab (page 58).


function which is described in section 3.2.5. Using search functions (page 17).

TheBarring tab displays all available groups.

When you select a barring group and theMembers tab, theDirectory listfield displays all existing

person accounts and the Members field displays all person accounts linked to the selected group.

Click the arrow buttons to transfer the selected items to the appropriate columns. You can select

multiple items by holding down the Ctrl key on your keyboard. You can also drag the cursor over

the list to select consecutive items.


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3.7. USING LOCATION GROUPS VIEW

NOTE: System administrators create and maintain location groups in the System Administratorapplication.


You can add and remove person accounts to and from the location groups. These groups are usedwith the location-based call routing. Note the following:

You can also add an individual person account to one of the groups as described in section

3.10.5. Agent tab (page 58).


function which is described in the section 3.2.5. Using search functions (page 17).

TheLocation tab displays all available groups.

When you select a location group and theMembers tab, theDirectory listfield displays all existing

person accounts and the Members field displays all person accounts linked to the selected group.


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ADMINISTRATION GUIDE3.8. USING BANDWIDTH GROUPS VIEW

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Click the arrow buttons to transfer the selected items to the appropriate columns. You can select

multiple items by holding down the Ctrl key on your keyboard. You can also drag the cursor over

the list to select consecutive items.

3.8. USING BANDWIDTH GROUPS VIEW

You can manage the bandwidth location groups, that is add and remove accounts to/from the groups.

The actual groups are created and the specific bandwidth is assigned in the System administrator

application, see the corresponding guide.

The view has the Groups tab and theMembers tab.

NOTE: Each account can belong to one bandwidth group only.

3.8.1. MANAGING BANDWIDTH GROUPS

1. Select theBandwidth groups view and the Groups tab.

2. Select the group, whose members you want to add or remove. If there are several groups you

can use the Search field.


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3. Select theMembers tab.

4. Select the account from the list in the left field, and click the >>> (Add members) button.

5. If you want to remove members from the group, click the


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3. Select theMembers tab.4. Select the account from the list in the left field, and click the > (Add members) button.

5. If you want to remove members from the group, click the < (Remove members) button.

6. Click the Update button to save the changes.

3.10. USING ACCOUNT VIEW

NOTE: System administrators create and maintain queues and skills in the System Administratorapplication. Theyalso create links to the CPM database and external applications.

You can create and configure accounts. Note the following:

It is recommended to use template accounts for mass update purposes as described in the

section 3.2.6. Using mass update functions and templates (page 20). Use the functions

described in the section 3.5. Using groups view (page 37) only for viewing the group

contents, adding accounts to the groups, and removing accounts from them.

You can create a group account in the same way as any other account, but it may be easier to

use the template functions and then configure the group account.


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ADMINISTRATION GUIDE3.10.1. INFO TAB

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It is possible to create group accounts automatically based on the Company, Subcompany and

Departmentinformation. The automatic creation can be enabled in the System Administrator

application.

Many of the account settings are hierarchically linked to other settings in this and other views.For example, some tabs are disabled until the account is registered and enabled. Some tabs are

displayed according to your authorization level, and you may not have appropriate user rights

to configure some settings. See the section 3.1. Understanding basic management issues

(page 7).

When you select an item from the account list, the account-specific infocard appears. When

you enter the account view by clicking theAccountitem in the side navigation frame, a blank

account infocard appears. To search a specific account, see the section 3.2.5. Using search

functions (page 17).

If you delete an account in this application, it is deleted in the CPM database as well.

The view has the following tabs:

3.10.1. Info tab (page 44)

3.10.2. Authorization tab (page 46)

3.10.3. Authentication tab (page 52)

3.10.4. Links tab (page 53)

3.10.5. Agent tab (page 58)

3.10.6. Queues tab (page 63)

3.10.7. Skill tab (page 64)

3.10.8. CMC tab (page 64)

3.10.9. Voicemail tab (page 69) 3.10.10. Monitoring tab (page 70)

3.10.11. CPM tab (page 71)

3.10.12. External app. tab (page 72)

3.10.1. INFO TAB

Enter basic information about the account. The items are displayed in the Communication Desktop

(CDT) directory, and the searches made in the directory can be based on them.

Type => The account type (compulsory). The following options are available: PERSON=> Actual users (such as contact center agents or switchboard operators).

FAX=> Fax devices. This type-related information is displayed in the Communication

Desktop (CDT) application.

GROUP => See the sections 3.2.6. Using mass update functions and templates

(page 20) and 3.5. Using groups view (page 37).

RESOURCE=> For example shared terminal devices in meeting rooms.

TEMPLATE=> See the sections 3.2.6. Using mass update functions and templates

(page 20) and 3.5. Using groups view (page 37).

Name => The displayed account name (compulsory) (such as Smith, John). See the section

3.1.3. Managing names and numbers (page 9).


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Number=> The extension number (compulsory) (such as 5050). Usually the personal number

(the OPER_DIR queue). For basic principles see also the section 3.1.3. Managing names

and numbers (page 9).

The number is displayed in the directory in the Communication Desktop (CDT)application.

In special cases you may want to display another suitable number (such as an extension

number in another integrated telephony system, or the queue or switchboard number)

in the directory instead of the personal number, see section 3.2.4. Configuring

superior-assistant function (page 16). For example, if an agent is on the maternity

leave, you can remove her agent and phone rights (theAuthorization tab) and enter the

switchboard number (or such) into this tab. The person account is still shown in the

CDT directory, but the calls are taken to the switchboard.

Title => An optional title (such as Call center manager).

ID => An optional identifier which is transferred from the database. This is a special function

for advanced use only. Contact the supplier for further information. Mobile => An optional mobile telephone number (such as +358123456789). This

information is used in various functions in the in the Communication Desktop (CDT)

application. See the section 3.1.3. Managing names and numbers (page 9).

Pager=> An optional pager number.

Fax => An optional fax number.

Additional no. => An optional additional telephone number (such as the number where you

can reach this account in emergencies). This information is displayed in the Communication

Desktop (CDT) application (the Other numberfield).

E-mail => An optional e-mail address. NOTE: E-mail address must be defined for the account

if the chat channel is going to be used. Company/Subcompany/Department=> Optional internal information, however if the

automatic groups are used this information is compulsory. The selectable companies,

subcompanies and departments can be defined in the Company view, see the section 3.4.

Using company view (page 36)

Location => An optional physical or virtual location (such as First flooror Sales room). Note

the following:

This information is compulsory if reporting is in use, and it is also used in monitoring.

Unlike the location groups, this location information is not used in the location-based

call routing. See the section 3.7. Using location groups view (page 40).

Cost center=> An optional cost center.

Info 1/2/3 => Optional free-form information (such as descriptive text or dates).

Employee ID1/2 => Two fields for optional free-form information, for example for the

employee number of an other administrative system. Maximum number of characters is 16 in

each of the fields.

Responsibilities => Optional free-form information (such as brief description of tasks).

Image file => Optional, enables displaying the accounts photo.

Enter the image file name and click the update button. If the files are located in the

default folder\thumbnails in the Web Clients software package, only the file name is

required. If the photo file is somewhere else, enter the entire path.

NOTE: If the Web Clients and Web Administration Tools packages are installed on


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different web sites, the corresponding service instance parameters must be configured

(in System Administratorapplication) to enable viewing these photos in the User

Administratorapplication.

If the file name is not defined at all, the photos are handled in the same way as in the5.0 and earlier versions, that is the account must have an e-mail address, and the image

file with the name .jpg is displayed.

NOTE: Do not use space or any special characters in the file names or paths.

A view in the Communication Desktop (CDT) application:

3.10.2. AUTHORIZATION TAB

CAUTION: Do not give any user rights before the conceptual and actual software applications are installed andconfigured properly. Give only the appropriate rights to each account, and do not give extra rights just as a precaution. A

large number of accounts with too high authorization levels increase the risk of faults and misuse.

NOTE: External agents have rights to serve in all types of queues. For example, an account may not have rights forany actual enterprise telephony functions, but is still able to serve in queues remotely.

View and manage the accounts user rights in this tab.


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User ID prefix => The optional prefix for the username (such as the domain name).

This information is compulsory if the same username is used in theMicrosoft Windows

NTauthentication where the username is prefixed with this value (for example,

domainname => domainname.john.smith). This is a special function for advanced use only. Contact the supplier for further

information.

User ID => The compulsory username (such asjohn.smith). See the section 3.1.3. Managing

names and numbers (page 9). If a specific anonymous user is being defined, include the text

anonymous to the user id.

Language => Defines the language used in the prompts of the system (def.) and the user

interface (UI).

Administration applications are in English only.

End user applications are supported in English, Finnish, German, Swedish, Russian,

Italian, Spanish and French.

Other unofficial language versions may also be available.

The user can change the UI language in the Communication Desktop (CDT) application

and the Personal information browser window (formerly called the Single Sign-on

window). See the Communication Desktop (CDT) User Guide document.

If the def. language has the value Use UI lang.(the default value) the prompts are

played in the same language as the UI is displayed, also when the user changes the

language.

Time zone => The time zone where the agent is located. The workstation where the

Communication Desktop (CDT) application is run sends the time zone information to this

field, typically no need to update.

Register user=> If this option is selected, the account is transferred to the CPM database.

Enable user=> If this option is selected, the account is displayed in other applications as well.

If the account has System Administratorrights, enabling/disabling the account in the System

Administratorapplication affects this option as well and vice versa.

Hide user=> If this option is selected, the account is hidden from the -In-House- segment in

the CPM database.

Set password=> This option enables that the administrator can enter or change the accounts

password in the next option.

Password/Confirm password=> Defines the password that the account must enter during the

login. The user can also define the password in the CDT and CMC applications. By default,

the password set by the administrator must be changed when the user logs on the first time toany of the end-user applications, and the password must be longer than 3 characters. These

password policies are set in System Administrator.

The Communication Mobile Client(CMC) users must always have the password.

If the account forgets the password, it cannot be recovered. The only way is to define a

new password in the User Administratorapplication.

If the account uses certain functions (such as related to PRSIVR, voicemail, and

external agents) where no characters but numbers can be entered, a numeric PIN code

can be used for authentication. See the chapter 3.10.3. Authentication tab (page 52).

The password fields are not case-sensitive.


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If you give the CPM rights after the account has been created, you must change the

password simultaneously. This is due to limitations related to encrypted passwords and

SQL logins.

USER TYPE RIGHTS IN CDT RIGHTS TO SERVE IN QUEUES

None No rights No rights

CMC: Limited

functions (Lite)

No rights, enables the use of the

Lite mode of the CMC

application

No rights

CDT: Directory user - Directory search functions No rights

CDT: Phone user - Directory search functions

- Enterprise telephony functions

No rights

CDT: Superior-

assistant queue user

- Directory search functions


Rights to serve in superiors queues

CDT: Advanced user - Directory search functions


- Rights to serve in all types of call

queues (no rights for e-mail channels)

- Rights to serve as an external agent

CDT: Contact center

agent


- Enterprise telephony functions- Contact center functions

- Rights to serve in all types of queues


CDT: Contact center

supervisor



- Contact center functions

- Supervising functions

- Rights to serve in all types of queues


User type settings


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Additional settings (optional values)

SETTING DESCRIPTION

Special rights for CDT *None => No rights to modify user information in directories (via the

CDT application).

*Can edit personal information => Rights to modify personal directory,

and create personal segments.

Can edit customers and other users => Rights to modify personal and

other users directory information and create external customers.

Full editing and search rights => Displays the SwitchboardandAdditional info tabs in the CDT applications directory view. Enables

advanced searches using the advanced contact search template.

*The right to modify other users availability information can be cancelled

in the System Administratorapplication with the parameter

appcnf_UI_allow_user_prs_update.

Messenger Rights for the functions related to IM (and SMS) messages and chatting in

the CDT application.

Requires rights for enterprise telephony functions.

Conference Rights for the conference call functions in the CDT application.


Video Rights for the video call function in the CDT application.Requires rights for enterprise telephony functions.

MTD Rights for the MTD (multiterminal desktop) function in the CDT

application.


User Administrator Rights to use this User Administratorapplication (low-level

administration rights).

User administrators have automatically rights to modify personal and

other users directory and availability information.


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External phone settings (optional values):

System Administration

(limited)

Rights to modify queues, barring groups, skills and schedules in the

System Administratorapplication.

NOTE: Users with the user administrator rights only cannot grant thisright to an account.

Reporting

Administrator

Rights to access theReporting Administratorapplication for activating the

data transformation processes for reporting.

NOTE: Only System Administrators can edit this right.

Customized functions Allows to enable customer-specific functions by entering a semi-colon-

separated list of values.

For advanced use only (contact the supplier for further information).

SETTING DESCRIPTION

SETTING DESCRIPTION

MS Outlook Extension -None => No rights for the Phone for MS Office Outlook

extension application

-Availability functions => Rights to use PRS profiles in the

extension application

- Phone and availability functions => Rights to use calling

functions and PRS profiles in the extension application

Communication Mobile Client

(CMC)

- Rights for the Communication Mobile Client(CMC) full mode

application

- Activates the CMC tab

IP hardphone/third-party phone - Rights to use a hardware phone (a H323 or SIP terminal) or a

separately defined external device (such as PBX) for calling

functions.

- These rights may be combined with directory and availability

rights.


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ADMINISTRATION GUIDE3.10.2.1. DEFINING CMC USERS

USER ADMINISTRATOR

17.3.2009

3.10.2.1. DEFINING CMC US

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