Users & Endpoints

Users & Endpoints are new to V10.7. An endpoint (equivalent to 'agent' in previous versions of SCC) is a specific, media agnostic, user 'presence'. A user may have one or more endpoints. For more details, see Terminology in V10.7 and Agents and Users.

Fig. 1 - Users and Endpoints Tab

The Users & Endpoints tab (Fig. 1) lists

all current users configured for the current tenant (left pane). Descriptions of the displayed columns are given in Editing Users > Identity below
all current endpoints configured for each user (right pane)

Editing Users

When New or Edit are clicked, the user properties dialogue is shown (Fig. 2):

Fig. 2 - Editing Users

User properties are organised into the following areas:

Identity

Setting	Description
Username	A user name unique for this tenant. Shown in the Users list in the Name column
Password	The user password
Description	A short description to aid identification. Shown in the Users list in the Description column
Default telephony address	This would normally be the voice telephone number for the user. Shown in the Users list in the Ext column
Authenticate using Operating System	Check when using Single Sign On
Account locked	Checked after several failed login attempts. See Landlord Administration - Password Validation. Shown in the Users list in the column. The current number of failed login attempts is shown in the Current Failed Attempts column.
Use WebRTC phone	Enables the Softdial Webphone™ in Softdial Agent Desktop™

Permissions

Each user can be granted the levels of permission described below. When logging in with these permissions, the applications presented to the user in the web client Home page (see Accessing Client Applications) are limited as indicated below.

Note that permissions can be combined, e.g. Supervisor plus Recording Monitor; Configuration plus Campaign Mgr - Admin

Permission Level	Description	Agent Desktop	Reporter	Repository	Campaign Manager	Recording Monitor
		Web client Home limited to...
Agent	Regular call center agent. Has permissions for any agent functions	X
Supervisor	As agent, but can monitor/ coach and can issue Kill Agent [KA] and Move Agent [MA] commands. Includes Agent permissions	X	X
Configuration	Access to configuration via Softdial Repository™. Includes Agent and Supervisor permissions	X	X	X
System	Currently same as Configuration (reserved for future use).	X	X	X
Campaign Mgr - Jobs	Access to Softdial Campaign Manager™ Start and Stop campaigns, Reload, Suspend				X (limited)
Campaign Mgr - Admin	Access to all Softdial Campaign Manager™ functions				X
Record Monitor	Access to Softdial Recording Monitor™					X
Super User	Includes all permissions	X	X	X	X	X

Editing Endpoints

To show all endpoints associated with a user, click on a User. The Endpoints pane displays a list of all configured endpoints for that user (Fig. 1).

When New or Edit are clicked, the endpoint properties dialogue is shown

Fig. 3 - Editing Endpoints

Endpoint properties are organised into the following areas:

Identity

Setting	Display Column in Fig. 1	Description
Name	Name	An endpoint name, unique to this user.
Default Campaign	Def Cmp	If the endpoint is not re-assigned to another campaign (e.g. during blending), this is the campaign that will be used. May be left blank. The user will then be asked which campaign they would like to join when they log in.
Default Telephony Address	Def Tele	Normally will be the same as the User's Default Telephony Address (as a user should only be servicing one voice call at a time). May be left blank, to enable hot-desking. The user will then be asked to enter their address/ extension when they log in.

Setting

Display Column in Fig. 1

Description

Name

An endpoint name, unique to this user.

Default Campaign

Def Cmp

If the endpoint is not re-assigned to another campaign (e.g. during blending), this is the campaign that will be used.

May be left blank. The user will then be asked which campaign they would like to join when they log in.

Default Telephony Address

Def Tele

Normally will be the same as the User's Default Telephony Address (as a user should only be servicing one voice call at a time).

May be left blank, to enable hot-desking. The user will then be asked to enter their address/ extension when they log in.

Properties

Setting	Description
Stations nailed up on logon	Whether the endpoint is nailed up automatically when the user logs on. Shown in the Endpoints list in the NLD column
Record all calls for this endpoint	Whether all calls for this endpoint are to be recorded. This is effective for calls for any campaign that the endpoint services, not just the default campaign. Shown in the Endpoints list in the BKT (blanket) column
Auto Accept	Whether this endpoint will automatically accept transfers from another endpoint. i.e. via a blind transfer rather than a supervised transfer. Shown in the Endpoints list in the Auto Accept column