This tab is for creating new Agents or for modifying Agents. The example below shows the Agent Tab in a
Fixed Seating environment which shows an additional section called “Details” (shown below).
Adding or Modifying Agents
Select the New or Modify buttons.
Assign a unique Agent ID and Password for each individual Voice Print user. Passwords are case sensitive and spaces are valid characters. Enter a unique numeric Agent ID (up to 5 digits) and an alphanumeric password (up to 15 characters). Fill in the Agent information including the First and Last Name, then click
Modify or Add. When adding new agents to the system, Voice Print will keep the Add New Agents window
open until you are finished.
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Deleting Agents
To delete an Agent from the system, highlight the Agent and then select the delete button. You will receive the following warning:
Select Yes to permanently delete the Agent from the system.
Adding and Defining Rights
Use the User Type/Rights check boxes to select and allow Administrator, Search/Playback, and Live Monitor- ing rights, as necessary.
; Administrator (Solid Check Mark)
A solid check mark allows access to all sub-tabs of the Voice Print Setup tab. First Level Administrators have the ability to see current system status, search and playback all calls, live monitor all calls, maintain archive media, setup system parameters, add and delete users, disable channels, add/edit channel names, change user’s rights, and shutdown the Voice Print Server. If you have Administrator Rights there is no need to check the other User Type/Rights check boxes or to define Group Access. First Level Administrators have Full authority to Voice Print so be careful how you assign this User Right!
; Administrator (Light Gray Check Mark)
There are two levels of Administrator. A light gray check mark is for second level administration and allows access to All Tabs with the exception being the Voice Print Setup Tab. The Voice Print
Setup Tab is limited to the Channels and Agents Tab only. Under the Agents Tab, you only have
rights to modify Agent Names (can’t see password or change Agent ID) and cannot grant Adminis trator rights (all other rights are applicable). Under the Channels Tab, you cannot configure the
Advanced Channel Feature. Second level administrators cannot Exit (shutdown) Voice Print.
33 ; Search/Playback
This checkbox allows access to the Search/Playback tab. Additionally, Agents will have the ability to view System Status, Channel Activity, and maintain Archive Media on the Voice Print Server. ; Self Playback Only
This checkbox allows Agents to playback export and save calls tagged only with their own Agent
ID. This feature only works in conjunction with the Search/Playback tab. Additionally, Agents will
have the ability to view System Status, Channel Activity, and maintain Archive Media on the Voice
Print Server.
Note: Self Playback Only overrides any settings in Group Access in a fixed seating
environment. Self Playback Only is not applicable in a free seating environment so you will need to assign the Agent to a Channel Group(s) using Group ID or Group
Access for playback capability.
; Export Calls
This checkbox allows the user to export a call to email or to a file if the Search/Playback box is also checked. Additionally, Agents will have the ability to view System Status, Channel Activity, and maintain Archive Media on the Voice Print Server. For the export to email feature to work, a MAPI
profile must be setup on the Voice Print Server.
; Live Monitor
This checkbox allows access to the Live Monitor Tab where you can monitor a call in real-time. Additionally, Agents will have the ability to view System Status, Channel Activity, and maintain
Archive Media on the Voice Print Server. You can restrict which channels can be Live Monitored by
checking the Disable Live Monitoring checkbox on a per channel basis (see the Channels Tab for instructions).
Privacy Locks (CTI Environment)
Privacy Locks provide the Agent protection against any users who do not have administrator rights.
; Record Agent
In a CTI environment, Voice Print checks to see if we should be recording the Agent based on this checkbox.
; No Call Playback
Disables second level Administrators to playback calls for this Agent. ; No Live Monitoring
Disables second level Administrators to Live Monitor calls for this Agent.
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Details (Only viewable in Fixed Seating Environments)
The Details Section for the Agents Tab is only viewable in a Fixed Seating environment. Fixed Seating corre- lates Agent ID’s to Channel Numbers if the Agents Extension Number matches a Channel Extension Number. This will allow Agents to search and playback calls by their Agent ID.
Extension
Enter the Agent’s Extension Number (5 digit numeric length). This correlates Agent ID’s to Channel
Numbers if the Agents extension number matches a Channel extension number. This will allow Agents to search and playback calls by their Agent ID.
Department ID
As desired, enter an alphanumeric description (9 character limit). Desk Location
As desired, enter an alphanumeric description (20 character limit).
Note: If the entry is an exact match from the Desk Location entry in the Details Section from the
Channels Tab, then Voice Print will append the Agents Agent ID to the call. This will allow Agents to search and playback calls by their Agent ID.
Class of Service (COS)
Allows you to tag and retain calls from 5 to 365 days in LTS for the selected Agent (the default equals 0 or none). A COS tagged Call is not written to archive media. When the retention level of a
COS tagged Call is met it is deleted from LTS. When the LTS setting is less than the COS
retention level setting, then the LTS setting will take precedence and delete the call from LTS first. If the Channels Tab > Details section already contains an entry for COS then it will override this entry.
Group ID and Group Access
At least one Group ID or Group Access is required for an Agent to playback calls in a Free Seating Environ-
ment and it’s an option in a Fixed Seating Environment. The Self Playback selection overrides any setting in
Group ID or Group Access and is only applicable in a Fixed Seating Environment.
35 Group ID
Assign a single Group ID (from the Group ID Number assigned in the Channels Tab) for the Agent to access calls.
Group Access
Group Access allows you to select more than one Group ID for the Agent to access calls. You can
select up to as many as 95 Groups.
This example shows access to all Groups.
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