IPCCX 5.0(2) - Supervisor web limited access to resources

amaia.lesta · ‎02-09-2009

Dear all,

We have several supervisors in our system. One supervisors is associated to two teams.

We have configured their access to their teams(System -> System parameter ->Supervisor access = access to supervisor's team only)

But when we login http://SERVERIP/appadmin with their userID and pwassword they can see all the resources in the system, not only the ones of their teams.

How can we limit their access to their team resources?

Thanks a lot for your kind cooperation.

Best regards,

Amaia

Chad Stachowicz · ‎02-09-2009

That webpage is for administrators not supervisors. Team limitations are seen in Supervisor Desktop not the webpage. If you give a supervisor administrative rights to log onto UCCX at that weblink, they will have full access to do anything they want. If your talking about just the reskilling feature. In all versions of IPCC People can reskill people who are not in their teams.

HTH, please rate useful posts.

Chad

amaia.lesta · ‎02-09-2009

Dear Chad,

Thanks a lot for your kind answer.

In the administration Guide http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/maintenance/admin/crs501ag.pdf

there is a chapter "Using the CRS Supervisor Web Interface" in which it is stated that supervisors can access this web to manage their teams. Concretely it is stated that:

Depending on the license allowed, Cisco CRS Supervisors have the following

privileges:

â€¢ Download and install the Real Time Reporting client and Historical

Reporting client to view reports.

â€¢ View the list of all Teams for which this user is the Supervisor.

â€¢ Configure the Teams managed by the Supervisor.

â€¢ View the Skills, CSQs and Resource Groups

The adminstrator sets in System --> System Parameters the access rights for the supervisor to "only access their teams"

But it seems not to work properly for the website.

As you have guessed our idea is to allow supervisors to reskill their teams, but not everybody.

Any idea about how to do it?

Best regards, Amaia

Chad Stachowicz · ‎02-09-2009

Did you make you supervisor's also administrators under usermanagment? If you did it says they can only have the supervisor right. Please verify you only have that right. Also make sure that supervisor isnt the secondary supervisor for the teams he can see. If this doesnt work, I imagine its unclear documentation. In every version of IPCC I have worked with supervisor can reskill any agent, even if its not in their team :)

Chad

amaia.lesta · ‎02-09-2009

Dear Chad,

Thanks a lot for your fast reply.

I hvae a doubt: Why the supervisor can't be secondary supervisor?

The supervisors have the following rights:

- agent

- supervisor

- reporting

So they are not administrators.

Any way, it is bad new to know that its supervisor can't be limited to access only to its agents.

BR,amaia

Anthony Holloway · ‎02-09-2009

It is a known fact that Supervisors can change any agent, not just the ones on their team.

It's something we all have to deal with.

Hang in there. The product is changing with every release.