Maintenance Manual

Personnel 83
• User Roles and Privileges 83
Administrator 84
Administrator Considerations 84
Agents and Knowledge Workers 84
Supervisors 85
Managers 85
Archive Users 85
Evaluators 86
• User Administration 86
Active Directory Systems 86
Linking ACD Users to Active Directory Accounts 90
Linking an ACD User to an Active Directory account 92
Assigning User Roles to an ACD User 92
Switching Active Directory–ACD Links 93
Creating a Non-ACD User 93
Assigning Roles to a Non-ACD User 95
Non-Active Directory Systems 95
Configuring an ACD User 99
Creating a Non-ACD User 100
Assigning Roles to a Non-ACD User 101
License/Unlicense Users 102
Changing a User’s License Status 102
Deleting a Unified CCX User 103
Deleting a Non-ACD User 103
•Team Administration 104
Managing Teams 105
• Group Administration 106
Managing Groups 107
Recordings 109
• About Recordings 109
• Cisco MediaSense Recording Considerations 110