Installation guide

The Security tab 11-83
Chapter 11: Managing Users and Roles
Wave Global Administrator Guide
Note the following:
• Checking this field is a security risk, as long-standing passwords are easier to guess.
• You should check this field for users of IP phones that use PLAR, because a
changed password prevents the phone from working.
•
User must change password on next logon. If checked, the system requires the user to
change his or her password the next time he or she logs on to any workstation application
or by using the phone commands.
•
User is locked out. If checked, the account cannot log on to the system, even with the
correct username and password. Depending on your system settings, lockout can occur
automatically if someone repeatedly tried and failed to log on to the account. Uncheck
the field to unlock the account and permit normal logging on.
Configuring whether the user’s calls can be supervised
You can choose whether the user’s personal calls can be supervised by other users with
permission to do so. These settings do not apply to Contact Center queue calls. Supervision of
Contact Center queue calls is controlled separately by agent permissions.
In each of the following fields choose “Yes,” “No,” or “System Default”:
•
Personal calls can be monitored. Any user with the “Allow monitoring user calls”
permission can listen to this user’s personal (not queue) calls without this user knowing.
•
Personal calls can be coached. Any user with the “Allow coaching user calls”
permission can add himself or herself to this user’s personal (not queue) call and be heard
by this user, but not by the caller.
Note: To coach a call between two users, the user being coached must allow coaching
and the other user must allow monitoring. This is because coaching the first user
automatically involves hearing (monitoring) the other user. If your supervisors will be
coaching calls between users, you should set up users to allow monitoring as well as
coaching.
•
Personal calls can be joined. Any user with the “Allow joining user calls” permission
can add himself or herself to this user’s personal (not queue) call as a full participant.
Release 2.0
September 2010