Access to SMI Workbench administration

[turtlezzz]

How do you acccomplish giving the supervisors access to ONLY the Real Time Displays and USER administration? I do not want the supervisors to have access the the Switch, System and CallFlow Administrations


Also in reference to post for real time displays:

http://www.tek-tips.com/viewthread.cfm?qid=1054360&page=1

How do I accomplish giving the agents access to ONLY real time displays for queues they are asssigned to? – Is that purchasing the GRTD?

 

[yyrkroon]

on the client, you can configure different access classes and assign them to those access class to user.

the access class would allow you to give user, read, write or view only priveledges to all or certain portion of the smi tree.

I'm not in front of the client right now, but it I believe the section is label Access Class Configuration

 

[turtlezzz]

Thanks - Under Accesss Class, I created a class to be able to view real time.

 

[turtlezzz]

We have about 25 agents that need to view real time displays. I checked under Historical/Parameters and for Active agents>NA and Agent Positions(phonesets)>200

Is it recommended to install the software and give them the access to view only or are we not lic for it?

 

[yyrkroon]

what you're seeing is ACD position. This has no bearing on client access. The SCCS provides up to 100 active client sessions, regardless of ACD position.

If you plan on giving access to your agents, make sure you give them the right access class...otherwise your agent could end up breaking your callcenter.

 

[turtlezzz]

I created class with only View Access to Real time displays. Is there any other way to give them Real Time displays without having to install the SMI on the client machines?
Thanks for your help

 

[yyrkroon]

Web client or GRTD - or have a seperate pc run RTD and display that on a TV/monitor...you'll need a video card with s-video out for this though.