For an agent to work on a particular project, they must normally be granted access rights to it. This is usually done through the Access rights page.
Access rights
The quickest way to give multiple agents access to the same project, or to give a single agent access to multiple projects is the Access rights page.
In your Admin account:
- Go to the Users page.
- Go to the Access rights subpage.
- For Show by click to select Agent if you want to view the list of agents and which projects they have access to, or Project is you want to see a list of your projects and which agents have access to them.
Choosing the projects that agents can access
Choose Show by to be Agent:
- Click the Agent group drop-down list to see only agents in a particular agent group.
- Click the Office drop-down list to see only agents in a particular office.
The table contains the following columns:
- Agent shows the agent's name.
- Agent group shows which group the agent belongs to, if any.
- Office shows the office associated with that agent, if any.
- Allowed projects shows which projects the agent has access rights to. This will either display:
- No projects - the agent currently has no access rights to any projects.
- Full access rights within the office - the agent has access rights to all projects with the same office as the agent.
- A list of named projects - the agent has access rights to those projects only.
To update one or more agents:
- Click to tick the check boxes for the agents whose access rights you want to change.
- Click the Change access rights button at the top of the table.
- In the Change access rights dialog, either:
-
- Click to select Full access rights within the office to give the agent access rights to all projects which share their office. Note this does include any future projects created in that office.
- Click to select Replace with access rights to the selected projects only and click the drop-down list to select which projects the agent should have access to. Be sure to tick all projects the agent should have access to, this will remove access to any projects that you do not tick.
- Click to select Remove all access rights to revoke any access rights to any project that agent has.
- Click the Save button to save the changes.
Choosing the agents who can access a project
Choose Show by to be Project:
- Click the Office drop-down list to see only projects in a particular office.
The table contains the following columns:
- Project - shows the project name.
- Office - shows the office associated with that project, if any.
- Agents with access to project - shows a list of agents who have been given specific access to this project.
- Agents with full access rights - shows how many agents have access to this project as part of having full access rights. Click the down arrow to see a list of who those agents are.
To update one or more projects:
- Click to tick the check boxes for the projects whose access rights you want to change.
- Click the Change access rights button at the top of the table.
- In the change access rights dialog either:
-
- Click to select Replace with access rights for the selected agents only, then click the drop-down list to tick all agents you want to have specific access rights to this project. Any agents you do not tick will have access removed, unless they have full access.
- Click to select Remove access rights from agents without full access rights to remove access to this project from all agents who do not have full access.
- Click the Save button to update the access rights.
Other places that access rights can be set
While access rights will generally be handled as described above, there are two exceptions to consider. One for agents working outbound, and one for agents working on inbound call queues.
Outbound project settings
When creating an outbound project, you can define agents to be associated with a project by default. Each agent can only have one default project, so adding them in one project will potentially remove them from another.
To select agents to have this project as their default, in the project settings:
- In the Agent and contact list selections section, click to tick the checkboxes for the agents you want to add.
- Click the Save button to save the change.
The selected agents will have access rights to this project.
Call queue settings
The exception to the general rule that agents need access rights to projects comes when dealing with inbound call queues. They can be set such that agents do not need access rights to the project to answer calls from that queue. This option is not available for message queues.
To enable this, in the queue settings:
- In the Optional settings section, click to untick To access the queue, require the agent to have an access rights to the project.
- Click the Save button to save that change.
Agent will no longer require access to the project to answer calls from that queue.