CtiOs User Roles

Program #:   1651

Module:    System Administration

Overview

Use CtiOs User Roles (program #1651) to assign roles that a user may perform in a call center. Each role may have a corresponding list of skills that are configured on the CtiOs system and will have a separate Agent ID associated with that role.

When a user has an agent role assigned in this program and a CtiOs site assigned in program #1501, a CtiOs login dialog box opens whenever the user logs into SBN. The user selects the appropriate agent role in the dialog box and logs into CtiOs along with SBN.

Note: The CtiOs login window only appears when you log into SBN initially. If you open a second session of SBN, the CtiOs login does not appear, preventing multiple instances of the CtiOs application.

Navigating to CtiOs User Roles

Use the following steps to navigate to the CtiOs User Roles program:

1.  From the main SBN toolbar, select Menu.

2.  From the drop-down menu, select Go To.

3.  In the Go To Program dialog box, type in "1651" and press enter.

  w The CtiOs User Roles program opens.

The CtiOs User Roles Window

The following graphic displays CtiOs User Roles as the program opens. The window displays previously defined CtiOs user roles.

Field/Column Descriptions

The following table describes the fields and columns in the CtiOs User Roles program.

Viewing Details of a CtiOs User Role

Use the following steps to view CtiOs user role details:

   1.    Select the CtiOs user role you want to view.

   2.    Choose Get Record.

w The CtiOs user role details appear in the fields in the lower pane.

Creating a CtiOs User Role

Use the following steps to create a new CtiOs user role:

   1.    Choose New Record.

w The fields in the lower pane open for changes.

   2.    Enter details for the user role.

   3.    Choose Save.

w The new user role appears in the list in the upper pane.

Changing a CtiOs User Role

Use the following steps to change the details of a CtiOs user role:

   1.    From the upper pane, select the CtiOs user role you want to change by double-clicking or choosing Get Record.

w The user role details appear in the lower pane.

   2.    Choose Change Record.

w The fields in the lower pane open for changes.

   3.    Change as necessary.

  4.   Choose Save.

Deleting a CtiOs User Role

Use the following steps to delete a CtiOs user role:

   1.    From the upper pane, select the CtiOs user role you want to delete by double-clicking or choosing Get Record.

w The user role details appear in the lower pane.

   2.    Choose Delete Record.

w A confirm dialog box opens: "Are you sure?"

   3.    Choose Yes.

  4.   SBN removes the user role from the list in the upper pane.

Button Functions

The following table displays the buttons, describes the shortcut keys, actions, and functionality.

Modifications and Updates to CtiOs User Roles

The following table lists modifications and updates to the CtiOs User Roles document.