Tenant Resource Configuration

Users & Endpoints

The Users & Endpoints tab allows the user to configure users and endpoints for this tenant.

Users & Endpoints are new to V10.7. An endpoint (equivalent to 'agent' in previous versions of SCC) is a specific, media agnostic, user 'presence'. A user may have one or more endpoints. For more details, see Terminology from V10.7 and Agents and Users.

Users and Endpoints Tab

Fig. 1 - Users and Endpoints Tab

The Users & Endpoints tab (Fig. 1) lists

When New or Edit are clicked, the user properties dialogue is shown (Fig. 2):

Editing Users

Fig. 2 - Editing Users

User properties are organised into the following areas:


Setting Description
Username A user name unique for this tenant. Shown in the Users list in the Name column
Password The user password
Description A short description to aid identification. Shown in the Users list in the Description column
Default telephony address This would normally be the voice telephone number for the user. Shown in the Users list in the Ext column
Authenticate using Operating System Check when using Single Sign On
Account locked Checked after several failed login attempts. See Landlord Administration - Password Validation.

From V10.7.1691 - Account can be locked/ unlocked manually by checking/ unchecking the box

Shown in the Users list in the Account Locked column. The current number of failed login attempts is shown in the Current Failed Attempts column.
Use WebRTC phone Enables the WebRTC in Softdial Agent Desktop™

Each user can be granted the levels of permission described below. When logging in with these permissions, the applications presented to the user in the web client Home page (see Accessing Client Applications) are limited as indicated below.

Note that permissions can be combined, e.g. Supervisor plus Recording Monitor; Configuration plus Campaign Mgr - Admin

    Web client Home limited to...
Permission Level Description Agent Desktop Reporter Repository Campaign Manager Recording Monitor
Agent Regular call center agent. Has permissions for any agent functions X        
Supervisor As agent, but can monitor/ coach and can issue Kill Agent [KA] and Move Agent [MA] commands. Includes Agent permissions X X      
Configuration Access to configuration via Softdial Repository™. Includes Agent and Supervisor permissions X X X    
System Currently same as Configuration (reserved for future use). X X X    
Campaign Mgr - Jobs Access to Softdial Campaign Manager™ Start and Stop campaigns, Reload, Suspend       X (limited)  
Campaign Mgr - Admin Access to all Softdial Campaign Manager™ functions       X  
Record Monitor Access to Softdial Recording Monitor™         X
Super User Includes all permissions X X X X X

From V10.7.1731 - For each user, access to recordings within Softdial Recording Monitor™ can be restricted to those with

  • a specified campaign name
  • a specified tag or combination of tags

The RecMon Forced Filters button is disabled by default. To enable it, in the Permissions area, check the Record Monitor box (giving permission to use Softdial Recording Monitor™).

To set forced filters for access to recordings for this user:

  1. Click the RecMon Forced Filters button. The RecMon Forced Filters dialog is displayed (Fig. 3).

    Forced Filters dialog

    Fig. 3 - RecMon Forced Filters dialog

  2. If required, select a campaign from the Campaign drop down
  3. If required, enter text into a Tag field
  4. Click OK

When the user configuration is saved, the user will only have access to recordings with the specified tag(s)/ campaign name.

To see how this presents in the Softdial Recording Monitor™ client, see Recordings.

To show all endpoints associated with a user, click on a User. The Endpoints pane displays a list of all configured endpoints for that user (Fig. 1).

When New or Edit are clicked, the endpoint properties dialogue is shown

Editing Endpoints

Fig. 4 - Editing Endpoints

Endpoint properties are organised into the following areas:


Setting Display Column in Fig. 1 Description
Name Name An endpoint name, unique to this user.
Default Campaign Def Cmp

If the endpoint is not re-assigned to another campaign (e.g. during blending), this is the campaign that will be used.

May be left blank. The user will then be asked which campaign they would like to join when they log in.
Default Telephony Address Def Tele

Normally will be the same as the User's Default Telephony Address (as a user should only be servicing one voice call at a time).

May be left blank, to enable hot-desking. The user will then be asked to enter their address/ extension when they log in.

Setting Description
Stations nailed up on logon Whether the endpoint is nailed up automatically when the user logs on. Shown in the Endpoints list in the NLD column
Record all calls for this endpoint Whether all calls for this endpoint are to be recorded. This is effective for calls for any campaign that the endpoint services, not just the default campaign. Shown in the Endpoints list in the BKT (blanket) column
Auto Accept Whether this endpoint will automatically accept transfers from another endpoint. i.e. via a blind transfer rather than a supervised transfer. Shown in the Endpoints list in the Auto Accept column