The content in this article is appropriate for: Administrators

This article assumes that a program has already been created (will need the Program name and ID when creating the Access Control Entry.)

Certain SC ACD accounts may need to be regulated to view data at the Program level only. When an account is configured this way, the user will only be able to view data from assigned programs.

This article will detail how to:

• Create the User Group for the Program

• Add an Individual User to the Group

• Create the Access Control Entry

• Create the Access Control List

• Review the Settings

Permissions can be set or modified on any existing SC ACD account. For more details on how to set up an account from scratch, please see the article titled Creating an SC ACD Account.

Log in to the SC ACD
The easiest way is to type [yourcompanyname].singlecomm.com into a browser, then log in with your email address/password.

Create the User Group for the Program

1. Click on Administrator in the left-hand navigation bar
   
   
   

   

2. From the Administrator options, click User Groups
   
   Your available Admin options may differ.

   

3. Click the New Group button in the top right
   

   

4. On the Group Details tab:
   

   

   1. Name: Your group name. Be sure to follow any naming conventions used by your organization.

   2. Short Name: Abbreviated group name

   3. Suspended: [defaults to No] For legacy purposes, user groups can not be deleted. In the future, if you would like to deactivate this group, return to this tab and select Yes.

5. Click Update to save the Group Details
   
   

Add an Individual User to the Group

1. Click on the Users tab:
   

   

   1. Click Choose a User to display a dropdown list of all users on the SC ACD and then click to select one.
      Got a long list of users? Use your keyboard to type the first few letters of the name you’re searching for and the list will automatically refine its results.

   2. Click the Level text box and type in a number (0-100) to assign a weight to the “General Agent” ability.
      Abilities are the skills that users get ranked on. Whenever a user is added to a group, they are added as a General Agent. Common practice is to use a weight of 100 for the General Agent ability, however assigning a weight is not required when adding a user to a group and may be left blank.

2. Click Update to save

If you are adding these permissions to an existing client account, that user may have had the Agent module removed and replaced with the Clients group. If you have created an account from scratch and want to grant only specific program access without the ability to take or make calls, you must do the following:

• Access the user account you wish to change by going to the Agent Management module, selecting Manage Agents and searching for the user
  
  

  

• Click the Groups tab
  
  

  

• Delete the Agents group
  
  

  

• Click the New Group Assignment dropdown and add Clients
  
  

  

• Click Update to save the new Group configuration
  
  

Create the Access Control Entry

1. From the Administrator options in the left-hand navigation bar, click Access Control Entries
   
   

   

2. Click the New Entry button in the top right
   

   

3. On the Entry Details tab:
   

   

   1. Description: this label should match exactly to the name of the program*

   2. Type: [defaults to Permission] For this, we are setting the Program as the control point, so select that option

   3. Option: enter in the Program ID*

      *To locate your Program name or ID, open another browser tab for the ACD and navigate to Administrator → Program Manager
      
      Programs are assigned an ID number based on the order in which they were created. If you know the name of the program, you can begin typing it in the search bar to start narrowing the results.

      

   4. Ordinal Position: leave blank

   5. Suspended: [defaults to No] Leave as-is. In the future, if you would like to deactivate this ACE, return to this tab and select Yes.

4. Click Update to save

Create the Access Control List

1. From the Administrator options in the left-hand navigation bar, click Access Control List

2. Click the New List button in the top right

3. On the List Details tab:
   

   

   1. Access Control Entry: click to expand the dropdown and select the control point that was created in the previous section of this article.

   2. Group Subject: click to expand the dropdown and select the control point that was created at the beginning of this article.

4. Leave the rest of the settings as-is and click Update to save

Review the Settings

So far, we have:

• created a user group

• added a user to that group

• configured the Program to be associated with that group

The user account should now only have access to the assigned program.
It is always advised to go back and check on what else the user has been given access to in order to ensure there are no other settings that will take precedence.

1. From the Administrator options in the left-hand navigation bar, click Access Control List

2. In the search bar, type "all" to view any lists that grant access to ALL PROGRAMS
   

   

3. Reference the above entry (69) which is granting access to all programs for the Subject Group: Supervisors

   • If the user is in the Supervisors group, they will have access to all programs anyway, and the above settings will not override that.

   • To check:

     • Click Agent Management

     • Locate the Agent, and click its ID# to access the settings
       

       

     • Click the Privileges tab
       

       

       *User account in question IS NOT part of the Supervisors group

You have assigned program-level permissions to an agent!