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Avaya IP Office

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

Avaya IP Office Technical Tips

IP Office Contact Store

Creating a New Account

When a user is given access to utilize ContactStore in IP Office Manager, they also require a ContactStore account.

To create a new user account:

Click Add User at the bottom left to add one or more additional user accounts. The following window opens:

Enter a Username. This can be a Windows domain qualified username (for example, corpdomain\johnd) or a local application username (for example johnd).

If you use the domain qualified username, Windows authentication will be performed. To allow users from other domains to log in, you must establish reciprocal arrangements between the domain controller for the domain that the ContactStore server is in and the other domain.

When a local user account is created, the account is initially given a blank password. The new local user is automatically redirected to the Change Password form the first time they log in.

Check the User is an Administrator box to assign the user administrator rights.

Use the Comment textbox to enter the full name, job title or other identifying information that will help you to administer the user's account.

(Optional) In the text area labeled Is allowed to replay calls owned by these stations, enter the list of stations or agents that this user is to be allowed to search for and replay. The initial account created when the first user logs in is automatically given replay rights to all 2, 3 and 4-digit station numbers. You can modify these rights as required.

Enter a comma separated list of individual station or agent numbers. You can also use a hyphen to separate the ranges. If you have several users with the same replay rights, you can select the test in this area and right-click to copy it to the clipboard. You can then paste it into the next account, saving a lot of typing and potential for error.

Some typical examples are:

4000 - user can only replay calls owned by agent 4000. This is a typical entry for a CSR with this Agent identifier that indicates that they can only play their own calls.

4000-4019 - user can replay calls owned by any agent in the range 4000-4019. This is a typical entry for a supervisor in a call center in which agent ranges are assigned to teams.

4000,4003,4010-4019,4124-4128 - mixture of ranges and individual numbers. This is a typical "real-world" scenario for a supervisor in a call center where the originally assigned numbering plan has been added to over the years.

1000-9999 - blanket coverage of all 4-digit station/agent numbers. This is a typical entry for a senior manager with search and replay rights over all recordings.

Click Enter and Stay Open to save the account definition and keep the window open to create additional user accounts.

Click Enter and Close to save the account definition and close the window.

Click Close Window to quit without changing the account definition.

You do not have to allow a user any replay rights but the only practical uses for this would be:

To provide an administration account for someone not supposed to replay any calls. However, as with most systems, the administrator is at liberty to change his own settings; you should not rely on this to restrict administrators from replaying calls.

To temporarily disable an account. However, a better way to do this is simply to reset the password and then log in as that user and change the password to something not known to the user. This way, their replay rights are left intact and can be more easily altered if you need to re-enable the account later.


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