Agent Permissions

Accessing Agent Accounts

Once you login to Chronicall, select from the left hand list the "Agent Management" option. From there, select "Agent Accounts."

A window will appear that will now allow you to create your agent accounts.

Creating the Account

1. Leave "Agent" set at
2. Enter new agent credentials. (Name, Login Name, Password, Confirm Password)
3. You will now need to decide what level of permissions you would like to provide for this agent.

Administrator - An Administrator has full right on this system. No restrictions.
Manager - A manager has access to all call information, reports, and realtime tabs. A manager can also create and manage agent accounts.
Agent - An agent can have his or her access to call information, reports, and realtime tabs limited by an administrator or manager.

Assigning Permissions

Agents will have permission to what you give them permission to. If there are certain things that you don't want them to access, then you can remove their access.

If you select "Agent," hit "Edit Agent Access," a window will appear displaying the main areas of Chronicall.

Each tab will provide you the ability to limit the agent permission based upon what you want them to see and do.

Cradle to Grave/Call Detail View Permissions

The Cradle to Grave and Call Detail (Avaya CM) tabs give you the ability to select which extensions you want visible to the agent account within Cradle to Grave/Call Detail View. Once the account is created, the agent will only have access to see the calls involving the agents that have been selected for them to access.

In the drop down, there will be three options

• Full Access

• Partial Access

• No Access

• Full Access - Provides no limitations

• Partial Access - Provides the ability to select what the account has/does not have access to within Cradle to Grave

• No Access - Removes access to Cradle to Grave

To select what the agent has access to in Cradle to Grave:

Drop the dropbox from Full Access, to Partial Access

You will also have the ability to make your selection by Agent or by Group

You can now go through and deselect and select the agents/groups that this account should have/not have access to.

Reporting Permissions

• Full Access - Provides no limitations
• Partial Access - Provides the ability to select what the account has/does not have access to within Reports
• No Access - Removes access to Reporting

To select what the agent has access to in Reports:

Drop the dropbox from Full Access, to Partial Access

You will also have the ability to make your selection by Agent or by Group

General Access:

Create Reports - If you have purchased the Custom Reports module, you can give the account access to create reports. To allow the account to create reports, leave the "Create Reports" box selected. To remove permission, deselect box.

Schedule Reports - To allow account to Schedule Report leave box selected. To remove permission, deselect the box.

Accessible Reports:

By default, an account will access to all available reports. To allow access to all reports, make sure "Select All" is selected. Otherwise, deselect the "Select All" option, and select only the reports that the account should have access to.

Once the reports are selected, when the agent accesses the reports section of their account, they will only see the reports selected for them to run by the Administrator.

Accessible Groups/Agents:

Select the Groups and Agents that the account should have access to. When the account runs a report, the agent will only be able to run reports involving the Groups/Agents assigned to them to see in their account.

Recording Permissions

• Full Access - Provides no limitations
• Partial Access - Provides the ability to select what the account has/does not have access to within Recording
• No Access - Removes access to Recording

Note: Recording Library is accessed through the Cradle to Grave interface, therefore the list of agents shown will reflect the agents that the account has access to within Cradle to Grave.

To select what the agent can do within Recording Library:

Drop the dropbox from Full Access, to Partial Access

You will also have the ability to make your selection by Agent or by Group

Set Recording Monitor Accessibility:
By default, this will be deselected, meaning that the account will not be able to View Active Recordings . To give the account access to view active recordings, select the box.

The account can be given permission to perform three functions with recordings:

Listening: Provides the account with the ability to listen to recordings for the selected extensions. By default, every extension will be selected. Deselect any extension to prevent the account from accessing recordings for the deselected agents.

Downloading: Provides the account with the ability to download/email any recordings for the selected extensions. Deselect any extension to prevent the account from downloading/emailing recordings for the deselected agents.

Deleting: Provides the account with the ability to delete any recordings for the selected extensions. By default the account will be able to delete recordings. Deselect any extension to prevent the account from deleting recordings for the deselected agents.

Realtime Permissions

• Full Access - Provides no limitations
• Partial Access - Provides the ability to select what the account has/does not have access to within Realtime Wallboards
• No Access - Removes access to Realtime Wallboards

Note: An account does not require a Realtime Agent Seat license assigned to their extension for them to access the Realtime module in their account.

To select what the agent can do within Recording Library:

Canvas Permissions (Canvas = Wallboard):

Create Canvases: To allow an account to create canvases, leave the "Create Canvas" box selected. To prevent them from creating any canvases, deselect the "Create Canvases" box.

When creating the account, the account can be provided three levels of permissions with the canvases

Read/Write: This provides the account the ability to see and edit (read/write) any canvases that are selected for them.

Read Only: This provides the account the ability to see any canvas that has been selected for them, however they cannot edit the canvases that have been selected for them to read.

Not Visible: This removes permissions for the account to see the selected canvases. Meaning, they will not be able to read or write the selected canvases.

Accessible Groups/Agents:

If the account has been given permission to create canvases, or to Read/Write specific canvases, they can also be given permission to see only the specific groups and agents that report to them. Simply deselect the Groups and Agents that don't report to them.