Show only Specific ACDs in web user page

[matthewl]

Is it possible to only show specific ACDs to users in the web/app interface? at the moment it seems to give access to them all?

[Support]

From here:

[matthewl]

I already set that it doesn't seem to work? I am using Version 65.0.8

 

it shows all agent groups regardless. 

[Support]

It does show all of them, but they cannot access it.

Try to click on them, it won't function.

[matthewl]

unfortunately that's not the case If i click on one which my user is not listed in that 'Permissions to monitor this account' then I can still see the data?

[Support]

Please make sure this is "unset" for them.

[matthewl]

if i unset that then that user cannot see any agent groups, I need users to see only specific ones?

 

[Support]

You have to:

 

1. Unset that.

2. Set the ext number in the "Permissions to monitor this account" section on the wanted ACDs.

 

That should just work for you on 65.0.8 that you're on. Unless you have any customized files which might be causing issues.

[matthewl]

sorry that does not work and I don't have any customised files?

 

[Support]

Can you send us the System admin login to your PBX via private message?

[matthewl]

sorry our PBX is only available on premises not via the Internet. 

[Support]

Hi,

 

Update:

1. Take the "agent" ext number off of "Permissions to monitor this account"

2. Add that agent in "Primary agents" section.

3. Make sure this agent is logged in, into this ACD.

4. Then go to the user portal and try this scenario.

 

They should now see the ACDs only which they're a part of and are logged in.

[matthewl]

that does seem to work but it doesn't update dynamically? once the user is logged in the ACD they have to relog the app for the ACD to show?

Is there no way to show a user (a call centre manager as an example) a list of the specific ACDs all the time they are not part of the acd but want to monitor it. This was the way this worked before the new web interface/app? seems like this function has been lost?

[Support]

Agent (user) and managers are different.

For agents the one that we mentioned above is true. And it will update dynamically. If the user is added to a new ACD and is logged in, and when they refresh their User portal page, they will see the new ACD there.

For managers:

Add them to "Permissions to monitor this account" section and add a BLF button for those ACDs on manager's extension. And they can see the BLF's blinking when ACD gets the call. But if they want to monitor them from their User portal then just add them in "Permissions to monitor this account" and turn on "Manage Agent Groups" from under their Registration section, and they can now monitor them WITHOUT being a part of that ACD.

 

Also,

 

You can go to ACD on user portal and right click on those ACD (as a manager explained above) and choose to Join that ACD.

[Guest reply]

15 hours ago, Support said:

 

For managers:

Add them to "Permissions to monitor this account" section and add a BLF button for those ACDs on manager's extension. And they can see the BLF's blinking when ACD gets the call. But if they want to monitor them from their User portal then just add them in "Permissions to monitor this account" and turn on "Manage Agent Groups" from under their Registration section, and they can now monitor them WITHOUT being a part of that ACD.

 

Yes but my original point remains if i select this option  "Manage Agent Groups" then they can see all agent groups regardless if they have "Permissions to monitor this account" or not it shows them ALLthe ACDs on the system and they CAN click on them to see the stats. I only want Specific users to see specific groups.

[Support]

 

5 hours ago, Guest reply said:

Yes but my original point remains if i select this option  "Manage Agent Groups" then they can see all agent groups

Yes that will be covered in the upcoming builds (we suppose)