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Agent Login And Authentication

Agent login is a two-step process:

  1. User authentication in the primary login dialog box
  2. Selection of Place and advanced parameters in the secondary login dialog box, when it is required Workspace enhances the security of your system by limiting agent login to basic authentication. Workspace further enhances security by enabling you to limit the choices that are presented to an agent at login.

User Authentication

When Workspace is launched by an agent, the agent must provide a user name and password as authentication. After authentication the Configuration Layer is accessed by Workspace to obtain the list of existing places and privileges that are granted to the agent as well as the configuration of the Workspace application for that agent.

Changing Passwords

You can require agents to automatically change their password the first time that they log in to the system. You can assign temporary passwords to new agent objects when you create them, and then specify that the password must be changed before the new agent is able to log in to Workspace for the first time.

You can also enable agents to change their passwords by selecting the Change Password action from the Interaction Workspace Main Menu.

Use the following Security privilege to enable the password change feature:

  • Can Change Password

Refer to the Genesys Security Guide for a complete description of password policies and how to configure them.

Place Selection

Genesys 8 requires that each agent connect to a unique Place. After authentication, the agent must specify a Place. The default Place that is specified by the agent is displayed in the Place field of the secondary login dialog box. Place information is stored locally and is provided to the agent for confirmation. Agents can be configured to specify a Place other than their default Place.

Specification of Advanced Login Parameters

Advanced login parameters are defined by the privileges that are assigned to a particular agent. The privileges assigned to a particular agent, therefore, determine which advanced parameters, if any, are displayed in the secondary login dialog box.

The Place that is specified by an agent also determines the advanced login parameters that is available to be specified by the agent. For example, if the Place is associated with a voice channel, the agent must also provide login and queue information for each assigned DN. Other advanced parameters that might be required include SIP phone numbers.

Advanced parameters can be preset for agents—making it unnecessary for the agent to specify advanced parameters.

Application Options that Control Login

Use the following application options in the interaction-workspace section to control agent login:

Using the Command Line to Start Workspace

You can pass certain Workspace login information through the command line when you start the Workspace application:

Workspace.exe -url tcp://<host>:<port>/<appli> -u <user> -p <password> -place <place>
where:
<host>: host name or IP Address of Configuration Server
<port>: port of Configuration Server
<appli>: Interaction Worksapce application name in Management Framework
<user> Username of the agent
<password> Password of the agent (optional)
<place> Place where the agent log to (optional)
Important
You must pass all of the parameters on the command line. For example, you cannot pass only the host, port, appli and place, and then prompt for the username and password, for example.

If parameters are typed manually in the first login window, they are stored in the local user profile and restored to the login window at the next login session. If the parameters of the first login window are passed by the command line, thereby bypassing the first login window, then the parameters are not saved in the local user profile.
This page was last modified on December 11, 2014, at 08:39.

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