Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
Chapter 5 VRU Configuration
Disabling Built-in User Authentication
5-10
Remote Silent Monitoring Installation and Administration Guide
Disabling Built-in User Authentication
RSM has built-in user authentication mechanisms that integrate with the agent
and supervisor hierarchal team structure of Unified CCE.
and supervisor hierarchal team structure of Unified CCE.
It may be desired to edit the call flow script and disable these mechanisms, to
allow all agent access for anyone who dials into the system, third-party
authentication, etc.
allow all agent access for anyone who dials into the system, third-party
authentication, etc.
To disable RSM’s user authentication (optional):
Step 1
Open the call flow script using the CRS Editor.
Step 2
Remove the DoLogin section in the script, up to (but not including) the
MainMenu section.
MainMenu section.
Step 3
If you are using a third-party authentication tool, modify the MainMenu section
of the script as per the tool’s requirements. In most cases, the UserID and PIN
information will remain the same, but the Create URL Document and Voice
Browser parameters will need to be deleted.
of the script as per the tool’s requirements. In most cases, the UserID and PIN
information will remain the same, but the Create URL Document and Voice
Browser parameters will need to be deleted.
Step 4
Remove all instances of the canMonitorAgentID API call, including the Create
URL Document, Voice Browser, and Switch parameters. If you are using a
third-party authentication tool, enter the proper parameters to ensure the caller
can monitor the agent ID, as entered.
URL Document, Voice Browser, and Switch parameters. If you are using a
third-party authentication tool, enter the proper parameters to ensure the caller
can monitor the agent ID, as entered.
Step 5
Change the SupervisorID parameter for any instances of the getCallToMonitor
and getAgentList API calls to zero (0), editing Create URL Document
parameters as appropriate and modifying the supervisorID entry in the
Parameters table to zero (0).
and getAgentList API calls to zero (0), editing Create URL Document
parameters as appropriate and modifying the supervisorID entry in the
Parameters table to zero (0).
Step 6
If you are using a third-party authentication tool, you may need to run the returned
text through filtering and checks, as required by the tool.
text through filtering and checks, as required by the tool.
Note
Refer to Appendix A, API Extensions, for detailed information on the API calls
described above.
described above.