# Genesys Quality Management Suite 8.1.520 : Administering Groups in Call Recording

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Call Recording uses groups to grant system access privileges, and to determine recording and filtering rules. Individual users are assigned to a group, and inherit the group’s access privileges and rules.

To configure these privileges and rules click Users.

Admin is the default group and therefore has all privileges. All other groups are derived from Admin and are subordinate to it. Users in the Admin group inherit all access rights, including the setting of recording rules and filters.

The image above shows the full list of privileges available. Any changes in a group’s rights are reflected in all sub-groups and users assigned to that group. A subordinate group cannot have more Privileges than its parent group.

You can set up unlimited groups and users, each using its own recording rules and filters. This controls which calls are recorded and who has access to those calls.

The image above shows that Group A only has one user who presently has a full set of privileges.

### Creating a New Group

To create a new group, navigate to Users > Insert new group.

The Add new group form displays.

1. Type the group Name:.
2. Type the group Phone number:. The phone number can be a mask that indicates a range of numbers. Wild cards and comma separated lists are valid. To provide a range from 10010 to 10020 use 1001?,10020. To include all numbers beginning with 6, type 6*. Genesys Quality Management Suite supports alphanumeric characters for extensions, DNs or terminals. To include all numbers in the system, that is, to use the settings of the parent group with no filter applied, use the wildcard * or leave the field blank.
3. Select the Parent group: from the drop-down list.
4. Type a Description: of the group.
5. Select Privileges: for the group. These privileges cannot be greater than the rights of the parent group.
6. Select multiple pre-existing filters, and combine the filters with Boolean operators to restrict how call recordings display for the group.
7. Click Insert new group to save the new group.

The new group displays in the tree list of groups. Now you can add users to this group.

### Assigning Privileges

Privileges are inherited by all members of the group and any subgroups.

Privilege | Definition
--- | ---
Recording Rules | The ability to add and edit recording rules. This privilege should be severely restricted. Users can set the basic commands that determine which calls should and should not be recorded. If these are not properly defined, malicious users could use these to ensure that illegal/unprofessional calls are not being recorded.
Pause and Resume calls | The ability to pause and resume calls. This privilege gives users the right to write comments appended to a call in the “description” field or in the “description” box in the call information.
Display Incorrect calls | Display calls that have not been not recorded correctly, for example, calls that contain signaling data for the call but no audio recording. Recommended only for system administrators.
Edit Note | The ability to add and edit call notes with the ability to add comments to call data records.
Display Video Calls | Enables the viewing of Screen Capture recordings.
Changing of couple protection | The ability to remove protection from, for example, couples that can not be deleted. This should be severely restricted. A user could conceivably unprotect a call which was protected because it was subject to an investigation.
Display Nondecoded calls | Displays calls which are not yet decoded and calls waiting to be decoded from the original format, PCAP, to the final format, either MP3 or WAV.
Users and Roles | The ability to administer groups, users and access rights. This should be severely restricted. This privilege enables users to give themselves any other privilege
Export | The ability to export recordings in selected audio format. This should be severely restricted. Call recordings are nearly always covered by data protection legislation and remain confidential between the 2 parties on the phone, the customer and the organization as represented by the agent.
Live Monitoring | Access to live call monitoring. Restricted to people who have a clear business case for using it.
Restored calls | Access to restored recordings from backup and archive. Restricted to people who have a clear business case for using it.
Audit | Access to audit information, for example, logs. This privilege should be severely restricted. Access to this area would enable malicious users to see their own and other people’s activity on the system and to understand what traces they have left behind.
Other settings | Access to system and configuration settings. Recommended only for system administrators.
Send calls to email | The ability for the user to send call recordings to specified email addresses. This should be severely restricted. Call recordings are nearly always covered by data protection legislation and remain confidential between the 2 parties on the phone, the customer and the organization as represented by the agent.
Call list | The ability to play recordings. Disabling this option also disables Edit note, Export and Call deletion.
Call deletion | The ability to delete recordings. This privilege should be severely restricted as it could enable malicious users to delete their own or anyone else’s calls.

### Limiting Group Access by Phone Numbers

Users inherit access rights from their group. Specify a phone number filter for the group to further restrict access rights. This can be a single phone number, for example 2435, or a range of numbers, for example, 24??. Wild cards are valid.

These settings also apply to the calls that display in Live Monitoring.

### Limiting Group Access by Boolean Filters

Navigate to Users.

Boolean operators combine several pre-existing filters and display the results to the members of the group. The tree list contains groups, users, and access rights.

1. Select a group from the tree list of groups, on the left hand side of the screen.
2. Click Edit group. The Edit group form displays.

1. Choose a filter from the Choose filter: drop-down list.
2. If this is the only filter needed then select END. To use more than one filter, select a AND or OR to link the next filter. By using AND, the group only views calls that satisfy both filters, by using OR, the group views all the calls from the first filter and all the calls from the second filter.
3. The AND or OR option displays an extra Choose filter: drop-down list. Choose additional filters, and connect them with operators to define the filter. The final Boolean operator must always be END to complete the filter definition.
4. Click Save.

The filter applies to all members of the group and its subgroups.
Users may also apply filters to their individual view of recorded calls. Group filters apply first, followed by user filters. The result is that the viewer views a restricted set of recorded calls.
To apply a filter using SIP, define the mask for the whole SIP number. For example, 12345@*.
These settings do not apply to the list of calls displayed in Live Monitoring. It only affects the list of calls that display in the Recorded calls list.

### Editing Groups

Navigate to Users > Edit Group.

1. Select or deselect Privileges:.
2. Change the Phone number: range.
3. Click Save.

The changes are saved, and are inherited by all members of the group and any of its subgroups.

### Deleting Groups

Navigate to Users.

Select a group from the tree list of groups on the left hand side of the screen.

1. Click Delete group.

2. Click OK to confirm the deletion of the group.

The group and all its members are deleted from the system. If a user has created a filter that is in use, then the user who created the filter cannot be deleted.

If a group is deleted, then all its members and recording rules are also deleted and cannot be restored. Do not delete the group System_play because this group provides access for Quality Manager to play calls.