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

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Agents do not need to be users to be recorded. User profiles should only be created for staff that actively use Call Recording to listen to calls. Users can only be created within groups and inherit the privileges and filters assigned to their group. Additional filters can be assigned to users, further restricting their access to recorded calls.

Users can be assigned to different groups, edited, or deleted. Users can change their own passwords. Administrators and supervisors can also edit user passwords.

### Adding Users to Groups

Navigate to Users.

Open a group from the tree list of groups on the left hand side of the screen, then create users to fill the group. Users inherit the rights of their group.

Click Insert new user. The Add new user: form displays:

1. Type the username in the Login: field.
2. Type the user’s password in the Password: field. Confirm the user’s password in the Password confirmation: field.
3. Type the user's name, surname, email, and phone number in the Name:, Surname:, E-mail:, and Phone Number: fields. If the phone number field is blank, the user inherits the group phone number. Genesys Quality Management Suite supports alphanumeric characters for extensions, DNs or terminals.
4. Choose filters assigned to this user. Add Boolean operators AND, OR, or END to connect multiple filters. The last operator must always be END.
5. If the user is found in the LDAP and Call Recording is configured to access the LDAP, then the LDAP user checkbox is selected. Otherwise, leave this blank.
6. Click Insert new user to add the user to the group.

The user is now a member of the group and inherits all its privileges, recording rules, and filters.

### Limiting User Access by Phone Numbers

Users inherit access rights from their group. The user can further restrict access rights by specifying a phone number filter for the user. This can be a single phone number, or a range of numbers. Wild cards are valid. This affects the list of calls in Recorded calls.

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

### Limiting User Access by Boolean Filters

Navigate to Users.

Users inherit group access rights and filters. Add additional filters to a user, further limiting access. Set and save filters, and then apply the filters to individual users. Restrict user access to a very specific level, by combining these pre-existing filters with Boolean operators.

1. Choose a filter from the drop-down list.
2. Select a Boolean operator.
3. Choose additional filters, this connects them with operators to define the filter.
4. Click Save.

The user only has access to the calls enabled by the filters.

Group filters apply first, then user filters. The result is that the user sees only a highly restricted set of recorded calls.

To apply a filter using SIP numbers, define the mask for the whole SIP number. For example, 12345@*.

These settings do not apply to the list of calls that display in Live Monitoring. It only affects the list of calls that display in the Recorded calls list.

### Editing Users

Navigate to Users.

Administrators, supervisors, and users can change user information depending on access permission.

Open the user’s group from the tree list on the left hand side of the screen. A list of users displays.

Find the user in the list, and click Edit.

1. Make changes as required.
2. Click Save. The changes are applied to the user immediately.

### Moving Users between Groups

Navigate to Users.

To move a user to another group:

1. Open the group that the user is a part of in the tree list on the left hand side of the screen.
2. Find the user in the list, and click Edit.
3. Choose a group from the Group: drop-down list.
4. Click Save.

The user is now a member of the new group and inherits all of that group’s rights, recording rules, and filters.

### Adding Users from LDAP

Navigate to Users.

To add users to Call Recording from LDAP, the system administrator must configure both Call Recording and the LDAP so that they communicate together.

Using LDAP to add users to Call Recording imports information for several users simultaneously, and maintains user information in the LDAP so it is updated in Call Recording automatically.

1. Open a group from the tree list on the left hand side of the screen.
2. Click Insert new user.
3. Click Insert from LDAP.

The Insert LDAP user form displays.

Select users to insert. Click Insert.

The LDAP information is imported into Call Recording, and the LDAP users are inserted into the group, inheriting the group’s rights, recording rules, and filters.

### Deleting Users

To delete a user, navigate to Users.

Open the Users Group in the tree list on the left hand side of the screen.

Find the user in the list, and click Delete.

The user is deleted and no longer has any access to the Call Recording system.

Deleting users cannot be undone. Do not delete the user scorecard in the group System_play because this user provides access for Quality Manager on order to play calls.
If a user has created a filter, and that filter is utilized by any other user of the system, the user who created the filter cannot be deleted.

### Deleting multiple users

To delete multiple users, navigate to Users.

1. Open the Users Group from the tree list on the left hand side of the screen.
2. Find the users in the list.
3. Select the checkboxes for users to be deleted.
4. Click Delete Selected.
5. Click OK to confirm the deletion.

All the users selected are deleted and no longer have access to the Call Recording system.

Deleting users cannot be undone. If a user has created a filter, and that filter is utilized by any other user of the system, the user who created the filter cannot be deleted.