Settings: Configuring Accounts

Accounts are managed on the Settings > Accounts tab. To open the configuration menu, click the Settings gear icon, located on the right side of the top menu bar: .

• Accounts are equivalent to tenants. A user with STAFF or ADMIN rights can manage how the accounts existing in your environment interact with Predictive Routing.
• Predictive Routing supports use of LDAP-enabled accounts.

Adding a new account

When you initially deploy the AI Core Services (AICS), the set-up process creates a default account with the name "Predictive Routing". The Predictive Routing application is automatically added to this account.

If you need to create additional new accounts, perform the following steps:

1. Click the Settings > Accounts tab.
2. Click Add Account.
3. Specify a name for the account (normally the name of the organization represented by the account).
4. If you are using LDAP authentication, select the LDAP Authentication check box. See LDAP-enabled accounts, below, for configuration instructions.
5. Click Create.

Configuring or updating an account

Click an account name to configure the following settings:

• Locked—Only ADMIN users of an account can lock it. Once locked, the account cannot be edited.
• Account Name—The name you assigned to the account.
• Customer Success Manager—The person who created the account in Predictive Routing, and who can function as a contact person in case of issues with account configuration.
• Customer Admin and Customer Admin Email—The name and email for the employee who is responsible for making account updates.
• API key—The API key required to access the Predictive Routing API.
• Audit Trail—The log information on every action that was performed on that account.
• Account Notes—Any information important to keep about this account.

This window also enables you to create a new account instead of editing the currently-selected one.

The accounts list

If your environment includes multiple accounts, they appear in a table when you click Settings > Accounts. You can perform the following actions from this table view:

• Activate/Deactivate - The radio button in the Actions column enables you to activate or deactivate an account.
• Delete - Click the trash can icon in the Actions column to delete an account.
• Sort - Click any column header (except the Actions column) to sort the table based on the values in that column.
• Filter - Choose whether to view all accounts, test accounts only, or production accounts only, using the drop-down selector above and to the right of the table.
• Search - Type an account name into the Search field to locate a specific account.

Configuring LDAP-Enabled Accounts

Accounts configured to use LDAP authentication require you to specify the login credentials that Users should enter to gain access to Predictive Routing. The credentials must comply with the LDAP User DN pattern that you establish in the Account settings window. This pattern creates a distinguished name (DN) for each user, and has a format similar to the following:

cn=*,ou=people,dc=example,dc=com

When a user logs in, they enter the actual user ID in place of the asterisk (*) shown in the pattern example above. You can use the following distinguished names in the User DN pattern:

String	Attribute type
DC	Domain Component
CN	Common Name
OU	Organizational Unit Name
O	Organization Name
UID	User ID

The same distinguished name pattern must be configured on the client’s LDAP server. Authorized Predictive Routing users should be described at that path.

Important

To configure users who should be enabled for LDAP authentication, or to move a user from one account to another, see the LDAP-specific steps in the Account: User Management topic.

• A single user cannot log in with both LDAP authentication and a standard Predictive Routing username/password combination.
• Only a user with the STAFF role can change a user from one form of authentication to the other.
• If necessary, you can associate STAFF users with multiple LDAP-enabled Predictive Routing accounts. Such users will encounter a two-step login process, during which they select the account they want to log into.

Create an LDAP-enabled account

Use the following steps to create the account:

1. Click the Settings > Accounts tab.
2. Click Add Account.
3. Provide an account name.
4. Select the LDAP Authentication check box.
5. Provide the fully qualified hostname or IP address for your LDAP server.
6. Provide the port for your LDAP server. The default value, 389, is used if you do not specify a port number.
7. Provide the User DN Pattern, as explained above.
8. To enable Secure LDAP (LDAPS), select the Use TLS check box.
9. Click Update.

The new account appears in the Accounts list.