Skill Security in CMS

JMTStone · April 13th, 2004, 01:48 PM

:( We have an "Emergency" skill that we set up to shut down our call center in Disaster situations. We've always been under the impression that if we limit user permissions on that skill through CMS, we can assure than only Telephony or Operations can add the skill to the Emergency Agent.

We've since discovered that CMS User Permissions for Skills are limited only in Supervisor. Even if an ID does NOT have read/write access to a skill, they can make changes in Terminal Emulator.

We've tested this extensively.

Does anyone have any ideas that can help?

nexSIP · April 14th, 2004, 10:58 AM

That is quite interesting, something I didnt know.

Our Emergency skill is hidden. Its not in the CMS dictionary only me and the facilities people know the login.

.. run a report on who logged in and shut the center down and fire them .. :)

JMTStone · April 14th, 2004, 11:00 AM

If I can't secure this skill, I may be walking out the door with an escort!

nexSIP · April 14th, 2004, 11:40 AM

Quote:

Originally Posted by JMTStone

If I can't secure this skill, I may be walking out the door with an escort!

Well I just tried and and your correct. What a horrible deal.
Which tells me that you can not secure the skill. So firing you for a product defect would be a good case for a lawyer ;)

Anyway, All you can do is hide the skill and remove any mention from the dictionary. Talk to your HR people and find out why they have Supervisors with CMS logins that they cant trust with their call centers.. yup

JMTStone · April 14th, 2004, 12:05 PM

:) We have a solution.

We are an EAS enviroment. We can change our "Emergency" skill to be an AAS skill and assign it to a single station (We already have a secure station that only a few can touch/administer).

You cannot add the AAS/Emergency skill to a standard EAS agent.

I've put this in our test PBX but, we'll do validation in the 8700 soon.

ahays · April 14th, 2004, 04:31 PM

Quote:

Originally Posted by JMTStone

:( We have an "Emergency" skill that we set up to shut down our call center in Disaster situations. We've always been under the impression that if we limit user permissions on that skill through CMS, we can assure than only Telephony or Operations can add the skill to the Emergency Agent.

We've since discovered that CMS User Permissions for Skills are limited only in Supervisor. Even if an ID does NOT have read/write access to a skill, they can make changes in Terminal Emulator.

We've tested this extensively.

Does anyone have any ideas that can help?

I cut my teeth on TE and have always though CentreVu Supervisor to be a huge waste of money since TE sessions are FREE and you can get all of the info that you need (just no pretty graphs, colors and pictures).

You should be able to secure the skill in Terminal Emulator. Log in with TE and then go to Main Menu -> User Permissions -> Split/Skill Access. Here you can specify read/write access for every skill in the system by individual user. Skills are not the only thing you can secure. VDNs, Vectors, ACDs ... all of these can be secured on a user-by-user basis ... unless something has dramatically changed in the latest version.

regs,

.al.

nexSIP · April 14th, 2004, 08:51 PM

Quote:

Originally Posted by ahays

You should be able to secure the skill in Terminal Emulator. Log in with TE and then go to Main Menu -> User Permissions -> Split/Skill Access. Here you can specify read/write access for every skill in the system by individual user. Skills are not the only thing you can secure. VDNs, Vectors, ACDs ... all of these can be secured on a user-by-user basis ... unless something has dramatically changed in the latest version.

I did what JTMStone said and set the read/write permission within the CMS app which should be the same as setting it through TE... shouldnt it?

Anyway I created a login with read persmission (not write permission) the CMS app denied me to add a skill set. Logged in through TE and it granted me to add the skill set.

ahays · April 15th, 2004, 08:15 AM

Quote:

Originally Posted by G3Rtech

I did what JTMStone said and set the read/write permission within the CMS app which should be the same as setting it through TE... shouldnt it?

I don't know ... I've never done it that way. I've always used TE to administer permissions. I know that, in the past, if I denied someone permissions in TE then that user could not access the entity using TE ... particularly since TE was the only access available to us (no CVS).

.al.

nexSIP · April 15th, 2004, 10:41 AM

Quote:

Originally Posted by ahays

I don't know ... I've never done it that way. I've always used TE to administer permissions. I know that, in the past, if I denied someone permissions in TE then that user could not access the entity using TE ... particularly since TE was the only access available to us (no CVS).

.al.

Ya this is messed up :)

Within TE I have a user with:
User ID: test1
Splits/Skills: 69
Read (y/n) : y
Write (y/n): n
Exceptions (y/n): n

Then logged in via TE as test1 and it allowed me to add skill 69 to a agent login.

ahays · April 15th, 2004, 05:05 PM

Quote:

Originally Posted by G3Rtech

Ya this is messed up :)
... logged in via TE as test1 and it allowed me to add skill 69 to a agent login.

Yeah ... that -IS- messed up and worthy of a bug report to the call-center folks. As a matter of fact JMTStone should open a trouble ticket and insist on a patch (at a minimum) to correct the problem ... that's what I would do.

regs,

.al.

April 13th, 2004, 01:48 PM	#1 (permalink)
JMTStone PBXtech SILVER 25+ posts Join Date: Sep 2003 Posts: 45	Skill Security in CMS :( We have an "Emergency" skill that we set up to shut down our call center in Disaster situations. We've always been under the impression that if we limit user permissions on that skill through CMS, we can assure than only Telephony or Operations can add the skill to the Emergency Agent. We've since discovered that CMS User Permissions for Skills are limited only in Supervisor. Even if an ID does NOT have read/write access to a skill, they can make changes in Terminal Emulator. We've tested this extensively. Does anyone have any ideas that can help?

April 14th, 2004, 10:58 AM	#2 (permalink)
nexSIP Moderator Join Date: Jun 2003 Posts: 527 Blog Entries: 3	Re: Skill Security in CMS That is quite interesting, something I didnt know. Our Emergency skill is hidden. Its not in the CMS dictionary only me and the facilities people know the login. .. run a report on who logged in and shut the center down and fire them .. :)

April 14th, 2004, 11:00 AM	#3 (permalink)
JMTStone PBXtech SILVER 25+ posts Join Date: Sep 2003 Posts: 45	Re: Skill Security in CMS If I can't secure this skill, I may be walking out the door with an escort!

April 14th, 2004, 12:05 PM	#5 (permalink)
JMTStone PBXtech SILVER 25+ posts Join Date: Sep 2003 Posts: 45	Re: Skill Security in CMS :) We have a solution. We are an EAS enviroment. We can change our "Emergency" skill to be an AAS skill and assign it to a single station (We already have a secure station that only a few can touch/administer). You cannot add the AAS/Emergency skill to a standard EAS agent. I've put this in our test PBX but, we'll do validation in the 8700 soon.

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