March 16-17, 2022 - New Agent Permission: Access to External Database

Introducing, We're providing administrators with the option to grant agents access to external databases. Currently, the only way to do this is for agents to have access to IVR Studio, but there are risks associated with such access. To minimize this risk, administrators will be able to give agents access to external databases.

When

March 16: USA West, Canada
March 17: USA East, Rogers

Highlights

A new Configure External DB check box will appear in an agent's configuration page accessed through Configure > General > Agent. More specifically, in the Security tab of the agent's configuration page.
The permissions define access as follows:
- Access IVR Studio: The agent can log on to the IVR Studio tool, but CANNOT access external databases.
- Configure External DB: The agent can access the page Configure > Inbound Voice > External Data (URL: /admin/ConfigIvrDataTable.aspx) in Contact Center Admin Portal.

Those agents with permissions set to Access IVR Studio at the time of the release of this new feature will AUTOMATICALLY have the new External DB Access permission turned on. This is so agents do not lose access to their external databases upon implementation of the new feature.
New agents or agents with no current permission to Access IVR Studio will, by default, have the permission to External DB Access turned off. Administrators can grant access by setting this permission at a later time.

How do I get this feature?

The new feature will be automatically available for use.
No intervention is required from a Service Provider.