Manage personnel parameters

Note CCaaS UI was previously called TouchPoint.

On the New Agent/[Agent name] page, on the Parameters tab, enter the following information:

• Login license type — the license to assign to the agent. See Allocate legacy licenses to agents.
• CosmoCorder license — whether to assign this license.
• CosmoConnector license — whether to assign this license.
• ScreenRecording license — whether to assign this license.
• External email address — the email address for delivery of personal voicemail. Agents with personal voicemail enabled can have their personal voicemail delivered as email sound file attachments. The emails containing the attachments are sent to this external email address, which is not related to ACD-routed emails.
• Agent can change password — whether to allow the agent to change their CCaaS UI password. If not selected, password settings do not appear in CCaaS UI.
• Available upon login — whether to have the agent automatically become available when logging on to CCaaS UI.
• CRM URL — the URL of the tenant's CRM.
• CRM user ID — the agent's user ID for the tenant's CRM.
• CRM password — the agent's password for access to the tenant's CRM.
• Block agent to agent calls — whether to prevent the agent from calling another agent.
• Block xfer/conf to agent — whether to prevent the agent from transferring or conferencing calls to another agent.
• Block call/xfer to system — whether to prevent the agent from transferring calls to entry points.
• Preferences edit by agent — whether the agent can edit their preferences in CCaaS UI. The options are:
• Deny — preferences are not displayed in CCaaS UI.
• Allow (default) — the agent can permanently configure CCaaS UI preferences.
• Allow per session — obsolete.
• Read-only — preferences are displayed but selection is disabled in CCaaS UI.
• Encrypted recording restrictions — the restrictions that apply to supervisors when playing back encrypted recordings. The default is None.

Note Encrypted recording restrictions for the tenant are set in the Tenant Properties dialog, on the Parameters tab (see Manage tenant parameters). To override this setting for the agent, select a value other than None.