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Policy Engine - Playback For Calls

Policy Engine - Playback For Calls

By Devon Cockram (Unlicensed)
Jun 20, 2019

MoSCoW Rating for Deimos Release:

Must

Business Case

Allows businesses to manage their rules and users in a central location this reduces the administration overhead for administrators of both systems.

Personas effected

Personas can be found in Azure DevOps: https://redboxdev.visualstudio.com/Nubis/_apps/hub/agile-extensions.personas.hub 

The following personas will be interested in ensuring that there is a central place for managing user permissions in order to reduce administration, ensure everyone has the correct levels of access and reduce user management costs. They are also interested in the value this feature has against risk management as well as time overhead - if everything is managed via AD, you can't forget to disable a user in core services and have a security breach for example.

  • Toby Lerone - Head of IT Service Management 
  • Gary Baldi - Customer Experience/ Contact Centre Manager 
  • Penn Gwynn - Head of Contact Centre 

Functionality

This feature acts as the join between the policy within EA for allowing users to playback their own calls and the feature User Permissions for Playback which checks the AD Group that the user is assigned to, to determine their permission level. 

Within the scope of this feature we will be looking at linking three policy and permission types:

  1. Permission to play own calls and does the current request match the search filter
  2. Permission to play all calls (pass through) 
  3. Permission to play no calls - (block) 

We will need to audit all three permissions in the standard auditing format used throughout EA.

Future Functionality

In the future we will be extending this policy engine to work with other permissions which can be set up within ADFS such as checking the playback for calls using AD hierarchy - for example team and department based permissions

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