Access Management
This topic describes how Communication Recording Agent user access is determined and managed, and how Communication Recording Agent enables fine control of a user's privileges inside the system from what capabilities they have in the application to what data they can access.
Role-based access control (RBAC) governs user permissions, ensuring that actions are strictly aligned with assigned roles. To further enhance security, users are restricted from downloading media and cannot query the system based on sensitive attributes or identify recordings containing sensitive information. Additionally, comprehensive audit logging records every action and event performed by users, ensuring full visibility and accountability for user access and activity on the service.
Determine User Access
A user's access privileges are determined by a combination of their Roles and the Access Policies that apply to them. Using External Directory Services paired with application Users, Roles, the Organizational Hierarchy, in combination with Communication Recording Agent Access Policies, Communication Recording Agent is able to provide for automated account creation and access management.
Access Control Policies – used to assign granular access permissions for your Users using Filters and Claims.
External Directory Services, Access Control Policies, and Roles provide for automated account creation and management – as users are added, updated, and removed in your External Directory Services, User Accounts are automatically added, updated, and removed as appropriate. This provides a simpler account management model, as User Accounts are automatically synchronized with your External Directory Services. After initial setup, you will want to keep on top of Role Management and Access Control Policies. If needed, Users can be added manually or by CSV import as well as deactivated and/or deleted manually in the system.
Use Access Control Policies to assign granular access permissions for your Communication Recording Agent Users using call Filters (which calls) and Claims (which groups/ users in your Organization Hierarchy).
For instructional information on managing users see Manage Communication Recording Agent Users, for instructional information on managing Access Policies see Manage Policies.