Configure users, credentials, and rights

Authentication

To get access to the orchestration layer, please contact Sinch support. Support will add a secret in Secrets manager with name orchestration-layer.

Transcription user for Contact Management Interface (CMI)

Add a user for CMI to save call transcripts and AI analyses:

1. Go to User and Role Management > Users and click Add New.

2. Enter a first and last name and add the user to a user group. Select All Users if none of its subgroups are relevant.

3. Go to Users > [user] > Authentication. Enter a password for the user.

   Do not use:

   • letters that aren't part of the Latin alphabet (for example, Scandinavian letters and umlauts)

   • the following special characters: ¤,£,€,½,§

   Select Assign Expiration Time for Service account and define an expiration time for the service account user.

   

4. Go to Users > [user] > User rights.

5. Give the user these rights to save call transcripts:

   1. User service > Save call transcript

      

   2. Listen To Recording rights on the level (queue/agent/campaign) that does the recording. Note that rights are typically given for a queue group or user group instead of a single queue or user.

      For a queue group:

      

      For a single queue:

      

      For a user group:

      

      For a user:

      

      For a campaign:

      

6. Give the user the Manage contact history right to the queue/user to save AI analyses. Note that rights are typically given for a queue group or user group instead of a single queue or user.

   If you want to save AI analyses for direct calls, you need to define the user rights for the user or user group as these calls don't have a queue.

   For a queue group:

   

   For a single queue:

   

   For a user group:

   

   For a single user:

   

Secrets in Secrets manager

Add credentials for accessing your CMI and RI:

1. Go to System Management > Secrets manager and click Add New.

2. Enter the details for your CMI transcription user:

   1. Description: Describe what this secret is used for.

   2. Name: We recommend using the same name (cmi-user) as in this example so you'll be able to use the example JSON on the following pages without editing this part. If you define a different name for the secret, you'll just need to change the name in your JSON configurations.

   3. Secret: Enter the password of the CMI transcription user you just created.

      

3. Save your changes.

4. Click Add New and enter the details for your RI access:

   1. Description: Describe what this secret is used for.

   2. Name: We recommend using the same name (ri-apikey) as in this example so you'll be able to use the example JSON on the following pages without editing this part. If you define a different name for the secret, you'll just need to change the name in your JSON configurations.

   3. Secret: Enter the API key used for accessing your RESTful interfaces.

      

5. Save your changes.

Next, Add a basic configuration for post-call transcription.