User Management

User accounts, their rights and roles, are managed with System Configurator > User and Role Management. HAC administration users are defined during installation in Infrastructure Administrator. See the table below for different user management tools. For more information, see the Infrastructure Administrator and System Configurator application help; and corresponding third-party documentation.

Table 1. User Management Tools
Tool	Detailed Description	Prerequisites
System Configurator (SC) User and Role Management for Sinch Contact Pro administrator and end-user maintenance	User and Role Management in the SC application help	Contact Center system has been installed
Microsoft Windows tools for creating System Administrator for network management and initial installation of the system; and optionally other accounts for purposes specified below.	Microsoft Windows documentation	Appropriate prerequisite software has been installed.
Infrastructure Administrator (IA) for managing HAC Administrators and View-Only Users, and Web-Related Process users. These Windows users are able to install the Sinch Contact Pro system both locally and remotely, and modify, start and stop the system model, and run web-related processes. As of SP09, it is possible to use Group Managed Service Accounts (gMSA) for running High Availablity Controller (HAC), Alarm Server, web-related processes, and SQL services.	Microsoft Windows documentation, IA application help, Installation Guide	Appropriate prerequisite software has been installed and IA has been installed on at least one server or workstation.
Sinch Contact Pro Reporting users management in Microsoft Reporting Services	Installation Guide	The system has been defined, Windows user has been defined
SQL Management studio for defining SQL user	Microsoft SQL documentation	Windows user account has been defined

User Authentication and Personal Information Security

The browser-based end-user interface users must always be authenticated either by a user name and password, or by a client certificate. The user name and password authentication is used by default.

By default, the initial passwords must be changed and they must be longer than 8 characters. These authentication policies, such as the minimum password length, number of allowed trials, and duration how long the password is locked after too many trials, can be defined in the System Configurator application.

Emergency Users

Emergency user can be used in case administrators have lost their passwords, or if administrator users have been removed, or if administrator users rights have been changed so that they cannot perform administrative tasks anymore. In this case, database administrator may setup the emergency user that has direct administrator rights to all necessary objects but no roles. Emergency user should be used for reverting or setting up new administrator users. After Emergency User has been used, it should be removed from the system. Deleting emergency user will automatically remove all rights (since only direct rights are used). Installing of emergency user does not alter any of system roles.

The script BCM_DB_Emergency_User.sql can be found in Configuration Database package. Executing the script creates the emergency user with the following definitions:

User’s first name: Emergency
User’s last name: User
Login name: Emergency.User
Initial password: 12345678. User is forced to change this at first logon.

IP Desk Phones

SIP desk phone authentication can be enabled during installation in the IA tool. Authentication method follows HTTP Authentication rules for SIP according to RFC 3261. Related system/platform and user settings are configured in the SC tool.

Note:

Always make sure that desk phone settings are secured with a password.

Configuration Interfaces

The Restful Configuration Interface (RCI) and in Sinch Contact Pro on-premise versionAdministration and Configuration Integration (ACI) Interface provide the application programming interface (API) for third party systems to integrate to Sinch Contact Pro