Luware Recording differentiates access by user roles. Users can have multiple roles and belong to multiple user groups. Groups and roles are explained in combination on this page as their concepts relate to each other.

Group Role Assignment

Luware Recording controls role assignment to users by pulling group membership of configured Azure Entra ID security groups. For example, if a user is added as a member to the recorded security group, the user will be synchronized into the Luware Recording recorded user group and the recorded user role will be added. If a user is a member of two or more security groups, the Luware Recording security group synchronization will only add the user to the synchronization that runs first in the configured sequence list. If merging is enabled, the user will be added to more than one Luware Recording group and role based on the merging settings configured. Luware do not recommend the manual assignment of roles to users via the web interface.

User Roles

Roles provide a user role-based access control system. Each user can be assigned one or multiple roles, the permissions are accumulated from all of the assigned roles.

There are three default roles:

• Recorded user: users who are recorded and may have access to replay their own calls.
• Supervisor: users who have access to a selection or all calls within their organization. Supervisors are not 
  recorded by default.
• Administrator : users who manage the recorded users and extensions within their organization. 
  Administrators are not recorded by default.

The following sections detail the default recording profiles, supervisor profiles, and admin profiles applied per customer. These settings can be modified. Please engage with your point of contact in Luware to discuss any bespoke changes.

💡Feature availability per role discussed on this page is dependent on licensing purchased.

Recorded user

Recorded users within your organization have their calls recorded and can access these recordings. The calls to be recorded can be selected based on the direction of the call. Refer to the table below for information on setting the recording direction options.

By default, recorded users have the following rights:

• Playback own recorded conversations
• Export own recorded conversations
• Modify self conversation search portal

Recorded user default Recording Profile

💡If a bespoke configuration is required for recording settings, please engage with your point of contact within Luware to discuss this further.

Recorded user default Announcement Profile

💡If a bespoke configuration is required for Announcement settings, please engage with your point of contact within Luware to discuss this further.

Supervisor

The group supervisor has access to the conversations of all group members.

The supervisor can search and playback conversations of recorded users in their group. They also have access to the features such as labels, legal hold and advanced export. If supervisors are also enabled for recording then the same Recording and Announcement Profiles will be applied as mentioned in the previous section.

💡If you require supervisors to be recorded, please engage with your point of contact within Luware to discuss this further.

💡The user account must exist in the supervisor AD security group and be synced to be granted supervisor rights.

By default, supervisors users have the following rights (depending on the license model):

• Playback recorded conversations from users in their group
• Download conversations
• Export recorded conversations from users in their group
• Manage Labels
• Manage Legal Hold
• Workflow requests and approvals

Administrator

Administrators are users who manage the recorded users and extensions within their organization. Administrators can also be recorded, but are not by default. They have access to system settings and configuration but do not have access to conversations. If admins are also enabled for recording then the same Recording and Announcement Profiles will be applied as mentioned in the previous section for recorded users.

By default, Administrator users have the following rights:

• View configuration
• Workflow management
• Access reports, dashboards, audit logs, etc.

💡If you require admins to be recorded, please engage with your point of contact within Luware to discuss this further.

💡For changes to Azure Entra ID synchronizations which control user, role, and group assignment, raise a ticket to Luware Helpdesk.

User Groups

Groups are essentially lists of users. You can define group supervisors who can see calls of group members. You can access and view groups via Users > Administration > Groups.

💡For changes to Azure Entra ID synchronizations which control user, role, and group assignment, raise a ticket to Luware Helpdesk.

Verba user group administration is available  by selecting Administration/Groups submenu.

Luware Support

Please note that some organizations may have bespoke configuration and/or rights which differ from the default offering. Please engage with your Luware point of contact if you wish to discuss this  further.