The following chapters will explain the differences between users and agents and why the differentiation is important.

As a simplified description: 

  1. Users from any directory source need to be authenticated within a (synced) user directory in order to be recognized within LUCS. 
  2. Then those users need to be authorized to access various functions within LUCS (e.g. Reporting, Frontend, Configuration). Also see → Role Based Access - RBAC which determines access rights.
  3. These rights are separated by Organization Units to further distinguish the user's individual access per divison / team.

In this section: 

(lightbulb) Any user with the corresponding role can also act as an Agent to handle calls distributed by the system.