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What is “Restriction and Certification” in iCarol?

Restriction and Certification can be used to restrict access to confidential information stored in iCarol based on where the user logs in. If Restriction is enabled, confidential information stored in call repots and caller profiles can only be accessed from computers or networks that have been certified.

*Very Important Note* Restriction and Certification can only be used on PCs. Unfortunately, this functionality cannot be used on Apple products.

To use Restriction and Certification, the first step is to access the Tools tab of Admin Tools and place a check mark in the box next to “Use Restriction”, in the Restriction and Certification section, then click “Save all settings” at the top of the screen.

Admin Tools Setting

By default, Admins and Supervisors are not affected by Restriction, meaning, no matter where they log in, they can access the confidential information in iCarol. If you would like to restrict Admins and Supervisors as well, you can place check marks next to the appropriate settings on this page.

Next, you will need to download the iCarol Certification tool, and certify the computers from which users can access confidential information. To do so, click “click here” at the bottom of the Restriction and Certification section, and follow the steps noted. Once the tool is downloaded and installed on the computer you wish to certify, open the certification tool and enter your login and password, plus a name for the computer you are certifying. Please note, if you certify one computer on a network, all computers on that network will be treated as certified and can be used to access confidential information.

Certification tool

There are two settings in Advanced Security settings related to restriction and certification. These settings are found in the left hand column of the Call Reports section.

Advanced Security Settings

The first setting is “Can certify computers”. By default, Admins and Supervisors can certify computers using the certification tool. If you would like individuals at other security levels to be able to do this, you can check this setting.

The second setting is “Exempt from Restriction (can always see call reports)”. This setting is used if you are using Restriction in your agency, but want a particular person to be able to access confidential information wherever they log in.

If you have any questions about how to use Restriction and Certification, please do not hesitate to contact the iCarol Support team.

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Carmen Lovas

iCarol is your help line software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more...

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