Ref: TELESERVICES-AMRF-0002
PCCW Teleservices
CyberTech Recording System >
User Account Management Request Form
To:Teleservices Operation \ CCM \ CSM
To:Teleservices Technical Service Manager
CC: CY Cheng ()
Application Date: DDMMYYYYExpected Completion Date: DDMMYYYY
Part A: User InformationStaff No. / User Name / Title / Branch/ Department / Location/
Grid No. / Tel No. / Signature
Part B: Application Functions
Action Request X Create Amend Delete Password Reset
Account Type:
X Supervisor (Operation UM) Agent
See Part E for definition of Supervisor Account and Agent Account and the Account Management Request Procedures.
Supervisor Accounts will be accounts that
-application for management of (create, delete, change) Supervisor Accounts has to be approved by Call Center Manager and TELESERVICES/TS technical manager
owns the rights and responsibilities for approval and operation(create, change and delete) of Agent Accounts
-supervisor Account owner needs to maintain an update Agent Account list with the following information
Agent Account owner name, staff id, account creation date, access rights, the Supervisor Account that created the Agent Account
-TELESERVICES/TS System owner needs to maintain an update Supervisor Account List with the following information
Supervisor Account owner name, staff id, account creation date, access rights.
-Supervisor Account owner holds the responsibilities for the security audit of the Agent Account
-TELESERVICES/TS System owner holds the responsibilities for security audit of the Supervisor Accounts
Agent Accounts will be accounts that
-Application for management of (creates, delete, change) Agent Accounts has to be approved by Call Center Manager.
Remark:
-Password of the A\C will be not be expired, Operation Admin own the accountability to update the password of the UM account in the certain period.
Environment:
X Production Pilot UAT Development
ServiceCenter:
EFT TWP LKT BIT Others ______
System
x CyberTech Recording System Others
Service Team:
CPP Operation
Access Level: Eg. ( By role )–
xLevel 1: ContactCenter – Supervisor (Operation UM)
Level 2: ContactCenter – Operation Admin
Level 3: ContactCenter – TS \ System Admin
Assess Right Description:
Level / By Role / Description
1 / UM / Account assigned to UM for real-time monitoring, retrieval or exports the voice data from the CyberTechRecording System.
2 / Admin / Account assigned to Operation Admin to add, delete, update password or modify the Supervisor and Agent profile in the recording system. Access right with the function to perform monitoring, retrieval or export of the voice data from the system.
3 / TS Supervisor / Role for system maintenanceandassignedonly to “TS \ System Admin or designed Site IS with "Management" approval.
Justification:
Part C1 : Approval by Teleservices Operation/Call Center Manager for Supervisor / Agent Account
Staff No. / User Name / Title(CCM or Above) / Business Unit/ Branch / Location/
Grid No. / Tel No. / Date of Signature / Signature
IMPORTANT NOTE: For Agent Account, Operation/Call Center Manager should arrange IMMEDIATELY to terminate the account in case the Agent Account owner is no longer under employment of the Company or no longer has the need for the account. TELESERVICES System Manager reserves the right to disable any accounts that is suspected to have or going to have non-ethical behavior(s).
Part C2 : Approval by Teleservices Technical Services Manager for Supervisor AccountStaff No. / User Name / Title(TSM or Above) / Business Unit/ Branch / Location/
Grid No. / Tel No. / Date of Signature / Signature
IMPORTANT NOTE: For Supervisor Account, Operation/Call Center Manager should notify TELESERVICES/TS (email: PCCW Teleservices Service Desk ) IMMEDIATELY to terminate the account of in case the Supervisor Account owner is no longer under employment of the Company or no longer has the need for the account. TELESERVICES System Manager reserves the right to disable any accounts that is suspected to have or going to have non-ethical behavior(s).
Part D: Password Control Policy
The following Password Control Policy must be followed strictly.•CallCenter Systems – include but not limit to the following systems:
•IMM (Audix); HR Plus; U8 Financial system; MIS system; CMS; IEX; Nice Recorder, Voice Link Recorder, CyberTech Recorder, Domain System, IT applications, card lock, workflow; EDF .. .
•Uniqueness of User id
•Each user has own user id which has to be unique
•Do not disclose passwords or share system user accounts with other people, either deliberately or through careless actions such as leaving them written in your workplace or by sending them over email
•Application of user id
•Standard Application form has to be filled and approved by CSM or CCM for user id application / cancellation or change of access right
•Management of password
•In initial log in, user has to change the password
•User has to change the password periodically and do not reuse old passwords in a predictable manner
•It is the responsibility of the account owner to keep the password confidential, in case the password is explored, change password immediately and inform supervisor.
•For best practice, the password should be:
•Minimal length >= 6
•use passwords not easy to guess (e.g.: contain both numbers and characters, are at least 5 characters long and are not common words, names, dates, etc.);
•Try to use the character that has similar outlook in English and Number (e.g. “l” or “1”; “O” or “0”)
•Monitoring of assessment of user id
–Audit trail report should be produced to record the assessment of user id : log-in date/time, log-out date/time, number of unsuccessful attempt if system can support
–If Systems support security function such as “Password aging”, “Maximum Login Attempt” etc., it should be turned on except with the approval from System Owner (e.g. Business Manager)
–Approver (e.g. CSM or CCM etc) has to keep user id inventory list and ensure validity of approved assess right
–For system managed by Technical support, TS will produce a user id list periodically (e.g. half year) for approver to reconcile the assess right
•Workstation log-out when you leave your workstation
- Reference: Doc SEC-POL-07 issued by Risk Management and Compliance
Part E: Account Management Request Procedures
Please reference the below Account Management Request Procedures
Supervisor Accounts
Steps / Details / Responsibilities / Remarks0 / Triggers for Account Management
- Account Owner leaving the company
- Change of Account Owner Access Rights
- Change of Account Owner information
b)Telephone
c)Branch/Department / End User
1 / Fill in the Account Management Request Form / End User / See section 4 for Account Management Request Form Template
2 / Submit to apply for Approval by Operation/Call Center Manager / End User
3 / Verification of Application Details (eg. staff id, justification, need to know basis, least rights policy ) / Operation/Call Center Manager
4 / Approval of Account Management Request / Operation/Call Center Manager
5 / Submit to apply for Approval by System Manager by email and CC copy to > TS of Teleservices / End User
6 / Approval of Account Management Request / TELESERVICES/TSM
7 / Execution of Account Management Request / TELESERVICES/TS
8 / Maintain Inventory List of Supervisor Account / TELESERVICES/TS / See section 5 Template for System End User Account Inventory List
9 / Acknowledgement of Completion of Account Management Request by Email / TELESERVICES/TS
10 / Distribution of the Account and Password by individualEmail with encryption or confidential letter / TELESERVICES/Operation CCM or Dedicate supervisor
11 / Change of password when first login / *Not apply
12 / Disable the Account if the Account is not attempted for first login after 10 days of the distribution of the Account and Password / TELESERVICES/TS
Agent Accounts
Steps / Details / Responsibilities / Remarks0 / Triggers for Account Management
- Account Owner leaving the company
- Change of Account Owner Access Rights
- Change of Account Owner information
e)Telephone
Branch/Department / End User
1 / Fill in the Account Management Request Form / End User / See section 4 for Account Management Request Form Template
2 / Submit to apply for Approval by Operation/Call Center Manager / End User
3 / Verification of Application Details (eg. staff id, justification, need to know basis, least rights policy ) / Operation/Call Center Manager
4 / Approval of Account Management Request / Operation/Call Center Manager
5 / Execution of Account Management Request / Owner of the Supervisor Account
6 / Maintain Inventory List of Agent Account / Owner of the Supervisor Account / See section 5 for Template for System End User Account Inventory List
7 / Acknowledgement of Completion of Account Management Request by Email / Owner of the Supervisor Account
8 / Distribution of the Account and Password by Email / Owner of the Supervisor Account
9 / Change of password when first login / Owner of the Agent Account
10 / Disable the Account if the Account is not attempted for first login after 10 days of the distribution of the Account and Password / Owner of the Supervisor Account
Part F: Teleservices Internal
Reference ID: ______
Date Received: ______Date Registered in Inventory List: ______
Date Completed: ______
Issue : 1 Revision : 0 Date :02/01/19Account_management_form_CyberTech Feb 2011.doc