Embassy: Create an Embassy for Vendor Access
Use Bomgar not only to provide support but also to receive support or extend your range of support. Create embassy teams to grant limited access to trusted third-party vendors for the purpose of receiving remote support or using the vendor’s resources in supporting customers.
When creating an embassy, first provide a name. Set a code name for integration purposes. If you do not set a code name, one will be created automatically. Add comments about the purpose of this embassy. Next, assign embassy members, described in the section below.
Configure privileges that should apply to this embassy (see Settings and Field Details: User Permissions). Note that settings defined for the entire embassy override settings defined for the individual embassy user.
Under the Jump Client Access section, select which embassies and teams should have access to any Jump Clients pinned to this embassy queue. By default, only this embassy has access to its own Jump Clients. However, you can select multiple other teams to Jump to and modify this embassy's Jump Clients.
You can also see a list of other teams and embassies that share Jump Client access with members of this embassy.
In the Equilibrium Settings section, set session assignment rules. Use the dropdown menu to select the appropriate algorithm, depending on how you want sessions to be routed. Options are:
- None: no algorithm is selected and session requests go into the queue the in order submitted.
- Least Busy: session is assigned to the least busy representative.
- Skills Match, Least Busy: session is assigned by selecting the representative with the most appropriate skill set match necessary to handle the issue, as well as being the least busy of all qualified representatives. (See Skills: Route Issues to Representatives.)
The Alert Timeout dropdown determines how long the session will remain in the representative’s queue before it is assigned to the next representative.
You also can create a Waiting Session Rule. If enabled, set how long a session is allowed to remain in this queue. Then choose the action to take if the session waits for longer than the set time. You can either transfer the session to an overflow queue, or you can mark the session as overdue. A session that becomes overdue will play an audio alert, flash in the queue, cause the queue itself to flash, and display a pop-up notification. These notifications can be modified in the rep console settings.
As you create users who will be assigned to embassies, note that regular representative user accounts and embassy user accounts do not overlap. Only embassy users may be assigned to an embassy, and embassy users may not be assigned to regular support teams. For local embassy users, you may assign privileges per user, per embassy, or a mixture of both. For users added via configured security providers, privileges are assigned per embassy only, and users will not appear in the Embassy Users list.
For authentication, an embassy member must be assigned to a single embassy. Embassy permissions are defined in the embassy. Embassy membership overrides your security provider's default group policy permissions.
Note: Take thought when assigning a default group policy to a security provider if that provider's members are to be added to an embassy. Should that embassy be deleted, the users added from the security provider will automatically be granted the permissions defined by the default group policy and can operate as normal, non-embassy users. If a security provider is to be used to authenticate embassy users, it is recommended not to assign that provider a default group policy.
To assign members to an embassy, edit the embassy and click the Add button to open a select box. You can select members from your local system or from configured security providers, thereby authenticating users against existing LDAP, RADIUS, or Kerberos servers. (See Security Providers: Enable LDAP, Active Directory, RADIUS, and Kerberos Logins.)
At the top of the select box is a dropdown list of unassigned local embassy users and all configured user and group security providers. From the selected list, click the user or group name to add. To remove, select the user or group name in the embassy members list and click Remove. Click Save Changes to retain your changes.
Once the embassy has been created, you may assign issues to this embassy from the Configuration > Issues page. If this embassy's issues are shown on a public site, a customer selecting one of these issues will be directed to that embassy queue.