Trust

Trust is the means through which a partner can share the resources it owns with another partner of the same type, or of a different type.

Trusting Partner: The partner who shares resources that they own.

Trusted Partner: The partner whose users get access to the shared resources.

For example, if BEX owns a few resources and shares them with CCaaS, then BEX is the trusting partner and CCaaS is the trusted partner.

"BEX is trusting CCaaS with its resources."

All trust scenarios should employ an access control model that governs:

• Which resources and capabilities the trusting partner wants to share.
• The scopes or conditions under which these resources can be shared.
• The partners with whom these resources can be shared.

Example

{
    "id": "d6ec174b-7cb7-4efa-a730-ef1ff8fd6dbb",
    "name": "BEX trusting CCaaS with its skills and tasks",
    "trustedPartner": "CCaaS partner id",
    "createdBy": "BEX partner id",
    "description": "BEX trusting its resources with CCaaS",
    "permissions": [
        {
            "effect": "Allow",
            "actions": ["skills:list", "skills:read", "tasks:read", "tasks:list"],
            "scopes": []
        }
    ]
}

How CCaaS Delegates CCV to Serve a Brand Partner on its Behalf

BEX (Brand partner) originally allowed CCaaS to access its skills and now CCaaS further grants Sykes' (Brand) agent role the capability to execute those skills on its behalf.

Step 1 - BEX grants CCaaS the ability to access its skills via trust.

Step 2 - CCaaS creates an agent role with permission to execute BEX' skills.

Step 3 - CCaaS creates a trust relationship that allows Sykes to retrieve roles created by CCaaS for Sykes.

Step 4 - Sykes grants CCaaS access to its business location management capability.

Step 5 - CCaaS creates a business location on behalf of Sykes (permitted in Step 4) and attaches the agent role (created in Step 2) to this location.

Step 6 - A Sykes Admin creates users (aka agents) and attaches them to the business location. (No trust is needed for this step.)

Step 7 - The Sykes Admin retrieves the role attached to the business location (permitted in Step 3) and creates a role assignment for any agent using it. (No trust needed.)

Step 8 - In the role assignment, the Sykes Admin specifies partners that an agent must serve using the list of partners attached to the agent's business location.