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Card and bench diamond stones.DIAMOND STONE MAINTENANCEContinual satisfactory operation depends upon proper tool care and regular cleaning.CleaningClean with a damp cloth or cleaning (eraser) block.StorageEnsure diamond stones are stored separately.Do not store the diamond stones in damp conditions.ENVIRONMENTAL PROTECTION Re-cylce raw materials instead of disposing as waste.Packaging should be sorted for environmental-friendly re-cycling.The product and its accessories at the end of its life should be sorted for environmental-friendly recycling.GUARANTEEAll MPOWER products are guaranteed against any defects in either workmanship or material, except products that have been damaged due to improper use or maintenance.POLICYOur policy of continuous improvement means that specifications may change without notice. MPOWER Tools Limited cannot be held liable for any material rendered unusable, or for any form of consequential loss.Manufactured by MPOWER Tools LtdTel: 0044 (0)1980 629 526 Email: [email protected] Email: [email protected] Web: www.m-powertools.comManor Farm Reserve – Newton Tony – Salisbury Wiltshire – SP4 0HA – UK© Copyright MPOWER Tools Ltd 2018

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Use this permanent URL when you create browser bookmarks or create a link to this page. Even if the path to this page changes in the future, this URL will not. No permanent link is available for this page. Click the Feedback button below to send an email requesting one. Make sure the email includes the name of this page. This page provides specific information about how authentication and authorization work in CXone Mpower. If this is the first time you've worked with these concepts, you should gain a basic understanding of authentication and authorization ideas and terminology first. Once you've reviewed this material, you're ready to: Set Up CXone Mpower Authentication Using the Built-in Identity Provider Set Up CXone Mpower Authentication Using an External Identity Provider When users log in to any application suite, including CXone Mpower, these two steps typically occur in the order shown: Authentication—Is the user who they claim to be? Authorization—Should the authenticated user have the access they've requested? All users must be authenticated and authorized before they can access CXone Mpower. Users can be people or applications. For example, chatbots and virtual assistants often run by means of a user account. Most application suites use the same processes for human and virtual users. In these online help pages about authentication and authorization, we've used the term user to apply to both people and applications. If there are differences, they're clearly explained. Authentication can be complicated to set up and difficult to test and validate. To set up authentication in CXone Mpower, you need to understand: How authentication works in CXone Mpower The built-in CXone Mpower identity provider External identity providers Differences between authenticating human users and application users You also need to know how authorization works in the CXone Mpower platform. This illustration shows how CXone Mpower authenticates and authorizes users: A user accesses CXone Mpower through a supported web browser. CXone Mpower asks for the user's login credentials. The user provides credentials. CXone Mpower verifies them with an identity provider (IdP). CXone Mpower has its own built-in IdP, but it can also work with an external IdP. Once the user is authenticated, the CXone Mpower Authorization Server provides access to the CXone Mpower platform. CXone Mpower does not support external authorization systems. Authentication Using the Built-In Identity Provider The built-in CXone Mpower IdP authenticates users with a username and password. Each username must be unique to your organization. You can optionally add multi-factor authentication (MFA) for an additional security layer. Application Users Sometimes applications need access to CXone Mpower features and functionality. CXone Mpower treats these applications, like bots and interactive virtual assistants (IVAs), as users. Application users are only supported with built-in

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Mpower ACD, which uses your Global Caller ID as the ANIAlso known as caller ID. Listed phone number of an incoming voice call. for calls to the agent’s phone. An invalid Global Caller ID could also result in routing issues depending on the carrier used to connect the agent leg. If the Global Caller ID format is also valid, you can contact your Account Representative. Busy CXone Mpower detected a busy signal or the telephone network cause code indicated the phone or network was busy. Possible cause codes: 17, 34, 46, 254 Resolution: If the agent is using a physical phone, they may have been using it for a non-CXone Mpower call when the attempt to deliver a call happened. The agent likely forgot to set their state to Unavailable before making or receiving the non-CXone Mpower call. This refusal reason could also mean you have no available ports on a circuit or the platform. For outbound calls, it is most likely that the line was busy on the number dialed. ContactAlreadyRouted CXone Mpower tried to route the call to an agent after the ACD already delivered it to a different agent. Error The delivery of the call to the agent was not successful due to a telephone network issue. This is determined by a variety of cause codes that are returned to the platform from the telephone network that indicate the call terminated but was not answered. Possible cause codes: 2, 3, 4, 8, 21, 22, 25, 26, 27, 28, 29, 30, 38, 39, 43, 47, 58, 62, 63, 69, 70, 79, 84, 85, 88, 90, 102, 111, 251, 252Resolution: The most common cause of this issue is with the physical phone or potentially the phone provider. It may require some validation from the platform. Invalid Call Leg One of the call legsThe portion of an interaction that takes place between CXone Mpower and the agent. dropped or hung up at the moment the call was being delivered to the agent. This means the call was successfully linked but during the window of time as the whisper or zip tone was being played, the agent canceled or hung up the phone. This issue has two possible causes: 1) Latency delays the linking of the call after call delivery. The agent mistakes this for dead air and hangs up, or 2) The Phone # Timeout in the business unit settings or Station Timeout in the station profile settings has the same value as ACWState that allows an agent to complete work requirements after finishing an interaction time for a skillUsed to automate delivery of interactions based on agent skills, abilities, and knowledge. NoAnswer The platform was able to initiate a. Pro Tools Mpowered and Express Pro Tools Express (bundled with Pro Tools

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A code sent to their mobile devices. These codes are typically known as MFA tokens, even when a physical token is not involved. CXone Mpower supports both major types of MFA: Time-based—typically used by software authenticators like Google Counter-based—typically used by hardware tokens You can enable MFA for login authenticators with a single checkbox. However, the specific information about users, their MFA settings, and their identities is maintained in the individual employee account. Login authenticators are assigned to roles. This means an employee's authentication method depends on the role they are assigned. Authentication Using an External Identity Provider When you sign in to a system with an account from another site, you're using external authentication. For example, you might log in to an app on your phone with your Google account. External authentication, sometimes called federation, uses an external identity provider (IdP) to help authenticate users. The external IdP works with the CXone Mpower IdP to authenticate the user. To work together, both IdPs rely on authentication protocols. External IdPs CXone Mpower supports both hosted and cloud service identity providers. You should be familiar with your identity provider. If not, work with your company team that manages authentication. Setting up federation can be difficult if the right people are not involved. Your organization may have established processes for integrating systems like CXone Mpower with your identity provider. Following these processes and meeting your specific security needs is your responsibility. The NICE team for CXone Mpower is here to support you along the way. Authentication Protocols IdP-initiated flows apply to single applications, not the entire CXone Mpower suite. For example, you can use this flow to launch the main user interface applications, but you cannot use it to launch other applications like Studio. For the entire suite to function seamlessly, the SP-initiated flow is required. Authentication protocols establish communication and trust between different IdPs. CXone Mpower supports an authentication protocol called SAML 2.0. SAML 2.0 is an established technology and is widely used than newer technologies like OpenID Connect. It supports service provider (SP)-initiated authentication flow. This is a familiar flow and the model used by many apps and websites. The user experience is: Users enter their credentials in CXone Mpower (that is, they log in). CXone Mpower uses its built-in IdP to communicate with your external IdP to verify the user identity. CXone Mpower uses its built-in authorization to verify the authenticated user's access levels. CXone Mpower provides correct access to the authenticated, authorized user. SAML 2.0 also supports a less-common IdP-initiated flow. In this flow, your user enters their credentials with your IdP. Then, the IdP launches CXone Mpower. For SAML 2.0, CXone Mpower only supports signing the Message/Response,

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Not the Assertion. Your users may be familiar with either or both of these authentication flows. If you use SAML 2.0, be aware of the limitations presented by each flow. These are discussed more in the next section. CXone Mpower does not support additional encryption offered by some authentication protocols. Evaluate the Combination The CXone Mpower suite does not support every combination of application, external IdP, and authentication protocol. In some cases, support doesn't exist. In other cases, there are limitations with workarounds. It's difficult to show potential issues for every combination and scenario, so you should do a test setup with your identity provider. Your test should take into account your different use cases and user flows. The following table can help guide your evaluation. CXone Mpower Application External IDP Authentication Protocol Limitations and workarounds CXone Mpower Platform and All Applications All All Does not support encryption of claims. CXone Mpower Platform and All Applications All SAML 2.0 Only message signing is supported. Public certificate must be included in the response. CXone Mpower Platform All OpenID Connect Not supported. Only the main web applications support the IdP-initiated SAML 2.0 flow. Users who need access to Studio or the various agent applications must use built-in authentication or an SP-initiated flow. Establish Trust Identity providers must trust each other before they can communicate. Each provider must have information about the other. What information is required depends on the authentication protocol. How the information is obtained depends on the IdP. There are several configuration parameters used to establish trust with SAML 2.0. Work with your Account Representative to use these parameters to create a trusted relationship between your CXone Mpower tenantHigh-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment and your external IdP. Field Details Entity ID A pre-populated, non-editable global unique ID that your external IdP may require you to enter on their side when using the SAML 2.0 protocol. The IdP includes it as the entity ID of the issuer in the SAML 2.0 request message. Some IdPs, including Okta and OneLogin, don't require you to configure the entity ID on their side. Others, including Salesforce, do. Endpoint URL The endpoint URL provided by your IdP. Assertion URL A pre-populated, non-editable URL your IdP requires to set up any SAML 2.0 flow. It serves as an endpoint URL for receiving and parsing an authentication assertion. You must enter this ID in your IdP configuration, usually in the ACS URL field. Some IdPs call it something other than ACS. For example, in the Okta SAML 2.0 template, you enter this URL in the Single Sign On URL field. Certificate Your IdP will provide. Pro Tools Mpowered and Express Pro Tools Express (bundled with Pro Tools