A permission set is a collection of settings that allows agents and supervisors to access or prevents them from accessing contact center features, such as Service Observing, Direct Agent Calling, and VDN of Origin Announcement. For example, if both a supervisor and an agent that the supervisor needs to observe have an assigned permission set for service observing, the supervisor can observe the agent on a call to provide assistance.

On the Permission Sets (COR) screen, you can configure permission sets to assign them later to specific agents or endpoints. A group of agents and supervisors with the same permission set constitutes a permission group to which you assign contact center features. You can also restrict specific types of calls for a certain permission group.

For more information about service observing, direct agent calls, and VDN of Origin Announcement, see the features section in Avaya Contact Center – Extended Capacity Solution Description.