Adding permission sets

Last Updated : Feb 14, 2024 |

About this task

Add a permission set and assign it to agents and endpoints. When configuring a permission set, you can enable Service Observing and restrict certain types of outgoing calls for agents and supervisors within this permission group.

Procedure

  1. On the Configuration Server web portal, go to Administration > System > Permission Sets (COR).
  2. At the top-right corner of the Add Permission Sets (COR) page, click the Add icon.
  3. In the Name field, type the permission set name.

    You can type a maximum of 35 Unicode characters.

  4. In the Description field, type a short description of the permission set.

    You can type a maximum of 50 Unicode characters.

  5. In Group Calling Restriction, select one or several permission groups to which agents and supervisors with this permission set cannot make calls.
  6. In Permissions, select one or more of the following options:

    • Direct Agent Calling: To allow an agent with this permission set to receive direct agent calls.

    • Hear VDN of Origin Annc: To play a short announcement for an agent based on the VDN that processed the VDN call.

  7. In Calling Restriction, select one of the following:

    • none: To allow calls of all types for the permission group.

    • all: To restrict call of all types for the permission group.

    • A call type: To restrict specific types of calls for the permission group.

    You can configure the required call types on the Dial Plan Call Types page.

  8. To allow supervisors observe calls of the agents with this permission set, select Can Be Observed.

    This setting overrides the Service Observing value for other permission sets. If you leave this check box cleared and allow service observing of this permission group for other groups, agents and supervisors will not be able to monitor calls of this permission group.

  9. Click the Service Observing field and from the CORs pane do one of the following:

    • Select Service Observing All: To allow to observe calls of all permission groups.

    • Select one or several permission groups that you want to allow to observe.

    Agent and supervisors of this permission group can monitor calls only of the permission groups that have the Can Be Observed setting enabled.

  10. On the CORs pane, click Save.
  11. At the top-right corner of the Add Permission Sets (COR) page, click Commit.

    Configuration Server saves the permission set configuration and redirects you to the Permission Sets (COR) page.