Adding permission sets

Last Updated : Sep 18, 2026 |
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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 the permission group.
  1. On the Configuration Server web portal, go to AdministrationSystemPermission Sets (COR).
  2. At the top corner of the Add Permission Sets (COR) page, click the Add icon.
  3. In the Name field, type the permission set name.
    ADDITIONAL INFORMATION:
    You can type a maximum of 35 Unicode characters.
  4. In the Description field, type a description of the permission set.
    ADDITIONAL INFORMATION:
    You can type a maximum of 50 Unicode characters.
  5. Click Group Calling Restriction, and from the CORs pane, select one or multiple permission groups to which agents and supervisors with this permission set cannot make calls.
  6. Click the Permissions field and 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.
    • Block Enhanced Call Pickup Alerting: To block call pickup alerts.
    • Can Be Picked Up By Directed Call Pickup: To allow other users to answer calls ringing on the configured endpoint.
    • Can Use Directed Call Pickup: To allow the endpoint user to answer calls ringing on other endpoints.
  7. From the Calling Restriction list, select one of the following options:
    • none: To allow calls of all types for the permission group.
    • all: To restrict calls of all types for the permission group.
    • A call type: To restrict specific types of calls for the permission group.
    ADDITIONAL INFORMATION:
    On the Dial Plan Call Types page, you can configure the call types required.
  8. To allow supervisors to observe calls of the agents with this permission set, select Can Be Observed.
    ADDITIONAL INFORMATION:
    This setting overrides the Service Observing value for other permission sets. If you clear this check box and allow service observing of this permission group for other groups, the agents and the 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 observation of calls of all permission groups.
    • Select one or several permission groups that you want to allow to observe.
    ADDITIONAL INFORMATION:
    Agents and supervisors of this permission group can monitor calls only of the permission groups with the Can Be Observed setting enabled.
  10. In the CORs pane, click Save.
  11. To block call pickup alerts, enable Block Enhanced Call Pickup Alerting.
  12. To allow other users to answer calls ringing on the configured endpoint, enable Can Be Picked Up By Directed Call Pickup.
  13. To allow the endpoint user to answer calls ringing on other endpoints, enable Can Use Directed Call Pickup.
  14. On the Add Permission Sets (COR) page, click Commit.
    STEP RESULT:
    Configuration Server saves the permission set configuration and redirects you to the Permission Sets (COR) page.