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You must assign these permission sets to your supervisors and agents respectively. For information about applying permission sets, see Assign Permission Sets to a Single User (Salesforce help) and Assign a Permission Set to Multiple Users (Salesforce help).

For information about the settings in the provided permission sets, see Connect Supervisor and Connect Agent permission sets.

From version 3 of Connect you must additionally provide all agents create, read, edit, and delete access to the Interaction Event (NVMContactWorld__InteractionEvent__c) and the Interaction Event Note (NVMContactWorld__InteractionEventNote__c) objects. You must, in particular, set Field-Level Security for all agents to read and edit the following fields:

Event__c
Note
ObjectFieldAPI Name
Interaction Event (NVMContactWorld__InteractionEvent__c)
 Related ToRelatedTo__c
 Is Pre Call EventIsPreCallEvent__c
 AgentAgent__c
 

IndexedCallObjectIdentifier

IndexedCallObjectIdentifier__c
 TypeType__c
Interaction Event Note (NVMContactWorld__InteractionEventNote__c)
 Event
Note

You must additionally assign the ContactWorld Agent permission set to your supervisors and agents to ensure that they have adequate permissions to make and receive calls using ContactWorld in Salesforce. For information about setting up ContactWorld agents in Salesforce, including assigning the ContactWorld Agent permission set, see Setting up NewVoiceMedia agents in Salesforce.