To make and receive calls and take notes using NewVoiceMedia in Salesforce, an agent must have permissions to various custom objects, fields, pages and Apex classes included in the NewVoiceMedia package. The ContactWorld Agent permission set includes all the permissions that an agent needs to perform their tasks in NewVoiceMedia in Salesforce.
What permissions does an agent need to use NewVoiceMedia in Salesforce?
You must assign the ContactWorld Agent permission set to your agents.
The ContactWorld Agent permission set contains, amongst others, the following permissions:
- Read Access to various custom and standard fields, on the Task object, included in our package. These fields include CW Call Start Time and CW Call End Time.
- Read Access and Edit Access to Interaction Event and Interaction Event Note custom objects and their fields
- Read Access and Edit access to the custom fields, on the User object, included in our package. These fields include NVM Agent Id and Most Recent Call GUID.
- Read Access to the Call End Events custom object included in our package.
- Access to the following VisualForce pages: LogACallAction, CallRecordingPlayer, CreateCallbackAction, TaskNotesViewer, MobileContactDialPage, MobileOpportunityDialPage, MobileAccountDialPage, MobileLeadDialPage, QualityManagement.