Feature permissions

Account Settings

Account features

When set to Yes, the user can control individual features in their account.

For information, see Controlling features for your account.

Account location

When set to Yes, the user can set account location details, such as account location and national number display format, for their account. Certain VCC features use these settings.

For information, see Account Location Settings in Editing Configuration (Account Settings).

Agent states

When set to Yes, the user can create and edit agent states, and set the state that agents will be in when they first log in.

For information, see Configuring agent states.

API authentication token

When set to Yes, the user can get an account key and authentication to use with the VCC's V0 APIs.

For information, see API Authentication Token in Editing Configuration (Account Settings) and V0 APIs.

Capacity

When set to Yes, the user can set interaction capacities for different interaction types — live, semi-live, and non-live. The user can also set an agent's optimal load — the ideal capacity that their assigned interactions should consume.

For information, see Interaction Capacity Settings and Optimum Load Settings in Editing Configuration (Account Settings) and Capacity and optimum load in Vonage Contact Center omni-channel solution.

Interaction plan PINs

When set to Yes, users can set a PIN number for changing the active interaction plan remotely.

For information, see Change PIN in Editing Configuration (Account Settings) and Changing the active interaction plan remotely.

Licenses

When set to Read, the user can see license allocation and overages in their account or accounts.

When set to Modify, users can allocate licenses and set maximum overages for their account or accounts.

For information, see Configuring licenses and Agent licenses.

No-answer timeout for consults

When set to Yes, the user can set the number of seconds after which a consult times out if not answered.

For information, see No Answer Time-Out within Consult Settings in Editing Configuration (Account Settings).

Outbound interactions

When set to Yes, the user can configure settings related to outbound interactions — such as no-answer timeouts, outbound wrap-up time, and agents' post-call state.

For information, see Outbound Settings in Editing Configuration (Account Settings).

Password policy

When set to Yes, the user can configure the password policy for the account.

 For information, see Configuring password policy.

Shortcodes

When set to Yes, the user can create and edit short codes that agents can dial to make a call or or transfer an existing call.

For information, see Configuring short codes.

Single sign-on

When set to Yes, the user can configure single sign-on.

For information, see Configuring single sign-on.

Wrap-up time for transfers

When set to Yes, the user can configure the time in seconds that an agent spends in wrap after transferring a call.

For information, see Transfer Wrap Up Time in Transfer Settings in Editing Configuration (Account Settings).

Administration

Manage schedules

When set to Read, the supervisor user can view the schedules configured for the contact center on the Schedules page;

When set to Modify, the supervisor user can create, edit, copy, and delete the schedules on the Schedules page

For information on how to configure these settings, see How do I edit schedule permissions for a supervisor users?.

Manage Virtual Queues

When set to Read, the user can see currently configured virtual queues.

When set to Modify, the user can create new virtual queues, and update and delete currently configured virtual queues.

View all audit logs

When set to Yes, the user can see all audit logs in the Audit Logs area of VCC if the View your audit logs permission is also set to Yes.

View your audit logs

When set to Yes, the user can see their own audit logs in the Audit Logs area of VCC.

Business Apps

Microsoft Dynamics

If any of the business apps are set to Yes, the CRM Admin area appears within Business Apps in the VCC admin portal. Depending on which business apps are set to Yes, different sections appear in the CRM Admin area.

The user can configure settings for the sections that appear in CRM Admin.

For information about configuring settings in these sections, see the following pages:

• Microsoft Dynamics: Linking Vonage Contact Center to a Microsoft Dynamics 365 account

• Omni-channel: Integrating with Salesforce Omni-Channel presence

• Salesforce: Linking Vonage Contact Center to a Salesforce account and Enabling Salesforce external routing in VCC in Configuring Salesforce external routing for Vonage Contact Center

Omni-channel

Salesforce

Insights

Allow to coach interactions

When set to Yes, a user can join a live interaction and speak to the agent directly. The customer party will not be able to hear the user or know they are part of the interaction.

Allow to join interactions

When set to Yes, a user can join a live interaction and speak to both the agent and customer party directly. Both parties will be able to hear the user and know they are part of the interaction.

Allow to listen-in/watch interactions

When set to Yes, a user will be able to monitor the live interaction, but not speak to either party. Both parties will not be able to hear the user or know they are monitoring the call.

Manage Real-time Analytics dashboards

When set to Yes, the user can create their own Real-time Analytics dashboards, and view and edit public dashboards created by other people.

For information about managing Real-time Analytics dashboards, see Using Real-time Analytics.

Manage supervisor messages in Real Time (legacy)

When set to Yes, the user can add, edit, and delete supervisor messages in Real Time (legacy).

Manage Team Monitoring dashboards

When set to Yes, the user can create their own Team Monitoring dashboards, and view and edit public dashboards created by other people.

For information about managing Team Monitoring dashboards, see Using Team Monitoring.

Manage views in Real Time (legacy)

When set to Yes, the user can create new views, and rename and deleting existing views in Real Time.

For information about managing views, see Using Real Time views.

Monitor interactions

When set to Yes, the user can listen in on, coach, join, and abandon inbound and outbound calls in Team Monitoring.

For information about interaction monitoring in Team Monitoring, see Configuring Team Monitoring access.

Interaction Content

Access groups of users' content (overrides line permissions)

When set to Yes, the interactions that users can access are restricted to those that are associated with agents who are in groups that they manage.

For more information, see How do I control individual user’s access to interaction content? in Configuring Interaction Content.

Add call recording comments

When set to Yes, the user can add call recording comments before, during, and after listening to an audio recording and viewing a screen recording.

For more information, see How do I comment on interaction content? in Listening to, viewing, and commenting on interaction content.

Bulk download interaction content

When set to Yes, the user can export interaction content to an external storage location. For more information, see Exporting interaction content.

Delete call recording comments

When set to Yes, the user can delete recording comments related to an audio recording or a screen recording.

For more information, see How do I control individual user’s access to interaction content? in Configuring Interaction Content.

Delete interaction content

When set to Yes, the user can delete interaction content (such as call recordings, transcripts, and so on) in their account.

For more information, see Deleting interaction content.

View inbound interaction content

When set to Yes, the user can listen to or view inbound interaction content (such as call recordings, transcripts, and so on) in their account.

For more information, see Listening to, viewing, and commenting on interaction content.

View outbound interaction content

When set to Yes, the user can listen to or view outbound interaction content (such as call recordings, transcripts, and so on) in their account.

For more information, see Listening to, viewing, and commenting on interaction content.

View screen recordings

When set to Yes, if the screen recordings feature is available in your account, the user can view screen recordings in their account.

For more information, see How do I view a screen recording? in Listening to, viewing, and commenting on interaction content.

Interaction Plans

Access Interaction Plans Architect

When set to Yes, the user can access Architect within Interaction Plans and see the interaction plans they have permission to. They can also set the initial applet, the Set post interaction processing, and visualize the interaction plan.

For information about accessing Interaction Plans Architect, see Accessing Interaction Plans Architect, Setting initial applet, Post-interaction Processing, and Visualizing a call flow.

Add applets

When set to Yes, the user can add new applets, and edit and delete existing applets that they have Modify permissions for.

For information about adding applets, see Creating an applet, Editing an applet, Renaming an applet, and Deleting an applet or applets. 

Manage friendly names for IVR slots

When set to Read, the user can see friendly names for IVR slots in IVR Data Collector within Interaction Plans in the VCC admin portal. The IVR Data Collector saves data provided when an interactions passes through an interaction plan.

When set to Modify, the user can add new names and change existing names of IVR slots in IVR Data Collector. 

For information about configuring friendly names for IVR slots, see Configuring friendly names for IVR slots.

Manage transfer strings

When set to Yes, the user can add applet transfer strings. A caller can enter one of these strings if prompted by a Transfer Call applet to be transferred to the applet that matches the string.

For information about managing transfer strings, see Configuring applet transfer strings.

View collected IVR data

When set to Yes, the user can see data that has been collected in IVR Data Collector within Interaction Plans in the VCC admin portal.

For information about viewing IVR data, see Viewing collected IVR data.

Applets — list of all applets

When set to Read, the user can see existing applets of the applicable type and their settings.

When set to Modify, the user can create new applets, and edit and delete existing applets, of the applicable type.

User Admin

Access User Admin

When set to Yes, User Admin appears in the menu and the user can:

• View their own user record

• View users in groups they have access to

• View groups that they have read access to

• Edit groups that they have write access to

• View skills

For information about accessing and performing the tasks above in User Admin, see Accessing and finding your way around User Admin, How do I view an existing user's details? in Configuring individual users, Configuring groups, and How do I view an existing skill's details? in Configuring skills.