Feature permissions

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

For information, see Controlling features for your account.

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).

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.

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.

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.

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.

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.

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).

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).

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

 For information, see Configuring password policy.

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.

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

For information, see Configuring single sign-on.

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).

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.

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.

Business Apps set to Yes	MS Dynamics Authorisation	Salesforce account credentials	Presence mappings	External Routing Configuration
Microsoft Dynamics only
Omni-channel only
Salesforce only
Microsoft Dynamics + Omni-channel
Microsoft Dynamics + Salesforce
Omni-channel + Salesforce
Microsoft Dynamics + Omni-channel + Salesforce

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

When set to Yes, the user can perform the following tasks in Agent UI Manager within CRM Lite in the VCC admin portal:

• View content
• Create new screenpops
• Edit existing screenpops
• Delete existing screenpops. The user can also update field names.

When set to Yes, the user can download customers in Contact Manager within CRM Lite in the VCC admin portal.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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 and the post-call named route, and visualize the interaction plan.

For information about accessing Interaction Plans Architect, see Accessing Interaction Plans Architect, Setting initial applet, Setting post-call named route, and Visualizing a call flow.

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.

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.

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.

When set to Yes, the user can delete groups and skills in User Admin.

For information about editing users in User Admin, see How do I edit an existing user's details? in Configuring individual users.