In order to configure NewVoiceMedia features, a supervisor must have permissions to various custom objects and fields included in the NewVoiceMedia package. The ContactWorld Supervisor permission set includes all the permissions for an agent (if he wants to test the solution), plus all the necessary privileges to configure NewVoiceMedia in Salesforce freatures.
What permissions does an supervisor need to use NewVoiceMedia in Salesforce?
You must assign the ContactWorld Supervisor permission set to your supervisors.
The ContactWorld Supervisor permission set contains, amongst others, the following permissions:
- Read Access to various custom 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.
- Read Access and Edit Access to Callback Prefix Mappings and Field-Based Prefix Mappings objects.
- Access to the following VisualForce pages: LogACallAction, CallRecordingPlayer, CreateCallbackAction, TaskNotesViewer, MobileContactDialPage, MobileOpportunityDialPage, MobileAccountDialPage, MobileLeadDialPage, QualityManagement.
You must also give supervisors access to some standard fields on the Task object (bold permissions are not included in Standard User profile):
| Field label | Field name | Access |
|---|---|---|
| Name | WhoId | Read and write |
| Related To | WhatId | Read and write |
| Call Object Identifier | CallObject | Read |
| Call Type | CallType | Read |
| Call Duration | CallDurationInSeconds | Read |
| Comments | Description | Read and write |
| Type | Type | Read and write |
| Status | Status | Read and write |
| - | ReminderDateTime | Read and write |
| Assigned To | OwnerId | Read and write |
| Subject | Subject | Read and write |
| Due Date | ActivityDate | Read and write |