Grant Call Center Console Permissions
With call center service activated, you can grant the access permission to the Call Center Console dashboards (Wallboard & Queue Panel) and decide what the queue managers and agents can do on Queue Panel, and grant the Queue Panel permissions for queue manager and agents respectively. This topic describes how to grant permissions for queue manager and agents.
Call Center Console permissions
The following table outlines the supported permissions on the Call Center Console for queue managers and agents respectively.
| Permission | Manager | Agent |
|---|---|---|
| Access Wallboard | √ | √ |
| Access Queue Panel | √ | √ |
| Switch agents' status | √ | × |
| Call distribution management (Redirect, Transfer, Drag and Drop operation) | √ | √ |
| Allow for picking up or hanging up agents' calls | √ | √ |
| Call monitoring operations (Listen, Whisper, Barge In) | √ | × |
| Call parking operation | √ | √ |
| Switch agent's recording status | √ | × |
Grant permissions for queue managers
- Log in to PBX web portal, go to , edit the desired queue.
- Click the Queue Panel Permissions tab.
- In the Manager section, select the checkboxes of permissions according to your needs.
- Click Save and Apply.
Grant permissions for agents
- Log in to PBX web portal, go to , edit the desired queue.
- Click the Queue Panel Permissions tab.
- In the Agents section, select the checkboxes of permissions according to your needs.
- Click Save and Apply.