Grant Queue Panel Permissions

With call center service activated, you can 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.

Queue Panel permissions

Permission Manager Agents
Switch agents' Status √ ×
Call monitoring operations (Listen, Whisper, Barge In) √ ×
Switch agent's recording status √ ×
Call distribution management (Redirect, Transfer, Drag and Drop operation) √ √
Allow for picking up or hanging up agents' calls √ √
Call parking operation √ √

Grant permissions for queue managers

  1. Log in to PBX web portal, go to Call Features > Queue, edit the desired queue.
  2. Click Queue Panel Permissions tab.
  3. In the Manager section, select the checkboxes of permissions according to your needs.
  4. Click Save and Apply.

Grant permissions for agents

  1. Log in to PBX web portal, go to Call Features > Queue, edit the desired queue.
  2. Click Queue Panel Permissions tab.
  3. In the Agents section, select the checkboxes of permissions according to your needs.
  4. Click Save and Apply.