Default roles

Note:

Do not change the original default roles. Copy them and make changes to the copies according to your needs.

Use

The default roles in Sinch Contact Pro are the following:

  • The administrator roles enable administration tasks in System Configurator (SC) user interface.

    • -CC365 Queue administrator

      The role includes rights to manage inbound contact center operations. For example, this role has rights to view, create, modify, and delete phone extensions but is only allowed to delegate the view right to other users.

    • -CC365 Outbound administrator

      The role includes rights to manage outbound campaigns.

    • -CC365 IVR administrator

      The role includes rights to manage custom IVRs.

    • -CC365 Reporting administrator

      The role includes rights to manage settings related to the Reporting and Online Monitoring applications. All these rights also include the grant rights.

    • Superuser

      The role includes rights to configure various functions and settings in the system. The rights also include the grant rights.

    • Emergency Admin

      This role include rights to view, create, and delete emergency locations in Dashboard. All these rights also include the grant rights.

      Note: This feature is applicable only in the US, Canada, Puerto Rico, and US Virgin Islands.
  • The end-user roles enable carrying out the described tasks in end-user applications.

    • CC Supervisor

      This role includes rights to act as a contact center team leader, to manage teams, and to handle customer contacts. No grant rights are included in this role.

    • CC Agent

      This role includes rights to handle customer contacts. No grant rights are included in this role.

    • Emergency User

      This role includes rights to choose and create emergency locations in Communication Panel. No grant rights are included in this role.

      Note: This feature is applicable only in the US, Canada, Puerto Rico, and US Virgin Islands.
    • Expert user

      This role includes rights to use contact center. No grant rights are included in this role.

    • Office user

      This role includes rights to handle personal calls. No grant rights are included in this role.

Each role has rights to modify its own settings (User > Self > User Setting).

Note:

Do not modify these roles. If you want to change the default roles, copy them and make your modifications to the copied versions.

Administrator Roles

The tables list the access level of each administrator role. Grant rights are only mentioned if they differ from the basic rights.

Table 1. -CC365 Queue Administrator

Object Type

Access Level

Audio Prompt

View, modify, create, and delete

Ad hoc Schedule

View, modify, create, and delete

Channel

View and modify

Chat Prompt

View, modify, create, and delete

Calendar

View and modify

Disruption EventView, modify, create, and delete
Disruption ItemView, modify, create, and delete
Disruption SetView, modify, create, and delete

E-Mail Prompt

View, modify, create, and delete

Extension (chat, e-mail, phone, and voicemail)

View, modify, create, and delete

Grant: view

Import/Export Job

View, modify, and create

Import/Export Settings

View, modify, create, and delete

Number Range

View

Prompt File

View, modify, create, and delete

Queue

View, modify, create, and delete

Additional grant rights: serve, control contact, statistics summary, statistics details, listen to recording, manage contact history, and manage voicemail

Queue Group

View, modify, create, delete, and manage members

Reply Template Folder

View, modify, create, delete, and manage members

Role

Default roles: View, and manage rights

All others: Create

Schedule

View, modify, create, delete

Skill

View, modify, create, delete

Script

View, modify, create, delete

User

Users in group All Users and its subgroups: View and manage rights

User Group

User group All Users and its users: View and manage rights

Table 2. -CC365 Outbound Administrator

Object Type

Access Level

Import/Export Job

View, modify, and create

Import/Export Settings

View, modify, create, and delete

Outbound Call Result

View, modify, create, and delete

Outbound Call Transfer

View, modify, create, and delete

Outbound Campaign

View, modify, create, and delete

Additional grant rights: use, statistics summary, statistics details

and listen to recording

Outbound Customer

View, modify, create, and delete

Outbound Customer Data Fields

View, modify, create, and delete

Outbound Dialer

View

Outbound Filter

View, modify, create, and delete

Outbound Template

View, modify, create, and delete

Outbound Blocked Numbers

View, modify, create, and delete

Outbound Settings

View, modify, create, and delete

Queue

View

Scripts

View, modify, create, and delete

User

Own settings: modify. Users in group All Users and its subgroups: View and manage rights

User Group

User group All Users and its subgroups: View and manage rights

User Role

Default roles: View, and manage rights

All others: Create

Table 3. -CC365 IVR Administrator

Object Type

Access Level

Custom IVRs

View, modify, create, and delete

Grant: additionally control contact, statistics details and statistics summary

Disruption EventView, modify, create, and delete
Disruption ItemView, modify, create, and delete
Disruption SetView, modify, create, and delete
Extension Grant: view, modify, create, and delete

Extension (chat, e-mail, phone, and voicemail)

View, modify, create, and delete

Grant: view

Number Range

View

User

Own settings: modify. Users in group All Users and its subgroups: View and manage rights

User Group

User group All Users and its subgroups: View and manage rights

User Role

Default roles: View, and manage rights

All others: Create

Table 4. -CC365 Reporting Administrator

Object Type

Access Level

Reporting Specification

View, modify, create, and delete

Reporting Group

View, modify, create, and delete

Statistics Settings

View and modify

User Group

User group All Users and its subgroups, and their users: View and manage rights

Table 5. Superusers

Object Type

Access Level

Ad Hoc Schedule

View, modify, create, and delete

Attachment Service

View

No grant rights.

Audio Prompts

View, modify, create, and delete

Authentication Policy

View, and modify

No grant rights.

Barring Group

View, modify, create, and delete

Barring Rule

View, modify, create, and delete

Built-in IVRs

View and modify

Additional grant rights: contact control, statistics details and statistics summary

Calendar

View, modify, create, and delete

Callback

View, modify, and create

Callback Service

View, and modify

Certificate Authentication

Create

Channel

View and modify

Chat Prompt

View, modify, create, and delete

Chat Service

View and modify

No grant rights.

Common Emergency Location View, modify, create, and delete

Conference Service

View

No grant rights.

Contact Center Object: Contact Center

View

No grant rights.

Customer Consent

View, modify, create, and delete

No grant rights.

Custom Emergency Location View, modify, create, and delete

Custom IVRs

View, modify, create, delete, control contact, statistics details and statistics summary

Data Protection Rule

View and modify

No grant rights.

Default System Settings

(system languages)

View and modify

Directory Fields

View, modify, create, and delete

Directory Group

View, modify, create, and delete; Manage Members

Directory Template

View, modify, create, and delete

Disruption Event View, modify, create, and delete
Disruption Item View, modify, create, and delete
Disruption Set View, modify, create, and delete

E-Mail Prompt

View, modify, create, and delete

E-Mail Server

View, modify, create, and delete

No grant rights.

E-Mail Service

View

No grant rights.

Emergency Service View and modify

Extension (chat)

View, modify, create, and delete

Grant: View.

Extension (e-mail, phone, and voicemail)

View, modify, create, and delete

Grant: View, and modify.

External Agent Service

View

No grant rights.

External Agent Service

Create

Generic Switching Rule

View, modify, create, and delete

No grant rights.

Import/Export Job

View, modify, and create

Grant: Additionally delete.

Import/Export Settings

View, modify, and create

IP Deskphone Service

View

No grant rights.

Location

View, modify, and create

Location Switching Rule

View, modify, and create

Logon Authentication Info

Create

Messaging Service

View, modify, create, delete, and use

No grant rights.

Monitoring Template

View, modify, create, and delete

Number Range

View and modify

Outbound Blocked Numbers

View, modify, create, and delete

Outbound Call Result

View, modify, create, and delete

Outbound Call Transfer

View, modify, create, and delete

Outbound Campaign

View, modify, create, and delete

Additional grant rights: use, statistics summary, statistics details and listen to recording

Outbound Customer

View, modify, create, and delete

Outbound Customer Data Fields

View, modify, create, and delete

Outbound Dialer

View, modify, create, and delete

Outbound Filter

View, modify, create, and delete

Outbound Settings

View, modify, create, and delete

Outbound Template

View, modify, create, and delete

Platform

View

Presence Profile

View, modify, create, and delete

Additional grant rights: use

Presence Service

View

No grant rights.

Prompt File

View, modify, create, delete

Prompt Service

View

No grant rights.

Queue

View, modify, create, delete, statistics summary, and statistics details

Additional grant rights: serve, control contact, listen to recording, manage contacts, and manage voicemails

Queue Group

View, modify, create, delete, manage members, control contact,statistics summary, statistics details, listen to recording, manage contacts

Additional grant rights: serve and manage voicemails

Reply Template Folder

View, modify, create, delete, andf manage members,

Reporting Group

View, modify, create, delete

Reporting Specification

View, modify, create, delete

Role

View, modify, create, delete

Schedule

View, modify, create, delete

Schedule Service

View

No grant rights.

Script

View, modify, create, delete

Skill

View, modify, create, delete

SMS Service

View

No grant rights.

Statistics Settings

View and modify

No grant rights.

Trunk View

No grant rights.

User

Self: View, modify, statistics summary, and listen to recordings. No grant rights.

All: Create. No grant rights.

User's Emergency Location View, modify, create, delete

User Group All users, user

View, modify, create, delete, manage rights, manage members, control contact, barge-in, listen to agent, coach, sign-in/out agents to queues, statistics summary, statistics details, listen to recording, manage contact history, and manage presence

Grant rights to view, modify, create, and delete.

User Role Emergency Admin, Emergency User, CC Supervisor, CC Agent, Expert User, Office User

View, modify, create, manage rights, manage members

User Role Superusers

Manage members

User Service all

Use

User Setting

View, modify, create, delete

User Settings Template

View, modify, create, delete

User's Directory Entry

View, modify, create, delete

Voice Channel

View, modify

Voicemail Extension

View, modify, create, delete

Grant rights to view, and modify.

Voicemail Service

View and modify
Table 6. Emergency Admin

Object Type

Access Level

Common Emergency Location

View, modify, create, delete

Custom Emergency Location

View, modify, create, delete

User's Emergency Location

View, modify, create, delete

End-User Roles

The tables list the access level of each end-user role.

Table 7. CC Supervisor

Object Type

Access Level

Callback

View and Modify (Added in 1911)

Directory Group

Create and view

Presence Profile

Use (default profiles)

User (Self)

View, listen to recording, and statistics summary

User Service

Use conference, Communication Desktop (CDT), phone, video, multiterminal desktop (MTD), calendar integration, instant messaging, SMS, recording, external agent, and IP desk phone

Table 8. Advanced Monitoring User

Object Type

Access Level

Built-in IVRs

Statistic details

Custom IVRs

Statistic details

User

Log agents in to and out of queues, statistics summary, statistics details, and listen to recording

Outbound Campaign

Statistic details

Queue

Serve, control contacts, statistics summary, statistics details, listen to recording, manage contact history, manage contact, and manage presence

Skill

View

Table 9. CC Agent

Object Type

Access Level

Callback

View and Modify (Added in 1911)

Directory Group

Create and view

Presence Profile

Use (default profiles)

User (Self)

View, listen to recording, and statistics summary

User Service

Use conference, Communication Desktop (CDT), phone, video, multiterminal desktop (MTD), calendar integration, instant messaging, SMS, recording, external agent, and IP desk phone

Table 10. Emergency User

Object Type

Access Level

Common Emergency Location View

(Self ) User's Active Emergency Location

View, modify, create, delete
(Self) User's Own Emergency Location View, modify, create, delete
Table 11. Expert User

Object Type

Access Level

Directory Group

Create and view

Presence Profile

Use (default profiles)

User (Self)

View, listen to recording, and statistics summary

User Service

Use conference, Communication Desktop (CDT), phone, video, multiterminal desktop (MTD), calendar integration, instant messaging, SMS, recording, and external agent

Table 12. Office User

Object Type

Access Level

Directory Group

Create and view

Presence Profile

Use (default profiles)

User (Self)

Listen to recording

User Service

Use conference, Communication Desktop (CDT), phone, video, multiterminal desktop (MTD), calendar integration, instant messaging, SMS, recording, external agent, and IP desk phone