Required security profile permissions: Security Profile Edit
Agent MAX
Enables users to use the MAX application. You must also enable Agent Phone, Agent Station, or both, for users to access any Agent application, including MAX.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent for Oracle Service Cloud
Enables users to use the Agent for Oracle Service Cloud application. You must also enable Agent Phone, Agent Station, or both, for users to access any Agent application, including Agent for Oracle Service Cloud.
By default, this permission is disabled:
Agent Phone
Enables users to access the Agent application by entering their phone numbers.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent Schedule
Enables users to access their work schedules in the Agent application. This permission currently only applies if your system is integrated with a supported WFM solution.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent Softphone (Requires MAX)
Enables users to use the Softphone feature, which requires the Agent MAX permission and at least one of Agent Phone or Agent Station.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Agent Station
Enables users to access the Agent application by entering their station IDs.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Masking
Enables users to mask calls to prevent sensitive information from being recorded.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Mute Agent
Enables users to mute themselves on a call.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Record Contact
Enables users to record a voice conversation with a contact.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
Outbound Strategy
Enables users to use the Personal Connection automated outbound dialer.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View |
|---|---|
| Agent | |
| Supervisor | |
| Manager |
SMS
This permission is not currently used.
Multi-Party Conferencing
Enables users to engage in conference calls with three or more parties. The permissions in this section control the user's access to the Maximum Number of Conference Parties setting on the Business Unit Details tab. Users with the View permission can see the setting but not edit it; users with the Edit permission can both see and edit the setting.
By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled:
| Security Profile | View | Edit |
|---|---|---|
| Agent | ||
| Supervisor | ||
| Manager |
