Grant Call Center Console Permissions

Once call center service is active, you decide who can open the Call Center Console dashboards (the Wallboard and the Queue Panel) and what each person is allowed to do once they are there. Permissions are set per queue and are granted separately to queue managers and to agents, so you can give managers full oversight while limiting agents to the tasks that fit their role. This page walks through both.

What you can allow on the Call Center Console

The table below lists the actions that can be granted on the Call Center Console and shows which of them are available to queue managers and to agents.

Permission	Manager	Agent
Access the Wallboard	Yes	Yes
Access the Queue Panel	Yes	Yes
Switch agents’ status	Yes	No
Manage call distribution (redirect, transfer, and drag-and-drop)	Yes	Yes
Pick up or hang up agents’ calls	Yes	Yes
Monitor calls (Listen, Whisper, Barge In)	Yes	No
Park calls	Yes	Yes
Switch an agent’s recording status	Yes	No
Show company contact matching results	Yes	Yes
View or delete logs of missed queue calls	Yes	No
View or delete logs of answered queue calls	Yes	No

Note

The three call monitoring modes each behave differently: Listen lets the manager hear a live call without either party knowing, Whisper lets the manager coach the agent while the caller cannot hear, and Barge In joins the manager into the call so all three parties can talk. Only managers can use these modes; agents cannot.

Note

Answered queue call logs are only available for calls generated on firmware 84.21.0.117 or later. Logs recorded before that version cannot be viewed.

Grant permissions to queue managers

1. Sign in to the PBX (Private Branch Exchange, your hosted phone system) web portal and open Call Features > Queue, then edit the queue you want to configure.
2. Open the Queue Panel Permissions tab.
3. Under Manager, select the checkbox for each permission you want to grant.
4. Click Save, then Apply.

Grant permissions to agents

Tip

Grant agents only the permissions their day-to-day role needs. The oversight actions (switching agent status, call monitoring, recording control, and queue log management) are reserved for managers by design and cannot be turned on for agents.

1. Sign in to the PBX web portal and open Call Features > Queue, then edit the queue you want to configure.
2. Open the Queue Panel Permissions tab.
3. Under Agents, select the checkbox for each permission you want to grant.
4. Click Save, then Apply.

Caution

Permissions apply only to the queue you are editing. If a manager or agent works across several queues, repeat these steps for each queue, and remember the change is not live until you click Apply.