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Voice Privileges

Voice Privileges

The following table lists the voice privileges in the Interaction Workspace Voice Privileges section of the Role Privileges tab that can be enabled for a role. Privileges are assigned as configuration options in the Role Privileges tab of the Role object in Genesys Administrator (refer to the Procedure: Creating a Role and allowing an Interaction Workspace privilege and assigning a Role to an agent or agent group).

Voice Privileges

Role privilege

Description

Voice - Can Answer Call The agent can choose to answer a voice interaction that is routed to their desktop. Auto-answer is disabled.
Voice - Can Delete From Conference The agent can remove a party from a voice conference.
Voice - Can Forward Call The agent is permitted to configure a call forward to a different number for voice interactions.
Voice - Can Hold/Retrieve Call The agent is permitted to put voice interactions on hold and retrieve voice interactions that are on hold.
Voice - Can Make Call The agent is permitted to call both internal targets and contacts.
Voice - Can Control Call Recording The agent is permitted to perform an emergency recording of the call (this functionality is not available for all supported switches). Depends on setting the Interaction Workspace Voice privilege to Can Use. The type of recording depends on the active-recording.voice.recording-type option which can be set to one of the following values: NETANN (default) for emergency recording, or MSML for active recording.
Voice - Can One Step Conference The agent is permitted to start conferences without speaking with the target first (Instant Conference).
Voice - Can One Step Transfer The agent is permitted to transfer calls without speaking with the target first (Instant Transfer).
Voice - Voice - Can Deny or Authorize Listening for a Conference Party Enables the initiator of a conference to prevent a party in the conference from listening to the call. Once listening is denied, the initiator can then reallow the party to listen to the conference.
Voice - Can Reject Call The agent can choose to reject a voice interaction that is routed to their desktop.
Voice - Can Release Call The agent is permitted to manually end calls.
Voice - Can Send DTMF The agent is permitted to attach DTMF to the call data.
Voice - Can Set Interaction Disposition The agent is permitted to specify the call outcome by setting the disposition code.
Voice - Can Two Step Conference The agent is permitted to contact and speak (consultation) prior to starting a conference.
Voice - Can Two Step Transfer The agent is permitted to contact and speak (consultation) prior to transferring the voice interaction to the target.
Voice - Show Silent Monitoring The agent is permitted to know when they are being silently monitored by a supervisor.
Voice - Voice Channel The agent is permitted to use the voice channel. The other voice privileges cannot be configured if the value is Not Assigned.
This page was last modified on February 15, 2013, at 10:37.

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