The list of all access functions

The table below shows available access functions including example of roles usually associated with them.

To be able to work with a specific function, several different access functions may be needed. Here is one example:

To pick a contact from an VIP waiting list the following access functions are involved:

1) To be allowed to park any emails and IVR calls in progress, you need the Execute park emails and Execute park calls access functions.

2) If you are in Pausedor Wrap-up status you also need Execute choice in waiting list at not Ready.

Some functions also require an access area where the relevant role question can own/modify/look at the objects.

Access functions

Access roles

Operation

Object

Description/comment

 Coach

Agent1

Agent2

Execute

Associate call

Associate a parked call with a call in progress.

 

X

X

Execute

Attendant message

Required to be able to set an Attendant message for a logged out agent in CallGuide Pulse

X

X

X
Execute Be recorded automatically Allows automatic recording of this agent's phone calls. The agent also uses one license for CallGuide Recording.   X  

Execute

Close emails via Interaction View or waiting list

The access function is required for an agent in CallGuide Agent to be able to end emails that have been found in Interaction View on in a waiting list. The email must have either queue or created status.

 

 

X

Execute

Co-browsing

Required for an agent to have access to functions for sharing a web page with a surfer.

 

 

 

Execute

Deny outgoing call record

The agent is allowed to refuse to make a call out of a campaign or callback record.

 

X

 

Execute

Inquiry via subarea/group/skill

The agent can call or make an inquiry to a ready agent using selections in the fields for subarea, group or skill. If he does not have this access right, the agent can only make selections in the queue/waiting list field.

 

 

X

Execute

Login/logout for specific queues

Log in to and out from specific queues and waiting lists.

 

 

 

Execute

Login/logout for specific services

Permission to login/logout to specific services after login (of the ones you are authorised to work with).

 

X

X
Execute Login/logout users on/from queue/waiting list Allows you, as a CallGuide Pulse user, to log in and out agents from a queue, provided that the agents belongs to the your access areas. X    

Execute

Logout users from CallGuide

Log out agent from CallGuide, via CallGuide Pulse or Unifinder.

X

 

 

Execute

Parallel handling of text and call

Required to allow an agent to write in a parked chat and/or work with a parked email during a call in progress.

 

X

 

Execute

Park call

Park a call in progress.

 

X

 

Execute

Park chat

Required to park an active chat or an ended chat in wrap-up.

 

X

 

Execute

Park email

Park an email in progress.

 

 

X

Execute

Place call in agent's personal queue

Transfer an IVR call in progress to another agent’s personal queue (the receiving agent must be logged in to any of the services for incoming telephony). Allows a call to be transferred to an agent that is not logged in to Enquiry. This function is intended for use by e.g. telephone operators.

 

X

X

Execute

Place call in inquire-able agent's personal queue

Transfer an IVR call in progress to another agent’s personal queue if the receiving agent is logged in to a service for incoming telephony enquiry and any of the services for incoming calls.

 

 

X

Execute

Place call in queue

Transfer an IVR call in progress to a general queue/waiting list (not personal).

 

X

X

Execute

Place chat in inquire-able agent's personal queue

Transfer a chat in progress to another agent’s personal queue if the receiving agent is logged in to service for incoming telephony enquiry and any of the services for chat.

 

X

 

Execute

Place chat in queue

Transfer a chat to a general chat queue or waiting list.

 

X

 

Execute

Place email in agent's personal queue

Transfer of email in progress to another agent’s personal queue.

 

 

X

Execute

Quicktext

Required to be able to use quick-texts in CallGuide Agent

 

X

X
Execute Record on command Allows user to the Start recording calls      

Execute

Reschedule call

Postpone a call in progress using the Call later function (offered when you do not have access to parking).

 

X

 

Execute

Scheduling of report to file

Choose to generate a scheduled report to file in the window for administration of scheduling reports.

This function allows a user to schedule a report to a file.

X

 

 

Execute

Search in uc system

Required to be allowed to search in UC systems

X

X

 

Execute

Select from waiting list when not ready

Applies to wrap-up, pause and in contact.

 

 

X

Execute

Send message

Open window to send message.

X

X

X

Execute

Send sms

In CallGuide Agent’s support function Unifinder use the send-message-function to send sms.

X

X

X

Execute

Service for callback, queue

The same as for Service for incoming telephony, queue.

X

X

 

Execute

Service for callback, waiting list

The same as for Service for incoming telephony, queue.

X

X

X

Execute

Service for campaign calls, queue

The same as for Service for incoming telephony, queue.

X

X

 

Execute

Service for campaign calls, waiting list

The same as for Service for incoming telephony, queue.

X

X

X

Execute

Service for campaign, dialer

The same as for Service for incoming telephony, queue.

X

 

X

Execute

Service for incoming call, enquiry

For CallGuide Agent:
Permission to log in to the service for the organisation area the agent belongs to. The agent is not required to have any access areas to be able execute this function.

For CallGuide Admin:
Of no consequence.

For CallGuide Pulse:
Of no consequence.

For CallGuide Report:
Of no consequence.

X

X

X

Execute

Service for incoming call, queue

For CallGuide Agent:
Permission to log in to the service for the organisation area the agent belongs to. The agent does not need any access areas to be able to execute this function.

For CallGuide Admin:
Of no consequence.

For CallGuide Pulse:
Permission to monitor the service for the areas the user has the access rights to (interplaying with the access functions to view real time information for organisation area/subarea).

For CallGuide Report:
Of no consequence.

X

X

X

Execute

Service for incoming call, waiting list

The same as for Service for incoming call, queue.

X

 

X

Execute

Service for incoming chat, queue

The same as for Service for incoming call, queue.

X

X

 

Execute

Service for incoming chat, waiting list

The same as for Service for incoming call, queue.

X

X

 

Execute

Service for incoming email, queue

The same as for Service for incoming call, queue.

X

 

X

Execute

Service for incoming email, waiting list

The same as for Service for incoming call, queue.

X

 

X

Execute

Wrapup time

Permission to extend the duration of the wrap-up time during wrap-up in progress.

 

X

X

Execute

Direct transfer of calls

Gives the access right to execute direct call transfer in CallGuide Agent. There is a specific button for this function, named Direct transfer to ACD queue before answer, in the Enquiry window.

 

X

 

Execute

Hide queues in the queue status window

Required for an agent to hide queues in CallGuide Agent’s queue status window.

 

X

 

Execute

Operator functions

You are allowed to do the following via CallGuide Agent’s Unifinder support function:

    • See information about a calling searched party.
    • Set attendant message and log out user.
    • See messages to operator.
    • Call through to a busy user.
    • Make enquiry without the enquired party is logged in to the enquiry service.

X

 

X
Execute Future activity Allows an operator to set, change and remove a future activity in a UC system. Also needed is the Execute search in uc system access function.   X  

Execute

Manual booking of callback appointment

Allows you to manually, via CallGuide Edge Agent, create records in callback appointment schedules.

X

 

 

Modify

Dialogue flows

Open window for administration of dialogue flows and to view and change specific details for the flow objects that are part of the flow.

 

 

 

Modify

Global schedules

Modify schedules used in flow objects and template days, from the organisation areas and subareas the user has access to. Modify global schedules and template days. Includes the option of adding and removing template days. Applies to solutions whre Telia CallGuide is delivered as cloud service.

X

 

 

Modify

Interaction View

See submenu choice for administration of Interaction View.

Required to configure Interaction View.

X

 

 

Modify

Schedules

Being able to modify the schedules used in flow objects and template days, from the organisation areas and subareas the user has access to. Includes the option of adding and removing template days. Applies to solutions where Telia CallGuide is delivered as cloud service.

X

 

 

Modify

Statistics reports

In addition to View statistics report the user can administrate his own scheduled reports.

X

 

 

Modify

Address book for organisation area

Select and see organisation area specific address books in the window for administration of address books.

Add and delete records in an address book.

X

 

 

Modify

Client settings for organisation area

Change the default values for agent settings for the organisation area.

X

 

 

Modify

Guide in Information Guide

Required to administrate records in a guide.

X

 

 

Modify

License key

Open window for administration of licence key.

 

 

 

Modify

Location (for extensions)

Open the Extensions window. Permission to change the location’s extensions. Extensions do not have to be linked to subareas, This is why this is at organisation area level. An agent should be free to log in at any extension within the organisation area. Extensions should be administrated centrally.

X

 

 

Modify

Login message

Open window to administrate login message.

In the Login message window see tab for administration of organisation area specific login message.

There can be one login message per organisation area and/or subarea.

X

 

 

Modify

Opening hours for entrance

Open window for administration of opening hours for entrances.

X

 

 

Modify

Opening hours for menu choice

Open window for administration of opening hours for menu choices.

X

 

 

Modify

Personal client settings

Configure your own agent settings.

X

 

 

Modify

Principles for security

Open the System parameters window and see the CallGuide Security Management tab, for administration of security parameters. The user can modify the system parameters related to security.

X

 

 

Modify

Queue/waiting list

In the Thresholds for service levels window see tab for administration of service levels for ordinary queues/waiting lists.

Open and administrate the Queues and waiting lists window.

X

 

 

Modify

Service level for organisation area

Open window for administration of thresholds for service levels. See tab for administration of service levels for queues and waiting lists.

X

 

 

Modify

Services

 

X

 

 

Modify

System global address book

Select and see System global address book in the window for administration of address books.

Add and delete records in an address boolk.

X

 

 

Modify

System global login message

Open the Login Message window to see the Global tab to administrate global login message.

The authorisation to change the system global log in message.

X

 

 

Modify

System parameters and connections

Configure global parameters (including connection endpoints).

X

 

 

Modify

Template queue/waiting lists

Configure sorting order and service level.

X

 

 

Modify

User

Modify user profile.

Modify access area affiliation (to add an area you need the access rights to this area).

Modify name. Modify email account. View the queues being served.

X

 

 

Modify

User interface Agent

See CallGuide Agent user interface sub menu.

Open and administrate the Contacts data window in CallGuide Agent, Contacts in progress, CallGuide Agent default settings, Waiting lists in CallGuide Admin and Custom work levels in CallGuide Agent windows.

X

 

 
Modify Organisation area parameters Required to configure organisation area specific parameters in the System parameters window. X    

Own

Access role

Administrate the Access roles window.

x

 

 

Own

Address book for organisation area

Add and delete address book for the organisation area.

X

 

 
Own Appointment schedule Required to open the Callback appointment schedule window and change schedules. X    

Own

Attendant message

Required to create, change and delete Attendant message types.

X

X

X

Own

Callback, automatic treatment

Allows configuration for treatments for callback.

X

 

 

Own

Callback, call records

Open the Callback records window to administrate call records for callback.

Call records can be linked to an organisation area via an entrance.

X

 

 

Own

Campaign

Administrate campaign and administrate campaign records.

X

 

 

Own

Chat Engine

Required to configure CallGuide Chat Engine (ruling what is seen the CallGuide Chat klient customer tool in the CallGuide Admin Chat Engines window.

X

 

 

Own

Chat entrance

Required to configure chat entrances in CallGuide Admin.

X

 

 

Own

Contact data

 

 

 

 

Own

Custom work levels

Configure custom work levels.

X

 

 

Own

Dialogue flows

All functions for creating/removing/modifying/looking at dialogue flows/dialogue objects via the Dialogue flow window. Also includes hidden dialogue flows/dialogue objects.

X

 

 

Own

Email account

Open the Email and Work Item accounts window to administrate email accounts.

X

 

 

Own

Entrance

In the Entrances and menu choices see and administrate the Entrances tab.

 

 

 

Own

Escalation constraint

Open the Escalation constraints window for administration and see the Base constraints tab. Allows configuration of base constraints for escalation.

 

 

 

Own

Escalation point

Open the Escalation points window for administration.

Requires access rights to both organisation areas.

 

 

 

Own

Global schedules

Create/modify/delete schedules/template days, from the organisation areas and subareas the user has access to and create/modify/delete global schedules/template days.

X

 

 

Own

Group or skill

Open the Groups and skills window for administration.

X

 

 

Own

Guide in Information Guide

Required to create/delete guides and for approval of changes of records in a guide.

In the Information Guide window your access rights give you access to the Create new guide button, the Delete Information guides button and the Enabled checkbox to enable a guide.

X

 

 

Own

Location (for extensions)

Open the Locations, switches and access codes window to see and administrate the Extension Locations, switches and access codes for extension locations tabs.

Locations and access codes are connected with each other. When a location is created, access code combinations are automatically created for the new location and all other locations within the organisation area.

 

 

 

Own

Location (for IVR)

Open the Locations, switches, and access codes window to see the IVR Locations and Access codes for IVR Locations, IVR groups and Access codes for IVR groups tabs.

Open the Numbers for park and place in queue window for administration.

 

 

 

Own

Menu choice

In the Entrances and Menu choices window, see and administrate the Menu choice tab.

 

 

 

Own

Organisation area

Open the Organisation area window. The person creating an organisation area will atuomatically be authorised for this area.

 

 

 

Own

Other settings for email

Free access to all other windows, tabs, and configuration options under the Email menu choice

that is

Open the Email and WorkItem accounts window to administrate the contents of the Accounts, SMTP servers and Nodes tabs.

Open the Methods for categorising, Pattenmatching and Automatic answer windows to administrate emails.

X

 

 

Own

Queue/waiting list

Create and delete queues and waiting lists.

Access to the Add button in the Queues and waiting lists window to create a queue or a waiting list.

 

 

 

Own

Row in routing of contacts

Allows configuration of routing rows, search order routern as well as escalation constraints (however, not base constraints).

X

 

 

Own

Rule for proactive contact

Configure rules for proactive contact

X

 

 

Own

Rule for Proactive Web

Configure rules for proactive contact

X

 

 

Own

Schedules

From the organisation areas and subareas the user has access to, he can create/modify/delete the schedules used in flow objects and create/modify/delete template days. Schedules apply for solution where Telia CallGuide is delivered as cloud service.

X

 

 

Own

Statistics reports

In addition to Modify statistical reports the user can administrate other users’ scheduled reports, publish reports, etc.

X

 

 

Own

Subarea

Can create new subareas.

X

 

 

Own

Switch, CTI Engines and links.

Required to configure switches, CTI Engines, and links.

X

 

 

Own

System global address book

Add and delete system global address book.

 

 

 

Own

Task type and wrapup time

Task types only belong to organisation areas. This function automatically gives the access rights to administrate wrap-up time per task type.

X

 

 

Own

Template queue/waiting list

Configure sorting order, service levels etc. for static domains.

X

 

 

Own

Value sets for contact data

Open and administrate in the Value sets for contact data window.

X

 

 

Own

Quicktext

Allows configuration of quicktexts

X

 

 
Own Uc system and directories Required to configure UC systems and directories X    

Own

User

In the User Accounts window create, copy, and delete user accounts.

Change the agents’ access roles, passwords, organisation area affiliation, Direct Inward Dialling number as well as answering point.

Lock/unlock account.

Access roles can only be given in accordance with the access rights of your role and the access area affiliations can only be assigned using the areas that the creating user has access rights to.

X

 

 
Own Portal for CallGuide Answer To configure CallGuide Answer portals X    

View

Access role

Open the Access roles window

X

 

 
View Agent evaluation - survey Required to allow an agent to look at agent evaluation from CallGuide Survey.   X  

View

Dialogue flows

Look at configurations of dialogue flows/dialogue object via the Dialogue flows window. Only applies to the dialogue flows/dialogue objects that are not hidden.

X

 

  

View

Guide in Information Guide

Required to be allowed to use Information Guide in CallGuide Agent.

X

X

X

View

Interaction View, all interactions

Required to be able in CallGuide Agent to find information in Interaction View for your own organisation area as well as the organisation areas the user has access to.

X

X

X

View

Interaction View, allowed task types

Required to be able in CallGuide Agent to find information in Interaction View for the task types that are either not limited to any subarea or is limited to one of the subareas the user is affiliated to.

X

X

X

View

Logged changes made in CallGuide Admin

Look at organisation area specific logs of changes.

X

 

 

View

Logged global changes made in CallGuide Admin

Look at global logs of changes.

X

 

 

View

Map of configurations

Permission to view the entire organisation area even if you only have the access rights to a subarea.

X

 

 

View

Real-time information for organisation area

This function also gives the rights to view real time statistics, for the services you have the access rights to, for the subareas in the organisation area.

X

 

 

View

Real-time information for subarea

Gives the rights to look at real time statistics for the services you are authorised to within subareas that are included in your access role.

X

 

 

View

Row in routing of contacts

Open the Escalation constraints window and see tab for administration of escalation constraints (not base constraints)

X

 

 

View

Statistics reports

Provides the option of looking at statistical reports in CallGuide Report (and in the older CallGuide Report client).

X

 

 

View

System global real-time information

This function gives the right to look at real-time information that is not connected to any organisation area, e.g. connection endpoints. .

X

 

 

View

User

Look at user belonging to your own access area.

X

 

 

 

Telia CallGuide version 10.1. New info since last release is highlighted. ©Telia Sverige AB