The list of all access functions

The table below shows available access functions.

The access functions are listed alphabetically, per operation. To fully understand the concept, see Basics about access functions in an access role.
The system administrator should have all access roles, as described in Basics about access roles.
For Swedish and Finnish users some translations are found in Access functions in 3 languages.

To be able to work with a specific function, several different access functions may be needed.

Access functions
Operation	Object	Description/comment
Execute	Associate call	Associate a parked call with a call in progress.
Execute	Attendant message	Required to be able to set an Attendant message for a logged out agent in CallGuide Pulse.
Execute	Be recorded automatically	Allows automatic recording of this agent's phone calls. The agent also uses one license for CallGuide Recording.
Execute	Close emails via Interaction View or waiting list	Required for an agent to be able to end emails that have been found in Interaction View or in a waiting list. The email must have either queue or created status.
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.
Execute	Direct transfer of calls	Allows an agent to perform a direct transfer of a call.
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.
Execute	Hide queues in the queue status window	Required for an agent to hide queues in CallGuide Agent’s queue status window.
Execute	Inquiry via subarea/group/skill	The agent is allowed to make an inquiry call to an agent belonging to a specific subarea or having a specific skill. Without this access right, the agent can only make inquiry calls to agents serving a specific queue.
Execute	Login to open interface	Allows log-in to open interfaces. Included in the built-in access role Open interface.CallGuide accounts used by external parties logging-in to open interfaces should always be configured with the access role Open interface.
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).
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.
Execute	Logout users from CallGuide	Log out agent from CallGuide, via CallGuide Pulse or Unifinder.
Execute	Manual booking of callback appointment	Allows you to manually, via CallGuide Edge Agent, create records in callback appointment schedules.
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.
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.
Execute	Park call	Park a call in progress.
Execute	Park chat	Required to park an active chat or an ended chat in wrap-up.
Execute	Park email	Park an email in progress.
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. operators.
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.
Execute	Place call in queue	Transfer an IVR call in progress to a general queue/waiting list (not applicable to personal queues).
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.
Execute	Place chat in queue	Transfer a chat to a general chat queue or waiting list.
Execute	Place email in agent's personal queue	Transfer of email in progress to another agent’s personal queue.
Execute	Quicktext	Required to be able to use quick-texts in CallGuide Agent.
Execute	Record on command	Allows user to record calls.
Execute	Reschedule call	Postpone a call in progress using the Call later function (offered when you do not have access to parking).
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.
Execute	Search in uc system	Required to be allowed to search in UC systems.
Execute	Select from waiting list when not ready	Allows agent to pick a contact in a waiting list when not in status ready. Applies when agent is in status wrap-up, pause and in contact.
Execute	Send message	Allows a user to send messages to colleagues from CallGuide Agent, CallGuide Admin and CallGuide Pulse.
Execute	Send SMS	Required for an agent to send SMS in CallGuide Agent.
Execute	Service for callback, queue	The same as for Service for incoming telephony, queue.
Execute	Service for callback, waiting list	The same as for Service for incoming telephony, queue.
Execute	Service for campaign calls, queue	The same as for Service for incoming telephony, queue.
Execute	Service for campaign calls, waiting list	The same as for Service for incoming telephony, queue.
Execute	Service for campaign, dialer	The same as for Service for incoming telephony, queue.
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.
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.
Execute	Service for incoming call, waiting list	The same as for Service for incoming call, queue.
Execute	Service for incoming chat, queue	The same as for Service for incoming call, queue.
Execute	Service for incoming chat, waiting list	The same as for Service for incoming call, queue.
Execute	Service for incoming email, queue	The same as for Service for incoming call, queue.
Execute	Service for incoming email, waiting list	The same as for Service for incoming call, queue.
Execute	Video chat	Permission to use video as a media during chat. See Administrate video chat.
Execute	Wrapup time	Permission to extend the duration of the wrap-up time during wrap-up in progress.
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.
Modify	Client settings for organisation area	Change the default values for agent settings for the organisation area.
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.
Modify	Guide in Information Guide	Required to administrate records in a guide.
Modify	Interaction View	See submenu choice for administration of Interaction View. Required to configure Interaction View.
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.
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.
Modify	Opening hours for entrance	Open window for administration of opening hours for entrances.
Modify	Opening hours for menu choice	Open window for administration of opening hours for menu choices.
Modify	Personal client settings	Required for agent to be allowed to configure own client settings.
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.
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.
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 a cloud service.
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.
Modify	Statistics reports	In addition to View statistics report the user can administrate his own scheduled reports.
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.
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.
Modify	System parameters and connections	Configure global parameters (including connection endpoints).
Modify	Template queue/waiting lists	Configure sorting order and service level.
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.
Modify	User interface Agent	Required to be allowed, in CallGuide Admin, to configure Contacts data window, Contacts in progress and Waiting lists in CallGuide Agent.
Modify	Organisation area parameters	Required to configure organisation area specific parameters in the System parameters window.
Own	Access role	Administrate the Access roles window.
Own	Address book for organisation area	Add and delete address book for the organisation area.
Own	Appointment schedule	Required to open the Callback appointment schedule window and change schedules.
Own	Attendant message	Required to create, change and delete Attendant message types.
Own	Callback, automatic treatment	Allows configuration for treatments for callback.
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.
Own	Campaign	Administrate campaign and administrate campaign records.
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.
Own	Chat entrance	Required to configure chat entrances in CallGuide Admin.
Own	Contact data
Own	Custom work levels	Configure custom work levels.
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.
Own	Email account	Open the The Email and Work Item accounts window to administrate email accounts.
Own	Entrance	In the The Entrances, menu choices and task types window, see and administrate the Entrances tab.
Own	Escalation constraint	Setting up Escalation constraints in the Base constraints tab.
Own	Escalation point	Setting up Escalation points. Requires access rights to both organisation areas involved.
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. See Schedules for IVRs included in cloud service.
Own	Group or skill	Open the Groups and skills window to Create new group or skill.
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 you have access to Create new guide button, the Delete Information guides button and the checkbox to enable a guide.
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 The Entrances, menu choices and task types window, see and administrate the Menu choice tab.
Own	Organisation area	Open the Organisation areas window. The person creating an organisation area will automatically 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: Open theThe Email and Work Item accounts window to administrate the contents of the Accounts, SMTP servers and Nodes tabs. Open the Methods for categorisation, Email — Pattern matching and Email — Automatic answer windows to administrate emails.
Own	Portal for CallGuide Answer	To configure CallGuide Answer portals
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. See Description of Queues and waiting lists window
Own	Quicktext	Allows configuration of Quick texts.
Own	Row in routing of contacts	Allows configuration of routing rows, search order as well as Escalation constraints. Excluded is Base constraints.
Own	Rule for Proactive Web	Configure rules for proactive contact. See Add a rule for Proactive Web
Own	Schedules	In Schedules – main window, 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.
Own	Statistics reports	In addition to Modify statistical reports the user can administrate other users’ scheduled reports, publish reports, etc. See Produce a report.
Own	Subarea	Can create new Subareas.
Own	Switch, CTI Engines and links.	Required to configure Configure switches for server based CTI, i.e. switches, CTI Engines, and links.
Own	System global address book	Add and delete system global address book. See Administrate address book
Own	Task type and wrapup time	Set up task types to an organisation area. See Basics about Task types. This function automatically gives the access rights to Set wrapup rules.
Own	Template queue/waiting list	In Template queues and waiting lists, configure sorting order, service levels etc.
Own	UC system and directories	Required to configure UC systems and directories. See UC system settings.
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. See All details in the User accounts window.
Own	Value sets for contact data	Open and administrate in the Value sets for contact data window.
View	Access role	Open the Access roles window
View	Agent evaluation - survey	Required to allow an agent to look at agent evaluation from CallGuide Survey.
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.
View	Guide in Information Guide	Required to be allowed to use Information Guide in CallGuide Agent.
View	Interaction View, all interactions	Required to be able to find information in CallGuide Agent Interaction View and CallGuide Edge Agent Interactions for own organisation area as well as the organisation areas the user has access to.
View	Interaction View, allowed task types	Required to be able to find information in CallGuide Agent Interaction View and CallGuide Edge Agent Interactions 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.
View	Logged changes made in CallGuide Admin	Look at organisation area specific logs of changes.
View	Logged global changes made in CallGuide Admin	Look at global logs of changes.
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.
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.
View	Row in routing of contacts	Open the Escalation constraints window and see tab for administration of escalation constraints (not base constraints).
View	Statistics reports	Provides the option of looking at statistical reports in CallGuide Report (and in the older CallGuide Report client).
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.
View	User	Look at user belonging to your own access area.