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.
- In most web browsers you can search locally, on the opened web page, by using Ctrl F.
To be able to work with a specific function, several different access functions may be needed.
An example where multiple access functions are involved...
To pick a contact from an VIP waiting list the following access functions are involved:
- To be allowed to park any emails and IVR calls in progress, you need the Execute park emails and Execute park calls access functions.
- If you are in Paused or Wrap-up status you also need Execute choice in
- waiting list at not Ready.
| Access functions | ||
|---|---|---|
| Operation | Object | Description/comment |
| Execute | Activity | Required to be able to set an Activity for a logged out agent in ACE Pulse. |
| Execute | Associate call | Associate a parked call with a call in progress. |
| Execute | Be recorded automatically | Allows automatic recording of this agent's phone calls. The agent also uses one license for ACE 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 queue status window | Required for an agent to hide queues in ACE 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 | Invitation of additional participants to a chat | Permission to invite an additional participant to an ongoing chat |
| Execute | Login to open interface | Allows log-in to open interfaces. Included in the built-in access role Open interface.ACE 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 ACE 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 ACE | Log out agent from ACE, via ACE Pulse or Unifinder. |
| Execute | Manual booking of callback appointment | Allows you to manually, via ACE Interact, create records in callback appointment schedules. |
| Execute | Operator functions | You are allowed to do the following via ACE Agent’s Unifinder support function:
|
| 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 agent's personal queue | Transfer a chat in progress to another agent’s personal queue if the receiving agent is logged in to any of the services for chat. Allows a chat to be transferred to an agent that is not logged in to Enquiry. |
| 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 ACE Agent. |
| Execute | Record call 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 ACE Agent, ACE Admin and ACE Pulse. |
| Execute | Send sms | Required for an agent to send SMS in ACE 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, dialer | The same as for Service for incoming telephony, queue. |
| Execute | Service for campaign, queue | The same as for Service for incoming telephony, queue. |
| Execute | Service for campaign, waiting list | The same as for Service for incoming telephony, queue. |
| Execute | Service for incoming call, enquiry | For ACE 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 ACE Admin: Of no consequence. For ACE Pulse: Of no consequence. For ACE Report: Of no consequence. |
| Execute | Service for incoming call, queue | For ACE 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 ACE Admin: Of no consequence. For ACE 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 ACE 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 | Agent Interface - JSApi | Permission to Configure Agent Interface – JSAPI |
| 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 ACE 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 | organisation area parameters | Permission to configure organisation area parameters in the System parameters window for the organisation areas the user has access to. |
| 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 ACE 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 ACE 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 connection endpoints | Configure global parameters (including connection endpoints). |
| Modify | Template for queues/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 ACE Admin, to configure Contacts data window, Contacts in progress and Waiting lists in ACE Agent. |
| Own | Access role | Administrate the Access roles window. |
| Own | Activity | Required to create, change and delete Activities. |
| 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 | Callback, automatic treatments | 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 ACE Chat Engine (ruling what is seen the ACE Chat klient customer tool in the ACE Admin Chat Engines window. |
| Own | Chat entrance | Required to configure chat entrances in ACE Admin. |
| Own | Contact data | |
| Own | Custom worklevels | 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:
|
| Own | Portal for ACE Knowledge |
To configure the ACE Knowledge in ACE Admin portals and widgets to be used in ACE Agent and ACEInteract. |
| 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 table | 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 ACE 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 | Switches, 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 | UC system and directories | Required to configure UC systems and directories. See UC system settings. |
| Own | User | 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 ACE 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 ACE Agent. |
| View | Interaction View, all interactions | Required to be able to find information in ACE Agent Interaction View and ACE Interact 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 ACE Agent Interaction View and ACE Interact 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 ACE Admin | Look at organisation area specific logs of changes. |
| View | Logged global changes made in ACE 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 table | 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 ACE Report (and in the older ACE 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. |