Roles

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Roles determine what administration tasks are available through Manager to a user of group of users. There are a number of pre-defined roles that are provided with your system but more specific roles can be created should you wish.

Roles Panel

•	Role - a list of all the currently configured roles. Note that the Agent role does not allow any administrative tasks and hence in not shown in the list.

From here you can:

•	Create Role - click the Create button on the Roles panel to add a new entry;

•	Modify Role - click on the Role name to view or change the properties of an existing entry.

Pre-defined User Roles

The following sections show the standard rostrvm pre-defined roles and the administration tasks that are available to each one.

Agent

None.

ScreenPhone

•	User: ScreenPhoneCallForwarding, ScreenPhoneSetAutoAnswer, ScreenPhoneSetIAmBusy, ScreenPhoneSoundSetup, ScreenPhoneVoiceMail.

Observer

•	Call: ViewCallData;

•	rostrvm: UseManager.

Team Leader

•	AgentGroup: ResourceBrokerControl, ResourceBrokerMonitor;

•	Call: ChangeOutcomes, EditCallData, ViewCallData;

•	rostrvm: UseManager;

•	UserGroup: InstantMessage;

•	User: AdVisor, AdVisorProfile; InstantMessage, Intrude, Logoff, Monitor, New, NotReady, Properties, Ready, ResetDevice, ScreenPhoneCallForwarding, ScreenPhonePlayCallRecordings, ScreenPhoneSetAutoAnswer, ScreenPhoneSetIAmBusy, ScreenPhoneSoundSetup, ScreenPhoneVoiceMail.

Manager

•	Activity Code (Business Outcomes): Delete, New, Properties;

•	AgentGroup: AssignUser, InstantMessage, ResourceBroker, ResourceBrokerControl, ResourceBrokerMonitor;

•	Call: ChangeOutcomes, EditCallData, ViewCallData;

•	Campaign: AssignList, Delete, DiallingFilter, EditMessageTemplate, ListConfiguration, New, Properties, RedialRules, Resume, Start, Stop, Suspend;

•	List: AccountSearch, ActivateList, DeactivateList, Delete, ExportList, FilterList, NewList, Purge, Refresh, RescheduleCallbacks, Reset, ResetCallbacks, SetForUnattended, SplitList;

•	OutBound: DoNotCalls, ImportDNC, ImportList, ImportTPS, RemoveDNC;

•	Queue: New, Properties;

•	Recording: Download, PhoneAudio, Playback SendEmail;

•	rostrvm: Install, LogFiles, SystemControlMonitor, UseManager;

•	UserGroup: InstantMessage;

•	User: AdVisor, AdVisorProfile; InstantMessage, Intrude, Logoff, Monitor, New, NotReady, Properties, Ready, ResetDevice, ScreenPhoneCallForwarding, ScreenPhonePlayCallRecordings, ScreenPhoneSetAutoAnswer, ScreenPhoneSetIAmBusy, ScreenPhoneSoundSetup, ScreenPhoneVoiceMail;

•	VoiceRecording: SearchRecordings.

Administrator

•	Activity Code (Business Outcomes): Delete, New, Properties;

•	AdVisor: Update;

•	AgentGroup: AssignUser, Delete, InstantMessage, New, Properties, RemoveAgentGroup, ResourceBroker, ResourceBrokerControl, ResourceBrokerMonitor;

•	Call: ChangeOutcomes, EditCallData, ViewCallData;

•	CallClass: Delete, New, Properties;

•	CallDirectors: GlobalVariables;

•	Campaign: AssignList, Delete, DiallingFilter, EditMessageTemplate, ListConfiguration, New, Properties, RedialRules, Resume, Start, Stop, Suspend;

•	Chat: New, Properties;

•	DataManagement: CreateAnfModify, ReadOnly;

•	DoNotCall: Delete, New, Properties;

•	Email: New, Properties;

•	FileEditor: FileEditor;

•	IVR: Announcements;

•	List: AccountSearch, ActivateList, DeactivateList, Delete, ExportList, FilterList, NewList, Purge, Refresh, RescheduleCallbacks, Reset, ResetCallbacks, SetForUnattended, SplitList;

•	ManagerPanel: Edit;

•	OutBound: DoNotCalls, ImportDNC, ImportList, ImportTPS, RemoveDNC;

•	Queue: New, Properties;

•	Recording: Download, PhoneAudio, Playback SendEmail;

•	rostrvm: AdVisorProfile, ConfigureNotifications, ExtractedMIS, Install, KeysScriptEditor, LogFiles, SystemControlControl, SystemControlMonitor, UseManager;

•	RoutingNumber: Delete, New, Properties;

•	RoutingScript: Delete, New, SetCallDirector;

•	RoutingScriptVersion: Activate, Copy, Deactivate, Delete, EditScript, Export, Lock, New;

•	Skill: Delete, New, Properties;

•	Sms: New, Properties;

•	Station: Delete, New, Properties;

•	Switch: Properties;

•	UserGroup: AdVisorProfile, Delete, InstantMessage, New, Properties;

•	User: AdVisor, AdVisorProfile; Call, Delete, InstantMessage, Intrude, Logoff, Monitor, New, NotReady, Properties, Ready, ResetDevice, ScreenPhoneCallForwarding, ScreenPhonePlayCallRecordings, ScreenPhoneSetAutoAnswer, ScreenPhoneSetIAmBusy, ScreenPhoneSoundSetup, ScreenPhoneVoiceMail;

•	UserStatusCode: Delete, New, Properties;

•	VoiceRecording: Delete, New, Properties, SearchRecordings, SearchRecordingsConfiguration.

System Administrator

•	Activity Code (Business Outcomes): Delete, New, Properties;

•	AdVisor: Update;

•	AgentGroup: AssignUser, Delete, InstantMessage, New, Properties, RemoveAgentGroup, ResourceBroker, ResourceBrokerControl, ResourceBrokerMonitor;

•	Call: ChangeOutcomes, EditCallData, ViewCallData;

•	CallClass: Delete, New, Properties;

•	CallDirectors: GlobalVariables;

•	Campaign: AssignList, Delete, DiallingFilter, EditMessageTemplate, ListConfiguration, New, Properties, RedialRules, Resume, Start, Stop, Suspend;

•	Chat: New, Properties;

•	DataManagement: CreateAnfModify, ReadOnly;

•	DoNotCall: Delete, New, Properties;

•	Email: New, Properties;

•	FileEditor: FileEditor;

•	IVR: Announcements;

•	List: AccountSearch, ActivateList, DeactivateList, Delete, ExportList, FilterList, NewList, Purge, Refresh, RescheduleCallbacks, Reset, ResetCallbacks, SetForUnattended, SplitList;

•	ManagerPanel: Edit;

•	OutBound: DoNotCalls, ImportDNC, ImportList, ImportTPS, RemoveAllDNC, RemoveDNC;

•	Queue: New, Properties;

•	Role: Properties;

•	Recording: Download, PhoneAudio, Playback SendEmail;

•	rostrvm: AdVisorProfile, ConfigureNotifications, ConfigureSystemSchedules, ExtractedMIS, Install, KeysScriptEditor, LogFiles, SystemControlControl, SystemControlMonitor, UseManager;

•	RoutingNumber: Delete, New, Properties;

•	RoutingScript: Delete, New, SetCallDirector;

•	RoutingScriptVersion: Activate, Copy, Deactivate, Delete, EditScript, Export, Lock, New;

•	Skill: Delete, New, Properties;

•	Sms: New, Properties;

•	Station: Delete, New, Properties;

•	Switch: Properties;

•	UserGroup: AdVisorProfile, Delete, InstantMessage, New, Properties;

•	User: AdVisor, AdVisorProfile; Call, Delete, InstantMessage, Intrude, LDAP, Logoff, Monitor, New, NotReady, Properties, Ready, ResetDevice, ScreenPhoneCallForwarding, ScreenPhonePlayCallRecordings, ScreenPhoneSetAutoAnswer, ScreenPhoneSetIAmBusy, ScreenPhoneSoundSetup, ScreenPhoneVoiceMail;

•	UserStatusCode: Delete, New, Properties;

•	VoiceRecording: Delete, New, Properties, SearchRecordings, SearchRecordingsConfiguration.