Configuring Role Permissions

Prerequisites

Permissions on operations under the current menu that require separate configuration have been configured. For details about the operation permissions that can be configured separately, see Table 1.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Employee Center > Role.

   By default, the default roles Tenant environment administrator and Default Agent Role are preset in the system. The default role Tenant environment administrator cannot be deleted.

   

   To enable an agent to use the service guidance function, add the Menu permissions > Channel Configuration > Call Center Configuration > Service Guidance permission to the default agent role.

   Figure 1 Role
   

2. Click to create a role and configure role information.
   Figure 2 Configure Role Info
   
   • Role Name: Enter a customized role name, which is mandatory.
   • Upper-Level Role: Set the parent role of the current role.
   • Role Template: Select a preset role template to quickly create role permissions. For details about function permissions, see Table 1 and Table 2.
     • O&M Role: The preset function permissions of the current role are as follows:

       Table 1 O&M role permissions

       Menu Permission		Function Permission
       Home	Home Page	-
       	Tenant Administrator Home Page	-
       Monitoring	Agent Monitor	Querying the Real-Time Status of All Agents of a Tenant
       Contact History	Contact	Contact Record Export Play Recording Online Recording Download Querying All Contact Records
       	Transfer Record	Download Playing
       Work Log	Operation Log	Query All Operation Record Operation Logs Export
       	Sign-In Log	Query All Sign-In Log Sign-In Log Export
       	Transfer Record	Query All Transfer Record Forwarding Logs Export
       	Rest Record	Query All Rest Record Rest Record Export
       Employee Center	Organization Unit	Query Organization Delete Organization Modify Organization Exporting OU Data Import OUs' Accessible OUs Batch Edit Access Organization Edit Access Employee Edit
       	Employee	Save Employee Reset User Password Query User Delete User Canceling Configurations in Batches Configuring Users in Batches View User Privacy Modify User Privacy Export Employee Data Import
       	Role	Query Role Batch Edit
       	Skill	Skill Queue Data Export Edit Batch Edit
       	Agent Management	Configure Agent Export Agent Information Batch Edit
       	User Group	Query User Group
       	Account and Password Rule	Edit
       	Account Lock	Query Lock Create Lock Delete Lock
       Access Configuration	Channel Configuration	Edit Export Try
       Chatbot Management	Flow Configuration > Common IVR	Edit
       	Flow Configuration > Intelligent Chatbot	Edit Intelligent Robot Export
       	Flow Configuration > Flow > Process Orchestration	Edit Import Process Export Process Export Process Orchestration
       	Flow Configuration > Flow > Process Trace	-
       	Flow Configuration > Flow > Dialog Test	Edit Export
       	Flow Configuration > Flow > Process Inspection	Edit
       	Flow Configuration > Resource > Resource Template	Edit
       	Flow Configuration > Resource > Business Interface	Edit Exporting Service Interfaces
       	Flow Configuration > Resource > Variable Management	Edit Custom Variable Export
       	Flow Configuration > Resource > Complex Cell	Edit Exporting Composite Diagram Elements
       	Flow Configuration > Resource > Stored Procedure	Edit
       	Flow Configuration > Resource > Work Calendar	Edit
       	Flow Configuration > Resource > Data Table	Edit
       	Flow Configuration > Resource > Virtual Human	Edit
       	Flow Configuration > System > System Configuration	Edit
       	Flow Configuration > System > Gray Rule	Edit
       	Flow Configuration > System > RecordHistory Management	Call History Export
       	Flow Configuration > System > ASR Hotword	Edit Download
       	Flow Configuration > System > Metadata Management	Edit
       	Flow Configuration > System > Label Mapping Management	Edit Import
       Resource Management	Audio and Video	Edit
       	Multimedia Library / WhatsApp Template	Edit
       	External Number	Edit
       Quality Management	Monitor Relationship	Edit
       	Fullscreen Monitor	Edit
       	Inspection Relation	-
       Call Management	-	Co-browsing
       Notification Center	-	View Notification Agent Send Notification
       System Public Permissions	-	User Numbers are Displayed in Plaintext View All Organization Data Edit All Organization Data

     • Report Role: The preset function permissions of the current role are as follows:

       Table 2 Report role permissions

       Menu Permission		Function Permission
       Home	Home Page	-
       	Tenant Administrator Home Page	-
       Monitoring	Agent Monitor	-
       	Recording	Recording Download Export Play
       	Index Monitor	RealTime Overview VCC Monitor Skill Queue Monitor Audio&Video IVR Monitor Multimedia IVR Monitor Case Management 2.0
       	Inbound Call	Export
       	Offline Message	-
       Report	-	Querying All Organization Report Data
       	VCC Traffic Report	Export
       	VCC Traffic Report by AccessCode	Export
       	IVR Traffic Report	Export
       	IVR Traffic Report by AccessCode	Export
       	Skill Queue Traffic Report	Export
       	Skill Queue Traffic Report by AccessCode	Export
       	Traffic Summary Report	Export
       	Agent Traffic Report	Export
       	Agent Outbound Call Report	Export
       	Agent Operation Report	Export
       	Abandoned Call in Ringing Report	Export
       	Interval-Based VCC Traffic Report	Export
       	IVR Outbound Call Report	Export
       	System Performance Report	Export
       	Agent Timesheet Report	Export
       Contact History	Contact	Contact Record Export Play Recording Online Recording Download Querying All Contact Records
       Work Log	Operation Log	Query All Operation Record Operation Logs Export
       	Sign-In Log	Query All Sign-In Log Sign-In Log Export
       	Transfer Record	Query All Transfer Record Forwarding Logs Export
       	Rest Record	Query All Rest Record Rest Record Export
       Employee Center	Organization Unit	Query Organization Modify Organization Delete Organization Exporting OU Data Import OUs' Accessible OUs Batch Edit Access Organization Edit Access Employee Edit
       	Agent Management	Configure Agent Export Agent Information Batch Edit
       	User Group	Query User Group
       Quality Management	Monitor Relationship	Edit
       	Fullscreen Monitor	Edit
       System Management	Tenant Parameter	Edit
       	Organization Parameter	Edit
       Notification Center	-	View Notification Agent Send Notification
       System Public Permissions	-	User Numbers are Displayed in Plaintext

     • Manager Role: The preset function permissions of the current role are as follows:

       Table 3 Manager role permissions

       Menu Permission		Function Permission
       Home	Home Page	-
       	Tenant Administrator Home Page	-
       Online Chat	-	Online Chat Mail Agent Forwarding Local Multimedia File Sending by Agents Local Attachment Sending by Email Agents Email Agent CC Bcc
       Call	-	Call Transfer Pop-Up Parameters
       Monitoring	Agent Monitor	Listen Insert Switchover Intercept Forcible Exit Forcible Set Idle Forcible Set Busy Whisper Queue Adjustment Send a Note Forcible Release Querying the Real-Time Status of All Agents of a Tenant Screen Monitoring Multimedia Session Monitoring Multimedia Session Insertion Multimedia Session Interception Session Initiation Message Sending
       	Recording	Recording Download Export Play
       	Index Monitor	RealTime Overview VCC Monitor Skill Queue Monitor Audio&Video IVR Monitor Multimedia IVR Monitor Case Management 2.0
       	Inbound Call	Export
       	Offline Message	-
       Report	-	Querying All Organization Report Data
       	VCC Traffic Report	Export
       	VCC Traffic Report by AccessCode	Export
       	IVR Traffic Report	Export
       	IVR Traffic Report by AccessCode	Export
       	Skill Queue Traffic Report	Export
       	Skill Queue Traffic Report by AccessCode	Export
       	Traffic Summary Report	Export
       	Agent Traffic Report	Export
       	Agent Outbound Call Report	Export
       	Agent Operation Report	Export
       	Abandoned Call in Ringing Report	Export
       	Interval-Based VCC Traffic Report	Export
       	IVR Outbound Call Report	Export
       	System Performance Report	Export
       	Agent Timesheet Report	Export
       Contact History	Contact	Contact Record Export Play Recording Online Recording Download Querying All Contact Records
       Work Log	Operation Log	Query All Operation Record Operation Logs Export
       	Sign-In Log	Query All Sign-In Log Sign-In Log Export
       	Transfer Record	Query All Transfer Record Forwarding Logs Export
       	Rest Record	Query All Rest Record Rest Record Export
       Employee Center	Organization Unit	Query Organization Modify Organization Delete Organization Exporting OU Data Import OUs' Accessible OUs Batch Edit Access Organization Edit Access Employee Edit
       	Agent Management	Configure Agent Export Agent Information Batch Edit
       	User Group	Query User Group
       Workbench Configuration	Common Phrase	Edit
       Quality Management	Fullscreen Monitor	Edit View Public Large-Screen Monitoring
       System Management	Tenant Parameter	Edit
       	Organization Parameter	Edit
       Call Management	-	Connection Management Show Busy/Idle Break/End Break Transfer Hold/Unhold Outgoing Call Three-Party Call Help-seeking Mute/Unmute End Call Answer Audio/Video Switching Internal Call Agent Multi-Channel Support Callback Two-stage Dialing Reset Skill Queue
       Notification Center	-	View Notification Agent Send Notification
       Personal Center	-	Modifying Agent Fixed-Line Phone Number
       System Public Permissions	-	User Numbers are Displayed in Plaintext Viewing and Editing Home Organization Data Agent Parameters

     • Agent Role: The preset function permissions of the current role are as follows:

       Table 4 Agent role permissions

       Menu Permission		Function Permission
       Home	Home Page	-
       	Tenant Administrator Home Page	-
       Online Chat	-	Online Chat Mail Agent Forwarding Local Multimedia File Sending by Agents Local Attachment Sending by Email Agents Email Agent CC Bcc
       Call	-	Call Transfer Pop-Up Parameters
       Contact History	Contact	Play Recording Online Recording Download
       Work Log	Operation Log	Operation Logs Export
       	Sign-In Log	Sign-In Log Export
       	Transfer Record	Forwarding Logs Export
       	Rest Record	Rest Record Export
       Employee Center	User Group	Query User Group
       Workbench Configuration	Common Phrase	Edit
       Call Management	-	Connection Management Show Busy/Idle Break/End Break Transfer Hold/Unhold Outgoing Call Three-Party Call Help-seeking Mute/Unmute End Call Answer Audio/Video Switching Internal Call Agent Multi-Channel Support Callback Two-stage Dialing Reset Skill Queue
       Notification Center	-	View Notification Agent Send Notification
       System Public Permissions	-	User Numbers are Displayed in Plaintext Agent Parameters

   • Description: Enter a role description, which is optional.

3. Click Save.
4. (Optional) Edit role information.
   • Click to delete role information.
   • Click to modify role information.
   • Enter a role name and click to fuzzily search for roles based on the role name.

5. Select the created role and configure permissions.

   The page displaying role permissions is specified by the system parameter Enable new permissions navigation.

   • If the value of Enable new permissions navigation is set to No, see Permission Description (Old Navigation Page) for the role permission description.
     1. Click the Own Permissions or Assignable Permissions tab.
        • Own permissions: Permissions of the current role.
        • Assignable Permissions: Permissions that the current role can assign to other accounts.
     2. Click Add and select function permissions.

        You can search for permissions. Permissions unavailable to the current role are dimmed, and the search results are highlighted.

        Figure 3 Select Function Permission
        

        Function permission status description:

        • : The function permission has not been configured for the current role and can be selected for configuration.
        • : The function permission cannot be configured for the current role.
        • : The function permission has been configured for the current role.
     3. Click Confirm to save the configuration.
   • If the value of Enable new permissions navigation is set to Yes, see Permission Description (New Navigation Page) for the role permission description.

     The display level of permissions on the new navigation page is the same as that of the navigation pane on the AICC home page. You can query permissions based on the navigation pane. Click Modify on the right of the page to select or deselect permissions.

     

6. Assign employees.
   1. Click the Employee Assignment tab and click Add. The Assign Employee dialog box is displayed.
      Figure 4 Assign Employee
      

      Organization: This parameter is specified by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement.

      • After the parameter is set to Yes:
        1. For accounts without the View All Organization Data permission in System Public Permissions:
           • If the Viewing and Editing Home Organization Data and View Lower-Level Organization Data permissions under System Public Permissions are not configured, only the OUs specified by Accessible Organizations configured on the Employee Info/Organization Unit page can be selected.
             

             If accessible OUs are configured both on the Employee Info and Organization Unit pages, the permissions on the accessible OUs configured on the Employee Info page take precedence.

           • If the Viewing and Editing Home Organization Data permission under System Public Permissions is granted, the data under the OU (excluding sub-OUs) to which the current employee belongs can be viewed.
           • If the View Lower-Level Organization Data permission under System Public Permissions is granted, the data under sub-OUs of the OU to which the current employee belongs can be viewed.
        2. Accounts with the View All Organization Data permission under System Public Permissions configured: All OUs can be selected.
      • After the tenant parameter is set to No, all OUs in the tenant space can be selected.
      • The number of OUs that can be selected is specified by the value of the system parameter Maximum number of OU organizational unit queries on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page.
   2. Select employees to which the current role can be assigned and click OK.
   3. (Optional) Select multiple employees and click Batch Delete to delete them in batches.