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      Security Access Groups
      • 26 Sep 2024
      • 17 Minutes to read
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      Contents

      Security Access Groups

      • Updated on 26 Sep 2024
      • 17 Minutes to read
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      Article summary

      Who should read this article: Administrators

      Create and modify custom user access groups (roles) to grant or restrict access to Voiso features.

      Introduction

      The Security Access Groups feature is available for Voiso Professional Plus customers. By default, Voiso provides the following system roles, which can be assigned to a user to grant access to sets of features that are relevant to their job. The roles are:

      Role

      Description

      Admin

      Access to all features enabled for the contact center

      Agent

      Access to WebRTCSoftphone, outbound calling, click-to-call, contact data, call events, and teams

      Analyst

      Access to CDR and Topics only

      Hardware phone

      Access to login using a Hardware Phone only – no access to WebRTCSoftphone/Agent Panel)

      Supervisor

      Access the same features as the Agent role plus Real-time Dashboards, Call Monitoring and management, Queues, wrap-up codes, Unavailable codes, and Topics

      Security Access Groups Default Roles

      Voiso customers with the Professional Plus plan may create and assign custom access groups to fine-tune the permissions for an access group. For other plans, a limited number of user permissions may be modified when a user is created or edited.

      The following tables provide descriptions of the permissions for each feature area:

      Administration

      Feature

      Description

      Access to Web interface

      Log into the Voiso site and use permitted features

      Enable WebRTC

      Use the WebRTCSoftphone/Agent Panel (otherwise, the user only has access using a Hardware Phone)

      Omnichannel Workspace Enabled

      Use the Omnichannel Workspace to handle Omnichannel and Voice interactions

      View Call History

      Access to personal call history in Agent Panel

      Allow mobile WebRTC

      Use a mobile phone to make calls

      Enable hardware phone

      Use a hardware phone to make calls

      Edit System settings

      Access and use the System settings page

      Edit Billing

      Access and use the Billing page

      Allow Feature Access Code

      Take control of calls, including initiating monitoring by entering a DTMF code combination

      Access to broadcast messages

      Access to the Broadcast messages page to send messages to teams and view your own messages

      View all broadcast messages

      Access to view all broadcast messages

      Edit Wrap-up codes

      Access to the Wrap-up codes page

      Edit Unavailable codes

      Access to the Unavailable codes page

      Edit media files

      Access to the Media page

      Edit allowed IPs

      Access to the Allowed hosts/subnets page

      View allowed IPs

      Access to the Allowed hosts/subnets page to view allowed hosts/subnets

      Delete Call Recordings

      Access the Delete recordings page

      Enable 2FA

      Two-factor authentication (2FA) is enabled for this user

      View Topics

      Access to view the Topics page

      Edit Topics

      Access to the Topics page

      View Keyword Groups

      View the Keyword groups page

      Edit Keyword Groups

      Access the Keyword groups page to add and delete keywords and keyword groups

      Edit child Security Access Groups

      Access to the Security Access Groups page to view and copy all roles, and to add, copy, edit, and delete custom access groups

      CDR

      Feature

      Description

      View all CDRs

      Access the call detail records (CDRs) of all users

      View team CDRs

      Supervisor access the CDRs of assigned team members

      View call events

      Access the Call Events table in a call detail record to view all stages of a call

      View Call transcriptions

      When Speech analytics is enabled, view transcripts of calls

      Download CDR CSV

      Allow selected CDRs to be downloaded as a CSV file

      Allow recordings download

      Allow the call recording to be downloaded from a call detail record

      Inbound

      Feature

      Description

      Create queues

      Add and view new queues

      Edit all queues

      Edit the properties of all queues

      Edit own queues

      Edit the properties of one's own queues only

      Delete queues

      Delete queues

      Edit scripts

      Edit scripts

      View scripts

      View scripts

      Edit Flows

      Edit inbound interaction flows

      View Flows

      View inbound interaction flows

      Edit skills

      Access and edit the Skills section in the Add queue page

      Edit blocked numbers

      Access the Blocked numbers page and add or delete numbers or prefixes to the blocklist

      Messaging

      Feature

      Description

      View Sender IDs

      Access the Sender IDs tab in the Sender ID groups page

      View Sender ID groups

      Access to Sender ID groups page

      View Message Templates

      Access the Message templates page

      View Canned Messages

      Access the Canned messages tab on the Message templates page

      Edit Sender ID groups

      Add, edit, and delete sender ID groups

      View Digital Channels

      Access the Digital channels page

      Edit Digital channels

      Add, edit, and delete connections to digital channels such as Telegram, WhatsApp, and Webchat

      View WhatsApp templates

      Access the WhatsApp tab on the Message templates page

      Edit WhatsApp templates

      Add, edit, and delete WhatsApp templates

      Edit Canned Messages

      Add, edit, and delete Canned Messages

      Display SMS functionality in WebRTC

      Send SMS to contacts during and after a call from the Agent Panel

      My Numbers

      Feature

      Description

      Buy numbers

      Buy phone numbers from the Buy numbers tab in the Inbound numbers view

      Access to Inbound numbers

      Access the Inbound numbers page

      Number masking

      Feature

      Description

      Display client numbers instead of Acc ID

      Allow the user to view a contact's phone number instead of the contact's account ID or the Hidden number placeholder in the Redial Counter and Agent List widgets in the Real-time dashboard, the CDR, and Agent Panel.

      Display client number for click-to-call

      For click-to-call dialed numbers, allow the user to see a contact's phone number instead of the contact's account ID or the Hidden number placeholder in the Agent Panel. This setting does not affect interactions with the click-to-call type in the CDR. 

      Display client numbers on Dashboard

      Allow the user to view a contact's phone number (if permitted by the Display client numbers instead of Acc ID permission), account ID (in the case of CRM calls), or the Hidden number placeholder in the Agent List and Redial Counter widgets in the Real-time dashboard.

      Outbound

      Feature

      Description

      Edit all campaigns

      Access the Dialer campaigns page to add, clone, edit, and delete all campaigns

      Edit own campaigns

      Access the Dialer campaigns page to add, clone, edit, and delete one's own campaigns

      Edit CID groups

      Add, edit, and delete Caller ID groups

      View CID groups

      Access the CID groups page

      Access to Caller ID Risk Check

      Access the Caller ID Risk Check page

      Access to Number validator

      Access to the Number validator page to check outbound calling numbers

      Edit Suppressed numbers

      Access to the Call Suppression page (formerly Hardcaps)

      Edit Suppressed numbers exceptions

      Access to the Call Suppression exceptions feature, with the ability to add, edit, and delete exceptions  (formerly Hardcaps)

      Allow manual outbound calls

      Allow manual outbound dialing to external phone numbers

      Allow external transfers

      Allow user to transfer calls to phone numbers outside the contact center

      Allow Click-to-call

      Allow Click-to-call outbound dialing

      Enable Answering Machine Detection

      Enable answering machine detection ({{glossary.AMD}}) for all outbound calls

      Display HLR Lookup in WebRTC

      Allow users to initiate a Home Location Register (HLR) Lookup request, real-time phone number validation, from the call history in the Agent Panel

      Enable Call Notes in WebRTC

      Allow users to add call notes in the Agent Panel

      Enable Scheduled Callback

      Allow user to schedule callbacks from the Agent Panel during an active call or from Call History

      Real-time dashboard

      Feature

      Description

      View Real-time dashboard

      Access the Real-time dashboard view

      Display all data in the ASR by CID by country

      In the ASR by CID by country Real-time dashboard widget, display all numbers, not just the numbers assigned to teams supervised by the user

      Allow manager actions

      Enable access to manager actions in Agent Zoom as a part of the Agent List widget capabilities, then use the Allow Monitor, Allow Whisper, Allow Barge-in, Allow Intercept, and Allow Terminate to enable only a subset of Agent Zoom capabilities

      Allow Monitor

      Allow Silent Monitoring to enable a Supervisor to listen to a call without distracting the agent

      Allow Whisper

      Allow whisper coaching to enable a supervisor to help agents during a call without the contact hearing the supervisor

      Allow Barge-in

      Allow call barging to enable a supervisor to join a live call and converse with both the contact and the agent

      Allow Intercept

      Allow a supervisor to intercept a call or interaction and redirect it to the supervisor's desktop

      Allow Terminate

      Allow call termination to enable a supervisor to end an agent’s active call from the supervisor dashboard

      Recordings

      Feature

      Description

      Allow selective recording

      Allow the agent to disable and enable call recordings manually in Agent Panel during a conversation

      Reports

      Feature

      Description

      Access to Historical reports

      Access to the Historical reports view

      View ASR per CID report

      Allow user to generate and view ASR per Caller ID historical report

      View Sensitive Data Access report

      Allow the user to generate and view the Sensitive Data Access Report historical report

      View Billing report

      Allow the user to generate and view the Billing report historical report

      View all scheduled reports

      Allow the user to view reports scheduled by other users

      Users & Teams

      Feature

      Description

      Access to Users

      Access to the Users page

      View user settings

      Allow a user to view the list of users and the user profile settings

      Edit users

      Allow a user to edit user profile settings

      Allow to set Security Access Group

      Allow a user to change the Security Access Group for users and set the Security Access Group for new user

      Allow editing of support chat users

      Allow a user to grant the premium support chat feature to up to three users

      Delete users

      Allow a user to delete user profiles

      Create users

      Allow a user to create new user profiles

      Bulk users upload

      Allow a user to create users by importing a CSV file

      View teams

      Access to the Teams view

      Edit teams

      Allow a user to create, edit, and delete teams

      Access to data of all users

      Access to user data in all system components

      Access to data of team users

      Access to team data in all system components

      Creating a custom access group

      If the default Security Access Groups do not meet your organization's needs, you can create custom root access groups. There are two approaches to creating new access groups: creating a new access group "from scratch" or clone and then modifying an existing access group. The first approach means that you have to consider every single setting. In contrast, the second approach means you only have to disable one or more settings to differentiate your custom access group from the existing one.

      Creating a custom access group from scratch

      To create a new custom access group beginning with all permissions enabled, follow these steps:

      1. From the Voiso navigation bar, select Administration > Security access groups.

      2. In the Security Access Groups page, click Add new access group.

      3. All permissions are initially granted except for Enable hardware phone in the Create Security Access Group page.

      4. Add a name in the Group name field.

      5. Review each permission and de-select the ones you do not want to grant to the access group.

      6. Click Save.

      7. Assign the new access group to one or more users.

      Security Access Groups Overview

      Creating a custom access group from a clone

      When you clone an access group, you cannot add new permissions, and you can only disable permissions to make the new access group more restrictive than the cloned access group. To create a new custom access group based on an existing access group, follow these steps:

      1. From the Voiso navigation bar, select Administration > Security Access Groups.

      2. In the Security Access Groups page, hover your mouse pointer over the group to be cloned, then click Clone.

      3. Add a name in the Group name field.

      4. In the Clone Security Access Group: <access group> page, de-select the permissions you want to disable for the new access group.

      5. Click Save.

      6. The new access group appears on the Security Access Groups page as a sub-access group of the access group you cloned.

      Security Access Groups Clone Role

      Exporting custom groups as a CSV

      To enable you to copy your custom Security Access Groups from one contact center to another, follow these steps to export your custom Security Access Groups:

      1. From the Voiso navigation bar, select Administration > Security Access Groups.

      2. In the Security Access Groups page, click Export CSV.

      3. A CSV file named security-access-groups-export.csv is downloaded to your computer. It contains a list of the configuration setting names on the first row and your custom Security Access Groups on subsequent rows in the following format, where y = enabled and n = disabled:

      child_group_name,parent_group_name,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,n,y,y,n,y,n,n,n,n,y,n,n,n,n,n,n,n,n,n,n,y,n,n,y,n,n,n,n,n,n,n,n,n,n,n,n,n,n

      Importing custom groups from a CSV

      To enable you to copy your custom Security Access Groups from one contact center to another, follow these steps to import your custom Security Access Groups:

      1. From the Voiso navigation bar, select Administration > Security Access Groups.

      2. In the Security Access Groups page, click Import CSV.

      3. Navigate to the location where you stored the Security Access Groups CSV you previously exported, then click Upload.

      4. Click Process.

      5. The message Done! displays when your imported Security Access Groups are ready to use.

      Security Access Groups Import CSV

      Assigning an access group

      When the Security Access Groups feature is enabled, all users must have a Security Access Group assigned (this is the same as the Role for Professional and Startup plans). By default, new users are created with the Agent security access group. To assign an access group to a user, follow these steps:

      1. From the Voiso navigation bar, select Users > Users.

      2. In the New User or Edit User page, select a Security Access Group from the Security access group menu.

      3. Click Save.

      Security Access Groups Assign SAG

      Deleting a Security Access Group

      You can delete custom Security Access Groups. To delete a custom access group, follow these steps:

      1. From the Voiso navigation bar, select Administration > Security Access Groups.

      2. In the Security access groups page, hover your mouse pointer over the group to be deleted, then click Delete.

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