Security Access Groups
    • 20 Mar 2024
    • 16 Minutes to read
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    Security Access Groups

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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:

    RoleDescription
    AdminAccess to all features enabled for the contact center
    AgentAccess to WebRTCSoftphone, outbound calling, click-to-call, contact data, call events, and teams
    AnalystAccess to CDR only
    Hardware phoneAccess to login using a Hardware Phone only – no access to WebRTCSoftphone/Agent Panel)
    SupervisorAccess the same features as the Agent role plus Real-time Dashboards, Call Monitoring and management, Queues, wrap-up codes, and Unavailable codes

    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

    FeatureDescription
    Access to Web interfaceLog into the Voiso site and use permitted features
    Enable WebRTCUse the WebRTCSoftphone/Agent Panel (otherwise, the user only has access using a Hardware Phone)
    Omnichannel Workspace EnabledUse the Omnichannel Workspace to handle Omnichannel and Voice interactions
    View Call HistoryAccess to personal call history in Agent Panel
    Enable hardware phoneUse a hardware phone to make calls
    Edit System settingsAccess and use the System settings page
    Edit BillingAccess and use the Billing page
    Allow Feature Access CodeTake control of calls, including initiating monitoring by entering a DTMF code combination
    Access to broadcast messagesAccess to the Broadcast messages page to send messages to teams and view your own messages
    View all broadcast messagesAccess to view all broadcast messages
    Edit Wrap-up codesAccess to the Wrap-up codes page
    Edit Unavailable codesAccess to the Unavailable codes page
    Edit media filesAccess to the Media page
    Edit allowed IPsAccess to the Allowed hosts/subnets page
    View allowed IPsAccess to the Allowed hosts/subnets p-page to view allowed hosts/subnets
    Delete Call RecordingsAccess the Delete recordings page
    View Keyword GroupsView the Keyword groups page
    Edit Keyword GroupsAccess the Keyword groups page to add and delete keywords and keyword groups
    Edit child Security Access GroupsAccess to the Security Access Groups page to view and copy all roles, and to add, copy, edit, and delete custom access groups

    CDR

    FeatureDescription
    View all CDRsAccess the call detail records (CDRs) of all users
    View team CDRsSupervisor access the CDRs of assigned team members
    View call eventsAccess the Call Events table in a call detail record to view all stages of a call
    View Call transcriptionsWhen Speech analytics is enabled, view transcripts of calls
    Download CDR CSVAllow selected CDRs to be downloaded as a CSV file
    Allow recordings downloadAllow the call recording to be downloaded from a call detail record

    Inbound

    FeatureDescription
    Create queuesAdd and view new queues
    Edit all queuesEdit the properties of all queues
    Edit own queuesEdit the properties of one's own queues only
    Delete queuesDelete queues
    Edit scriptsEdit scripts
    View scriptsView scripts
    Edit skillsAccess and edit the Skills section in the Add queue page
    Edit blocked numbersAccess the Blocked numbers page and add or delete numbers or prefixes to the blocklist

    Messaging

    FeatureDescription
    View Sender IDsAccess the Sender IDs tab in the Sender ID groups page
    View Sender ID groupsAccess to Sender ID groups page
    View Message TemplatesAccess the Message templates page
    Edit Sender ID groupsAdd, edit, and delete sender ID groups
    Edit Message TemplatesAdd, edit, and delete message templates.
    Display SMS functionality in WebRTCSend SMS to contacts during and after a call from the Agent Panel

    My Numbers

    FeatureDescription
    Buy numbersBuy phone numbers from the Buy numbers tab in the Inbound numbers view
    Access to Inbound numbersAccess the Inbound numbers page

    Number masking

    FeatureDescription
    Display client numbers instead of Acc IDAllow 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-callFor 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 DashboardAllow 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

    FeatureDescription
    Edit all campaignsAccess the Dialer campaigns page to add, clone, edit, and delete all campaigns
    Edit own campaignsAccess the Dialer campaigns page to add, clone, edit, and delete one's own campaigns
    Edit CID groupsAdd, edit, and delete Caller ID groups
    View CID groupsAccess the CID groups page
    Access to Caller ID Risk CheckAccess 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 callsAllow manual outbound dialing to external phone numbers
    Allow external transfersAllow user to transfer calls to phone numbers outside the contact center
    Allow Click-to-callAllow Click-to-call outbound dialing
    Enable Answering Machine DetectionEnable answering machine detection ({{glossary.AMD}}) for all outbound calls
    Display HLR Lookup in WebRTCAllow users to initiate a Home Location Register (HLR) Lookup request, real-time phone number validation, from the call history in the Agent panel
    Display Scheduled Callback in WebRTC
    Allow user to schedule callbacks from the Agent Panel during an active call or from Call History

    Real-time dashboard

    FeatureDescription
    View Real-time dashboardAccess the Real-time dashboard view
    Display all data in the ASR by CID by countryIn 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 actionsEnable 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 MonitorAllow Silent Monitoring to enable a Supervisor to listen to a call without distracting the agent
    Allow WhisperAllow whisper coaching to enable a supervisor to help agents during a call without the contact hearing the supervisor
    Allow Barge-inAllow call barging to enable a supervisor to join a live call and converse with both the contact and the agent
    Allow InterceptAllow a supervisor to intercept a call or interaction and redirect it to the supervisor's desktop
    Allow TerminateAllow call termination to enable a supervisor to end an agent’s active call from the supervisor dashboard

    Recordings

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

    Reports

    FeatureDescription
    Access to Historical reportsAccess to the Historical reports view
    View ASR per CID reportAllow user to generate and view ASR per Caller ID historical report
    View Sensitive Data Access reportAllow the user to generate and view the Sensitive Data Access Report historical report
    View Billing reportAllow the user to generate and view the Billing report historical report
    View all scheduled reportsAllow the user to view reports scheduled by other users

    Users & Teams

    FeatureDescription
    Access to UsersAccess to the Users page
    View user settingsAllow a user to view the list of users and the user profile settings
    Edit usersAllow a user to edit user profile settings
    Allow to set Security Access GroupAllow a user to change the Security Access Group for users and set the Security Access Group for new user
    Delete usersAllow a user to delete user profiles
    Create usersAllow a user to create new user profiles
    Bulk users uploadAllow a user to create users by importing a CSV file
    View teamsAccess to the Teams view
    Edit teamsAllow a user to create, edit, and delete teams
    Access to data of all usersAccess to user data in all system components
    Access to data of team usersAccess to team data in all system components
    Allow editing of support chat users
    Allow a user to grant the premium support chat feature to up to three users

    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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