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User and role management
Creating and maintaining user accounts, assigning rights to users, creating and maintaining user groups through which you manage users’ rights, giving roles to user groups, defining default settings for users with user settings templates, using the Update wizard for updating settings (such as voicemail settings) of various users simultaneously
User rights management
Object types

User and role management
Creating and maintaining user accounts, assigning rights to users, creating and maintaining user groups through which you manage users’ rights, giving roles to user groups, defining default settings for users with user settings templates, using the Update wizard for updating settings (such as voicemail settings) of various users simultaneously
- Managing users in Sinch Contact Pro
  For user management, create user groups.
- Printing user's personal data
- User rights management
  - User interface options
  - Managing rights
  - Implicit rights
  - Access types
  - Object types
  - Default roles
  - Managing rights for DPO and customer consents
    There are two data security -related user rights Data Protection Officer (DPO) and Customer Consent that are not included in any roles but they must be given to a person separately:
  - Viewing summary of rights
  - Access rights
- Managing user groups
- Managing user roles
- Creating new user accounts
- Anonymous user
  A technical anonymous user is needed to ensure that only authorized access to reply templates is allowed.
- Using user settings templates
- Update wizard for users
- Deleting objects

Object types

The various user right object types are explained in the following tables.

Table 1. IVR-related rights
Type	Description
Built-in IVRs	Technical CEM applications such as conference and voicemail
Custom IVRs	Custom-made IVRs in the system

Table 2. Outbound-related rights
Type	Description
Outbound Call Result	Control data values that inform Outbound Dialing Controller (ODC) how to react to a call that has a certain value (either the call is considered handled or redialing is required)
Outbound Call Transfer	A list of phone numbers to which call transfers or conference calls during campaigns are allowed
Outbound Campaign	An outbound call campaign in which the dialer calls customers and agents ask questions according to the script The rights to the customers in the campaign are given in the campaign view. To display the customer view, click the campaign name.
Outbound Dialer	A module that controls the outbound call sequence, timing, and agent assignment
Outbound Filter	Used for sorting customers with predefined criteria
Outbound Template	Defines the contents of a customer information dialog window (such as company name and phone number)
Outbound Blocked Numbers	A list of numbers to which the dialer does not call
Outbound Settings	Initial customer information displayed on the user interface to agents
Outbound Customer Data Fields	The master list of customer attributes in the Settings view

Table 3. Queue-related rights
Type	Description
Queue	Either a phone queue, chat queue, or an e-mail queue in which agents serve
Queue Group	Enables that certain settings can be set to the entire group simultaneously Note: If you have the Modify rights to the group, you automatically have rights to all queues.
Calendar	Used for defining days and months when a schedule is applicable
Schedule	Defines the company-specific opening and closing times for the telephone service (when calls are accepted into queues and when prompts are played according to the scheduled times)
Ad Hoc Schedule	Exception schedules with the highest possible priority
Skill	A competence in certain areas (for example in some languages). Used in call routing
Audio Prompt	Audio messages that advise the user in contact center conversations, for example, in an IVR or when waiting in a queue. Also an audio file that is used accordingly
E-Mail Prompt	Text-based messages that advise the user in contact center conversations. Also a text file that is used accordingly
Chat Prompt	Text-based messages that advise the user in contact center conversations. Also a text file that is used accordingly
Prompt File	Used for defining specific prompts
Reply Template Folder	Used for creating e-mail templates and directories in which these templates are kept
Third-Party Extensions	Used for managing third-party web applications to be embedded as an iframe into the extension area of an end-user application

Table 4. System-related rights
Type	Description
Number Range	Contains an internal number range and a subrange
Contact Center	Settings in the System Management view
Channel	Settings that define the e-mail, phone and chat channel behavior
Authentication Policy	Rules that define the user passwords (for example the minimum password length)
Platform	Contains modules, data destinations, data protection rules, switching destination, switching pattern, switching route, and virtual unit.
System services	System service rights are for configuring the system-level functions. Each service type is a separate right: Attachment Service: Covers S3 Settings and Chat Settings > File Location Settings Callback Service Chat Service CMC Service: Not applicable for Sinch Contact Pro cloud Conference Service Email Service External Agent Service IP Desk Phone Service: Not applicable for Sinch Contact Pro cloud Presence Service: Covers Presence Management > Settings Prompt Service Recording Service Schedule Service SMS Service Voicemail Service Emergency Service
E-Mail Server (Incoming)	An e-mail server (for example Exchange) that is used for defining the IP address for the e-mail channel. This right is related to the block System Services > E-Mail Settings > Incoming Mail Servers.
E-Mail Server (Outgoing)	An e-mail server (typically SMTP) that is used for sending out e-mails. This right is related to the block System Services > E-Mail Settings > External Outgoing Mail Server (SMTP).
System Job	The Jobs view in Batch Job Server Settings Not applicable for Sinch Contact Pro cloud
Import/Export Job	A tool used for importing data (for example users) to the system and for exporting data from the system
Import/Export Settings	The folder setting in the Import and Export Settings view and templates used for mapping information from Active Directory to Sinch Contact Pro.
Extension	A chat address, an e-mail address, a phone number and a voicemail number in the system
Default System Settings	This applies to the System Languages view in which the language priorities can be defined.
Messaging Service	Settings in System Management > Messaging Service where messaging systems such as Facebook Messenger are configured.
Custom Emergency Location	Emergency locations created by users inCommunication Panel
Common Emergency Location	Emergency locations created by the Emergency Admin in Dashboard
User's Emergency Location	For managing users' active emergency location

Table 5. Switching-related rights
Type	Description
Location	A user group, an IP address, or an office
Location Switching Rule	The switching rule in the Location view
Generic Switching Rule	Used for defining general masking rules
Barring Group	Used for attaching a barring rule to users and user groups
Barring Rule	A way to restrict outbound calls with predefined call rules
Trunk	A third-party SIP trunk representing one SIP end point in the system, or an external contact center representing another Sinch Contact Pro

Table 6. User-related rights
Type	Description
User	A user account that is added to different user groups Click All or Self to open the following user-related access level list: Certificate authentication information Authentication information (SIP password, PIN code, and CRM logon name) Logon authentication information (logon name and password) User queue setting (the queue list information in Dashboard and SC. This right is needed when changing agent's queue assignments in Dashboard or in the SC block Queue and External Agent Settings) User settings (Communication Panel) External agent setting User’s directory entry (the user information in CDT) User's active emergency location User's own emergency location
User Group	A group of users that have a certain function in the contact center through a role (for example agents who serve in queues) Click the user group name to open the following user-related access level list: Certificate authentication information Authentication information (SIP password, PIN code, and CRM logon name) Logon authentication information (logon name and password) User queue setting (the queue list information in Dashboard and SC. This right is needed when changing agent's queue assignments in Dashboard or in the SC block Queue and External Agent Settings) User settings (Communication Panel) External agent setting User’s directory entry (the user information in CDT) User's active emergency location User's own emergency location Note: If you have rights to manage the user group, you are not allowed to manage the users unless you have also been given the Manage Members rights.
User Service	Contains the following functions and applications, the only access type is Use: Communication Desktop (CDT) Phone. This option must be selected if users use the contact center functionality of CDT. OData Service Video License Reporting Interface Multi-terminal desktop (MTD) IP Desk Phone Data Protection Officer (DPO) This object type defines rights to the Generate Personal Data Report tool. This object type is not included in any role by default but User Administrators can grant right to this. Instant Messaging SMS Recording External Agent Restful Analytics Interface (RAI) ClientCore Phone Presence Synchronization Interface (PSI) Reporting Data Interface (RDI)
User Settings Template	Used for defining user interface settings
User Role	A set of rights that allows the user group to which the role is assigned carry out activities related to contact centers (for example to supervise other users and record calls)

Table 7. Reporting-related rights
Type	Description
Data Protection Rule	Enables managing Reporting > Data Protection Rules. A new rule cannot be applied to a data destination with this right alone but requires the Platform right.
Reporting Specifications	Used for solving a user’s reporting attribute (Company, CostCenter, Custom1, Custom2, Custom3, Department, Location, Subcompany, TeamName and Title) for the requested language
Reporting Group	A group created for reporting purposes because in reports users can only belong to one group
Statistics Settings	Settings related to reporting and monitoring
Monitoring Template	A way to define the same summary graphs view for selected users and user groups in the Online Monitoring application.

Table 8. Directory-related rights
Type	Description
Directory Template	Lists the database table fields to which the search in end-user applications is targeted
Directory Field	Contains items from which directory templates are created
Directory Group	Used for giving rights to the group Note: If you have rights to the directory group, you automatically have rights to all members in the group.

Table 9. Presence-related rights
Type	Description
Presence Profile	An absence, presence or conference profile that defines how inbound calls are handled when an appropriate profile is selected.

Table 10. Script-related rights
Type	Description
Script	A step-by-step questionnaire that gives agents guidance during customer conversations.

Table 11. Personal data related rights
Type	Description
Customer Consent	Rights to this object type enable managing customer consents in System Tools > Customer Consents. This object type is not included in any role by default but User Administrators can grant right to this.

Table 12. Callback-related rights
Type	Description
Callback	The right enables users to handle callbacks in Communication Panel.

Table 13. Disruption-related rights

Disruption Event	Data related to an outage or event which prevents providing a service to an end customer. For example, an electricity outage in a region.
Disruption Item	A Disruption Event contains three Disruption Items: Where: the location, area, or service affected Why: the reason for the disruption When: an estimated time when service will return to normal Each Disruption Item can contain either a pre-recorded IVR prompt or text-to-speech (IVRTalk) generated info (such as post codes, times).
Disruption Set	A collection of related Disruption Items and Events. Each Item and Event belongs to a set. Using several Disruption Sets may be relevant if the company provides both electricity and heating.