Default Roles

Note:

Do not change the original default roles. Copy them and make changes to the copies according to your needs.

Use

The default roles in Sinch Contact Center are the following:

The administrator roles enable administration tasks in System Configurator (SC) user interface.
- System administrator
  
  The role includes the full access rights to configure the system and the rights to view business-related data. All these rights also include the grant rights. This means that the user in the system administrator role is allowed to assign these rights to other users.
- Queue administrator
  
  The role includes rights to manage inbound contact center operations. All these rights also include the grant rights apart from a few exceptions that are listed in the Queue Administrator table. For example, this role has rights to view, create, modify, and delete phone extensions but is only allowed to delegate the view right to other users.
- User administrator
  
  The role includes rights to manage end-users and functions related to end-users. All these rights also include the grant rights apart from a few exceptions that are listed in the User Administrator table.
- Outbound administrator
  
  The role includes rights to manage outbound campaigns. All these rights also include the grant rights.
- IVR administrator
  
  The role includes rights to manage custom IVRs. All these rights also include the grant rights apart from a few exceptions that are listed in the IVR Administrator table.
- Reporting administrator
  
  The role includes rights to manage settings related to the Reporting and Online Monitoring applications. All these rights also include the grant rights.
- Monitoring administrator
  
  The role includes rights to monitor contact center activities. No grant rights are included in this role.
The end-user roles enable carrying out the described tasks in end-user applications and using external agent and Multiterminal Desktop (MTD) functions.
- Dashboard supervisor
  
  This role includes rights to act as a contact center team leader, to manage teams, and to oversee interaction handling. No grant rights are included in this role.
- Contact center supervisor
  
  This role includes rights to act as a contact center team leader, to manage teams, and to handle customer contacts. No grant rights are included in this role.
- Contact center agent
  
  This role includes rights to handle customer contacts. No grant rights are included in this role.
- Expert user
  
  This role includes rights to use Communication Desktop (CDT) as an assistant or as a switchboard operator. No grant rights are included in this role.
- Office user
  
  This role includes rights to handle personal calls. No grant rights are included in this role.

Each role has rights to modify its own settings (User > Self > User Setting).

Although the idea is that you can run your system with the default roles, note that you may need to make some additions to them. For example, the CC Supervisor role does not include rights to all users.

Note:

Do not modify these roles. If you want to change the default roles, copy them and make your modifications to the copied versions.

The following graphic describes the level where the default roles are situated.

The default roles in Sinch Contact Center (cloud version) are the following:

The administrator roles enable administration tasks in System Configurator (SC) user interface.
- -CC365 Queue administrator
  The role includes rights to manage inbound contact center operations. For example, this role has rights to view, create, modify, and delete phone extensions but is only allowed to delegate the view right to other users.
- -CC365 Outbound administrator
  
  The role includes rights to manage outbound campaigns.
- -CC365 IVR administrator
  
  The role includes rights to manage custom IVRs.
- -CC365 Reporting administrator
  
  The role includes rights to manage settings related to the Reporting and Online Monitoring applications. All these rights also include the grant rights.
- Superuser
  The role includes rights to manage end-users and functions related to end-users in the user group All Users.
The end-user roles enable carrying out the described tasks in end-user applications.
- CC Supervisor
  
  This role includes rights to act as a contact center team leader, to manage teams, and to handle customer contacts. No grant rights are included in this role.
- CC Agent
  
  This role includes rights to handle customer contacts. No grant rights are included in this role.
- Expert user
  
  This role includes rights to use contact center. No grant rights are included in this role.
- Office user
  
  This role includes rights to handle personal calls. No grant rights are included in this role.

Each role has rights to modify its own settings (User > Self > User Setting).

Note:

Do not modify these roles. If you want to change the default roles, copy them and make your modifications to the copied versions.

The following graphic describes the level where the default roles are situated.

Administrator Roles

The tables list the access level of each administrator role. Grant rights are only mentioned if they differ from the basic rights.

Table 1. System Administrator
Object Type	Access Level
Audio Prompt	View
Authentication Policy	View, modify, create, and delete
Ad Hoc Schedule	View
Barring Group	View, modify, create, and delete
Barring Rule	View, modify, create, and delete
Built-in IVRs	View and modify Additional grant rights: control contact, statistics details and statistics summary
Custom IVRs	View, modify, create, delete, control contact, statistics details and statistics summary
Contact Center	View and modify
Channel	View and modify
Chat Prompt	View
Calendar	View, modify, create, and delete
Data Protection Rule	View, modify, create, and delete
Default System Settings	View, modify, create, and delete
Directory Template	View, modify, create, and delete
Directory Fields	View, modify, create, and delete
E-Mail Prompt	View
E-Mail Server	View, modify, create, and delete
Extension (chat, e-mail, phone, and voicemail)	View, modify, create, and delete
Gateway (in SP08 replaced by Trunk)	View, modify, create, and delete
Generic Switching Rule	View, modify, create, and delete
Import/Export Job	View, modify, create, and delete
Import/Export Settings	View, modify, create, and delete
Location	View, modify, create, and delete
Location Switching Rule	View, modify, create, and delete
Messaging Service Added in 1708	View, modify, create, delete and use
Number Range	View, modify, create, and delete
Outbound Campaign	View
Outbound Dialer	View, modify, create, and delete
Platform	View and modify
Presence Profile	View, modify, create, and delete
Queue	View
Queue Group	View
Reporting Specification	View
Reporting Group	View
Role	View, modify, create, delete
Schedule	View
Skill	View
Script	View
Statistics Settings	View and modify
System Job	View and modify
Trunk	View, modify, create, and delete Replaces Gateway as of SP08.
User	View
User Group	Modify
User Settings Template	View, modify, create, delete

Table 2. Queue Administrator -CC365 Queue Administrator
Object Type	Access Level
Audio Prompt	View, modify, create, and delete
Ad hoc Schedule	View, modify, create, and delete
Contact Center	View and modify
Channel	View and modify
Chat Prompt	View, modify, create, and delete
Calendar	View, modify, create, and delete View and modify
Disruption Event	View, modify, create, and delete
Disruption Item	View, modify, create, and delete
Disruption Set	View, modify, create, and delete
E-Mail Prompt	View, modify, create, and delete
Extension (chat, e-mail, phone, and voicemail)	View, modify, create, and delete Grant: view
Import/Export Job	View, modify, create, and delete View, modify, and create
Import/Export Settings	View, modify, create, and delete
Number Range	View
Prompt File	View, modify, create, and delete
Queue	View, modify, create, and delete Additional grant rights: serve, control contact, statistics summary, statistics details, listen to recording, manage contact history, and manage voicemail
Queue Group	View, modify, create, delete, and manage members
Reply Template Folder	View, modify, create, delete, and manage members
Role	Default roles: View, and manage rights All others: Create
Schedule	View, modify, create, delete
Skill	View, modify, create, delete
Script	View, modify, create, delete
User	View and manage rights Users in group All Users and its subgroups: View and manage rights
User Group	View and manage rights User group All Users and its users: View and manage rights

Table 3. User Administrator
Object Type	Access Level
Built-in IVRs	Additional grant rights: statistics details and statistics summary
Custom IVRs	Additional grant rights: statistics details and statistics summary
Directory Template	View, modify, create, and delete
Directory Field	View, modify, create, and delete
Directory Group	View, modify, create, and delete
Disruption Event	View, modify, create, and delete
Disruption Item	View, modify, create, and delete
Disruption Set	View, modify, create, and delete
Extension (chat, e-mail, phone, and voicemail)	View, modify, create, and delete Grant: view
Import/Export Job	View, modify, create, and delete
Import/Export Settings	View, modify, create, and delete
Monitoring Template	View, modify, create, and delete
Number Range	View
Presence Profile	View Grant: view and use
Queue	Grant: serve
Queue Group	Grant: serve
Role	View and create View, modify, and manage members (default end-user roles: CC supervisor, CC agent, expert user, office user, and monitoring administrator)
Schedule	View, modify, create, delete
Skill	View
User	View, modify, create, delete, and manage rights Additional grant rights: control contact, participate (agent), listen (agent), coach (agent), log agents in to and out of queues, statistics summary, statistics details, listen to recording, manage contact history, and manage presence In the user details view: View, modify, create, delete Certificate authentication information Authentication IDs Logon authentication information User queue setting User setting External agent setting User’s directory entry (added in SP04)
User Group	View, modify, create, delete, manage rights, and manage members
User Service	Grant: use
User Settings Template	View, modify, create, and delete

Table 4. Outbound Administrator -CC365 Outbound Administrator
Object Type	Access Level
Import/Export Job	View, modify, create and delete View, modify, and create
Import/Export Settings	View, modify, create, and delete
Outbound Call Result	View, modify, create, and delete
Outbound Call Transfer	View, modify, create, and delete
Outbound Campaign	View, modify, create, and delete Additional grant rights: use, statistics summary, statistics details and listen to recording
Outbound Customer	View, modify, create, and delete
Outbound Customer Data Fields	View, modify, create, and delete
Outbound Dialer	View
Outbound Filter	View, modify, create, and delete
Outbound Template	View, modify, create, and delete
Outbound Blocked Numbers	View, modify, create, and delete
Outbound Settings	View, modify, create, and delete
Queue	View
Scripts	View, modify, create, and delete
User	View and manage rights Own settings: modify. Users in group All Users and its subgroups: View and manage rights
User Group	View and manage rights User group All Users and its subgroups: View and manage rights
User Role	Default roles: View, and manage rights All others: Create

Table 5. IVR Administrator -CC365 IVR Administrator
Object Type	Access Level
Custom IVRs	View, modify, create, and delete Grant: additionally control contact, statistics details and statistics summary
Disruption Event	View, modify, create, and delete
Disruption Item	View, modify, create, and delete
Disruption Set	View, modify, create, and delete
Extension	Grant: view, modify, create, and delete
Extension (chat, e-mail, phone, and voicemail)	View, modify, create, and delete Grant: view
Number Range	View
User	View and manage rights Own settings: modify. Users in group All Users and its subgroups: View and manage rights
User Group	View and manage rights User group All Users and its subgroups: View and manage rights
User Role	Default roles: View, and manage rights All others: Create

Table 6. Reporting Administrator -CC365 Reporting Administrator
Object Type	Access Level
Reporting Specification	View, modify, create, and delete
Reporting Group	View, modify, create, and delete
Statistics Settings	View and modify
User	View and modify
User Group	View and manage rights User group All Users and its subgroups, and their users: View and manage rights

Table 7. Superusers
Object Type	Access Level
Ad Hoc Schedule	View, modify, create, and delete
Attachment Service	View No grant rights.
Audio Prompts	View, modify, create, and delete
Authentication Policy	View, and modify No grant rights.
Barring Group	View, modify, create, and delete
Barring Rule	View, modify, create, and delete
Built-in IVRs	View and modify Additional grant rights: contact control, statistics details and statistics summary
Calendar	View, modify, create, and delete
Callback	View, modify, and create
Callback Service	View, and modify
Certificate Authentication	Create
Channel	View and modify
Chat Prompt	View, modify, create, and delete
Chat Service	View and modify No grant rights.
Conference Service	View No grant rights.
Contact Center Object: Contact Center	View No grant rights.
Customer Consent	View, modify, create, and delete No grant rights.
Custom IVRs	View, modify, create, delete, control contact, statistics details and statistics summary
Data Protection Rule	View and modify No grant rights.
Directory Fields	View, modify, create, and delete
Directory Group	View, modify, create, and delete; Manage Members
Directory Template	View, modify, create, and delete
Disruption Event	View, modify, create, and delete
Disruption Item	View, modify, create, and delete
Disruption Set	View, modify, create, and delete
E-Mail Prompt	View, modify, create, and delete
E-Mail Server	View, modify, create, and delete No grant rights.
E-Mail Service	View No grant rights.
Extension (chat)	View, modify, create, and delete Grant: View.
Extension (e-mail, phone, and voicemail)	View, modify, create, and delete Grant: View, and modify.
External Agent Service	View No grant rights.
External Agent Service	Create
Generic Switching Rule	View, modify, create, and delete No grant rights.
Import/Export Job	View, modify, and create Grant: Additionally delete.
Import/Export Settings	View, modify, and create
IP Deskphone Service	View No grant rights.
Location	View, modify, and create
Location Switching Rule	View, modify, and create
Logon Authentication Info	Create
Messaging Service	View, modify, create, delete, and use No grant rights.
Monitoring Template	View, modify, create, and delete
Number Range	View
Outbound Blocked Numbers	View, modify, create, and delete
Outbound Call Result	View, modify, create, and delete
Outbound Call Transfer	View, modify, create, and delete
Outbound Campaign	View, modify, create, and delete Additional grant rights: use, statistics summary, statistics details and listen to recording
Outbound Customer	View, modify, create, and delete
Outbound Customer Data Fields	View, modify, create, and delete
Outbound Dialer	View, modify, create, and delete
Outbound Filter	View, modify, create, and delete
Outbound Settings	View, modify, create, and delete
Outbound Template	View, modify, create, and delete
Platform	View
Presence Profile	View, modify, create, and delete Additional grant rights: use
Presence Service	View No grant rights.
Prompt File	View, modify, create, delete
Prompt Service	View No grant rights.
Queue	View, modify, create, delete, statistics summary, and statistics details Additional grant rights: serve, control contact, listen to recording, manage contacts, and manage voicemails
Queue Group	View, modify, create, delete, manage members, control contact,statistics summary, statistics details, listen to recording, manage contacts Additional grant rights: serve and manage voicemails
Reply Template Folder	View, modify, create, delete, andf manage members,
Reporting Group	View, modify, create, delete
Reporting Specification	View, modify, create, delete
Role	View, modify, create, delete
Schedule	View, modify, create, delete
Schedule Service	View No grant rights.
Script	View, modify, create, delete
Skill	View, modify, create, delete
SMS Service	View No grant rights.
Statistics Settings	View and modify No grant rights.
User	Self: View, modify, statistics summary, and listen to recordings. No grant rights. All: Create. No grant rights.
User Group All users, user	View, modify, create, delete, manage rights, manage members, control contact, barge-in, listen to agent, coach, sign-in/out agents to queues, statistics summary, statistics details, listen to recording, manage contact history, and manage presence Grant rights to view, modify, create, and delete.
User Role CC Supervisor, CC Agent, Expert User, Office User	View, modify, create, manage rights, manage members
User Role Superusers	Manage members
User Service all	Use
User Setting	View, modify, create, delete
User Settings Template	View, modify, create, delete
User's Directory Entry	View, modify, create, delete
Voice Channel	View, modify
Voicemail Extension	View, modify, create, delete Grant rights to view, and modify.
Voicemail Service	View

End-User Roles

The tables list the access level of each end-user role.

Table 8. CC Supervisor
Object Type	Access Level
Callback	View and Modify (Added in 1911)
Directory Group	Create and view
Presence Profile	Use (default profiles)
User (Self)	View, listen to recording, and statistics summary
User Service	Use conference, Communication Desktop (CDT), phone, video, multiterminal desktop (MTD), calendar integration, instant messaging, SMS, recording, external agent, IP desk phone, Convergence, and Communication Mobile Client (CMC)

Table 9. Advanced Monitoring User
Object Type	Access Level
Built-in IVRs	Statistic details
Custom IVRs	Statistic details
User	Log agents in to and out of queues, statistics summary, statistics details, and listen to recording
Outbound Campaign	Statistic details
Queue	Serve, control contacts, statistics summary, statistics details, listen to recording, manage contact history, manage contact, and manage presence
Skill	View

Table 10. CC Agent
Object Type	Access Level
Callback	View and Modify (Added in 1911)
Directory Group	Create and view
Presence Profile	Use (default profiles)
User (Self)	View, listen to recording, and statistics summary
User Service	Use conference, Communication Desktop (CDT), phone, video, multiterminal desktop (MTD), calendar integration, instant messaging, SMS, recording, external agent, IP desk phone, Convergence, and Communication Mobile Client (CMC)

Table 11. Expert User
Object Type	Access Level
Directory Group	Create and view
Presence Profile	Use (default profiles)
User (Self)	View, listen to recording, and statistics summary
User Service	Use conference, Communication Desktop (CDT), phone, video, multiterminal desktop (MTD), calendar integration, instant messaging, SMS, recording, and external agent

Table 12. Office User
Object Type	Access Level
Directory Group	Create and view
Presence Profile	Use (default profiles)
User (Self)	Listen to recording
User Service	Use conference, Communication Desktop (CDT), phone, video, multiterminal desktop (MTD), calendar integration, instant messaging, SMS, recording, external agent, IP desk phone, Communication Mobile Client (CMC), and Convergence