Enabling Features and Privileges

To enable functionality in Workspace Web Edition, you must enable any related Workspace privileges for that particular functionality. You'll also need to make sure your Web Services installation also has any features related to the desired functionality enabled.

Check out the topics below for details about the privileges and features you need to enable for specific Workspace Web Edition functionality:

Voice

WWE Privileges

• privilege.voice.can-use
• privilege.voicemail.can-use
• privilege.outbound.can-use
• privilege.teamlead.can-use
• privilege.teamlead.can-monitor-voice
• privilege.teamlead.can-coach-voice

Web Services Feature

• api-voice

Chat

WWE Privileges

• privilege.chat.can-use
• privilege.teamlead.can-use
• privilege.teamlead.can-monitor-chat
• privilege.teamlead.can-coach-chat
• privilege.SRL.can-use
• privilege.contact.can-use
• privilege.contact.can-use-assign-contact
• privilege.contact.can-use-contact-directory
• privilege.contact.can-use-contact-history
• privilege.contact.can-use-contact-history-case-data
• privilege.contact.can-use-contact-history-detail
• privilege.contact.can-use-contact-history-notepad
• privilege.contact.can-use-contact-information
• privilege.contact.can-use-contact-myhistory
• privilege.contact.can-use-interaction-notepad
• privilege.contact.can-use-save-contact

Web Services Feature

• api-multimedia-chat

Voice - Universal Contact Server (USC) Contacts

WWE Privileges

• privilege.SRL.can-use
• privilege.contact.can-use
• privilege.contact.can-use-assign-contact
• privilege.contact.can-use-contact-directory
• privilege.contact.can-use-contact-history
• privilege.contact.can-use-contact-history-case-data
• privilege.contact.can-use-contact-history-detail
• privilege.contact.can-use-contact-history-notepad
• privilege.contact.can-use-contact-information
• privilege.contact.can-use-contact-myhistory
• privilege.contact.can-use-interaction-notepad
• privilege.contact.can-use-save-contact

Web Services Feature

• api-ucs-voice

Email

WWE Privileges

• privilege.email.can-use
• privilege.workbins.can-use
• privilege.my-team-workbins.can-use
• privilege.interaction-management.can-use
• privilege.SRL.can-use
• privilege.dashboard.open-media.can-use -- I think this one is an internal option
• privilege.contact.can-use
• privilege.contact.can-use-assign-contact
• privilege.contact.can-use-contact-directory
• privilege.contact.can-use-contact-history
• privilege.contact.can-use-contact-history-case-data
• privilege.contact.can-use-contact-history-detail
• privilege.contact.can-use-contact-history-notepad
• privilege.contact.can-use-contact-information
• privilege.contact.can-use-contact-myhistory
• privilege.contact.can-use-interaction-notepad
• privilege.contact.can-use-save-contact

Web Services Feature

• api-multimedia-email

Facebook

WWE Privileges

• privilege.facebook-session.can-use -- This one was missing in the config guide, so I added it.
• privilege.facebook.can-use
• privilege.SRL.can-use
• privilege.contact.can-use
• privilege.contact.can-use-assign-contact
• privilege.contact.can-use-contact-directory
• privilege.contact.can-use-contact-history
• privilege.contact.can-use-contact-history-case-data
• privilege.contact.can-use-contact-history-detail
• privilege.contact.can-use-contact-history-notepad
• privilege.contact.can-use-contact-information
• privilege.contact.can-use-contact-myhistory
• privilege.contact.can-use-interaction-notepad
• privilege.contact.can-use-save-contact

Web Services Feature

• api-multimedia-facebook

Instant Messaging

WWE Privileges

• privilege.im.can-use

Web Services Feature

• api-voice-instant-messaging

Twitter

WWE Privileges

• privilege.twitter.can-use
• privilege.SRL.can-use
• privilege.contact.can-use
• privilege.contact.can-use-assign-contact
• privilege.contact.can-use-contact-directory
• privilege.contact.can-use-contact-history
• privilege.contact.can-use-contact-history-case-data
• privilege.contact.can-use-contact-history-detail
• privilege.contact.can-use-contact-history-notepad
• privilege.contact.can-use-contact-information
• privilege.contact.can-use-contact-myhistory
• privilege.contact.can-use-interaction-notepad
• privilege.contact.can-use-save-contact

Web Services Feature

• api-multimedia-twitter

WebRTC

WWE Privileges

• privilege.web-rtc.can-use

Web Services Features

• api-devices-webrtc
• api-voice feature

Workitems

WWE Privileges

• privilege.workitem.can-use -- I think this one is an internal option

Web Services Feature

• api-multimedia-workitem

Supervisor

Without this, the supervisor cannot change the state of agents

WWE Privileges

• privilege.myagents.can-use

Web Services Feature

• api-supervisor-agent-control

Web Services Server Setting

In order for My Agents to have states for multimedia channels, make sure to set the statisticsMonitorMultimediaChannelStates option to true in the server-settings.yaml file.