Enabling Privileges and Features

To enable functionality like media channels and supervisor capabilities in Workspace Web Edition, you typically need to enable related Workspace privileges and Web Services features.

Check out the sections below for details about which privileges and features you should enable for a given task or functionality:

Voice

Workspace 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

Workspace 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

Universal Contact Server (USC) Contacts for Voice Interactions

Workspace 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

Workspace 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

Workspace Privileges

• privilege.facebook-session.can-use -- This one was missing in the config guide, so I added it from here http://internalwiki.us.int.genesyslab.com/dev_teams/index.php/Workspace_Web_Edition_-_Options#privilege.facebook-session.can-use. Note that the description is the same as the description for privilege.facebook.can-use.
• 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

Workspace Privileges

• privilege.im.can-use

Web Services Feature

• api-voice-instant-messaging

Twitter

Workspace 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

Workspace Privileges

• privilege.web-rtc.can-use

Web Services Features

• api-devices-webrtc
• api-voice

Workitems

Workspace Privileges

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

Web Services Feature

• api-multimedia-workitem

Supervisor

You need these settings to enable supervisors to manage their agents states.

Workspace 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.