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.

Functionality	Workspace Privileges	Web Services Features
Voice	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	api-voice
Chat	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	api-multimedia-chat
Universal Contact Server (USC) Contacts for Voice Interactions	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	api-ucs-voice
Email	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	api-multimedia-email
Facebook	privilege.facebook-session.can-use -- This one was missing in the config guide, so I added it from [here]. 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	api-multimedia-facebook
Instant Messaging	privilege.im.can-use	api-voice-instant-messaging
Twitter	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	api-multimedia-twitter
WebRTC	privilege.web-rtc.can-use	api-devices-webrtc api-voice
Workitems	privilege.workitem.can-use -- I think this one is an internal option	api-multimedia-workitem
Supervisor * ()	privilege.myagents.can-use	api-supervisor-agent-control

* — You must also make sure to set make sure to set the statisticsMonitorMultimediaChannelStates option to true in the server-settings.yaml file so that My Agents has states for multimedia channels.