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Telephony privileges and roles

Pega Call provides various privileges that you can configure to suit your needs. The privileges are provided in the role PegaCTI:CSR. Users who use telephony must have this role added to their access group(s).

The following image shows the telephony privileges.

These privileges are set to allow or restrict the users to change the parameters on the phone login screen. The privileges are:

ChangeCTILink
To change the CTI Link used to connect to the CTI server.
ChangeExtension
To change the user's phone extension.
ChangeAgentID
To change the Agent ID used to log in to the ACD.
ChangePassword
To change the password used to log in to the ACD.
ChangeQueue
To change the ACD queue that the user logs in to.
ChangeWorkMode
To change the work mode when the user logs in.
ChangeCCTUserName
To change the user name used to connect to CCT. This option is used only for AACC CTI links.
ChangeCCTPassword
To change the password used to connect to CCT. This option is used only for AACC CTI links
HasTelephony
Indicates whether the user has access to the telephony tools in the portal. This is used by the Pega Customer Service interaction portal to determine whether to show the telephony toolbar in the portal header.

To restrict any of the above privileges for users using Pega Call, ensure that the data page is configured to load the appropriate login information from another source as explained in the above sections.
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