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            Assign Contact Center Permission Sets for Service Cloud Voice

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            Assign Contact Center Permission Sets for Service Cloud Voice

            Use permission sets to control access to your Service Cloud Voice contact center.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To assign permission sets: Assign Permission Sets

            Give at least one user, such as yourself, the admin permission set so they can set up the contact center. Give service reps a permission set so they can make and receive voice calls, listen to call recordings, and view call transcripts. Give supervisors a supervisor permission set. Each permission set includes multiple user permissions.

            1. Open the Set Up Your Contact Center page.
              1. If you set up Service Cloud Voice for Amazon Connect, from Setup, enter Amazon Setup in the Quick Find box, depending on your telephony system.
              2. If you set up Service Cloud Voice for Partner Telephony or Service Cloud Voice for Partner Telephony from Amazon Connect, from Setup, enter Partner Telephony Setup in the Quick Find box, depending on your telephony system.
            2. In the Set Up Your Contact Center section, click Assign Permissions. The Permission Sets page opens.
            3. Click a user permission.
              Telephony Model User Permission Description
              Service Cloud Voice with Amazon Connect Contact Center Admin Lets the user set up the contact center.
              Service Cloud Voice with Amazon Connect Contact Center Agent Lets the user make and receive voice calls, listen to call recordings, and view call transcripts.
              Service Cloud Voice with Partner Telephony or Service Cloud Voice with Partner Telephony from Amazon Connect Contact Center Admin (Partner Telephony) Lets the user set up the contact center.
              Service Cloud Voice with Partner Telephony or Service Cloud Voice with Partner Telephony from Amazon Connect Contact Center Agent (Partner Telephony) Lets the user make and receive voice calls, listen to call recordings, and view call transcripts.
            4. Click Manage Assignments.
            5. Click Add Assignments.
            6. Select the users that you want to assign the permission set to.
            7. Click Assign.

            After assigning permission sets, add users to your contact center.

            See Also

             
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