Permissions Definitions

Please see Permissions or Getting Started with HUD for information on how to setup permissions.

User Permissions

HUD -- Transfer call from my extension: Whether or not the user has the ability to transfer calls from their extension using the drag and drop features in the HUD interface.

HUD -- Transfer call to my extension: Whether or not the user has the ability to transfer calls to their extension from someone else's extension using the drag and drop features in the HUD interface.

HUD 3.5 -- Transfer call to mobile: Allows user to transfer call to own mobile

Requires: Call Center Agent.
HUD -- Record my calls: Whether or not the user has the ability to record their own calls in the HUD interface.

Note: ACD* permissions are applicable only to Call Center or higher, or users with Call Center Agent licenses.  *-(Automatic Call Distribution)
ACD -- Add queue: Whether or not the user has the ability to add new queues within the Advanced Call Distribution interface. This should only be given to manager or admin level users.

ACD -- Clear queue stats: Whether or not the user has the ability to clear queue stats within the Advanced Call Distribution interface.

ACD -- Delete my recorded calls: Whether or not the user has the ability to delete their own recorded calls under the Advanced Call Distribution interface through their user panel.

ACD -- Delete others' recorded calls: Whether or not the user has the ability to delete recorded calls for other extensions. This should only be given to manager or admin level users.

ACD -- Delete queue: Whether or not the user has the ability to delete ACD queues. This should only be given to manager or admin level users.

ACD -- Edit queue: Whether or not the user has the ability to edit ACD queue settings (queue type, ring duration, etc). This should only be given to manager or admin level users.

ACD -- Listen to my recorded calls: Whether or not the user has the ability to listen to their own extension’s recorded calls.

ACD -- Listen to others' recorded calls: Whether or not the user has the ability to listen to other extensions' recorded calls. This should only be given to manager or admin level users.

ACD -- Login/out all agents: Whether or not the user has the ability to login or logout other ACD users from their User panel under the ACD: View queues tab. This should only be given to manager or admin level users.

ACD -- Press-to-accept: Whether or not the user has the ability to control the setting for ACD press-to-accept.

ACD -- Queue Auto-logoff: Whether or not the user has the ability to control the setting for ACD press-to-accept.

ACD -- Queue Ignore-if-busy: Whether or not the user has the ability to control the setting for ACD press-to-accept.

ACD -- Record my calls: Whether or not the user has the ability to schedule automatic recording of their own inbound queue calls via their User Panel.

ACD -- Record others' calls: Whether or not the user has the ability to schedule automatic recording of other employees' inbound queue calls. This should only be given to manager or admin level users.

ACD -- View queues: Whether or not the user has the ability to view queues in the ACD interface.  The view queues display shows the statistics of Completed and Abandoned calls, the number of callers holding, and the members of a queue.

ACD -- View reports: Whether or not the user has the ability to view reports in the ACD interface.  The user will be able to run any report available under the ACD --> report tab.

EXT -- Call forwarding: Whether or not the user has the ability to forward their calls in the user control panel.

EXT -- Set ring seconds: Whether or not the user has the ability to change the number of seconds for their extension to ring in the user control panel (defaults to 20 seconds).

PBXtra -- View Reporting: Whether or not the user has the ability to view reports in the call log interface.

VM -- Disable voicemail: Whether or not the user has the ability to enable/disable voicemail for their extension in the user control panel.

VM -- Email attachments: Whether or not the user has the ability to enable/disable email attachments for their extension in the user control panel.

(deprecated) Requires: Unified Agent Edition.

HUD 3.5 -- View UAE details in desktop alerts: Allows user to see UAE information about a customer in HUD's "My Extension" area and desktop alerts

Group Permissions

Requires: Call Center Agent license.
HUD -- Barge: Whether or not users in this group can barge/monitor/whisper calls using HUD in the groups specified in the “Current Groups” under Group Permissions

Requires: Call Center Agent license.
HUD -- Change agent login status: Whether or not users in this group can change agent login status for themselves and other users using HUD in the groups specified in the “Current Groups” under Group Permissions

Requires: Call Center Agent license.
HUD -- Record others' calls: Whether or not users in this group can change agent login status using HUD in the groups specified in the “Current Groups” under Group Permissions

Requires: Call Center Agent license.
HUD -- See agent login status: Whether or not users in this group can see another agent's login status using HUD in the groups specified in the “Current Groups” under Group Permissions

HUD -- See other's call details: Whether or not users in this group can see other extensions’ call details using HUD in the groups specified in the “Current Groups” under Group Permissions.  This permission displays the Caller ID information of the outside caller.  Restrict this permission from subordinates to superiors.  An accounting rep shouldn't be able to see the Caller ID of the person talking to the CEO for example, but the reverse should be allowed.

HUD -- See other's call state: Whether or not users in this group can see other extensions’ call states using HUD in the groups specified in the “Current Groups” under Group Permissions.  This permission enables the user to see the color-coded call states of other employees.  This does NOT enable call details like the Caller ID information of outside callers.

HUD -- See others' extensions: Whether or not users in this group can see other extensions using HUD in the groups specified in the “Current Groups” under Group Permissions.  This permission controls whether or not the contact blocks of other employees are displayed.  No call state information will be shown unless the appropriate permissions are enabled (see above).

HUD -- Transfer call from others' extensions: Whether or not users in this group can transfer calls from other extensions using HUD in the groups specified in the “Current Groups” under Group Permissions

HUD -- Transfer call to others' extensions: Whether or not users in this group can transfer calls to other extensions using HUD in the groups specified in the “Current Groups” under Group Permissions

HUD -- Transfer call to VM: Whether or not users in this group can transfer calls to the voicemail of other extensions (or their own) using HUD in the groups specified in the “Current Groups” under Group Permissions

HUD 3.5 -- Block chat initiation: Disable members of a group ability to initiate a chat with members from other groups

HUD 3.5 -- Transfer call to other's mobile: Allows user to transfer call to another user's mobile

PBXtra -- Group Intercom: Whether or not users in this group can intercom the groups specified in the “Current Groups” under Group Permissions

PBXtra -- Group Page: Whether or not users in this group can page the groups specified in the “Current Groups” under Group Permissions

PBXtra -- Group Voicemail: Whether or not users in this group can leave a group voicemail for the groups specified in the “Current Groups” under Group Permissions

PBXtra -- Individual Intercom: Whether or not users in this group can intercom specific users in the groups specified in the “Current Groups” under Group Permissions

(deprecated) Requires: Unified Agent Edition.

HUD 3.5 -- View others' UAE details: Allows user to see UAE information about a customer in other users' contact info

De-dupe: Permissions Definitions