Updated: 24 January, 2020*
Category: Infrastructure, Informational
Summary: To support more flexible configurations, PureCloud will be adding permission requirements for interaction routing. In order to be considered for routing, an agent must be assigned a permission corresponding to the interaction's media type. The following permissions will be used:
| Media Type | Permission Required |
|---|---|
| Voice | Conversation > Call > Accept |
| Conversation > Email > Accept | |
| Webchat | Conversation > Webchat > Accept |
| Messaging/SMS | Conversation > Message > Accept |
| Callback | Conversation > Callback > Accept |
Jira ticket: PURE-2739
Context: This change gives customers more control over interaction routing. It also gives PureCloud the ability to offer "a la carte" functionality, allowing customers to choose which PureCloud features they use.
Impact: Before making this change, PureCloud will automatically add the permissions to any role that contains the permission Routing > Agent > OnQueue. This will ensure that no agents will lose the ability to be receive interactions. After the change, organization administrators may choose to remove permission for various media types from their agents, depending on their organization's needs.
Date of Change: No sooner than Feb 26, 2020
*Update 24 January 2020:
1. Permission verb changed from "view" to "accept" for all media types listed.
2. Callback media type and required permission added.