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How can a member of the call queue access his/her incoming and outgoing call recordings without having admin privileges?

Tags: call queues, call recordings

Aug 25, 2017 at 8:08am • 3 replies • 0 likes

s2s

Right now, it appears that they can only access their outgoing calls. The only way they can access their incoming calls (via the call queue) is to give them admin access which opens a whole can of other access issues. Any other options? It seems counter-intuitive that customer service folks can't access their own calls.

3 Answers

jared answered on Jul 29, 2020 at 8:43pm

Hey Rye,
We don't know of any future plans for this. You can always submit a feature request here.

rye answered on Jun 26, 2018 at 8:11am

Are the developers considering this option to be included in future updates? For user extensions to view/access call recordings originating from a call queue?

jen answered on Aug 25, 2017 at 12:18pm

Currently there is no way to specify which call logs a user can view. It would either be all logs for all users, or just their extension.

The only way for a user to see calls / call logs that are not their own, is to have some kind of Admin privileges.

If you have a Premium or Ultimate account, you could create a custom role and give it the standard role permissions, plus "User Call Log - Full Access" permission, and then the users with that role would be able to see all call logs (and call recordings).

*If your account is Standard level, the closest role would be Manager.

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