Use Cases for Roles

Let’s review a sample call flow:

The task would be to set up the access to calls in the following way:

• Sales and Support members should only have access to the calls landed in their groups;
• 103 Jasmine should only have access to her calls;
• 106 Karey should have access to all the calls of this call flow;

• 105 Leo, who is not part of this call flow, should have access to all the calls within this call flow.

  
  

To do it the right way, we should do the following:

• 100 John, 101 Peter, 102 Jessica, 104 Allie should be Agents, with the Calling group access level;
• 103 Jasmine should be an Agent, with the Personal access level;
• 106 Karey should be an Agent, with the Call flow access level;
• 105 Leo should be a Manager, with access to all calls for the business numbers +1 (213) 647-2453 and +1 (332) 213-9228.