Agent Voice Permissions

You can control which Agents have access to Voice by going to Admin > Voice > Agents Voice.

Use the toggle to enable Voice permissions for individual Agents, or if you want to allow Voice for all Agents, you can simply press Toggle all.

Additional Voice Permissions

In this area, you are also able to control:

• Allow outbound calls - choose whether each Agent is allowed to make outbound calls
• Allow use forwarding - choose whether each Agent is allowed to use Call Forwarding to a number outside of the helpdesk e.g. a mobile or desk phone.
• Agent Voicemail Timeout - set how long (in seconds) agents have to answer a call, before it goes to voicemail. This setting only applies to calls made directly to an Agent target or to an Agent's personal extension, not for Queues which have their own settings.
• Default department for Agent calls - for calls made directly to a specific Agent, choose which department the Voice tickets are automatically assigned to. If no department is selected here, the helpdesk default will be used. (The helpdesk default is set in Admin > Tickets > Departments - under 'Default Departments', the Agent default will be used).

Deleting Voice Recordings & Messages from Tickets

Please note to grant agents the ability to permanently delete Voice recordings & messages from tickets. The relevant permissions can be found in Admin > Agent > Agents > Permissions > Tickets. You can set whether agents can delete Voice recordings & messages on their own/team's, followed, unassigned or other's tickets.