General Access
Accounts
Permission |
Description |
Role Reseller |
Role Implementation Partner |
View |
See the “Accounts” menu entry in the “dark-blue” ribbon at the top of the page, and have the ability to search by account name or ID. |
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Users
(Not available to either the “Reseller” not the “Implementation Partner” roles)
Organizations
Permission |
Description |
Role Reseller |
Role Implementation Partner |
View |
See the “Organizations” menu entry in the “dark-blue” ribbon at the top of the page, and have access to which “Organizations” (aka Parent Accounts) you own in Talkdesk, and which accounts are under each of those Orgs |
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Express Account: Create |
Allows having access to a Call-To-Action, inside Organizations that are able to host Talkdesk Express accounts, which pops-up a form where you can trigger a new Talkdesk Express account, without having to connect to the the endpoint: https://docs.talkdesk.com/reference/instantiate-a-trial |
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Settings |
Change these settings: |
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Set Maximum Number of Licenses - Enables setting a maximum number of licenses to be converted from a trial into a paying account of Express |
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Customer Account - Basics
Agents
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Create |
Allows a user to create a new Administrator agent for a specific account. |
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Change Email |
Allows a user to change an agent’s email for a specific account. Also allows for a user to resend the invitation e-mail for unconfirmed users. |
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Change Twilio Region |
Allows a user to change an agent’s Twilio WebRTC Region for a specific account. |
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Change Role |
Allows a user to change an agent role to Administrator. |
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Reactivate |
Reactivate an inactive user |
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Agent Assist |
Allow user to use Agent Assist |
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Remove MFA |
Allows a user to remove Multi Factor Authentication from an agent’s login for a specific account. |
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Delete External ID |
Remove external IDs |
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View Raw Data |
View user raw data |
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Export |
Allow to export user(s) information |
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Impersonate: Interactive Delegation Execute |
Delegate access to an account on behalf of a user while keeping track of the original Client Services agent auditing info and permissions |
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Users
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Change Email |
Allows a user to change the user email |
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Export |
Allows a user to export the list of users |
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Billing
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Auto Recharger: Update |
Allows a user to enable/disable the account’s auto recharger feature. |
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Cost Report: Request One-time Cost Report |
Allows a user to request any previous monthly cost report from the account. |
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Cost Report: Request Schedule Cost Report |
Allows a user to schedule cost reports to be provided every month or week. |
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Cost Report: Discard Schedule Cost Report |
Allows a user to cancel a schedule cost report to be sent. |
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Credits: Add |
Allows a user to add a given amount of credits to a specific account. |
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Credits: Set |
Allows a user to set the account’s credits to a specific amount. |
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Credits: Remove |
Allows a user to remove a given amount of credits from a specific account. |
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Credits: Set Overdraft |
Allows a user to set the account’s overdraft limit to a specific amount. |
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Credits: Low Credit Notifications |
Allows a user to enable/disable low credit notifications for a specific account. |
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Lifecycle: Extend |
Allows a user to change the account’s status in Account Lifecycle, by extending in a week the time until the account transitions into the next status. |
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Lifecycle: Suspend |
Allows a user to change the account status from “Active”” into a “Suspended” status, which means users can still login, but communications have been siloed, i.e. are not possible. |
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Lifecycle: Freeze/Unfreeze |
Allows a user to change the account status into a “Freeze” / “Unfreeze” status, which means that any planned status change will be either prevented or allowed. |
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Lifecycle: Reactivate |
Allows a user to change the account status back into an “Active” status, which means communications are no longer siloed, i.e. are possible again. |
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Lifecycle: Cancel |
Allows a user to change the account status from “Suspended” into a “Canceled” status, which means users can still login, but communications have been siloed, i.e. are not possible, and can’t be unsiloed. |
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Lifecycle: Terminate |
Allows a user to change the account status from “Canceled” into a “Terminated” status, with no ability to ever reactivate this account. |
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Payment Method: Set External Payment |
Allows a user to switch the account’s payment method from Credit Card to Invoice. |
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Payment Provider: Synchronize Account |
Allows a user to synchronize a specific account with Zuora. |
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Payment Provider: Update Provider Details |
Update the provider details (account ID, account Number, and currency) |
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Pricing and Charging: Post Invoice |
Allows a user to set post invoice amendment for a specific account. |
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Pricing and Charging: Usage Based Licenses |
Allows a user to set usage-based licenses for a specific account. |
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Pricing and Charging: Update Rate Plan |
Allows a user to customize a rate plan for a specific account. |
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Pricing and Charging: Automatic Usage Charging |
Allows a user to enable automatic usage charging for a specific account. |
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Pricing and Charging: Manual Usage Charging |
Allows a user to process manual usage charging for a specific account. |
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Calls
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Entries |
Allows a user to search for a call SID |
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Timeline |
Allows a user to search by the call interaction ID |
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Contacts
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Contact: Delete |
Allows a user to delete all the contacts from a specific account. |
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Directory: View |
Access to Employee Directory page |
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Directory: Submit Job |
Allows a user to re-sync the directory providers |
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Phone Numbers
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Add VCID |
Allows a user to add a Verified Caller ID number to a specific account. |
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Add Hold Music |
Allows a user to add hold music to a single phone of a specific account. |
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Remove Hold Music |
Allows a user to remove hold music from a single phone of a specific account. |
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Enable Talkdesk SMS |
Allows a user to enable the Talkdesk SMS |
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Enable Automated Notifications |
Allows a user to enable automated notifications |
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SIP Settings |
Allows a user to perform all X-Connect and SIP related operations on a specific account’s phones. |
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View Raw Data |
Allows a user to view Phone Number raw data |
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Export |
Allows a user to export phone numbers information into a CSV file |
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Greetings
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Delete |
Allows a user to delete greetings from a specific account. |
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Global Settings
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Account Details: Update Email |
Allows a user to change an account’s email. |
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Account Details: View Raw Data |
Allows a user to view the account raw data |
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Manage Emergency Settings |
Enable Emergency calls? |
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Main Settings: Enable Hold Music |
Allows a user to enable hold music for a specific account. |
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Main Settings: Mark Voicemails Read |
Allows a user to mark all the account's voicemails as read. |
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Ring Groups: Add |
Allows a user to add ring groups to a specific account through a yaml file. |
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Ring Groups: Remove |
Allows a user to remove ring groups from a specific account. |
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Routing Settings: Enable Idle Time |
Allows a user to enable idle time |
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UC Settings: Extend Account |
Allows a user to extend a CC account to a UC-Phone account. |
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UC Settings: Set Account Number |
Allows a user to set the default UC-Phone number. |
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UC Settings: Set SIP Settings |
Allows a user to enable or disable SIP Outbound for a specific account. Also allows a user to apply specific UC providers or update them for that account. |
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Account Setup |
Ability to upload a .CSV file with pre-populated settings for account setup |
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Mobile
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Enable |
Allows a user to Enable the Mobile app |
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Delete Account Data
(Not available to either the “Reseller” not the “Implementation Partner” roles)
Import Dashboards and Reports
Permission |
Description |
Role Reseller |
Role Implementation Partner |
View |
Access to Import Dashboards and Reports page |
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Customer Account - Operations
App Connect
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Installation: Retry |
Allows a user to retry installation of an App for a specific account. |
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Installation: Remove |
Allows a user to remove installation of an App for a specific account. |
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Integrations
Permission |
Description |
Role Reseller |
Role Implementation Partner |
View |
Access to Integrations page |
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Actions API
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Executions: Details |
Access to the payload details of the actions in the Actions API list |
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Page Access: View |
Ability to see the API actions, except for the payload details |
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Phone Bulk Operations
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Copy Settings |
Allows a user to copy the settings of a single phone number to a set of phones from a specific account. |
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Ringing Timeout |
Allows a user to change the ringing timeout of a set of phones from a specific account. |
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Ringing Audio |
Allows a user to change the ringing audio of a set of phones from a specific account. |
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Add Hold Music |
Allows a user to add hold music to a set of phones from a specific account. |
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Remove Hold Music |
Allows a user to remove hold music from a set of phones from a specific account. |
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Delete |
Allows a user to delete a set of phones from a specific account. |
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Update Ring Groups |
Allows a user to update ring groups |
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Update Display Name |
Allows a user to update the phone number(s) display name |
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Add VCID |
Allows a user to update the verified caller ID |
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SMS Toll-free Verification
(Not available to either the “Reseller” not the “Implementation Partner” roles)
Agents Bulk Operations
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Create |
Allow to create users using a CSV file |
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Update Role |
Allow to update role of users using a CSV file |
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Copy Settings |
Allow to copy a user by providing their user ID |
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Update Ring Groups |
Allow to update role of users using a CSV file |
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Update Twilio Region |
Allow for Twilio Region to be update to some or all users using a CSV file |
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Port Numbers
(Not available to either the “Reseller” not the “Implementation Partner” roles)
Setup SIP Forwarding
Permission |
Description |
Role Reseller |
Role Implementation Partner |
Setup |
Allows a user to: add numbers, import IP whitelist, update Carrier, remove/add fallback settings, add and review error codes |
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Case Management
(Not available to either the “Reseller” not the “Implementation Partner” roles)
RTBF - Right To Be Forgotten
(Not available to either the “Reseller” not the “Implementation Partner” roles)