Managing Roles and Permissions

CINNOX lets Staff administrators assign different roles to Staff members. Depending on the roles or teams, the Staff members will have different data scopes, e.g., levels of access to data within your CINNOX service and different permissions when using the CINNOX features.

The staff administrator can use the staff default roles and data access levels to assign tasks to staff members or create custom roles.

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CINNOX Roles and Permissions

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Please be aware that Managing Roles & Permissions are advanced settings in your CINNOX Service, and you understand their risks. Any changes you make may affect the activities of your staff members.

 

Data Access Level

CINNOX allocated the data access level for the Staff default roles accordingly.
It would be best if you assigned the Data Access Level when creating a Custom Role.

RoleData Access Level
FullA staff member can access FULL and ALL account data for your service.
DepartmentDepartments are distinct functional units within a company, each with its specific responsibilities and areas of focus.
A Staff can access ALL data in the DEPARTMENT to which they belong.
A department can be a Sales Unit, R&D, Product Management, Product Development, Finance, Marketing and others.
RestrictedA Staff can only access their data.

 

Default Roles

The table below shows the Staff default roles and their corresponding data access level in the service.

RoleData Access Level
AdministratorFull
SupervisorDepartment
AgentRestricted

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The Staff with the Leader and Manager roles have been changed to Supervisor.

 

Feature Permissions

The table below shows the permission and describes what action it will grant to the feature.

PermissionDescription
EnabledA Staff can use the feature. It applies mainly to Calling & Messaging, Recording and Plan features.
ViewA Staff can see or read contents displayed on their Dashboard or App. It applies mainly to Contacts, Campaigns, Reports and Storage.
EditStaff can modify or overwrite the contents displayed on their Dashboard or App. It applies mainly to Contacts, Campaigns, Channels and Service settings.
DownloadA Staff can save an offline copy of the contents displayed on their Dashboard or App. It applies mainly to Campaigns and Reports.
DeleteA Staff can save an offline copy of the contents displayed on their Dashboard or App. It applies mainly to Campaigns and Reports.
ApproveA staff member can approve or reject the submitted task or an item another member made. It applies to sending Campaigns.

 

Features and Permissions to the Staff Default Roles

The table below shows the CINNOX Features available to the Staff - Default Roles and the corresponding Permissions.

FeatureAdministratorSupervisorAgentRemarks

Calling & Messaging

Make and transfer On-net CallsEnabledEnabledEnabledOn-net calls within the CINNOX web or mobile app
Make and transfer Off-net CallsEnabledEnabledEnabledOff-net calls to a landline or mobile phone using CINNOX.
Make Conference CallEnabledEnabledEnabled
Make Video calls and Screen SharingEnabledEnabledEnabledIt will also allow Staff to make and transfer On-net calls.
Send SMSEnabledEnabledEnabled
Create Space (Group Chat)EnabledEnabledEnabled
Forward CallEnabledEnabledEnabled
Use Personal Number as Caller and Sender IDEnabledEnabledEnabled

Recording & Transcription

Record CallEnabledEnabledEnabledWhen the call recording preference is "Manual", Staff can press "Record" to record their call.
Access Recording File & Transcript FileView, DownloadView, DownloadView, Download
Manage Recording & TranscriptView, Edit

Enquiry

Access Enquiry OverviewViewViewView
Join & Take Over EnquiryEnabledEnabledIt will also allow Staff to access the Enquiry Overview page.

Channel

Widget
Manage Directory ChannelView, Edit, Delete
Manage Widget InstallationView, Edit
Customise WidgetView, Edit
Manage Visitor FormView, Edit
Number
Manage NumberView, Edit, DeleteManage Numbers include Virtual Numbers, Service Numbers and Alphanumeric Sender ID management.
Manage PromptView, Edit, Delete, Download
Social
Manage Social ChannelView, Edit, Delete
Email
Manage Email ChannelView, Edit, Delete
Third Party Channel
Manage Third Party ChannelView, Edit, Delete
Destination
Manage DestinationView, Edit, DeleteIt will allow Staff to view the Destination page when any of the Channel's permission access is enabled.

Contact

Manage External ContactView, Edit, Delete, DownloadView, Edit, Delete, DownloadView, Edit, Delete
Manage External Contact Custom FieldView, Edit, Delete

Campaign

Manage Smart Messaging (SMS Campaign)View, Edit, Delete, Download, ApproveView, Edit, Delete, Download, ApproveView, Edit, Delete, Download
Create Smart Calling (Call Campaign)EnabledEnabledEnabled

Tools & Automation

Manage WorkflowView, Edit, Delete
Manage LabelView, Edit, DeleteView, Edit, DeleteEdit
Manage Auto Close EnquiryView, EditView
Manage Public Canned ResponseView, Edit, Delete, Download
Manage Data SourceView, Edit, Delete, Download

Report

Access DashboardViewViewView
Access Enquiry ReportView, DownloadView, DownloadView
Access Call ReportView, DownloadView, DownloadView
Access Conference ReportView, DownloadView, DownloadView
Access Chat ReportView, DownloadView, DownloadView
Access SMS ReportView, DownloadView, DownloadView
Access Visitor ReportView, DownloadView, DownloadView
Access Staff ReportView, DownloadView, DownloadView

Storage

Manage StorageView, Delete

Organisation

Manage Staff (Internal Contact)View, Edit, DeleteView
Manage TeamView, Edit, Delete

Security

Manage Login AuthenticationView, Edit, Delete
Access Audit LogView, Download

Plan

Access Plan Monitoring, Company Profile, Marketplace, Invoice / Receipt and Rate TableEnabledEnabled

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When creating a new Custom Role, you can manage what features and permissions you should assign to the new role accordingly.

 

Custom Roles

Creating a Custom Role

Staff administrators can create custom roles based on any default roles and data scope available in CINNOX to align with their organisation's requirements.

To create a new custom role:

  • Go to Administration > Organisation > Roles and Permissions.
  • Under Custom Roles, click the Create Role button at the right side of the page.
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  • Enter the Role Name you must create in the pop-up window.
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  • Select a data access level for the new custom role on the Data Scope dropdown box.
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  • Select a role close to the new custom role you must create as the base on the Roles & Permissions dropdown box.
  • Click on Next.
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  • On the Create Role page, scroll down and tick or untick the checkboxes next to the features and permissions. You may use the Quick Access links on the right side of the page to jump to specific sections of the features list.

    • If you wish to undo all your changes in the permissions settings, click on Reset Settings.
    • If you want to edit the Role Name and Data Scope you previously entered, click on Edit under each of these details on the lower-right side of the screen.
  • Click on Create. CINNOX will automatically save this new role and redirect you to the role's details page, where you can edit its Feature Permissions and assign Staff members.

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Viewing and Editing a Custom Role

To view and edit a Custom Role:

  • Go to Administration > Organisation > Roles and Permissions.
  • Under Custom Roles, find and click for a custom role you want to view.
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The Feature Permissions for the selected Custom Role details page appear.

  • Click Edit Permissions to modify the feature and permission of the custom role.
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Role details

  • On the page that will appear, scroll down through and tick or untick the checkboxes next to the features and permissions. You may use the Quick Access links on the right side of the page to jump to specific sections of the features list.
    • If you wish to undo all your changes in the permissions settings, click on Reset Settings.
    • If you wish to edit the Role Name and Data Scope, click on Edit under each of these details on the lower-right side of the screen.
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  • Click on Save. A pop-up message will appear, "This action will immediately affect staff with this role and cannot be undone." I am asking you to confirm the changes.
  • You can add a note for the change, but it is optional, then click on Continue.
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You can only edit the permission settings of custom roles. CINNOX Default roles cannot be edited.

 

Deleting a Custom Role

To delete a Role:

  • Go to Administration > Organisation > Roles and Permissions.
  • Under Custom Roles, go to the custom role you wish to delete, but ensure no staff member is assigned to it. Otherwise, you have to re-assign the Staff to a new role first.
  • Click on the trash icon on the right. A pop-up message will appear asking for confirmation of the action.
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  • Click on Delete. The created custom role will be removed from the list.
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You can only delete created custom roles. CINNOX Default roles cannot be deleted.

 

Assign Role to Staff

Assigning a Role to a New Staff Member

To assign a role to a new Staff member, refer to the Staff Management section of this Guide.

 

Re-assigning a Role to an existing Staff Member

A Staff administrator can assign existing Staff members new roles by adding them to a newly-created role or moving them out of an existing one.

To add a Staff Member to a new Role:

  • Go to Administration > Organisation > Roles and Permissions.
  • Click on any of the listed default roles under Default Roles or on any of the custom roles listed under Custom Roles.
  • On the details page under Custom Roles, click on Assign Staff Member.
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  • On the pop-up window that will appear, scroll down through or search for the Staff member you wish to add, then tick the checkbox beside their name.
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  • Enter an optional Change Note, then click on Assign. The Staff member will then be added to this new role and removed from their previous one.

To transfer a Staff Member from an existing Role:

  • Go to Administration > Organisation > Roles and Permissions.
  • Click on any of the listed default roles under Default Roles or on any of the custom roles listed under Custom Roles.
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  • On the details page that will appear, under Custom Roles, find the Staff members you wish to assign to another Role, tick the checkboxes beside their names, then click on Assign Other Role.
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  • Select the new role you wish to assign to the Staff members in the pop-up window.
  • Enter Change Note but optional, then click on Assign.
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The Staff member will then be removed from the current role and added to the new one.