Managing Roles and Permissions

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

Staff administrators can use the default roles and data scope in CINNOX or create their custom roles.

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CINNOX Roles and Permissions

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Please be aware that you are doing some advanced settings, and you understand the risks behind them. Any changes in the settings may affect the activities of your staff members.

 

Roles and Data Access Level

The following default roles and their corresponding data scope are available in CINNOX:

RoleData Access Level
AdministratorFull
ManagerDepartment
LeaderTeam
AgentRestricted

The Data Access Level is defined as follows:

  • Full: Staff members can access all account data
  • Department: Staff members can access all data in the Department they belong to and its teams
  • Team: Staff members can access all data in the Team they belong to
  • Restricted: Staff members can only access individual data

 

Feature Permissions

Depending on their role, Staff members may have any of the following permissions to CINNOX features:

  • Enabled: the Staff member can use the feature. This applies mostly to call and chat features in CINNOX.
  • View: the Staff member can see or read contents displayed on their Dashboard or App. This applies mostly to reports and campaigns.
  • Edit: the Staff member can modify or overwrite the contents displayed on their Dashboard or App. This applies mostly to campaigns and account and service settings.
  • Download: the Staff member can save an offline copy of the contents displayed on their Dashboard or App. This applies mostly to reports and campaigns.
  • Delete: the Staff member can remove the contents displayed on their Dashboard or App. This applies mostly to contacts and service settings.
  • Approve: the Staff member can approve or deny a submission or process done by another Staff member. This applies to campaigns only.

Below is a summary of CINNOX features available for Staff members and the corresponding permissions according to their roles:

FeatureAdministratorManagerLeaderAgent
Permission Controls
Permission SettingsEnabled
Administration Permissions
TeamsView, Edit, Delete
Widget AppearanceView, Edit
Widget InstallationView, Edit
Visitor FormsView, Edit
Service NumbersView, Edit, Delete
StorageView, Delete
Recording & Transcript ManagementView, Edit
Destination ManagementView, Edit, Delete
Directory ManagementView, Edit, Delete
Virtual Number ManagementView, Edit
Social ManagementView, Edit, Delete
Email Channel ManagementView, Edit, Delete
Third Party Channel ManagementView, Edit, Delete
Login AuthenticationView, Edit, Delete
Label ManagementView, Edit, Delete
Auto Close Enquiry ManagementView, Edit
Prompt ManagementView, Edit, Delete, Download
Contact Custom Field ManagementView, Edit, Delete
Workflow ManagementView, Edit, Delete
Public Canned Response ManagementView, Edit, Delete, Download
Reporting and Monitoring
Enquiry ReportView, DownloadView, DownloadView, DownloadView
Call ReportView, DownloadView, DownloadView, DownloadView
Chat ReportView, DownloadView, DownloadView, DownloadView
SMS ReportView, DownloadView, DownloadView, DownloadView
Visitor ReportView, DownloadView, DownloadView, DownloadView
Staff ReportView, DownloadView, DownloadView, DownloadView
Conference ReportView, DownloadView, DownloadView, DownloadView
Enquiry OverviewViewViewViewView
Audit LogView, Download
Communication
On-net CallEnabledEnabledEnabledEnabled
Off-net CallEnabledEnabledEnabledEnabled
Send SMSEnabledEnabledEnabledEnabled
Conference CallEnabledEnabledEnabledEnabled
Video Call and Screen SharingEnabledEnabledEnabledEnabled
Call RecordingEnabledEnabledEnabledEnabled
Call Recording File & Transcript FileViewViewViewView
Conference Recording File & Transcript FileViewViewViewView
Call ForwardingView, EditView, EditView, EditView, edit
Personal Number as Caller IDView, Edit, DeleteView, Edit, DeleteView, Edit, DeleteView, Edit, Delete
Campaign Permissions
SMS CampaignView, Edit, Delete, Download, ApproveView, Edit, Delete, Download, ApproveView, Edit, Delete, Download, ApproveView, Edit, Delete, Download
Smart Call CampaignEnabledEnabledEnabledEnabled
Contact Permissions
Internal ContactsView, Edit, DeleteViewView
External ContactsView, Edit, Delete, DownloadView, Edit, Delete, DownloadView, Edit, Delete, DownloadView, Edit, Delete
Plan
Monitoring, Company Profile, Marketplace, Invoice & Rate TableEnabledEnabled
Administration Permissions
Label ManagementView, Edit, DeleteView, Edit, Delete
Auto Close Enquiry ManagementViewView

 

Creating Custom Roles

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

To create a new custom role:

  • From the navigation menu, go to Administration > Organization > Roles and Permissions.
  • Under Custom Roles, click on the Create Role button at the right side of the page.
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  • On the pop-up window that will appear, type in the Role Name for the role you wish to create.
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  • On the Data Scope dropdown box, select a default role closest to your requirements.
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  • 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.
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  • Click on Create. CINNOX will automatically save this new role and will redirect you to the role’s details page where you can edit its Feature Permissions and assign Staff members to it.
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Viewing and Editing Roles

To view a Role’s details:

  • From the navigation menu, go to Administration > Organization > 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.

The following information will be displayed on the page that will appear:

  • Feature Permissions
  • Custom Roles
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Role details

To edit a Role’s Permissions Settings:

  • From the navigation menu, go to Administration > Organization > Roles and Permissions.
  • Under Custom Roles, click on the custom role you wish to edit or click on the gear icon on the right.
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  • On the details page that will appear, under Feature Permissions, click on Edit Permissions.
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  • 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, asking you to confirm the changes.
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  • Enter an optional Change Note, then click on Assign.
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You can only edit the permission settings of custom roles. Default roles available in CINNOX cannot be edited.

 

Deleting Roles

To delete a Role:

  • From the navigation menu, go to Administration > Organization > Roles and Permissions.
  • Under Custom Roles, go to the custom role you wish to delete and click on the trash icon on the right. A pop-up message will appear, asking to confirm the action.
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  • Click on Delete. The custom role will be removed from the Role List.
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You can only delete custom roles. Default roles available in CINNOX cannot be deleted.

 

Assigning Roles to New Staff Members

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

 

Reassigning Roles to Staff Members

Staff administrators 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:

  • From the navigation menu, go to Administration > Organization > 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 that will appear, under Custom Roles, click on Assign Staff Member(s).
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  • On the pop-window that will appear, scroll down through or search for the Staff member you wish to add, then tick on 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:

  • From the navigation menu, go to Administration > Organization > 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 that will appear, under Custom Roles, scroll down through or search for the Staff member(s) you wish to assign to another Role, tick on the checkboxes beside their name(s), then click on Assign Other Role
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  • On the pop-window that will appear, on Role Name dropdown box, select the new role you wish to assign to the Staff member(s).
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  • Enter an optional Change Note, then click on Assign. The Staff member(s) will then be removed from this current Role and will be added to the new one.
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