I just discovered another issue related to this same permissions based problem with regards to call recordings, please help get this request done
Our agents can listen to everyone else’s call too. If someone has permission to call recordings (which is everyone except a ‘notifications’ user) then you have access to every agent’s call recordings, not just your own. This is normally not desirable.
A way to kill two birds with one stone here when it comes to permissions for listening to call recordings per my earlier request and this one, is by adding a check-box or selection option when assigning a role to a user that provides two options:
- This user has permission to listen to all call recordings
- This user has permission to listen to their own call recordings (default)
This way, if we give access to a company with a reporting role, they will be given a default role of “This user has permission to listen to their own call recordings”. Because the company is not an agent who has any recorded calls, they simply wont have access to any call recordings. (hence, killing two birds with one stone–my first part to this request and this one)
This fixes the issue of third-party companies listening to all our call recordings, and also allows us to not have agents listening in on other user’s calls either unless we want them to.
If adding a selection option to an existing role is a hassle, then give them an alternative which is two more roles: “Has access to all call recordings” or “Has access to their own call recordings”. If the system is built how I think it might be, then this could possibly save some UI changes.
Can we please do what it takes to get this to the top of the priority list? Assuming the developers built this system with all permissions to various functions pre-installed, this should actually be a very quick thing to do. I would say less than 48 hours to get into your testing environment. We built a massive enterprise system for our company where every piece of minor or major functionality was pre-built with the ability to add permission restrictions to it…and I would assume your programmers followed the same standards when building your system. (very common practice nowadays)
This means that it’s ready to go—that the recordings already have the ability to add or change permission restrictions. It’s just a little programming time (a day) and an interface update for the check boxes / selection option (few hours). This, should not take more than 48 hours to get on your test site for user testing. (Btw, don’t mention the timeframe I just gave you to the programmers–they hate that lol…even though it’s most likely true.)
It would add tremendous value, flexibility, and comfort to your users (us).