Access to the telephone is controlled by permissions, just like the other CDESK modules. The telephone icon in the top bar – and with it the entire panel containing all functions and lists – will only be viewed when two conditions are met simultaneously:
- The user has permission for the Omnichannel – VoIP module and
- the user has been assigned an extension.
If one of these is missing, the icon will not appear at all, meaning that an operator without an extension will not have access to the telephone in CDESK, even if they have the necessary authorization.
However, permission alone does not determine which calls the user will see in the panel. This is determined by the queue settings, i.e. which queues their extension is a member of – calls from queues of which they are not a member will not be displayed to them. For missed calls, this is further governed by the ‘Missed Calls List Settings’ option in the ‘Top Panel Settings’ tab, which determines whether the operator sees none, only their own and those from monitored queues, or their own and those from all queues.
Configuration in the global settings requires authorization to access global settings; without write access, the settings will be viewed but cannot be saved.
Licences
Users with an assigned extension in Zadarma are included in the quantity of licensed VoIP users. If the same user has an extension in both VIPTel and Zadarma, they are counted only once. The licence audit and the licence report for invoicing show the same quantity; the change will take effect after the next overnight run of the licence audit.