In order for a user to make calls via CDESK, they must have both the Omnichannel and Omnichannel → VoIP permissions, and an assigned extension. If the ‘Only for users with an assigned extension’ option is disabled in the Top Panel tab, users with permissions but without an extension will also be able to see the panel. Configuring the integration requires authorization for global settings – view-only access is sufficient to view the settings, whilst write access is also required to save and store connection authentication details. There are no separate authorizations for 3CX – the same authorizations apply as for other VoIP providers.
| Authorization | What it controls | Default settings |
|---|---|---|
| Omnichannel | Views the omnichannel module. Without it, even VoIP won’t work. | Administrator, Operator |
| Omnichannel → VoIP | Access to the VoIP module and to making calls in CDESK. | Administrator, Operator |
| Omnichannel → VoIP → Access to third-party calls | Read (eye icon): the user can see, in the call list, calls from queues of which they are neither a member nor a follower, and from extensions outside their own queues, including recordings and the Supervisor tab. Edit (pencil icon): can also edit calls made by others. | Administrator |
| Reports → Omnichannel reports → VoIP – Call stats | Access to the Call Statistics report. | Administrator, Operator |
| Reports → Automated exports | Create and edit a report plan (including Call Stats). | Administrator |
| Requests → Access to tabs → Calls | The Calls tab in the request detail. | Administrator, Operator, Assignee |
System groups are read-only – adjust permissions at user level or within the group itself. If a user is a member of multiple groups, permission in just one of them is sufficient. Without the ‘Access to other users’ calls’ permission, an operator can view calls on their own extensions and queues where their extension is a member or observer – including calls received by a colleague in their queues. Which outstanding calls are displayed in the ‘Pending’ list is determined by the ‘Missed Calls’ settings in the ‘Top Panel’ tab. The ‘Supervisor’ tab is also accessible via the extension role in 3CX, but this does not expand the list of visible calls.
Inclusion in the CDESK licence
For the purposes of the CDESK licence, every user assigned at least one extension is counted as a VoIP user, regardless of the provider (VIPTel, Zadarma, 3CX). A user with multiple extensions is counted once; an authorization without an extension is not counted. Users are only counted when Omnichannel and VoIP are enabled, and billing is based on the maximum for the period (Omnichannel – VOIP (price per number of users with an assigned extension)).