Permissions Tab: Agent for Salesforce Permissions

Required security profile permissions: Security Profile Edit

Integrated Softphone

Enables users to use integrated softphone with Agent for Salesforce. By default, this permission is disabled. When logging into Agent for Salesforce, agents do not see Integrated Softphone as a login option unless this permission is enabled.

Mute

Enables users to mute calls in Agent for Salesforce. By default, this permission is disabled. Agents do not see the option to mute calls unless this permission is enabled.

Record

Enables users to record calls in Agent for Salesforce. By default, this permission is disabled. Agents do not see the option to record calls unless this permission is enabled.

Mask

Enables users to mask calls in Agent for Salesforce. By default, this permission is disabled. Agents do not see the option to mask calls unless this permission is enabled.

End Call

Enables users to end calls in Agent for Salesforce. By default, this permission is disabled. Agents do not see the option to end calls unless this permission is enabled.

Create Commitments

Enables users to create commitments in Agent for Salesforce.By default, this permission is disabled. Agents do not see the option to create commitments unless this permission is enabled.