Course Content - Intermediate 2.2
Extension Groups and Rights
Welcome to the online training series from 3CX. This module will focus on the various settings which are available for an extension group and the various rights which are available.
We will be focussing on the control an extension can exercise over other extensions, by way of Extension Groups and Extension Rights.
We will create various groups on the PBX, specifically, extension groups. They will be used to provide different extension rights on a per group basis.
We will then assign users to these groups. Depending on their group membership, the rights will be different.
Within the group we will define the different access rights they have. There are two types of distinct roles in the extension groups..
We will see the different rights which are available and we will assign these to the extensions within the groups.
We will also see how you can delegate access to the management console, to allow users to configure their own extension, or configure other extensions as well as giving them access to admin settings.
In Version 15.5, the configuration of extension groups can be found in the “Groups” page.
Create groups, to represent the departments of the company. You will have a different Group for each department. For example : Support, IT, Management, Sales, Accounts, Marketing, and Legal
The Users (the Extensions that is) will then be added to these groups. An extension can be a member of more than one extension group. For example a support engineer can be a member of the Support group, as well as being a member of the IT group. A member of the Sales group can also be a member of the Marketing group.
An extension will be able to see the other extensions in their groups, and will also be able to perform some actions to these extensions.
A group’s rights are split into 2 distinct roles. The Manager role and the User role. Based on the relevant rights each extension will have, they be defined as either a manager or user in the group, and they can perform different preset functions.
As an extension can be part of multiple extension groups, it can have Manager rights in one group but User rights in another.
The rights which are available to the extensions can be separated into 3 distinct categories:
- The first category is Management Rights.
- The Manage Phonebook right allows an extension to Add, Remove and Edit contacts to the company phonebook, which will be seen by everyone.
- The IVR Control right allows an extension to manipulate calls which are in a Digital Receptionist and not just to be able to see the calls in the Digital Receptionist.
- The second category is the Presence Rights.
- There are 4 options for the presence rights. 2 of the options are for showing, or sending the presence and active calls of the extension. The other two are the ability of the extension to see the presence of other extensions and their active calls. In order for an extension to see a particular extension’s status or calls, the extension in question which will be monitored, will need to send this information.
- Last, we have the action rights category, which will allow an extension to perform certain functions over other extensions. In order to use these, you will need to assign the presence rights to be able to see the other users’ and their active calls. These actions are:
- Parking. In Module 2.1 - Extension Settings, we saw the BLF configuration and the ability to configure shared parking. In order to see, and use, the shared parking functionality on a 3CX client, you will need to have the “Can Park Calls” option selected in the rights for the extension.
- Intercom. In order to be able to intercom from one extension to another, the extension will need to have the Intercom rights. This is the right given to the extension performing the intercom and not the extension receiving. If this option is not selected, the extension which would receive the intercom, would ring, like a normal call, if the right is not given to the paging extension.
- Call manipulation rights are the Divert, Transfer and Taking of calls from within the switchboard of the 3CX client for windows, or the 3CX Web client.
- Diverting a call will allow you divert the call to another extension,when it is in the ringing phase.
- Transfer will allow you to transfer an active call between two extensions, to another extension.
- Pickup will allow you to pickup a ringing call. This call will be diverted to your extension.
- And let me introduce you to the receptionist features, which are now available within the 3CX web Client.
- A receptionist will now be able to change the status of another extension, for example, in the case where a colleague for example has forgotten to change their status
- An extension with receptionist rights will also be able to create and delete reminders to an extension, or as they are more commonly known, wake up calls.
- A receptionist extension, using the 3CX web Client will also be able to check extensions in and out of a hotel, by assigning and clearing the extension details of the customer.
- And we finish off the description of the group rights with the PRO and Enterprise edition features. These are the Barge In, Listen and Whisper options.
- Barge In, allows an extension to enter into an already ongoing telephone call and converse with both the parties in the active call. It is very helpful in call center environments where a supervisor can enter a call and give feedback to the call participants.
- Listen, allows an extension, most probably the supervisor, to listen in on an active call without any of the participants being aware that they are being monitored.
- Whisper, allows an extension to enter an active call and whisper to one of the participants.For example in a call center, the supervisor will be able to speak with their agent, instructing them what to tell the customer, without the customer being aware that someone else is on the call.
The rights which are assigned to a group can also be assigned and configured on a per extension basis as well.
This allows for fine tuning access rights, as the default group rights might not be sufficient to define the access of a particular user.
This fine tuning will allow you for example, to assign a specific right for an extension which is defined as a user, without the need to give them elevated, manager rights.
Group rights defined at an extension level will override the group settings.
You can make a group available to all users of a PBX, without adding all the extensions to the extension group. In the Group Rights tab, enabling the “Publish group information to all members” will allow everyone to see the presence status of all extensions within this group. They will not have access, however, to see active calls, nor to perform actions like transferring and taking calls and the PRO edition features like barging in, listen or whisper.
Let's have a look at some examples now of how the group rights function.
We have two users in two separate groups. There is no relation between the two extensions, therefore they cannot see each other
In this scenario we have a slight variation. We have added both members to the same group. Both can see presence but only User A can send their presence information. User B is not sending their presence information, so User A cannot see the presence information of User B.
In this example both users cannot see the presence of other group members. They will both see the group as being empty, due to the fact that they are not able to see other group members.
A more complex scenario in this slide.
In Group A we have both members A and B, which cannot see the presence of other group members.
In Group B, however, they have full presence rights, and therefore, will be able to see each other in Group B, but not under Group A.
The actions which we have seen over the past few slides, can be performed from the switchboard of the 3CX Client as well as the new 3CX Web Client. From the client you can see the presence of the extensions on the PBX, depending on the access rights you assign to an extension, and from the switchboard screen you can perform the various functions allowed for each extension.
Management Console access can be delegated to extensions from the Rights tab of each extension.
You can provide granular extension management rights to an extension, to be able to configure other users/extensions on the PBX.
Extension management rights can be as follows:
- Managing their own extension, where an extensions user can log in to the management console, and configure their own extension without requiring the administrator to intervene.
- Manage the extensions within the extension groups they are members of, and:
- Managing all the extensions of the PBX, irrespective of the extension group they are a member of.
An extension may also have additional administrative rights, to manage different parts of the system:
SIP Trunks. A SIP trunk administrator may have rights to manage SIP trunks, for example increasing the allowed voice channels, or simultaneous calls to the provider.
General administration of the system is also possible to be assigned to an extension.
Report generation is also possible to be assigned to a particular extension so the user can generate reports, and subsequently to be able to download recordings from the reports.
Thank you, and goodbye!