Administrator requirements for the PureCloud embedded clients


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Note: To use single sign-on, your single sign-on identity provider must allow the single sign-on redirect window to be embedded. Otherwise, the client does not load. You see a blank area on-screen and an error message in the console.

The following content applies to PureCloud for Chrome and PureCloud for Firefox.

To run the extension, you need the following items:

  • The latest version of Chrome or Firefox.
  • The PureCloud for Chrome or PureCloud for Firefox extension installed.
  • Per-user licenses for PureCloud (Communicate or higher).
  • The following permissions selected in PureCloud.

    Notes:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent's permissions

    • ACD Screen Share > Session > View (optional)

      This permission gives an agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window and to view released evaluations in the User Inbox.

    • Analytics > Queue Observation > View (optional)

      This permission gives an agent the ability to see statistics for a queue before contacting the queue or transferring an interaction to the queue.

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Cobrowse > Chat > Escalate (optional)

      This permission gives the agent the ability use co-browse for chat interactions.

    • Cobrowse > Session > View (optional)

      This permission gives the agent the ability to use co-browse for voice or chat interactions.

    • Cobrowse > Voice > Escalate (optional)

      This permission gives the agent the ability to use co-browse for voice interactions.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent's client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Outbound > Contact > View (optional)

      This permission gives an agent the ability to see screen pops for outbound dialing.

    • Quality > Evaluation > Edit or Quality > Evaluation >Edit Score (optional)

      Either of these two permissions gives a quality evaluator the ability to view assigned evaluation notifications in the User Inbox.

    • Quality > Evaluation > Edit Agent Sign-off (optional)

      This permission gives an agent the ability to view released evaluation notifications in the User Inbox.

    • Quality > Evaluation > View (optional)

      This permission gives an agent the ability to view released evaluation notifications in the User Inbox.

    • Routing > Agent > On Queue (optional)

      This permission causes On Queue to appear as a status in an agent's client.  

    • Routing > Queue > Join (optional)

      This permission gives an agent the ability to see which queues the agent is a member of and select which queues to receive interactions from in the client.

    • Scripter > Published Script > View (optional)

      This permission gives an agent the ability to see a script.

    • Voicemail > Voicemail > Receive (optional)

      This permission allows an agent to receive personal voicemail notifications in the User Inbox.

    • Workforce Management > Agent Schedule > View (optional)

      This permission gives an agent the ability to view schedules in the client.

    • Workforce Management > Agent Shift Trade Request > Participate (optional)

      This permission gives an agent the ability to view shift trade request notifications in the User Inbox.

    • Workforce Management > Agent Time Off Request > Submit (optional)

      This permission gives an agent the ability to access time off notifications in the client.

    • Workforce Management > Shift Trade Request > Edit (optional)

      This permission gives an administrator the ability to view shift trade notifications in the User Inbox.

To run the integration, you need the following items:

  • An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).

    To use WebRTC phones with the client, turn off pop-up blocker in your browser.

    Note: Microsoft Edge does not support WebRTC phones or screen share.
  • Per-user licenses for PureCloud (Communicate or higher).
  • The PureCloud Embeddable Framework integration installed (private version only). See Add the integration.
  • An OAuth client added to your PureCloud organization (optional for some private versions) with required scopes. See Create an OAuth client.
    • conversations
    • notifications
    • organization:readonly
    • outbound:readonly
    • presence
    • routing:readonly
    • scripts:readonly
    • stations:readonly
    • user-basic-info
    • users
    • voicemail
    • workforce-management
    • external-contacts:readonly
    • quality:readonly
  • The following permissions selected in PureCloud.
    • Integration > Custom Embeddable Framework > Agent (required for private deployments)

      This permission causes the client to appear in a private deployment of a PureCloud Embeddable Framework integration.

    • ACD Screen Share > Session > View (optional)

      This permission gives an agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window and to view released evaluations in the User Inbox.

    • Analytics > Queue Observation > View (optional)

      This permission gives an agent the ability to see statistics for a queue before contacting the queue or transferring an interaction to the queue.

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Cobrowse > Chat > Escalate (optional)

      This permission gives the agent the ability use co-browse for chat interactions.

    • Cobrowse > Session > View (optional)

      This permission gives the agent the ability to use co-browse for voice or chat interactions.

    • Cobrowse > Voice > Escalate (optional)

      This permission gives the agent the ability to use co-browse for voice interactions.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent’s client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Outbound > Contact > View (optional)

      This permission gives an agent the ability to see screen pops for outbound dialing.

    • Quality > Evaluation > Edit or Quality > Evaluation > Edit Score (optional)

      Either of these two permissions gives a quality evaluator the ability to view assigned evaluation notifications in the User Inbox.

    • Quality > Evaluation > Edit Agent Sign-off (optional)

      This permission gives an agent the ability to view released evaluation notifications in the User Inbox.

    • Quality > Evaluation > View (optional)

      This permission gives an agent the ability to view released evaluation notifications in the User Inbox.

    • Routing > Agent > On Queue (optional)

      This permission causes On Queue to appear as a status in an agent’s client.  

    • Routing > Queue > Join (optional)

      This permission gives an agent the ability to see which queues the agent is a member of and select which queues to receive interactions from in the client.

    • Scripter > Published Script > View (optional)

      This permission gives an agent the ability to see a script.

    • Voicemail > Voicemail > Receive (optional)

      This permission allows an agent to receive personal voicemail notifications in the User Inbox.

    • Workforce Management > Agent Schedule > View (optional)

      This permission gives an agent the ability to view schedules in the client.

    • Workforce Management > Agent Shift Trade Request > Participate (optional)

      This permission gives an agent the ability to view shift trade request notifications in the User Inbox.

    • Workforce Management > Agent Time Off Request > Submit (optional)

      This permission gives an agent the ability to access time off notifications in the client.

    • Workforce Management > Shift Trade Request > Edit (optional)

      This permission gives an administrator the ability to view shift trade notifications in the User Inbox.

To run the integration, you need the following items:

  • An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).

    To use WebRTC phones with the client, turn off pop-up blocker in your browser.

    Note: Microsoft Edge does not support WebRTC phones or screen share.

    For Salesforce browser requirements, see Recommendations and Requirements for All Browsers in the Salesforce documentation.

  • Salesforce licenses.
  • Per-user licenses for PureCloud (Communicate or higher).
  • Add-on licenses for the Salesforce integration.
  • Access granted to the following Apex classes through a permission set in Salesforce:
    Note: This only applies to new Salesforce organizations starting with Winter ’19. Users of existing Salesforce organizations will see warnings but be unaffected. For more information, see Apex Class access for Open CTI.
    • purecloud.CustomCallCenterSettings
    • purecloud.PureCloudChatTranscriptService

      Access is only needed to this Apex class if you save chat transcripts.

    • purecloud.CTIContactSearchService

      Access is only needed to this Apex class if you use Contact Search to search Salesforce records. For more information, see Configure search in Salesforce.

  • The following permissions selected in PureCloud.
    Notes:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent’s permissions

    • Integration > Salesforce > Agent 

      This permission causes the client to appear in an agent’s Salesforce organization.

    • ACD Screen Share > Session > View (optional)

      This permission gives an agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window and to view released evaluations in the User Inbox.

    • Analytics > Queue Observation > View (optional)

      This permission gives an agent the ability to see statistics for a queue before contacting the queue or transferring an interaction to the queue.

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Cobrowse > Chat > Escalate (optional)

      This permission gives the agent the ability use co-browse for chat interactions.

    • Cobrowse > Session > View (optional)

      This permission gives the agent the ability to use co-browse for voice or chat interactions.

    • Cobrowse > Voice > Escalate (optional)

      This permission gives the agent the ability to use co-browse for voice interactions.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent’s client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Outbound > Contact > View (optional)

      This permission gives an agent the ability to see screen pops for outbound dialing.

    • Quality > Evaluation > Edit or Quality > Evaluation > Edit Score (optional)

      Either of these two permissions gives a quality evaluator the ability to view assigned evaluation notifications in the User Inbox.

    • Quality > Evaluation > Edit Agent Sign-off (optional)

      This permission gives an agent the ability to view released evaluation notifications in the User Inbox.

    • Quality > Evaluation > View (optional)

      This permission gives an agent the ability to view released evaluation notifications in the User Inbox.

    • Routing > Agent > On Queue (optional)

      This permission causes On Queue to appear as a status in an agent’s client.  

    • Routing > Queue > Join (optional)

      This permission gives an agent the ability to see which queues the agent is a member of and select which queues to receive interactions from in the client.

    • Scripter > Published Script > View (optional)

      This permission gives an agent the ability to see a script.

    • Voicemail > Voicemail > Receive (optional)

      This permission allows an agent to receive personal voicemail notifications in the User Inbox.

    • Workforce Management > Agent Schedule > View (optional)

      This permission gives an agent the ability to view schedules in the client.

    • Workforce Management > Agent Shift Trade Request > Participate (optional)

      This permission gives an agent the ability to view shift trade request notifications in the User Inbox.

    • Workforce Management > Agent Time Off Request > Submit (optional)

      This permission gives an agent the ability to access time off notifications in the client.

    • Workforce Management > Shift Trade Request > Edit (optional)

      This permission gives an administrator the ability to view shift trade notifications in the User Inbox.

To run the integration, you need the following items:

  • An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).

    To use WebRTC phones with the client, turn off pop-up blocker in your browser.

    Note: Microsoft Edge does not support WebRTC phones or screen share.

    For Zendesk-specific browser requirements, see Zendesk Support system requirements in the Zendesk documentation.

  • Zendesk licenses, including Zendesk Talk Partner Edition.

    For information about Zendesk Talk licenses, see the Zendesk website.

  • Per-user licenses for PureCloud (Communicate or higher).
  • The following permissions selected in PureCloud.

    Notes:
    • Depending on where you access the permissions in PureCloud, the permission names appear in different formats.
    • The integration looks for permissions, not roles, assigned to a user in PureCloud. If the items controlled by permissions are not active for an agent, check the agent's permissions

    • ACD Screen Share > Session > View (optional)

      This permission gives an agent the ability to screen share ACD interactions.

    • Analytics > Conversation Aggregate > View (optional)

      This permission gives an agent the ability to see conversation statistics in the Agent Performance window and to view released evaluations in the User Inbox.

    • Analytics > Queue Observation > View (optional)

      This permission gives an agent the ability to see statistics for a queue before contacting the queue or transferring an interaction to the queue.

    • Analytics > User Aggregate > View (optional)

      This permission gives an agent the ability to see user statistics in the Agent Performance window.

    • Cobrowse > Chat > Escalate (optional)

      This permission gives the agent the ability use co-browse for chat interactions.

    • Cobrowse > Session > View (optional)

      This permission gives the agent the ability to use co-browse for voice or chat interactions.

    • Cobrowse > Voice > Escalate (optional)

      This permission gives the agent the ability to use co-browse for voice interactions.

    • Conversation > Call > Record (optional)

      This permission causes the Record icon to be clickable in the call controls in an agent's client. 

    • Conversation > Call Forwarding > Edit (optional)

      This permission gives an agent the ability to use and edit call forwarding. 

    • Conversation > Callback > Create (optional)

      This permission gives an agent the ability to schedule callbacks.

    • Conversation > Email > Create (optional)

      This permission gives an agent the ability to send emails on behalf of queues.

    • Conversation > Message > Create (optional)

      This permission gives an agent the ability to send SMS messages on behalf of queues.

    • Outbound > Contact > View (optional)

      This permission gives an agent the ability to see screen pops for outbound dialing.

    • Quality > Evaluation > Edit or Quality > Evaluation >Edit Score (optional)

      Either of these two permissions gives a quality evaluator the ability to view assigned evaluation notifications in the User Inbox.

    • Quality > Evaluation > Edit Agent Sign-off (optional)

      This permission gives an agent the ability to view released evaluation notifications in the User Inbox.

    • Quality > Evaluation > View (optional)

      This permission gives an agent the ability to view released evaluation notifications in the User Inbox.

    • Routing > Agent > On Queue (optional)

      This permission causes On Queue to appear as a status in an agent's client.  

    • Routing > Queue > Join (optional)

      This permission gives an agent the ability to see which queues the agent is a member of and select which queues to receive interactions from in the client.

    • Scripter > Published Script > View (optional)

      This permission gives an agent the ability to see a script.

    • Voicemail > Voicemail > Receive (optional)

      This permission allows an agent to receive personal voicemail notifications in the User Inbox.

    • Workforce Management > Agent Schedule > View (optional)

      This permission gives an agent the ability to view schedules in the client.

    • Workforce Management > Agent Shift Trade Request > Participate (optional)

      This permission gives an agent the ability to view shift trade request notifications in the User Inbox.

    • Workforce Management > Agent Time Off Request > Submit (optional)

      This permission gives an agent the ability to access time off notifications in the client.

    • Workforce Management > Shift Trade Request > Edit (optional)

      This permission gives an administrator the ability to view shift trade notifications in the User Inbox.

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.