Live listen and audio playback permission separation
Hello CTM Team,
I have multiple agents set up as "call manager" role, with limitations through access control groups (agent in this case) to prevent them from being able to live listen to each other's calls or listen back to recordings of their peers. I wanted it this way so that they would still be able to search through the activity log in case they needed to call out to a prospect they hadn't spoke to, but another agent had.
The issue that I am running into with this configuration is around voicemails. Queue level voicemails that go through our voice menu and get triggered as an email notification with a URL are not able to be accessed without enabling both live listening and playback. Can you separate these permissions out by chance? Or make it so that emailed URL recordings can still be accessed by agent level?