12.1 Appendix A — Permissions matrix
| Page | Read | Edit | Special |
|---|---|---|---|
| Dashboard | UWEBCHATVOICE.ACCESS | — | UWEBCHATVOICE.REPORTING.VIEW for SLA |
| Agents | UWEBCHATVOICE.AGENTS.VIEW | UWEBCHATVOICE.AGENTS.EDIT | — |
| Callflow → Queues | UWEBCHATVOICE.QUEUES.VIEW | UWEBCHATVOICE.QUEUES.EDIT | — |
| Callflow → Closing days | UWEBCHATVOICE.QUEUES.VIEW | UWEBCHATVOICE.QUEUES.EDIT | — |
| Callflow → Phone numbers | UWEBCHATVOICE.NUMBERS.VIEW | UWEBCHATVOICE.NUMBERS.MANAGE | — |
| Callflow → IVRs | UWEBCHATVOICE.IVR.VIEW | UWEBCHATVOICE.IVR.EDIT | — |
| Callflow → Visual | UWEBCHATVOICE.IVR.VIEW or UWEBCHATVOICE.QUEUES.VIEW | — | Read-only canvas |
| Audio Library | UWEBCHATVOICE.AUDIO.VIEW | UWEBCHATVOICE.AUDIO.UPLOAD | Voice Prompt Generator: UWEBCHATVOICE.AI.USE |
| Recordings | UWEBCHATVOICE.RECORDINGS.VIEW | — | AI features: UWEBCHATVOICE.AI.USE |
| Reporting → CDR | UWEBCHATVOICE.CDR.VIEW | — | Export: UWEBCHATVOICE.CDR.EXPORT |
| Reporting → Reports | UWEBCHATVOICE.REPORTING.VIEW | — | Call Summary tab: UWEBCHATVOICE.CDR.VIEW |
| Reporting → Audit Log | UWEBCHATVOICE.SECURITY.VIEW | — | Read-only |
| uWallBoard (menu link) | UWEBCHATVOICE.WALLBOARD.VIEW | — | External page |
| Settings → AI Settings | UWEBCHATVOICE.SETTINGS.VIEW | UWEBCHATVOICE.SETTINGS.EDIT | — |
| Settings → Security | UWEBCHATVOICE.SECURITY.VIEW | UWEBCHATVOICE.SECURITY.EDIT | — |
12.2 Appendix B — FAQ / Troubleshooting
Q: I see no queues on the dashboard.
A: Check (1) that queues exist for your tenant (§5.1), (2) you have UWEBCHATVOICE.QUEUES.VIEW, (3) you are correctly logged in on the right tenant.
Q: The "Visual" menu item is missing under Callflow.
A: You're missing UWEBCHATVOICE.IVR.VIEW AND UWEBCHATVOICE.QUEUES.VIEW. Either of them is enough to see the page.
Q: The Voice Prompt Generator tab is missing.
A: You're missing UWEBCHATVOICE.AI.USE. Ask your tenant admin to assign the role via §11.2.
Q: Teams status of an agent is stuck on "Unknown". A: Two causes: (1) tenant not yet linked via Graph OAuth → see §11.1 / §4.3, (2) agent's M365 link is missing → open the agent in §4.2 and click CONNECT TO MICROSOFT 365.
Q: A recording isn't available in the list. A: The sync can take 1–2 minutes. Refresh the page. If the recording is still missing after 5 minutes: contact support.
Q: Changes to a queue don't take effect. A: Changes are applied immediately. If the sync is temporarily unreachable, a delay of a few minutes applies.
Q: AI transcription returns "key invalid". A: Check in §11.1 whether the Speech key matches the correct region. A mismatch returns 401.
Q: I got a new role but I don't see any difference. A: Log out and back in — permissions are loaded at login as a JWT token.
Q: The Visual page shows an empty canvas. A: You haven't configured any IVRs or queues yet, or your filter (phone number) matches nothing. Clear the filter or create a queue/IVR first.
Q: uWallBoard link is missing from the menu.
A: You're missing UWEBCHATVOICE.WALLBOARD.VIEW. Ask your tenant admin to assign the role.
12.3 Appendix C — Glossary
| Term | Meaning |
|---|---|
| Callflow | The whole of DID → IVR → Queue → Agent — how a call travels through your organisation |
| CDR | Call Detail Record — log of every call with metadata |
| DID | Direct Inward Dial — external phone number that arrives at your organisation |
| IVR | Interactive Voice Response — keypad menu ("Press 1 for …") |
| MoH | Music on Hold |
| Node | A node in the Visual diagram (IVR, Queue, Agent or reference) |
| Presence | Online/availability status, here specifically Microsoft Teams status |
| SIP trunk | VoIP connection between your PBX and a telecom provider |
| SLA | Service Level Agreement — e.g. "80% answered within 20 seconds" |
| Closing day | A date on which queues and IVRs play their closed announcement (holiday, company vacation) |
| Tenant | Isolated customer environment (your organisation) |
| TTS | Text-To-Speech |
| uWallBoard | Public dashboard with live queue information (§10) |