Call centre and local admin

Owned by Mattias Löfstrand
Last updated: 07 Mar 2024
2 min read

This guide shows how to configure and use call centre and local admin functions.

Version 4.3

This function is available in version 4.3 and later.

Call centre

Call centre function allow users to place an order on behalf of another user. This function is typically used on call centres which receive orders for customers. Function support to:

  • Search and select a customer (organisation)

  • Search and select an user

  • See prices, availability, place order and see order history for the selected user.

Note that call center relies on using Signifikant User management. If call center is to work with external authentication providers as SAML, API development is needed to be able to search users and get information on users.

Which customers and users that are available to seach for a call centre user may be limited to a region. This will allow one call centre to serve one region and another to serve another region and the diffferent call centres will not see each other's customers or users.

A region may be defined by a list of countries or organisation number. So a call centre user may be limited to see the customers having matching countries or matching organisation numbers.

Call centre is controlled by a permission.

Local administration

Local administration function will allow users with the right permission to create, modify and delete users and organisations which belong to the local admin's region. A local admin will also be allowed to work with users and organisations which does not belong to any region. Local admin will get access to users and organisations tab in admin section.

A region may be defined by a list of countries or organisation number. 

Local admin is controlled by a permission.

Configuration

Both call centre and local admin functionality are configured using profile.config and permissions.config.

permission.config

In permissions.config use SupportCentre and LocalAdminstrators. See Technical documentation - Permissions on functions in web viewer and data for more permissions.

profile.config

Local administration is turned on automatically, once a user has the right permission.

Support centre is tuned on using these settings

<SupportCentreSettings>
<SupportCentreEnabled>true</SupportCentreEnabled>
<SearchByOrganizationEnabled>true</SearchByOrganizationEnabled>
<SearchInOrganizationBillingAddress>true</SearchInOrganizationBillingAddress>
<SearchInOrganizationShippingAddress>true</SearchInOrganizationShippingAddress>
</SupportCentreSettings>

SearchByOrganizationEnabled will limit the usage so that the user only searches organisations and not users. SearchInOrganizationBillingAddress and SearchInOrganizationShippingAddress will allow the user to search on zip codes and city in the addresses of the organisations to make it easier to find an organisation.

Finally, it is possible to limit both SupportCentre and LocalAdminstration usage and limit that the users can only find and administer users/customers in one region. This is controlled by this setting:

<AdminAccessPolicyTypes>Country,Organization</AdminAccessPolicyTypes>

Country will enable to make a selection of countries, and Organization will enable to select organisation numbers for customers.