Role Profiles & RBAC Permissions

📖 Introduction

The Role Profiles module provides granular, enterprise-grade Role-Based Access Control (RBAC) specifically tailored for the Switchboard console. It decouples user accounts from hardcoded privileges, enabling administrators to define distinct operational roles such as Operators, Supervisors, Call Center Agents, and System Administrators.

Each Role Profile defines two interconnected layers of authorization:

1. Administrative Permissions: Access to console configuration, theming, layout management, and user provisioning.
2. Switchboard Telephony Privileges: Granular authorization governing live call interception (Listen, Whisper, Barge), transfer capabilities, and resource visibility (Extensions, Queues, Conferences, Parking Lots, Trunks).

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🛡️ Default System Roles

The platform ships with pre-configured role profiles that serve as baselines:

Role Name	Scope	Default Permissions	Intended Audience
Administrator	System (Protected)	FULL across all administrative modules and unrestricted telephony privileges.	PBX System Admins & Telecom Engineers.
Supervisor	Enterprise Default	FULL on active calls, eavesdrop, whisper, and barge; READ on layouts and queues.	Call Center Team Leads & QA Managers.
Agent / Operator	Standard Tenant	NONE on admin panels; FULL on My Settings; restricted to transfers and basic call handling.	Front-desk receptionists, triage operators, agents.

[!NOTE] System-designated roles (marked with a blue shield badge) cannot be deleted to prevent enterprise lockouts. Custom roles can be created, edited, duplicated, and assigned freely.

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🎛️ Administrative Permissions Matrix

Within the General Settings tab of a Role Profile, administrators configure access levels (FULL, READ, NONE) across 12 distinct functional modules:

Permission Identifier	Module Label	Description & Security Impact
manageRoles	Manage Roles	Authority to create, modify, or delete Role Profiles and grant privileges.
manageUsers	Manage Users	Authority to provision Switchboard user accounts and assign role associations.
manageLayouts	Manage Global Layouts	Authority to publish and overwrite system-wide widget layouts.
createLayouts	Create Layouts	Permission for operators to generate personal, customized console layouts.
editLayouts	Edit Layouts	Permission to reposition, resize, and reconfigure widgets on existing layouts.
addWidgets	Add Widgets	Authority to add new telemetry cards from the Widget Catalog.
accessSettings	WebRTC / ICE Settings	Permission to modify global STUN, TURN, and ICE gathering timeouts.
accessMySettings	Access My Settings	Grants users the ability to manage their personal profile, ringtones, and sounds.
manageAppearance	Manage Appearance	Authority to customize color themes, dark mode variants, and UI scale.
manageBranding	Manage Branding	Authority to upload custom logos, favicons, and login welcome screens.
managePauseCauses	Manage Pause Causes	Authority to create and reorder agent break cause profiles.
manageCallFlags	Manage Flag Profiles	Authority to configure color-coded visual call classification flags.

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🎧 Switchboard Privileges & Telephony Authorization

The Switchboard Privileges tab regulates real-time telephony capabilities. It prevents unauthorized operators from listening to sensitive conversations or interfering with executive extensions.

graph LR
    User[Operator / Supervisor] --> Role[Role Profile]
    Role --> ResourceScope[Resource Scope: All vs Specific Items]
    Role --> ActionScope[Action Scope: Transfers, Eavesdrop, Whisper, Barge]
    ResourceScope --> FS[Telephony Event Socket (ESL) Control]
    ActionScope --> FS

1. Resource Visibility Scoping

For each telephony object, administrators can set access to All Resources or restrict to Specific Items:

• Extensions: Restrict operator visibility to specific departments (e.g., only Sales extensions 1000-1099).
• Call Queues: Limit monitoring to specific queues (e.g., Queue-Support only).
• Parking Lots: Assign dedicated parking lots per team.
• Conference Rooms: Scoped visibility for executive boardrooms versus public audio bridges.
• SIP Trunks: Limit trunk telemetry to authorized network supervisors.

2. Live Action Privileges

Controls the real-time operational verbs that can be executed from call widgets:

Telephony Action	Action Key	Functional Impact
Originate Call	call	Ability to trigger outbound calls directly from the console interface.
Blind Transfer	blindTransfer	Immediately redirects an active call to a new destination without announcement.
Attended Transfer	attendedTransfer	Initiates a warm consultation call prior to completing the transfer.
Eavesdrop (Listen)	spy	Silently joins an active audio channel via Telephony Server eavesdrop in listen-only mode.
Whisper (Coach)	whisper	Speaks into an agent’s ear channel without customer audio bleed.
Barge-In (Conference)	barge	Unmutes bidirectional audio, turning an active call into a 3-way conference.
Call Intercom / Paging	intercom	Triggers auto-answer speakerphone paging on supported SIP desk phones.
Queue Call Pickup	stealQueueCall	Intercepts a high-priority customer directly out of an ACD queue.

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🔗 Profile Associations

Each Role Profile can link directly to auxiliary profiles:

• Default Flag Profile: Assigns standard visual flags (e.g., VIP, Escalated, Urgent) for calls processed by users in this role.
• Default Pause Cause Profile: Automatically provisions allowed break codes for call center agents assigned to this role.
• SSO Default Role: Automatically assigns newly authenticated Single Sign-On users into this role profile upon their first login.