Managers and Assistants
According to Assistant Roles users can act as either managers or assistants. A user can act in both roles simultaneously, e.g. acting as manager and being assistant for his/her own manager, taking calls in their stead.
This can lead to a problem scenario as follows:
- If a manager sets their SfB client to "Divert to assistant" the assistant cannot reach the manager anymore either (e.g. for further inquiries).
- Additionally assistants are unable to put through important calls to a manager.
The managers / assistant functionality can "break through" the forwarding feature between manager and his assistant. If the call was forwarded to the assistant, he is able to reach the manager even in case the manager is in a call.
Overview
The "Managers\Assistants" page contains two tables accordingly.
On this page, each MA-user can configure his own list of Assistants.
"Assistants" Table
The "Assistants" table contains the list of assistants that belong to the currently logged in MANAGER MA-user. There are the following controls:
Column\Control Name | Description |
|---|---|
First Name | First Name of the assistant. |
Last Name | Last Name of the assistant. |
Organization Unit | Organization Unit name to which the specific assistant belongs. |
Can Modify RA | When the checkbox is enabled you allow your assistant to access your RA (Routing Assistant) settings.
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Can Modify MA | When the checkbox is enabled you allow your assistant to access your MA (Managers and Assistants) settings.
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| Can Modify BL (Blacklist) | When the checkbox is enabled you allow your assistant to access your BL (Blacklist) settings.
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Controls |
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Add Assistant | Allows you to define further Assistants. → See "Add Assistant" chapter below.
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Assistants will see your name in their "Managers" section and access the RA settings via the edit Icon.
"Managers" Table
The "Managers" table contains the list of Managers to whom belongs currently logged in user. There are the following controls:
Column\Control Name | Description |
|---|---|
First Name | First Name of the manager. |
Last Name | Last Name of the manager. |
Organization Unit | Organization Unit name to which the specific manager belongs. |
Control |
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If user has appropriate rights to modify PA or MA settings, he can edit corresponding details of him Manager upon clicking button. The icon is not visible if none of corresponding rights was given to the user.
Each column can be filtered via Filter pop-up that will be opened upon clicking 'Filter' button in the top right corner of a column.
Managers and assistants are displayed by the Last Name ascending by default.
Add Assistant
MANAGER Upon clicking the 'Add Assistant' button, the 'Add Assistant' pop-up opens:
| Control | Description |
|---|---|
| Can Modify RA | Is able to edit routing assistant settings of currently logged-in user.
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| Can Modify MA | Is able to edit management / assistant settings of currently logged-in user.
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| Can Modify BL | Is able to edit blacklist settings of currently logged-in user.
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| Set as Delegate | Assistant will be set as delegate and added to the list of delegates in SfB of current user.
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Edit Manager Details
ASSISTANT A logged-in assistant is able to edit RA, MA or BL settings of his manager via the "Edit" pop-up if the manager gave him the appropriate rights (see above "Add Asssistant" chapter).
Depending on granted rights, the following tabs will be available on pop-up:
- "Routing Assistant" tab where the assistant can modify routing settings of the corresponding manager.
- "Assistants" tab where the assistant can define further assistants and optionally define them as Delegates.
Functionality of this tab is described above in "Add Assistant". - "Blacklist" tab to add, manage or delete blacklist entries.
Any information edited will immediately affect data in SfB client of the respective manager.