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.
The "Managers\Assistants" page contains two tables accordingly.
On this page, each MA-user can configure his own list of Assistants.
The "Assistants" table contains the list of assistants that belong to the currently logged in MANAGER MA-user. There are the following controls:
First Name of the assistant.
Last Name of the assistant.
Organization Unit name to which the specific assistant belongs.
Can Modify RA
Can Modify MA
|Can Modify BL|
button allows to remove the user.
Allows you to define further Assistants. → See "Add Assistant" chapter below.
Once added the Assistants will see you as their "Manager" in their Managers/Assistant page.
The "Managers" table contains the list of Managers to whom belongs currently logged in user. There are the following controls:
First Name of the manager.
Last Name of the manager.
Organization Unit name to which the specific manager belongs.
button allows to edit PA or MA settings of manager.
If user has appropriate rights to modify PA or MA settings, he can edit corresponding details of him Manager upon clicking
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.
MANAGER Upon clicking the 'Add Assistant' button, the 'Add Assistant' pop-up opens:
|Can Modify RA|
Is able to edit routing assistant settings of currently logged-in user.
Functionality is explained on Routing Assistant page.
|Can Modify MA|
Is able to edit management / assistant settings of currently logged-in user.
Functionality is explained on Managers and Assistants page.
|Can Modify BL|
Is able to edit blacklist settings of currently logged-in user.
Functionality is explained on Blacklist page.
|Set as Delegate|
Assistant will be set as delegate and added to the list of delegates in SfB of current user.
Functionality is explained on Delegates page.
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.