---
title: Masked Privileges: User Function Masking
slug: contact-center/masked-privileges-user-function-masking
docTags: 
createdAt: 2025-10-14T06:16:49.548Z
---

# Overview

**Masked Privileges: User Function Masking** is an administrative control feature within the Ameyo platform that allows administrators to selectively restrict an agent's access to specific operational tools or privileges. This control is essential for maintaining **operational integrity**, enforcing business processes, and ensuring that agents only have the necessary tools to perform their defined roles.

It is crucial to note that **this functionality applies to the main WebApp application and is not applicable for toolbars.**

# How It Works

User Function Masking is configured by the administrator at either the **System-level** or the **Campaign-level** to manage which system capabilities are available to an agent.

| Scope        | Privilege Example                                  | Description                                                                                                                            |
| ------------ | -------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------- |
| **System**   | **Set autocall status**                            | Restricts the user from changing the auto-call status that was set by the administrator.                                               |
|              | **Modify Campaign**                                | Restricts the user from switching to a different campaign after initial login.                                                         |
|              | **Transfer Call / Confer Call / End Call Allowed** | Disables the user's ability to initiate a call transfer, call conference, or forcibly disconnect the call.                             |
| **Campaign** | **Manual Dial**                                    | Prevents the user from manually dialing a customer from within the selected campaign.                                                  |
|              | **Listen to self campaign voice logs**             | Prevents the user from playing back voice recordings of calls they handled.                                                            |
|              | **View Cancel Preview**                            | Restricts the user from abandoning the preview screen of customer details during "Preview dialing."                                    |
|              | **View disposition of a call**                     | Hides the disposition options from the dialer interface, often requiring the agent to perform disposition only via the integrated CRM. |



# Prerequisites



- **Licensing:** This is a **licensable feature**.
- **Configuration:** The functionality requires the Administrator or Voice-Admin to set up the appropriate configurations at the system and/or campaign backend levels.
- **User Action:** For any changes (enabling/disabling privileges) to take effect, the affected user **must log out and log back in** to the Ameyo system.

# Benefits

- **Operational Control:** It helps maintain operational efficiency by preventing agents from using features that could disrupt the workflow, such as transferring calls prematurely or switching campaigns without authorization.
- **Process Enforcement:** By restricting actions (like forcing disposition via CRM by masking the dialer disposition option), it ensures that crucial post-call data is accurately and consistently logged in the designated system.
- **Role-Based Access:** It limits the system capabilities exposed to agents, ensuring they only have the tools necessary for their specific job function, especially beneficial for new or specialized agents.



## Use Cases



- **Restricting Outbound Access in Inbound Campaigns:** Mask the **Manual Dial** privilege for all agents in an Inbound-only campaign to ensure they cannot use company resources for unauthorized outbound calls.
- **Managing New Agents:** Mask the **Transfer Call** and **Confer Call** privileges for new or probationary agents to prevent them from misdirecting complex calls until they complete advanced training.
- **Centralized Quality Assurance (QA):** Mask the **Listen to self campaign voice logs** privilege for all agents to enforce a process where all call recording playback and review must be handled centrally by the dedicated Quality Analyst or Supervisor.
- **Enforcing CRM Use:** Mask the **View disposition of a call** privilege in the dialer interface. This compels the agent to use the integrated CRM system to log the call outcome, guaranteeing data consistency.