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I had a scenario that I faced today, 

My user had Master Admin, Admin roles assigned initially. At that time, the callback feature didn't work. 

Later I added these roles: outbound agent, communicate-admin, communicate-user. It worked.

My doubt here is Master Admin had all the perms that these 3 roles had. Then why didn't it work before?

I got to know that there is something called feature activation that activates that feature only when a certain role is assigned even if perms are assigned with another role.

But I'm not sure where to find these feature activation list for each feature.

Help me if anyone knows how, THANKYOU IN ADVANCE.

Hi Krishna,

What you're seeing is expected behavior in Genesys Cloud. The Master Admin role contains a very broad set of permissions, but some features are tied not only to permissions, but also to product-specific roles, licenses, or entitlements. Adding Outbound Agent, Communicate Admin, and Communicate User can enable product capabilities that Master Admin permissions alone do not activate.

In the case of callbacks, the feature may depend on the user having the appropriate Communicate and/or Outbound role assignments in addition to administrative permissions. This is why the feature started working after those roles were added, even though Master Admin already had similar underlying permissions.

Unfortunately, Genesys does not publish a single "feature activation" matrix that maps every feature to the exact role that enables it. The best places to check are:

1. Admin → People & Permissions → Roles/Permissions to review the permissions required by the feature.
2. The Products, Roles, and Permissions documentation in the Resource Center.
3. The feature's specific Resource Center article, which often lists required roles, licenses, or prerequisites.

So the key takeaway is: Permissions alone do not always equal feature access. Some Genesys Cloud features are product-gated and require specific role or license assignments, even when a user already has Master Admin.

Thanks,

Good explanation. One thing I would add is that since Outbound Agent, Communicate Admin and Communicate User were all added at the same time, it may be worth testing them individually if possible to identify which role actually changed the callback behaviour.

That would help narrow down whether it was a specific product/role entitlement, a missing permission inherited through one of those roles, or something else.

I'd also check the user's effective permissions and assigned license before/after the change, particularly the callback-related permissions. That should give a clearer picture than assuming all three roles are required.