📘 User Permissions & Access Control
Overview
Our platform supports two primary user roles— Admin user and Non-Admin user—with fine-grained permissions to control what features and data each user can access.
This article explains how those roles work, how to manage access to call logs, reports, and features, and what each permission allows or restricts.
🔐 User Roles
1. Admin
Admins have unrestricted access to:
All features and modules All call logs and recordings All reports and dashboards Billing, system settings, integrations, user management, and more within the subscription package.
Note: Admins can manage user permissions, configure access, and view all data.
2. Non-Admin User
Non-Admin users can only access the features and data explicitly allowed by the Admin.
Admins can toggle permissions to:
Enable/disable access to specific features.
Limit visibility to calls on specific extensions, queues, or numbers
Allow full or partial call reporting visibility
Non-Admins are ideal for supervisors, agents, support reps, or any team member who should not access full account settings or sensitive call data.
⚙️ Core Permission Areas
Feature access is managed individually per user. Key permission categories include:
| Permission Type | Controls Access To… |
|---|---|
| Full Call Report Access | All call logs, reports, call recordings |
| Manage Extensions | Reporting and logs for selected extensions |
| Manage Queues | Reports and logs for specific queues |
| Manage Numbers | Call activity for selected inbound phone numbers |
| Other Feature Toggles | Wallboard, Voicemail, SMS, Email Reports, and more |
📊 Call Reports & Logs
Full Call Report Access
If enabled, the Non-Admin user can:
See all call logs, recordings, and reporting dashboards View inbound and outbound traffic across the entire account Access all queues, extensions, and numbers
Ideal for supervisors or quality assurance team members who need broad visibility.
Limited Access to Reports & Logs
If Full Call Report Access is disabled, access is controlled via:
Manage Extensions: View activity for specific extensions
Manage Queues: View queue-level reports and stats
Manage Numbers: View data related to selected phone numbers
The user will only see:
Call logs and stats tied to their assigned entities.
No access to global or unrelated data.
Caller ID & Outbound Calling
If a Non-Admin user plans to make outbound calls, they must be able to use a valid Caller ID.
There are two scenarios:
1. User Has Access to relevant numbers
If the user is assigned access to one or more numbers via Manage Numbers, they can:
Choose from those numbers as Caller ID when placing calls Use the apps
2. User Has No Access to Numbers
In this case, outbound calls (with a caller ID) are only possible if:
A default number is preselected by the Admin or Onboarding Team The user is restricted to using one preconfigured Caller ID
Without number access or a pre-assigned default, the user won’t have a caller ID for outbound calls..
Example Scenarios
Example 1:
A Non-Admin user is granted access to Extension 101.
✅ They will see:
Inbound/outbound activity for Extension 101 Call logs and statistics tied to that extension only
Example 2:
A Non-Admin is not granted any call report permissions.
❌ They will not see:
Call logs Call recordings Reporting dashboards
✅ However:
If they have an extension assigned, they can make/receive calls They will see only their own call activity, not other users’
Example 3:
A Non-Admin user is given Full Call Report Access.
✅ They can:
View all logs, reports, recordings across the account Access call statistics for all users, numbers, and queues. See call traffic in dashboards and reporting panels.
They will not have access to admin settings unless explicitly enabled.
Access Matrix.
| Permission Granted | User Will See |
|---|---|
| Access to Extension A | Inbound & outbound call stats, logs for that extension |
| Access to Queue X | Reporting data and logs related to Queue X |
| Access to Number +353… | Activity related to that number, including outbound and inbound |
| Full Call Report Access | All data and recordings across the account |
| No Report Permissions | Only their own call history (if they have an extension) |
| Manage Numbers | Ability to select Caller ID from allowed numbers |
💡 Admin Tips
Always assign an extension to a user who needs to make/receive calls.
Use Manage Extensions, Queues, and Numbers to limit report visibility Assign number access to allow Caller ID selection—or preconfigure one.
Review user permissions regularly to align with role and responsibility.
Avoid enabling Full Call Report Access for users who don’t need broad visibility.
🔧 How to Set Permissions
Go to Admin > Users Click on a Non-Admin user Set the following as needed:
✅ Enable/disable Full Call Report Access 🛠 Assign specific Extensions, Queues, and Numbers
☎️ Assign numbers to enable Caller ID selection.
⚙️ Enable/disable individual feature modules (e.g., Voicemail, Wallboard, Billing)
Changes are saved automatically and applied in real time.
❓ Need Help?
If you’re unsure which permissions to assign or need help setting up roles:
Contact our Support Team Speak with your Account Manager Refer to our video tutorials in the Help Center.
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