Roles and Access

The Extended Roles & Access feature provides the following functionality:

1. Distinctive roles an admin/owner can assign to team members: Agent, Manager, Administrator.
2. Three access levels: Personal, Calling group, Call flow. Depending on the level, users will have flexible access to certain calls and VMs.
3. You can define which business numbers can be used for outbound calling and messaging by each of your team members.

Roles & Access comparison

Feature	Agent	Manager	Administrator
Access to calls, messages, business numbers	±**	±*	+
Create & manage call flows	–	±*	+
Manage contacts	+	+	+
Buy, manage & delete business numbers	–	±*	+
Set up & delete CRM integrations	–	+	+
Manage billing information	–	±*	+
Create, edit & delete user groups	–	±*	+
Add new users	–	±*	+
Manage other users’ settings	–	±*	+
Manage other users’ access to calls, messages & business numbers	–	±*	+
Change user roles	–	–	+
Cancel the Omnivoice account	–	–	+

* depends on access provided by the Administrator, can add/manage only Agents

** depends on access provided by the Administrator or Manager

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Roles use cases

Let’s review a sample call flow:

The task would be to set up the access to calls in the following way:

• Sales and Support members should only have access to the calls landed in their groups;
• 103 Jasmine should only have access to her calls;
• 106 Karey should have access to all the calls of this call flow;
• 105 Leo, who is not part of this call flow, should have access to all the calls within this call flow.

To do it the right way, we should do the following:

• 100 John, 101 Peter, 102 Jessica, 104 Allie should be Agents, with the Calling group access level;
• 103 Jasmine should be an Agent, with the Personal access level;
• 106 Karey should be an Agent, with the Call flow access level;
• 105 Leo should be a Manager, with access to all calls for the business numbers +1 (213) 647-2453 and +1 (332) 213-9228.