Learn More About Permission Levels (scopes)

Learn More About Permission Levels (scopes)

What is a Scope?

A Scope, used in the context of your customer Portal, is your User's assigned Permission Level.  It is what determines what options you can access for your Extension or domain. 
  1. Some Permission Levels options are dependent on what additional features that have been added on to your domain.  For example, the Call Center Supervisor scope is assigned when a domain has added the Call Center Complement, and the User will be managing Agent Routing.  

  2. The Basic and Call Center Agent permission levels have access to only their own Extension options.   

  3. Advanced User, Call Center Supervisor, and Office Manager permission levels have various assigned Manager/Admin capabilities.


Basic User

Basic Users are one of two permission levels with Extension-only access. These Users are designed to make managing your Extension easy and intuitive. 
  1. The options will include:  Voicemail, Chat, Texting (if assigned), Faxing (if assigned), Notifications, Profile options, and your own Extension Answering Rules and Call History. 

 


Need to access your Guide? 

Click here for the Basic User Guide:  "Basic" User Portal User Guide.


Call Center Agent

Call Center Agent is the second of two permission levels with Extension-only access.   Call Center Agents are assigned when a domain has added the Call Center Complement. 
  1. The options will include:  Voicemail, Chat, Texting (if assigned), Faxing (if assigned), Notifications, Profile options, and your own Extension Answering Rules and Call History. 

  2. You will also be assigned to Call Queue(s) and will be able to login and out from the Call Center tab in your Extension, as well as some additional devices, such as the Web Phone. 




Need to access your Guide? 

Click here for the Call Center Agent Guide:  "Call Center Agent" Portal User Guide.


Call Center Supervisor

Call Center Supervisor is assigned when a domain has added the Call Center Complement, and the User/Extension will be managing Agents. When using this permission level, you will have special Portal access which allows you to toggle from looking at your own Extension (extension view), to looking at your Manager View.   
  1. The Call Center Supervisor permission level includes Call Center Reports and the ability to manage both Agents and the Call Queues assigned to you.   You will be able to view the Call History for the Call Queues that you are assigned to. 

  2. When in Extension View, you may toggle to Manager View, by clicking Manage Call Center. 


  1. When in Manager View, you may toggle to back to your Extension View, by clicking your Profile dropdown, then My Account. 


Need to access your Guide? 

Click here for the Call Center Supervisor Guide:  "Call Center Supervisor" Admin Guide.


Advanced User

Advanced User permission level is assigned when a User need to be able to manage other Users and domain Call Routing, and the domain does not have the Call Center Complement add-on.  When using this permission level, you will have special Portal access which allows you to toggle from looking at your own Extension (extension view), to looking at your Manager View.   
  1. Advanced User is able to manage other Users, including Routing Users, view all domain Call History, and view all Inventory.

  2. When in Extension View, you may toggle to Manager View, by clicking Manage Organization. 


  1. When in Manager View, you may toggle to back to your Extension View, by clicking your Profile dropdown, then My Account. 


Need to access your Guide? 

Click here for the Advanced User Guide:  "Advanced User" Admin Guide.


Office Manager

Office Manager permission level is assigned when a User need to be able to manage other Users and domain Call Routing, and the domain also has the Call Center Complement add-on.  When using this permission level, you will have special Portal access which allows you to toggle from looking at your own Extension (extension view), to looking at your Manager View.   
  1. Office Manager is able to manage other Users, including Routing Users, view all domain Call History, and view all Inventory.  Office Manager also has access to all Reporting and Analytics options. 

  2. When in Extension View, you may toggle to Manager View, by clicking Manage Organization. 


  1. When in Manager View, you may toggle to back to your Extension View, by clicking your Profile dropdown, then My Account. 


Need to access your Guide? 

Click here for the Office Manager Guide:  "Office Manager" Admin Guide.


Site Manager

Site Manager permission level is assigned when a domain has more than one location and wishes to keep each location (Site) separate.  When using this permission level, you will have special Portal access which allows you to toggle from looking at your own Extension (extension view), to looking at your Manager View. 
  1. The Sites feature is commonly used in dealerships, multi-restaurant locations, and domains with more than one business and/or physical location. 

  2. Site Managers are assigned to a specific Site, and will be able to access all Users, Routing, Call History, and Reporting for that location.    Extensions/Users at each location will be assigned to the appropriate Site and Call Queues (if any).  

  1. When in Extension View, you may toggle to Manager View, by clicking Manage Organization. 


  2. When in Manager View, you may toggle to back to your Extension View, by clicking your Profile dropdown, then My Account. 

Need to access your Guide? 

Click here for the Site Manager Guide:  "Site Manager" Admin Guide.


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