Users & Roles

Two layers of access control

• Users — the people who can log into your dashboard
• Roles — what each user is allowed to see and change

A user has one of two built-in roles (Tenant Admin or Tenant User) plus optionally a custom role that grants or restricts specific permissions.

Where this lives

• Top nav → Users — manage user accounts
• Top nav → Roles — manage custom roles (only Tenant Admins see this)

The user list

Columns:

• Email
• Name
• Built-in Role (Tenant Admin / Tenant User)
• Custom Role (if assigned)
• Email Verified (badge)
• Associated Extensions
• Created Date
• Last Login
• Actions (Edit, Resend Invite, Delete)

Inviting a new user

Click Invite User. Form:

• Email — they'll receive an invite at this address
• Name — display name
• Role — Tenant Admin or Tenant User
• Custom Role — optional, for fine-grained permissions
• Assigned Extensions — optional, link this user to one or more extensions (so when they log in, they can see "their" voicemail, see their call history, etc.)

Click Send Invite. Invitee gets an email with a link. They click, set a password, log in.

Invites expire after 7 days. Resend Invite generates a new invite if needed.

Built-in roles

Role	What they can do
Tenant Admin	Everything. Manage extensions, DIDs, call flows, voicemail, billing view, users, roles, settings.
Tenant User	Default permissions: view own voicemail, view own call history, view directory. Can't change settings or see other users' data.

A Tenant User with no custom role gets the defaults above. Apply a custom role to grant additional permissions.

Custom roles

A custom role is a reusable set of permissions. Examples:

• Receptionist — view all extensions, see queue stats, manage voicemail boxes (so they can re-record office greetings), no billing
• Manager — view all call history and analytics, manage queue agents (pause/unpause), no billing
• Billing Person — view billing only, nothing else

Creating a custom role

Top nav → Roles → click New Role.

• Name — display name
• Description — what this role is for
• Permission matrix — checkboxes for each (category, action) pair

Permission categories

Category	What it controls
Extensions	Create/edit/delete user extensions
Provisioning	Manage desk phones
Phone Numbers	View/configure DIDs
Call Flows	Build/edit visual call routing
Ring Groups	Configure ring groups
Call Queues	Configure queues; manage queue agents
Voicemail	Manage voicemail boxes
Parking Lots	Configure parking
Pickup Groups	Configure pickup groups
Paging Groups	Configure paging
Custom Destinations	Manage external-number shortcuts
Feature Codes	Configure star codes
Media	Upload/manage audio files
Call History	View call records
Analytics	View dashboards and reports
Users	Manage other users
Settings	Tenant-wide configuration
Campaigns	Outbound auto-dialer
Fax	Send/receive faxes

Actions

For each category, four possible actions:

• View — see the data
• Create — make new entries
• Edit — modify existing entries
• Delete — remove entries

Tenant Admins effectively have all 4 on every category.

Setting up a role

For a "Receptionist" role:

Category	View	Create	Edit	Delete
Extensions	✓
Voicemail	✓	✓	✓
Call Flows	✓
Ring Groups	✓
Call Queues	✓
Call History	✓
Media	✓	✓	✓
Settings
Users
Billing

Save. Now any user assigned this role has exactly these permissions.

Editing a role

Edit the role, change the permission matrix, save. Changes apply immediately to every user with this role.

Deleting a role

Confirm. Users with this role lose the role's permissions but keep their built-in role's defaults. They're not deleted — only the role assignment is removed.

Editing a user

Click the user. Change name, role, custom role, assigned extensions. Save.

Removing a user

Click Delete. Confirm.

The user can no longer log in. Their existing sessions are invalidated within 60 seconds.

Their audit-log entries are preserved (don't lose the trail of who did what).

Email verification

When an invite is accepted, the user's email is automatically verified. If for some reason verification didn't happen (rare), they'll see a "verify your email" page on login. Resend the verification email from their user record.

2FA

Each user can enable 2FA on their own account: Settings → Account → Two-Factor Authentication.

For Tenant Admins, enable 2FA. You're managing a phone system. A compromised admin account = a hijacked phone system.

For Tenant Users, 2FA is recommended but optional.

Common patterns

Onboarding a new employee

1. Their manager creates the extension (chapter 4)
2. Manager invites the user with role = Tenant User, links them to the extension
3. User receives invite email, sets password, logs in
4. They can now check their own voicemail, see their call history, see the directory
5. If they need broader access (e.g., they're going to be the office "phone person"), assign a custom role like "Receptionist"

Off-boarding a departing employee

1. Reset their extension's SIP password (so the phone stops working with cached creds)
2. Delete their user account
3. Reassign their extension to whoever's taking their job (or delete the extension)
4. Update any call flows / ring groups / queues that referenced their extension

Creating a "view-only" account for an external auditor

1. Create custom role "Auditor": View on all categories, Create/Edit/Delete on none
2. Invite the auditor as a Tenant User
3. Assign the Auditor role
4. They can see everything but change nothing

Common pitfalls

• Inviting with wrong role — Tenant Admin = full access; can't restrict an admin with a custom role. If you want partial access, invite as Tenant User + custom role.
• Custom role with no permissions checked — user can log in but sees an almost-empty dashboard. Confusing for them. Always grant at least View on the categories they need.
• Forgetting to delete users when employees leave — they can still log in, see data, change settings. Always delete promptly.