Roles and Permissions

What Are Roles and Permissions?

Roles and Permissions are privacy settings that allow a business to manage business phone system functions accessible to the user. This includes business numbers, messages, voicemails, and the general account settings. Each role provides a certain level of access to the system. There are also several permissions that are set within each role. Permissions help further customize access to phone system features, so that even within the same role, different employees can have different levels of access.

What Roles Are Available?

Different phone systems offer different user access mechanisms. MightyCall offers three access roles, which we’ll talk about below.

Administrator

Admin roles have the highest level of permissions in the MightyCall profile and account. They can change all MightyCall settings including business numbers, messages, voicemails, call flows, contacts, integrations, etc. Admins manage users and may change roles for themselves and other Administrators, Managers, and Agents. They can also edit and delete the account.

Manager

Manager is the most flexible role. Depending on the permissions set, a Manager can have slightly more access permissions than an Agent or nearly the full access given to an Administrator (except for some advanced account management features). In a standard setting, Managers can access calls, messages, voicemails, and contacts, manage call flows, set up and delete integrations, and handle agent management.

Agent

An Agent has the most limited, basic access to the MightyCall profile. Usually, an Agent has access to their own calls, messages, voicemails, and contacts. By tweaking phone permissions, Admins can allow Agents to have access to calls within their Call Group or Call Flow. If your company has several phone numbers, you can also specify the business numbers that Agents have access to.

A Comparison of Roles in MightyCall

Let’s take a quick look and compare the capabilities of each role. Note that starred options depend on Admin settings.

⋆ depends on access provided by the Administrator
⋆⋆ depends on access provided by the Administrator or Manager

What Does the Roles and Permissions Feature Look Like?

For Administrators, the feature is available in the “Team” section of the MightyCall Profile. In this section, you will find all the users connected to your MightyCall account. You can switch from Group view to Member view to quickly find individual users. To open the user’s card, which will have the section of role-based control, simply click on the user’s name, and the card will pop up.

How to Set Up Roles and Permissions in MightyCall

1. Go the “Team” section of the MightyCall account (third icon from the top in the left-hand menu)
2. Click on the tab “Members” or “Groups” based on whether you need to find a group or individual user
3. You’ll see a list of users. Click on the name of the user you want to assign new roles or permissions to (or modify the existing ones). A popup will appear.
4. In the user’s card, below the basic information, you will see a new section “Roles and Access”. Here, you can assign roles to users and set specific permissions below.
5. Save settings.

How Do Roles and Permissions Work?

This setting allows different members of your team to see only specific sections of the MightyCall profile. Any sections that they don’t have user access to simply won’t be visible. Here’s how it works:

1. A team member logs into their MightyCall VoIP account or opens the MightyCall app
2. Based on the level of user access set up by the Administrator, they will be able to see and use only certain sections of the business phone system profile. The section available for all users is making/receiving business calls (however, you can change the business numbers that are available to them), and having access to voicemails and messages they participated in.
3. If the user has wider access, the part of the profile visible to them will include things like managing call flows, seeing and managing the communication of other users, user management (adding/deleting, changing user roles), and controlling the account.

How to Configure and Customize Role-Based Permissions in MightyCall

Here’s how to set up different levels of control in your account.

Assign an Agent role and set permissions

To make any user on your team an Agent, follow the steps below. Note that in order to assign user roles, you must hold an Admin role yourself.

1. Go to the “Team” section of the MightyCall account
2. Click the tab “Members”
3. Choose the member you want to assign the role to and click on their name
4. A popup will open the user’s card. There, you will see a section titled “Roles and Access”
5. Under “Roles and Access”, choose “Agent”
6. Below, you’ll see a list of permissions for this role. Check the appropriate boxes and save changes.

Assign a Manager role and set permissions

To make any user on your team a Manager, follow the steps below. Note that in order to assign roles, you must hold an Admin role yourself.

1. Go to the “Team” section of the MightyCall account
2. Click the tab “Members”
3. Choose the member you want to assign the role to and click on their name
4. A popup will open the user’s card. There, you will see a section titled “Roles and Access”
5. Under “Roles and Access”, choose “Manager”
6. Below, you’ll see a list of permissions for this role. Check the appropriate boxes and save changes.

Assign an Administrator role and set permissions

To make any user on your team an Administrator, follow the steps below. Note that in order to assign roles, you must hold an Admin role yourself.

1. Go to the “Team” section of the MightyCall account
2. Click the tab “Members”
3. Choose the member you want to assign the role to and click on their name
4. A popup will open the user’s card. There, you will see a section titled “Roles and Access”
5. Under “Roles and Access”, choose “Administrator”
6. Below, you’ll see a list of permissions for this role. Check the appropriate boxes and save changes.

Why Use Roles and Permissions?

From privacy to productivity, this feature can help your team work more securely and effectively. Here’s how!

Improved privacy

Privacy is important within your team, but becomes essential when working with contractors/freelancers. With this user setting, you can easily edit and manage the business calling functionality that each of your team members has access to.

Choose the business numbers your team works with

If you have several business numbers, for example, for specific office locations, assign specific ones to specific users. This will help avoid confusion when your employees call from different numbers.

Quick tasks distribution

When each user has a specific role, you know exactly who’s responsible for what aspect of communication. For example, as a Manager, you can manage your Agents, and automatically assign user roles and permissions based on their direct responsibilities.

Flexible settings

If you want to give an employee wider user access to the system, all an Admin has to do is open their User card and make a few clicks. This is particularly useful when onboarding new employees – you can give just a few initial tasks at first, and widen access for users as they become full-fledged team members.

Use Case

Let’s say you have some team members working as freelancers and others working full time for your company. You need to distribute user roles in a flexible way, so that the freelancers have access to specific communications tasks, like making calls, accessing their business voicemail and messages. However, you also want to keep some sections of the profile visible only to in-house workers for privacy reasons. By using MightyCall’s VoIP feature, you’ll be able to control the level of privacy for freelancers, part-time, or remote workers. You’ll also be able to modify Agent information, extend or limit their access with just a few clicks.

Helpful Terms to Know About Role-Based Access to the System

Personal – When assigning Agent roles, you’ll see “Personal” as one of the permissions. What this means is that if you choose this permission, the Agent will have access only to the calls that they’ve personally made/received. Calls handled by other users won’t be visible if an Agent has “Personal” access.

Call group – You’ll find this as the default user access permission for Agents. What this means is that they will be able to manage calls that were made as part of their Call Group. A Call Group itself is a group made up of several users (as set by Administrators or Managers) that an inbound call is routed to.

Call Flow – The Call Flow is the path that the incoming calls will take when someone calls your business. Call flows are customizable by Admins and Managers and can be set in various ways depending on business number, the caller’s number, and other criteria. If you choose this setting, Agents will have access to all calls in the Call flow that they’re part of.

Ready to Start Using Role-Based Permissions?

Role-based permissions are indispensable for anyone managing a team of several people. It’s also a wise move when you’re working with remote or distributed teams. By spending just a few minutes on maintaining the permission protocols, you’ll make a big leap towards more secure and effective business communications. MightyCall’s Roles and Permissions are available on Business plans and above. Our privacy functionality is integrated into 30+ other business phone features, which means it’s one of the bricks that will help you build a solid communications platform.