User Scopes Defined
We offer 6 different user access levels (called Scopes) with various features and functionality. Here is a list of each and the highlights of which features they can access.
You cannot adjust a users scope. You must contact your account manager or support.
Basic User + Advanced User
Our two most common scopes. Used for standard staff members.
| Features | Basic User | Advanced User |
| Desk Phone (with lease) | Yes | Yes |
| User Portal | Yes | Yes |
| Contacts List | Yes | Yes |
| Voicemail | Yes | Yes |
| - Voicemail Transcription | No | Yes |
| - Voicemail Reminders | No | Yes |
| Answer Rules | Yes | Yes |
| - Find Me / Follow Me | Yes | Yes |
| - Multiple Answer Rules | Yes | Yes |
| Timeframes | Yes | Yes |
| Call Recording | No | Yes |
| Webphone | No | Yes |
| Call Centre Features | No | No |
| - Analytics & Reports | No | No |
| Mobile App | No | Yes |
| SMS Text Messaging | No | Yes (For Fee) |
| Direct Number | No | Yes (For Fee) |
| Microsoft Teams | No | Yes (For Fee) |
| Advanced Call Centre | No | No |
Site Manager + Office Manager
Site Managers have access to various adjustments associated to their site/location. Meanwhile, office managers have admin access to the entire system.
| Features | Site Manager | Office Manager |
| Advanced User Features | Yes | Yes |
| Adjust User Scope | No | No |
| Manager Portal | Yes* | Yes |
| Manage Users | Yes* | Yes |
| Manage Sites | No | Yes |
| Manage Ring Groups | Yes* | Yes |
| Manage Auto Attendants | No | Yes |
| Manage Timeframes | No | Yes |
| Manage Hold Music | Yes** | Yes |
| Manage Hold Messages | Yes** | Yes |
| Manage Numbers | No | Yes |
| Manage Phone Hardware | Yes* | Yes |
| Company Call History | Yes* | Yes |
| Call Centre Analytics | No | No |
* Site Manager can only manage users, ring groups & call queues that are associated to their site/location.
** Site Managers can only manage hold music & messages within call queues associated to their site/location.
Call Centre Agent + Call Centre Supervisor
Specifically created user scopes for call centre operations. These users have more advances controls for call queues.
| Features | Agent | Supervisor |
| Advanced User Features | Yes | Yes |
| Call Queue Management | No | Yes |
| - Call Back Option | No | Yes |
| - Distribute Call Options | No | Yes |
| - Call Wait Limits | No | Yes |
| - Advanced Call Routing | No | Yes |
| Agent Features | Yes | Yes |
| - Login/Out of Queues | Yes | Yes |
| - Call Centre Webphone | Yes | Yes |
| - Caller Statistics | Yes | Yes |
| - Agent Statistics | Yes | Yes |
| - All Agent Statistics | No | Yes |
| - Calls Per Hour/Day | Yes | Yes |
| - Caller Waiting Overview | Yes | Yes |
| - Call Waiting Detail List | Yes | Yes |
| Supervisor Features | No | Yes |
| - Manage Agents | No | Yes |
| - Add/Remove Agents | No | Yes |
| - Create New Queues | No | No |
| - Edit Queue Features | No | Yes |
| - Update Hold Music | No | Yes |
| - Update Hold Message | No | Yes |
| - Update Timeframe | No | No |
| - Prioritize Waiting Caller | No | Yes |
| - Disable/Enable Agent | No | Yes |
| - Queue Call History | No | Yes |
| - Call Analytic Report | No | Yes |
| - Schedule Email Report | No | Yes |
| - Analytics Dashboard | No | Yes |
| - KPI Service Level | No | Yes |
This list is an overview and not detailing every single feature available. It's meant to give you a quick overview to reference which features are accessible based on which type of scope your users are setup as.
Something to consider if you operate a call centre. You cannot be an 'Office Manager' and 'Call Centre Supervisor' with the same user. This poses a limitation. Office Managers do not have access to the reporting or analytics that Call Centre Supervisors have access too.
