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Engage Voice | Adding an admin user

Last updated on October 3, 2022

Admin users refers to administrators who’ve been granted access to the admin section of the Engage Voice platform. To view the list of Engage Voice admin users, click Users in the left navigation bar, then click Administrators.

You can add admin users and grant them permission to add users and to manage user roles and permissions.

Creating a new admin user

Sign in to Engage Voice.
Go to Users > Administrators.
Click the New User (+) icon in the upper left.
Fill out the required fields in the Basic Info tab.
Click the dropdown under RC Office extension to see a list of all RingCentral MVP users.
Check the Sync with RingCentral Office box if you’d like to disable the permission to change the agent’s name, email address, username, and password through the Engage Voice platform.

Helpful hint!

If you check the Sync with RingCentral Office box, changes to the agent’s name, email address, and login information must be made through the RingCentral MVP Admin Portal. Changes made in the RingCentral MVP Admin Portal will update the associated information in the Engage Voice platform.

Click Save.
In the User Roles tab, click Assign Role to open the Assign Role window.
Use the dropdown in the Accounts field to select the account to which you’d like to grant user access.
In the Available Roles field, select the role you’d like to assign to this user.
Click OK, then click Save.

Creating a user within a hierarchy

Roles follow a hierarchy similar to that of a typical family structure, in which a parent role sits at the top of the permissions hierarchy. A parent can have a child or sibling, and can grant permissions and access to any users they supervise. Read Intro to admin users to learn more about admin roles, relationships and permissions.

In the left panel, find the user for whom you’d like to create a sibling or child.
Click the plus sign (+) icon to the right of the user’s name.
In the Basic Info tab, fill out the required fields.
Click Save.
In the User Roles tab, click the Assign Role button to open the Assign Role window.
In the Accounts field, select the account to which you’d like to give the user access.
In the Available Roles field, select the role you’d like to assign to this user.
Click OK.
Click Save.

Admin user settings

You can configure admin user settings and permissions when you add or view an admin user.

User configuration

First Name: Enter the user’s first name. (required)
Last Name: Enter the user’s last name. (required)
Email: Enter the user’s email address. (required)
- Note: New users who’ve been granted login access will automatically receive an email from do-not-reply@notificationsystem.io with the subject “Password Reset.” The body of the email will provide password reset instructions.
Phone: Enter the user’s phone number.
RC Office extension: Click the dropdown to link a user with a RingCentral MVP user account.
Sync with RingCentral Office: Check to turn off editing of the agent’s name, email address, username, and password. You can edit this information in the RingCentral MVP Admin Portal.
Access Historical Analytics: Click the dropdown to select the user’s access level for Historical Analytics and Dashboard.
Simulate User: Click to act as this user. A popup will remind you that any changes made while acting as another user will be recorded as having been changed by that user.
Reset Password: This option lets you reset the admin user’s password. Read more in Resetting an admin user’s password.

User permissions

Check these boxes to grant the user the following permissions:

Allow login: Check if you’d like to allow this user to log in to the Engage Voice platform. Learn more about blocking an admin user from signing in.
Manage users: Check to let the user to view, edit, and delete users (children) they’ve created. This option allows the user to view and remove their children’s Roles access.
Simulate users: Check if you’d like to allow the user to simulate any user (and their children) they’ve created.
Manage user siblings: Check to allow the user to view any siblings and any children their siblings have created. You must check the Manage users setting to enable this setting.
Audit log access: Check to allow the user to access the audit log for any accounts they have access to (including all products within those accounts).
Manage user roles: Check to allow the user to create, edit, and delete, and assign roles for their children, siblings, and grandchildren.

Deleting an admin user

You can delete an admin user only if you’re an administrator at the same level of hierarchy as (or higher than) the user you wish to delete, and if you’ve been granted permission to administer other admin users. You must also have access to the same accounts that the user has.

Don’t delete a user if you need to see reporting information that only they can see. When a user is deleted, all associated reporting data will be deleted, as well. An alternative is to block them from signing in.

Sign in to Engage Voice.
Go to Users > Administrators.
In the left panel, click the name of the user you’d like to delete.
Click Delete at the bottom left to delete the user’s entire record.
Confirm the deletion in the popup.

When you attempt to delete an admin user who has one or more children, a popup window will ask what you want to do with those children. Any changes you make at this point will affect the users, their children, and any roles that have been assigned to those users and children. Click the dropdown under Cascade Delete? to select one of these options:

No, Select New Parent: Select to assign the admin’s children (and their roles) to a new parent. This selection brings up the New parent field, where you can choose a new user to become the new parent of these “orphans.”
Yes, Delete Children Users: Select to delete all the admin’s children (and their roles) when you delete the admin. This selection brings up a warning that asks if you’re sure you want to remove the user. The warning will also list the children who will be deleted.

After making your selection, click OK to implement your changes.