Engage Voice | Intro to users

Users overview
Intro to users
Admin users
Admin users overview

Adding and configuring admin users
Roles
Roles overview

Creating a new Main Account Role

Creating a new Role

Assigning Roles to an admin user
Agent configuration
Intro to agent configuration

Creating a new agent group

Creating a new agent

Importing an agent from RingCentral Office

Syncing users from RingCentral Office

Configuring agent permissions

Assigning an agent to a dial group

Assigning an agent to an inbound queue

Omni-channel: Assigning an agent to a digital queue

Configuring agent supervisor settings

Creating an agent skill profile

‘Users’ are simply platform users — these can vary from supervisors to agents, and each, of course, will require a different level of permissions with regard to the parts of the platform they need to access, view, and configure.

‘Admin users’ refers to administrators who have been granted access (or permissions) to the admin section of the platform. You can manage your admin users at any time by navigating to Users > Administrators via the left-hand navigation bar.

‘Agent users,’ on the other hand, refers to users that have been granted permissions to access the agent interface. Agent users also include supervisors, agents that can monitor other agents’ calls and chats. Admin users are responsible for creating and configuring agent users in the admin interface via Users > Agents.

Admin users can also import other admin users and agents from RingEX, and with this process, information such as their name, email address, username, and password will also transfer and can be updated at any time in the RingCentral admin portal.

About roles and permissions

Now that we’ve reviewed the different platform users, let’s discuss how roles and permissions grant platform users access to the interface and features they need to do their job. If a user hasn’t been assigned any permissions, they may not even be able to login in, let alone access the areas of the interface they might need.

Admin and agent permissions are assigned and configured differently, so let’s review each type of user and their permissions separately.

Admin roles

For admin users, permissions are configured and granted via the use of Roles, which can be accessed by navigating to Users > Roles via the left nav bar. Roles are ‘documents’ that admin users can create for themselves and other users to specify the levels of access each user is permitted.

Roles follow a hierarchy similar to that of a typical family structure, with the ‘parent’ Rights Doc at the top of the hierarchy. This parent doc can be used to grant permissions and system access to ‘child’ docs and ‘sibling’ docs.

Then, once the docs are created and configured, they can be assigned to one or more admin users, who can then access the platform according to the permissions granted to them within the docs they’ve been assigned.

Agent permissions

For agents, permissions are configured within the agent user’s configuration settings, via the Security configuration panel tab. Here, you can enable or disable permissions for agents and supervisors to control what actions they can make within the agent interface. Permissions include everything from their log-in configuration to the types of calls they can make (inbound, outbound, or blended).

To learn more about agent permissions, visit Configuring agent permissions.