Workspace users and roles
Details may change
Workspace roles are coming to the Early Adopter Program and are still being finalised. What you see here may change before and after release, and we will update this article as each part is released.
Overview
Until now, a user on a myCloudPBX phone system has been an extension: a handset or a softphone. With workspace roles, each phone system has its own people. Each person holds one role, and the people you choose can sign in and use the new Service Portal themselves, straight from the myCloudPBX Connect App.
Roles are switched on when a phone system joins the Early Adopter Program. Phone systems that have not joined carry on as they are.
The four roles
Every person on a phone system holds one role.
| Role | What they look after |
|---|---|
| Administrator | The whole workspace. Everything a Manager can do, plus ordering, porting and cancelling numbers, 000 emergency addresses, recording and transcription settings, integrations such as CRM and Teams, and who holds which role. |
| Manager | Running the phones day to day: users, handsets, call flows, IVRs, queues, schedules, the blocklist and routing for existing numbers. Managers can add people as Managers, Reporting users or Users. |
| Reporting | Reports and call records. No changes to settings, unless everyday changes is switched on for them. |
| User | Their own phone: voicemail, greetings, forwarding, their profile and the company directory. |
There are no custom roles. If someone's access has been tailored to them, choose the role that fits them best.
Two extra permissions
On top of their role, two permissions can be switched on for a person.
Everyday changes
Everyday changes covers the jobs that keep the phones running, without changing how they are set up:
- update announcements and recorded sounds
- change music on hold
- switch day, night and holiday modes
- set a temporary forward, for example sending the Brisbane office to reception until tomorrow
- keep the company contact directory up to date
- reset a guest room's voicemail and greeting at checkout, on guest extensions only
Administrators and Managers have everyday changes built in. It can be switched on for a Reporting user or a User, which suits a receptionist.
Call content
Call content covers what was said on a call:
- listen to call recordings
- read call transcripts and AI summaries
- view faxes
- listen in to live calls
Administrators always have call content. For everyone else it is off until someone switches it on for them. Everyone can always hear their own voicemail.
Who can do what
| Area | Administrator | Manager | Reporting | User |
|---|---|---|---|---|
| Own phone: voicemail, greetings, forwarding, profile | Change | Change | Change | Change |
| Company directory | Change | Change | View, or change with everyday changes | View, or change with everyday changes |
| Everyday changes | Built in | Built in | If switched on | If switched on |
| Users and handsets | Change | Change | No access | No access |
| Call flows and schedules | Change | Change | No access | No access |
| Numbers and 000 addresses | Change | View | No access | No access |
| Integrations | Change | View | No access | No access |
| Recording settings, including deleting recordings | Change | View | No access | No access |
| People and roles | Change | Manager, Reporting and User roles only | No access | No access |
| Reports and call records | Yes | Yes | Yes | No access |
| Call content | Always | If switched on | If switched on | No access |
| Multi-factor sign in | Required | Required | Required | Not required |
How this looks in a real business
| Person | Role |
|---|---|
| Business owner or practice manager | Administrator |
| Office manager or IT lead | Manager |
| Quality or compliance officer | Reporting, with call content |
| Receptionist | User, with everyday changes |
| Everyone else | User |
Setting up roles
Roles are set when a phone system joins the Early Adopter Program. See Joining the program for how to start.
During joining, the person enrolling the phone system will:
- Choose the people who look after the workspace: at least one Administrator, plus any Managers or Reporting users.
- Set what each person can see and do.
- Add an email address for each person they have chosen.
Only real people's phones are listed. Guest, hotel and virtual extensions carry on as they are. Anyone who listens in to live calls today is highlighted, so you can give them a role with call content. Anyone not chosen starts as a User and can be given a role later.
Signing in
Each person chosen receives a "Welcome to the Early Adopter journey" email. It walks them through setting up their sign in and multi-factor authentication. From then on, they open the new Service Portal from the myCloudPBX Connect App.
Existing settings carry across
Some of today's handset and directory settings, such as switching day and night mode from a handset or re-recording prompts, are now part of everyday changes. Anyone who has them today keeps them, with nothing to set up again.
Safeguards
- Nobody can give someone more access than they hold.
- Nobody can change their own role or permissions.
- Every phone system has at least one Administrator.
- Anyone above User signs in with multi-factor authentication.
- Changes to someone's access take effect straight away.
- Every view of call content will be recorded, and Administrators will be able to see who has access and who has viewed what.
Frequently Asked Questions
Does every extension need a role?
No. Anyone you do not choose is a User, which covers their own phone, voicemail and settings. You can give them a role at any time.
Can someone hold more than one role?
No. Each person holds one role on a phone system. Use the two permissions to adjust what they can do.
Do Users need multi-factor sign in?
No. Multi-factor sign in is required for Administrators, Managers and Reporting users only.
What happens when the Early Adopter Program ends?
The people you choose and their roles stay in place after the program ends.