Using Zoom Phone role management

With the help of the zoom web portal’s role management feature, you can control access to certain features and settings within the Zoom web portal. In order for users A and B to manage specific call queues, for example, you can assign them the role of call queue admin so they are members of the call queue admins group. After that, user A can be assigned to the billing queue, and user B can be assigned to the sales queue.

This article covers:

• Default roles

• How to add members to roles

• How to add a default target to a role

• How to add targets to members

• How to duplicate a default role and changing privileges

• Privileges

  • Phone Super Admin

  • Phone Site Admin

  • Call Queue Admin

  • Auto Receptionist Admin

  • Recording Admin

Default roles

Zoom Phone already offers four different roles which you can use to make calls using Zoom Phone:

To use these roles, follow the sections below to assign members and targets.

How to add members to roles

In order to specify which phone users have access to the privileges associated with a given role, members need to be added to that role.

1. You will need to log into the Zoom web portal as the account owner or a person with access to edit roles in the account.

2. You can access User Management from the menu on the left and Roles from the menu on the right.

3. You will find the Phone tab on the left hand side of the screen.

4. In order to assign members to a role, click on the Edit button next to that role.

5. To change the members of a role, click on the members tab.

6. Click on the Add Members button. Choose one of the options below, and then click on it

   • Add new members: You will need to manually add new members to the group. To add users to the list of members, you can either enter their names or email addresses, and then click on Add.
     Note: It is mandatory that the users you assign to Zoom Phone must have a license for Zoom Phone.

   • Copy Members from Existing Role: This feature allows you to copy specific members or all members from an existing Zoom Phone role. By using the drop-down menus, select the role and members you wish to assign, and then click Save.
     (This option can be selected if you wish to copy over the individual targets set for each member of the group you are copying over as well.

How to add a default target to a role

To make it easier for role members to view/edit extensions that are associated with the role, a default target can be added. There are default targets that apply to all role members, regardless of whether they are new or existing. Suppose, for example, that you choose to use a Billing call queue as the target for the Compliance Admin default role, then all existing and new members of that call queue will have access to all of the Compliance Admin privileges that are associated with this call queue.

1. You will need to log into the Zoom web portal as the account owner or a person with access to edit roles in the account.

2. Click on User Management then click on Roles from the navigation menu at the top of the page.

3. Please click on the Phone tab at the top of the page.

4. The role that you want to edit can be edited by clicking Edit next to it.

5. Select the Default Targets tab from the drop-down menu.

6. Then click the Add Targets button.

7. Add the extensions you wish to target to the list by selecting them.

8. Please click on the Add button.

9. In order to add more default targets, repeat steps 6 to 8 as necessary.

How to add a target to members

It is possible to specify the extensions that role members will be able to view and edit by adding targets. Each member can have a different target set for them.

1. You will need to log into the Zoom web portal as the account owner or a person with access to edit roles in the account.

2. Click on User Management then click on Roles from the navigation menu at the top of the page.

3. Please click on the Phone tab at the top of the page.

4. The role that you want to edit can be edited by clicking Edit next to it.

5. Select the Role Members tab on the left hand side of the screen.

6. To add targets to a role member, click Manage Targets next to the name of the role member you want to add targets to.

7. Then click the Add Targets button.

8. To add extensions to a member, select the extensions you wish to add.

9. Please click on the Add button.

10. Adding more targets to a member can be done by repeating steps 7 to 9 in the same way.

How to duplicate a default role and changing privileges

A default role cannot be customized in terms of privileges, so you will have to duplicate it in order to customize it.

1. You will need to log into the Zoom web portal as the account owner or a person with access to edit roles in the account.

2. You can access User Management from the menu on the left and Roles from the menu on the right.

3. Please click on the Phone tab at the top of the page.

4. Select the Duplicate button next to one of the default roles.
   There will be a copy of the role added to the bottom of the table of roles so that users can easily find it.

5. After you have copied the role, click on the Edit button next to it.

6. Change the privileges on the Role Settings tab by clicking on the Edit button.

7. The role should be assigned to members and targets.

Privileges

Depending on which default role you duplicated, you will be able to change the phone privileges:

Phone Super Admin 

• Phone Number: You can view the settings for your phone number or edit them.

• User and Rooms: The Zoom Rooms, common area phones, and users on the phone can be viewed or edited.
  Note: As part of this privilege, a phone user is given the ability to delegate calls.

• Default Audio Prompts: You can view or edit the audio settings at the site level or account level.

• Voicemail Access: View and play voicemail.

  • Play voicemail: You’ll be able to listen to your voicemail and see what it says.

  • Download: download voicemail.

  • Delete: Delete voicemail.

• Voicemail notification by email: You can view or edit the policy regarding voicemail notification by email at any time.

  • Manage emails that receive forwarded voicemails: You are able to view or edit emails that receive forwarded voicemails.

• Recording Access: With the account level call log, you will be able to view and play recordings.
  Note: Access to call recordings is not included in this privilege and cannot be granted.

  • Play recordings: You are able to play recordings and listen to transcriptions of recordings.

  • Download: You can download the recordings using the account-level call log, which you can access by clicking on the link provided above.

  • Delete: The account-level call log can be used to delete recordings.

• Call Log: You can view or edit the call log at the account level.

• SMS Log: View or edit SMS.

  • View Messages: You can view the content of the messages you have received.

• Personal Emergency Address Access: Access the personal emergency addresses of users and edit them as needed.

• Data Residency: This function allows the user to view or edit the location of phone content and data for account extensions such as call queues, auto receptionists, shared line groups, and common areas of the account.

• All Other Features: The following features can be viewed or edited as well as all other features.

  • Auto receptionists

  • Call queues

  • Shared lines groups

  • Phones and devices

  • Call monitoring

  • Account-level settings

Phone Site Admin

In addition to the same privileges as the Phone Super Admin, this role has the ability to restrict privileges to specific targets. It is possible, for example, to view or edit any phone number assigned to a target site through the Phone Number privilege.

Call Queue Admin

Note: Only the call queues specified in the list of targets will be affected by these privileges.

Queue Management

• Manage Basic Information: You are able to view or edit the basic information, such as a name, a phone number, an extension number, a time zone, the prompt language, and the company website.

• Automatic Call Recording: You can view or edit the policy setting that controls the automatic recording of calls.

  • Manage users access to recordings: You can view or edit the list of users who have access to recordings.

• Voicemail Transcription: The policy for voicemail transcription can be viewed or edited.

• Voicemail notification by email: You can view or edit the policy regarding voicemail notification by email at any time.

  • Manage emails that receive forwarded voicemails: By viewing or editing these emails, you will be able to receive forwarded voicemails in the future.

• Voicemail Access: View and play voicemail.

  • Play voicemail: You will be able to listen to voicemail and view the voicemail transcription.

  • Download: Download voicemail.

  • Delete: Delete voicemail.

• Recording Access: View and play recordings.

  • Play recordings: You can listen to recordings and view transcriptions of the recordings.

  • Download: Download recordings.

  • Delete: Delete recordings.

• Call Log: For each target call queue, you can view or edit the entries in the call log.

• SMS Log: View or edit SMS.

  • View Messages: You can view the content of the messages you have received.

• Personal Emergency Address Access: Access the personal emergency addresses of users and edit them as needed.

• Data Residency: The ability to view or edit the location in which phone content and data are stored, such as call queues, automatic receptionists, ring groups or shared areas, for account extensions such as call queues, ring groups, and shared lines.

• All Other Features: This privilege allows you to view or edit any other features or settings that may not be covered by the privileges above.

User Access Management

• Manage Call Queue membership: You can view and edit the membership of the call queue at any time.

• Manage users access to voicemail: Manage users whose voicemail inbox can be accessed by logging in to the voicemail system.

• Manage emails that receive forwarded voicemails: With this feature, you can view and edit the emails that receive the voicemails forwarded by the call queue.

• Manage users access to voicemail transcriptions: View or edit the policy setting for voicemail transcriptions.

Auto Receptionist Admin

• Manage users access to voicemail: This allows you to view or edit which users can access the voicemail inbox.

• Voicemail Access: View and play voicemail.

  • Play voicemail: You will be able to listen to voicemails and view their transcriptions.

  • Download: Download voicemail.

  • Delete: Delete voicemail.

• Voicemail notification by email: You can view or edit the policy regarding voicemail notification by email at any time.

  • Manage emails that receive forwarded voicemails: The auto receptionist can send voicemails to several emails, which can be viewed or edited.

• Voicemail transcriptions: You can see or edit the settings for transcriptions of voicemail messages in the policy settings.

• Call Log: View or edit call logs.

• SMS Log: View or edit SMS.

  • View Messages: You can view the content of the messages you have received.

• Data Residency: This feature allows you to view or edit where the phone contents and data for the account extensions like call queues, auto receptionists, shared line groups, and common areas will be stored.

• All Other Features: This privilege allows you to view or edit any other features or settings that may not be covered by the privileges above.

Recording Admin

• Recording Access: View and play call recordings.

  • Play recordings: You can listen to recordings and view transcriptions of the recordings.

  • Download: Download call recordings.

  • Delete: Delete call recordings.

Compliance Admin

• Voicemail Access: You can view and listen to your voicemail messages.

  • Play voicemail: You’ll be able to listen to your voicemail and see what it says.

  • Download: Download voicemail.

  • Delete: Delete voicemail.

• Recording Access: Recordings can be viewed and played at any time.

  • Play recordings: You are able to play recordings and listen to transcriptions of recordings.

  • Download: Download call recordings.

  • Delete: Delete call recordings.

• Call log: View or edit call logs.

• SMS: View or edit SMS logs.

  • View Messages: View the content of messages.

All content and images credit goes to https://support.zoom.us