Users, Roles, and Departments

In 4phone, your organizational structure is defined through users, roles, and departments. Proper configuration is essential for access control, call routing, and analytics.

User roles

Each user is assigned a single role that determines their access level:

1. Operator: receives and places calls, and views their own statistics. Does not have access to system settings.
2. Manager: accesses analytics, call recordings, and quality control. Can manage selected operational settings.
3. Administrator: full access to tenant settings including trunks, numbers, queues, integrations, and users.
4. Owner: one per tenant. Full control over the account, including billing and critical settings.

Important

The "Owner" role is assigned to the first registered user. Only a platform superadministrator can change or transfer this role.

Managing users

The "Users" section is available to administrators and owners.

Creating a user

1. Click "Add user".
2. Enter the email address, password, first name, and last name.
3. Select a role from the list.
4. Optionally assign the user to a department.

Editing a user

1. You can update the first name, last name, role, and department.
2. To change the password, enter a new password in the password field.
3. The email address cannot be changed.

Deactivating a user

Instead of deleting a user, you can deactivate their account. A deactivated user cannot sign in, but their historical data (statistics, call recordings) is preserved.

Check

Deleting a user is irreversible. We recommend deactivating the user first and confirming that their associated data is no longer needed.

Filtering users

The user list can be filtered by:

1. name or email;
2. role;
3. active status;
4. department.

Departments

Departments help organize employees into groups for call routing, analytics, and access management.

Hierarchy

Departments support nesting: a department can have a parent department. This allows you to build an organizational tree of any depth.

Creating a department

1. Enter a name and a unique code.
2. Select a parent department, or leave it empty to create a root-level department.

Department members

Each department member has a role within that department:

1. Head (Manager): views extended analytics for the department.
2. Member: regular department employee.

A single user can belong to multiple departments.

Adding members

1. Open the department card.
2. Click "Add member".
3. Select a user from the list and specify their role within the department.

Tip

Departments are used as filters in statistics and quality control. Assigning employees to the right departments improves the accuracy of your analytics.

Where departments are used

1. Auto-callback: an auto-callback target can be linked to a department.
2. Statistics: filtering KPIs by department.
3. Quality control: analyzing evaluation scores by department.
4. Routing: linking extensions to a department for group management.

Before setting up your organizational structure

1. your company's department hierarchy is defined;
2. the appropriate role is selected for each employee;
3. employees are assigned to their respective departments;
4. department heads are assigned the "Head" role;
5. access permissions are verified: administrators see settings, while operators see only calls.

Next, we recommend reading Extensions and WebRTC and Call Queues and Agent Assignment.