Platform, Security & Integrations / Security

Role-Based Access Control

Role-Based Access Control (RBAC — see Glossary) lets you assign system permissions based on a person’s job role — receptionist, supervisor, IT administrator — rather than configuring access individually for every single employee one at a time.

What’s the actual business risk this addresses?

Without role-based permissions, businesses tend to end up in one of two bad places: everyone gets full administrator access because it’s easier to set up (a security risk), or admins configure permissions one employee at a time, letting them quietly drift out of sync as people change roles (an admin headache). Defined roles fix both problems at once.

What kinds of things can a role restrict?

Practically anything in the admin portal: who can view or download call recordings, who can change routing and call-flow settings, who can see company-wide billing or usage, and who can manage other users’ accounts. A front-desk role and an IT administrator role can see entirely different things by design.

Can we create our own custom roles, or only use pre-set ones?

You can create custom roles with granular, specific permissions to match how your business is actually organized, not just generic presets — useful for businesses with unusual reporting structures or compliance requirements around who can access what.

What happens when someone changes roles or leaves the company?

If you manage their account through Directory Sync, a role or department change in your company directory can update their phone-system permissions automatically, instead of requiring a manual update in a second system.

Does this apply to call center supervisors and agents too?

Yes — the same role-based approach applies to contact center roles, so an agent, a supervisor, and an administrator each see only the tools and data appropriate to their responsibilities.