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Using Zoom Phone role management Follow

Overview

You can use the role management feature to control access to features and settings in the Zoom web portal. For example, you can assign phone users A and B as members of the call queue admin role so that they can manage specific call queues. You can then assign user A to the billing call queue, and user B to the sales call queue. 

Note: To allow users to view and/or edit all Zoom Phone settings in the web portal, you can assign them the Phone Management role using account-level role management. Alternatively, you can use the Phone Super Admin role detailed in this article.

This article covers:

Default roles

There are four existing Zoom Phone roles that you can use:

Role name Level of access
Phone Super Admin All Zoom Phone features and settings in the web portal. 
Phone Site Admin Zoom Phone features and settings for a specific site, excluding settings that can only be changed at the account level
Call Queue Admin Features and settings for the specified target call queues, included associated call logs and recordings.
Auto Receptionist Admin Features and settings for the specified target auto receptionist. This doesn't include access to the associated call logs.

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

Note:

  • The Phone Super Admin role doesn't require targets since it applies to all features and settings in the web portal.
  • You can't directly change the privileges for the 4 default roles. You can duplicate the role then change the privileges.

Adding members to roles

Add members to role to specify the phone users that have access the role's privileges.

  1. Sign in to the Zoom web portal as the account owner or someone that has access to edit roles.
  2. In the navigation menu, click User Management then Role Management.
  3. Click the Phone tab.
  4. Click Edit next to the role you want to assign members to.
  5. Click the Role Members tab.
  6. Click Add Members.
  7. Enter names or email addresses to specify users to add as members.
    Note: The users you assign must have a Zoom Phone license.
  8. Click Add.

Note: You can also add members to roles using the User Management page.

Adding targets to members

Add targets to specify the sites, call queues, or auto receptionists that the role member can view/edit. You can add different targets for each member.

  1. Sign in to the Zoom web portal as the account owner or someone that has access to edit roles.
  2. In the navigation menu, click User Management then Role Management.
  3. Click the Phone tab.
  4. Click Edit next to the role you want to edit.
  5. Click the Role Members tab.
  6. Click the name of role member you want add targets to.
  7. Click Add Targets.
  8. Select the sites, call queues, or auto receptionists to add to the member.
  9. Click Add.

Duplicating a default role and changing privileges

You can't customize the privileges in the default roles so you have to duplicate it then customize it.

  1. Sign in to the Zoom web portal as the account owner or someone that has access to edit roles.
  2. In the navigation menu, click User Management then Role Management.
  3. Click the Phone tab.
  4. Click Duplicate next an default role.
    A copy of the role will be added to the bottom of the roles table.
  5. Click Edit next to the copied role.
  6. In the Role Settings tab, change the privileges.
  7. Assign members and targets to the role.

Privileges

You can change phone privileges depending on the default role you duplicated:

Phone Super Admin

Phone Site Admin

This role has the same privileges as the Phone Super Admin, but privileges are restricted to the target sites. For example, the Phone Number privilege allows members to view or edit phone numbers assigned to target sites.

Call Queue Admin

Note: These privileges will only apply to the specified target call queues.

Queue Management

  • Manage Basic Information: View or edit basic information including name, phone number, extension number, time zone, prompt language and site.
  • Configure Automatic Call Recording: View or edit the policy setting for automatic call recordings.
  • Voicemail Access: View and play voicemail.
    • Download: Download voicemail.
    • Delete: Delete voicemail.
  • Recording Access: View and play recordings.
    • Download: Download recordings.
    • Delete: Delete recordings.
  • Call Log: View or edit call log entries for the target call queues.
  • All Other Features: View or edit all other features and settings not covered by the privileges above.

User Access Management

Auto Receptionist Admin

Note: These privileges will only apply to the specified target auto receptionists.