Using Zoom Phone role management

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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. 

Notes:

  • 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.
  • Zoom Phone roles don't have access to group and account level phone policy settings. To grant access to these settings, you need to use account-level role management. Refer to the list of required privileges for more information.

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.
Recording Admin Full privileges to view, play, download, or delete call recordings that belong to users and call queues.
Compliance Admin Full privileges to view and manage call logs, recordings, voicemail, and SMS.

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

Notes:

  • 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 and then change the privileges.

How to add members to roles

Add members to a role to specify the phone users that have access to 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 Roles.
  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. then click one of these options
    • Add new members: Manually add new members. Enter names or email addresses to specify users to add as members, then click Add.
      Note: The users you assign must have a Zoom Phone license.
    • Copy Members from Existing Role: Copy specific or all members from an existing Zoom Phone role. Select the role and members using the drop-down menus, then click Save.
      (Optional) Select Copy over members targets to also copy the individual targets set for each member you're copying over.

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

How to add a default target to a role

Add a default target to determine the default extensions that role members can view/edit. Default targets apply to new and existing role members. For example, if you can a Billing call queue as the target for the Compliance Admin default role, all existing and new members will be able to access the associated Compliance Admin privileges for the Billing call queue.

  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 Roles.
  3. Click the Phone tab.
  4. Click Edit next to the role you want to edit.
  5. Click the Default Targets tab.
  6. Click Add Targets.
  7. Select the extensions to add as a target.
  8. Click Add.
  9. Repeat steps 6 to 8 to add more default targets.

How to add a target to members

Add targets to specify the extensions 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 Roles.
  3. Click the Phone tab.
  4. Click Edit next to the role you want to edit.
  5. Click the Role Members tab.
  6. Click Manage Targets next to the name of role member you want add targets to.
  7. Click Add Targets.
  8. Select the extensions to add to the member.
  9. Click Add.
  10. Repeat steps 7 to 9 to add more targets to the member.

How to duplicate 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 Roles.
  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 Number: View or edit phone number settings.
  • User and Rooms: View or edit phone users, Zoom Rooms, and common area phones.
    Note: This privilege includes setting up call delegation for phone users.
  • Default Audio Prompts: View or edit site-level or account-level audio settings.
  • Voicemail Access: View and play voicemail.
    • Play voicemail: Listen to voicemail and view voicemail transcriptions.
    • Download: download voicemail.
    • Delete: Delete voicemail.
  • Voicemail notification by email: View or edit the voicemail notification by email policy.
  • Recording Access: View and play recordings using the account-level call log.
    Note: This privilege doesn't include the ability to grant access to call recordings.
    • Play recordings: Listen to recordings and view recording transcriptions.
    • Download: Download recordings using the account-level call log.
    • Delete: Delete recordings using the account-level call log.
  • Call Log: View or edit the account-level call log.
  • SMS Log: View or edit SMS.
    • View Messages: View the content of messages.
  • Personal Emergency Address Access: View or edit users' personal emergency addresses.
  • Data Residency: View or edit the storage location of phone content and data for account extensions such as call queues, auto receptionists, shared line groups, and common areas.
  • All Other Features: View or edit all other features including the following.

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.
  • Automatic Call Recording: View or edit the policy setting for automatic call recordings.
  • Voicemail Transcription: View or edit voicemail transcription policy.
  • Voicemail notification by email: View or edit the voicemail notification by email policy.
    • Manage emails that receive forwarded voicemails: View or edit the emails that can receive forwarded voicemails.
  • Voicemail Access: View and play voicemail.
    • Play voicemail: Listen to voicemail and view voicemail transcriptions. 
    • Download: Download voicemail.
    • Delete: Delete voicemail.
  • Recording Access: View and play recordings.
    • Play recordings: Listen to recordings and view recording transcriptions. 
    • Download: Download recordings.
    • Delete: Delete recordings.
  • Call Log: View or edit call log entries for the target call queues.
  • SMS Log: View or edit SMS.
    • View Messages: View the content of messages.
  • Personal Emergency Address Access: View or edit users' personal emergency addresses.
  • Data Residency: View or edit the storage location of phone content and data for account extensions such as call queues, auto receptionists, shared line groups, and common areas.
  • 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.

  • Manage users access to voicemail: View or edit users that can access the voicemail inbox.
  • Voicemail Access: View and play voicemail.
    • Play voicemail: Listen to voicemail and view voicemail transcription.
    • Download: Download voicemail.
    • Delete: Delete voicemail.
  • Voicemail notification by email: View or edit the voicemail notification by email policy.
  • Voicemail transcriptions: View or edit the policy setting for voicemail transcriptions.
  • Call Log: View or edit call logs.
  • SMS Log: View or edit SMS.
    • View Messages: View the content of messages.
  • Data Residency: View or edit the storage location of phone content and data for account extensions such as call queues, auto receptionists, shared line groups, and common areas.
  • All Other Features: View or edit all other features and settings not covered by the privileges above.

Recording Admin

Note: These privileges will only apply to the specified target sites, users, or call queues. These privileges do not include the ability to manage users' access to call recordings. You can find this privilege in the Call Queue Admin role.; or you can assign the Phone Super Admin or Phone Site Admin role to allow users to manage other users' access to call recordings.

Compliance Admin

Note: These privileges will only apply to the specified targets. These privileges do not include the ability to manage users' access to call recordings. You can find this privilege in the Call Queue Admin role.; or you can assign the Phone Super Admin or Phone Site Admin role to allow users to manage other users' access to call recordings.

  • Voicemail Access: View and play voicemail.
    • Play voicemail: Listen to voicemail and view voicemail transcriptions.
    • Download: Download voicemail.
    • Delete: Delete voicemail.
  • Recording Access: View and play call recordings.
  • Call log: View or edit call logs.
  • SMS: View or edit SMS logs.
    • View Messages: View the content of messages.

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