Using Zoom Phone role management

Zoom’s web portal provides you with user management features that allow you to control who has access to the features and settings available. As an example, you can assign the role of call queue admin to each of the phone users A and B so that they are able to manage certain call queues and attend to their needs accordingly. If you want to assign a queue to user A for billing calls, and another to user B for sales calls, then this is what you should do.

Notes:

  • You can assign users the Phone Management role using account-level role management in order to give them access to view and/or edit all Zoom Phone settings in the web portal. There is also an alternative option, which is to use the role of the Phone Super Admin described in this article.
  • There are no mobility settings that can be modified at the account or group level in Zoom Phone roles. It is necessary to use account-level role management so as to grant access to these settings. More information about the privileges required can be found in the privileges listing.

Default roles

You can use the following Zoom Phone roles:

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.

In order to assign these roles, please refer to the sections below to learn how to allocate targets and members.

Notes:

  • In a Phone Super Admin role, there are no specific targets required since it covers all aspects and features of the web portal.
  • For the other 4 default admin roles, you can’t directly change their privileges. Instead, you will need to duplicate them and then change their privileges.

How to add members to roles

To define phone users who have access to the privileges of a role, add them as members.

  1. To edit roles, sign in as a Zoom web portal user with account ownership rights.
  2. Select User Management then Roles from the navigation menu.
  3. Select the Phone tab.
  4. On the Edit tab, you can assign members to roles.
  5. Select Role Members.
  6. Click Add. Choose from the following options
    • Add new members:
    • Members can be manually added to the system. To add users as members, enter their names or email addresses, then click Add.
      Note:
    • Zoom Phone subscribers must have their own license.
    • Copy existing roles members:
    • Add members to a Zoom Phone role from any existing role. From the drop-down menus, choose the role and members, and click Save.
      It is also possible to copy the individual targets that each member of your organization has set for themselves when you copy over their targets.

Note:

The User Management page also provides a way to add members to roles.

How to add a default target to a role

There should be a default target that defines which extensions members of a specific role can view and edit by default. It should apply to members of existing roles as well as those who join new roles. For instance, if you choose to apply the Compliance Admin default role to a Billing call queue, then all existing users as well as new members will now be able to access the respective Compliance Admin privileges associated with the Billing call queue.

  1. As the account owner or a user that has permission to edit roles in the Zoom web portal, please sign-in in that role.
  2. Click User Management, followed by Roles, on the navigation menu.
  3. Click on the Phone tab.
  4. After choosing the role that you wish to edit, click Edit.
  5. You will be taken to the Target Defaults screen.
  6. Click on Add Targets.
  7. Choose the extensions you want to target.
  8. Select Add.
  9. Add more default targets by repeating steps 6 through 8.

How to add a target to members

You can specify targets that describe which extensions are available for a member of that role to view and edit. You can specify different targets for different members of the group.

  1. During the enrollment process, the account owner or another person who has access to edit roles should sign in to the Zoom web portal.
  2. Next, click User Management, and then select Roles on the left side of the screen.
  3. Select the Phone tab on the left side of the screen.
  4. On the left side click Edit for the role that you wish to edit.
  5. Select the Members tab for the role that you wish to edit.
  6. If you would like to add targets to a role member, click Manage Targets next to the role member’s name.
  7. Then click the Add Targets button.
  8. Specify which extensions should be added to the member.
  9. Click on the Add button.
  10. You can add multiple targets to the member by repeating steps 7 to 9.

How to duplicate a default role and changing privileges

In default roles, you cannot customize privileges, so they must be duplicated then customized.

  1. To edit roles in Zoom, log in as the owner or an administrator of the account.
  2. Select User Management and then Roles on the navigation menu.
  3. Select the Phone tab.
  4. After selecting Duplicate, choose Default Role.
    On the roles table, a copy of that role will be added.
  5. The copied role can be edited by clicking Edit next to it.
  6. You will need to edit the roles privileges in the settings tab of the copied role.
  7. Afterwards, assign the copied role to members and targets.

Privileges

If you duplicated a default role, you can change the phone privileges as follows:

Phone Super Admin

  • Phone Number:
  • Modify the settings for your phone number.
  • User and Rooms:
  • Edit or view phone users of your Zoom rooms, public phones, and other phones located in common areas.
    Note:
  • Users with this privilege can also set up call delegation for their phones.
  • Audio Library:
  • Access or change the audio settings for the site or the account.
  • Voicemail notification by email:
  • The policy regarding voicemail notifications by email can be viewed or edited.
    • Manage emails that receive forwarded voicemails:
    • It is possible to view or edit emails where voicemail is forwarded to.
  • Recording Access:
  • Account-level call logs allow users to view and play recordings.
    Note:
  • However, this privilege does not include the capability of granting access to call recordings.
    • Download:
    • A user can download call recordings using their account’s call log.
    • Delete:
    • The account’s call log can also be used to delete recordings.
  • Call Log:
  • Users can access and edit the call log for their account.
  • All Other Features:
  • In addition to the call log, users can view and edit the following features.
    • Automatic receptionist
    • And call queues
    • For groups of shared lines
    • As well as for devices and phones
    • Monitoring of calls
    • Via account-level settings

Phone Site Admin

The “Target Site Super Admin” role has the same rights as the “Phone Super Admin.” role, but the rights are restricted to those sites. For example, members are allowed to view or edit the phone numbers associated with target sites via the Phone Number privilege.

Call Queue Admin

Note:

Only those queues specified are subject to these privileges.

Queue Management

  • Manage Basic Information:
  • The language of the prompt, your name, the phone number, the extension number, the time zone, and the site information can be changed.
  • Configure Automatic Call Recording:
  • Change the recording policy settings.
    • Manage users access to recordings:
    • You can view or edit who has access to recordings.
  • Voicemail Access:
  • Listen to voicemails.
    • Download:
    • Save voicemails.
    • Delete:
    • Remove voicemails.
  • Recording Access:
  • Recordings can be viewed and played.
    • Download:
    • Download recordings.
    • Delete:
    • Delete recordings.
  • Call Log:
  • Manage the call log entries for a queue.
  • All Other Features:
  • In addition to the privileges stated above, users may access and edit any other features and settings.

User Access Management

  • Manage Call Queue membership: You can view or edit the membership of the call queue.
  • Manage users access to voicemail: Access to the voicemail inbox can be viewed or edited.
  • Manage emails that receive forwarded voicemails: The email address where voicemails from the call queue will be forwarded can be edited.
  • Manage users access to voicemail transcriptions: Access policy settings for transcriptions of voicemails.

Auto Receptionist Admin

Note: The specified target auto receptionists will only be granted these privileges.

  • Manage users access to voicemail: View or edit the users who have access to voicemail.
  • Voicemail Access: Play and view voicemails.
    • Download: Save voicemails.
    • Delete: Remove voicemails.
  • Manage emails that receive forwarded voicemails: View or edit the emails to which the auto-receptionist forwards voicemails.
  • Manage users access to voicemail transcriptions: Adjust the voicemail transcription policy.
  • All Other Features: You can view any other features or settings that are not included in the privileges above.

Recording Admin

Note: The privileges granted here will only be applicable to the designated target sites, users, and call queues. Despite these privileges, it is not possible to manage the access that users have to call records. If customers want to have control over the access to call recordings of other people, they can assign the Call Queue Admin role to them or they can assign the super admin or the site admin role to them.

  • Recording Access: Listen to and view recordings of calls.
    • Download: Listen to and view recordings of calls.
    • Delete: You can delete recordings of calls.

Compliance Admin

Note: Only the targets that are specified will be able to take advantage of these privileges. There is no management of the access to call recordings that comes with these privileges. There is an option to assign users the Phone Queue Admin or Phone Site Admin role so that they can manage access to call recordings for other users. Or you can assign the Call Queue Admin or Phone Site Admin role to give them this permission.

  • Voicemail Access: Listen to and view your voicemail messages.
    • Download: The voicemail file can be downloaded.
    • Delete: The voicemail file can be deleted.
  • Recording Access: Playback of recorded calls is available.
    • Download: Recorded calls can be downloaded.
    • Delete: Call recordings can be deleted.
  • SMS: The SMS logs can be viewed or edited.