Permissions and roles

UltraCart Calls uses a four-tier permission model to control what each person can see and do within the phone system. Permissions determine navigation visibility, configuration access, data visibility, and supervisor capabilities like barge, coach, and override approvals.

Overview

Every user who accesses UltraCart Calls is assigned one of four permission levels. These levels are hierarchical -- each higher level includes everything the level below it can do, plus additional capabilities.

The four levels, from most access to least:

What each role can do

Admin

Admins have unrestricted access to UltraCart Calls. This role is designed for system administrators and managers who need to configure and maintain the phone system.

Admin-only capabilities include:

• All settings pages -- phone numbers, agents, queues, IVR menus, time-based routing, voicemail mailboxes, audio library, hardware phones, and Class of Service templates

• Agent management -- create, edit, and deactivate agent profiles for all users

• Queue configuration -- create and modify queues, assign agents, configure greetings and hold music

• Full agent visibility -- see all agents in the system, regardless of queue membership

• Cost data -- view call cost columns in call history

• All voicemail mailboxes -- access and manage every voicemail mailbox, including changing assignments and toggling mailboxes on or off

• AI agent configuration -- create and configure AI voice agents

• Queue dashboard -- view all queues in the monitoring dashboard, not just queues they belong to

Supervisor

Supervisors can monitor and manage their team in real time. This role is designed for team leads and floor managers.

Supervisor capabilities (in addition to everything a User can do):

• Barge -- join an active call silently (muted) or as a participant (unmuted)

• Coach -- whisper privately to an agent during a call without the caller hearing

• Override approvals -- approve or deny Class of Service override requests from agents

• Queue reset -- clear queue statistics

• Agent status management -- change another agent's activity status from the queue monitoring dashboard

• Queue voicemail access -- view voicemail for queues they belong to

User

Users have standard call-handling access. This role is designed for agents who handle calls daily.

User capabilities:

• Make and receive calls through the softphone

• Personal settings -- configure their own cellphone number, recording preferences, and activity status via the My Profile page

• Call history -- view their own call records (cost columns are hidden)

• Agent visibility -- see other agents who share at least one queue with them

• Voicemail -- access their personal voicemail mailbox and voicemail for queues they belong to

• Class of Service -- view their own calling restrictions and request overrides when a call is blocked

• Queue monitoring -- view real-time statistics for queues they belong to

No Access

Users with no Calls permission cannot access any Calls features. The Calls navigation items are hidden entirely.

Data filtering by role

Several features display different data based on the user's role:

Shared-queue agents means the user sees only agents who belong to at least one of the same queues they do. This keeps the agent list relevant to each person's team.

Assigning roles

Permissions are assigned through the UltraCart user administration system, not within the Calls settings. Contact your UltraCart account administrator to change a user's Calls permission level.

The three Calls permission flags are:

• pbx_admin -- grants Admin access

• pbx_supervisor -- grants Supervisor access

• pbx_user -- grants User access

A user with no Calls permission flags has No Access.

Related pages

• Agent management -- create and configure agent profiles

• Queue monitoring -- real-time queue dashboard and supervisor actions

• Class of Service -- outbound call restrictions and override workflow

• Transfers and conferencing -- barge and coach capabilities