---
title: "Basic user roles"
slug: "basic-user-roles"
description: "Learn about the roles in Voiso's \"Startup\" plan – Admin, Supervisor, Analyst, Agent, and Hardware Phone – including their features and configurable options."
tags: ["add", "add agent", "admin", "Agent", "analyst", "bulk upload", "hardware phone", "role", "role-based access", "supervisor", "user", "users"]
updated: 2026-04-30T09:50:20Z
published: 2026-04-30T09:50:20Z
canonical: "docs.voiso.com/basic-user-roles"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Basic user roles

**Who should read this article**: Administrators

Learn about the roles in Voiso's "Start-up" plan – Admin, Supervisor, Analyst, Agent, and Hardware Phone – including their features and configurable options.

## Introduction

A user is anyone in your contact center responsible for administration, supervision, data analysis, or handling interactions as an agent. These responsibilities are called *roles*. Contact centers that are on the Voiso's "Start-up" plan or contact centers without Security Access Groups enabled have the following user roles pre-defined:

- Admin
- Supervisor
- Analyst
- Agent
- Hardware Phone

This article provides an overview of the features assigned to each role, including which features are configurable.

Important

The features listed in the tables in this article are the most basic available for each role. As your contact center adds more features, permissions for these features are added to the user profiles according to role.

Use the the [Adding and modifying bulk users](/v1/docs/basic-user-roles#adding-and-modifying-bulk-users) procedure to update the permissions for all users when new features are added.

The Voiso basic user roles simplify the management of users in your contact center. Each role has slightly different permissions, some of which may be configured either [individually](/v1/docs/basic-user-roles#creating-users-and-assigning-roles), or in [bulk](/v1/docs/basic-user-roles#adding-and-modifying-bulk-users). As your contact center grows, you may consider adding [Security Access Groups](/v1/docs/administration-security-access-groups) to give you more complex user permission options.

IMPORTANT

By default, no new user has the ability to handle calls. To grant the ability, create a user account, assign a role, save the user account, then assign **Allow manual outbound calls**. For users you want to allow to use the Voiso **Agent Panel** softphone, assign the **WebRTC Enabled** permission.

## Creating users and assigning roles

To create and manage user accounts, navigate to the **Users** page by selecting **Users > Users** from the Voiso main menu.

To add a single user:

1. Navigate to **Users > Users** from the Voiso main menu.
2. Click **Add user**.
3. Specify the user's properties.
4. Select a role from the **Role** menu.
5. Click **Save**.

Important

- Every user account you create starts out with the default options for the **agent** role configured. To view and set the permissions for other roles, [edit the user account](/v1/docs/basic-user-roles#modifying-user-role-permissions) after you have saved it for the first time.
- When you save a new user profile or update an existing user's email address, Voiso automatically sends a confirmation email to the specified address. The recipient must confirm their email to activate the user account.

          Note

          

For contact centers that do not use Security Access Groups, if AMD is enabled for your contact center, you can ask your Voiso representative to turn on AMD by default for all [new users](/v1/docs/basic-user-roles) you create.

### Modifying user role permissions

A user role defines the access permissions available to a user in your contact center. In the Start-up plan, five predefined roles are available:

- [Admin](/v1/docs/basic-user-roles#admin)
- [Agent](/v1/docs/basic-user-roles#agent)
- [Analyst](/v1/docs/basic-user-roles#analyst)
- [Hardware Phone](/v1/docs/basic-user-roles#hardware-phone)
- [Supervisor](/v1/docs/basic-user-roles#supervisor)

You assign roles to users by using the **Add user** or **Edit user** pages.

![Users Add User View](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Users%20Add%20User%20View.png)

Each role has default permissions tailored to its responsibilities. While some permissions are fixed, others can be modified based on your contact center's needs. Detailed permission tables are provided in the [role descriptions](/v1/docs/basic-user-roles#role-descriptions) below.

To view or modify a user's permissions:

1. Select the username from the **Users** table to open the **Edit user** page.
2. Review or adjust the permissions as needed.
3. Click **Save** to apply the changes.

## Role permissions

The following subsections outline the features assigned to each role. Each subsection includes a table detailing the default settings for available features and whether they can be modified. For some roles there are settings that are enabled and cannot be disabled.

Important

The tables describe the role permissions that are available *after* the user account is saved for the first time.

### Admin

The **Admin** role provides features for users who set up features for other user roles as well as contact center operations. Users with the **Admin** role also have access to reporting features, including the Real-time Dashboard, Historical Reports, and Call Detail Records.

| Feature permission | Default setting | Editable | Description |
| --- | --- | --- | --- |
| Omnichannel Workspace Enabled | Disabled | Yes | The user may use the **Omnichannel Workspace** to handle digital interactions, such as webchat. |
| Allow manual outbound calls | Disabled | Yes | The user may use **Agent Panel** to make manually dialed outgoing calls to contacts. It is not necessary to grant this permission for outbound dialer only agents. |
| Allow external transfers | Disabled | Yes | The user may transfer calls to phone numbers outside the contact center, including to subject matter experts or higher tier support personnel. |
| Enable Answering Machine Detection | Disabled | Yes | If [AMD](/v1/docs/use-cases-amd) is enabled for your contact center, you can ask your Voiso representative to turn on AMD by default for all new users you create. |
| Allow Feature Access Code | Disabled | Yes | [Feature Access Codes](/v1/docs/supervisor-workflows-monitoring-hardware-phone-agents) are special codes that supervisors may enter into **Agent Panel** to monitor agents handling calls on third-party phones. |
| WebRTC Enabled | Disabled | Yes | The user may use **Agent Panel** to handle calls. Users without this permission granted only have access using a Hardware Phone. |
| Dashboard Number Masking | Enabled | Yes | The user may not view a contact's phone number. If this privilege is disabled, the contact's account ID (for CRM calls) or the Hidden number placeholder is displayed instead. |
| Disable recordings download | Enabled | Yes | The user may not download [call recordings](/v1/docs/recording-call-recording). |
| Click-to-call client number masking | Enabled | Yes | For click-to-call dialed numbers, the user may see a contact's phone number instead of the contact's account ID or the Hidden number placeholder in **Agent Panel**. |
| Allow click-to-call | Disabled | Yes | The user may initiate calls in a CRM by clicking an icon or link instead of manually dialing the number. |
| Allow CDR download | Disabled | Yes | The user may download selected [CDRs](/v1/docs/reporting-cdr) as a CSV file. |
| Allow HLR Lookup | Enabled | Yes | The user may initiate a [Home Location Register (HLR) Lookup request](/v1/docs/home-location-register-hlr), real-time phone number validation, from the call history in the **Agent Panel**. |
| CDR enabled | Enabled | No | The user may view [call detail records](/v1/docs/reporting-cdr). |
| Historic reports enabled | Enabled | No | The user may access and create reports about contact center performance. |
| Enable access to support chat | Disabled | Yes | User may access the Voiso [premium support chat](/v1/docs/premium-chat-support) to get faster turnaround on Voiso support requests. |
| View Integrations | Disabled | Yes | Access to view all integrations on the **[Integrations](/v1/docs/administration-crm-integration-settings)** page. |
| Edit Integrations | Disabled | Yes | Access to add, modify, and configure integrations on the **Integrations** page. |

### Agent

The **Agent** role provides the most common contact center features for users who handle interactions. Agents do not have permission to use reporting, supervisory, or administrative features; however, you can use the available features in the Administration feature area to specify which user interfaces the agent may access.

| Feature permission | Default setting | Editable | Description |
| --- | --- | --- | --- |
| Omnichannel Workspace Enabled | Disabled | Yes | The user may use the **Omnichannel Workspace** to handle digital interactions, such as webchat. |
| Allow manual outbound calls | Disabled | Yes | The user may use **Agent Panel** to make manually dialed outgoing calls to contacts. It is not necessary to grant this permission for outbound dialer only agents. |
| Allow external transfers | Disabled | Yes | The user may transfer calls to phone numbers outside the contact center, including to subject matter experts or higher tier support personnel. |
| Enable Answering Machine Detection | Disabled | Yes | If [AMD](/v1/docs/use-cases-amd) is enabled for your contact center, you can ask your Voiso representative to turn on AMD by default for all new users you create. |
| Allow Feature Access Code | Disabled | Yes | [Feature Access Codes](/v1/docs/supervisor-workflows-monitoring-hardware-phone-agents) are special codes that supervisors may enter into **Agent Panel** to monitor agents handling calls on third-party phones. |
| WebRTC Enabled | Disabled | Yes | The user may use **Agent Panel** to handle calls. Users without this permission granted only have access using a Hardware Phone. |
| Dashboard Number Masking | Enabled | Yes | The user may not view a contact's phone number. If this privilege is disabled, the contact's account ID (for CRM calls) or the Hidden number placeholder is displayed instead. |
| Disable recordings download | Enabled | Yes | The user may not download [call recordings](/v1/docs/recording-call-recording). |
| Click-to-call client number masking | Enabled | Yes | For click-to-call dialed numbers, the user may see a contact's phone number instead of the contact's account ID or the Hidden number placeholder in **Agent Panel**. |
| Allow click-to-call | Disabled | Yes | The user may initiate calls in a CRM by clicking an icon or link instead of manually dialing the number. |
| Allow CDR download | Disabled | Yes | The user may download selected [CDRs](/v1/docs/reporting-cdr) as a CSV file. |
| Allow HLR Lookup | Enabled | Yes | The user may initiate a [Home Location Register (HLR) Lookup request](/v1/docs/home-location-register-hlr), real-time phone number validation, from the call history in the **Agent Panel**. |
| CDR enabled | Disabled | No | The user may view [call detail records](/v1/docs/reporting-cdr). |
| Historic reports enabled | Disabled | No | The user may access and create reports about contact center performance. |
| Enable access to support chat | Disabled | Yes | User may access the Voiso [premium support chat](/v1/docs/premium-chat-support) to get faster turnaround on Voiso support requests. |

#### Granting Outgoing Call Permissions to a User

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Adding%20User%20For%20Outgoing%20Calls.mp4)

By default, new users do not have permission to make manual outbound calls. You must grant this permission in the user's profile or import a bulk user CSV with the **Allow Manual Outbound Calls** field set to **y**.

To enable manual outbound calling for a new user, follow these steps:

1. Navigate to **Users > Users** in the Voiso main menu.
2. Click **Add user** to create a new user profile.
3. Enter the user's **Name**.
4. Specify the **AD Username**—this is the name displayed in **Agent Panel**.
5. Enter the **Email address** the user will use to sign in.
6. Select the **Role** for the user:
  - Choose **Agent** for users who will handle interactions.
7. Set the user's **Extension**—this number is used for call transfers and routing.
8. Enter the **Caller ID** that will be displayed when making outbound calls.
  - If left blank, the default Caller ID is used.
9. Select the user's **Time zone**.
10. In the **Permissions** section, enable **Allow manual outbound calls**.
  - This is required only if the user will manually dial outbound calls.
  - If the user will only handle inbound calls or participate in outbound Dialer campaigns, this setting is not required.
11. (Optional) To allow click-to-call from your CRM, enable **Allow click-to-call**.
12. Assign the user to a **Team**. **Note:** An agent can belong to multiple teams only if all teams share the same [Effective Call Duration setting](/v1/docs/users-teams#effective-call-duration-override).
13. If the user will handle inbound calls, assign them to a **Queue**.
14. Click **Save** to create the user profile.

### Analyst

The **Analyst** role is designed for specialist users who review Call Detail Records. Grant the **CDR enabled** permission to enable this capability.

| Feature permission | Default setting | Editable | Description |
| --- | --- | --- | --- |
| Omnichannel Workspace Enabled | Disabled | Yes | The user may use the **Omnichannel Workspace** to handle digital interactions, such as webchat. |
| Allow manual outbound calls | Disabled | Yes | The user may use **Agent Panel** to make manually dialed outgoing calls to contacts. It is not necessary to grant this permission for outbound dialer only agents. |
| Allow external transfers | Disabled | Yes | The user may transfer calls to phone numbers outside the contact center, including to subject matter experts or higher tier support personnel. |
| Enable Answering Machine Detection | Disabled | Yes | If [AMD](/v1/docs/use-cases-amd) is enabled for your contact center, you can ask your Voiso representative to turn on AMD by default for all new users you create. |
| Allow Feature Access Code | Disabled | Yes | [Feature Access Codes](/v1/docs/supervisor-workflows-monitoring-hardware-phone-agents) are special codes that supervisors may enter into **Agent Panel** to monitor agents handling calls on third-party phones. |
| WebRTC Enabled | Disabled | Yes | The user may use **Agent Panel** to handle calls. Users without this permission granted only have access using a Hardware Phone. |
| Dashboard Number Masking | Enabled | Yes | The user may not view a contact's phone number. If this privilege is disabled, the contact's account ID (for CRM calls) or the Hidden number placeholder is displayed instead. |
| Disable recordings download | Enabled | Yes | The user may not download [call recordings](/v1/docs/recording-call-recording). |
| Click-to-call client number masking | Enabled | Yes | For click-to-call dialed numbers, the user may see a contact's phone number instead of the contact's account ID or the Hidden number placeholder in **Agent Panel**. |
| Allow click-to-call | Disabled | Yes | The user may initiate calls in a CRM by clicking an icon or link instead of manually dialing the number. |
| Allow CDR download | Disabled | Yes | The user may download selected [CDRs](/v1/docs/reporting-cdr) as a CSV file. |
| Allow HLR Lookup | Enabled | Yes | The user may initiate a [Home Location Register (HLR) Lookup request](/v1/docs/home-location-register-hlr), real-time phone number validation, from the call history in the **Agent Panel**. |
| CDR enabled | Disabled | Yes | The user may view [call detail records](/v1/docs/reporting-cdr). |
| Historic reports enabled | Disabled | No | The user may access and create reports about contact center performance. |
| Enable access to support chat | Disabled | Yes | User may access the Voiso [premium support chat](/v1/docs/premium-chat-support) to get faster turnaround on Voiso support requests. |

### Hardware Phone

Like users with the **Agent** role, users with the **Hardware Phone** role handle interactions. However, users with the **Hardware Phone** role cannot sign in to the Voiso application. All calls are handled using a hardware phone.

| Feature permission | Default setting | Editable | Description |
| --- | --- | --- | --- |
| Allow manual outbound calls | Disabled | Yes | The user may use **Agent Panel** to make manually dialed outgoing calls to contacts. It is not necessary to grant this permission for outbound dialer only agents. |
| Allow external transfers | Disabled | Yes | The user may transfer calls to phone numbers outside the contact center, including to subject matter experts or higher tier support personnel. |
| Allow Feature Access Code | Disabled | Yes | [Feature Access Codes](/v1/docs/supervisor-workflows-monitoring-hardware-phone-agents) are special codes that supervisors may enter into **Agent Panel** to monitor agents handling calls on third-party phones. |
| WebRTC Enabled | Disabled | Yes | The user may use **Agent Panel** to handle calls. Users without this permission granted only have access using a Hardware Phone. |
| Dashboard Number Masking | Enabled | Yes | The user may not view a contact's phone number. If this privilege is disabled, the contact's account ID (for CRM calls) or the Hidden number placeholder is displayed instead. |
| Disable recordings download | Enabled | Yes | The user may not download [call recordings](/v1/docs/recording-call-recording). |
| Click-to-call client number masking | Enabled | Yes | For click-to-call dialed numbers, the user may see a contact's phone number instead of the contact's account ID or the Hidden number placeholder in **Agent Panel**. |
| Allow click-to-call | Disabled | Yes | The user may initiate calls in a CRM by clicking an icon or link instead of manually dialing the number. |
| Allow CDR download | Disabled | Yes | The user may download selected [CDRs](/v1/docs/reporting-cdr) as a CSV file. |
| Allow HLR Lookup | Enabled | Yes | The user may initiate a [Home Location Register (HLR) Lookup request](/v1/docs/home-location-register-hlr), real-time phone number validation, from the call history in the **Agent Panel**. |
| CDR enabled | Disabled | No | The user may view [call detail records](/v1/docs/reporting-cdr). |
| Historic reports enabled | Disabled | No | The user may access and create reports about contact center performance. |
| Enable access to support chat | Disabled | Yes | User may access the Voiso [premium support chat](/v1/docs/premium-chat-support) to get faster turnaround on Voiso support requests. |

### Supervisor

The **Supervisor** role is designed for users responsible for managing agents within their assigned teams. By default, supervisors have access to specialized contact center features, including the [Real-time dashboard](/v1/docs/reporting-real-time-dashboard-overview) for monitoring performance, including the [Agent Zoom](/v1/docs/supervisor-workflows-agent-zoom), the ability to manage assigned [queues](/v1/docs/inbound-queues) and [interaction flows](/v1/docs/inbound-flows) configured by an administrator, access to [agent profiles](/v1/docs/users-users) within their teams, and the capability to create and send broadcast messages to their team members.

Tip

To configure Speech Analytics transcripts, refer to [Enabling Speech Analytics for a user](/v1/docs/speech-analytics#enabling-speech-analytics-for-a-user).

| Feature permission | Default setting | Editable | Description |
| --- | --- | --- | --- |
| Omnichannel Workspace Enabled | Disabled | Yes | The user may use the **Omnichannel Workspace** to handle digital interactions, such as webchat. |
| Allow manual outbound calls | Disabled | Yes | The user may use **Agent Panel** to make manually dialed outgoing calls to contacts. It is not necessary to grant this permission for outbound dialer only agents. |
| Allow external transfers | Disabled | Yes | The user may transfer calls to phone numbers outside the contact center, including to subject matter experts or higher tier support personnel. |
| Enable Answering Machine Detection | Disabled | Yes | If [AMD](/v1/docs/use-cases-amd) is enabled for your contact center, you can ask your Voiso representative to turn on AMD by default for all new users you create. |
| Allow Feature Access Code | Disabled | Yes | [Feature Access Codes](/v1/docs/supervisor-workflows-monitoring-hardware-phone-agents) are special codes that supervisors may enter into **Agent Panel** to monitor agents handling calls on third-party phones. |
| WebRTC Enabled | Disabled | Yes | The user may use **Agent Panel** to handle calls. Users without this permission granted only have access using a Hardware Phone. |
| Dashboard Number Masking | Enabled | Yes | The user may not view a contact's phone number. If this privilege is disabled, the contact's account ID (for CRM calls) or the Hidden number placeholder is displayed instead. |
| Disable recordings download | Enabled | Yes | The user may not download [call recordings](/v1/docs/recording-call-recording). |
| Click-to-call client number masking | Enabled | Yes | For click-to-call dialed numbers, the user may see a contact's phone number instead of the contact's account ID or the Hidden number placeholder in **Agent Panel**. |
| Allow click-to-call | Disabled | Yes | The user may initiate calls in a CRM by clicking an icon or link instead of manually dialing the number. |
| Allow CDR download | Disabled | Yes | The user may download selected [CDRs](/v1/docs/reporting-cdr) as a CSV file. |
| Allow HLR Lookup | Enabled | Yes | The user may initiate a [Home Location Register (HLR) Lookup request](/v1/docs/home-location-register-hlr), real-time phone number validation, from the call history in the **Agent Panel**. |
| CDR enabled | Enabled | Yes | The user may view [call detail records](/v1/docs/reporting-cdr). |
| Historic reports enabled | Enabled | Yes | The user may access and create reports about contact center performance. |
| Enable access to support chat | Disabled | Yes | User may access the Voiso [premium support chat](/v1/docs/premium-chat-support) to get faster turnaround on Voiso support requests. |

## Adding and modifying bulk users

For detailed instructions on importing and modifying bulk user accounts, refer to the main [Users](/v1/docs/users-users#bulk-user-account-management) article.

Start-up plan accounts use a different bulk user template than contact centers on Voiso plans with System Access Groups enabled. The table below outlines the fields included in the Start-up bulk user template.

Watch this video to learn how to export a list of existing users as a CSV file, edit it to modify user details, and import the updated file to apply changes and add new users to your contact center.

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Bulk%20User%20Import%20and%20Modification%20with%20a%20CSV%20File.mp4)

To download a CSV file containing all your current users, navigate to **Users > Users** and click **Export CSV**. Add new users to the CSV file or update details for existing users. When you upload the file, new users will be created, and any changes made to existing users will be applied to their accounts.

Tip

Voiso recommends using the **Export CSV** option rather than the **Download CSV template** option as the template file does not include all the features you have added to your contact center.

Warning

Ensure that you follow role-specific guidelines:

- Default permissions are assigned based on the user’s role.
- Some permissions are editable, while others are fixed.
- If you leave permissions fields blank, the default permission for the specificed role will be assigned.

For details on available user roles and permissions, refer to [User Role Permissions](/v1/docs/users-users#user-role-permissions) and [Basic user roles](/v1/docs/basic-user-roles).

Refer to the following table for the list of mandatory and optional user parameter values for users added or modified by a CSV.

**CSV configuration values**

  

| Field | Example Value | Required | Notes |
| --- | --- | --- | --- |
| Name | John Smith | Yes |  |
| Type | Standard | Yes |  |
| SIP URI |  | No |  |
| Email | 0_example@yourcontactcentername.com | Yes | The e-mail used to sign in to Voiso |
| Password | John1234_0 | Yes |  |
| Sip account | 0_example | No | This is generated automatically for users who are not assigned to the **Hardware Phone** role. |
| Role | agent | Yes | agent, admin, supervisor, analyst, or hardware phone |
| Extension | 0222 | No |  |
| CallerID | 1555555555 | No | If empty, the default CallerID is used. |
| CTI | disabled | No |  |
| Timezone | Amsterdam | Yes | Default is UTC |
| Queues | First queue;Second queue | No | The name of one or more existing queues in your contact center. |
| Skills | Speaking: 1;Learning: 1 | No |  |
| Teams Supervisor | Team 0; Team 1 | No | The name of one or more existing teams in your contact center. |
| Teams Agent | Team 2; Team 3 | No | The name of one or more existing teams in your contact center. |
| WebRTC Ringtone | Test Ringtone | No | The name of an existing ringtone media file in your contact center. |
| Speech language | en_us | No | Use ISO standard language and country codes. |
| Allow Manual Outbound Calls | y | Yes |  |
| Enable Answering Machine Detection | n | No | Refer to [Answering Machine Detection](/v1/docs/use-cases-amd). |
| Allow Feature Access Code | n | No |  |
| WebRTC Enabled | y | Yes |  |
| SMS Enabled | n | No |  |
| Call Notes Enabled | n | No |  |
| Replace client numbers with Acc IDs | n | No |  |
| Enable selective recording | n | Yes |  |
| Dashboard Number Masking | y | Yes |  |
| Disable recordings download | y | Yes |  |
| Click-to-call Client Number Masking | y | Yes |  |
| Allow click-to-call | y | Yes |  |
| Allow CDR Downloads | y | Yes |  |
| Allow HLR Lookup requests | n | Yes |  |
| Allow external transfers | n | Yes |  |
| CDR enabled | n | Yes |  |
| Historic report enabled | n | Yes |  |
| Speech recognition enabled | y | No |  |
| Omnichannel Workspace Enabled | n | Yes | Allow user to handle digital interactions. |
| Enable Mobile application | y | No |  |
| Enable access to support chat | n | No |  |
| Channels | WhatsApp | No | Semicolon separated list of allowed digital channels. |
| Instant Messaging Capacity | 2 | No | The number of simultaneous non webchat digital interactions a user may handle. |
| Webchat Capacity | 3 | No | The number of simultaneous webchat interactions a user may handle. |
| WhatsApp Outbound Numbers | 2051111111110;6542222222220 | No |  |
| Viber Sender IDs | sender10;sender20 | No |  |
| 2FA Enabled | n | N |  |

Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute.

## Related

- [Users](/users-users.md)
- [Security Access Groups](/administration-security-access-groups.md)