User Management & Roles - Documentation | AnrizVoIP Contact Center

The platform uses a four-tier role hierarchy to control access and permissions.

Role Hierarchy

Full platform access

Create and manage tenants

Configure global settings (SIP trunks, DIDs)

View cross-tenant reports

Manage subscription tiers

Full access within their tenant

Create and manage users (Managers, Agents)

Configure campaigns, IVR, and routing

Access tenant-specific reports

Set business hours and preferences

Oversee assigned agent teams

Access team reports and dashboards

Monitor agent activity in real-time

Manage campaign assignments

Access the WebRTC softphone

Handle assigned inbound and outbound calls

View personal performance stats

Update call dispositions and notes

Navigate to User Management

Click "Add User"

Fill in: Name, Email, Username, Password, Role

Assign skills (for agents)

Click "Create User"

Skills determine which queues and campaigns an agent can handle:

Navigate to the agent's profile

Click **"Manage Skills"**

Add relevant skills (e.g., Sales, Support, Billing, Spanish)

Set proficiency level if applicable