Admin: Grant certain admin permissions to specific users

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  • Updated 3 years ago
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  • (Edited)
I have agents that I do not want to allow to change settings.

I have to give them a username/phone number and password, however when I do that they can still login to ringcentral.com and make changes to their account, etc.

Is there a way to just give them access to the softphone and disable them from doing anything on their account?
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United Portraits

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Posted 5 years ago

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United Portraits

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Well, they are not at our workstation. They are at home, so I can't block the internet.

I'm surprised that larger companies who have staff work from home don't have issues with this.

The user at home can login and make changes to their profile, change their available times, settings, voicemail, prompts, etc.

We don't allow them to do any of that, we configure everything for them.
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RC-Installer, Champion

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Well, I am just thinking out loud here.  If this is an issue why do you need to share the password with them?  Once it is entered in the soft phone the password is masked

So maybe that is an option.

So change the password, have an admin remote in to their PC's and enter the info in the soft phone.  with Remote control apps you could blank the screen so they could not see you typing.  Then you will be good

If this is an issue I think this solution would work

Chuck
Certified Ring Central Installer 
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United Portraits

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Well, does the softphone not check credentials each time it is launched?

I was thinking that we could do exactly what you said, install it remotely, but then what happens when they close the softphone? Does it not ever check the credentials again?
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RC-Installer, Champion

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Yes it checks, but the password is masked so if the user does not know the password and could not read it from looking at the config, then you should be fine right?

Even if the user was to go in and try and look at the password in the soft phone config they cant.

So this should work right?

Chuck
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Trisha

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We have the same issue, the softphone is not an option because it DOES allow the user to edit their settings, it doesn't matter that the password is masked....if they play around with it they'll figure that out.

SO far the only workaround we've found after speaking with the tech support experts is to NOT allow users to use the softphone or login to the website (we don't give them the password).....  This is FAR from ideal and still doesn't block them 100% from getting access because we do allow them to receive voicemail messages in their email - since we have to have their email address associated with their user setup, this gives them the ability to click on the forgot/reset password option.

WE really need to be able to simply "turn off" access to all features or those that we don't want them to access.   In our case, we want them to be able to use either the softphone or web access to update their voicemail greetings and to send outbound faxes.  That's all - no call handling changes, no caller ID, outbound fax settings, etc....none of the other stuff that they now have access to if they login or use the softphone.

What I respectfully suggest is that the Admin user should have greater control over what features users are allowed, or not allowed, to access if they login.  Say a checkbox for every user feature or setting, checked means the user can modify it, unchecked means they can't and it won't appear in their user menu.

I manage a small call center and I know quite a few similar businesses that would switch to RingCentral if it were not for this one issue - no one managing a call center environment would give their first-level agents the ability to completely change their configuration.

PLEASE consider giving us Admins more control over user permissions!
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John Brimble

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Very well summarized, Trisha.  My company is struggling with the same issue and we too desperately need the ability for an administrator to toggle which settings are editable by users.  At the moment, the only way that we can control this is by not giving users their own passwords so that they are unable to log on to their online account.  This has the unfortunate consequence of our having to manually configure user Softphones since they don't know their own passwords and it also prevents the users from being able to access online features that would be useful.

To reiterate your request to RingCentral, "PLEASE consider giving us Admins more control over user permissions!"
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Trisha

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@John - thanks for contributing....I have been told by our RC rep that they are rolling out a new version this quarter that allows admins much more control over user access, so keeping my fingers crossed that it will solve our problems.
In the meantime, until the new version is available, you'll also want to NOT enter your user's email address in their setup - RC will send email to them for things like Notifications (if you use notifications for new calls, missed calls, voicemail, and faxes) as well as general marketing emails...... because if your users have an email address setup with RC, they can use the "forgot password" link to reset their password......yep, unbelievable as it sounds, we had a user do this.

Most of our frontline agents are trustworthy, but you know how some people are....like children, if you tell them "don't do this", well that's the first thing they do.
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Sejal Shah

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This reply was created from a merged topic originally titled setup managers with access to only see call activity with their respective teams.....

I have various team managers that want to see call activity with their employees.  Right now, the only way to do this is to give them administrator access.  I would like to give them just reporting access.  Is that possible?
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Joseph Owen

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This reply was created from a merged topic originally titled Call Group Admins.

Allow individual Call Group Admins & managers. I have offices that are run from Call Groups, that have a business office person that can be setup as manager, so they can add and remove people from queues, create rules etc basic manager type stuff. I need an admin for the group though that could add and remove users, run reports that the manager can't for higher level statistics for their call groups.
That would be nice.
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Kim, Alum

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Please VOTE in the upper right corner to request this app.
(Edited)
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Arun

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This reply was created from a merged topic originally titled New Update to Admin Portal under "Phone System" > "Users" section. ..

Lost the functionality to monitor messages.  Old version would allow you to see messages for each user.  ie:  "Msg.:  3/11".  Now the only way to see if there are fresh messages is to log in to each users account individually.  Which means you will have to reset each password/or keep a list of each users password (less secure) in order to monitor this.  This was a step backwards from prior version.  Is there a way to bring this functionality back?
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Josh Mayes

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This reply was created from a merged topic originally titled Please implement a "service extension" feature..

Problem:  RingCentral does not handle shared extensions well.  In order to have access a User must know the password for the extension, and they will have permissions to make changes.

Solution:  Implement a "service extension" feature where the extension does not have a password, but instead is managed by granting other users various levels of permissions.


  • Full Permissions:  User may make any change to the account, including changing extension number, renaming the extension, and deleting/disabling.
  • Change Permission:  User may make changes to the account, but not delete/disable, change extension number, or rename the extension.
  • Read Only permission:  User may not make changes, but may access voicemails, faxes and texts associated with the account.  May not delete messages.
  • Custom permissions:  Grants users change level of permissions to different settings of the extension.
  1. Screening and Greetings:  User may change greetings and recordings for the extension (useful for announcement only extensions)
  2. Messages:  User may delete voicemails/faxes/texts.
  3. Call Handling and forwarding: User may edit call handling and forwarding settings
  4. Notifications:  User may edit notification settings
  5. Fax settings:  User may edit outbound fax settings

I think that if RingCentral implements this it will be an important step to becoming a truly enterprise ready platform.
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Denman

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I support this feature as with any growing or already large company, not being able to manage levels of permissions means that either you have one single person managing all the administrative items or you have to allow everyone you give the admin permissions to to be able to do the same thing. For a larger company that would never be feasible for long term management. Also, there are different kinds of admins listed on their support information pages so hopefully that means that that will be changing soon, however I never receive any information on when something could be happening or if it is even being looked at so until that happens I'm considering this a must need that the RC team has to create. 

With regards to that same issue, the other thing we are struggling with is that there are absolutely no reporting logs for admin changes. Meaning, the only information that you can get, which you have to call into their support line for, is the IP address of when someone was logged on when a change could have been made. So there is absolutely no way to check accountability, especially with the admin rights being all or nothing. Again, with any large company, or company that wishes to stay organized and create responsibility, accountability, and systematic process, there absolutely needs to be a way for the super admins to know who made what change and when. When I called support, the suggestion they made was "then don't give other people admin permissions" to which I found the worst response possible. So looking to not only get admin levels of permissions implemented but a way to track those and know what is happening to the system that fuels our company's client access (our phones). 
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RADIUS

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This reply was created from a merged topic originally titled User access to Reporting.

I'd like some more granularity around your excellent reporting. It would be nice to give access to specific groups to their managers without having to give admin access at all. Currently, it seems that one of the admins must run reports themselves, or we have to give full admin access to a user that we really don't want to. 
Thanks!
This reply was created from a merged topic originally titled Different permissions based on group i.e accounting group for billing.

e are a property management company. We would like a accounting group for looking at account to see  to whom numbers are assigned. Would like a manager group so that our Regional Managers can look at the call metrics for their properties only. Looking for different groups for different functions. 
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Lucille S

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This reply was created from a merged topic originally titled User Permission option.

Would be great to allow another person (like an admin assistant) to have limited admin previleges. I checked with support already and this is not available. Please consider adding this feature.
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Adams

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This reply was created from a merged topic originally titled Please add an option to allow users permissions to access Reports without giving ....

User Permissions and access 
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Roy Miller

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In addition to allowing or restricting what changes a user is allowed to make,   I would like to see a change log that chronicles who changed what. The log should show the original setting and the new setting. And allow admins to "undo" the change. 
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Kalen White

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This reply was created from a merged topic originally titled What would it mean if we were able to assign a " Reporting Role". We wouldn't ha....

What would it mean if we were able to assign a " Reporting Role". We wouldn't have to distribute administrator access to non account managers.

  1. US 
  2. Wireless Retail
  3. A quality manager would be able to manage reports with virtual lines that are not queue specific.
  4. Minimize security and compliance concerns. 
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Kyle King, Champion

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This reply was created from a merged topic originally titled Desktop App: Ability to select which call queue/queues you're in via softphone st....

Users should have the ability to select which call queue or queues they are in via their softphone's status-bar, rather than only having the option to either be in or out of all queues. When making this feature, you might also want to add a feature to allow the admin to disable it.
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Kim, Alum

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Official Response
This is coming soon for Office Premium & Ultimate Accounts only.  Permissions will be assigned to roles and roles will be assigned to users.

Provide role-based access control in the RingCentral system.
The Admins will be able to delegate access to certain areas without giving full admin access.  This will range from preventing a user from making changes to their settings, to giving access to certain features
(Edited)
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Joshua Mayes

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Hi Kim,

Would you mind also updating this thread when the feature has been implemented?
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Mike, Official Rep

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We will indeed. We have some enhancements that will be pushed out over the next few weeks.  We'll update this thread when the push starts. 
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Kim, Alum

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Official Response
This was just released and will be rolled out to the entire customer base in waves over the next several weeks. :-)  So stay tuned! 

Here is an article with additional Info: User Roles and Permissions
8.1




(Edited)