Permission groups enables you to precisely manage user access and team management capabilities. By creating specific permission groups and assigning hierarchical roles, this feature ensures that users have tailored access to the sections and functions they need (or don't). Higher-level users can view and analyze data of lower-level users, enhancing team oversight and operational efficiency. This article goes through on the process of creating a permission group and creating hierarchies.
¶ Permission group setup
To configure a permission group, go to Users > Permission groups in your TelTel account (https://new.teltel.io/v2/access-groups).
Press Add new group to create a new permission group.
¶ Group Configuration:
Group name - Choose a distinctive name for your group (e.g., "Team 1").
Hierarchy level - Assign a numeric hierarchy level. A lower number indicates a higher priority. For example, a group with hierarchy level `0` will have the highest priority.
Description - Optionally, provide a description for the group (e.g., "John's team group").
¶ Main sections
Choose which main sections of the TelTel account the users in this group can access by checking the relevant boxes.
These sections correlate with the sections visible in the top bar of your TelTel account interface.
¶ Configuring Tab Permissions
For each main section, you can set detailed permissions for specific tabs. If a tab has additional configuration options, you will see a clickable arrow that will expand available permission settings.
For example, the users section has various tabs that you can enable or disable permissions to.
View - allow the user to see a particular column with information
Edit - allow the user to edit the column, if that is possible
Example configuration for the Users section:
This will result in to a following view for the user with this permission group:
¶ Additional permission settings
IP Whitelist
Enable this option if you want the users in this permission group to bypass the IP whitelist settings for your account.
Webphone settings
You can also edit Webphone settings in detail for the users.
View - allow the user to view a particular setting.
Edit - allow the user to edit a particular setting.
Value - set a default value for the setting.
Example configuration for the Webphone settings:
The above Webphone setup will show up like this for a user in this permission group:
After you're done with configuring the permission group, click Save.
¶ Configuring hierarchy and assigning groups
This section explains how to configure hierarchy and assign groups to users. By setting up a hierarchy, you can designate roles such as Team Leader, who can view team statistics and call logs, enhancing team management capabilities. The possibilities, however, are endless. You can configure groups for any kind of needs, like QA, Finance team and so on. In the below example, however, we'll explore configuring a scenario with a team of agents and a team manager. This knowledge you then can use to configure any other team member permissions.
Create two permission groups.
1. Agent team group: This group will consist of the agents in the team. Assign permissions relevant to their roles.
2. Team Manager Group: This group will include team leaders or managers. Assign permissions for additional capabilities such as viewing statistics and monitoring calls.
Check appropriate options.
Make sure to check View lower group level (higher number) user data - calls, stats option under the Users section for the Team Manager group. This allows users with such permissions to view data of users in groups with a lower hierarchy.
Be cautious with the List all calls option under the Statistics section. If enabled, the user will see all calls in the Call list, not just calls from their team.
Assign appropriate permission groups to each user.
Team Managers must be assigned two groups:
- The group they are supervising (e.g., Team 1).
- The Team Manager group (e.g., Team Manager).
This way the system will understand, that because this user has a permission group with a higher hierarchy with the option View lower group level (higher number) user data - calls, stats enabled, he should be able to access the data of a lower hierarchy group assigned to him - Team 1 this example.
In the example below:
- John is assigned both the Team Manager and Team 1 groups, thus giving him supervisor capabilities over users with permission group Team 1.
- The other users (Emily, Frank, Justinas, Jānis, Nollan) are assigned only the Team 1 group, indicating they are team agents.
In the above setup, John will be able to access call list, statistics, and analytics for these agents. Agents, however, won't be able to view other team member data. You can, however, allow them to see their own data, if you enable statistics options in the permissions.
You can also simulate an admin user. Simply select all permissions for the group, as well as List all calls option. This allows the user view all available information, similar to the account owner.
