User roles and what each one can do

Every user in the Dial Raven Manager Portal has a role, also called a scope. The role decides what that person can see and change in the portal. It does not change how their phone rings.

Giving each person only the access they need keeps your phone system safe from accidental changes.

The roles at a glance

Roles are listed here from least access to most.

• No Portal — The person has a phone and an extension but can’t sign in to the portal at all. Good for shared phones, lobby phones, and fax lines.
• Integrations Only — A special role for connecting other software to your phone system. Most people never need it. Use it only if Dial Raven support or your IT contact asks for it.
• Simple User — Can sign in to see their own voicemail, contacts, and call history. Can’t change settings. Good for staff who just want to check messages online.
• Basic User — Everything a Simple User can do, plus they can manage their own settings: answering rules, personal time frames, greetings, and their own music on hold. This is the right choice for most employees.
• Call Center Agent — For people who answer calls in a call queue. They can see the queues they belong to, check their own stats, and log in or out of their queues.
• Call Center Supervisor — Runs one or more call queues. They can manage agents in their queues, view queue reports, and work with conferences.
• Site Manager — Has Office Manager-style control, but only for the users and items at their own location (site). Useful for companies with more than one office.
• Office Manager — Can manage everything for your company: users, auto attendants, call queues, time frames, music on hold, conferences, inventory, and company-wide call history.

In the portal, an Office Manager can give people any role from No Portal up to Call Center Agent. To make someone a Call Center Supervisor, Site Manager, or Office Manager, contact Dial Raven support at (434) 697-2836.

Heads up: Changes that affect your bill, such as adding phone numbers, are handled by Dial Raven. Even Office Managers may need to contact support for those.

Which role should I pick?

• Front desk or reception: Basic User, or Office Manager if they also manage the phone menus.
• Sales or support team members in a queue: Call Center Agent.
• Team lead who watches the queue: Call Center Supervisor.
• Owner or IT contact: Office Manager (ask Dial Raven support to set it up).
• Conference room or break room phone: No Portal.

Change someone’s role

1. Go to Users.
2. Find the person and select their name. Their Profile tab opens.
3. Find User’s Scope in the Profile Information section.
4. Choose the new role from the list.
5. Select Save.

The new access applies the next time the person signs in. If they are signed in now, ask them to sign out and back in.

Common questions

Will changing a role affect someone’s phone calls?

No. Roles only control portal access. Their extension, voicemail, and answering rules stay the same.

Can I have more than one Office Manager?

Yes. We recommend at least two, so someone can always make changes if one person is out. Contact Dial Raven support to add another Office Manager.

Someone needs to see company-wide call history but shouldn’t change anything. What role works?

There isn’t a “view everything, change nothing” role. Call Center Supervisor can see call history across the company without broad settings access. If you’re unsure, contact support at (434) 697-2836.

Related articles

• A tour of the Manager Portal
• Add a new user or extension
• Manage call queue agents
• Contact Dial Raven support