User Management

User Management is the central hub for creating accounts, assigning roles, and organizing your team into groups. Every person who logs into Dialer.CX — from front-line agents to system administrators — is managed here.

Creating Users

Navigate to Admin > Users and click New User to open the creation form.

User Fields

Field	Description
Username	Login identifier — must be unique across the system
Full Name	Display name shown in the sidebar, reports, and monitoring views
Password	Account password — subject to your configured password policy
Role	Agent, Supervisor, Manager, or Admin (see role levels below)
User Group	Team or department assignment for reporting and campaign access
Phone Mode	Browser softphone (WebRTC) or desk phone (SIP hardware)

Tip

When creating agents who will use the built-in browser phone, set Phone Mode to browser softphone. The system will automatically provision a WebRTC extension for them.

Role Levels

Dialer.CX uses a tiered role system that controls which pages, features, and API endpoints each user can access. Roles are enforced at both the sidebar navigation level and the API authorization layer.

Role	User Level	Access
Agent	1—4	Dashboard, Agent Workspace, Callbacks
Supervisor	5—6	+ Monitoring, Recordings, Reports, Wallboard
Manager	7—8	+ Campaigns, Lists, Contacts, Inbound, Operations
Admin	9	Full access to all features and settings

Caution

Assigning the Admin role grants unrestricted access to every feature, including telephony configuration, security settings, and user management. Limit admin accounts to personnel who genuinely need full system control.

Role Presets

Save and reuse role configurations to streamline onboarding:

• Pre-built presets for each standard role (Agent, Supervisor, Manager, Admin)
• Custom presets for specialized positions — e.g., a “QA Reviewer” with access to recordings and quality control but not campaign settings
• One-click application during user creation or bulk provisioning
• Edit anytime — updating a preset does not retroactively change users already assigned that role

Note

Role presets are templates applied at assignment time. If you update a preset later, existing users keep their current permissions. Re-apply the preset to update them.

User Groups

Organize users into logical teams for campaign access control and reporting:

• Group-based campaign access — assign campaigns to groups so only relevant agents see them
• Group-level reporting — filter performance reports by team
• Manager assignment — designate a group manager who can view their team’s metrics
• Multi-group membership — users can belong to more than one group when needed

Bulk Provisioning

Create multiple user accounts at once when onboarding a new team or scaling up:

1. Upload a CSV with user details (username, full name, email, role) or use the interactive bulk form
2. Select a role preset to apply uniformly across all new accounts
3. System auto-generates credentials — secure random passwords for each user
4. Onboarding emails are sent to each user with their login details and getting-started instructions

Tip

Before a large bulk import, verify your SMTP settings at Admin > Settings > Email so onboarding emails are delivered successfully.

Per-User Preferences

Each user can configure personal settings from their profile:

• Language — UI language preference (affects labels, menus, and system messages)
• Theme — light or dark mode
• Timezone — local time zone for all date and time displays throughout the platform