Engage User Roles
Updated over a week ago

FieldPulse users can be assigned to a maximum of one phone line, but can manage multiple phone lines, regardless of their role. Users are able to transfer calls to phone lines they don't manage. The following guide recommends Engage roles based on FieldPulse roles and desired permissions.

Company Role

Desired Permissions

Engage Role

Service Agent

  • Assigned to a specific line.

  • Authorized to handle incoming and outgoing calls exclusively on the designated line.

  • Permitted to view activity solely on the assigned line.

  • Assign this user to one phone line or none. If assigned to one phone line, the user will default to line manager too.

  • (Note: If you have multiple users assigned to a line, all assignees will be able to view each other's activity on this line.)

Team Manager

  • Linked to one specific line or none.

  • Empowered to oversee multiple lines.

  • Capable of making incoming and outgoing calls on multiple designated lines.

  • Granted access to view line activity on multiple specified lines.

  • Assign this user to one phone line or none. If assigned to one phone line, the user will default to line manager too.

  • Designate this user as a manager for multiple lines.

Admin

  • Linked to one specific line or none.

  • Endowed with the authority to manage all lines.

  • Enabled to make incoming and outgoing calls across all lines.

  • Given access to view line activity on all lines.

  • Assign this user to one phone line or none. If assigned to one phone line, the user will default to line manager too.

  • Designate this user as a manager for all lines.


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