Using Zoom Phone role management


You can use the role management feature to control access to features and settings in the Zoom web portal. For example, you can assign phone users A and B as members of the call queue admin role so that they can manage specific call queues. You can then assign user A to the billing call queue, and user B to the sales call queue.

Notes:

This article covers:

Default roles

There following are the default Zoom Phone roles that you can use:

Role nameLevel of access
Phone Super AdminAll Zoom Phone features and settings in the web portal. 
Phone Site AdminZoom Phone features and settings for a specific site, excluding settings that can only be changed at the account level. 
Call Queue AdminFeatures and settings for the specified target call queues, included associated call logs and recordings.
Auto Receptionist AdminFeatures and settings for the specified target auto receptionist. This doesn't include access to the associated call logs.
Recording AdminFull privileges to view, play, download, or delete call recordings that belong to users and call queues.
Compliance AdminFull privileges to view and manage call logs, recordings, voicemail, and SMS.

To use these roles, follow the sections below to assign members and targets.

Notes:

How to search for a Zoom Phone role

  1. Sign in to the Zoom web portal as the account owner or someone who has access to edit roles.
  2. In the navigation menu, click User Management then Roles.
  3. Click the Phone tab.
  4. In the far left box, select the role search type:
    • Role Name: Search by role name.
    • Role Member: Search by user name or email.
    • Target: search by target name. 
  5. In the search box, enter the role name, user/email, or target, according to your above selection.
  6. (Optional) On the far right, click Export to export the list of roles to a CSV file.

How to add members to roles

Add members to a role to specify the phone users that have access to the role's privileges.

  1. Sign in to the Zoom web portal as the account owner or someone that has access to edit roles.
  2. In the navigation menu, click User Management then Roles.
  3. Click the Phone tab.
  4. Click Edit next to the role you want to assign members to.
  5. Click the Role Members tab.
  6. Click Add Members, then click one of these options:
    Note: The users you assign must have a Zoom Phone license.
    • Add new members: Manually add new members using one of the following.
      • In the box, enter the name or email address of the member(s) to add to the role.
      • Click Switch to bulk input, then enter the emails of your members separated by a comma or line breaks.
    • Click Add.
    • Copy Members from Existing Role: Copy specific or all members from an existing Zoom Phone role. Select the role and members using the drop-down menus, then click Save.
      (Optional) Select Copy over members targets to also copy the individual targets set for each member you're copying over.

Note: You can also add members to roles using the User Management page or add advanced SAML mappings for phone admins.

How to add a default target to a role

Add a default target to determine the default extensions that role members can view/edit. Default targets apply to new and existing role members. For example, if you can a Billing call queue as the target for the Compliance Admin default role, all existing and new members will be able to access the associated Compliance Admin privileges for the Billing call queue.

  1. Sign in to the Zoom web portal as the account owner or someone that has access to edit roles.
  2. In the navigation menu, click User Management then Roles.
  3. Click the Phone tab.
  4. Click Edit next to the role you want to edit.
  5. Click the Default Targets tab.
  6. Click Add Targets.
  7. Select the extensions to add as a target.
  8. Click Add.
  9. Repeat steps 6 to 8 to add more default targets.

How to add a target to members

Add targets to specify the extensions that the role member can view/edit. You can add different targets for each member.

  1. Sign in to the Zoom web portal as the account owner or someone that has access to edit roles.
  2. In the navigation menu, click User Management then Roles.
  3. Click the Phone tab.
  4. Click Edit next to the role you want to edit.
  5. Click the Role Members tab.
  6. Click Manage Targets next to the name of role member you want add targets to.
  7. Click Add Targets.
  8. Select the extensions to add to the member.
  9. Click Add.
  10. Repeat steps 7 to 9 to add more targets to the member.

How to duplicate a default role and changing privileges

You can't customize the privileges in the default roles so you have to duplicate it then customize it.

  1. Sign in to the Zoom web portal as the account owner or someone that has access to edit roles.
  2. In the navigation menu, click User Management then Roles.
  3. Click the Phone tab.
  4. Click Duplicate next to a default role.
    A copy of the role will be added to the bottom of the roles table.
  5. Click Edit next to the copied role.
  6. In the Role Settings tab, change the privileges.
  7. Assign members and targets to the role.

Privileges

You can change phone privileges depending on the default role you duplicated:

Phone Super Admin 

Phone Site Admin

The Phone Site Admin has been improved to allow admins to exclusively manage designated sites, providing enhanced control over those specific sites. Admins assigned those specific targeted roles are restricted to do the following:

 

This functionality will be rolled out gradually, providing customer access in phases, as outlined in the following table. It's important to note that the functionality will not be visible in your account if you are not part of the deployment phase.

PhaseAccountDeployment date
Phase 1New Zoom Phone accountsMarch 2024
Phase 2Zoom Phone accounts with less than 100 usersMay 2024
Phase 3Zoom Phone accounts with 100 and 5000 usersJune 2024
Phase 4All other Zoom Phone accountsJuly 2024

After duplicating the Phone Site Admin role, you can set up the role to either:

 

You can apply or revoke scope privileges to the following features:

Call Queue Admin

Note: These privileges will only apply to the specified target call queues.

Queue Management

User Access Management

Auto Receptionist Admin

Note: These privileges will only apply to the specified target auto receptionists.

Recording Admin

Note: These privileges will only apply to the specified target sites, users, or call queues. These privileges do not include the ability to manage users' access to call recordings. You can find this privilege in the Call Queue Admin role.; or you can assign the Phone Super Admin or Phone Site Admin role to allow users to manage other users' access to call recordings.

Compliance Admin

Note: These privileges will only apply to the specified targets. These privileges do not include the ability to manage users' access to call recordings. You can find this privilege in the Call Queue Admin role.; or you can assign the Phone Super Admin or Phone Site Admin role to allow users to manage other users' access to call recordings.