Admin Guide
Overview of administrative responsibilities and capabilities in VoiceCenter.
As an administrator, you are responsible for configuring VoiceCenter for your organization. This guide covers user management, team structure, permissions, and the day-to-day tasks that keep your contact center running.
What Administrators Can Do
Administrators have full control over the tenant account. Your responsibilities fall into four areas:
| Area | What You Manage |
|---|---|
| Users | Create, edit, and deactivate user accounts. Assign roles and reset passwords. |
| Teams | Organize agents into teams, appoint team leaders, and control visibility scoping. |
| Permissions | Define custom roles with granular permissions using the 65-key permission catalog. |
| PBX & Routing | Set up extensions, IVR menus, queues, ring groups, and number routing. |
Key Admin Pages
| Page | Path | Purpose |
|---|---|---|
| Settings | /settings | General tenant settings, API keys, webhooks, IP allowlist |
| Users | /settings/users | Manage user accounts and role assignments |
| Teams | /settings/teams | Create and manage teams |
| Permissions | /settings/permissions | Define custom roles and assign permission keys |
| Extensions | /pbx/extensions | Create and manage SIP extensions |
| Number Routing | /numbers/routing | Configure where calls to each number are delivered |
Admin Workflow
A typical setup sequence for a new tenant:
Configure general settings
Go to Settings and review the General tab. Confirm your company name, timezone, and default language.
Create user accounts
Add each team member under Settings > Users. Assign them an appropriate role (Admin, Supervisor, or Agent). See Managing Users.
Set up teams
Group agents into teams such as Sales or Support under Settings > Teams. Assign a team leader for each. See Managing Teams.
Define permissions
If the default roles are not granular enough, create custom roles under Settings > Permissions. See Permissions.
Configure PBX
Create extensions, IVR menus, and queues under PBX. Assign routing destinations to your numbers under Numbers > Routing.
Provider vs. tenant admin
This guide covers tenant-level administration. If you are a provider/platform admin managing multiple clients, see the Provider Guide.