Role Based Access Control

In today's dynamic workplace landscape, admins are seeking enhanced control over their office, contact center, and user settings.

With Access Control, accessed through the Enterprise Support (ES) Platform, companies can tailor permissions and manage user policies (roles) to suit their specific needs, increasing efficiency and security. 

Let’s dive into the details. 

Who can use this feature

Access Control is currently in an Early Adopter Program.

Once released, this feature will be available to Ai Contact Center users on an Advanced or Premium plan, as well as our legacy Enterprise offering.

Permission sets

Dialpad offers 18 unique permission sets, giving users access to specific settings or features within the company, office, or Contact Center that might not be available within the traditional scope of their Dialpad user role.

Using Access Control for Contact Center Settings, company admins can:

• Create, edit, and delete policies (roles) within their organization.

• Grant or revoke Contact Center setting permissions.

• Assign and unassign policies to specific users in selected Contact Centers.

• Allocate different policies to users on different Contact Centers.

Let’s look at what each permission set does.

Using access controls

Once your account has been enabled for the Access Control EAP, it's time to head to the Enterprise Support (ES) portal.

Note

You’ll need to be a company admin to access the ES portal.

In your browser, enter https://dialpad.com/es

1. Navigate to Companies, then select your company name

   

2. Select Role Based Access Control

   

Here, you can create, edit, and delete user roles.

Create a role

To create a new role:

1. Select Create a new role

   

2. Name the role

3. Add a description

4. Choose if the role is applicable to the entire company, an office, or Contact Center

5. Check the box(es) beside the desired permission(s)

6. Select Create a new role

   

Once created, the role will appear in the Company Roles section of the Role Based Access Control.

Assign a role

Once a role has been created, it's time to assign it to a user.

To assign a role, head to the ES Portal.

1. Select Users

   

2. Select the desired user

3. Navigate to Roles

4. Select Add role

   

5. Choose the desired role

6. Enter the Role Key

   1. Role keys are only required if the role is not at company level (ie the role is at an Office or Contact Center level). For company level roles, please leave it empty.

7. Select Add role to user

   

That’s it! You’ll now see the role assigned to the user in the User’s profile and on the Role Details page.

Users can be assigned multiple roles. Each assigned role will appear in the user’s Roles section.

Edit a role

Roles can be edited at any time. When a role is edited, the changes are applicable to all users who are assigned to the role.

To edit a role, head to the ES Portal.

1. Select Role Based Access Control

2. Select the Role you want to edit

3. Select Edit this role

   

4. Make the desired changes

   1. You are not able to edit the target type (Company, Office or Contact Center level)

5. Select Save

Changes are applied instantly and are applicable to all users who are assigned to the role.

Delete a role

Perhaps you changed company policies, and an existing role is no longer applicable. To delete a role:

1. Head to the ES Portal

2. Select Role Based Access Control

3. Navigate to the role you want to delete

4. Select Delete

   

The role will instantly be detected and all assigned users will no longer have access to the permissions associated with the deleted role.

The role will now appear as deleted in your Company Roles.

Restore a deleted role

Need to restore a previously deleted role? No problem.

To restore a deleted role:

1. Head to the ES Portal

2. Select Role Based Access Control

3. Navigate to the role you want to delete

4. Select Restore

   

Learn more

Check out ES Portal Help Center article for more information on using Enterprise Support features.

Frequently asked questions

How can I join this Early Adopter Program?

Reach out to your Customer Success Manager to see if you are a good fit for this EAP.

Is there a limit to the number of people that can be assigned a role?

Nope! Assign as many people as you need.

Is there a maximum number of Policies a company can have?

No, you can create as many Policies as your company needs.

Are there change logs for a role?

Not at this time, but we’re working on it.

Is there a cost to join an EAP?

Nope! All that we ask if that you share your honest feedback with us, so that we make sure the feature is doing what you want and need.

Will you be adding more features?

Absolutely! We’re fine-tuning this feature and will be adding more functionality soon.

I’m on the EAP, how can I share my feedback?

A huge part of the EAP process is getting your feedback on what’s working and what needs more attention before we publicly launch the feature.

To provide feedback to our team, please reach out to our Customer Support team or your Customer Success Manager.

Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).