In Talkdesk, managing phone numbers effectively is essential for maintaining seamless organizational communication. To ensure appropriate control and access, Talkdesk provides four distinct permissions related to phone numbers: View, Edit Settings, Buy, and Delete. Each permission serves a specific purpose and can be assigned to different roles based on organizational requirements.
View
The 'View' permission allows users to access and review the list of phone numbers associated with the Talkdesk account. Users with this permission can see details such as the phone number itself, its friendly name, the assigned ring groups, and other configurations. However, they cannot make any changes to the settings or configurations of these numbers. This permission is typically granted to roles that require oversight without the need to modify settings, such as supervisors or auditors.
Edit Settings
Users with the 'Edit Settings' permission can modify configurations of existing phone numbers. This includes changing the friendly name, assigning or updating ring groups, setting up call forwarding options, and configuring other number-specific settings. This permission is essential for roles responsible for managing call routing and ensuring that incoming calls are directed to the appropriate teams or agents. It is crucial to assign this permission carefully to ensure that only qualified personnel can alter phone number settings, maintaining the integrity of call flows. Learn more about configuring your phone numbers here.
Buy
The 'Buy' permission enables users to purchase new phone numbers directly from the Talkdesk interface. This process involves selecting the desired country, area code, and number type (local or toll-free) and then acquiring the number for immediate use. Users can also request specific numbers or patterns, depending on availability. Assigning this permission is typically reserved for administrative roles responsible for expanding or adjusting the organization's telephony resources to meet business needs. For detailed instructions on purchasing phone numbers, refer to Talkdesk's official documentation.
Delete
The 'Delete' permission allows users to remove phone numbers from the Talkdesk account. Deleting a number is a significant action that can impact incoming call routes and customer accessibility. Therefore, this permission should be granted sparingly and typically only to senior administrators who understand the implications of removing a number. It is important to note that while deleted numbers are removed from active configurations, historical data associated with these numbers remains accessible for reporting purposes. Learn more about how you can delete your numbers here.
Assigning Permissions
To assign these permissions, administrators can create custom roles or modify existing ones within the 'Roles and Permissions' section of the Admin app. By carefully selecting the appropriate permissions for each role, organizations can ensure that users have the necessary access to perform their duties without compromising the system's security or functionality. For detailed instructions on configuring roles and permissions, refer to Talkdesk's official documentation.
Understanding Numbers Permissions in Talkdesk
To better understand how these permissions work in practice, let's explore two different role examples with visual references:
Scenario 1: Operations Manager with Limited Permissions
Operations Managers typically need to monitor phone number usage for resource planning and have the ability to purchase new numbers as business needs expand. However, they usually don't require technical configuration access or the ability to delete numbers.
As shown above, the Operations Manager has been granted only ‘View’ and ‘Buy’ permissions in the Talkdesk permissions configuration page. With these permissions, they can:
- View all phone numbers and their details
- Purchase new numbers as business needs expand
The above screenshot demonstrates how this affects their actual interface experience. When an Operations Manager accesses the phone numbers settings page, both the edit and delete options are completely absent from the interface. This restriction prevents Operations Managers from modifying technical settings like routing rules or removing existing numbers from the system, which helps maintain system integrity and prevents accidental changes.
Scenario 2: System Administrator with Full Permissions
System Administrators require comprehensive control over the telephony infrastructure to properly manage the technical environment and respond to changing business needs.
As shown in the above screenshot, System Administrators have all four permissions (‘View’, ‘Edit Settings’, ‘Buy’, and ‘Delete’) configured in the Talkdesk permissions page, giving them complete access to the phone number management system.
The screenshot shows the System Administrator's view of the settings page, where they can:
- View all phone numbers and their details
- Edit settings, including changing friendly names, updating ring groups, and configuring call forwarding options
- Purchase new numbers for any department or function
- Delete numbers that are no longer needed
This complete access allows System Administrators to fully manage the telephony environment, implement changes requested by different departments, and maintain system efficiency.
This differentiated permission approach allows organizations to implement proper governance based on role responsibilities. Other common role configurations include:
- Department Managers: Often have only ‘View’ permissions, allowing them to see numbers assigned to their department without making changes.
- Procurement Specialists: Might have ‘View’ and ‘Buy’ permissions to manage the acquisition of new numbers without changing configurations.
- Technical Support Specialists: Could have ‘View’ and ‘Edit Settings’ permissions to configure numbers but not add or remove them from the system.
By thoughtfully managing these permissions, organizations can maintain effective control over their telephony infrastructure, ensuring that phone numbers are managed securely and efficiently.