V20 and Managed Service Providers

[Colorado VoIP]

We upgraded our in-house system to v20 (yes i know it's beta that's why i did our system) and I just had a question for the development team.

Since a lot of us are MSPs and by in large manage our client systems, there are still a handful of cases where a customer needs access to switch call routing on the fly, or adjust holidays etc. In all of the user rights dropdowns on extensions, none of them seem to give us what we'd like to assign to a customer. And maybe this will be addressed in the final release of the system.

Department Administrator was the closest, basically we want the customer to be able to manage extensions, call routes, IVRs, recordings, etc but never see the ability to add, edit, etc sip trunks. The places we route calls through are proprietary to our operations and we don't want the customer to ever see that. As it would eliminate the need for us to be a provider and they could go direct.

On this current beta of V20, a department administrator cannot see the existing sip trunk info, but the options are still there. This does indeed allow them to adjust ring group settings/IVRs etc. But can we ensure that they will never see the ability to add or edit a sip trunk?

v20 is awesome so far. Love the department based call routing options. Thanks!!

 

[SteveITS]

Based on posts from 3CX in other threads it sounds like the roles are pretty set. What would be nice is the ability to add custom roles, for instance have a block of internal IDs be "3CX predefined roles" to provide expansion space and another block be "user defined roles" which have customized permissions. (similarly, it'd be nice to have more custom statuses...)

 

[Colorado VoIP]

hmm, well we'll have to see what happens in the final release. this is going to be a huge problem for MSPs who don't want to reveal their upstream partners to the end user.

 

[matt11]

I was on the most recent V20 call and they were pretty certain they were not going to implement custom roles in V20. We have a lot of clients that allow all users use Shared Parking, but now looks like we'd have to assign everyone as a receptionist. We have a client or two that use intercom for all employees to use, it looks like we'd have to give every employee Manager access. We are not looking forward to giving people rights where they could cause problems just to keep their current workflow. No longer allowing remote desk phones unless they can route or you have an SBC onsite is going to be a pain as well, not sure hacking templates to keep that working will be ideal at all. We often have users move with their phones to their house if they move, so having to tell clients to buy expensive phones just for one user to still function well isn't ideal.

 

[brenulti]

hmm, well we'll have to see what happens in the final release. this is going to be a huge problem for MSPs who don't want to reveal their upstream partners to the end user.

This is a massive thing for us as well, we manage quite a few PBX's we need more granularity within user roles. We service some large companies that need some level of administrative access but not all. I cannot provide Call Handling Access without providing Voice and Chat access. We also need to maintain their emergency access and do not want these users snooping around. @Nick Galea Can you speak to any of this? Granularity in roles is extremely important to your MSP/Partner market.

 

[N_G]

We have granularity within the roles. Its absolutely possible to give call handling access to users without giving them access to managing users or SIP trunks for example. There are 6 levels of roles to choose from

@network51 - Yes you can give access to a user to manage IVR, users etc and not SIP Trunk. Just make the SIP Trunk System wide and then IVR etc in the department.

 

[brenulti]

We have granularity within the roles. Its absolutely possible to give call handling access to users without giving them access to managing users or SIP trunks for example. There are 6 levels of roles to choose from

https://www.3cx.com/docs/manual/access-roles/

Are these the 6 roles you are speaking about? If this is the case, I don't see a way to give them Call Handling without Voice & Chat if I am missing something here please let me know.

 

[N_G]

Yes - What exactly do you mean by call handling?

Voice and Chat will not be visible to a manager role.

We will consider additional roles such as supervisor for example.

 

[brenulti]

Yes - What exactly do you mean by call handling?

Voice and Chat will not be visible to a manager role.

We will consider additional roles such as supervisor for example.

Under settings the "call handling" tab, includes functions for Ring Groups, Call Queue's. The only way to give them this access also will give them access to Voice and Chat. They also need to access, Reports, Recordings, Phones, Departments, Intergrations, but not Backups and "Voice and Chat". In V18 we had options to configure additional access or remove items as needed.

We need a custom option for some of these clients with specific needs, I don't believe we are the only ones in this boat.

 

[N_G]

I think if a person needs to be able to manage ring groups they can also manage voice and chat. As i said if you dont make the trunk system wide they can not manage the trunk.

 

[brenulti]

Well then you have to give them manager access. not sure what the problem is with voice and chat but if you want them to manage queues, ivrs etc they need access to voice and chat.

How can we protect SIP Trunk configuration and information? Currently in order to give them access to inbound rules they have to go thru the SIP Trunk to do so. We have some PBX's that are national and might have 3-4 different sip providers with 20-30 numbers. There are multiple issues with the new access roles, we need to be able to limit what the customers can and cannot see.

Even from the E911 perspective in Canada we have to be able to provide our customers with E911 access, we also don't want them to be able to change that configuration, we can be subject to heavy fines if these calls do not go thru.

 

[brenulti]

I think if a person needs to be able to manage ring groups they can also manage voice and chat. As i said if you dont make the trunk system wide they can not manage the trunk.

Once trunk may need to provide to multiple departments, as I said earlier we almost need a custom template, or re enable the option to select rights on a user to user basis. With the 6 roles being default "guidelines"