User Roles

CallTrackingMetrics allows an unlimited number of account users with flexible user access levels. When you add a new user, you can choose from the following roles: Call Agent, Call Manager, Reporting Manager, Billing Manager, Marketing Manager, Administrator, and Agency Administrator.

In Growth, Connect, Sales Engage, and Enterprise plans, all account users will have access to the CTM softphone.  The features that are available to each user may vary depending on the account's plan, access controls applied to that user, customized account or agency settings, and whether the user has access to multiple accounts.‚Äč

Click here to learn how to add users to your account.


Call Agent

Call agents can view calls that are specifically assigned to them in the call log. Calls are automatically assigned to agents when they answer calls from a call queue or answer calls that are routed to their user name. Calls can also be automatically assigned to agents through options in a voice menu, or assigned manually using the +set agent option in the call log.

Call Manager

Call managers can view all calls in the call log and will also have access to the text log if texting is enabled. Call managers can edit the blocked callers list, do not call list, and call scoring options. They can also send single or bulk text messages from text-enabled tracking numbers.

Report Manager

Report managers have all the same access as call managers, plus the ability to view the Reporting section of the account.  In addition to all the abilities a call manager would have, report managers can export the call log, view and schedule call reports, view and edit the overview report, and view the real-time agents dashboard (for plans that can create sub-accounts).

Billing Manager

Billing users can view invoices for past payments.  They cannot see or edit payment options or any other aspects of the account.  If your account has sub-accounts that use agency-shared billing, you can promote Billing users to Agency Billing, which will allow them to see invoices for the agency payment method, but not for any sub-accounts using customer billing.

Marketing Manager

The Marketing Manager role is designed to give read-only access to tracking numbers and source configurations, plus access to the Call Log, FormReactors, and Chat.  Note: this role only allows you to grab the embed widget for the FormReactor along with light customization for chat including access to Facebook Messenger.  They also have access to create and edit Reporting, Triggers, and some Integrations (e.g. Google Ads Direct Connect, Facebook, Hubspot, Bing, Unbounce, etc.). Marketing Managers only exist in accounts that can create sub-accounts and will have access to all sub-accounts within an agency.  Marketing Managers can only be viewed from the "all accounts" user list.

Administrator (non-agency plans)

Account administrators are the highest-level users in the account and can view and edit all aspects of the account.  Administrators are the only users who can view, purchase, and edit tracking numbers or enable/disable call recordings.  They are also the only users able to access integration settings, add users, or view and edit payment information.

Administrator (agency-style plans)

Agency-style plan administrators are the second highest-level users in the account (a sub-account created within the parent agency).  Like administrators on non-agency plan accounts, they can add users, purchase and configure tracking numbers, enable/disable recordings, edit integration settings, and customize features of their sub-account (such as enabling text messaging or the softphone).

If the sub-account is using customer billing, administrators will be able to view and update payment information.  If the sub-account is using agency-shared billing, administrators will not have access to account payment information.

Administrators in sub-accounts cannot view or edit the agency settings page or add sub-accounts to the agency.

Agency Administrator

Agency administrators are the highest-level users in the account and can view and edit all aspects of the account.  These administrators only exist in accounts that can create sub-accounts and have access to several features to allow them to easily view data for all sub-accounts at once.  Agency administrators are the only users able to edit agency settings, which can be used to customize feature availability and security settings for all sub-accounts within the agency.  Agency administrators are hidden in the user list for all lower access levels. Only this user role is able to cancel an agency. 


For additional information on which user roles can receive billing notifications, please visit the Billing Notifications article.

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