Sonar user types define what features and settings each user can access within the system, providing the flexibility to cater to various business structures while maintaining security and efficiency. By assigning user types tailored to each team member’s needs, businesses can optimize their communication systems and improve overall performance.
Sonar User Types & Access Levels
All users have access to Sonar communication apps, such as the Sonar mobile app, browser-based Sonar Phone (WebRTC), and the Attendant Console. Click each User Type below to learn more about the unique scopes offered within the Sonar portal.
Basic Users
The majority of overall users are assigned the Basic User scope.
Basic Users are the default value for extensions at the moment of creation. Basic Users can only make changes to their personal extensions. They will be able to see and modify only their own settings. They cannot affect other components of the account or see calls made/received by other extensions. All users have a version of this layout page (Call Center replaces Home for some users) so users may configure settings for their own extension(s), connected devices, call forwarding, voicemail, and personal call histories.
All managing users will have a Basic User layout to access their personal Sonar settings.
Office Managers
Office Managers have the same access as Basic Users in My Account, however, in Manage Organization, they have access to company-wide configuration settings. While Office Managers cannot add/remove users, they can change settings for users, access the company-wide call history, and modify various components of their account, such as auto attendants and music on hold. Additionally, Office Managers have access to a unique portal, called Account Preferences, in which they can do things such as pay online invoices, update 911 addresses, and add/edit authorized contacts.
Call Center Agents
Call Center Agents are similar to Basic Users because they can only affect their own extension and cannot see data for the rest of the company. The Agent interface shares almost all the same tabs as a Basic User, with the exception of the Home tab. The Home tab is replaced by the Call Center tab, where the user can see their assigned queues and toggle their queue availability.
Call Center Supervisors
Like Office Managers, Call Center Supervisors can also easily switch between portal layouts Manage Call Center, and My Account. Supervisors have the same My Account view as an Agent, with the Call Center tab replacing the Home tab. Within a Supervisor's Manage Call Center layout, they can access the managerial Call Center and Call Queue tabs. Supervisors can generate reports; manage their assigned queue agents; make changes to queue behaviours; and, access the call history for their agents and queues. Office Managers can restrict which queues Supervisors have access to if required.
Site Managers
Site Managers are a newer user type within the Sonar portal framework. Many organizations have a branch structure, existing in multiple locations across the country.
The Site Manager role is a specialized user type for organizations with multiple branches. SSite Managers, like Call Center Supervisors, are middle-managers who can oversee an assigned group users and update the settings for their users only—without access to configuration settings for other branches. Site Managers oversee a group of Basic Users. While originally created for multiple locations and n11 services (e911), Site Managers can be the perfect user-type for larger organizations with clearly defined hierarchical branches of operations, regardless of their department locations.
| User Type | Sonar Layout Access | Permissions |
|---|---|---|
| Basic User | Personal Extension Settings (My Account) | View & modify own settings (voicemail, call history, call forwarding). Cannot access company-wide settings. |
| Office Manager | Manage Organization & My Account & Account Prefernces | Configure company-wide settings, access call history, modify auto attendants, call queues, music on hold, pay invoices, and update 911 addresses. Cannot add/remove users. |
| Site Manager | Manage Organization & My Account | Oversee a group of Basic Users at specific locations, manage settings relevant to assigned site. |
| Call Center Agent | Personal Call Center settings (My Account) | View and manage personal queue settings, toggle queue availability. Cannot access other users' data. |
| Call Center Supervisor | Call Center & Manage Call Center | Oversee queue operations, manage agent settings, generate reports, and access call history for queues and agents. |
Sonar User Types: Business Benefits
Each Sonar user role is designed with efficiency and security in mind. By limiting access based on need, businesses can delegate responsibilities effectively, ensuring that each user has the tools necessary for their role without compromising sensitive information.
Flexibility
With distinct roles, businesses can control access based on job functions, from basic user control to full administrative oversight.
Security
Limits access to protect sensitive data. By restricting access ensures that users can only modify what’s relevant to them, reducing the risk of mistakes or unauthorized changes.
Streamlined Operations
Office Managers, Site Managers, and Supervisors can configure settings for large teams without requiring every user to have administrative rights, which optimizes workflows and simplifies management.
Efficiency
Implementing effective scopes ensures users have the right tools without unnecessary complexity.
Scalability
Supports growing businesses with structured user management.
Choosing the Right User Type
Assigning the right user scope ensures security, efficiency, and streamlined operations.
If a user only needs to manage their own settings, assign Basic User.
If they manage company-wide configurations, assign Office Manager.
If they oversee a specific location or a defined group of Basic Users, assign Site Manager.
If they work in a call center and handle calls, assign Call Center Agent.
If they manage call center operations, assign Call Center Supervisor.
Need Help? Reach out!
Need to Identify your User Type?
You can easily identify which Sonar user type has been assigned to you by logging in to the Sonar portal and counting the number of available tabs.
Basic Users: 7 tabs, the first is Home.
Office Managers: 10 tabs in Manage Organization and basic user access within My Account and Account Preferences.
(New) Site Managers: 6 tabs in Manage Organization and basic user access within My Account.
Call Center Agents: 3 tabs, the first is Call Center.
Call Center Supervisors: 7 tabs, the first is Call Center.
Site Manager: 6 tabs, the first is Home.
