VICIdial User Roles & Permissions

VICIdial uses a layered security model based on User Levels, User Groups, and Admin Privileges. Correct configuration prevents accidental changes, protects sensitive data, and keeps your contact‑center compliant.

Prerequisites

• Admin access (Level 8 or 9) to the VICIdial web interface
• At least one User Group for department‑level isolation
• VICIdial 2.15 or later (labels may differ on older versions)

Understanding User Levels (0–9)

User Levels are numeric and cumulative—higher levels inherit the abilities of lower ones:

1. Level 9 – Administrator – Full system control, including other Level 9 accounts (assign sparingly).
2. Level 8 – Manager – Access to Admin section; can edit users ≤ Level 8 and manage campaigns.
3. Levels 7–4 – Supervisors / Campaign Managers – Can view reports (≥ 7) and adjust campaign & list settings; cannot change core system configs.
4. Levels 3–2 – Senior Agents / Closers – Eligible for inbound queues and closer campaigns; limited admin rights.
5. Level 1 – Agent – Agent interface only—handle calls, dispositions, and scripts.
6. Level 0 – Inactive – Login disabled; use for archived accounts.

Reference: Manager Manual section “User Level” detailing report (7+), admin (8+), and self‑modification (9) thresholds.

Harnessing User Groups

User Groups bundle users for easier management and scoped access:

• Campaign restrictions – limit which campaigns a group can see or join.
• Shift enforcement – force agents to log in only during assigned shifts.
• Timeclock rules – require timeclock login before agent login.
• Report filtering – display analytics only for leads handled by the same group.

Create or modify groups in Admin → User Groups → Add/Modify. Group IDs must be 2–20 characters with no spaces.

Granular Admin Privileges

Even within the same level, you can toggle specific abilities per user (Admin → Users → Modify User):

Default value is 0 (off) for most options.

Best‑Practice Checklist

1. Least privilege – Start agents at Level 1; elevate only what’s necessary.
2. Use groups – Segment departments (e.g., SALES, SUPPORT) to simplify campaign visibility.
3. Audit monthly – Review high‑level accounts and remove unused users.
4. Strong passwords & 2FA – Combine complex passwords with token‑based MFA.
5. Document roles – Keep an internal matrix mapping job titles to levels, groups, and privileges.

Quick Steps to Add a Manager

1. Admin → Users → Add New User.
2. Set User Level = 8 and assign the MANAGERS group.
3. Enable critical privileges: Modify Users, View Reports, Export Reports.
4. Save and reload.

The new manager can oversee campaigns but cannot alter other Level 8 users (only Level 9 can).

Next Steps

• Explore QC User Levels if you use the Quality Control workflow.
• Use non_agent_api.php to automate provisioning (requires Level 8+ with API privileges).
• Combine Shift Enforcement with Group Shifts for strict schedule adherence.

Need more depth? Check the full VICIdial Manager Manual for screenshots and advanced options, or visit the VICIdial Forums for community support.