Giving agents access to voice

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<p class="p">After you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838035866" target="_blank">turned on and configured the voice channel</a>,
you need to give your agents access. On Enterprise plans, you use custom roles to
configure access for multiple users simultaneously. If you're not using an Enterprise
plan, or if you want to configure settings for individual users, you configure access
from the Team members page in Admin Center.</p>
<p class="p">You can manage access to the voice channel for one user at a time.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="id_4408882966170__ul_ylc_nj3_vyb">
<li class="li"><a class="xref" href="#topic_anr_nj3_vyb">Giving access to voice (non-Enterprise plans)</a></li>
<li class="li"><a class="xref" href="#topic_ycb_4j3_vyb">Giving access to voice (Enterprise plans)</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_anr_nj3_vyb">
<h2 class="title topictitle2" id="ariaid-title2">Giving access to voice (non-Enterprise plans)</h2>
<div class="body">
<p class="p">If you're not using an Enterprise plan, you configure access to voice from the Team
members page in Admin Center.</p>
<p class="p"><strong class="ph b">To manage access to voice (non-enterprise plans)</strong></p>
<ol class="ol" id="topic_anr_nj3_vyb__ol_g3b_cc1_rmb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Team members</strong>.</span></li>
<li class="li">On the <strong class="ph b">Team members</strong> page, click the user you want to grant access. The
user you choose must have the <strong class="ph b">User type</strong> of <strong class="ph b">Staff member</strong>.</li>
<li class="li">In the <strong class="ph b">Voice</strong> section of the page, enable the <strong class="ph b">Access</strong> checkbox. If
you don't enable this checkbox, the user cannot access voice.</li>
<li class="li">From the <strong class="ph b">Role</strong> dropdown, choose one of the following voice roles for this
agent:<ul class="ul" id="topic_anr_nj3_vyb__ul_b3h_j11_rmb">
<li class="li">
<strong class="ph b">Admin:</strong> An admin can manage all voice settings found in Admin
Center under <strong class="ph b">Channels</strong> &gt; <strong class="ph b">Talk</strong>, but cannot make or
receive calls.</li>
<li class="li">
<strong class="ph b">Team lead:</strong> A team lead is a voice admin who can also make or
receive calls.</li>
<li class="li">
<strong class="ph b">Agent:</strong> The agent will be the role you'll typically give. Agents
can make or receive calls only.</li>
</ul>
<p class="p">The voice admin role does not consume a seat when used in conjunction
with a free Support seat such as Contributor or Light agent.</p>
<p class="p"><img class="image" id="topic_anr_nj3_vyb__image_i22_l5q_vgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_role_update.png" width="450"></p>
</li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">The agent now has access to voice with the permissions you configured.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ycb_4j3_vyb">
<h2 class="title topictitle2" id="ariaid-title3">Giving access to voice (Enterprise plans)</h2>
<div class="body">
<p class="p">If you're on an Enterprise plan, you can use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom roles</a> to more efficiently configure access to
voice settings and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831823514" target="_blank">Talk dashboard</a> by role, insead of by individual user.
Support admins can manage voice settings and view the dashboard, regardless of their
voice role.</p>
<p class="p"><strong class="ph b">To manage access to voice (Enterprise plans)</strong></p>
<ol class="ol" id="topic_ycb_4j3_vyb__ol_pkt_xj3_vyb">
<li class="li"><span class="ph" id="topic_ycb_4j3_vyb__roles">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin
Center</a>,
click <img class="image" id="topic_ycb_4j3_vyb__image_d11_mgc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span></li>
<li class="li">Hover over the role for which you want to configure access, click the option
menu icon (<img class="image" id="topic_ycb_4j3_vyb__image_psk_cp3_vyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">), and select <strong class="ph b">Edit</strong>.<p class="p"><img class="image" id="topic_ycb_4j3_vyb__image_zwn_hp3_vyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/roles_view_edit3.png" width="600"></p>
<p class="p">A detailed view of the custom
role's settings is displayed. A list of users assigned to the role is also
visible in a panel on the right.</p>
</li>
<li class="li">Configure the following settings as required:<ul class="ul" id="topic_ycb_4j3_vyb__ul_e5h_mp3_vyb">
<li class="li">
<strong class="ph b">Manage channels and extensions:</strong> Turn on this setting to let users
assigned to this role <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838035866" target="_blank">manage Talk settings</a>. When
this setting is turned on and omnichannel routing is turned off, agents
can change the status of other agents from the Talk dashboard."</li>
<li class="li">
<strong class="ph b">View Talk dashboard:</strong> Turn on this setting to let users assigned
to this role view the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831823514" target="_blank">Talk dashboard</a>.</li>
</ul>
</li>
<li class="li">When you're finished, click <strong class="ph b">Save</strong>.</li>
</ol>
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