Within the TMS Users tool, a PBX admin can create managers, set permissions, create roles and distribute extensions. 

Managers allocate specific permissions to extension users. 
They can restrict or enable actions depending on what the 

extension user needs to do. The information that managers get on their reports varies according to what permissions are enabled on each extension.



Managers can take ownership of their department’s extensions directly with the “Put Under Management” icon. This enables the manager to set permissions for those extensions. 

Adding a Manager

Here, PBX admin can add new managers to a company account. Different managers can be created within a company - for instance, a sales manager or accountant. An accountant may only need to access “Billing & Accounts” menu items, whilst a sales manager will need to be able to see their team members and the data relevant to them.


Permissions are given to managers by administrators. Managers can give permissions to extensions that they manage. These permissions are set to ensure a manager or extension has the correct functionality to easily execute their specific tasks and responsibilities. 

Before setting a manager’s permissions, the PBX admin should make sure they have chosen the correct manager. 

Permissions are set according to their type. The options available for an extension type and manager type differ.

Remember: If certain permissions are not enabled for a manager, that manager will not be able to enable those permissions for any extension users under them.


A role is a set of permissions that can be used as a template and applied to other users.

Bear in mind that the permission options available differ between user types.  


By applying a role, the permissions applied in the role will be applied to that user. User roles usually correlate with their department function, but can also be tailored to an individual's job function. 

For example: An administrator role can be allocated to an extension within the finance group or within the sales group. This role will then be called “Finance Administrator” or “Sales Administrator”. 

Note: Should a user’s permissions be updated after the role is applied, their role will change to “Custom” as they are no longer within the scope of that role. Should a role be updated, then each user having that role will be updated accordingly.


Distribution is when an ExtensionQueue or Campaign is allocated to a manager. In order to do this, these objects will need to have already been set up (these will be discussed in their own chapters).

Distribution can also happen automatically, such as when a manager creates a queue or campaign.

Distribution differs from ownership. If an extension is distributed to a manager, it will only be visible to them. If they own an extension, they will be able to view it and set permissions for it.

Distribution can also apply to several managers, i.e. an extension can be visible to multiple managers, like a direct report and a quality manager, but can only be owned by one manager.

An extension can be distributed (or allocated) to/by several managers in the “TMS Users/Manager” menu under the Distribution tab.

If it is not already owned, a manager can take ownership of an extension that is distributed to them by selecting the “Put Under Management” button within the extension settings in the Distribution tab.