Roles

FireTone has four roles. Each is a bundle of named permissions, and they sit on a single ladder — but the interesting part of each is what it is kept away from, not what it adds.

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Agent

The floor. Reads their own work and places their own calls: call history, the directory, their queues, contacts and tickets read-only, voicemail, and the controls to make and hold a call. Excluded on purpose: billing and trunks. An agent has no reason to see what a call cost or which carrier carried it, and both are a tenant’s commercial position rather than a person’s job. Their lists are their own work, not the tenant’s: call history, dispositions, conversations and stages are narrowed to the agent, not merely filtered in the interface. A supervisor sees their team; an agent sees themselves. Call control is in the phone panel beside every page — answer, hold, transfer, park and conference — and it acts on whichever call the switch says is theirs, browser or desk phone.

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Team supervisor

An agent plus oversight — and the oversight comes from scope, not extra powers. A supervisor sees their own teams’ work rather than a wider slice of the menu. Adds: listening to recordings, rostering queues, writing contacts and tickets, reading satisfaction scores, and reading campaigns and processes. Excluded on purpose: starting, stopping or re-targeting a campaign. A supervisor can see what is running and cannot change what it does.

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Organisation admin

Runs one tenant. Everything above plus the organisation itself, teams, extensions, agents, IVR flows, routing, users, API keys, AI configuration, campaigns, processes, and reading their own bill. Excluded on purpose: trunks, nodes, rate writes — the operator’s infrastructure — and margin. A tenant sees what they are charged; what the operator paid underneath it is not theirs.

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Operator admin

Owns the platform. Every permission there is.

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How this shows up

Two consequences worth knowing:

• An API key can never exceed its owner. A key’s permissions are intersected with the role of the person who created it. Granting a key something you do not have yourself is not possible.
• An unattributed record is invisible to a restricted reader. Where FireTone cannot demonstrate a row is yours, it does not show it. “Cannot prove it is yours” resolves to no, not to yes.