Roles are used to assign administration access to settings in Partner Hub and Control Hub. There are multiple roles available, which can provide access to required administrative settings while limiting access to non-required settings. You can assign multiple roles to a single administrator or multiple administrators with varying roles and access privileges, all according to the organization needs.

Within a partner organization (Service Provider or reseller), roles can be assigned for two main administration purposes:

  • Partner Management—Manage settings that apply to the partner organization.

  • Customer Management—Manage settings that apply to customer organizations that the partner manages.

Partner Management Roles

The following organizational and functional roles grant administrative privileges to manage settings for the partner organization itself (the organization titled “My Organization” in Partner Hub).

  • Full administrator—Has access to view and administer settings for partner organization. Can assign administration roles, including roles for Customer management.

  • Read-only administrator—Has access to view partner organization’s settings, but cannot edit settings.

  • Support administrator—Has access to Analytics and Troubleshooting.

  • User and device administrator—Has access to manage users, devices and licensing.

  • Device administrator—Has access to manage devices.

  • Compliance officer—Has access to user-generated and legal content.

  • Advanced troubleshooting—Access to join in-progress and live meetings.

The following table displays the level of access the above administrators have to manage settings for the partner organization.

Table 1. Partner Management Roles

Full admin

Read-only admin

Support admin

User and device admin

Device admin

Compliance officer

Advanced troubleshooting

Partner Organization Settings

Assign admin roles

Read-only

Add/Delete users and assign licenses

Read-only

Device management

Read-only

Company policy and templates

Read-only

Analytics and reports

Read-only

Troubleshooting

Read-only

Licenses and upgrades

Read-only

Organization settings

Read-only

App integrations

Read-only

Webex site management

Read-only

Admin actions audit log

Read-only

Access to user generated content

Legal hold

Access to join in-progress meetings

Customer Management Roles

The following Customer Management roles can be assigned to users in the partner organization. These roles provide access to manage settings in Partner Hub or Control Hub for customer organizations that the partner manages.

  • Sales full administrator—Can manage settings for all customers that the partner manages. Can also assign admin roles to existing users in the organization and assign specific customers to be managed by partner admins.

  • Sales administrator—Can manage settings for customers that the administrator provisioned or who have been assigned to the user.

  • Partner read-only administrator—Can view settings for all customers that the partner manages. Does not have edit access.

  • Help desk administrator (Basic)— Can access Help Desk view (from Partner Hub’s Troubleshooting page). Can conduct cross-organization searches of all customers under the partner for troubleshooting and support. This role provides temporary read access to customer organizations under the partner.

  • Help desk administrator (Advanced)—This role provides everything that the above Basic role provides, but also lets the administrator request full administrator access from a customer administrator in order to fix problems.

The following table displays access privileges that the above administrators have to manage settings in Partner Hub and Control Hub on behalf of customer organizations that the partner manages.

Table 2. Customer Management Roles

Sales full admin

Sales admin

Partner read-only admin

Help desk admin (Basic)

Help desk admin (Advanced)

Partner Hub Settings

Assign Admin Roles

Partner analytics and reporting

Read-only

Branding

Read-only

Company policy and templates

Create customers

Begin and manage Webex trials

Customer Organization Settings

Customer List

See all

See partial

See all

See all

See all

Assign Customer Admin Roles

Add / Delete users and assign licenses

Read-only

Read-only

Temporary when approved

Device management

Read-only

Read-only

Temporary when approved

Company policy and templates

Read-only

Read-only

Temporary when approved

Analytics and reports

Read-only

Read-only

Temporary when approved

Troubleshooting

Read-only

Licenses and upgrades

Read-only

Read-only

Temporary when approved

Organization settings

Read-only

Read-only

Temporary when approved

App integrations

Read-only

Read-only

Temporary when approved

Webex site management

Read-only

Read-only

Temporary when approved

Admin actions audit log

Read-only

Read-only

Temporary when approved

Access to user-generated content

Legal hold

Access to join in-progress meetings

Retrieve logs


Provisioning administrator is a derived role rather than an assigned role. It can occur if an administrator sets up Webex services for an organization that exists already in Control Hub and which has an existing relationship to a partner and partner admin. The Provisioning administrator has similar access to a Sales administrator. However, do not have access to begin and manage Webex Trials.

Assign Roles

The Full administrator and Sales full administrator can assign roles to other users in the partner organization.

The first user provisioned to the partner organization gets assigned both of the above roles automatically and can assign roles to other users in the partner organization.

1

Sign in to Partner Hub at http://admin.webex.com.

2

Select Customers and launch the view for My Organization.

3

In Control Hub, click Users and select the appropriate user.

4

Under the Profile tab, go to Administrator roles and click the arrow > to expand the view.

5

Select the appropriate roles and click Save.

Partner Hub login access is assigned automatically when administrator roles are assigned. For help desk, administrators can log in to https://admin.webex.com/helpdesk.

 
A full administrator in a partner organization can also assign the Sales full administrator, Sales administrator and Partner read-only administrator roles via the Partner Hub Administrators view.

Restricted Admin Mode

Restricted admin mode is an organization-level setting that partner administrators can enable for customer organizations (the default setting is enabled). When a partner admin enables Restricted mode for a customer organization, all customer administrators for that organization are restricted from editing a list of partner-defined settings in Control Hub—only a partner administrator can reset the restricted settings. For customer administrators, the level of Control Hub access is determined as follows:

(Control Hub access) = (Role entitlements) - (Restrictions)

When Restricted mode is enabled, the following items are restricted for customer admins in that organization:

  • In the Users view, the following settings are not available:

    • Manage Users button is greyed out.

    • Manually Add or Modify Users—No option to add or modify users, either manually or via CSV.

    • Claim Users—not available

    • Auto-assign Licenses—not available

    • Directory Synchronization—Unable to edit directory sync settings (this setting is available to Partner-level admins only).

    • User details—No option to edit User settings such as name and email address.

    • Reset Package—No option to reset the package type.

    • Edit Services—No option to edit the services that are enabled for a user (e.g., Messages, Meetings, Calling)

    • View Services status—Unable to see full status of Hybrid Services or Software Upgrade Channel

    • Primary Work Number—This field is read-only.

  • In the Account view, the following settings are not available:

    • Company Name is read-only.

  • In the Organization Settings view, the following settings are not available:

    • Domain—Access is read-only.

    • Email—The Suppress Admin Invite Email and Email Locale Selection settings are read-only.

    • Authentication—No option to edit Authentication and SSO settings.

  • In the Calling menu, the following settings are not available:

    • Call Settings—The App Options Call Priority settings are read-only.

    • Calling Behavior—Settings are read-only.

    • Location > PSTN—The Local Gateway and Cisco PSTN options are hidden.

  • Under SERVICES, the Migrations and Connected UC service options are suppressed.


Restricted mode gets applied to customer organizations, rather than to individual administrators. When this setting is on, customer administrators at that organization see a banner at the top of the Control Hub screen that lets them know that this setting is applied.

Configure Restricted Admin Mode

Partner administrators can use the below procedure to enable or disable this mode for given customer organizations (the default setting is enabled).

  1. Sign in to Partner Hub and select Customers.

  2. Select the applicable customer organization.

  3. In the right-hand settings view, turn Restricted Admin Mode on or off by enabling or disabling the following toggles:

    • For Webex for BroadWorks—To turn the setting on, enable the Restricted by Partner Mode toggle.

    • For Wholesale RTM—To turn the setting on, enable the Restrict this customer toggle.

    Disable the toggle if you want to remove Restricted Mode for the customer organization.

Related Articles

The following articles contain additional information on roles:

  • Assign organization roles in Control Hub—If you grant Control Hub access to customer administrators, use this article to configure role access for customer administrators.

  • Approve External Administrator Request—Customer administrators can use this procedure to grant a partner administrator external administrator access to their organization. An example of where this may be required is if an existing Webex organization purchases Webex services from a partner organization with whom they do not have an existing relationship. The customer administrator must approve external administrator access to the new partner administrator.