TLDCRM implements multiple types of permission methods to allow Users to use the system and modify information in an Account. Permissions allow a User to access Sections in an Account based on their Role or Role Level, and/or perform specific tasks through Abilities.Sections” are areas of the platform such as “Dialer”, “Leads” or “Clients”.


Roles are predefined access templates for Users in TLDCRM. Roles reveal certain Sections of the CRM that are most often required for that User to perform their duties. Role examples include: Agent, Verifier, Customer Service. Each Role has an associated Role Level based on the importance of the Role to the operation of a typical call center or agency. A User with no roles cannot login even if they are an active User in the system. Users can have multiple Roles in an account, as well as multiple Roles in other accounts. A User can only belong to one Account even if they have access to another Account.

There are 10 main roles:

  • 1 – Guest
  • 10 – Fronter
  • 20 – Agent
  • 30 – Verifier
  • 40 – Customer Service
  • 50 – Human Resources
  • 60 – Payroll
  • 70 – Accounting
  • 80 – Manager
  • 90 – Administrator
  • 100 – Super Administrator

Role Levels

Role Levels range from 1 – 100, with Agents being 1 and Superadmin being 100. A minimum role level of 1 is required to login and access the system. Some parts of the system use Role Levels to determine what information an agent can or cannot see as a minimum barrier to entry. This is mostly used for “Manager or Higher” only Sections, or “Everything but AgentsSections.


Abilities have no Role Level and are specific to an Action a User can perform in the system as opposed to Sections. Abilities often overlap with Roles. A User with Abilities and No Roles cannot log into the system. Abilities allows the client to fine tune permissions for Users that require more than standard functions or access for their Role. Examples include: Uploading Documents, Using Relays and Exporting Data.

Non Account Users

Often Users from other Accounts are granted access to a different Account by associated clients to provide support and services for uplines and downlines. This type of access is granted only with written consent via email and performed by TLDCRM Administrative Staff upon agreement by both Account Superadmins. Non Account Users can be removed by Superadmins of an account at any time and are visible on the User Management Section under the list of Account Users. Non Account Users do not count to the total number of Users for a given Account.

Important Roles and Permissions

The following is a list of important roles and permissions related to PHI and PII information visible in the system. Note that PHI / PII information is flushed out at Account configured intervals.

View Individual PHI / PII Information
[SSN, CC Information, Bank Information]

  • Verifier and Above ( Greater than Role Level 20)

View & Search List Lead Data

  • Superadmin
  • Admin
  • Manager
  • Verifier

View & Search List Policy Data

  • Superadmin
  • Admin
  • Manager
  • Customer Service
  • Verifier

Export List Lead Data

  • Superadmin
  • Admin

Export List Policy Data

  • Superadmin [Includes PHI/PII Data, Does not include Billing Data]
  • Admin [Does not Include PHI/PII Data, Does not include Billing Data]