In ACE Voice web there are functions customised for roles Admin and User. There are also several user groups connected to each role, giving access to various content in the two different views; Admin view and User view.
Being an administrator or an attendant you have access to both Admin view and User view. Which view you first meet depends on how you log in.
If you log in via the short cut in ACE Softphone 
you enter the User view. Also see Overview of ACE Softphone.
If you log in via the web login page, you enter the Admin view. See Log in to Voice web the first time.
As a contact centre user, or an agent, you only have access to the functionality in the User view.
In this help web you see which user category each topic is intended for, in boxes like these.
You also see in which view the described function is found, by the header tabs.