Specialized guides for setting up call center features, IVR workflows, call routing, business hours, queues, and agent settings, with implementation best practices.

Interactive Voice Response (IVR) enables organizations to automate call handling by directing callers to the appropriate department, queue, or agent based on predefined call flows. Telvoip's visual IVR editor makes it easy to build and manage these call journeys without requiring technical expertise.

Guides

IVR Flow Setup and Management

Call Center & IVR

Practical guidance on using AI capabilities, configuring smart features, and optimizing automated workflows.

Maintaining consistent service quality across large volumes of customer interactions can be challenging. Traditional quality assurance (QA) processes often rely on manually reviewing a small percentage of calls, making it difficult to identify performance trends, coaching opportunities, and customer experience issues at scale.

Best Practices for AI Analysis Contact Center Quality Assurance

Artificial Intelligence & Features

The Telvoip AI Analysis Tool helps businesses transform customer conversations into actionable insights.

Getting Started with the Telvoip AI Analysis Tool

The Telvoip AI Analysis Tool helps supervisors, quality assurance teams, and managers gain deeper visibility into customer interactions by automatically analyzing completed calls.

How to Access the AI Analysis Tool and Understand Call Insights

The Telvoip AI Analysis Tool does more than transcribe calls and evaluate sentiment. It also provides actionable recommendations and performance insights that help supervisors, quality assurance teams, and managers improve agent effectiveness over ti

How to Use Conversation Insights for Agent Coaching

Artificial Intelligence & Features help articles.

Walkthrough articles for managing subscriptions, updating payment methods, viewing invoices, and resolving billing-related issues.

Regular invoice reviews help prevent service interruptions.

How to Manage Outstanding Balances on Telvoip

Billing and Payments

How to Pay a Pending Invoice on Telvoip

Telvoip supports usage-based voice services through minute balances. If your available minutes become low, additional minutes can be purchased at any time.

How to Purchase Additional Telvoip Call Minutes

The Telvoip AI Analysis Tool uses a credit-based billing model.

How to Top Up AI Analysis Credits

DID numbers provide dedicated inbound telephone numbers that allow customers to contact your organization directly. Depending on your subscription and usage, DID-related charges may include:

How to Track your DID Number Billing

The Telvoip Billing Center is designed to provide a seamless experience for managing subscriptions, call minutes, AI credits, DID services, invoices, and payments. However, there may be situations where payments are delayed, invoices remain pending, 

Troubleshooting Billing and Payment Issues

The Telvoip Billing Center provides a centralized location for managing subscriptions, purchasing usage-based services, monitoring account balances, reviewing invoices, and settling payments.

Understanding Telvoip Billing, Invoices, and Payments

Every chargeable activity within Telvoip generates an invoices that provides a detailed record of services purchased and payments due.

Understanding Telvoip Invoices and Payments

Practical guidance on planning, launching, monitoring, and optimizing campaigns to improve engagement and performance.

How to Access Campaign Reports

Campaign Management Tools

On the “Assign Agent” tab, select the campaign you’re allocating to agents using the dropdown menu.

How to Add Agents to a Live Campaign

How to Manage Campaign Leads

The section is divided into two main components:

How to Update Your Campaign Settings

A campaign uses uploaded lead lists and assigns them to agents. The system then distributes calls to agents based on availability.

Setting Up Campaigns on Telvoip

Resources for understanding dashboard functionality, configuring key features, and optimizing your platform experience.

The Call Center connects agents to customers through the system’s webphone or integrated telephony service. Calls can be routed to available agents based on their availability status. Agents can view call logs, handle active calls, and track missed o

Accessing the Telvoip Call Center

Dashboard & Features

The Campaign Manager contains several key sections:

How to Set Up Telvoip Campaign Manager

Each outbound campaign uses specific lines to place calls. The Live Console displays the status of these lines, allowing administrators to verify that they are active and available for dialing.

Managing Phone Lines for Campaigns

The Telvoip Dashboard is the main overview screen you see after logging into your account. It provides a real-time summary of call activity, usage statistics, and performance indicators.

Navigating the Telvoip Dashboard

Essential guides for setting up your account, managing users, configuring profile settings, and administering your workspace.

Check your email inbox for the OTP, then copy and paste it into the login page to complete the process.

First Time Telvoip Account Set Up

Getting Started and Account Management

Telvoip is a cloud-based Voice over Internet Protocol (VoIP) communication platform designed to help businesses manage voice calls over the internet rather than traditional telephone networks.

Getting Started with Telvoip

Once you click this button, a booking calendar will open, allowing you to schedule a call with our Sales team. Each session lasts 45 minutes, and available time slots run from 9:00 AM to 3:45 PM.

How To Create a Telvoip Account

A new window will open, requiring you to swipe sideways to access the Admin Tools.

How to Manage Queues On Telvoip

The Call Center Admin panel controls how calls are distributed among agents. Administrators can create call queues, assign agents, monitor call performance, and manage system settings.

Navigating the Call Center Admin

This section displays two main categories: Available Numbers and Purchased Numbers. Available numbers can be selected and acquired for use, while purchased numbers are those already assigned to your account.

Setting Up DID Numbers

Shift templates allow administrators to define standard working hours, break periods, and agent availability. Creating and maintaining shift templates helps streamline workforce scheduling and ensures adequate coverage across your support and communication teams.

How to Set Up Shifts on Telvoip

Tag Catalog allows administrators to organize and customize the tags used throughout the ticketing system. Tags help teams categorize tickets, improve reporting, and quickly identify different types of requests at a glance. You can update existing tags, such as Issue Resolution and POC Creation, by modifying their names or assigning new colors to better align with your support workflows.

How to Set Up a Tag Catalog

Telvoip's ticketing system is designed to help teams organize customer requests, automate workflows, and ensure timely resolution of issues. Beyond simply creating and responding to tickets, administrators can configure policies and settings that improve efficiency across the entire support operation.

Understanding Telvoip Tickets

Outbound Webhooks allow Telvoip to automatically send ticket events to external applications and systems in real time. This enables teams to automate workflows, synchronize data across platforms, and trigger actions whenever important ticket activities occur.

How to Link Outbound Webhooks on Telvoip

SLA Policies help you establish clear service expectations for your support team by defining how quickly tickets should be acknowledged and resolved. By configuring SLA targets based on ticket priority, you can improve response consistency, monitor team performance, and ensure that customer issues are addressed within agreed timelines.

How to Create and Update SLA Policies

Roles allow administrators to define access levels and permissions for different users across the platform. By creating custom roles, organizations can ensure users have access only to the features and functions required for their responsibilities.

How to Create and Assign Roles on Telvoip

Getting Started and Account Management help articles.

Essential guides for managing conversations across voice, email, chat, SMS, and social messaging while configuring integrations for seamless customer engagement.

WhatsApp Messaging on Telvoip allows businesses to communicate with customers through an official WhatsApp Business channel, manage conversations centrally, and respond efficiently using shared inbox features.

Setting Up WhatsApp Business On Telvoip (Business Setup Guide)

Omnichannel

Email on Telvoip allows businesses to send, receive, and manage emails from a shared inbox, ensuring faster response times and team collaboration.

How to Link your Email Account With Telvoip (Gmail )

The Telvoip omnichannel platform allows you to receive messages from all customer touchpoints, including Facebook messaging. In addition, it allows you to connect or disconnect facebook pages, and also authentication settings.

How to Connect a Facebook Page

Instagram Messaging on Telvoip allows businesses to manage Instagram Direct Messages (DMs) alongside other channels from one unified inbox.

Instagram Messaging - Business Setup Guide

To manage your emails, use the options in the sidebar under the “Compose” button. From here, you can access your Inbox, Sent messages, Drafts, Spam, and Trash, allowing you to manage all email activity from a single dashboard.

How to Use Telvoip Mail Merge

After integrating your email account with the Telvoip dashboard, you can now send and receive emails directly from the system. The email function can be used for customer communication, support responses, and campaign messaging.

Sending Your First Email On Telvoip

Comprehensive guides for managing team communication, collaboration features, user roles, permissions, and productivity best practices.

Team Chat offers real-time messaging, allowing agents to start conversations, reply to colleagues, and maintain ongoing discussions related to campaigns, leads, or customer interactions.

Customer Support Team Chat

Team Collaboration Tools

Agents can add notes during or after interactions. These notes are stored within the system and can be viewed by other authorized team members, ensuring continuity when handling customers or leads.