Accessing the Telvoip Call Center
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
The Call Center module is the main workspace used by agents to manage inbound and outbound calls. It allows users to make calls, receive calls, monitor call activity, and track call performance within the system.
How It Works
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 or abandoned calls.
Within the Call Center, you have three functions:
- Call Logs
- Campaign Manager
- Call Center Admin
How to Access
Log into your Telvoip account, and navigate to the Call Center section from the left sidebar menu.
The call dashboard will open showing call activity and tools.
How to Use
Typical functions inside the Call Center include:
Receiving Calls
- Ensure your Webphone status is set to ONLINE.
- Set your availability status to Available.
- Incoming calls will automatically be routed to you.
Making Calls
- Enter the phone number in the dialer.
- Click the Call button.
- Use the call controls to mute, hold, or end the call.
Monitoring Calls
- View active calls.
- Review missed or abandoned calls.
- Track call duration and history.
Within the Call Center, there is a “Call Logs” button that keeps a record of all inbound and outbound calls made.
As seen from this screenshot, agents can view these details;
Call Type – Outbound, Outbound Missed, Inbound, Inbound Missed
Caller – The caller shows the agent ID for outbound calls. For inbound calls, it displays the caller’s number.
Receiver – Displays the receiver’s number or the ID of the agent who receives an inbound call
Date – Shows the date the call was made
Time – Shows the time of the call
Duration – Shows how long the call lasted
Recording – Shows whether the call was recorded or not
Best Practices
- Always set your status to Offline when leaving your workstation.
- Check missed calls regularly to follow up with customers.
- Use notes or call logs to track customer interactions.
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