The Call Center module in Seamless is used to manage the phone calls in the system, this . This is a centralized place for support team of or customer service agents who to handle phone calls for a companywith their customers.
Currently, Seamless uses Twilio Programmable Voice https://www.twilio.com/docs/voice for call services.
The Call Center module is under the COMMUNICATIONS menu:
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Topics under the Call Center module:
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Telephone Settings
Manage phone lines
Manage phone Queue
IVR
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Incoming Calls
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Outgoing Calls
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Be ready to receive calls or make outgoing calls
To receive calls or make outgoing calls in Seamless, you - an agent (Seamless user) must do the following steps:
Ask your administrator to add you to the Call queue. See https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/30146768/Phone+Queues#To-add-a-member-to-the-queue
Connect to the Call queue:
Go to COMMUNICATIONS menu → Call Center → Call Queue
Click on button Connect
Connect to a Phone Line:
Go to the bottom → click Agent icon
→ click button 
→ select a phone line to connect to.
Change your status to Available:
On Agent popup → click button
→ select status Available
At the end, the green tick 
next to Agent icon indicates that you are ready to receive calls or make outgoing calls in Seamless.
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