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:

• Telephone Settings

  • Manage phone lines

  • Manage phone Queue

  • IVR

• Incoming Calls

• Outgoing Calls

• Call History

Be ready to receive calls or make outgoing calls

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1. 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

2. Connect to the Call queue:

   1. Go to COMMUNICATIONS menu → Call Center → Call Queue

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   2. Click on button Connect

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3. Connect to a Phone Line:

   1. Go to the bottom → click Agent icon → click button → select a phone line to connect to.
      

      

4. Change your status to Available:

   1. On Agent popup → click button → select status Available
      

      

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