The Call Center module in Seamless is used to manage the calls in the system, this is a centralized support team of customer service agents who handle phone calls for a company.

The Call Center module is under the COMMUNICATIONS menu:

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

To receive calls or make outgoing calls in Seamless, you - an agent (Seamless user) must do the following steps:

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

      

   2. Click on button Connect

      

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
      

      

At the end, the green tick next to Agent icon indicates that you are ready to receive calls or make outgoing calls in Seamless.