The Call Center in Seamless is used to manage phone calls in the system. This is a centralized place for support team or customer service agents to handle phone calls with their customers.

Currently, Seamless uses Twilio Programmable Voice https://www.twilio.com/docs/voice for call services.

The Call Center is under the COMMUNICATIONS menu:

Open

Topics under the Call Center:

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 Phone Queues | To add a member to the queue

2. Connect to the Call queue:

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

      Open

      

       

   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.