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:

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 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.