--- title: "Getting started with core features" slug: "getting-started" description: "Basic concepts for using Voiso and navigating the user interface. Quick Start Resources. On-boarding. Setting up your own contact center." tags: ["Getting started", "Overview", "User Interface"] updated: 2025-11-12T13:57:06Z published: 2025-11-12T13:57:06Z canonical: "docs.voiso.com/getting-started" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Getting started with core features **Who should read this article**: Administrators, Supervisors This guide is for contact center administrators and supervisors who are ready to explore the features of our core cloud-based Contact Center as a Service (CCaaS) application. Important **14-day trial users** should start with these articles. They walk you through initial setup, calling configuration, and key steps to get the most out of your trial experience. - [System Requirements](/v1/docs/system-requirements) - [How to set up your contact center](/v1/docs/how-to-set-up-your-call-center) - [How to set up your equipment and softphone](/v1/docs/how-to-set-up-softphone) - [How to enable outgoing calling](/v1/docs/how-to-start-making-calls) - [How to start receiving calls](/v1/docs/how-to-start-receiving-calls) - [Administrator Guide](/v1/docs/administrator-guide) - [Supervisor Guide](/v1/docs/supervisor-workflows) - [Agent Guide](/v1/docs/agent-guide) ## Easy onboarding checklist It is easy to get started. First, visit our [website](https://voiso.com) and [request a demo](https://voiso.com/request-a-demo)! If you are already a customer, the articles in this section will guide you through what you need to do to set up a contact center on your own. Use this checklist to get your core contact center up and running: - Specify the global settings for your contact center on the **System settings** page [↗](/v1/docs/administration-system-settings) - Specify **General** settings, such as time zone, ringtones, and after call work - Review your contact center **Security** settings, such as 2FA, auto account lockout, and host restrictions - Manage your contact center **Features** - Set up timeout **Timers** - Get regional **numbers** from Voiso or connect your own [↗](/v1/docs/inbound-inbound-numbers) - Add **users** accounts and assign a role such as **agent**, **supervisor**, **admin**, or **analyst** [↗](/v1/docs/users-users) - [Set up your softphone or hard phone](/v1/docs/how-to-set-up-softphone) - Create **teams** and assign your users to them [↗](/v1/docs/users-teams) - Configure **skills** for routing and assign them to agents who will handle interactions [↗](/v1/docs/users-skills) - Create **wrap-up codes** and **wrap-up code groups** for interaction outcomes and assign them to **teams**. [↗](/v1/docs/administration-wrap-up-codes) - Set up **Caller ID groups** for outbound calling [↗](/v1/docs/outbound-cid-groups) - Add **media** for queue related messages, such as in-queue announcements [↗](/v1/docs/administration-media) - Add **queues** to manage interaction distribution [↗](/v1/docs/inbound-queues) - Add **flows** (IVRs) to route inbound interactions [↗](/v1/docs/inbound-flows) - Integrate your **CRM** [↗](/v1/docs/crm-integration) ### Quick Start Resources Start with [How to set up your contact center](/v1/docs/how-to-set-up-your-call-center), to get an overview of the essential steps for configuring your contact center, including adding users, securing the network, and setting up numbers, Caller IDs, queues, and flows. It also introduces installing softphones and preparing agents to make and receive calls. For a more detailed, step-by-step approach, take a look at these helpful articles to get going: - [How to set up your equipment and softphone](/v1/docs/how-to-set-up-softphone) - [How to enable outgoing calling](/v1/docs/how-to-start-making-calls): - Grant outbound calling permission to **users** - Buy or add phone **numbers** for your contact center - Set up **Caller IDs** - Add Caller IDs to a **Caller ID group** and assign teams to the group - [How to start receiving calls](/v1/docs/how-to-start-receiving-calls) - Buy or add phone **numbers** for your contact center - Create an interaction **queue** to manage automatic call distribution - Add an interaction **flow** and assign one or more phone **numbers** and digital channels to it. Optionally you can also assign your **queue** to the flow. - [How to start sending SMS](/v1/docs/how-to-start-sending-sms) - [How to enable Omnichannel Workspace](/v1/docs/enabling-omnichannel) - Enable digital channels - Enable users to handle webchat interactions - Enable an interaction queue for the webchat channel - Create a Digital Channel interaction flow - [How to enable Webchat](/v1/docs/omnichannel-webchat) ## Where do I find info for my role? This documentation set includes the following guides as well as various articles about using Voiso features: - An [administrator's guide](/v1/docs/administrator-guide) that describes how to configure your contact center. - An [agent's guide](/v1/docs/agent-guide) is included to help you train agents. - A [supervisor's guide](/v1/docs/supervisor-workflows) to familiarize supervisors and team leads with agent and interaction management tasks. Important For the best experience with Voiso, we recommend using **Google Chrome**—some features may not work as expected in other browsers. ## What can I do with Voiso? Voiso is a powerful cloud-based web application suite that enables you to deliver on your contact center objectives. Accelerate your outbound sales with the Voiso AI-powered predictive [dialer](/v1/docs/how-to-run-a-dialer-campaign) (Predictive Dialer), automated logging, and customizable campaigns. Use the Voiso dashboard to drive the performance of your contact center. Bring clarity and organization with a suite of intuitive dashboards and widgets. ![Dialer Real-time Dashboard](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Real-time%20Dashboard.png) Integrate Voiso with your [CRM](/v1/docs/crm-integration-overview) to enable click-to-call, calling list import into your outbound campaigns, screen popup contact record, and integrate your Voiso call history (call outcome logging) with your CRM database. Voiso’s advanced call recording and [call detail record](/v1/docs/reporting-cdr) (CDR) logging lets you take advantage of customizable call events or stages, event-based navigation, and an intuitive search engine. Use the **[Flow Builder](/v1/docs/inbound-flow-builder-overview)** visualization canvas to create inbound interaction flows for [voice](/v1/docs/voice-flows) and [digital](/v1/docs/digital-flows) interactions, including creating self-service [IVRs](/v1/docs/creating-a-simple-ivr) and [chatbots](/v1/docs/chatbots). Voiso's [Speech Analytics](/v1/docs/speech-analytics-1) suite, for Pro and higher plans, uses Artificial Intelligence (AI) to process and analyze call audio recordings. Speech analytics is applied to the following features: - [Keyword compliance](/v1/docs/keyword-compliance) - [Conversation scoring](/v1/docs/conversation-scoring) - [Topic identification](/v1/docs/topic-identification) Use [real-time monitoring](/v1/docs/customizable-dashboards) to take the pulse of your contact center. Dive into a wide range of [historical reports](/v1/docs/reporting-historical-reports) that provide all the metrics you need to assess the performance of your team and campaigns. The **[Agent Panel](/v1/docs/agent-panel)** provides a powerful yet simple-to-use tool that enables agents to easily make and receive calls, join outbound campaigns, and monitor their performance. ![Dialer Agent Campaign Call](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Agent%20Campaign%20Call.png) [Supervisors](/v1/docs/supervisor-workflows) can view agent performance and monitor, coach, and join calls in progress. Call recording ensures that agents are delivering quality to your customers. ![Reporting Real-time Dashboard Agent List Widget](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Agent%20List%20Widget.png) Agents can be reassigned to different queues on-the-fly to enable you to respond to dynamic changes to call waiting times. ![Supervisor Guide Agent Zoom Queues Tab](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20Agent%20Zoom%20Queues%20Tab.png) ## How do I sign in to Voiso? Voiso supports both [username & password authentication using 2FA](/v1/docs/multi-factor-authentication) (two-factor authentication) and, for contact centers that use Google Workplace, [Google authentication](/v1/docs/authenticating-with-google). Voiso's one interface – many views approach ensures that [different users](/v1/docs/basic-user-roles) access different features depending on the permissions you set. Start-up and Pro contact centers assign [pre-defined roles](/v1/docs/basic-user-roles#modifying-user-role-permissions). ![No SAG User Agent Permissions Example](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/No%20SAG%20User%20Agent%20Permissions%20Example.png) Pro+ contact centers use the **[Security access groups](/v1/docs/administration-security-access-groups)** feature to grant access permissions to users based on pre-defined and custom roles. ![Security Access Groups Default](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Security%20Access%20Groups%20Default.png) ### Admin When an administrator signs in, they have all the Voiso capabilities enabled and available in the navigation bar. ![Admin Login](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Admin%20Login.png) Tip The screen shot displays the **Administration** menu for users with the **Admin** role in a Pro+ contact center. ### Supervisors When a Supervisor logs in, they have a subset of Voiso capabilities enabled and available in the navigation bar. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Supervisors%20Voice%20Over.mp4) ### Agents When an Agent signs in, they have access only to the Voiso **Agent Panel**, the tool they use to make and receive calls, or the **Omnichannel Workspace**, the workspace they use to handle digital and voice interactions. Digital interactions include Webchat, WhatsApp, Telegram, Viber, and more. #### Agent Panel [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Agents.mp4) #### Omnichannel Workspace [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Omnichannel%20Agents.mp4) Artificial Intelligence. A cognitive technology that uses and analyzes data, algorithms, and programming to perform actions, predict problems, and adapt to changing states. An approach to dialing that initiates a large volume of calls at one time. The Voiso Predictive AI analyzes the abandonment ratio, answer ratio, agent waiting time, average call duration, and more to tune the optimal dial level to predict the availability of outbound agents. Any calls that connect are transferred to available agents. This approach maximizes efficiency of agents who would otherwise waste time dialing a long list individual numbers without a guarantee of a connection. Customer Relationship Management. A service for managing all your organization's relationships and interactions with customers (contacts) and potential customers. It that provides real-time agent access to customer data and previous interaction information to further personalize the customer experience. CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue. See Call Detail Record. In a contact center, the person responsible for leading, monitoring, and training a team of agents. A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.