---
title: "Set up your Contact Center"
slug: "how-to-set-up-your-call-center"
description: "Key steps to set up your contact center."
tags: ["security", "ringtone", "music"]
updated: 2026-04-17T15:06:42Z
published: 2026-04-17T15:06:42Z
canonical: "docs.voiso.com/how-to-set-up-your-call-center"
---

> ## 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.

# How to set up your contact center

**Who should read this article**: Administrators

Key first steps to set up your contact center.

          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)

## Introduction

Tip

Before you begin, read the [Getting started](/v1/docs/getting-started) article to familiarize yourself with Voiso's main features and learn how to login.

All of Voiso features and capabilities are accessed using the **Main Menu** navigation bar.

![Overview Main Menu](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Overview%20Main%20Menu.gif)

Tip

The screen shot displays the menus for users with the **Admin** role in a Pro+ contact center. Not all of these features are available for Start-up and Pro contact centers.

## What do I do first?

Here is our suggested workflow for setting up your contact center:

1. [Buy or add numbers](/v1/docs/how-to-set-up-your-call-center#buy-or-add-numbers)
2. [Add users and create teams](/v1/docs/how-to-set-up-your-call-center#add-users-and-create-teams)
3. [Create caller ID groups](/v1/docs/how-to-set-up-your-call-center#create-caller-id-groups)
4. [Add media](/v1/docs/how-to-set-up-your-call-center#add-media)
5. [Create queues and flows to route calls](/v1/docs/how-to-set-up-your-call-center#create-queues-and-flows-to-route-calls)
6. [Set up softphones for your agents](/v1/docs/how-to-set-up-your-call-center#set-up-softphones-for-your-agents)
7. [Tune your contact center settings](/v1/docs/how-to-set-up-your-call-center#tuning-your-contact-center)
8. [Speech Analytics](/v1/docs/how-to-set-up-your-call-center#speech-analytics)

### Buy or add numbers

Every contact center needs phone numbers for both inbound and outbound calling. Inbound numbers allow your contacts to reach your contact center, while outbound numbers serve as Caller IDs for your agents. To ensure smooth communication, add or purchase the phone numbers your contact center needs for these purposes.

Voiso enables you to buy phone numbers or add your own phone numbers for your contact center using the **[Numbers](/v1/docs/inbound-inbound-numbers)** page. To access it, in the Voiso navigation bar, select **Inbound > Inbound Numbers**.

Watch this short video about how to buy numbers for your contact center:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Manually%20Add%20a%20Number.mp4)

For more information about buying numbers, refer to [How to enable outgoing calling](/v1/docs/how-to-start-making-calls).

### Add users and create teams

Once your contact center has numbers available, the next step is to add accounts for users—Admins, Supervisors, and Agents—who will be using Voiso. Users play key roles in managing operations, overseeing performance, and handling customer interactions.

Tip

For agents, be sure to assign the appropriate [skills](/v1/docs/users-skills) to match their expertise and the types of calls they’ll handle.

To add users, open the **User** page, navigate to the **Users** menu and select **Users**. Next, either click **Add user** or **CSV Import** to start adding users. You can download a template that you can use to create a CSV file of users. For details about filling in the fields and configuring user settings, refer to [Users](/v1/docs/users-users).

Important

When you save a new user profile or update the email of an existing user, Voiso automatically sends an email to the specified address. The recipient must confirm the email address to activate the user account.

Tip

After adding users, organize them into groups called [teams](/v1/docs/users-teams). Teams are useful for easily assigning groups of agents to [Caller IDs](/v1/docs/outbound-cid-groups), Dialer [campaigns](/v1/docs/outbound-dialer-campaigns), and Inbound [queues](/v1/docs/inbound-queues).

#### Bulk user import

Watch this video to learn how to import a CSV file containing multiple users:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Adding%20Bulk%20Users.mp4)

#### Adding a single user, team, and skill

Watch this long-form tutorial about how to create a new user account, team, and skill for your contact center:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Manually%20Add%20a%20User.mp4)

### Create Caller ID groups

Most local phone network providers require [Caller IDs](/v1/docs/outbound-cid-groups) (CIDs) to ensure outbound calls are accepted. Without a valid Caller ID, calls may be rejected by network operators. Caller IDs can be assigned to individual users, Caller ID groups, and [Dialer campaigns](/v1/docs/how-to-run-a-dialer-campaign) to support smooth and compliant outbound calling.

For detailed instructions on creating and assigning Caller ID groups, see [How to enable outgoing calling](/v1/docs/how-to-start-making-calls) and watch the video below.

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Manually%20Add%20a%20Caller%20ID%20Group.mp4)

Caller IDs are applied in a hierarchy, depending on how they are assigned, as follows:

**Individual Caller IDs**: If you assign a Caller ID directly to a user [in their User profile](/v1/docs/users-users#adding-a-user), that number is used whenever the user makes calls to destinations *not covered* by any Caller ID group. This Caller ID may also be the number the user can receive callbacks on.

**Caller ID groups**: If you assign a Caller ID group to a Team that a user belongs to, any calls the user makes to destinations included in that group will use one of the Caller IDs from the group instead of the individual Caller ID.

**Dialer campaigns**: If an agent is assigned to an outbound Dialer campaign, the Caller IDs configured for that campaign take precedence. Campaign Caller IDs override both Caller ID groups and individually assigned Caller IDs.

For details on all the ways that caller ID groups can be created and applied, see these articles:

- [Caller ID groups](/v1/docs/outbound-cid-groups)
- [FAQ: Caller IDs and Caller ID groups](/v1/docs/caller-ids-and-caller-id-groups-faq)

### Add media

Enhance your contact center workflows with audio content such as voice messages, music, and custom ringtones. These media files can guide your contacts through the IVR, provide updates while they’re on hold, or set custom ringtones for your agents.

For basic inbound call flow you should create and upload the following voice messages for your [queues](/v1/docs/inbound-queues) and [interaction flows](/v1/docs/flow-builder-voicemail):

| Message type | Media type | Where it's used |
| --- | --- | --- |
| A **callback offer** announcement | voice message | **Add queue** page, **Queue callback** section |
| A **callback confirmation** announcement | voice message | **Add queue** page, **Queue callback** section |
| An **in-queue** announcement | voice message | **Add queue** page, **General** section |
| A **voicemail** announcement | voice message | **Add queue** page, **General** section, **Failover destination** subsection; **Flow Builder** page, **Voicemail** node |

To add media files to your contact center, navigate to **Administration > Media**, then click **Add media** to display the **[Add media](/v1/docs/administration-media)** page. Watch this tutorial to show you how to add voice messages to be used by your interaction queues for voice calls:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Manually%20Add%20Media.mp4)

### Create queues and flows to route calls

For detailed instructions on setting up queues and flows, see the [How to enable outgoing calling](/v1/docs/how-to-start-making-calls) article.

#### Queues

[Queues](/v1/docs/inbound-queues) in Voiso manage the distribution of inbound calls, connecting your customers (contacts) with the appropriate agents. Watch this video to show you how to add an interaction queue for voice calls:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Manually%20Add%20a%20Queue.mp4)

#### Flows

To control how and when calls are routed, you’ll create [flows](/v1/docs/inbound-flow-builder-overview) that define the routing logic for your contact center.

The Voiso documentation contains several articles about creating flows, including:

- [Flows](/v1/docs/inbound-flows)
- [Flow Builder Overview](/v1/docs/inbound-flow-builder-overview)
- [Creating a simple IVR with Flow Builder](/v1/docs/creating-a-simple-ivr)
- [Priority routing](/v1/docs/skipping-the-ivr)
- [Business hours rules](/v1/docs/business-hour-rules)
- [Multi-level IVRs](/v1/docs/multi-tiered-ivrs)
- [Dynamic routing to a number](/v1/docs/dynamic-routing-to-a-number)

To get started, watch this long-form (about 7 and a half minutes) tutorial about how to create a basic inbound call Flow:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Manually%20Add%20a%20Flow.mp4)

### Set up softphones for your agents

Voiso supports a variety of phone options, including the native Agent Panel (our WebRTC softphone), third-party softphones, and Hardware Phones. The [Agent Panel](/v1/docs/agent-panel) works as both a standalone control panel and as part of Voiso’s omnichannel [agent workspace](/v1/docs/agent-guide-omnichannel-workspace), making it a versatile choice for your agents.

For step-by-step instructions on setting up phones for your agents, refer to the [How to set up your equipment and softphone](/v1/docs/how-to-set-up-softphone) article.

Once you have user accounts set up, send sign in information to each user. To sign in to your contact center, each user requires the following:

- An email address to be used as a sign-in username
- A password (this can be reset)
- The URL of your contact center (you get this from your Voiso account representative

After setting up their [two-factor authentication](/v1/docs/two-factor-authentication) (2FA), agents can sign in and set their status to **Available** to be ready to take calls:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Voiso%20Login%20060723.mp4)

Watch this video to see a tutorial on the basics of the Voiso softphone called **Agent Panel**:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Agents.mp4)

## Fine-tuning your contact center

With the foundational elements in place, it’s time to fine-tune your [contact center settings](/v1/docs/administration-system-settings). Navigate to **Administration > System settings** in the Voiso navigation bar to access the **System settings** page. This page contains various subsections where you can configure different aspects of your contact center. The available settings may vary depending on your Voiso plan, so some features mentioned in this documentation might not appear in your environment.

The table below provides a summary of commonly available settings to help you customize your contact center for optimal performance.

| Capability | Description |
| --- | --- |
| Contact center | Use this tab to specify global settings for your contact center such as hold music, ringtones, time zone, and preferred interface languageand after-call work capabilities. |
| Speech analytics | If this feature is enabled on the System settings **Features** tab, Voiso analyses voice calls for [keywords](/v1/docs/administration-keyword-groups) that your agents and contacts use on a call. |
| Scheduled callback | On the System settings **Features** tab, enable and configure the callback capability. |
| Agent Panel metrics | A selectable list of contact center and KPI metrics that are displayed in the **Agent metrics** page of the **[Agent Panel](/v1/docs/agent-panel)**. |
| Timers | Use the options on the **Timers** tab to set timeout limits for call answering, average call waiting, send to Voicemail, and other common timers. |
| Feature access codes | Use this section to specify the DTMF codes that [supervisors](/v1/docs/supervisor-workflows) enter to start various agent and call monitoring features. |

Other features you may want to set up might include:

| Capability | Description |
| --- | --- |
| Digital channels | Enable and configure [digital channels](/v1/docs/digital-channels) for your contact center. |
| Webhooks | Access [Webhooks](/v1/docs/webhooks) to be alerted to specific contact center events. For Pro plans and higher. |

## Speech Analytics

To learn about how to set up Speech Analytics for your contact center and agents (users), refer to the [Speech Analytics](/v1/docs/speech-analytics) article.

## Integrate your CRM

Voiso integrates with many mass-market and niche Customer Relationship Management (CRM) applications. CRM integration enables you to add the following Voiso features to your contact center and operate the Voiso **Agent Panel** right inside the CRM application. Refer to [Integrations](/v1/docs/integrations).

| Feature | Description |
| --- | --- |
| Click-to-call | Agents initiate calls in the CRM by clicking an icon or link instead of manually dialing the number |
| Calling List Import | Voiso pulls selected contact phone numbers directly from the CRM database for Dialer campaigns |
| Screen Pop | The contact record is automatically displayed in the CRM when an agent handles a call in Voiso |
| Call History | Call outcome logging and call details are automatically transmitted to the CRM database after a call |

## Basic security

### Set up allowed hosts and subnets

(Optional)

You can make your contact center more secure by setting up a list of approved [hosts and subnet](/v1/docs/administration-allowed-hosts-subnets) IP addresses that are allowed to access it. Once your list is ready, enable the **Restrict access to specific hosts/subnets** option in the the **Security** tab on the [system settings](/v1/docs/administration-system-settings) page. This ensures only the hosts and SIP endpoints with those IP addresses can connect, keeping your contact center protected.

To open the **Allowed hosts/subnets** page, navigate to **Administration > Allowed hosts/subnets**.

To open the **System settings** page, navigate to **Administration > System settings**.

CID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent.

Anyone who works in your contact center who administers the call center, supervises agents, analyzes data, or handles interactions (agents).

A contact center user with privileges to manage most contact center settings and perform administrative tasks.

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.

Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute.

A type of interaction, such as a voice call, initiated by a contact, such as phoning a contact center number. Also, an agent metric: the duration an agent was in the **Inbound** status after login.

Caller ID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent.

Interactive Voice Response. A technology that enables telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. IVRs are typically the system that greets callers at the beginning of an inbound voice interaction.

A sound made by a softphone or mobile phone when an incoming call is received.

Web Real-Time Communication. A technology that enables the use of a web browser to make a phone call. The Voiso Agent Panel is a WebRTC-based softphone.

A physical telephone connected to a contact center's phone network. In contrast to a softphone like the Voiso Agent Panel, hardware phones have limited capabilities. They are best suited to situations where you want to limit agent access to your system.

Speech analytics, also called interaction analytics, is technology that uses AI to understand, process, and analyze human speech.

Key Performance Indicator. A measurement of the performance of an agent or a contact center. The collection of this type of data captured in reports and reviewed regularly.

Sometimes abbreviated as VM. An electronic system that stores voice messages from telephone callers. Voicemail can also refer to a spoken message left by a caller on a voicemail system. In the Voiso contact center, calls can be directed to voicemail when no agents are available to answer the call.

Dual Tone Multifrequency. A system that uses audio tones to represent digits on a keypad. When a person presses the numbers on their phone to dial a number or make a selection in an IVR, they are sending DTMF audio tones to the phone system.

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.

## Related

- [CRM integration overview](/crm-integration-overview.md)
- [Real-time dashboard overview](/reporting-real-time-dashboard-overview.md)
- [Historical reports overview](/reporting-historical-reports-overview.md)
- [Call Detail Records overview](/reporting-cdr.md)
- [System settings](/administration-system-settings.md)
- [Caller ID groups](/outbound-cid-groups.md)
- [Queues](/inbound-queues.md)
- [Numbers](/inbound-inbound-numbers.md)
- [Users](/users.md)