Setup & configuration

Who should read this article: Administrators, Supervisors

This article contains a list of common questions with answers that link to articles where the information is documented.

Contact Center setup

Q: Are there tutorials I can read to help me get started?

A: Yes! Voiso recommends you read the articles and watch the videos in the Getting started to get going, in particular:

• Getting started with core features
• How to set up your contact center

Q: What do I do first?

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

1. Buy or add numbers
2. Add users and create teams
3. Create caller ID groups
4. Add media
5. Create queues and flows to route calls
6. Set up softphones for your agents
7. Tune your contact center settings
8. Speech Analytics

Q: Is there an easy onboarding checklist I can use?

Yes! It is easy to get started. First, visit our website and request a demo! 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 ↗
  • 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 ↗
• Add users accounts and assign a role such as agent, supervisor, admin, or analyst ↗
  • Set up your softphone or hard phone
  • Create teams and assign your users to them ↗
  • Configure skills for routing and assign them to agents who will handle interactions ↗
• Create wrap-up codes and wrap-up code groups for interaction outcomes and assign them to teams. ↗
• Set up Caller ID groups for outbound calling ↗
• Add media for queue related messages, such as in-queue announcements ↗
• Add queues to manage interaction distribution ↗
• Add flows (IVRs) to route inbound interactions ↗
• Integrate your CRM ↗

Q: Can I create my own unavailable status codes?

A: Use Unavailable Codes to let agents select specific reasons that they’re not accepting calls—such as lunch breaks, meetings, or technical issues—you can create custom unavailable codes under Administration > Unavailable Codes. These codes then become available for agents to use from Agent Panel or Omnichannel Workspace in the agent status menu.
See: Unavailable Codes

Q: How do I standardize call outcomes for reporting?

A: Set up Wrap-up Codes to capture call outcomes such as “Sale completed” or “Voicemail.” Agents select a code at the end of each call, helping you standardize reporting and improve quality monitoring. Create and manage codes under Administration > Wrap-up Codes.
See: Wrap-up Codes

Q: How can I trigger external workflows or sync data when calls are completed?

A: Voiso supports Webhooks, which let you send real-time event data—such as call completions, transcript availability, or agent actions—to your own systems or services. You can configure endpoints and subscribe to specific event types under Administration > Webhooks.

This is ideal for automating workflows, syncing CRM records, or feeding call data into analytics platforms.

See:

• Webhooks
• See also: Webhooks Overview (Developer)

Q: What happens if a webhook fails to deliver?

A: If a webhook event fails to deliver (e.g., due to a timeout or error response), Voiso retries the event automatically using a backoff strategy. You can view failed events and re-trigger them manually using the Webhook Retry API.

See: Webhooks
See also: Webhook Retry API

Q: How can I get notified when Speech Analytics data is ready?

A: Subscribe to the call.analytics.available webhook event to receive real-time notifications when transcripts, scores, and summaries are available for a recorded call. This is useful for triggering post-call workflows or syncing analytics to external systems.

See: Webhooks
See also: Webhooks Overview (Developer)

Q: How do I connect Voiso to my CRM?

A: Go to Administration > Integrations to connect Voiso with Salesforce, HubSpot, Zoho, and other platforms. This enables real-time syncing of contacts, campaign creation, and in-CRM dialing tools.
See: Integrations

Audio media

Q: Can I add my own hold music?

A: Absolutely! Go to Administration > Media to upload or manage your hold music files. These files can then be assigned in call flows or queues to play while the caller waits.
See: Media

Q: How can I play a pre-recorded message or prompt when a call is answered?

A: Use Administration > Media to manage voice prompts or announcements, such as greetings, disclaimers, or IVR instructions. Once uploaded, they can be inserted into flows using the Play Audio node.
See: Media

Q: How can I customize ringtones for different inbound channels?

A: Voiso lets you upload custom ringtone files in Administration > Media. These ringtones can be assigned to specific inbound channels, allowing agents to distinguish between voice calls, WhatsApp, or other digital channels within the Agent Panel or Omnichannel Workspace.
See: Media

Account Setup & Access

Q: How do I create users in Voiso?

A: Go to Administration > Users, then click Add User. You’ll need to enter a name, login, role, and email. Once saved, the user will receive an email with sign-in instructions. See User for more details.

Q: What roles can I assign to users?

A: Voiso provides predefined roles such as Agent, Supervisor, Admin, and Read-only. Each role comes with a specific set of permissions. If Security Access Groups are enabled in your contact center, you can create custom access groups. Learn more in Security Access Groups and Basic user roles.

Q: How do I reset a user's password?

A: Navigate to Administration > Users, select the user, and click Reset Password. The user will receive an email with a link to set a new password. If the user signed in with Google, password resets are managed through Google.

Telephony & Caller ID

Q: How do I assign phone numbers to users or flows?

A: You can assign phone numbers from the Numbers page. Each number can be assigned to a user, inbound flow, or campaign. Reassignment is supported—just unassign the number first if it's in use. Refer to Numbers for more information.

Q: What are Caller ID groups, and how do they work?

A: Caller ID groups determine which outbound number is displayed when an agent or campaign makes a call. You can configure different group types, such as Country Code, Prefix, or Universal, to match local dialing strategies. Caller ID groups can be assigned at the user, flow, or campaign level. Refer to Caller ID groups and Caller ID risk check for details.

Q: Can I use my own phone numbers or SIP provider?

A: Yes. Voiso supports Bring Your Own Carrier (BYOC) through SIP trunking. You can configure inbound and outbound call routing rules for your own numbers and providers. For help with setup, contact your Voiso representative or visit the Voice providers article.