How to set up your contact center

Who should read this article: Administrators

Key steps to set up your contact center.

Introduction

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

To begin setting up your call center, click a feature group, such as Administration, then select a feature, such as System Settings to display the feature page. Feature pages enable you to create users, configure settings, view dashboards, and generate reports. Refer to What do I do first?

Voiso features and capabilities

The following table summarizes Voiso's features by main menu feature group.

What do I do first?

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

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

Set up allowed hosts and subnets

First, sign in to Voiso. After that, make your contact center more secure by setting up a list of approved hosts and subnet 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 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.

Add users and create teams

Once your contact center is secured, the next step is to add users—Admins, Supervisors, and Agents—who will be using Voiso. These users play key roles in managing operations, overseeing performance, and handling customer interactions. For agents, be sure to assign the appropriate skills to match their expertise and the types of calls they’ll handle. After adding users, organize them into groups called teams. Teams are useful for easily assigning groups of agents to Caller IDs,
Dialer campaigns, and Inbound queues.

To open the User page, select Users > 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.

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 page. In the Voiso navigation bar, select Inbound > Inbound Numbers. If you already have numbers, you can access them in the My numbers page.

For more information about buying numbers, refer to How to enable outgoing calling.

Create caller ID groups

Most local phone network providers require Caller IDs (CIDs) to ensure calls are accepted. Without a valid CID, calls may be rejected by network operators.

In Voiso, Caller IDs can be assigned to individual users, Caller ID groups, and Dialer campaigns to ensure smooth and compliant outbound calling.

For detailed instructions on creating and assigning Caller IDs, check out the How to enable outgoing calling article.

Create queues and flows to route calls

Queues in Voiso manage the distribution of inbound calls, connecting your customers (contacts) with the appropriate agents. To control how and when calls are routed, you’ll create flows that define the routing logic for your contact center.

For detailed instructions on setting up queues and flows, see the How to enable outgoing calling article.

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 works as both a standalone control panel and as part of Voiso’s omnichannel agent 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 article.

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.

To add media files to your contact center, navigate to Administration > Media, then click Add media to display the Add media page.

Tuning your contact center

With the foundational elements in place, it’s time to fine-tune your contact center 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.

Other features you may want to set up might include:

Reporting and real-time dashboards

Voiso provides comprehensive insights into your contact center’s performance, including detailed data on inbound and outbound calls. You can access this information in both real-time and historical formats to track trends, monitor activity, and make informed decisions.

To explore these insights, navigate to Reporting in the Voiso navigation bar. This menu includes three key options: Call Detail Records, Historical Reports, and the Real-Time Dashboard.

Call Detail Records

Voiso logs a Call Detail Record (CDR) for every call. The Call Detail Records contain all the pertinent information about a call, from data and time, to DNIS and ANI, to talk time and Disposition code.

The Voiso Call Detail Records query tool allows you to create detailed reports on your contact center interactions. With flexible filters, you can search your call database by date range, call duration, talk time, agent, campaign, and more. Once you’ve set up your filters and performed a search, you can export the results to a CSV file for further analysis in external applications.

Historical reports

Voiso logs detailed information about your contact center’s performance, offering insights into past operations. Use Historical Reports to analyze trends, measure key metrics, and identify areas for improvement. These reports help you refine business processes, optimize agent performance, and enhance the customer experience.

Voiso enables you to create one time or scheduled Historical Reports for the following contact center metrics:

• Agent List
• Agent List per hour
• Inqueue Abandons
• Inqueue Abandons per hour
• Redial Counter
• ASR by country by hour
• ASR by country
• ASR per Caller ID
• Billing report
• Sensitive Data Access Report
• Wrap-up Codes
• Agent - Daily Sign-in and Signout

Real-time dashboards

The Voiso Real-Time Dashboard empowers administrators and supervisors to monitor live contact center activity. Customize dashboards with widgets tailored to your needs, whether tracking Dialer Campaign performance, monitoring queue activity, or overseeing agents in real time. Supervisors can use the Agent Zoom feature to view individual agent details and take action by coaching, monitoring, or barging into calls. With widgets for agents, campaigns, queues, and calling numbers, the Real-Time Dashboard provides the tools to stay informed and responsive.

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.