How to set up your contact center

Who should read this article: Administrators

What to do first once you start your free trial to get your contact center up and running.

Introduction

Before you begin, read the Getting started article to familiarize yourself with Voiso's main features and learn how to login.

The Voiso navigation bar enables you to access all the Voiso features and capabilities.

To set up your call center, click a feature group, such as Users, then select a feature to display the feature page where you can create users, configure settings, and view dashboards and reports.

Voiso features and capabilities

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

What do I do first?

Here is a suggested order for setting up your contact center:

• Set up allowed hosts and subnets
• Add users and create teams
• Buy or add numbers
• Create caller ID groups
• Create queues and scripts to route calls
• Set up softphones for your agents
• Add media

Set up allowed hosts and subnets

After you have logged in to Voiso, the first thing to do is secure your contact center by setting up the list hosts and subnet IP addresses that may access your contact center. Then, enable Restrict by host/subnet in the system settings so that access to your contact center is restricted to only hosts and SIP endpoints with IP addresses on the list.

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

Next, add agents and other contact center personnel who will be using Voiso in the Users page.

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.

After you have added agents, suervisors, and other administrator accounts, assign users to teams. Teams are useful for easily assigning groups of agents to campaigns and Inbound queues.

Buy or add numbers

Contact centers require phone numbers for inbound and outbound calling. Your contacts need to dial a phone number to reach your contact center. To dial outbound calls, your agents need to have a Caller ID associated with a phone number.

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

Caller IDs (CIDs) are required by most local phone network providers. Calls without a CID might be rejected by network operators.

Caller IDs can be assigned to individual users, teams, and Dialer campaigns.

For more information about creating and assigning Caller IDs, refer to How to enable outgoing calling.

Create queues and scripts to route calls

A queue is the Voiso feature that distributes (routes) inbound calls from your customers (contacts) to your users (agents). Voiso uses flows or scripts that you create to define when and how inbound calls are routed in your contact center.

For more information about creating queues and scripts, refer to How to enable outgoing calling.

Set up softphones for your agents

Voiso offers support for different phones, including our native WebRTC Softphone, third-party softphones, and Hardware Phones. Refer to How to set up your equipment and softphone for information about setting up phones for your agents.

Add media

You can include voice messages, music, and other audio content in your business workflows to guide your contacts when they call in to your IVR, to let your contacts know when they are on hold, and to provide 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

Now that you have the basics set up, review your contact center settings. In the Voiso navigation bar, navigate to Administration > System settings. The Callcenter settings page contains multiple subsections, depending on the Voiso plan your organization has purchased, so some of the following capabilities might not be displayed in your environment. The subsections in the Callcenter settings page are where you specify different settings for different aspects of your contact center. This table summarizes some of the common settings available.

Reporting and real-time dashboards

Voiso gathers a lot of information about your contact center and your inbound and outbound calls. You can access this information both in real-time and historically. In the Voiso navigation bar, navigate to Reporting. There are three options in this menu: CDR (Call Details Record), Historical Reports, and Real-time Dashboard.

CDR

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

The Voiso CDR query tool enables you to construct complex queries that build reports on your contact center interactions. Use the CDR filters to search your call database for calls by data range, duration, talk time, agent, campaign, and more. Set up your filters to perform a search, then export the results to a CSV for analysis in other applications.

Historical reports

Voiso logs information about your contact center performance. Mine your contact center data by using Historical Reports to help you decide how to improve your business processes.

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

Real-time dashboards

The Voiso Real-time Dashboards enable administrators and supervisors to monitor current contact center activity. You can create custom dashboards by adding widgets that are specific to the needs of the user. Administrators and supervisors can monitor the status of a Dialer Campaign while it is running. Supervisors can monitor agent activity and status and then use the Agent Zoom feature to view the details of a single agent and monitor, coach, or barge-in to calls. Voiso offers a variety of widgets for agent, Dialer, queue, and calling number monitoring.

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.

Contact your Voiso account representative for more information about integrating your contact center with your CRM.