VoiceCenter Documentation
Complete documentation for the Synovo VoiceCenter cloud contact center platform.
Welcome to the VoiceCenter documentation portal. This knowledge base covers everything you need to set up, manage, and use the Synovo VoiceCenter platform — from initial onboarding to advanced PBX configuration and analytics.
Who is this for?
VoiceCenter has two portals:
- Client Portal — Used by your company's admins, supervisors, and agents to manage numbers, PBX, call queues, campaigns, CRM, and analytics.
- Provider Portal — Used by Synovo staff to manage client accounts, number inventory, billing, and global telecom operations.
This documentation covers both portals, organized by role and feature area.
Quick Links
| Section | Description |
|---|---|
| Getting Started | System requirements, login, and portal navigation |
| Admin Guide | User management, permissions, settings, and security |
| Agent Guide | Making/receiving calls, softphone, voicemail, and wrap-up |
| Supervisor Guide | Live monitoring, teams, keyword alerts, and reports |
| Feature Guides | Detailed documentation for every feature in VoiceCenter |
| Provider Guide | Client management, number inventory, and billing operations |
| Glossary | Key terms and definitions |
| FAQ | Frequently asked questions |
Platform Overview
VoiceCenter is a cloud-based contact center platform that provides:
- Inbound & Outbound Calling — SIP trunking, DID numbers, IVR menus, call queues, and round-robin routing
- Browser Softphone — Make and receive calls directly from the browser with WebRTC
- PBX Management — Extensions, IVR flows, visual call flow builder, business hours, and audio files
- Real-time Monitoring — Live agent status grid, call listening/whispering, keyword alerts
- Analytics & Reporting — Call analytics, agent performance, quality assurance, sentiment analysis, and scheduled reports
- CRM — Contacts, leads, and tasks with screen pops during calls
- Campaigns — Outbound dialer campaigns with automated answering machine detection
- Speech Analytics — AI-powered transcription, keyword monitoring, topic detection, and real-time keyword spotting
- Billing — Wallet system, usage tracking, invoices, and rate management
- Automations — Event-driven rules engine with webhook actions, email notifications, and automatic follow-ups
Need help?
If you cannot find what you are looking for, contact support through the provider portal or email your account manager.