Agent Guide
Day-to-day guide for agents using VoiceCenter to handle calls and manage customer interactions.
This guide covers everything you need as an agent working with VoiceCenter. From making and receiving calls to completing after-call work, this is your daily reference.
What You See After Login
When you log in, VoiceCenter shows you the Dashboard with your personal call metrics. Your navigation includes only the pages relevant to your role:
| Section | What It Shows |
|---|---|
| Dashboard | Your call KPIs for the current day/period |
| Voice > Dialer | The browser softphone for making calls |
| Voice > Call Logs | Your personal call history |
| Numbers | Phone numbers assigned to your organization |
| PBX > Extensions | Your extension details |
Navigation depends on your role
Your administrator controls which pages you can see through permission settings. If you need access to a page that is not visible, contact your admin.
Your Daily Workflow
A typical agent day follows this cycle:
Log in and go available
Log in to VoiceCenter. Your status is set based on your organization's configuration. If your team uses the Team Monitor, your supervisor can see when you are online.
Check your extension
Confirm your extension is registered. If you use the built-in browser phone, click the floating dial pad button to open it. See Browser Phone.
Handle calls
Make outbound calls or receive inbound calls routed to your extension or queue. See Making Calls and Receiving Calls.
Complete after-call work
After each call, select a wrap-up code and add notes. If a follow-up is needed, schedule a callback. See After-Call Work.
Review your call logs
Check Voice > Call Logs to review past calls, listen to recordings (if enabled), and verify dispositions.
Key Concepts
| Term | Meaning |
|---|---|
| Extension | Your internal phone number within VoiceCenter (e.g., 101). Used for internal and external calls. |
| Queue | A group of agents who share incoming call traffic. Calls are distributed based on the queue strategy. |
| Wrap-up Code | A disposition label you assign to each call (e.g., "Sale", "Callback Requested", "Wrong Number"). |
| ACW | After-Call Work -- the time between hanging up and becoming available for the next call. |
| Browser Phone | The built-in SIP.js softphone that runs directly in your browser. No software installation required. |
Tips for Agents
- Keep your browser tab open -- the softphone needs an active tab to ring.
- Use a headset for better audio quality and to keep your hands free.
- Complete wrap-up codes promptly so your metrics stay accurate.
- If you miss a call, check the call log for the caller's number and call back when appropriate.