Products — Call operations
Give every call a place to go.
The agent is one part of your calling operation. Configure how a call arrives, where it routes, what happens when it waits, and how your team supervises it.
On the board — simulated example
- Sales · 1 waiting
- Support · answered in 0:41
- Operator · clear
- Renewal reminders · running
- C-103 · handoff requested
- Billing · rings the desk phone
Line 01 — Numbers and routing
The call arrives. You decide where it goes.
Manage phone numbers, configure keypad menus and call flows, and direct inbound conversations into the right path. The ledger below is a working toy — rewrite a destination, then ring the menu.
Routing ledger
Tap a destination to rewrite where that key sends the call.
- 1SalesKeypad menu entry
- 2SupportKeypad menu entry
- 3BillingKeypad menu entry
- 0OperatorKeypad menu entry
Test caller
“Thank you for calling. Press a key.”
Press a key on the test caller pad to replay where a call would land.
Simulated example. A real call follows the call flow configured on your number.
Any branch can end at an agent, a queue, a phone number or another menu — built once in the console, reviewed per number.
Read the voice docsLine 02 — Queues
Waiting calls hold on the board, not in the dark.
Manage waiting calls from dedicated workspaces. Every queued call shows where it sits and how long it has waited — and the next answer is one press away.
Inbound call menu
“Press a key to route this call.”
Two calls are waiting in Support. One is being served in Sales.
Simulated example — real routing depends on your call flow and telephony setup.
Live queues
3 waiting · longest 0:41
Sales1 waiting · 1 handled
- Caller A0:41
Support2 waiting · 2 handled
- Caller B0:18
- Caller C0:07
Operator0 waiting · 0 handled
- Queue is clear.
Line 03 — Outbound campaigns
Outbound runs inside a window you set.
Outbound campaigns run from dedicated workspaces, inside the hours you allow, and the activity is reviewable afterwards — not a pile of disconnected calls. Mark the board below to set a calling window.
Campaign · Renewal reminders
The campaign dials only inside the windows you mark.
Mon
Tue
Wed
Thu
Fri
Sat
Sun
9–11
11–1
1–3
3–5
5–7
The campaign may dial for 16 hours across 4 days each week.
Outbound depends on your account and the configured agent, and placed calls still obey consent requirements and local outreach rules.
Line 04 — Human oversight
A person can watch the board, too.
Live-call monitoring and supported supervisor controls keep a person above the board. Inspect handoffs, listen where supported, and route conversations that need a human to the team.
On the board right now
C-103 · Caller C
4:02 on the line
Handoff requested — Caller asked for a person about a refund policy.
- CallerI would rather talk to a person about this refund.
- AgentOf course — handing this over with the conversation so far.
Caller C asked for a person — the handoff is waiting for review.
Lines 03 & 04 — In the console
Watch the list dial. Then listen in.
A campaign works through its list, every call that is up shows on Live calls, and you listen in on one before coaching the agent privately.
Line 05 — The record after the ring
Every call leaves a card in the drawer.
Review call logs, transcripts and analytics. Configure voicemail templates and inspect number-reputation records where available. Pick a record, then read it three ways.
Call log · today
CL-0141 · Handed off — pricing follow-up
- AgentThanks for calling Example Studio. Are you looking at a plan?
- CallerYes — team of twelve, mostly outbound.
- AgentI can walk through tiers, or bring in someone from the team.
- CallerA person would be great.
- BoardHandoff taken — the transcript so far went with the call.
Setup
Three steps to a working setup
1
Connect a number
Provision or connect an eligible number and configure the voice agent.
2
Pick the path
Choose the inbound flow or outbound campaign and review consent requirements.
3
Test and watch
Test the route, monitor live activity and inspect completed call records.
Before you start: calling requires enabled telephony, eligible numbers, credits and applicable consent. Concurrency and availability depend on your account and carrier configuration. Respect local calling and outreach rules.
Questions about call operations
- What does call operations cover?
- The parts of a calling setup that sit around the agent: phone numbers, keypad menus and call flows for inbound calls, queues for waiting calls, outbound campaigns, live-call monitoring and the call records left behind.
- Do I need to bring my own phone number?
- You can provision or connect an eligible number and configure the voice agent on it. Calling requires enabled telephony, minutes bundles, credits and lawful use, and availability depends on your account and carrier configuration.
- Can people work the same board as the agents?
- Yes. Calls that need a person move to a queue or a handoff that your team can inspect. Live-call monitoring and supported supervisor controls let someone watch activity and step in.
- How do outbound campaigns work?
- Outbound conversations run from a dedicated campaign workspace rather than as disconnected calls. You configure the campaign, it places calls during the hours you allow, and you review the activity afterwards. Outbound depends on your account and the configured agent.
- What does a call leave behind?
- Call logs, transcripts and analytics for every call, plus voicemail templates you can configure and number-reputation records where available. The record is reviewable after the ring ends.
- What are the rules for calling?
- Calling requires enabled telephony, eligible numbers, credits and applicable consent. Concurrency and availability depend on your account and carrier configuration. Respect local calling and outreach rules — especially for outbound campaigns.
Put the next call on the board.
Open the console, connect a number and watch the first call find its place.