Welcome to the Hosted Voice Call Center User Guide! Hosted Voice Call Center is a customizable virtual contact center solution. Hosted Voice Call Center offers expanded call center functionality for call agents who answer incoming calls within a queue. The Call Center module also enables call center supervisors and office managers to view and control call-queue and call-agent settings and statistics, all from a centralized portal.
To access to the Call Center menu icon on the Hosted Voice menu bar, the following requirements must be met:
- Your organization must be licensed for the Hosted Voice Smart Office Max multi-seat plan.
- If you are using the Call Center Agent job role, you must have a Hosted Voice User Scope permission level of ‘Call Center Agent’ and be assigned to one or more call queues.
- If you are using the Call Center Supervisor job role, you must have a Hosted Voice User Scope permission level of ‘Call Center Supervisor’.
- If you are using the Office Manager job role, you must have a Hosted Voice User Scope permission level of ‘Office Manager’ and ‘Call Center Supervisor’ view enabled.
NOTE: See the “Hosted Voice Administrator User Guide” for more information about User Scopes and Permission Levels.
NOTE: This guide focuses on the features and options available for the Call Center module only. For detailed information about using the other Hosted Voice modules that show on the Home Page, see the “Hosted Voice Administrator User Guide” and the “Hosted Voice User Guide.”