Call Center Setup Guide

Evo Voice offers a simple yet robust call center functionality through the Queue Node.

Queue Node:

The Queue Node forms the backbone of call center queueing, allowing creation of standard call queues that ring members in a least active fashion.

Queues:

1. Name:

   • Each queue must have a unique name.

   • Examples: "Sales," "Support."

2. Wait Music:

• Customize messages (text to speech or audio) for callers on hold.

• Configure sequences for messages and music.

1. Timeouts:

   • Queue Timeout: Determines maximum wait time in queue.

   • Agent Timeout: Determines maximum ringing time for agents.

Dashboard:

Real-time stats for queues are available in the Call Center tab on the Dashboard once a Queue Node is added to any flow.

HostedSuite Integration:

1. Enable Call Center Features:

• Access phone system config in HostedSuite.

• Check "Enable Call Center Features" on the Settings tab.

1. Agent Tools:

• Agent State Button: Allows agents to set status (e.g., Not Ready, Logout).

  - Reject Button: Enables agents to bounce ringing calls to other agents.
  

Conclusion:

With the Queue Node and HostedSuite integration, setting up and managing a call center becomes efficient and effective in Evo Voice.

Follow these steps to establish your call center seamlessly.