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The Call Center module lets you run in-house call center operations directly from your ElasticFunnels dashboard. Place phone orders, manage customer subscriptions, track agent commissions, review dashboards, and integrate with phone switches like ViciDial, Five9, and Ytel.
This is separate from the external callcenter integrations (HelpGrid, Logicall, SalesBound, Committed Coaches, Nuyu) which push data to third-party providers. The Call Center Suite is for your own agents working inside the dashboard. Both can run at the same time.

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Features

Order Entry

Place phone orders for customers during calls, with product selection and payment processing.

Customer Service

Look up customers, manage subscriptions, apply retention offers, and log call dispositions.

Center Setup

Create call centers, manage agents, dispositions, routing rules, callbacks, and connect phone switches.

Commission Tracking

Track per-sale commissions, approve payouts, and export for payroll.

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Where to Find It

The Call Center section appears in the sidebar grouped into three blocks: Operations
  • Dashboard — Monitor call volume, dispositions, and agent performance
  • Workstation — Live agent station for taking and placing calls
  • Order Entry — Place phone orders
  • Customer Service — Customer lookup and support
  • Call Logs — Searchable list of every recorded call
Performance
  • Setup — Hub for centers, agents, routing rules, and callbacks
  • Commissions — Commission reports and approvals
Back Office
  • Billing — Cascade profiles, MID metadata, fraud filters, dunning, chargeback alerts, and routing logs (lives in the Merchants module but is mounted inside the Call Center shell)
You’ll only see the Call Center section if the Callcenter module is enabled for your organization and your account has the appropriate permissions.

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Permissions

Access is controlled through the Call agent role, which you can assign to users under Settings → Organization → Roles. Agents with this role can place orders, look up customers, manage subscriptions, and view their own commissions. Admins with the Manage Setup permission can also access call center configuration, agent management, and disposition setup. For a new organization, use this order:
  1. Call Center Setup — create the center, add agents, configure dispositions, routing rules, and callbacks from the Setup hub
  2. Phone Switches
  3. Order Entry
  4. Customer Service
  5. Call Center Dashboard
  6. Commissions

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Phone Switch Integrations

Connect your existing phone switch for click-to-dial, automatic screen pops, and call recording:

ViciDial

Non-agent API for status and recordings, agent API for dial/hangup/transfer.

Five9

REST API integration, typically fronted by a middleware proxy.

Ytel

v4 JWT bearer tokens (recommended) or v3 Basic Auth (legacy).
Phone switch configuration is done per call center with provider-specific setup cards and a built-in Test Connection button. See Call Center Setup and Phone Switches for the full setup path.