> ## Documentation Index
> Fetch the complete documentation index at: https://docs.elasticfunnels.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Center Suite

> Run an in-house call center with phone order entry, customer service tools, agent management, and commission tracking

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.

<Note>
  This is separate from the [external callcenter integrations](/integrations/callcenters) (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.
</Note>

## Features

<CardGroup cols={2}>
  <Card title="Order Entry" icon="phone" href="/callcenter/order-entry">
    Place phone orders for customers during calls, with product selection and payment processing.
  </Card>

  <Card title="Customer Service" icon="headset" href="/callcenter/customer-service">
    Look up customers, manage subscriptions, apply retention offers, and log call dispositions.
  </Card>

  <Card title="Center Setup" icon="gear" href="/callcenter/setup">
    Create call centers, manage agents, dispositions, routing rules, callbacks, and connect phone switches.
  </Card>

  <Card title="Commission Tracking" icon="money-bill" href="/callcenter/commissions">
    Track per-sale commissions, approve payouts, and export for payroll.
  </Card>
</CardGroup>

## 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)

<Info>
  You'll only see the Call Center section if the Callcenter module is enabled for your organization and your account has the appropriate permissions.
</Info>

## 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.

## Recommended onboarding sequence

For a new organization, use this order:

1. [Call Center Setup](/callcenter/setup) — create the center, add agents, configure dispositions, routing rules, and callbacks from the Setup hub
2. [Phone Switches](/callcenter/phone-switches)
3. [Order Entry](/callcenter/order-entry)
4. [Customer Service](/callcenter/customer-service)
5. [Call Center Dashboard](/callcenter/dashboard)
6. [Commissions](/callcenter/commissions)

## Phone Switch Integrations

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

<CardGroup cols={3}>
  <Card title="ViciDial" icon="phone-volume" href="/callcenter/vicidial">
    Non-agent API for status and recordings, agent API for dial/hangup/transfer.
  </Card>

  <Card title="Five9" icon="headset" href="/callcenter/five9">
    REST API integration, typically fronted by a middleware proxy.
  </Card>

  <Card title="Ytel" icon="phone" href="/callcenter/ytel">
    v4 JWT bearer tokens (recommended) or v3 Basic Auth (legacy).
  </Card>
</CardGroup>

Phone switch configuration is done per call center with provider-specific setup cards and a built-in **Test Connection** button. See [Call Center Setup](/callcenter/setup) and [Phone Switches](/callcenter/phone-switches) for the full setup path.