Call Center Setup

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.

This page walks through the recommended setup order for the in-house Call Center suite.

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Recommended setup order

1. Open Call Center in the main sidebar.
2. Go to Setup first. The Setup hub has four tabs: Call Centers, Agents, Routing Rules, and Callbacks.
3. Review the setup checklist and use Apply Defaults if you want ElasticFunnels to create the starter records for you.
4. Then finish the manual steps in this order:
   • Create at least one call center (Setup → Call Centers)
   • Create or confirm your organization teams (Settings → Organization → Teams)
   • Add agents (Setup → Agents — backed by users with the Call Agent role)
   • Create dispositions (per-center, on the center detail page)
   • Connect brands to the center (per-center, Brand Settings tab)
   • Configure the phone switch (per-center, Phone Switch tab)
   • Add sales scripts (per-center, Scripts tab)
   • Optional: Routing Rules and Callbacks (Setup hub tabs)

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Step 1: Create the call center

1. In the sidebar, click Call Center → Setup.
2. Open the Call Centers tab.
3. Click Add Call Center.
4. Fill in:
   • Name: the internal name your agents will see
   • Type: usually sales, cs, or retention
   • Status: leave as active unless you are preparing it in advance
5. Click Save.

The list page shows every center in the organization, plus the basic counts for teams, agents, and configuration.

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Step 2: Set up teams

Teams are organization-level records, not center-only records.

1. Go to Settings → Organization → Teams.
2. Create the teams you want to use in the call center, for example:
   • Sales
   • Customer Service
   • Retention
3. Return to Call Center → Setup → Call Centers tab.
4. Open your call center.
5. Use the Teams tab to link the center to the appropriate organization teams.

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Step 3: Add agents

Agents are organization users who have the Call Agent role assigned.

1. Go to Settings → Organization → Users.
2. Assign the Call Agent role to users who should work in the call center.
3. Once a user has the role, they appear in Call Center → Setup → Agents tab automatically.

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Step 4: Create dispositions

Dispositions are the outcomes agents pick when they finish a call.

1. Open Call Center → Setup → Call Centers tab.
2. Click a center name.
3. Open the Dispositions tab.
4. Click Add Disposition.
5. Enter:
   • Name: human-friendly label agents will see
   • Code: stable internal key, such as sale, callback, refund_request
   • Category: reporting bucket such as positive, negative, or neutral
   • Active: leave enabled if agents should be able to select it
6. Save.
7. Drag and drop to reorder if needed.

Dispositions are editable after creation — click a disposition row to update its name, code, or category. Recommended starter dispositions:

• Sale
• No Sale
• Callback
• Voicemail
• Wrong Number
• Refund Request
• Cancel Request
• Not Interested

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Step 5: Add scripts

1. Open the call center detail page.
2. Go to the Scripts tab.
3. Paste or write the base talk track for the center.
4. Include:
   • Greeting
   • Qualification questions
   • Main pitch
   • Rebuttals
   • Upsell transition
   • Close
5. Save.

Center-level scripts are the default. You can override them for a specific brand in Brand Settings.

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Step 6: Connect brands

If one center serves multiple brands, each brand needs its own configuration row.

1. Open the call center detail page.
2. Go to Brand Settings.
3. Click Add Brand Config.
4. Choose the brand.
5. Set:
   • Active: enable the center for that brand
   • Phone Switch: provider and credentials for that brand (overrides center-level settings)
   • Sales Script: optional brand-specific script override
6. Save.

Repeat for every brand the center should handle.

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Step 7: Connect the phone switch

Phone switch setup is done in the call center detail page.

1. Open the call center and go to the Phone Switch tab.
2. Select a provider by clicking its card (ViciDial, Five9, or Ytel).
3. Enter the credentials — the form shows provider-specific fields.
4. Click Test Connection to verify the credentials are valid.
5. Save.

See Phone Switches for the full provider-by-provider guide, or go directly to:

• ViciDial
• Five9
• Ytel

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Setup prerequisites

The setup page enforces dependencies between steps: If a prerequisite is not met, the step is shown as disabled with an explanation of what needs to be done first.

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Apply Defaults

The Apply Defaults button auto-creates sensible starter records:

• A call center named after your organization
• Two teams: Sales and Support
• Eight starter dispositions (Sale, No Sale, Callback, Voicemail, Wrong Number, Refund Request, Cancel Request, Not Interested)
• Brand configs for all existing brands
• A starter sales script template

If any of these already exist, the step is skipped to avoid duplicates.

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Brand settings reference

The Brand Settings tab controls three things per brand:

• Active: whether that center can handle the brand
• Phone Switch: the brand-specific dialer and CTI credentials
• Sales Script: the brand override for the center script

This is important when one organization shares a single center across multiple brands.

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Exact navigation map

Use this map when onboarding a new organization:

• Call Center → Dashboard: live metrics overview
• Call Center → Workstation: live agent station
• Call Center → Order Entry: MOTO order workflow after setup
• Call Center → Customer Service: support workflow after setup
• Call Center → Call Logs: searchable list of every recorded call
• Call Center → Setup → Call Centers tab: create and edit centers
• Call Center → Setup → Agents tab: assign users to centers and teams
• Call Center → Setup → Routing Rules tab: configure call routing
• Call Center → Setup → Callbacks tab: review and reschedule pending callbacks
• Call Center → Commissions: review and export commission totals
• Call Center → Billing: cascade profiles, MID metadata, fraud filters, dunning, chargeback alerts, and routing logs
• Settings → Organization → Teams: create the shared team records first
• Settings → Organization → Roles: grant callcenter permissions

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Permissions checklist

Before agents can use the suite, confirm:

• The user can log in normally
• The user belongs to the correct organization
• The user has a role with callcenter permissions
• Agents who place orders have callcenter.create_orders
• Agents who use customer service have callcenter.view
• Admins who edit setup have callcenter.manage_setup

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Multiple call centers and external providers

The in-house Call Center suite is separate from the external abandon / callback integrations such as HelpGrid, Logicall, SalesBound, Committed Coaches, and Nuyu. That means you can do both:

• Run your own agents inside ElasticFunnels
• Also send selected events to third-party callcenter vendors

Configure those external providers from the merchant / integration side, not from the in-house call center screens.