> ## 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 Setup

> Create call centers, manage teams, configure dispositions and sales scripts, and connect phone switches

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

## 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)

<Info>
  The **Setup** page is the fastest way to see what is still missing. It checks your real configuration state and is the best first stop for a new organization. Steps that depend on a previous step (e.g. teams require a call center) are disabled until their prerequisites are met.
</Info>

## 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.

## 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.

<Tip>
  If you used **Apply Defaults** in the setup wizard, you may already have starter teams connected. The defaults create a "Sales" and "Support" team.
</Tip>

## 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.

<Info>
  The Agents tab shows a guidance banner when no agents are found, linking directly to the organization users page.
</Info>

## 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

## 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**.

<Info>
  Users without the **Manage Setup** permission can view scripts but cannot edit them. A read-only indicator is shown in that case.
</Info>

## 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.

## 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.

<Warning>
  Phone switch credentials are sensitive and should only be edited by users with **Manage Setup** access.
</Warning>

See [Phone Switches](/callcenter/phone-switches) for the full provider-by-provider guide, or go directly to:

* [ViciDial](/callcenter/vicidial)
* [Five9](/callcenter/five9)
* [Ytel](/callcenter/ytel)

## Setup prerequisites

The setup page enforces dependencies between steps:

| Step               | Requires                                         |
| ------------------ | ------------------------------------------------ |
| Create call center | At least one brand in the organization           |
| Teams              | A call center must exist first                   |
| Dispositions       | A call center must exist first                   |
| Brand configs      | A call center must exist first                   |
| Phone switch       | A call center with brand config must exist first |
| Scripts            | A call center with brand config must exist first |

If a prerequisite is not met, the step is shown as disabled with an explanation of what needs to be done first.

## 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.

## 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.

## 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

## 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`

## 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.