How It Works

Learn how SimpleCallCenter helps you manage your call center operations

Inbound Calls

1

Call lands in the correct Call Center (by Direct Phone Number)

Each Call Center (e.g., Sales or Support) has its own inbound Direct Phone Number. Calls to that Direct Phone Number enter the correct Call Center automatically.

2

Language selection (only if needed)

If multiple languages are enabled, the caller selects a language.

If only one language is enabled, the language menu is skipped.

3

Schedule check (after language)

After language selection (or skip), the system checks the schedule:

  • Closed for the day
  • Holiday
  • Lunch break

For each state you configure what happens:

  • Forward to Voicemail, or
  • Play a message (caller can hang up)
4

Queue selection (only if needed)

Queues represent the product/service line inside the Call Center.

If multiple queues exist, the caller selects the queue.

If only one queue exists, the queue menu is skipped.

5

Recording notice + wait message

After the queue is selected:

  • If recording is enabled, a recording notification is played.
  • A "please wait for an agent to answer" message is played. The repeat interval is configurable and can be turned on or off.
6

Availability-based routing (ACD) + queue updates

Calls are offered to agents based on availability only (no fairness rules like round-robin or longest-idle).

While waiting, the caller hears their position in the queue every X minutes (configurable).

Two configurable timeouts control when the call stops waiting and is forwarded to Voicemail:

  • Max wait in the queue → forward to Voicemail
  • Max wait without agents → forward to Voicemail

Agent Login Requirements:

Users must be logged in to the call center to receive inbound calls from the queue. After a configured number of rejects or busy responses, the user will be automatically kicked out from the queue to avoid delaying customers. When they return, they need to log in again.

Login/logout can be done via toggle in the app or using *8 for login and *9 for logout from any SIP phone.

7

Live supervisor monitoring (during the call)

While the caller is talking to an agent, a supervisor can see who the caller is speaking with in real time and can connect to the call from the app using a dedicated supervisor window. The supervisor can switch modes during the call:

  • Listen only
  • Talk to Agent only
  • Talk to Caller only
  • Talk to Everyone (Agent + Caller)
8

After the call (what gets saved + what gets synced)

After hangup, SimpleCallCenter finalizes the call and applies your enabled features:

Call record is updated:

agent statistics are updated, and optional AI evaluation is added (if enabled).

Files & insights are attached:

recording (if enabled), transcription (if enabled), and AI summary (if enabled) are saved and attached to the call.

CRM sync (if connected):

the call, recording, transcription, and summary are pushed into your CRM. If a new lead is created, the system attempts to extract email, name, address, and company from the conversation and populate those fields automatically when available.