{"id":897,"date":"2024-08-15T19:57:04","date_gmt":"2024-08-15T19:57:04","guid":{"rendered":"https:\/\/support.smartcitytelecom.com\/?post_type=ht_kb&#038;p=897"},"modified":"2024-08-15T19:57:05","modified_gmt":"2024-08-15T19:57:05","slug":"welcome-to-hosted-voice-call-center","status":"publish","type":"ht_kb","link":"https:\/\/smartcitynetworks.com\/hvsupport\/article\/welcome-to-hosted-voice-call-center\/","title":{"rendered":"Welcome to Hosted Voice Call Center"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Welcome to the Hosted Voice Call Center User Guide! Hosted Voice Call Center is a customizable virtual contact center solution. Hosted Voice Call Center offers expanded call center functionality for call agents who answer incoming calls within a queue. The Call Center module also enables call center supervisors and office managers to view and control call-queue and call-agent settings and statistics, all from a centralized portal.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"966\" height=\"116\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-center.png\" alt=\"\" class=\"wp-image-898\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-center.png 966w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-center-300x36.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-center-768x92.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-center-50x6.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-center-60x7.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/Call-center-100x12.png 100w\" sizes=\"auto, (max-width: 966px) 100vw, 966px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">To access to the Call Center menu icon on the Hosted Voice menu bar, the following requirements must be met:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your organization must be licensed for the Hosted Voice Smart Office Max multi-seat plan.<\/li>\n\n\n\n<li>If you are using the Call Center Agent job role, you must have a Hosted Voice User Scope permission level of \u2018Call Center Agent\u2019 and be assigned to one or more call queues.<\/li>\n\n\n\n<li>If you are using the Call Center Supervisor job role, you must have a Hosted Voice User Scope permission level of \u2018Call Center Supervisor&#8217;.<\/li>\n\n\n\n<li>If you are using the Office Manager job role, you must have a Hosted Voice User Scope permission level of \u2018Office Manager\u2019 and \u2018Call Center Supervisor\u2019 view enabled.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>NOTE: <\/strong>See the \u201cHosted Voice Administrator User Guide\u201d for more information about User Scopes and Permission Levels.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>NOTE:<\/strong> This guide focuses on the features and options available for the Call Center module only. For detailed information about using the other Hosted Voice modules that show on the Home Page, see the \u201cHosted Voice Administrator User Guide\u201d and the \u201cHosted Voice User Guide.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Welcome to the Hosted Voice Call Center User Guide! Hosted Voice Call Center is a customizable virtual contact center solution. Hosted Voice Call Center offers expanded call center functionality for call agents who answer incoming calls within a queue. The Call Center module also enables call center supervisors and office&#8230;<\/p>\n","protected":false},"author":1,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[25],"ht-kb-tag":[288],"class_list":["post-897","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-call-center-user-guide","ht_kb_tag-hosted-voice-call-center"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Welcome to Hosted Voice Call Center - Smart City Networks Support<\/title>\n<meta name=\"description\" content=\"Discover Hosted Voice Call Center solution to enhance your customer service with flexible, scalable features.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/welcome-to-hosted-voice-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Welcome to Hosted Voice Call Center - 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