Call Center Setup Guide

This guide walks you through setting up a fully functional call center using the Semaswift Voice API.

Overview

A typical call center setup involves:

1. Creating agents (call center operators)
2. Setting up queues (routing rules)
3. Configuring DIDs (phone numbers)
4. Defining business hours
5. Setting up IVR menus

Prerequisites

• Semaswift account with Voice module enabled
• Admin or Supervisor role
• At least one DID (phone number) provisioned

Step 1: Create Agents

Agents are users who handle calls. Create agents with their queue assignments:

POST /api/v2/voice/agents
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "user_id": "usr_123456",
  "extension": "1001",
  "queues": ["queue_support", "queue_sales"],
  "max_concurrent_calls": 2,
  "wrap_up_time": 30
}

Step 2: Configure Queues

Queues define how calls are routed to agents:

POST /api/v2/voice/queues
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "name": "Support Queue",
  "strategy": "round_robin",
  "timeout": 30,
  "max_wait_time": 300,
  "music_on_hold": "default",
  "announce_position": true,
  "announce_hold_time": true
}

Queue Strategies

Strategy	Description
round_robin	Distribute evenly among available agents
least_recent	Route to agent who hasn't taken a call longest
fewest_calls	Route to agent with fewest calls today
random	Random available agent
ring_all	Ring all available agents

Step 3: Assign DIDs

Connect phone numbers to queues:

POST /api/v2/voice/dids
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "number": "+1-555-123-4567",
  "destination_type": "queue",
  "destination_id": "queue_support",
  "fallback_destination": "voicemail"
}

Step 4: Configure Business Hours

Set when your call center is open:

POST /api/v2/voice/business-hours
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "name": "Standard Hours",
  "timezone": "America/New_York",
  "schedule": {
    "monday": {"open": "09:00", "close": "17:00"},
    "tuesday": {"open": "09:00", "close": "17:00"},
    "wednesday": {"open": "09:00", "close": "17:00"},
    "thursday": {"open": "09:00", "close": "17:00"},
    "friday": {"open": "09:00", "close": "17:00"},
    "saturday": null,
    "sunday": null
  },
  "closed_message": "We are currently closed. Our hours are Monday-Friday 9AM-5PM EST."
}

Step 5: Set Up IVR (Optional)

Create an interactive voice menu:

POST /api/v2/voice/ivr
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "name": "Main Menu",
  "greeting": "Welcome to Acme Support. Press 1 for Sales, 2 for Support, or 0 for an operator.",
  "options": [
    {"digit": "1", "destination_type": "queue", "destination_id": "queue_sales"},
    {"digit": "2", "destination_type": "queue", "destination_id": "queue_support"},
    {"digit": "0", "destination_type": "extension", "destination_id": "1001"}
  ],
  "timeout_destination": "queue_support",
  "invalid_destination": "replay"
}

Testing Your Setup

1. Check agent status: Agents should show as "available"
2. Test inbound call: Call your DID and verify routing
3. Monitor queue: Watch real-time queue statistics
4. Review CDRs: Check call detail records for issues

Real-Time Monitoring

Connect to WebSocket for live updates:

const ws = new WebSocket('wss://realtime.semaswift.com/connection/websocket');

ws.onopen = () => {
  ws.send(JSON.stringify({
    subscribe: {
      channel: 'voice:queue_support'
    }
  }));
};

ws.onmessage = (event) => {
  const data = JSON.parse(event.data);
  console.log('Queue update:', data);
};

Next Steps

• Agent Management - Detailed agent operations
• Configure call recordings in the Voice API settings
• Generate call reports through the Voice API