Call Center — Handling Phone Inquiries

Call Center

Call Center (/voip/call_center) is a simplified panel for operators handling phone calls. It allows registering customer inquiries and linking them with helpdesk tickets.

Who Is Call Center For?

Call Center is intended for phone operators who:

• answer incoming calls from customers
• register inquiries (tickets) based on conversations
• describe call content and assign priorities

Operators can have their access restricted via a role — so they only see the Call Center module, without access to other parts of Intum.

How Does Call Center Work?

Recent Calls

The operator sees a list of recent incoming and outgoing calls. If the company has a PBX integration configured (Telecube, Datera, SuperVoIP), calls are registered automatically.

Manual Call Entry

If the company doesn’t have automatic integration, the operator can manually add a call — just enter the customer’s phone number and the operator’s number. The system will create a call entry to which a ticket can be immediately added.

Creating Tickets from a Call

After answering a call, the operator can create a helpdesk ticket linked to the conversation with one click:

1. The system automatically fills in the customer’s phone number
2. The operator enters the inquiry content, priority, and customer data (email, name)
3. The ticket is saved and linked to the VoIP call
4. A VoIP badge with a link to the call details is visible on the ticket

Tags in Tickets

Tickets created from Call Center can have assigned tags — colored labels that make it easier to categorize inquiries. Tags allow you to mark the problem type (outage, complaint, question) and filter inquiries later.

Role for Call Center Operator

To give an operator access only to Call Center, create a dedicated role with a minimal set of permissions.

Required permissions in the role:

• voip_call_center — access to the Call Center panel and tickets

An operator with this role sees only the Call Center panel — they can browse calls, create tickets based on them, and manage their inquiries. They have no access to other modules (CRM, tasks, email, etc.).

Example Deployment: Call Center + Helpdesk

A typical scenario in a company with a customer service department:

Step 1: Create Two Helpdesk Desks

• “Call Center” Desk — for registering phone inquiries by operators
• “Customer Service” Desk — for resolving inquiries by the support team

Step 2: Configure Operators

• Create a role with the permission: voip_call_center
• Assign this role to operators
• In VoIP settings, set the “Call Center” desk as default for call center tickets

Step 3: Inquiry Flow

1. Customer calls → operator answers the call
2. Operator creates a ticket in the “Call Center” desk — enters conversation content, customer data, priority
3. Support team sees the inquiry on the ticket list — it’s visible thanks to the other desk (“Call Center”). The support worker clones the ticket to the “Customer Service” desk, supplementing it with additional information (e.g., based on the attached phone conversation transcript) (Clone and close option in the ticket menu) — the Call Center desk ticket is closed, and a new one goes to the service queue
4. Support team works on the inquiry in the “Customer Service” desk — communicates with the customer via email, resolves the issue
5. Both tickets have cross-links — you can always see which ticket was created from which

Why Two Desks?

• Division of responsibility — operators register, support team resolves
• Clean queues — each team sees only their inquiries
• Statistics — separate metrics for call center (how many registered) and service (how many resolved, response time)
• Different SLAs — the call center desk can have different priorities than the service desk

Configuration

1. User roles (/account/roles) — create a role with the permission: voip_call_center
2. VoIP settings (/voip/settings) — SIP configuration, default desk
3. Helpdesk settings (/helpdesk/settings) — creating desks, tag configuration
4. Assign the role to operators in user settings