Activate a Virtual Call Center

A virtual call center lets all your team members (colleagues, staff, volunteers) answer incoming calls on a single virtual number. It works for teams of 1 to 50 people. The Customer Service plan covers up to 8 people; for a larger team we put together a custom plan.

How calls are distributed

You choose how incoming calls are routed to your team:

• Ring all: all available phones ring at the same time, and whoever picks up first takes the call.
• Round-robin: calls are distributed evenly across the team, so everyone gets a fair share.
• Sequential: calls go to the first person on the list. If they do not answer, the next person is tried, and so on.

Our support team configures the routing method for you. You can switch between methods at any time.

Team members set their own availability

Each team member logs in to the team dashboard and sets their status to available or unavailable. The platform reacts immediately: if someone switches to unavailable, calls stop being routed to them.

This makes it easy to add or remove people during the day. When it gets busy, extra people log in and start taking calls right away. When it gets quiet again, they log out.

Getting started

Let our support team know who should be part of your virtual call center and where each person’s calls should be forwarded to (mobile phone, office line or both). We set up the routing, and your team can start taking calls within one business day.

Also read

Activate a call queue: for when all team members are busy and callers need to wait.