CallHub Documentation

Welcome to the CallHub documentation. You'll find comprehensive guides and documentation to help you start working with CallHub as quickly as possible, as well as support if you get stuck. Let's jump right in!

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How to make calls for a campaign as an Agent.

Agent accounts are used in CallHub for making calls for a call center campaign. To create agents, go to 'Agents' in the sidebar of your manager account. After the agents are created, assign them to the call center campaigns.

Here we discuss how agents can activate their account and make calls for a campaign.

Activate agent account

  • When the manager account creates an agent account, an account activation email is sent to the email Id given in the account creation.
  • Click on the activation link in the email, to activate agent account.
  • When the link is clicked, the agent can set the password for their account.
  • Once the password is changed, they will be logged in.
  • On login, you will see a list of campaign you are assigned to.
  • If no campaign is assigned to you, then you will see a message saying such.
  • After login for the first time, you will have to set your phone number.
  • Click on your username in top right corner
  • Click on 'Settings'
  • Set your phone number in 'Phone number' field in the form.
  • Save the changes.

Making calls for a campaign with agent account

  • To make calls for a campaign, the campaign should be in 'Running' state.
  • Click on the name of the campaign. You will be taken to screen in below screenshot.
  • Click on 'Join campaign'.
  • If agent connection preference is set to 'Phone' in manager account. You will get a call on the number set in agent account, to place you into conference.
  • If agent connection preference is set to 'Browser' . You will be directly put into conference. Browser based calls have specific browser requirements.
  • If agent connection preference is set to 'SIP'. you should configure a SIP client.
  • If agent connection preference is set to 'Dial-in'. You will be given a number to call. Call the number and input the code that appears on the screen. You will be put into conference.
  • On joining the conference the following screen in screenshot will appear.
  • Click on 'Next Call' to start making calls.
  • To disconnect the call with the contact, click on 'Hangup' button.
  • To leave a voicemail click on ' Drop VoiceMail' button. This option will be available only if campaign has voicemail dropping enabled. The voice mail should be dropped after the answering machine finishes its initial greeting.
  • To Transfer call to supervisor, click on 'Transfer' button. This option will be available only if 'Attended calls' flag is checked in the campaign.
  • All the history and information of the contact being called can be seen on the page.
  • Enter the answers of the questions and Notes and click on 'Save' or 'Save and next call'
  • When the call is disconnected, disconnection reason can be seen on the top right corner of the screen.
  • There is also a feedback widget on the agent console (left hand side below the contact information). Call quality feedback help us capture the call information for further debugging and service improvements.