Call Center

Call Center features support voice operations such as calls, phone numbers, voice templates, playground testing, and voice settings. In the current app, most voice setup lives under AI Agents > Voice and Settings > Ozzi Voice.

What Voice Operations Include

• call history and conversation review
• phone number management
• A2P setup for messaging compliance
• call context templates
• playground testing for voice behavior
• voice settings
• workspace-level Ozzi Voice configuration

Typical Setup Flow

1. confirm plan access in Settings > Billing
2. connect required voice services in Settings > Integrations
3. configure workspace voice behavior in Settings > Ozzi Voice
4. open AI Agents > Voice
5. review calls, numbers, A2P setup, templates, playground, and settings
6. test internally before using voice with customers

Inbound And Outbound Work

Voice tools can support both inbound review and outbound operational workflows, depending on your workspace configuration.

For customer-facing voice work, keep approval and testing strict:

• test with internal numbers first
• use clear templates
• confirm legal and compliance requirements
• review call history
• keep escalation paths obvious

Phone Numbers And Voice Configuration

Use AI Agents > Voice > Numbers for voice lines and AI Agents > Voice > Settings for voice controls inside the agent area. Use Settings > Ozzi Voice for workspace-level voice configuration.

Testing Before Launch

Before launching voice workflows:

• verify phone numbers
• complete A2P setup when required
• test the playground
• review templates
• confirm who receives escalations
• check Agent History and call history after tests

Rollout Tips

• start with one use case
• keep scripts short and specific
• monitor every early call
• require human approval for sensitive follow-up
• review recordings or transcripts before increasing volume