Voice desk: calls on cases, callbacks, IVR tree and contact center reports
The voice desk puts the phone inside customer service.
The voice desk puts the phone inside customer service.
**Calls on a case.** In the case console, the "Calls on this case" box lists every call linked to the case, with direction, outcome, wait and talk time, the agent, the recording and the transcript when they exist. "Log a call" records a call that happened on any phone (a desk phone counts). Each call can be wrapped up with a disposition from the same catalog used to resolve cases (Settings > Wrap-up codes, scope "call" or "both"); codes marked with * require a note. "Summarize with AI" writes a short summary from the transcript and notes; it is only offered when there is text to summarize.
**Who is calling.** When a call comes into the softphone, the card under the number shows the matching contact or company, open cases, the last call and any pending callback. "Open a case for this call" creates a real case with the contact, the channel from your channel map and the transcript in the description.
**Your voice state.** The bar in the console shows Available, On a call, After-call work, Away or Offline. "On a call" is set by the call itself. After a call ends you get the after-call time defined in the policy; when it runs out you are available again without clicking. This state is mirrored to the inbound ring group, so the queue never rings someone who is busy.
**Callbacks.** "Request callback" creates a task with a due time. Task assignment rules (Settings > Routing) decide who calls: add a rule for tasks with type "call" to distribute callbacks round-robin or by least load; without rules the callback stays with whoever requested it. The callback queue is on the supervision page: take it, retry later, mark done or cancel.
**IVR tree.** In Settings > Telephony, the IVR menu is a tree: menu > key > destination (queue, person, submenu, message or offer a callback). Publish only when every option resolves; the preview lists what the current voice provider executes (key to queue) and what it does not yet execute.
**Call guide by queue.** Pick a queue, reuse a call script and add an opening checklist and steps.
**Reports.** The Analytics tab of the console and the supervision page show volume by hour and by queue, abandon rate, service level, average wait, talk and after-call time, dispositions, callbacks and per-agent handled calls, talk time and available time. Numbers without a base show as a dash, never as zero.
**Not included, on purpose.** Call transfer, supervisor listen-in and whisper, live transcription and waiting queues with hold music depend on carrier features that the current providers do not expose. The desk shows what exists instead of offering buttons that do nothing.