AIUNIFY Call Center is a browser-based communications and telemarketing platform designed to manage live agents, contacts, telephone numbers, outbound Campaigns, inbound calls, AI Voice Agents, SMS conversations, follow-up Sequences, call analytics, and account credits from one workspace.
The installed system operates as a Laravel 12 application with an Inertia and React interface. It uses MySQL for application data and includes Twilio calling, SIP trunking, browser-based Softphone functions, AI conversation tools, call recording, transcription, sentiment analysis, Smart Scheduling, CRM integrations, and role-based administration.
The platform’s primary operating flow is:
AIUNIFY Call Center supports browser-based live telephone activity through its Softphone.
Depending on the account’s configuration, users can:
A global Softphone widget is loaded throughout the authenticated application, allowing approved users to access calling controls without remaining on one dedicated page.
Campaigns organize Contacts into structured calling operations.
Campaign functions include:
Campaign statuses used throughout the Dashboard include:
Customer accounts can create and manage team members under My Team → Agents.
Human Agents can be assigned to Campaigns and telephone numbers and can use the Softphone to communicate with Contacts.
The platform associates an Agent with a parent Customer account. The Agent can access permitted resources belonging to that Customer according to assigned roles and permissions.
The Conversational AI section supports AI Agents that can conduct telephone conversations.
The installed application includes functions for:
Conversational AI features require the higher Business KYC level for Customer accounts in the current system. Administrators and human Agents are treated differently by the KYC access checks.
Contacts are the individuals or organizations that users call or message.
The system supports:
A Contact can participate in more than one Campaign, provided it satisfies the Campaign and contactability rules.
The SMS module provides:
SMS access is available to Customer and Administrator roles when the applicable KYC and permission requirements are satisfied.
The Analytics section includes:
Call records can contain transcripts and sentiment information, and Campaigns can be analyzed for positive, neutral, or negative responses and Lead quality.
The application contains integrations for:
Provider and integration functions vary according to role, permissions, KYC level, and Administrator configuration.
The production application is accessed through:
The root application address redirects users to the Login page.
The Login screen displays:
with the description:
The form contains:
Cloudflare Turnstile verification is also required when it has been enabled in the system configuration.
To sign in:
Use the Password visibility icon when the entered characters need to be verified before submission.
The Login page includes:
The Password recovery workflow allows the user to request a reset link by Email.
The platform includes routes and screens for:
Although the backend contains a Registration route and automatically assigns the Customer role to a newly registered user, the current visible Registration page immediately redirects to Login.
Therefore, the present interface should be treated as having no normal self-service registration screen.
New accounts should be created through the approved Administrator process unless the Registration interface is re-enabled.
The Dashboard and most authenticated application routes require:
An unverified user can be sent to the Email Verification screen and asked to select the link delivered to the registered Email Address.
The platform also allows the user to request another verification email.
AIUNIFY Call Center supports two-factor authentication.
When enabled, Login can require:
or:
Two-factor configuration and recovery procedures will be covered in the account-security chapter.
The primary roles are:
Navigation, Dashboard information, resource ownership, KYC requirements, and available actions differ according to role.
The interface checks both role names and role slugs, such as:
It can also enforce individual permissions for Campaigns, Contacts, Calls, Analytics, Users, recordings, exports, and Settings.
An Administrator manages the platform rather than only one business workspace.
Administrator access can include:
Administrators can also access ordinary communication, Campaign, Contact, AI, SMS, and Analytics functions.
A Customer is the primary business account owner.
Customer access can include:
Customer statistics and resources are generally scoped to that Customer’s User ID.
An Agent is a team member attached to a Customer through:
An Agent can see permitted Campaign and Contact information belonging to the parent Customer while maintaining Agent-specific call performance data.
The Agent interface is intentionally more restricted than the Customer interface.
A role determines the broad type of user, while permissions can govern individual actions.
Examples include:
A visible Sidebar link does not by itself guarantee that every operation on the page is permitted.
When KYC is globally enabled, Customer accounts can be classified as:
The KYC level controls access to operational features.
An Unverified Customer has no normal KYC-gated operational access in the current User access model.
The Dashboard can display a warning explaining that KYC must be completed to unlock:
An unverified Customer may receive a temporary KYC grace period.
The Dashboard banner can display:
along with the number of days remaining.
The banner can be dismissed for the current browser session while the grace period remains active.
After the grace period expires, the Dashboard can display:
and:
The user should complete KYC rather than repeatedly attempting restricted operations.
The current access model provides Basic Customers with access to:
The User model currently defines Basic limits of:
These limits should be confirmed against the live KYC configuration before making operational commitments.
Business KYC adds access to:
The current User model treats Business KYC capacity as unlimited for its KYC-specific telephone-number, call, and deposit limits, although credits, provider charges, pricing rules, and other system restrictions can still apply.
The current User model treats Administrators and Agents as having Business-level KYC access.
They do not follow the same Customer KYC restrictions.
The primary navigation appears in a collapsible Sidebar.
The Sidebar can be:
The application logo and name appear at the top.
The User menu appears at the bottom.
The authenticated Header contains:
Breadcrumbs identify the user’s current section and provide a visual path through the application.
Global Search is available from the authenticated Header.
Its purpose is to locate supported records across the system without manually opening every section.
Exact searchable record types will be explained in the relevant feature chapters.
The Header provides a Language Switcher.
The Sidebar can also move to the right side when the selected language uses a right-to-left layout.
The system contains Administrator functions for:
The Header contains a Notifications control.
The API supports:
Notification behavior and event sources will be covered later in the manual.
The Header shows the current account Credit Balance where applicable.
Credits are used to pay for calling, SMS, telephone-number charges, and other metered services according to the platform’s pricing rules.
The Softphone widget is mounted outside the individual page content and remains available across authenticated pages.
A user can therefore review Contacts, Campaigns, or Call History while maintaining access to approved Softphone controls.
Select the User area at the bottom of the Sidebar to display:
Administrators who are impersonating another User also see:
Home opens the role-based Dashboard.
The Customer Communication group contains:
Opens the live browser-based calling workspace.
Opens the primary Call History section.
Shows telephone numbers assigned to the Customer account.
Displays telephone numbers available for request or purchase.
Estimates supported calling prices based on configured platform rates.
Displays the Customer-specific Call Log interface.
The Customer Conversational AI group contains:
This group requires Business KYC for normal Customer access.
The Campaigns group contains:
Creates and manages outbound calling Campaigns.
Creates automated follow-up workflows triggered by call outcomes.
Stores reusable Campaign structures.
Provides Campaign, sentiment, Lead, answer-rate, and scheduling intelligence.
The SMS group contains:
The Contacts group contains:
Contact Tags are managed within the Contact-management workflow even though they are not displayed as a separate primary Sidebar entry.
The Customer Integrations group contains:
SIP Trunk administration is currently displayed only to Administrators in the Sidebar, even though the application contains Customer and carrier-related trunking structures elsewhere.
The Resources group contains:
Audio Files can be used by supported Campaign and calling workflows.
The Customer Billing group contains:
The Customer My Team group contains:
This is where Customer accounts manage human calling team members.
The Customer Sidebar structure is defined directly in the role-aware navigation component.
An Agent can see:
The Agent’s My Numbers page shows telephone numbers assigned for Agent use.
The Agent can see:
Campaign Templates are not displayed to the Agent role in the current Sidebar.
The Agent can see:
Contact Lists are not displayed to the Agent role in the current Sidebar.
The current Agent Sidebar does not display Customer-level sections for:
A permission or direct-route check can impose further restrictions.
Administrators receive a separate:
section in the Sidebar.
The User Management group includes:
The Phone Management group includes:
The Financial Management group includes:
The System Monitoring group includes:
The Administrator Integrations group includes:
Theme Management contains:
It controls the public-facing branding and website content rather than an individual Customer’s call operations.
The Dashboard changes according to whether the signed-in account is an:
The same /dashboard route loads different statistics and content for each role.
The Customer Dashboard displays a time-based greeting such as:
with:
A Create Campaign button appears near the heading.
The Customer Dashboard displays:
Shows the total Campaign count and active Campaign count.
Shows total Contacts and active Contacts.
Shows all Customer Call records and the number created today.
Shows the number of Agents connected to the Customer account.
Customer Call Activity contains:
The counts are based on Call records associated with the Customer account.
The Dashboard displays:
My Numbers links to the Customer’s assigned telephone-number list.
Pending Requests links to available telephone numbers and request activity.
The Customer Call Trends chart covers the latest seven calendar days.
It separates:
The chart is based on Call records rather than unique Contacts.
Campaign Status displays:
The Dashboard displays up to five recent Campaigns.
Each item can show:
The Dashboard displays up to five recent Calls.
Each item can show:
The Dashboard’s customer statistics, charts, and recent records are scoped to the Customer’s own account.
The Agent Dashboard displays:
These values are based on Campaign and Contact records belonging to the parent Customer account.
Agent performance contains:
The Dashboard controller intends Today and This Week to reflect the Agent’s own Call records.
The Agent Dashboard presents:
View Campaigns opens the Campaign list.
Make Calls opens the Calls area.
The current Call History Quick Action points to:
but that route is not present in the installed route list.
When that button produces a Not Found page, use:
which opens:
This is a current navigation mismatch in the installed build.
The Agent Dashboard shows:
Available Campaigns displays remaining Contacts and provides a View action.
Recent Calls displays the destination, duration, date, and status.
The Administrator Dashboard displays system-wide information such as:
Administrator telephone-number statistics include:
The Administrator Dashboard also retrieves credit information for:
and provides system-wide charts and recent activity.
For a new Customer workspace, use this sequence:
Confirm:
Confirm:
Confirm:
Use a current desktop browser with:
Headsets are recommended for live Agents.
The browser can ask whether AIUNIFY Call Center may use the microphone.
Select Allow only on the correct application domain.
When microphone permission is denied, the Softphone may connect but the other participant cannot hear the Agent.
A newly configured account should not begin with hundreds or thousands of Contacts.
Use:
The platform contains several call-record interfaces:
They do not necessarily display identical call types or scopes.
AIUNIFY Credits represent the platform’s internal account balance.
External services can also incur costs, including:
Every human Agent should use an individual account.
This supports:
Provider credentials belong only in approved configuration areas.
Do not enter them into:
Before contacting a person, confirm:
During the first test or Campaign, verify:
At the end of this chapter, the user should understand that AIUNIFY Call Center combines live Softphone calling, human Agent management, AI Voice Agents, Contacts, Campaigns, SMS, Analytics, telephone numbers, integrations, credits, and platform administration within one role-based application.
The user should understand that the system has three primary roles:
and that each role receives different navigation, Dashboard statistics, resource access, and permissions.
The user should understand that most operational routes require an authenticated account and verified Email Address, that the current Registration page redirects to Login, and that Customer accounts may also require Basic or Business KYC before telephone, Campaign, SMS, Contact, or Conversational AI functions become available.
The user should also understand the major authenticated layout controls:
Finally, the user should understand the recommended setup order: