1. Overview

An Agent is a team member who operates under a Customer Owner’s AIUNIFY Call Center account.

Agents may be authorized to:

1. View assigned contacts
2. Work with contact lists
3. View assigned phone numbers
4. Make manual calls
5. Receive incoming calls
6. View call-queue activity
7. Participate in campaigns
8. Use contact calling sessions
9. Save call dispositions
10. Add call notes
11. Schedule callbacks
12. Review call history
13. Listen to authorized recordings
14. Read call transcripts
15. Reply to SMS conversations
16. Maintain their own profile and security settings

The exact menus available to an Agent depend on the permissions assigned by the Customer Owner.

An Agent should not expect to see every feature described in the Customer Owner manual.

2. Understanding the Agent Role

The Agent account operates beneath a parent Customer account.

This means the Agent uses business resources belonging to the Customer Owner, including:

1. Contacts
2. Contact lists
3. Phone numbers
4. Campaigns
5. Call records
6. SMS conversations
7. Call queues
8. Customer credits

The Agent does not own these resources independently.

The Customer Owner determines:

1. Whether the Agent account is Active
2. Which permissions the Agent receives
3. Which phone numbers the Agent can use
4. Which contacts the Agent can access
5. Which campaigns the Agent can participate in
6. Whether the Agent can make calls
7. Whether the Agent can access SMS
8. Whether recordings or transcripts are available

3. Features Agents Do Not Manage

Agents do not normally manage Customer Owner or platform-level functions.

Agents should not expect access to:

1. Creating or deleting Agent accounts
2. Managing roles and permission structures
3. Purchasing phone numbers
4. Requesting new phone numbers
5. Releasing phone numbers
6. Managing Customer credits
7. Adding payment methods
8. Viewing the complete Customer billing statement
9. Completing Business KYC
10. Creating API keys
11. Creating AI Agents
12. Managing Knowledge Bases
13. Creating CRM integrations
14. Configuring SIP trunks
15. Configuring Twilio credentials
16. Configuring BYOC carriers
17. Changing global call-queue settings
18. Changing platform pricing
19. Managing administrative logs
20. Deleting the Customer Owner account

If one of these tasks is required, contact the Customer Owner or platform administrator.

Part One

Signing In and Navigating the Agent Account

4. Signing In

To sign in:

1. Open the AIUNIFY Call Center login page.
2. Enter the email address assigned to the Agent account.
3. Enter the Agent password.
4. Click Sign In.
5. Complete two-factor authentication when enabled.

Each Agent should use their own account.

Do not use:

1. The Customer Owner’s login
2. Another Agent’s login
3. Shared passwords
4. Administrator credentials

Shared accounts make it difficult to determine who performed a call or changed a record.

5. Agent Account Is Inactive

An Agent may be unable to sign in when the account has been deactivated.

Possible signs include:

1. Login is rejected
2. The dashboard does not open
3. A disabled-account message appears
4. Features disappear after signing in

To resolve this:

1. Confirm the email and password.
2. Use Forgot Password if necessary.
3. Contact the Customer Owner.
4. Ask the Customer Owner to confirm that the Agent status is Active.

Only the Customer Owner or an authorized administrator can reactivate the Agent account.

6. Understanding the Agent Dashboard

After signing in, the Agent dashboard provides access to authorized work areas.

Depending on permissions, the dashboard may include:

1. Contacts
2. Contact Lists
3. Softphone
4. Call History
5. Campaigns
6. Calling Sessions
7. SMS Conversations
8. Call Queue
9. Profile Settings
10. Password Settings
11. Two-Factor Authentication
12. Appearance Settings

A missing menu does not always mean the system is malfunctioning.

The feature may be:

1. Restricted by permission
2. Unavailable to Agents
3. Disabled for the Customer
4. Unavailable under the Customer’s plan
5. Not configured by the Customer Owner

7. Navigation Practices

When using the application:

1. Use the main navigation menu to change sections
2. Use the account menu for profile and security settings
3. Avoid using the browser Back button during active calls
4. Avoid refreshing while a call is connected
5. Do not sign out during an active call
6. Keep the Softphone widget available while working
7. Save notes before navigating away

The floating Softphone may remain active while navigating between supported pages.

8. Permissions and Access Restrictions

Agent access is controlled through permissions.

A permission may allow the Agent to:

1. View a feature
2. Create a record
3. Edit a record
4. Delete a record
5. Make a call
6. Review call details
7. Send a message

For manual calling, the Agent normally requires the following permission:

If a menu appears but an action returns 403 Forbidden, the Agent likely lacks the required permission.

Contact the Customer Owner rather than repeatedly submitting the action.

Part Two

Profile and Account Security

9. Opening Agent Settings

To open personal account settings:

1. Open the account menu.
2. Select Settings.

Available Agent settings may include:

1. Profile
2. Password
3. Two-Factor Authentication
4. Appearance

Agents do not normally see Customer KYC or API-key controls.

10. Updating the Agent Profile

To update the Agent name or email:

1. Open Settings.
2. Select Profile.
3. Update the name or email address.
4. Click Save Changes.

Use an email address controlled by the Agent.

Do not change the email to:

1. A former employee’s address
2. A shared public inbox
3. An address the Agent cannot verify
4. Another existing AIUNIFY user’s address

Changing the email may require verification of the new address.

11. Changing the Agent Password

To change the password:

1. Open Settings.
2. Select Password.
3. Enter the current password.
4. Enter a new password.
5. Enter the new password again.
6. Save the change.

The password should be:

1. Unique
2. Difficult to guess
3. Different from the Agent’s email password
4. Different from other business systems
5. Stored in an approved password manager

Never send the password to the Customer Owner through an unsecured message.

12. Forgotten Password

When the Agent cannot remember the password:

1. Open the login page.
2. Select Forgot Password.
3. Enter the Agent account email.
4. Open the reset message.
5. Follow the reset link.
6. Create a new password.
7. Sign in again.

If the reset email does not arrive, check the spam folder and confirm that the Customer Owner created the account with the correct email address.

13. Enabling Two-Factor Authentication

Two-factor authentication adds a temporary security code to the login process.

To enable it:

1. Open Settings.
2. Select Two-Factor Authentication.
3. Click Enable.
4. Open a compatible authenticator application.
5. Scan the displayed QR code.
6. Enter the current six-digit code.
7. Confirm the setup.
8. Save the recovery codes.

Authenticator applications may include:

1. Google Authenticator
2. Microsoft Authenticator
3. Authy
4. Another compatible application

14. Protecting Recovery Codes

Recovery codes allow the Agent to sign in when the authenticator device is unavailable.

Store them:

1. In an approved password manager
2. In an encrypted file
3. In a secure physical location

Do not store them:

1. In a public note
2. In a shared spreadsheet
3. In an unsecured email
4. Beside the Agent password
5. In a screenshot accessible to others

Regenerate recovery codes when they are lost or exposed.

15. Changing Appearance

To change the interface appearance:

1. Open Settings.
2. Select Appearance.
3. Choose:
4. Light
5. Dark
6. System
7. Confirm that the interface changes.

System mode follows the computer or device appearance.

Appearance settings do not change Agent permissions or account data.

Part Three

Assigned Phone Numbers

16. Understanding Assigned Numbers

Agents do not purchase or own telephone numbers.

The Customer Owner or administrator assigns numbers for Agent use.

An assigned number may support:

1. Voice
2. SMS
3. MMS
4. SIP calling
5. Incoming calls
6. Outbound calls

A number that supports Voice may not support SMS.

A number that supports SMS may not be assigned for manual calls.

17. Viewing Available Numbers

Assigned numbers may appear in:

1. My Phone Numbers
2. Softphone number selector
3. Campaign calling controls
4. SMS Management
5. Calling Session

The Agent should confirm:

1. The number is Active
2. The number belongs to the parent Customer
3. Voice capability is enabled for calls
4. SMS capability is enabled for messages
5. The number is assigned to the Agent
6. The number is not reserved for an AI Agent

18. Number Does Not Appear

If an assigned number is missing:

1. Refresh the number selector.
2. Sign out and sign back in.
3. Confirm that the number supports the required feature.
4. Confirm that the Customer Owner assigned it to the Agent.
5. Confirm that the number was not assigned to an AI Agent.
6. Confirm that a SIP number was synchronized when applicable.
7. Contact the Customer Owner if it remains unavailable.

Agents cannot correct the ownership or purchasing status themselves.

19. Selecting the Correct Caller ID

Before making a call:

1. Open the number selector.
2. Review the available assigned numbers.
3. Select the number appropriate for the contact or campaign.
4. Confirm the selected caller ID before dialing.

Use the number assigned for the correct:

1. Department
2. Campaign
3. Geographic market
4. Business location
5. Customer service function

Do not use an unrelated department’s number simply because it appears in the list.

Part Four

Contacts and Contact Lists

20. Opening Contacts

To open the Customer’s authorized contact records:

1. Open the main navigation menu.
2. Select Contacts.

The Agent sees contacts belonging to the parent Customer according to assigned permissions.

Agents cannot access another Customer’s contacts.

21. Contact Information

A contact record may contain:

1. First name
2. Last name
3. Telephone number
4. Email address
5. Company
6. Website
7. Address
8. Tags
9. Notes
10. Status
11. Contact lists
12. Last-contacted date
13. Previous call results
14. Call history

Review the record before beginning a conversation.

22. Searching Contacts

Contacts may be searched by:

1. Name
2. Telephone number
3. Email address
4. Company
5. Tag

To search:

1. Open Contacts.
2. Enter the available information in the Search field.
3. Review the results.
4. Open the correct contact.

Clear the search field to return to the complete authorized list.

23. Contact Statuses

Contact statuses include:

Active

The contact is available for eligible calling.

Inactive

The contact is excluded from campaigns or normal calling activity.

DNC — Do Not Call

The contact is permanently excluded from calls.

Do not call an Inactive or DNC contact unless the Customer Owner has reviewed and lawfully changed the status.

24. Contact Lists

Contact Lists organize contacts for:

1. Campaigns
2. Sales teams
3. Customer service
4. Follow-up groups
5. Geographic markets
6. Calling Sessions

Agents may be allowed to view selected lists.

Creating, editing, importing, or deleting contact lists may require additional permissions.

25. Editing Contacts

An Agent should edit a contact only when permission is granted.

Appropriate updates may include:

1. Corrected spelling
2. Updated telephone number
3. Updated email
4. Company change
5. Approved notes
6. Status change based on a verified request

Do not overwrite accurate information without confirmation.

Do not store passwords, card numbers, identification numbers, or other unnecessary sensitive information in contact notes.

Part Five

Softphone and Manual Calling

26. Opening the Softphone

To open the browser Softphone:

1. Open the main navigation menu.
2. Select Softphone.

The Softphone is located at:

A floating Softphone button may also appear throughout the application.

27. Softphone Requirements

Before placing calls, confirm:

1. The browser is current
2. The website is using HTTPS
3. Microphone permission is allowed
4. Speakers or a headset are connected
5. The internet connection is stable
6. The Softphone shows Registered or Ready
7. An assigned Voice-capable number appears
8. The calls.make permission is active
9. The Customer account has sufficient credits

A headset is strongly recommended.

28. Allowing Microphone Access

When the browser asks for permission:

1. Select Allow.
2. Choose the correct microphone.
3. Choose the correct speaker or headset.
4. Wait for the Softphone to register.

If microphone access was previously denied:

1. Select the lock icon beside the website address.
2. Open site permissions.
3. Change Microphone to Allow.
4. Reload the page.

29. Softphone Statuses

The Softphone may display:

Offline

The browser telephone device is not connected.

Registering

The device is connecting to the telephone service.

Registered or Ready

The device can make and receive eligible calls.

Error

A permission, configuration, token, browser, or network problem occurred.

Do not attempt a call until the Softphone is Registered.

30. Making a Manual Call

To place a call:

1. Open the Softphone.
2. Wait for Registered status.
3. Select an assigned outbound number.
4. Enter the destination number.
5. Use international format when possible.
6. Enable recording only when authorized.
7. Click Make Call.
8. Wait for the destination to ring.
9. Begin speaking when the contact answers.

Example telephone-number format:

31. Call Status

During the call, the Softphone may display:

1. Dialing
2. Ringing
3. Connected
4. In Progress
5. Call Ended
6. Failed

The call timer begins when the call connects.

The final provider duration may differ slightly from the browser timer.

32. Muting the Call

To mute the microphone:

1. Click Mute during a connected call.
2. Confirm the muted indicator.
3. Click Unmute before speaking again.

Use Mute when:

1. Speaking privately to a supervisor
2. Reducing temporary background noise
3. Coughing
4. Reviewing information

Always confirm that the microphone is unmuted before continuing the conversation.

33. Placing a Caller on Hold

To place a caller on hold:

1. Explain that the caller will be placed on hold.
2. Click Hold.
3. Complete the necessary task.
4. Click Resume.
5. Thank the caller for waiting.

Do not leave callers on hold longer than necessary.

34. Using the Dial Pad

The Dial Pad sends telephone keypad tones during a connected call.

It may be used to:

1. Navigate an external phone menu
2. Enter an extension
3. Confirm a selection
4. Reach a department
5. Complete an IVR response

Press digits slowly when the external system does not recognize them immediately.

35. Ending the Call

To end a call:

1. Complete the conversation.
2. Confirm any agreed next step.
3. Inform the contact that the call is ending.
4. Click End Call.
5. Wait for the call to disconnect.
6. Complete the disposition and notes.

Do not close the browser tab to end a normal call.

Part Six

Incoming Calls and Call Queue

36. Receiving Incoming Calls

When an eligible call arrives, the Softphone may display:

1. Incoming Call
2. Caller number
3. Accept
4. Reject

To answer:

1. Confirm the Softphone is Registered.
2. Review the caller information.
3. Click Accept.
4. Use the approved business greeting.
5. Assist the caller.
6. Save notes and the outcome when required.

37. Rejecting a Call

To decline an incoming call:

1. Review the incoming notification.
2. Click Reject.

The call may disconnect or follow another route configured by the Customer Owner.

Reject calls only according to the Customer’s operating procedures.

38. Understanding the Call Queue

When the Customer Owner has enabled the Call Queue, incoming callers may wait until an authorized Agent becomes available.

Agents can view queue information belonging to the parent Customer.

Queue information may include:

1. Number of waiting callers
2. Queue name
3. Waiting entries
4. Wait time
5. Caller information when available

Agents cannot change:

1. Whether the queue is enabled
2. Maximum queue size
3. Maximum wait time
4. Queue greeting
5. Customer queue configuration

Those settings are controlled by the Customer Owner.

39. Taking a Queued Call

When the assigned interface provides a queue action:

1. Confirm the Softphone is Registered.
2. Confirm no other call is active.
3. Review the queue status.
4. Select the available action to take or dequeue the next caller.
5. Wait for the call to connect.
6. Greet the caller promptly.
7. Complete the call normally.
8. Save the required outcome.

The queue action may be hidden when the Agent does not have the necessary access.

40. Incoming Call Does Not Appear

Confirm:

1. The Softphone is Registered
2. The browser tab remains open
3. The Agent is not on another call
4. The assigned number supports Voice
5. The number is routed to the Agent
6. The headset is connected
7. Browser sound is enabled
8. The parent Customer’s queue or inbound routing is active

Contact the Customer Owner when routing must be changed.

Part Seven

Campaigns and Calling Sessions

41. Agent Campaign Access

Campaign access is permission-based.

An Agent may be authorized to:

1. View a campaign
2. Review campaign contacts
3. Make campaign-related calls
4. View campaign call results
5. Work assigned leads
6. Add call outcomes

Agents do not normally control:

1. Campaign billing
2. Customer credits
3. Global campaign configuration
4. Phone-number purchasing
5. AI Agent creation
6. Provider configuration

42. Reviewing a Campaign

Before working a campaign, review:

1. Campaign name
2. Purpose
3. Target audience
4. Assigned phone number
5. Contact list
6. Approved script
7. Required disclosures
8. Recording requirements
9. Call schedule
10. Expected disposition
11. Escalation process

Do not alter campaign messaging without authorization.

43. Contact Calling Sessions

A Calling Session allows an Agent to work through contacts one at a time.

The page may be located at:

A Calling Session may include:

1. Current contact
2. Contact position
3. Contact queue
4. Call Now
5. Previous
6. Next
7. Skip
8. Contact-list selector
9. Recent disposition
10. Automatic advancement

44. Starting a Calling Session

To begin:

1. Open Contacts or Contact Lists.
2. Select the authorized list.
3. Choose Start Calling or Calling Session.
4. Wait for the Softphone to register.
5. Review the first contact.
6. Click Call Now.
7. Complete the call.
8. Save the disposition.
9. Continue to the next contact.

45. Using Skip, Previous, and Next

Skip

Moves past the current contact without completing a call.

Use Skip when the record requires review or should be handled by another Agent.

Previous

Returns to the prior contact.

Next

Moves to the next available contact.

Do not use Skip instead of recording a Do Not Call request.

46. Automatic Advancement

After a contact-linked call:

1. The call ends.
2. The disposition form opens.
3. The Agent selects the outcome.
4. The Agent adds notes.
5. The outcome is saved.
6. The session advances to the next contact.

If the session does not advance, confirm that the disposition was successfully saved.

Part Eight

Dispositions, Notes, Callbacks, and Do Not Call

47. What Is a Disposition?

A disposition records the result of a call.

Available outcomes include:

1. Interested
2. Not Interested
3. Callback
4. Wrong Number
5. Voicemail
6. No Answer
7. Do Not Call

Select the most accurate result.

Dispositions affect reporting, follow-up activity, contact history, and possible automated sequences.

48. Interested

Select Interested when the contact expresses genuine interest.

Add notes describing:

1. Product or service
2. Questions
3. Requested information
4. Budget
5. Decision timeline
6. Agreed next step
7. Responsible team member

Do not mark a contact Interested only because they answered the telephone.

49. Not Interested

Select Not Interested when the contact declines but does not specifically request removal from future contact.

Record the reason when appropriate.

Examples include:

1. Not needed
2. Already has a provider
3. Price concern
4. Wrong timing
5. Needs internal approval

Use Do Not Call when the person explicitly requests no further calls.

50. Callback

Select Callback when the contact asks to be contacted later.

To schedule it:

1. Select Callback.
2. Enter the requested date.
3. Enter the requested time.
4. Confirm the time zone.
5. Add the reason for the callback.
6. Save the disposition.

Use the contact’s requested time rather than selecting an arbitrary time.

51. Wrong Number

Select Wrong Number when:

1. The intended person does not use the number
2. The number belongs to someone else
3. The record contains an incorrect number
4. The number is disconnected or invalid

Correct the contact record when permission allows.

Do not repeatedly call a confirmed wrong number.

52. Voicemail

Select Voicemail when the call reaches a voicemail system.

Add whether a message was left.

Example:

Follow the Customer’s approved voicemail script.

53. No Answer

Select No Answer when the telephone rings but no person or voicemail system answers.

A No Answer disposition may activate a Follow-Up Sequence.

Do not repeatedly redial immediately unless the campaign procedure specifically requires it.

54. Do Not Call

Select Do Not Call when the person requests that calls stop.

After receiving the request:

1. Acknowledge it professionally.
2. Do not argue.
3. Select Do Not Call.
4. Add a clear note.
5. Do not schedule another callback.
6. End the call politely.
7. Notify a supervisor if required.

A DNC contact is excluded from normal calling activity.

55. Writing Call Notes

Good notes are:

1. Brief
2. Factual
3. Professional
4. Relevant
5. Easy for another Agent to understand

Useful notes include:

1. Conversation summary
2. Contact questions
3. Objections
4. Requested follow-up
5. Corrected information
6. Escalation requirement
7. Callback details

Do not include:

1. Passwords
2. Payment-card numbers
3. Social Security numbers
4. Insults
5. Personal opinions
6. Unverified accusations
7. Unnecessary medical information

56. Saving the Disposition

To complete post-call work:

1. Select the correct disposition.
2. Add notes.
3. Enter callback information when applicable.
4. Review the entry.
5. Click Save.

Do not close the form without saving.

Calls without dispositions reduce reporting accuracy and make follow-up difficult.

Part Nine

Call History, Recordings, and Transcripts

57. Opening Call History

To review authorized calls:

1. Open the main navigation menu.
2. Select Call History or Calls.

The Call History page may include:

1. Total calls
2. Completed calls
3. Failed calls
4. In-progress calls
5. Inbound calls
6. Outbound calls
7. Duration
8. Cost
9. Contact
10. Campaign
11. Agent
12. Recording
13. Transcript

Agents see only the call information permitted for their account.

58. Searching and Filtering Calls

Call History may be searched by:

1. Telephone number
2. Contact name

Available filters may include:

1. Status
2. Call type
3. Date
4. Inbound or outbound
5. Campaign or manual call

Clear filters when a call does not appear in the expected results.

59. Understanding Call Statuses

Completed

The call connected and ended normally.

Failed

The call could not be completed.

Busy

The destination was already on another call.

No Answer

The destination did not answer.

Ringing

The call is currently ringing or was last reported in that state.

In Progress

The call is currently active or has not yet received its final status update.

60. Opening Call Details

To review a call:

1. Locate the call in Call History.
2. Select the View or Eye icon.
3. Review the detailed information.

Call Details may include:

1. From number
2. To number
3. Direction
4. Status
5. Duration
6. Cost
7. Contact
8. Agent
9. Campaign
10. Disposition
11. Notes
12. Callback date
13. Recording
14. Transcript
15. Provider information
16. Timestamps

61. Listening to a Recording

When a recording exists and the Agent has permission:

1. Open Call Details.
2. Locate the Recording section.
3. Click Play.
4. Use headphones in a private environment.
5. Pause or replay as needed.

Recordings may take time to appear after the call ends.

Do not download, copy, or distribute a recording unless authorized.

62. Reviewing a Transcript

When a transcript is available:

1. Open Call Details.
2. Locate the Transcript section.
3. Read the complete conversation.
4. Compare the transcript with the call notes and disposition.
5. Report significant transcription errors when necessary.

Transcripts may contain errors caused by:

1. Background noise
2. Accents
3. Low call quality
4. Multiple speakers
5. Unfamiliar names
6. Telephone compression

The recording is generally more authoritative than an automated transcript.

63. Protecting Recordings and Transcripts

Recordings and transcripts may contain private business or customer information.

Agents should:

1. Access them only for business purposes
2. Use headphones
3. Avoid public spaces
4. Avoid unauthorized downloads
5. Avoid copying content into personal tools
6. Follow retention and privacy policies
7. Report improper access

Never post recordings or transcripts publicly.

Part Ten

SMS Conversations

64. Agent SMS Access

SMS access is permission-based.

An Agent may use SMS only when:

1. The Customer Owner has enabled access
2. An SMS-capable number is assigned
3. The number belongs to the parent Customer
4. The Agent has permission to access the conversation
5. The Customer has sufficient credits when applicable

Agents do not purchase SMS numbers or configure the platform’s SMS provider.

65. Opening SMS Conversations

To open messaging:

1. Open the main navigation menu.
2. Select SMS.
3. Select Conversations.

The conversation page may be located at:

The Agent may see conversations connected to authorized Customer numbers.

66. Understanding SMS Conversations

A conversation may display:

1. Contact name
2. Contact telephone number
3. Business telephone number
4. Message history
5. Inbound messages
6. Outbound messages
7. AI-generated messages
8. Last-message time
9. Unread count
10. Conversation status

Select a conversation to view its complete message history.

67. Replying to an SMS Message

To reply:

1. Open the required conversation.
2. Review the entire recent message history.
3. Enter the response.
4. Confirm that the message is accurate.
5. Click Send.

The message is sent from the business number connected to that conversation.

The reply field supports up to approximately 1,600 characters, but shorter messages are recommended.

68. SMS Writing Practices

Messages should:

1. Identify the business when necessary
2. Answer the customer clearly
3. Remain professional
4. Avoid unnecessary abbreviations
5. Avoid confidential information
6. Include an approved next step
7. Respect opt-out requests
8. Use approved links

Do not send personal opinions or unapproved promises.

69. SMS Opt-Out Requests

When a contact sends:

1. STOP
2. UNSUBSCRIBE
3. CANCEL
4. END
5. QUIT
6. Another clear opt-out request

The Agent should:

1. Stop promotional messaging.
2. Avoid arguing with the recipient.
3. Record the request.
4. Notify the Customer Owner if required.
5. Confirm that the contact is marked appropriately.

Do not continue messaging a person who has withdrawn consent.

Part Eleven

Daily Agent Workflow

70. Beginning the Workday

At the beginning of each shift:

1. Sign in using the Agent account.
2. Confirm two-factor access.
3. Review announcements from the Customer Owner.
4. Open the Softphone.
5. Allow microphone access.
6. Confirm Registered status.
7. Confirm the correct assigned number.
8. Test the headset.
9. Review callbacks.
10. Review the assigned contact list or campaign.
11. Review queue status when applicable.
12. Begin calling only after the system is ready.

71. During the Workday

During calling activity:

1. Review each contact before dialing
2. Use the correct assigned number
3. Follow the approved script
4. Respect calling-hour restrictions
5. Provide recording notices when required
6. Use Hold and Mute appropriately
7. Record accurate dispositions
8. Add professional notes
9. Schedule callbacks accurately
10. Honor DNC requests immediately
11. Monitor SMS conversations when assigned
12. Report technical problems promptly

72. Ending the Workday

Before ending the shift:

1. Complete active calls.
2. Save all pending dispositions.
3. Save notes.
4. Review scheduled callbacks.
5. Review unanswered SMS conversations.
6. Confirm no callers remain assigned to the Agent.
7. Minimize or close the Softphone after all calls end.
8. Sign out.
9. Disconnect the headset when required.

Do not leave the Agent account signed in on a shared computer.

Part Twelve

Troubleshooting

73. Agent Cannot Sign In

Confirm:

1. Email address
2. Password
3. Account status
4. Email verification
5. Two-factor code
6. Internet connection

Use Forgot Password when necessary.

Contact the Customer Owner when the account may be inactive.

74. Menu or Feature Is Missing

A feature may be missing because:

1. The Agent lacks permission
2. The Customer Owner disabled it
3. The Customer plan does not include it
4. The required phone number is not assigned
5. The feature is Customer Owner-only

Sign out and back in after the Customer Owner changes permissions.

75. Softphone Remains Offline

Confirm:

1. Browser internet access
2. HTTPS
3. Microphone permission
4. Current browser version
5. Active login session
6. Voice-service availability

Reload once after correcting the issue.

76. Softphone Remains Registering

Possible causes include:

1. Slow network
2. Expired session
3. Voice-token failure
4. Browser restriction
5. Provider interruption

Try:

1. Refreshing the page.
2. Signing out and back in.
3. Testing another supported browser.
4. Contacting the Customer Owner or support.

77. Call Button Is Disabled

The call button may be disabled because:

1. The device is not Registered
2. No outbound number is selected
3. The destination is incomplete
4. Another call is active
5. The Agent lacks calls.make
6. Voice service is unavailable

Correct the displayed issue before retrying.

78. Call Fails Immediately

Possible causes include:

1. Invalid destination number
2. Geographic restriction
3. Insufficient Customer credits
4. Inactive assigned number
5. Provider problem
6. Missing permission
7. Network interruption

Review the error and Call History.

Do not repeatedly redial until the reason is understood.

79. Contact Cannot Hear the Agent

Check:

1. Mute status
2. Headset mute button
3. Browser microphone permission
4. Correct microphone selection
5. Operating-system input volume
6. Network quality

Test the microphone before calling again.

80. Agent Cannot Hear the Contact

Check:

1. Headset volume
2. Computer volume
3. Browser output device
4. Bluetooth connection
5. Hold status
6. Browser tab mute
7. Network stability

81. One-Way Audio

One-way audio may be caused by:

1. Firewall restrictions
2. VPN
3. Browser audio routing
4. SIP or PBX configuration
5. Network quality
6. Provider media problems

Report recurring one-way audio to the Customer Owner or technical administrator.

82. Number Is Missing

Confirm:

1. The number is assigned to the Agent
2. The number is Active
3. Voice or SMS capability is enabled
4. The number is not assigned to an AI Agent
5. SIP synchronization has completed
6. The number selector was refreshed

83. Disposition Will Not Save

Confirm:

1. A disposition is selected
2. Required callback information is complete
3. The session remains active
4. The call record exists
5. The Agent has permission
6. The browser has internet access

Copy important notes before refreshing the page.

84. Recording Is Missing

A recording may be unavailable because:

1. Recording was not enabled
2. Consent settings prevented recording
3. The provider is still processing it
4. The call never connected
5. The recording callback failed
6. The Agent lacks access

Wait briefly and refresh Call Details.

85. Transcript Is Missing

A transcript may be unavailable because:

1. No recording exists
2. Transcription has not completed
3. The call was too short
4. Audio quality was poor
5. Transcription is disabled
6. The Agent lacks access

The Agent can still save notes based on the actual conversation.

86. SMS Cannot Be Sent

Confirm:

1. SMS access is enabled
2. The number supports SMS
3. The conversation belongs to the Customer
4. The recipient number is valid
5. The message is not empty
6. The message is within the length limit
7. The Customer has credits
8. The recipient has not opted out

87. Queue Appears but Settings Cannot Be Changed

This is expected.

Agents may view the parent Customer’s queue status but cannot manage queue settings.

The Customer Owner controls:

1. Queue activation
2. Queue size
3. Wait time
4. Greeting message

Part Thirteen

Agent Security and Performance Standards

88. Account Security

Agents must:

1. Use their own login
2. Keep passwords private
3. Enable two-factor authentication
4. Protect recovery codes
5. Sign out of shared devices
6. Report suspicious activity
7. Avoid saving passwords in public browsers
8. Avoid sharing screenshots containing private data

89. Customer Information Protection

Agents should access only information required for their work.

Do not:

1. Download contact data without authorization
2. Copy recordings into personal storage
3. Send transcripts to unauthorized people
4. Photograph customer records
5. Discuss customers in public areas
6. Enter private data into unapproved AI tools
7. Use customer information for personal purposes

90. Professional Communication

Agents should:

1. Identify the business
2. Speak clearly
3. Listen without interrupting
4. Remain respectful
5. Avoid misleading claims
6. Avoid promising unapproved outcomes
7. Confirm important details
8. Record accurate notes
9. Escalate when necessary

91. Escalating a Call

Escalate the interaction when:

1. The customer asks for a supervisor
2. The issue exceeds Agent authority
3. A refund or billing adjustment is requested
4. A legal threat is made
5. Sensitive account verification is required
6. The caller reports fraud
7. The caller becomes abusive
8. The Agent is unsure of the correct answer
9. A technical failure prevents resolution

Follow the Customer Owner’s escalation procedure.

92. Agent Quality Checklist

Before each call:

1. Correct contact selected
2. Correct caller ID selected
3. Contact is Active
4. No DNC restriction
5. Approved script available
6. Headset working

During each call:

1. Business identified
2. Purpose explained
3. Recording notice provided when required
4. Contact treated professionally
5. Information confirmed

After each call:

1. Correct disposition selected
2. Notes saved
3. Callback scheduled when requested
4. DNC request recorded
5. Required escalation completed

93. Chapter Summary

The AIUNIFY Call Center Agent account allows authorized team members to work with the parent Customer’s contacts, assigned phone numbers, calls, queues, campaigns, calling sessions, recordings, transcripts, and SMS conversations.

Agent access is permission-based.

The calls.make permission is normally required for manual calling.

Agents can maintain their own profile, password, two-factor authentication, and appearance settings.

Agents use assigned Voice-capable numbers to make and receive calls through the browser Softphone.

The Softphone supports:

1. Outbound calls
2. Incoming calls
3. Mute
4. Hold and Resume
5. DTMF keypad
6. Call timer
7. Recording selection
8. Contact-linked calling

Agents can work through authorized contact lists using Calling Sessions and save outcomes such as:

1. Interested
2. Not Interested
3. Callback
4. Wrong Number
5. Voicemail
6. No Answer
7. Do Not Call

Call History provides authorized access to call statuses, duration, cost, Agent information, recordings, transcripts, notes, and dispositions.

SMS Conversations may be available when the Agent has permission and an SMS-capable Customer number is assigned.

Agents may view their parent Customer’s call queue but cannot change the queue settings.

Agents do not manage Customer billing, KYC, API keys, AI Agents, Knowledge Bases, CRM integrations, SIP trunks, phone-number purchasing, Agent accounts, or platform administration.

Every Agent should protect account credentials, respect contact permissions, honor opt-out requests, document calls accurately, and follow the Customer Owner’s approved communication procedures.