> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stchat.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Center

> Call Center overview: make and receive calls over WhatsApp, numbers, history and quality.

Voice minutes are set by the agency's plan.

## What it is for

The **Call Center** makes and receives voice calls over WhatsApp, right in the browser. Calls are logged, with recording, transcription and analysis when you turn those features on. Inside the module, the voice feature is called **Voicer**.

## Who can do it

It appears if the agency has enabled the Voice module for the organization. Without the module, the screen shows the module-not-enabled notice.

Each role sees different parts:

* **Everyone** sees **Now**, **Callbacks**, **History** and **Reports**.
* **Owner, Admin and Supervisor** can enter **Settings** (the Supervisor only the **Teams and breaks** tab) and see the **Live team** layer.
* **Owner and Admin** change numbers, routing, hours, recording and redial.

## Where to click

Open **Call Center** in the menu. At the top there are four tabs:

| Tab | What it has |
| - | - |
| **Now** | The dialer, the incoming call notice and the call in progress. It has two layers: **My desk** and **Live team**. |
| **Callbacks** | Calls that you or the team agreed to make. |
| **History** | All calls, with recording, transcription and review. |
| **Reports** | The **Call connection** report. |

The **Numbers and Voicer** button (in the **Now** tab) opens the **Settings**, where the numbers and rules are.

## Step by step

**1. Confirm there is a number ready**

See [Voice numbers](https://docs.stchat.app/en/subcontas/numeros-de-voz.md). Without a connected number, there is no way to call.

**2. Call or answer**

See [Make and receive calls](https://docs.stchat.app/en/subcontas/fazer-e-receber-ligacoes.md).

**3. Record how it went**

After the call, choose the outcome and, if needed, create a callback.

**4. Follow the results**

See [Call history and quality](https://docs.stchat.app/en/subcontas/historico-e-qualidade-das-ligacoes.md).

## What happens next

Each call goes into **History** with date, duration, who answered and the outcome. Dates and times appear in the time zone of each user's browser.

## Common errors

* **"No number connected to this account."** The dialer has nowhere to call from. Connect a number in **Settings › Channels**.
* **"Calls are not enabled for this number."** Voicer is not active on that number. See [Voice numbers](https://docs.stchat.app/en/subcontas/numeros-de-voz.md).
* **"Module not enabled."** Ask the agency to enable the Voice module.

## Next step

* [Make and receive calls](https://docs.stchat.app/en/subcontas/fazer-e-receber-ligacoes.md)
* [Voice numbers](https://docs.stchat.app/en/subcontas/numeros-de-voz.md)
* [Call history and quality](https://docs.stchat.app/en/subcontas/historico-e-qualidade-das-ligacoes.md)
* [List dialer and voice campaigns](https://docs.stchat.app/en/subcontas/discador-e-campanhas.md)


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