How to Set Up Your Call Center

1.

How to Set Up Your Call Center

2.

How to Add a Phone Line and Set Its Business Hours

3.

How to Add a Call Queue and Assign Agents to It

4.

How to Set Up an Interactive Voice Response (IVR) Flow

5.

How to Customize the Audio Callers Hear While Waiting

How to Set Up Your Call Center

In this tutorial, we show you how to set up your call center. You’ll see how to add a phone line and set its business hours, set up a call queue and interactive voice response (IVR) flow and customize the audio callers hear while waiting or on hold. With Wix Answers, your call center comes built-in and works as part of your complete suite of customer support tools.

To get started, sign in to Wix Answers. Hover over Settings  in the side panel, then select Call Center.

01 Add a Phone Line

  1. Click Add New Line.

  2. Add a name and short description for your new line and click Next.

  3. Select a country and whether you want a local or toll free number. You can also select a specific area code or pattern of digits. When you’re ready, click Next.

  4. Choose a phone number from the list and click Create Line.

By default, this line is active and set to receive incoming calls. You can make it inactive by clicking Manage and then using the toggle.

02 Set the Phone Line’s Business Hours

Set your line’s business hours to define when it’s open.
 

  1. From the menu at the top, click the Business Hours tab and then click Edit.

  2. Set specific hours for each day of the week or click the three dots to set the same hours for all days.

  3. Use the toggles to set the days you work and when you’re ready, click Save.

03 Create a Message for Outside Business Hours

Set the message people hear when they call outside of the line’s business hours.
 

  1. Click Change.

  2. Choose Text to Speech or Recorded Sound File and follow the directions.

  3. When you’re ready, click Save.


Click Add Downtime to schedule the phone line to be closed for a certain time period, like for a holiday or vacation. Set the days you’ll be away and the message customers will hear when they call during that time.

04 Add a Queue

Queues help route your inbound calls to the right agent. You already have a default queue but you can add as many queues as you need. For example, you may want to have a billing or sales queue.

 

Click the “back” button to return to call center settings and from the menu at the top, click the Queues tab.

 

  1. Click Add New Queue.

  2. Add the queue name, language and a description and click Create.

05 Assign Agents to a Queue

You can assign agents to a queue based on skill or expertise.

 

Click Add Assignees to assign agents to this queue. You can assign any agent that’s been added to your Wix Answers account.

06 Create an IVR Flow

An IVR flow directs callers to a specific queue or message using digital or voice input. You already have a default IVR flow routing incoming calls to your default queue. When users call, this is where they’ll be sent. You can edit the default IVR flow or create new ones.

Click the “back” button to return to call center settings and from the menu at the top, click the Queues tab.

 

  1. Click Create New IVR Flow and give it a name and then click Create.

  2. Click Add Welcome Message to let callers know they’ve reached the right place. Choose Text to Speech or Recorded Sound File and follow the directions.

  3. When you’re ready, click Save. You can add additional messages to follow your welcome message to direct users to a more specific queue or click Done.

  4. Click Add Action and choose:

    1. Route Call

    2. Hang Up

    3. Digit Input

  5. ​​Follow the directions.

  6. Click Add User Input to add more digit or voice inputs.

  7. When you’re done, click Save.

07 Connect an IVR Flow to a Line

From the menu at the top, click the Lines tab. Click Manage next to the line you want to connect. Then, select the IVR flow. We recommend calling the phone number to make sure everything’s working the way you want.

08 Customize the Audio Callers Hear While Waiting

You can customize the audio callers hear while waiting in a queue or on hold.

 

Click the “back” button to return to call center settings and from the menu at the top, click the General tab.

 

To change the default music a caller will hear while waiting in a queue or on hold, click Replace. Select the audio file you want and click Open.

For more guidance on setting up your call center, visit the Wix Answers Help Center, also powered by Wix Answers.

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Get Wix Answers, the help desk software that makes it easy to support your customers. Wix Answers comes with live chat, a help center, ticketing system, and built-in call center. With our easy to use customer support software, you’ll have all the tools you need to support your customers and your business.

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