Call Center VoIP Features That Drive Results
Univision Computers helps you deploy a call center phone system built for performance, visibility, and customer satisfaction.
Inbound Call Center Features
Auto Attendant (IVR) to route callers efficiently
Skills-based and time-based routing
Call queues with estimated wait time and hold music
Ring groups for departments and support teams
Caller ID, call pop support (where supported) and call notes
After-hours and holiday call flows
Voicemail-to-email and missed call alerts
Outbound & Sales Features
Click-to-call (where supported by your CRM/softphone setup)
Power/preview dialing options (platform-dependent)
Call recording for QA, compliance, and coaching
Live call monitoring: listen, whisper, barge-in (supervisor tools)
Agent Tools
Softphones for desktop and mobile
Hot desking for shared workstations
Call transfers (warm/cold), hold, park, and paging
Internal extensions & team messaging (platform-dependent)
Presence/availability indicators
Analytics & Reporting
Agent performance dashboards
Queue statistics (ASA, abandoned calls, wait times)
Call detail records (CDRs)
Recording libraries and audit trails
Our Process: From Assessment to Go-Live
Univision Computers makes it simple to move to a call center-ready VoIP system.
Discovery & Needs Assessment
We map your call flows, staffing, hours, and goals.
Solution Design
IVR menus, queues, routing rules, extensions, and reporting setup.
Network Readiness Check
We evaluate bandwidth, router/firewall, and QoS to ensure excellent call quality.
Implementation & Number Porting
Keep your existing numbers or provision new ones.
Agent & Supervisor Training
Your team learns quickly with hands-on training.
Ongoing Support & Optimization
We help you refine call routing and performance over time.
Call Quality Matters: VoIP Done the Right Way
Call quality is one of the biggest reasons call centers hesitate to switch to VoIP—and it’s also the biggest reason some deployments fail. At Univision Computers, we approach Call Center VoIP as a complete voice-and-network solution, not “just an app.” Clear, reliable conversations depend on the health of your internet connection, the way your network prioritizes voice traffic, and the hardware your agents use every day. That’s why we start with network readiness: confirming you have enough bandwidth for peak call volume, checking latency, jitter, and packet loss, and ensuring your router/firewall and switches can properly support real-time voice. We then configure Quality of Service (QoS) so voice packets are prioritized over non-critical traffic (like large downloads, streaming, or guest Wi‑Fi), and we recommend sensible segmentation (such as a dedicated VLAN for voice) to reduce congestion and keep calls crisp during busy hours.
We also help you build resiliency into your call center so a single outage doesn’t take you offline. Depending on your environment, that can include secondary internet, automatic failover routing, and safe continuity options for remote agents. On the endpoint side, we guide you toward the right desk phones or professional-grade headsets, because mic quality, echo cancellation, and consistent device drivers make a measurable difference in how customers perceive your team. Finally, we take security and stability seriously—hardening configurations to reduce spam calls, toll fraud, and misrouted traffic, while keeping your system simple for agents to use. The result is VoIP that sounds professional, stays stable under load, and delivers the kind of call experience your customers expect from a modern call center.
Call Center VoIP FAQs
How many agents can Call Center VoIP support?
Call Center VoIP can support small teams and scale to larger operations depending on the platform and your network. We design around your current agent count, peak concurrent calls, and growth plans so you don’t overpay or outgrow the system.
Can we keep our existing phone numbers?
Yes, in most cases you can port (transfer) your current numbers. We’ll confirm porting eligibility, submit the request, and plan cutover to reduce disruption. If you need new local or toll-free numbers, we can provision those too.
How long does it take to set up?
Timelines vary based on call flows, number porting, and how many agents/queues you need. A basic setup can be deployed quickly, while more complex call centers (multiple queues, departments, locations, and integrations) take longer. We’ll provide a clear implementation plan and go-live date.
Will it work for remote or hybrid agents?
Yes. Remote agents can use a desktop softphone, mobile app, or VoIP desk phone (depending on your setup). The key is a stable internet connection and the right configuration for call quality and security.
What internet speed do we need for good call quality?
It’s less about “headline speed” and more about consistent bandwidth and low latency/jitter during peak hours. We assess your network, estimate call concurrency, and recommend QoS and connectivity improvements so voice stays clear when traffic is heavy.
Do you provide call recording?
Yes, call recording is available on most call center VoIP platforms. We can configure always-on or on-demand recording, retention policies, and access controls. If you have compliance requirements, we’ll align the setup to your policies.
Is Call Center VoIP compliant (HIPAA/PCI, etc.)?
Compliance depends on your industry, workflows, and the specific provider/features in use. We can help you evaluate options and implement best practices (access controls, retention, encryption where available). For regulated environments, we recommend confirming requirements with your compliance/legal team.
Can we create IVR menus and call routing rules?
Yes. We can set up Auto Attendants (IVR), business-hour routing, holiday schedules, skills-based routing (where supported), overflow rules, and after-hours voicemail/callback options—so callers reach the right team faster.
Do you support call queues and wait-time messaging?
Yes. Call queues can include hold music, comfort messages, position-in-queue and estimated wait (platform-dependent), and overflow routing to another queue, ring group, or voicemail when volume spikes.
Can supervisors monitor calls (listen/whisper/barge)?
Most call center-ready platforms support supervisor tools like live monitoring, whisper coaching, and barge-in. We’ll confirm availability based on the solution you choose and configure permissions by role.
What happens if the internet goes down?
We can set up continuity options such as automatic call forwarding, routing to backup numbers, or moving agents to mobile/alternate connections. We can also recommend secondary internet or failover for higher uptime.
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