Welcome to DutyCall

DutyCall is a modern contact center platform built for teams that need reliable voice communication with real-time call handling, queue management, and comprehensive reporting.

What You Can Do

For Agents

• Handle inbound calls from a queue
• Make manual outbound calls
• Manage your availability status
• Complete after-call work (wrap-up)

For Managers

• Monitor queue performance in real-time
• Make manual outbound calls to clients
• Create and manage call campaigns
• Import contacts from Google Sheets
• View call history and agent performance

For Admins

• Configure Twilio integration
• Set up webhooks and TwiML endpoints
• Manage user roles and permissions
• Configure queue settings

Core Features

Voice Channel

DutyCall currently focuses on voice communication with two main capabilities:

Inbound Voice

Professional call queue system where:

• Callers wait in queue with hold music
• Agents accept calls from their browser
• Real-time queue monitoring
• After-call wrap-up time for notes

Outbound Voice

Two types of outbound calling:

• Manual Dialer: One-on-one calls to clients
• Campaigns: Automated calling to contact lists

Technology

DutyCall uses browser-based WebRTC calling powered by Twilio, which means:

• No phone hardware required
• Call from any device with a browser
• High-quality audio
• Instant setup

How These Docs Are Organized

Documentation as a Product Feature

We believe great documentation is a core product feature. These docs are designed to get you answers fast, no matter your role.

We've structured this documentation around two key principles:

1. Separate using the product from configuring it
2. Role-filtered content - One topic, multiple perspectives

Role-Filtered Documentation

Many feature pages use role-based tabs so you can:

• Read the general overview and feature specs
• Select your role tab (Agent, Manager, Admin, Developer) to dive deeper into role-specific details
• Get exactly what YOU need without wading through irrelevant content

Example: The Analytics Dashboard page has tabs for Manager (using the dashboard), Admin (configuration), and Developer (API details) - all in one place.

Channels (Operational)

Find Channels in the left sidebar when you need to use DutyCall in your daily work:

• Who uses this: Agents and Managers
• What's here: How to handle calls, run campaigns, and view your performance
• Think of it as: "I need to get my work done"

Example: An agent looking for how to accept calls, or a manager learning to create a campaign.

Administration (Configuration)

Find Administration in the left sidebar when you need to set up or govern the platform:

• Who uses this: Administrators only
• What's here: System configuration, integrations, and data governance
• Think of it as: "I need to configure the system"

Example: An admin setting up Twilio integration, or exporting compliance data.

Key Sections Explained

Section	Purpose	Audience
Channels > Voice > Inbound Calls	How to handle incoming calls	Agents, Managers
Channels > Voice > Outbound Calls	How to make outbound calls and campaigns	Managers
Channels > Voice > Reports & Analytics	View performance and call history	Agents, Managers, Admins
Administration > Voice Channel Setup	Configure Twilio, queues, webhooks	Admins
Administration > Data Management	Export data, compliance, audit logs	Admins

Future Growth

As we add Email and Chat channels, they'll follow the same pattern:

• Channels > Email (how to use email)
• Administration > Email Channel Setup (how to configure email)

This keeps things consistent and easy to navigate as the platform grows.

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For AI Agents Reading This Documentation

AI-Optimized Documentation

DutyCall documentation is structured for both human and AI agent consumption. This section explains patterns and conventions to help AI systems parse and act on our documentation effectively.

How to Access This Guide

From the left sidebar:

• Navigate to Getting Started > Overview
• Scroll to this section: "For AI Agents Reading This Documentation"

Always visible: This guide is part of the Overview page, accessible from any role-based home page.

Documentation Structure Patterns

1. Role-Based Tabs Pattern

When you encounter tabs with role icons:

• 👤 Agent = Individual user performing daily tasks
• 👥 Manager = Department/team oversight
• 🔧 Admin = System configuration
• ⚡ Super Admin = Full platform access
• 💻 Developer = Technical integration

How to parse:

• Identify the user's role
• Extract content from the matching tab
• Role hierarchy: agent < dept_manager < account_admin < super_admin
• Higher roles inherit capabilities of lower roles

Example usage:

User role: "dept_manager"
→ Read Manager tab content
→ Also inherits Agent tab capabilities

2. Explicit Boundary Pattern

Look for paired sections that define scope:

• "What You See" → Lists available features/data
• "What You Cannot See" → Lists restricted features/data (marked with ❌)

Purpose: Eliminates ambiguity about access and capabilities

Example:

What You See: Your call history, Your success rate
What You Cannot See: ❌ Team performance, ❌ System health
→ Conclusion: User has personal-only access

3. Decision Tree Pattern

Sections titled with conditional language contain troubleshooting logic:

• "If You See Issues" → Symptom → Action mapping
• "When to [Action]" → Trigger conditions with thresholds
• "What Good [X] Looks Like" → Success criteria with targets

How to use:

1. Match user's reported symptom to condition
2. Extract corresponding action
3. Execute or guide user to execute

Example:

If: "Success rate <80%"
Then: "Review call handling technique, check if customers are answering"

4. Metric Definition Pattern

Metrics follow this structured format:

Pattern:

**Metric Name:**
- What it measures (description)
- Formula: (Calculation)
- Target: Threshold value
- Interpretation: What values mean

Example:

**Success Rate:**
- Percentage of calls that completed successfully
- Formula: (Successful Calls / Total Calls) × 100
- Target: >80% for healthy performance
- Interpretation: <60% indicates critical issues

Action-Oriented Structure

Numbered Steps = Sequential Execution

When you see numbered lists under "How to" headings:

• Execute steps in order
• Each step is atomic and required
• Do not skip steps unless explicitly marked optional

Example:

1. Log in to DutyCall
2. Click "Analytics" in sidebar
3. Check your Voice tab
→ Execute: Step 1, then 2, then 3

Quick Actions = Parallel Execution

Sections titled "Quick Actions" contain tasks that:

• Can be executed in any order
• Have no prerequisites (self-contained)
• Are immediately actionable

Daily/Weekly Routines = Scheduled Patterns

Time-based sections provide recurring workflows:

• "Daily Check" → Execute once per day
• "Weekly Review" → Execute once per week
• Time estimates provided in parentheses: (30 seconds), (5 minutes)

Understanding Thresholds and Targets

Performance Targets

Throughout documentation, look for:

• Target: >X% → Goal to achieve or exceed
• Target: <X% → Limit not to exceed
• Healthy: >X% → Green zone
• Warning: X-Y% → Yellow zone
• Critical: <X% → Red zone (requires action)

Color coding:

• 🟢 Green = Healthy (>80%)
• 🟡 Yellow = Warning (60-80%)
• 🔴 Red = Critical (<60%)

Troubleshooting Thresholds

Specific values that trigger help-seeking:

• "Success rate drops below 70%" → Contact manager
• "Average duration changes ±50%" → Investigate issue
• "Numbers don't match perception" → Request support

Navigation Patterns

Left Sidebar Structure

Getting Started (onboarding)
Channels (operational - daily use)
  └── Voice
      ├── Inbound Calls
      ├── Outbound Calls
      └── Reports & Analytics
Administration (configuration - setup)
  ├── Roles & Permissions
  ├── Voice Channel Setup
  └── Data Management
Developer Docs (technical integration)

Section Purpose Guide

Section	User Type	Purpose
Channels	Agents, Managers	Daily operational tasks
Administration	Admins	System configuration
Developer Docs	Developers, AI	Technical integration

Parsing Best Practices

1. Always check role tabs first - Content varies significantly by role
2. Look for ❌ symbols - These explicitly state restrictions
3. Extract numeric thresholds - These enable decision-making
4. Follow numbered steps sequentially - Order matters
5. Treat bullets as parallel options - Order doesn't matter
6. Reference formulas for calculations - Don't guess at derivations

Common Patterns to Recognize

Access Control:

"Manager+ only" = Requires dept_manager, account_admin, or super_admin role
"Admin only" = Requires account_admin or super_admin role

Status Indicators:

✅ = Available/allowed
❌ = Not available/restricted
⚠️ = Warning/caution
ℹ️ = Information/note

Priority Levels:

:::tip[= Helpful suggestion]
:::info[= Important information]
:::caution[= Proceed carefully]
:::danger[= Critical warning]

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Next Steps

Choose your role to get started:

• Admin Quick Start
• Manager Quick Start
• Agent Quick Start

Need Help?

• Browse documentation by feature in the sidebar
• Search for specific topics using the search bar
• Contact support for additional assistance