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

# Call center

> Run live voice support with operators, AI agents, queues, transcripts, and assist controls.

## What it is

Sippet's call center combines AI agents and human operators in the same live voice workflow.

Use it to:

* handle inbound and outbound calls
* route live calls to queues and available operators
* let AI agents start, continue, or hand off conversations
* review transcripts, participants, and AI activity after the call

## In the console

The main voice workflow spans:

* `Call center`: live queue and operator activity
* `Conversations`: follow-up context and recent interaction state
* `AI agents`: agent behavior for voice sessions
* `Settings > Telephony & SMS`: numbers, gateways, and caller routing

## Key concepts

* `Calls`: the live voice sessions themselves
* `Queues`: the place operators pull or accept work from
* `Operator status`: whether a person is available for live call work
* `Participants`: who joined a call, including operator and AI legs
* `Transcripts`: the running conversation text for review and QA
* `Operator assist`: actions like barge or resume when a person needs to step in

## Common setup decisions

* Decide which phone numbers should route to AI first and which should go straight to operators.
* Decide whether operators accept queue entries manually or primarily handle escalations.
* Decide which AI agents are safe to publish for live voice before assigning them to numbers.

## Related pages

* [Set up a basic inbound and outbound call workflow](/console/call-center-guide)
* [Custom SIP trunking](/console/custom-sip-trunking)
* [AI agents](/console/ai-agents)
* [Conversations & memory](/console/conversations-memory)