> This page is for Cloud Call Center. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.hams.ai/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.hams.ai/_mcp/server. # Overview > Learn what Cloud Call Center does, where each page is in the dashboard, and how to set up your first inbound calls. Cloud Call Center is the voice part of Hams. It handles phone numbers, call flows, queues, agents on softphones, recordings, and reports. You use the same dashboard as for your chat channels. Teams that take and make many calls use it to see live figures and to route calls. The call records stay next to the messages of the customer. ![The Cloud Call Center dashboard: call volume, answer rate, and talk time for the period, with call outcomes by queue and the busiest agents.](/_fern-img/8836827a06a7808c0d0ae5cf47c526b9d90103970249768c5e2f50095478c924.webp) ## Switch between products The sidebar has a product switcher under the account name. Use it to move the dashboard between **Omni Channel** and **Cloud Call Center**. The sidebar then shows the pages of the other product. Your account, your login, and your contacts are the same in both products. A call shows on the timeline of a contact. You can open it from either product. ## Find the pages | Sidebar item | Path | Use it to | Who can open it | | --------------------------------------- | -------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------ | | **Dashboard** | `/call-center` | See metric cards, call outcomes, and top agents. See [Dashboard and live data](/cloud-call-center/live-data). | Administrators and agents. An agent sees only their own calls. | | **Agent Console** | `/call-center/agent-console` | Set your status, watch your queues, use your phone, and see your voicemail and recent calls. See [Agent console](/cloud-call-center/agent-console). | Administrators and agents | | **Live Monitoring** | `/call-center/live-data` | See live calls, queues, and agents. See [Dashboard and live data](/cloud-call-center/live-data). | Administrators | | **Campaigns** | `/call-center/campaigns` | Dial a list of contacts automatically. See [Campaigns](/cloud-call-center/campaigns). | Administrators | | **Call History** | `/call-center/call-history` | Find the calls that you can see and read the timeline of each call. Administrators also play the recordings. See [Call history and recordings](/cloud-call-center/call-history). | Administrators and agents | | **Voicemail** | `/call-center/voicemail` | Listen to the messages in your voicemail boxes. See [Voicemail](/cloud-call-center/voicemail). | Administrators and agents | | **Reports** › **Queues** and **Agents** | `/call-center/reports/queue` and `/call-center/reports/agents` | Read queue and agent figures for the whole account. See [Reports](/cloud-call-center/reports). | Administrators | | **Reports** › **Post-call analysis** | `/call-center/reports/call-analysis` | Read the results of the AI analysis of your calls. See [Post-call analysis](/cloud-call-center/post-call-analysis). | Administrators. Hams support turns on **Post-call Analysis** for your account. | | **Call Flows** | `/call-center/call-flows` | Build how the system routes a call. See [Call flows](/cloud-call-center/call-flows). | Administrators | | **AI** › **Analysis profiles** | `/call-center/call-analysis/profiles` | Set what the AI analysis looks for in a call. See [Post-call analysis](/cloud-call-center/post-call-analysis). | Administrators. Hams support turns on **Post-call Analysis** for your account. | | **Developer** | `/call-center/developer/api-keys` | Set API keys and webhooks, and read the events. See [Quickstart](/cloud-call-center/api/quickstart). | Administrators | | **Settings** | `/call-center/settings` | Set trunks, DIDs, extensions, queues, and the other telephony settings. See [Trunks](/cloud-call-center/settings/trunks). | Administrators | The sidebar also has the **Contacts** and **Companies** items. They open the same lists as in Omni Channel. The launcher button of the softphone is in the sidebar footer. On the **Agent Console** page, the phone shows on the page instead. See [Softphone](/cloud-call-center/softphone). Each path in the table starts with `/app/accounts/{account_id}`. When **Workflows + Agent** is on for your account, the **AI** group also has the items **Agents** and **Tools**. They open the same AI agent pages as in Omni Channel. See [AI agents](/omni-channel/ai-agent/assistants). ## Set up your first inbound calls Do the steps in this order. Each step needs the step before it. #### Ask for a SIP domain Hams support creates and changes the SIP domains. Ask Hams support to add a domain before you start. See [SIP domains](/cloud-call-center/settings/sip-domains). #### Add a trunk A trunk is the SIP connection to your carrier. Add it with the values that the carrier gave you. Set its call recording policy. See [Trunks](/cloud-call-center/settings/trunks). #### Create extensions for your agents An extension is the internal number of an agent. Link each extension to the user of the agent. The system then credits the calls to that user. The softphone of the agent registers with the extension. See [Extensions](/cloud-call-center/settings/extensions). #### Build and publish a call flow Draw what happens to an inbound call, for example a greeting, a menu, a queue, and voicemail. Publish the call flow. A draft answers no calls. See [Call flows](/cloud-call-center/call-flows). #### Attach a DID to the call flow Add the number that your carrier delivers. Attach the published call flow to it. Calls to that number then run the call flow. See [DIDs](/cloud-call-center/settings/dids). #### Add an outbound route An outbound route lets agents dial out. It sets which numbers use which trunk and which caller ID the call shows. See [Outbound routes](/cloud-call-center/settings/outbound-routes). ## Connect your own PBX If you have your own PBX or SBC, connect it to Hams with a SIP trunk. See [SIP connection](/platform/integration/sip). For a private tunnel between your firewall and Hams, see [IPsec VPN](/platform/integration/ipsec-vpn). ## Related * [Voice agents](/cloud-call-center/voice-agents) hand a call to an AI agent instead of a person. * [Campaigns](/cloud-call-center/campaigns) dial a list of contacts automatically. * [Post-call analysis](/cloud-call-center/post-call-analysis) gives the resolution, sentiment, and labels of a call. * Every call also shows on the timeline of the customer in Omni Channel, as a Phone conversation. See [Phone calls](/omni-channel/voice). * Your own systems can place calls, read call history, and receive call events. See the [Quickstart](/cloud-call-center/api/quickstart) of the Developer API.