Call center software questions and answers

No. Agents answer and make calls in the browser, with answer, hold, mute, keypad and blind or attended transfer. Call audio is relayed through your Halo server, with a fallback over port 443 for office networks that block normal call traffic. Agents dial out within the rules your admin allows. Browser softphone

Not in v1. Agents use a browser. The softphone runs in the browser on the agent’s computer, with answer, hold, mute, keypad and transfer. Supervisors follow the floor on the wallboard, which can also open on a TV through a link that can be revoked.

Not in v1. Halo v1 handles phone calls: voice menus, queues, callbacks, recordings, the wallboard and reports. Other items that are not in v1 include a campaign or predictive dialer, CRM integration, voicemail to email, and alerts by SMS or email.

Yes. With the Callout API, your systems place automatic calls that play a recorded message, with per-key limits, retries, allowed hours, signed webhooks and duplicate protection. In v1 the calls play a recording only: callers cannot press keys, and the message has no dynamic content. Automatic calls and alerts

Callers wait in a queue and hear their place in line, every 60 seconds by default, with hold music in between. VIP callers go first. The queue can offer a callback, and after the maximum wait callers move to an overflow, which is voicemail by default. Callers who hang up and voicemails become callback tasks. Call queues

Yes. Supervisors can listen to a live call, whisper to the agent or barge in. They can also force an agent to pause or log out. Supervisor listen-in lines are free and do not use a seat. On the wallboard they see callers waiting, the longest wait and one card per agent. Live wallboard

No. Halo is software for your own call center; we do not take calls for you. Your agents answer the calls, using a softphone in the browser. Halo gives supervisors the wallboard, queues, callbacks and reports. Skynet VISP installs Halo and supports your team.

Halo is call center software. Its full product name is Halo Contact Center, but in v1 it handles phone calls only: voice menus, queues, callbacks, recordings, the wallboard and reports. WhatsApp and chat are not in v1. Callers reach your agents by phone, through your Ethio Telecom SIP trunk.

On a server for your company alone, yours or one from Skynet. Calls, recordings and call history are kept on it, with encrypted nightly backups on a second server in Ethiopia. Telegram alerts show masked numbers only. Call history is kept in Halo’s own database, and v1 does not delete call records automatically. On-premise call center

Agents reach Halo over the network, so they need a working connection to the Halo server. The Ethio Telecom trunk reaches the server over its own private link. Where an office network blocks normal call traffic, the softphone’s audio can fall back over port 443.

A starting server has 4 vCPU, 8 GB RAM and a 500 GB SSD, running Debian 13. Skynet sizes larger teams. You can use your own server or one from Skynet, and setup covers the install and licence with backups.

Only the roles you allow. Recordings can be played and downloaded only by those roles, and every play is logged. Agent calls are recorded by default as MP3, are searchable, and are kept for the number of days you set. Security and data

Halo keeps working normally for 30 days. Even with a licence problem, inbound and agent calls keep working. Settings, exports and new automatic calls lock until the licence is fixed, so your callers still get through while it is sorted out.