User guide
1. Introduction
ICTContact is contact center software you run on your own server. Agents work in the browser, with the phone built into the agent panel, so there’s nothing to install on their PCs. You can run voice, SMS, email and fax campaigns, use the built-in CRM, and split one system between several clients if you’re a service provider.
This page gets you logged in. After that, pick a guide from the list at the bottom. Each one covers one part of the admin panel.
2. Requirements
Server Specs:
- Quad Core 3 GHZ
- RAM 4GB
- Hard disk 200 GB
Operating System:
- RHEL 8 and 9
- Rocky Linux 8 and 9
- Docker
3. Logging in as admin
- Open your web browser and go to your server’s domain name or IP address.
- Enter your user name and password.
- Click Login as User.
The same page has a button for each kind of user: Login as User for admins and client accounts, Login as Agent and Login as Supervisor.
4. Logging in as an agent
Agents use the same login page with the Login as Agent button. They sign in with their extension and land on the agent panel, a web page with a phone built in. From there they take and make calls, transfer them and record a disposition when a call ends.
New to the system? Start with the Quick Start Guide.
Guides by topic
Each guide covers one part of the admin panel and matches the current release. Want everything in one file? Download the PDF.
| Guide | What it covers |
|---|---|
| Quick Start Guide | From a fresh install to a running campaign: gateway, route, recording, contacts and the campaign wizard |
| Campaign Types and Modes | The campaign cards on the Add new screen, the dialing modes and the campaign modes |
| Contacts and Contact Groups | Contact groups, importing numbers, adding contacts by hand and DNC |
| Dashboard Guide | What each block on the dashboard shows and who sees it |
| Reports Guide | Overview, CDR, Disposition, Call Recording, Live Statistics and Agent Statistics |
| IVR Builder Guide | The IVR designer, its blocks, and how an IVR goes live in an IVR campaign |
| How to Set Up an IVR Menu | A worked example: a menu with an after hours branch |
| Message Designer Guide | Building voice messages from audio, text to speech and say blocks |
| AI Voice Agent Guide | Creating a persona and adding the AI Voice Agent to an IVR |
| Lead Management Guide | Lead groups, leads, lead status and scoring |
| Sales and CRM Guide | Deals and the board, deal groups, the calendar, quotes, invoices and analytics |
| CRM Integrations Guide | Connecting an outside CRM and importing contacts from a CRM feed |
| Disposition Management Guide | Setting up dispositions and what happens when an agent saves one |
| Billing, Routes and Rate Plans | Payments, routes, rate plans and rates |
| Supervisor Panel Guide | Creating a supervisor and what the supervisor panel can and cannot do |
| FAX Documents Guide | Uploading fax documents and the quality settings |
| Client Management Guide | Clients, their resources and channel limits on a multi-tenant system |