---
title: Exotel Contact Center Documentation
slug: contact-center
docTags: 
createdAt: 2025-09-29T04:31:05.577Z
---

# Overview

Welcome to the **Exotel Contact Center Documentation Portal**. 

The Exotel enterprise contact center solution is erstwhile "**Ameyo"**.

This portal is your comprehensive resource for learning how to use, configure, and manage all features across the Omni Contact Center solution. Whether you are seeking information on setting up a new IVR flow, monitoring live agent metrics, or generating historical reports, this documentation provides step-by-step guides, feature explanations, and best practices.

:::hint{type="info"}
**The content is organized by functional area and feature hierarchy to ensure you quickly find the information relevant to the platform component you are working with.**

📝 We're enhancing this documentation. The earlier version remains available for reference. [Login](https://docs.ameyo.com) for detailed access.
:::

### How to Navigate and Find Information

The documentation is logically structured around the major functional components of the platform.

1. **Select a Feature Area:** Begin by choosing one of the main libraries below (e.g., Campaign Management or Real-Time Monitoring).
2. **Browse the Hierarchy:** Within each area, features are organized into logical three-level categories (e.g.,**Agent Desktop / Console** > **Workbench** > **Unified Agent Desktop**).
3. **Search:** Use the search bar at the top left of the portal to find specific terms, features (like "Call Barging," "Avg ACW Duration," or "Lead Penetration"), or administrative settings.

### Key Business Use Cases

Need to solve a specific business problem? Here are common scenarios and where to find the relevant feature documentation:

- **Refine Dialing Strategy:** Look under **Outbound Voice Capabilities** for **Dialing Modes.**
- **Understand Supervisor :** Check **Monitoring & Analytics** for [Live Agent Coaching (Whisper & Barge)](docId\:Lyy85DN1DE-b0suquv9Vm)  (SLA Metrics) and [Dashboard](docId\:qZV_JJQ5ecy2ZfRvc4h4l) historical stats
- **Set Up a New User:** Start with **System & user Management** for [User & Role Management](docId\:fENOerVqFy-dgqkLKKYvG) .
- Enable seamless customer engagement across **voice , email, chat, social,** and **messaging channels with Ameyo’s unified omnichannel contact center platform.**

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For the [Exotel Contact Center Application Glossary](docId\:UFGGAj2-b6s37IVyM06U-) please check out the links below

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