AgentLine
Phone lines for advice, support and paid calls
AgentLine connects customers with the right adviser, support specialist or expert. Manage phone menus, availability, call history, reporting and payments in one service.
Overview
Connect callers with the right person
Make it clear how customers can reach advice, support or a paid phone service. With AgentLine, callers choose who they want to speak to and are connected according to the routing you set.
Manage availability, calls, records and payments without building the system yourself.
When to use AgentLine
Advice
Let callers choose an adviser or expert and connect directly to the right person.
Features
Manage calls, availability and reporting
AgentLine brings together lines, agents, call history, statistics and payment records so you can run advice and support services without building your own systems.
Phone menus
Control each step of the call and who the customer connects to.
Agent status
See who is available, busy, on a break or logged out.
Customer portal
Manage lines, agents, settings and reporting.
Call history
Review previous calls, enquiries and customer conversations.
Statistics
Track volumes, response times, call duration and outcomes over time.
Payroll and payment records
Get the records you need for remuneration, billing and reporting.
Payment methods
Billing for paid calls
Premium rate numbers let customers pay through the call without an account or card details.
Premium rate numbers
For charging customers through the call.
Invoice
For collecting payment afterwards.
Prepayment
For customers who pay before the call.
Card payment
For services that require card payments.
Step by step
How to get started
We help you set up lines, menus, agents and payments, then check the call flow before you open to customers.
Contact us
We review your numbers, phone menus, opening hours and call routing.
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Choose the right service for your business
Choose AgentLine to manage the full call flow, including menus, agents and reporting. Choose premium rate numbers when your main need is to charge for a call or service.
AgentLine
When callers need to choose a person or topic
When you need to track adviser or agent availability
When you need calls, reporting and payments in one portal
When your business needs more than a phone number
Premium rate numbers
When callers simply need to pay through the call
When you need a simpler setup
When you don't need agent status or adviser selection
When charging per call or per minute is the main requirement
Frequently asked questions
Questions & answers
Can't find the answer? Get in touch.
What is AgentLine?
AgentLine is Viatel's telephony service for businesses where the conversation is part of the service. Customers call in, hear a menu and connect to the right adviser, support specialist or agent. Manage agents, payments, reporting and administration in the customer portal.
Who is AgentLine for?
AgentLine is designed for advice lines, support teams and services that charge for calls. It is particularly useful when callers need to choose a person or category, agents work in different locations, or you need to track call activity and revenue.
Can we charge for calls with AgentLine?
Yes. AgentLine supports several payment methods, including premium rate numbers, invoicing, prepayment and card payments. You can use it to charge for telephone advice, support and access to experts.
Can agents log in and out themselves?
Yes. AgentLine manages agent status and availability. Agents can work from different locations and log in or out themselves, while you track calls, history, reports and records in Viatel's customer portal.
Can we integrate AgentLine with our own systems?
Yes. AgentLine provides APIs for retrieving agent status, managing logins, creating campaigns, making deposits, updating agent information and retrieving statistics. The integration depends on your setup and what you want to automate.