Call Links: product brochure
Modules, channels, supervision, integrations, delivery and deployment options.
Portuguese version
Omnichannel contact centre
Every call. Every chat. One console.
Voice, WhatsApp, Messenger, Instagram and email in one platform, with supervision, reports and a direct line to your service desk. Built and supported by iSoft in Luanda.
11Modules
5Contact channels
4interface languages
Before and after
What changes with Call Links
For customer support, sales and collections teams.
Before Call LinksAfter Call Links
Calls, WhatsApp and email are handled in different places, with no shared history.Every channel reaches the same console, with each contact's history.
The company's WhatsApp lives on a shared phone.WhatsApp conversations join the same queues as calls and are kept on record.
Contact lists are dialled by hand, one number at a time.The dialer works through the list, retries busy numbers and records the outcome of every contact.
Faults reported by phone end up on paper notes.Every fault becomes a ticket in GrandLinks ITSM and is followed up to resolution.
About Call Links
From first ring to resolution
Call Links brings voice campaigns, WhatsApp, Messenger, Instagram and email into one agent console, with real-time supervision, reports, quality audits and a direct line to your service desk. It runs in your own data centre, in Portuguese, Spanish or English.
Voice
Inbound calls, outbound campaigns and IVR on your own trunks.
Messaging
WhatsApp, Messenger, Instagram and email in one inbox.
Campaigns
Predictive and progressive dialer, preview mode and scheduled callbacks.
Supervision
Real-time wallboard, follow-up and quality audits.
Reports & recordings
Metrics by channel, agent and campaign, with searchable recordings and CSV export.
Integration
GrandLinks ITSM, CRM and your own systems.
Module map
11 modules. One console.
Choose a module to see its screen and what it does.
Inbound voice & routing
Every call reaches the right team, first time.
SIP trunks, inbound and outbound routes, IVR menus, time conditions and custom destinations are set up from the same set of screens. Official audio packs in Portuguese, Spanish and English, music on hold and answering machine detection come ready to use.
- Multi-level IVR, time conditions and caller identification.
- Blacklists and do-not-call rules applied before the call rings.
- Pause reasons, queue priorities and recording format per campaign.
Outbound campaigns & dialer
Manual, preview or dialer: the campaign type that fits the list.
Contact lists are imported from CSV files, with numbers cleaned and duplicates checked. Campaigns start from reusable templates: a new product launch inherits the queue, dispositions, forms and agents in a few clicks.
- Predictive and progressive dialer, with pacing per campaign.
- Preview mode shows the contact record before the call starts.
- Scheduled callbacks and rules for busy or unanswered numbers.
Agent console
A complete workstation in the browser, with no desk phone.
Agents sign in and the WebRTC softphone registers by itself. Keypad, answer and reject, hold, mute, transfer and DTMF sit next to the call form, the disposition list and the quick lists used for transfers. Tickets and past conversations open on the right of the screen.
- One screen for voice, WhatsApp, Messenger, Instagram and email.
- Quick lists of up to 5,000 numbers for one-click transfers.
- Callbacks, pauses and assigned campaigns always in view.
Official cloud API or a regular number linked by QR code.
Connect a line through the Meta Cloud API, with approved message templates, or link an existing number by scanning a QR code, with no middleman provider. Conversations are assigned to an agent according to the campaign strategy and offered again after two minutes without a reply.
- Text, images, documents and audio in both directions.
- On QR-linked lines, agents start or reopen conversations with free text.
- Voice calls to the line are declined and automatically become callbacks.
Messenger & Instagram
Social media conversations in the same inbox as everything else.
Facebook pages and Instagram accounts connect through the official Graph API. Messages reach the agent console with the contact history, are assigned like any other conversation and appear in the reports with the same metrics.
- Several pages and accounts per campaign.
- Replies with text and media, within each platform's messaging windows.
- Every conversation stored and searchable for quality review.
Mailboxes handled as queues, not as inboxes.
Several mailboxes can feed one campaign over IMAP and SMTP, including Exchange and Microsoft 365 with modern authentication. New messages are assigned to agents and answered with a template or free text, and closed emails move to the mailbox's Archive folder.
- Shared support, sales and billing mailboxes in one campaign.
- Archive-on-close keeps Outlook and Call Links in sync.
- The follow-up board shows the emails waiting for a reply, and for how long.
Live supervision & follow-up
See the contact centre in real time and act before customers notice.
The dashboard and real-time wallboard show queues, agent status and waiting contacts across every channel. The follow-up page lists unanswered conversations, overdue callbacks and open tickets per agent, measured against the delay limits set by the administrator.
- Listen, whisper and barge in on live calls.
- Limits for first reply, waiting conversations, emails and tickets.
- Per-agent view of open work across every channel.
Reports & recordings
Every metric the operation needs, ready to export.
Reports cover calls, agents, campaigns, dispositions, dialer and channel activity, telling missed calls apart from rejected ones. Recordings are searched by date, campaign, agent, number or disposition, and played or downloaded in the browser.
- Daily, weekly and custom periods, with CSV export.
- Dialer board with answered, busy, unanswered and callback contacts.
- Recording retention and format set per campaign.
Forms, dispositions & audits
Record the outcome of every contact and check its quality.
Campaign forms have text, number, date and dynamic list fields and appear during the call. Dispositions classify the contact, open a form or schedule a callback, and quality auditors score them with a grade and notes the agent sees in My forms.
- Form answers linked to the recording and the contact record.
- CRM integration: open the customer page or send the call data to your system.
- Audits restricted to administrators and managers.
Tickets & GrandLinks ITSM integration
A ticket opened during the call and followed up after it.
Agents open tickets in GrandLinks ITSM without leaving the console. The ticket stays linked to the contact and the conversation, its status is visible in Call Links, and service desk users are managed from the same screens. External sites and systems connect any CRM by URL or webhook.
- Ticket list and detail, with the status updated from the service desk.
- The follow-up board flags tickets that have passed their limit.
- Proxied, allow-listed integration: credentials never reach the browser.
Administration & security
Set up in hours, governed for years.
Users and agents are created one by one or imported from CSV, grouped and assigned to roles with clear, grouped permissions. Every page and every API route is checked against the role, and the built-in roles are protected. The interface works in Portuguese (Angola and Brazil), Spanish and English, in light or dark mode, with your logo and colours.
- Security audit log and external authentication (LDAP).
- Bulk user import, export and deletion.
- Installed on your servers with Docker: the data stays in your data centre.
What you can do with Call Links
Customer support line
A voice menu routes each call to sales, support or billing; out of hours, the call becomes a callback.
Renewals, sales and welcome calls
Dialer or preview campaigns, with the script, the form and the outcome on the same screen.
Overdue invoice collection
The dialer works through the list, retries busy or unanswered numbers and records the outcome of every contact.
Satisfaction surveys
Campaigns with their own form, with the answers linked to the recording and the customer record.
WhatsApp and social media
Requests that arrive by WhatsApp, Messenger, Instagram or email join the same queues as calls.
Faults with a ticket
A fault reported on a call becomes a ticket in GrandLinks ITSM, assigned to the technical team and followed up to resolution.
Specifications
Technical data sheet
Channels, telephony, campaigns, security and deployment.
- Channels: voice (SIP), WhatsApp (Meta Cloud API or a number linked by QR code), Messenger, Instagram and email (IMAP and SMTP, including Exchange and Microsoft 365).
- Telephony: SIP trunks, inbound and outbound routes, multi-level IVR, time conditions, music on hold and answering machine detection.
- Campaigns: manual, preview and predictive or progressive dialer; lists imported from CSV; reusable templates.
- Agent workstation: in the browser, with a WebRTC softphone and no desk phone; quick lists of up to 5,000 numbers.
- Supervision: real-time wallboard; listen, whisper and barge in on calls; follow-up limits set by the administrator.
- Reports: calls, agents, campaigns, dispositions, dialer and channels, with CSV export.
- Recordings: searchable by date, campaign, agent, number or disposition, with retention set per campaign.
- Quality: forms per campaign, dispositions and audits with a grade and notes.
- Integrations: GrandLinks ITSM; CRM and ERP by URL, POST or webhook, through an allow-listed proxy.
- Roles: administrator, manager, supervisor, campaign manager, quality auditor, agent and read-only.
- Security: permissions checked on every page and every API route; audit log; LDAP authentication.
- Languages: Portuguese (Angola and Brazil), Spanish and English; light and dark mode; your logo and colours.
Deployment options
Where Call Links runs
Data, recordings and conversations stay wherever your organisation decides.
On your servers
Docker platform in your data centre. Data, recordings and conversations never leave your network.
Hosted by iSoft
Run by iSoft in Angola, with daily backups and monitoring.
Hybrid
The platform on your servers; WhatsApp and social media connected through the iSoft public endpoint.
Licensing
Per concurrent agent: project, subscription or managed service, set in the proposal.
Documentation
Call Links documentation
Read online or download as PDF, in Portuguese or English.
Module catalogue
Every Call Links module with its scope, technical notes and the value it brings to the operation.
Portuguese version
Service sheets
One sheet per module, with the screen on the front and the details on the back.
Portuguese version
Summary sheet
Call Links on one sheet: the agent console on the front and the details on the back.
Portuguese versionImplementation
How iSoft implements Call Links
One local team, from the first survey to support after go-live.
- 01Survey of the channels, queues, teams, numbers and systems to connect
- 02Set-up of campaigns, IVR, forms, dispositions and roles
- 03Connection of SIP trunks, WhatsApp lines, social media accounts and mailboxes
- 04Integration with GrandLinks ITSM and your CRM
- 05Training for agents, supervisors and administrators, in Portuguese
- 06Supported first days of operation
- 07Operations runbook, backup plan and restore test
- 08Support agreement, with updates and a named iSoft contact
Frequently asked questions
Questions about Call Links
Do agents need a desk phone?
No. The agent console runs in the browser, with a WebRTC softphone that registers automatically when the agent signs in.
Can I use the WhatsApp number I already have?
Yes. An existing number can be linked by scanning a QR code, with no middleman provider. You can also connect a line through the official Meta Cloud API, with approved message templates.
Where are the data and recordings kept?
When installed on your servers, data, recordings and conversations never leave your network. You can also choose hosting by iSoft in Angola or a hybrid setup.
Does Call Links connect to our CRM or ERP?
Yes. It can open the customer page in your CRM when a call is answered, send the call data to your ERP at the end of the contact and receive ticket status back by webhook. The connection goes through an allow-listed proxy, so credentials never reach the browser.
Does Call Links work with GrandLinks ITSM?
Yes. Agents open tickets in GrandLinks ITSM without leaving the console, and the status of each ticket is visible in Call Links. Read more about GrandLinks ITSM.
Which languages does it support?
The interface is in Portuguese (Angola and Brazil), Spanish and English. Audio packs for the voice menus are available in Portuguese, Spanish and English.
How is it licensed?
Per concurrent agent. It can be a project, a subscription or a managed service; the model is set in the proposal.
How does the demo work?
In one session, we set up a campaign with your numbers, your WhatsApp line and your team. Ask for it with the «Get Started» button or on the contact page.