Firetell

Introduction

Published on March 16, 2026
Last updated on March 16, 2026

Introduction

Welcome to the documentation for Firetell platform. This guide will help you understand the core concepts of the system and walk you through the basic steps needed to start receiving and managing calls.

Whether you're setting up a small support team or operating a full-scale call center, the platform is designed to make telephony configuration simple, flexible, and scalable.

What You Can Do With Firetell

Our platform combines modern cloud telephony with a powerful call center system. With just a few steps, you can:

  • Create phone extensions for your team
  • Add agents who can receive calls
  • Configure call queues and routing rules
  • Connect SIP trunks or phone numbers
  • Monitor live calls and agent activity
  • Track call analytics and performance

Everything is managed through a simple web dashboard, so you don't need to operate or maintain any PBX servers.

Core Concepts

Before setting up your system, it's helpful to understand a few key concepts used throughout the platform.

Workspace

A workspace is your organization's environment inside the platform.
It contains all of your configuration including:

  • Users
  • Extensions
  • Agents
  • Call queues
  • Phone numbers
  • Integrations

Typically, a company has one workspace that represents their call center or telephony system.

Extensions

An extension represents a phone endpoint within your workspace.

Extensions can be used by:

  • Agents
  • SIP phones
  • Softphones
  • WebRTC clients

Each extension has a unique number that can be dialed internally.

Example:

  • 1001 → Sales agent
  • 1002 → Support agent
  • 1003 → Reception

Agents

An agent is a user who can handle calls in the call center.

Agents can:

  • Receive inbound calls
  • Join call queues
  • Change availability status
  • Transfer calls
  • View call history

Agents typically log in to the dashboard or use a softphone to answer calls.

Call Queues

A call queue distributes incoming calls between multiple agents.

Instead of calling one person directly, callers are placed into a queue and the system routes calls to available agents based on a strategy such as:

  • Ring all agents
  • Round-robin distribution
  • Longest idle agent

Queues help ensure that calls are handled efficiently and customers experience shorter wait times.

Call Routing

Call routing determines what happens when a call enters your system.

You can configure rules such as:

  • Route calls to a queue
  • Forward calls to an extension
  • Send calls to voicemail
  • Route based on business hours
  • Use IVR menus for caller input

Routing rules allow you to build a complete call flow tailored to your organization.

How Calls Flow Through the System

A typical call flow looks like this:

  1. A customer dials your phone number
  2. The call enters your system
  3. Routing rules determine the destination
  4. The call is sent to a queue or extension
  5. An available agent answers the call

This process is fully configurable and can be adapted to match your call center workflow.

Typical Setup Process

Most teams can configure their system in just a few steps:

  1. Create phone extensions
  2. Add agents to the system
  3. Create a call queue
  4. Configure call routing
  5. Receive your first call

The next guides will walk you through each step in detail.

Next Steps

Continue with the setup guide to start configuring your system.

Once these steps are complete, your team will be ready to receive calls.