LogiCall Agent Onboarding Procedure

1Check your welcome email

Your administrator will send you a welcome email that contains two important pieces of information:

• Your username — you’ll use this to sign in.
• A secure download link for the LogiCall desktop application.

If you can’t find the email, check your spam or junk folder before asking for it to be re-sent.

2Download and install LogiCall

Click the download link in your welcome email. Once the installer finishes downloading, open it and follow the on-screen prompts to install LogiCall on your computer.

3Launch LogiCall and start the sign-in

When the app opens for the first time you’ll see the LogiCall Agent Monitor welcome screen. Click the yellow Sign In with Keycloak button to begin.

4Sign in with Keycloak

A browser window will open to the Keycloak sign-in page. Enter the username from your welcome email and your password, then click Sign In.

5Wait for your workspace to load

After you sign in, LogiCall loads your workspace. You’ll see a loading spinner and the message “Loading workspace… Please wait…”. This usually only takes a few seconds.

6You’re active and ready for calls

Once the workspace finishes loading, LogiCall switches into its active, waiting state. The header turns green with your status set to Available, and the main panel shows “Ready for Calls” with a “Waiting for incoming calls…” message.

This is what LogiCall looks like while you’re on the clock and available. As long as you see this screen (or the app is hidden and running in the background), calls can ring through to you.

7Review your agent details

The Agent & System Details panel shows:

• Your Email — the account you’re signed in with.
• Your Licensed Regions — the states you’re authorized to handle insurance calls in.
• System Information, including whether microphone monitoring is enabled.

Take a moment to confirm everything looks right.

8Update licensed regions in the web app (optional)

If your licensed regions need to be changed, click the yellow Edit in Web App link in the Agent & System Details panel. The LogiCall web app opens where you can check or uncheck the states you’re licensed to handle. Click Save Changes when you’re done.

9Hide the app — it runs in the background

Once you’re signed in and Available, you don’t need to keep the LogiCall window open. You can hide or close the window and LogiCall will continue running in the background. You’ll see the LogiCall logo in your taskbar, which means the app is still active and you’re available to receive calls.

10Accept an incoming call

When a call comes in, an Incoming Call notification will ring in the bottom right of your screen.

If the LogiCall window is open, the Incoming Call prompt appears over the app:

Click the green Accept button to answer, or the red Decline button to pass.

11Wait for the call to connect

After you accept, LogiCall shows a Connecting… screen with the caller’s phone number and a “Waiting for call to connect…” message. Stay on this screen — you’ll be connected in a moment. If you need to back out, click the red Cancel button.

12You’re on the call

The header turns purple and shows “On a Call”. You’ll now see the live call screen, which includes:

• Connected indicator and the live call timer in the top right.
• The Drop Time countdown — the minimum time you should stay on the call.
• The Tier and the caller’s phone number.
• Hold, Mute, and Hangup controls.

Handle the call normally. When you’re finished, click the red Hangup button.