Ops Leader Setup Checklist

Get started7 min readUpdated 2026-03-14

Ops Leader Setup Checklist

Running phone operations for your team on JustCall? This checklist covers the 8 systems to configure so calls route correctly, queues run smoothly, compliance is covered, and you have the data to make decisions.

Your admin has set up the account, numbers, and billing. This guide focuses on the operational infrastructure that keeps a contact center performing.

Available on: Most features on all plans. Queue callbacks, call monitoring, and intelligent routing require Pro or above.

1. Design your call routing

Before calls start flowing, decide how each number routes incoming calls. Go to Phone Numbers > Settings > Call Forwarding for each number.

Routing mode	How it works	Best for
Ring all	Every assigned agent's phone rings at once	Small teams, fastest pickup
Ring in order	Calls go through a predefined sequence of agents	Tiered support (L1 → L2 → L3)
Round robin	Calls rotate evenly across agents	Even distribution across a shift
Ring idle first	Calls go to the agent idle longest in the last 24 hours	Balanced workload in large teams
IVR phone menu	Callers hear options and press a number	Multiple departments on one number
Skills-based routing	Calls route based on agent skill tags	Specialized support teams

For most operations teams, start with Ring idle first or Round robin and layer an IVR on top for department routing.

CRM-based routing (Pro+): Enable Intelligent Call Routing to automatically route inbound calls to the CRM contact owner. Supported CRMs: HubSpot, Salesforce, Pipedrive, Copper, Zoho.

2. Set up your IVR tree

Go to Phone Numbers > select a number > IVR Settings.

JustCall supports unlimited IVR nesting — parent menus can branch into child menus with their own sub-options. For each step, configure:

The action: ring agents, play voicemail, forward to another IVR level, or route to a specific team
Three message types: greeting, "no option pressed," and "wrong option pressed"
Audio source: upload a recording or use text-to-speech

Tip: Use the Simulate button to test your call flow before going live. This runs a simulated call through your routing configuration so you can verify the experience.

3. Configure queues and callbacks

When all agents are busy, queued calls need a good experience.

Queue setup (Phone Numbers > Advanced Settings):

Set queue wait time — how long callers wait before going to voicemail.
Upload custom queue music or a message (Phone Numbers > Custom Greetings > Queue Messages).
Enable Position in Queue Message so callers hear their queue position when they enter the queue.
Enable Queue Autoreconnect to automatically connect available agents to the oldest caller waiting.

Queue callback (Pro+):

Enable virtual callback so callers can press 1 to leave the queue and get called back when an agent is free. The system logs the request, auto-dials the caller when an agent opens up, and connects them.

Important: Queue Autoreconnect applies at the company level — it routes to the oldest caller across all numbers, not per-number. Plan your queue strategy accordingly.

4. Set business hours and holiday routing

For each number, configure:

Business hours — Go to Phone Numbers > select number > Business Hours. Set the hours when calls ring through to agents. Outside these hours, calls go to voicemail or an after-hours greeting.
Holiday routing — Set specific dates when your team is unavailable. Calls on these dates follow your after-hours rules regardless of the day of the week.

Set different hours per number if your team covers multiple regions or time zones.

5. Configure compliance settings

Call recording compliance:

Go to Phone Numbers > Advanced Settings.
Enable Call Recording Compliance to automatically disable recording for calls to all-party consent jurisdictions (15 covered: California, Florida, Illinois, and 12 others).
When Call Recording Control is also enabled, agents receive consent prompts before recording in these states.

Caller ID masking:

If your operations require that agents cannot see caller phone numbers (e.g., to prevent off-platform contact), enable Mask Incoming Caller ID per number under Phone Numbers > Settings > Call Preferences. Calls, recordings, and analytics are preserved — only the number display is hidden.

SMS compliance:

Confirm your admin has completed 10DLC registration for US SMS. Without it, text messages will be blocked. Check compliance status in Account Settings > Compliance Center.

6. Set up team structure and permissions

Go to Team to manage your roster:

Custom roles: If the default three roles (Owner, Admin, Team Member) do not match your team structure, create custom roles with specific permissions.
Wrap-up time: Configure the post-call buffer period so agents have time for notes and CRM updates before the next call rings. Set this under Profile > Settings or per-agent.
Number assignments: Assign agents to the right numbers — dedicated lines for individuals, shared numbers for teams.

Call monitoring permissions: By default, only Account Owners and Admins can listen, whisper, and barge. If you have team leads who need monitoring access, assign them a custom role with call monitoring permissions.

7. Configure analytics and reporting

JustCall offers three reporting surfaces:

Calls Analytics Dashboard (Reporting & Analytics):

Call volume trends, answer rates, missed call rates
Average handle time, talk time, and hold time
Agent-level performance breakdowns
SLA metrics and queue performance

JustCall AI (Pro Plus+):

AI call scores per agent (0–100 scale)
Sentiment analysis across conversations
Custom topic tracking for compliance keywords
Coaching comments on specific transcript moments

Post-call surveys: Enable per-number surveys (Phone Numbers > Advanced Settings) to collect caller satisfaction ratings after each call. Surveys trigger on completed calls only — not on transfers, merges, or queued calls.

Data export: Export call logs and analytics to CSV. Use the REST API or webhooks to feed data into your BI tools. AI analytics data syncs to 20+ CRMs with a 15–20 minute delay.

8. Set up disposition codes

Go to Account Settings > Disposition Codes:

Create disposition code lists organized by team or department.
Define codes that match your operational categories (e.g., "Resolved," "Escalated," "Callback Scheduled," "Wrong Number," "Transferred").
Enable Mandatory Disposition per number or campaign so agents must tag every call.

Disposition codes sync to HubSpot, ActiveCampaign, and Freshsales. For other CRMs, use the API or Zapier.

After Setup

Once operations are running:

Monitor queues in real time — the queue badge on the dialer shows waiting callers, their position, and wait time. Agents can connect directly from the queue display.
Review missed call assignments — JustCall assigns missed calls based on your routing mode. Override the default per-number if needed.
Audit call recordings — use AI transcripts, Smart Chapters, and keyword tracking to spot patterns without listening to every call.
Use the Call Logs filters — filter by call type, status, traits (queue, forward, transfer, IVR, callback), date range, and agent to investigate specific scenarios.