Features/Call center
Call Center Portal

Handle every incoming call in one place.

The Alicenta Call Center is a dedicated dispatcher interface built for speed and structure. Unlike alarm-only dispatch tools, it handles any type of incoming request — alarm response, property duty (fastighetsjour), technical fault, service request, or routine call — within a single interface.

One interface
Any request
Full documentation
Book a demo See how it works
Inside a live call
1
Call comes in
The Call Center opens with the search field already active — no navigation needed
2
Find the client or object
Type a name or address (Alt+O); matching results appear instantly while you stay on the call
3
See the full history
Every previous task for this client or object — before you ask a single question
4
Create & submit
Fill the structured form, send with Alt+S; the task is recorded and assigned automatically
5
Track to closed
Status moves Opened → In progress → Closed, every step timestamped
No calling the field to double-check. The task reaches the right worker on submit and its status updates in real time — the operator sees progress without picking up the phone.
One interface

One screen for every incoming request

Most dispatch tools are built for a single use case — alarm response. Alicenta handles any request your organisation defines, through the same interface and the same structured flow. No switching between an alarm tool, a work-order tool and a history tool mid-call.

Universal call handling

Alarm response, property duty, technical fault, service request or routine call — all handled in one place instead of several tools.

Instant client history

Every previous task linked to the client or object appears the moment you search — dates, types, statuses and who handled them.

Keyboard-first design

Alt+O to search, Alt+S to submit, Alt+X to cancel. The full workflow runs without touching the mouse.

Structured task forms

Configurable fields per request type: issue, description, reporter, address, timestamp. Consistent data — nothing important gets missed.

Immediate field assignment

On submit, the task reaches the right worker or team automatically. No manual handoff, no separate phone call.

Real-time status tracking

Opened → In progress → Closed, updated live and visible to the operator without calling the field to check.

Access control

Dispatcher role and access control

Access to the Call Center is managed through Alicenta's role-based permission system. The Dispatcher role is a dedicated category with precisely defined rights — what the operator can see, create, and modify.

  • The Dispatcher role is configured by the administrator — no technical skills required
  • Permissions are set per entity: List, Read, Edit, Delete, Create, Export
  • A dispatcher sees only what is relevant to their work — no access to unrelated modules
  • All actions are logged against the specific user — full accountability
Flexible configuration

Any entity can be made searchable in the Call Center

Most dispatch tools are built for one use case: alarm response. Alicenta is different. Any entity in the system can be made searchable in the Call Center — meaning the operator can handle any type of incoming request through the same interface.

  • Security alarm response
  • Property duty and fault reports (fastighetsjour)
  • Technical service calls
  • Maintenance requests
  • Municipal service operations
  • Any custom workflow the organization defines
Task forms are fully customizable. Fields can be text, number, selection, date/time, images, attachments, or geo position. The form adapts to the operation — not the other way around.
Accountability

Proving that work was done

Every task created in the Call Center is permanently stored with full context. When a client asks “what happened at 3am on Tuesday?”, the answer is available in seconds.

What is loggedWhy it matters
Who created the task and whenFull accountability — no ambiguity about who handled the call
Which client or object it relates toInstant context for any follow-up query
Task type, description, reporter detailsStructured data — not a free-text note that gets lost
Who it was assigned toClear responsibility
Status changes with timestampsReal-time proof of progress from Opened to Closed
Who closed it and whenComplete audit trail for every task
Order history

Order history — full operational log

All tasks created from the Call Center are visible in Order History. Operators and managers can filter, search, and export the complete record of all activity.

  • Filter by date range, client, object, status, or assigned user
  • Sort by any column — find any task in seconds
  • Export data for client reporting or internal review
  • Historical data is always available — no expiry, no deletion
Reporting

Automated reporting and export

Alicenta removes the need for manual reporting after every shift. Data flows automatically.

  • Export operational data directly from Order History
  • Subscriptions: configure automatic report delivery by email — daily, weekly, or custom schedule
  • Clients and managers receive structured reports without requesting them
  • PDF templates with AcroForm fields can be configured for standardized output documents

Feature Overview

FeatureFunctionalityBenefit
Universal call handlingHandle any request type — alarm, fault, service, routine — in one interfaceOne system replaces multiple tools. Operators work faster.
Instant client historySee all previous tasks for the client or object before asking a questionFull context at the start of every call. No searching, no waiting.
Keyboard-first designAlt+O, Alt+S, Alt+X — complete workflow without using the mouseFaster handling under pressure. Fewer errors during live calls.
Structured task formsConfigurable fields per task type — issue, description, reporter, timestampConsistent data quality. Nothing important gets missed.
Immediate field assignmentTask goes to field worker automatically upon submitNo manual handoff. Response starts immediately.
Real-time status trackingStatus updates from Opened to Closed — visible to operator without calling fieldNo double-checking. Operator knows what is happening.
Dispatcher role & permissionsDedicated role with configurable access per entity and featureRight people see the right things. Full accountability.
Proof of every actionFull audit log: who, what, when, assigned to whom, when closedAnswer any client query in seconds. Disputes resolved with data.
Order History & exportFilterable log of all tasks with export capabilityOperational transparency. Client reporting without manual work.
Automated report deliverySubscriptions: scheduled reports sent automatically by emailZero admin effort for recurring reporting.

See Alicenta in action

Book a 30-minute demo and walk through the Call Center with your own scenario.

Book a demo