Making and Receiving Calls in Agent 2.2
Making and Receiving Calls in Agent 2.2
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Making and Receiving Calls in Agent 2.2
Contents
Introduction ............................................................................................................................................ 4
System Login ........................................................................................................................................... 4
Phone Options ..................................................................................................................................... 5
Desk Phone ..................................................................................................................................... 5
Soft Phone ....................................................................................................................................... 6
Web Phone...................................................................................................................................... 6
Begin Taking Calls .................................................................................................................................... 6
Agent Desktop’s Calls Tab ................................................................................................................... 7
Recent Calls ..................................................................................................................................... 8
Scheduled Callbacks ........................................................................................................................ 9
Voicemail......................................................................................................................................... 9
Download and Archive Voicemails ...................................................................................................... 9
Dial Pad.............................................................................................................................................. 10
Dial Status ..................................................................................................................................... 10
Scheduling Callbacks in the Dial Pad ............................................................................................. 11
Making Calls (Outbound Calls)........................................................................................................... 12
Script Tab ...................................................................................................................................... 13
Full Record Tab.............................................................................................................................. 14
Sending an SMS ............................................................................................................................. 14
15 Second Ring Time ..................................................................................................................... 15
Making Outbound Calls in Advanced Preview Dialling Mode ............................................................ 15
Taking Calls (Inbound Calls) ............................................................................................................... 16
Making Manual Calls ......................................................................................................................... 17
Transferring Calls ............................................................................................................................... 20
Dispositioning: Setting Outcomes ..................................................................................................... 22
Setting the Scheduled Callback Outcome ..................................................................................... 23
Grouping Outcomes ...................................................................................................................... 25
Tag a Call ........................................................................................................................................... 25
Searching for Records........................................................................................................................ 26
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Making and Receiving Calls in Agent 2.2
Editing Records.................................................................................................................................. 27
Agent Desktop’s Dashboard Tab ........................................................................................................... 28
Instant Messaging ................................................................................................................................. 29
Switchboard .......................................................................................................................................... 30
Searching for contacts ...................................................................................................................... 31
Transfer ............................................................................................................................................. 31
Place a call ........................................................................................................................................ 32
Lock or unlock a contact ................................................................................................................. 32
Logging Out ........................................................................................................................................... 32
Tips: ....................................................................................................................................................... 32
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Making and Receiving Calls in Agent 2.2
Introduction
In this manual we explain in full how to start making and taking calls with Difference’s dialler. This will
include how to log into the dialler, handle a call and disposition a call (set an outcome) correctly once
the call has been completed.
The intended audience for this document are the agents who will be using the dialler to make/receive
calls.
We support the following browsers: Firefox, Chrome and Internet Explorer version 10 upwards.
You will need Java installed on your PC if you intend to use the web phone facility.
System Login
Log in to your campaign at www.differencecorp.com/dialler and select “Log in to your dialler account”.
When prompted, enter your contact centre name, username and password.
Click Login to get started once you have entered your details. You will then be taken to the agent
desktop screen. The navigation panel is on the top left of the screen. If you also have administrator
rights the navigation panel will be fuller, giving you access to Configuration, Analytics and other
management tools:
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Making and Receiving Calls in Agent 2.2
Here, you have the option to view dashboards in the Dashboards panel, log in as an agent under Agent
Login, access reports in the Analytics panel, access the Configuration panel (to make changes to the
configuration and set-up), access datasets and
the database in the Data panel or display status
information in the Status panel. Agents without
administrator rights only see the Agent login
panel.
Phone Options
Having logged into the dialler agents then need to log into a voice channel to be able to make and take
calls. They do this by selecting a phone option. Agents may see some or all of the phone options,
depending on which have been preset by your administrator.
Once logged into the voice channel, all call controls are handled by buttons on the web pages.
There are 3 standard options available.
All three can be made available to agents but agents can only select one option at any one time. Your
administrator will have selected which phone options are displayed to you.
When you are ready to log in, choose the phone option you want:
Desk Phone
If you select the option to log in using the desk phone there are 3 simple steps to follow which are
displayed on your screen as in the example below:
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Making and Receiving Calls in Agent 2.2
If the correct details are entered you will hear “Agent logged in” which means you are ready to make
yourself available to take calls.
Soft Phone
If you would like to use the soft phone option, follow the prompts displayed to log in:
Web Phone
For customers who have sufficient available internet bandwidth, we recommend the web phone option
as the easiest and quickest to use. If you select this option, please ensure your headset is set to default
and that your microphone settings are correct.
Click Connect to launch a window on your screen which will say “initialising”. You may see a pop-up
asking you to confirm you want to run the application. Click the option to ‘allow this to run always’. You
should now hear a prompt in your headset “agent logged in”, as well as see “initialising” change to
“Agent online”. Minimise the pop-up once connected as this is not required again until logout but must
be left running. You are now ready to make yourself available to take calls.
Begin Taking Calls
Once you are logged in, you will automatically be in Idle mode.
This means that you are logged in but are not yet set as available to take a call.
You can, however, make manual calls from this screen using the keypad if your administrator has
enabled manual calls in System Setup. See the Manual Call section for more information.
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Making and Receiving Calls in Agent 2.2
From here you can toggle from Idle to Available. You can also disconnect from the dialler here.
You must select Available when you are ready to take or make calls from the queue(s) that you are
assigned to. Calls are automatically connected to you when you are set to Available. Calls may be
inbound or outbound or a blend of the two depending on which queues you are associated with.
Depending on your settings, waiting for a call can feel like an unusually long time initially. This is because
the dialler will only put connected calls through to you but may well have made some unconnected
calls in the meantime (e.g. calls that met with an answerphone or a wrong number).
Agent Desktop’s Calls Tab
The agent desktop’s calls tab shows an agent’s recent calls, the scheduled calls assigned to them and
their voicemails. Each item can be clicked to show the options beneath.
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Making and Receiving Calls in Agent 2.2
Recent Calls
The Recent Calls column shows the recent calls made by the agent. It displays the date of the calls, how
many were made that day, whether the call was outbound or inbound, the name of the called party
and the time of the call. Click Load More at the bottom of the list to show 10 more items.
Depending on how your dialler is configured there are several options available to you for recent calls
that are associated with a record. For example, you can call a customer, set a callback, add a note to a
customer record and, if enabled by your administrator, send an SMS.
press to call
send an SMS
create a new note
schedule a callback
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Making and Receiving Calls in Agent 2.2
For recent calls that are not associated with a record (e.g. inbound calls that haven’t been saved as a
new record), the only option available to the agent is to make a call to that number.
Scheduled Callbacks
The feature to view when your personal scheduled callbacks are due to be called can be enabled or
disabled by your administrator. When enabled, you can call the callback right away from this screen if
appropriate. Callbacks that have been assigned to the general pool of agents will not show in this
screen; only agent-specific callbacks are shown.
Callbacks are listed in the order in which they are due to be dialled.
Voicemail
Recent voicemails can be played from this screen.
Personal voicemails and voicemails left on inbound queues that you are assigned to will be shown.
Download and Archive Voicemails
If the agent clicks on the telephone number in the voicemail list, they will be presented with two
options:


Download - To download the voicemail, click the left icon shown above. The file will be
downloaded in WAV format.
Archive - The archive icon, to the right of the download icon, will hide the voicemail from the
agent’s screen.
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Making and Receiving Calls in Agent 2.2
When the archive icon is clicked, the agent will be presented with a confirmation message at the top
of the screen. Click OK to confirm.
Archiving a voicemail removes it from the agent page, and users, admins and supervisors will not have
access to it.
Archived voicemails are held on our system for the duration agreed between Difference and your
organization.
Originating queue for voicemail
Agents can now see the originating queue for a voicemail in the Voicemail column.
Visual indicator for unplayed voicemails
Unplayed voicemails have a red vertical line against them.
Dial Pad
Dial Status
The dial pad shows the current call status: if a number is being dialled, if the agent is waiting for a call,
if they are previewing a record, etc.
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Making and Receiving Calls in Agent 2.2
Scheduling Callbacks in the Dial Pad
Agents schedule callbacks in the dial pad. Depending on your browser and resolution you may need
to scroll down in order to select personal callback and the option to repeat daily.
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Making and Receiving Calls in Agent 2.2
Making Calls (Outbound Calls)
From the dial pad you can now select which outbound queue you would like to place the call from (if
you want it to be different to the one selected by default).
When an outbound call is connected, the system knows which record was dialled and displays that
record to the agent. The dataset this record was called from will be displayed on this screen along with
any script text that your company has associated with this campaign or queue.
The most recent note associated with the customer record is visible just above the script.
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Making and Receiving Calls in Agent 2.2
You can view all other existing notes for a customer on the Customer Record tab during a call. You can
also add new notes here.
How the customer information will be displayed is dependent on the data you have loaded and what
script you are using but, in broad terms, in the Script tab standard contact information will be on the
left-hand side of the page and script and/or custom fields in the middle area of the page.
Script Tab
Your script will pop up when on calls. The script can help guide your conversation with the customer.
A script can display text and can include items from the customer record and items from other web
pages. It can also include fields for you to fill in during the call.
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Making and Receiving Calls in Agent 2.2
Full Record Tab
The Full Record tab will bring up all the customer’s details. You can edit the details here, remembering
to click Save to save the changes.
Sending an SMS
To send an outbound SMS to the customer you are on the phone to, select the SMS tab. Note that
agents must be assigned to an outbound SMS queue to be able to view and use this option.
The SMS tab will display the screen below:
Choose the number in the record you would like to send the SMS message to, select a template or enter
free text (if your administrator has granted you this permission) and click Send. Note that you can send
a message to the customer during the call or once the call has disconnected.
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Making and Receiving Calls in Agent 2.2
15 Second Ring Time
Ofcom stipulates a minimum ring time of 15 seconds (unless answered) before calls can be hung up.
We have put in place a 15 second dial pad safeguard to prevent agents from hanging up within this
timeframe. This safeguard can only be lifted by us on your behalf and with your express permission. It
does not permit your agents to move away from any call – whether manual or automated – that is
ringing until 15 seconds have passed.
Making Outbound Calls in Advanced Preview Dialling Mode
Advanced Preview Dialling Mode offers some additional enhancements to the normal
preview mode. This allows an agent to view available information about the customer and
define a strategy before dialling begins. Details of the customer, the script and record history
all appear as if the user is on call.
When dialling begins the preview countdown will have started. The countdown is visualised
with a red line that slowly shrinks towards the left like a loading bar in reverse. The length of
the countdown can be changed by your administrator if required.
If countdown is set at 0 the record will dial immediately. If the countdown option is disabled,
the record will be presented to the user and will require user intervention to progress the
call.
The agent has two options: dial the record before the countdown ends or reject the record (if
enabled) and select an outcome. If the user does not choose either of these two actions
before the countdown runs out, the record will be dialled automatically.
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Making and Receiving Calls in Agent 2.2
If the agent decides to Dial they can select one of the numbers available from the Home,
Work or Mobile phone fields, if sequential mode [optional setting] is enabled the dialler will
try one number after the other automatically.
Numbers that have already been tried will appear as crossed out. If the user clicks reject, this
will reject the whole record and not just that number.
Once the user clicks on Dial or the countdown ends, the dialpad changes to the 'dialling
animation’ until the customer picks up and the call continues as normal.
If the customer doesn’t answer, the users can hang up after the minimum ring time. If the
user decides to hang up they must first select an outcome.
Taking Calls (Inbound Calls)
If several agents are logged in and assigned to the same inbound queue with the same priority, then an
inbound call will be given to that agent who has been waiting the longest time. Incoming calls will be
automatically answered if you are in Available status. If your status is in Idle, and all agents other
available agents are busy, and if you have alerts switched on in the system, a notification will be
displayed asking if you would like to accept or ignore the call. If a whisper has been set up for the queue,
it will be played just before you are connected to the customer.
Above the script are three tabs: Script, Record Search, and History (if History has been enabled by your
administrator).
Script: Shows the script for the call.
Record Search: When you receive an inbound call you will be presented with the customer record if the
caller’s number is matched to a customer’s number. If there are multiple matches you can select which
record to associate with the call. If there are no matches, you can create a new customer record, if
appropriate.
Clicking Open to the right of the record will load that record’s details. When a record is loaded, you will
see the same screen as outbound calls. If no records are found, you will receive a message saying ‘Info:
No results found’ when the call is connected.
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Making and Receiving Calls in Agent 2.2
You can also search for records based on other search parameters that your administrator will have set
up for you; such parameters typically include address fields, number fields, etc.
The Record Search screen will look like this once it has found a customer record match:
Call History: If activated, agents also have access to the call history of the number associated with the
customer record. This will display the agent who took the call, the timestamp of calls made to this
customer, outcome selected and queue they were called on. It also displays any SMS texts sent to this
customer.
Disposition: Allows you to set the outcome of the call. It works in the same way as on the outbound call
screen, the only difference being you can only choose Scheduled Call Back once a record has first been
chosen or created.
Add Record: If the customer is not found in the search, you can add a new record to the database here.
Simply fill out all the details you have and then click the Create button.
Making Manual Calls
To make a manual call you must first be in Idle and have Manual Calls enabled in System Setup. So, if
after selecting Available you find that you need to make a manual call, you need to put yourself back in
Idle (e.g. after dispositioning a call, by selecting Available > Off).
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Making and Receiving Calls in Agent 2.2
To make a manual call enter the number via the keypad and then click the Dial button to make the call.
If you have more than one outbound queue set up on your dialler be sure to select the appropriate
queue for the call before you select Dial.
Do so by clicking on the queue that is displayed and then select the queue you would like to dial from.
Listed will be only outbound queues that you are assigned to.
As well as using the keypad to enter the number, you can select a number from the phonebook,
select to call a queue or select a number from your favourite contacts. If a contact or queue you are
trying to reach is showing red, it means that the contact is busy or nobody is available on the queue.
keypad
access phonebook
select a queue
select a favourite contact
Once you have clicked Dial the display will update to show the dial status until the call is answered.
When the call is answered, the status screen changes to On Call as below. During the call itself more
options are displayed.
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Making and Receiving Calls in Agent 2.2
The options are:
pause recording (if
mute/hold the call
enabled)
transfer the call
highlight recording
(if enabled)
Hold: Allows you to hold the call.
Pause Recording: Allows you to pause the recording whilst on a call, e.g. if the customer is providing
credit card details for a sale. When selected, the button darkens. Remember to deactivate Pause
when appropriate. When playing the recorded call from the Calls Report, the paused part will be
absent and the recorded call length will be shorter than the actual call duration.
Highlight: This will highlight that particular part of the call (such as the most important part of a long
call) and save it as a separate recording. When selected, the button darkens. Remember to
deactivate Highlight when appropriate.
Transfer: Allows you to do a third party transfer.
Hang Up: This button allows the agent to end the customer side of the call but still leave their record
open to edit notes or information before setting the appropriate outcome code and dispositioning the
call.
Choose an outcome for the result of the call (from the drop-down menu) and click Disposition.
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Making and Receiving Calls
Once you have dispositioned the call you can set yourself Available (On or Off) to make and take calls.
If selecting Available = Off you will be placed in wrap status (i.e. you are not yet available to make
another call). If selecting Available = On the dialler will start connecting calls in accordance with your
queue assignments.
Reset Queue on Manual Call
If your administrator has activated Reset Queue (Configuration > System Setup), the agent will be
required to re-select an outbound queue from those that they are assigned to every time they make a
manual call.
Transferring Calls
Clicking the Transfer icon opens the Transfer panel.
Clicking on the Transfer button on the keypad while on-call will enable agents to transfer the
call to a third party, leaving the agent to disposition their part of the call. This feature is
called Third Party Transfer (TPT). This is useful when a customer requests to speak to a
specific agent, in which case you can transfer the call and disposition your segment of the
call. The third party call will continue even once the agent has dropped out and
dispositioned their part of the call.
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Making and Receiving Calls
Enter a number using either the number pad on the phone, selecting a contact or choosing
a queue. If an agent assigned to the queue is currently available the icon on the right will be
green. If the icon next to the queue is red, it means that nobody is available on the queue.
You can also select from your list of favourite queues and contacts. Your favourites can be
configured on the Settings tab.
When you are ready to transfer the call, click Dial. The dialler will then ring the third party.
When the call is answered, the phone will display the transfer actions:
Forward CLI: Forwards the customer’s CLI to the person receiving the transfer.
Cold Transfer: Automatically connects the caller to the third party. When they connect the agent is
disconnected. If the other party doesn’t pick up then the call is dropped.
Use last: Populates the entry field with the last used number ready to be dialled.
Outbound queue selector: Lets you pick the queue to dial out from.
Hangup Transfer: Can be used if trying to contact a third party but you receive no answer. It will take
you back to the original conversation with the customer.
Create Conference: Clicking this button will dial the third party number and join them to the existing
conversation with your customer. Pressing Terminate Conf will close connections to all parties. You can
leave the conversation by selecting Leave Conference. You must then close this window and choose a
call outcome on the main call screen before dispositioning the call.
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Option to select a queue for the transfer call
Agents can now select which outbound queue to transfer a call on.
Reset Queue on Transfer
If your administrator has activated Reset Queue (Configuration > System Setup), the agent will be
required to re-select an outbound queue from those that they are assigned to every time they make a
transfer call.
Dispositioning: Setting Outcomes
When you are ready to disposition a call, the following system outcomes will be available to you
depending on whether you are dispositioning a manual call or an automated call. Any custom
outcomes set by your administrator will also be available.
Deadline: Selected if the number is a deadline. The customer will be attempted again.
Answer Machine: Selected if the number is an answer machine/voicemail. The customer will be
attempted again.
No Answer: Used if there is no answer (just rings out)/ goes to voicemail. The customer will be
attempted again.
Wrong Number: This particular number (for the call you are on) will be marked as complete in your
database (i.e. it will not be attempted again). If there is more than one contact number in this record
for the customer, the other numbers will remain and will be attempted.
Outcomes are categorized as a Complete or Incomplete. Complete outcomes remove the customer
record from the active calling list for that dataset; customer records with an incomplete outcome will
be called back according to the retry rules of the queue or platform.
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Making and Receiving Calls
If an outcome has a lightning bolt next to it then it is a Quick Outcome. Clicking it will cause the call to
disposition immediately. Any outcome without the lightning bolt will require you to click Disposition.
Setting the Scheduled Callback Outcome
To set a scheduled callback, click on the system outcome Scheduled Call Back.
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Making and Receiving Calls
You have the choice to select which number the customer would prefer to be called back on from the
customer’s record (mobile, home or work).
You can then select the time and date you want this record to be called back, whether you want this
call to be a Personal Callback, i.e. a callback for you only (agent-specific callback). If you do not mark it
as a personal callback, it will be set as a callback for the general pool of agents for any agent to pick
up. You can also enter callback notes that can be viewed when the call is re-dialled.
If you have set personal scheduled callbacks they will appear on your main agent desktop screen so
you can see which callbacks you have scheduled and for what time (if enabled by your administrator).
For personal callbacks records are dialled in preview mode. That is, the record is popped to the agent
at the same time as the dialler attempts to place the call. The agent will hear ringing if the line rings.
The agent must disposition the call appropriately even if the dial attempt results in a no answer or
dead line.
Note that agent-specific callbacks will only be redialled if that agent is logged in at the specified time.
If the agent is not logged in, the callback will be retried at the soonest available time when the agent is
next logged in.
Repeat Daily: If you select Repeat Daily it will try the customer at the same time every day until a
complete outcome is selected.
Personal callbacks have a higher dialling priority than other calls. This is to ensure that the customer is
called back at the agreed time although it does rely on the agent being available to place the call at
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Making and Receiving Calls
that time. If the Repeat Daily flag is set, the dialler will dial the record as soon as the agent becomes
available for up to one hour after the callback time. After that the call will be attempted at the same
time the next day.
If the Repeat Daily flag is set for non-personal callbacks and if the callback does not connect (e.g. no
answer or dead line) the dialler automatically puts the record forward by whatever the default retry
time is for the queue.
Grouping Outcomes
Outcomes can be organised into groups by your administrator to make it easier for you to find them.
Expand the group tab to see the outcomes in that group. As well as the groups that you will have
created, there are two default groups: Others and System. Others are any outcomes which are not
grouped using the hyphen. The System group includes system outcomes.
Tag a Call
Administrators can enable or disable tags on the Configure global agent options tab under System
setup.
When Tags are enabled, agents can tag their calls. This can be useful to categorise calls and filter them
in the Tags Report.
When the agent is on a call, there will be a tab with a label icon on the Navigation panel on the right
hand side (as shown below )which allows the agent to tag the call from pre-set tags (managed in the
configuration panel):
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Making and Receiving Calls
Once this is done the agent should click the tick icon to disposition the call when it is
completed.
Searching for Records
When a call begins the system will automatically search to see if the dialled number is known to the
database (if enabled in your configuration). If a record with the dialled number does not exist, you
can create it using the New Record button. If there are several matches it will give you a list to choose
from. A manual search can also be done by clicking the Record Search button.
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Click Open in the relevant record to bring up the customer’s details.
You can also search for customer details based on another number using the Search feature whilst on
a call. This can be useful, for example, if you have received a call on an inbound queue and want to
search for the customer to see if they are in another record/under a different number in your database
(e.g. exisiting customer- and bring up their details and if not, to add their record to the database.)
When you click this button, it will bring up a list of records in the database that match with the phone
number you are on a call to/name/address, etc.
Editing Records
The details of a customer are displayed and can be updated during calls as well as after the call has
been hung up and before the call has been dispositioned. Recent notes are show on the right and
new ones can be created and saved.
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Making and Receiving Calls
Agent Desktop’s Dashboard Tab
This tab shows the agent statistics about their performance, time spent on calls, time in each status
and the number of calls made.
Statuses: An agent can review the amount of time they have spent in each status by percentage and
in actual time.
Statistics: This section shows the number of different calls made and received and how many were
successful sales. A sale count is triggered by any outcome that has a Sale=Yes associated with it. Sale
can be used by businesses to measure any number of successes (commitments, appointments,
product sales, etc.).
World Clocks: The local time and day of the week for the cities chosen in the settings tab are displayed.
Notepad: scratchpad for notes.
To-Dos: to-do list.
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Making and Receiving Calls
Instant Messaging
Instant Messaging provides an efficient way for agents and teams to send messages to each other. It
facilitates quick conversations for agents who may be tied up on the phone and therefore unable to
pass on a message verbally.
If you have a message, a red badge will appear to indicate there are unread messages. New
messages will also appear as a desktop notification at the bottom left of the screen for a few
seconds. You can click on the notification to open the conversation immediately.
Agents may receive broadcast messages. These are sent by admins to each person individually,
preventing a group conversation from being created.
By default agents cannot start conversations but can reply to them. Both administrators and
supervisors can talk to everyone but only administrators can change the settings of other users.
Settings are applied individually to each agent from the Agents, Teams and Queues page.
Starting a conversation with another colleague is simple and lets you connect instantly. Click the
instant messaging icon at the bottom of Navigation to open the instant messaging panel. You will see
any existing IM conversations and the option to search or start a new conversation.
To start a new conversation, click the Plus
icon on the top right, next to the avatar
From the list of agents, select the people
you would like to send an Instant Message
to by clicking on their name. Alternatively,
you can select from a list of teams instead
by clicking the Team icon at the top.
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Selecting more than one person or team
will create a group conversation.
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Once a person or team has been selected,
the screen will change into chat mode. A
message box will appear at the bottom of
the page into which you can type your
message. Type your message and press
enter to send it. Once the first message of
the chat is sent, the received messages
panel will replace the contact list allowing
you to see the conversation.
All of your history is saved so that old
messages can be read when a
conversation is reopened. The most
recent messages are displayed at the
bottom of the conversation and older
ones can be loaded by scrolling to the top
and clicking Load more.
Switchboard
The Switchboard provides a quick way to find contacts and direct incoming calls to them. The
switchboard function can be enabled on a per agent level by going into Agents, Teams and
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Making and Receiving Calls
Queues and clicking on the Agents tab. Click the gear wheel beside an agent and select
Edit, turn switchboard function on at the bottom and click update.
If the switchboard is enabled for you, you can search for contacts, call them and transfer calls to
them.
Searching for contacts
The search box is automatically focused when the page loads so t h a t agents can type
immediately and find contacts to call directly. Alternatively, when a call is received agents will
be able to search for contacts and transfer calls more efficiently.
Begin by typing the word you would like to search against. The system searches all of the fields
so you can type names, numbers or any other information you know about a contact to find
them.
After you have typed three characters the results will display. Keep typing and the results will
update. Switchboard will search for contacts from datasets in the ecn_switchboard campaign
that are live or on hold but that are not expired.
Transfer
Hovering over a result in the list highlights it and shows the actions available.
You can Cold Transfer or Transfer the call. Clicking Cold Transfer will pass the call to the contact
immediately. Clicking Transfer opens the transfer panel in the phone, enters the contact’s
phone number and dials them. The normal call transfer actions are available.
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Making and Receiving Calls
Place a call
The agent can also call the contact found through switchboard search. Clicking Call will enter
the contact’s phone number into the phone and start dialling. The call continues like a
normal manual call.
Lock or unlock a contact
While using the switchboard, you can lock or unlock a contact. First, use the search bar to
find the contact you would like to lock or unlock. Then click the Edit icon on the left of the
contact’s name. The actions on the right will change to show either Lock or Unlock.
A note must be added to lock a contact. Clicking Lock will result in displaying Stop every time
an agent views the contact.
An agent must read the note before proceeding. The displayed Stop sign is used to force
the agent to read the note before taking any further action regarding that contact.
Clicking Unlock removes the Stop but the note remains in place. If you clear the note field
the contact will be unlocked. To re-apply the lock you must enter a new note.
Logging Out
You must go into Idle status before logging out of the dialler. Select the appropriate reason code
from the drop-down box. This is important as it is included in the report information.
Tips:
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Making and Receiving Calls
If you schedule an agent-specific callback for a record that is sitting in a dataset that isn’t live, the
scheduled callback will not show in the agent screen.
My phone has disappeared, how do I get it back?
When unlocked the phone will slide down. Hovering over the dialler with your mouse will bring the phone back onto the
screen.
How do I change if the phone stays or hides?
Clicking the padlock in the top right of the phone locks or unlocks it. When the padlock is locked the phone will always stay
on the screen. When unlocked the phone will slide down out of the way.
I set a callback but it didn’t show up?
A callback needs to be assigned to an agent to show up on their calls tab. This is called an agent-specific callback.
How do I set up my favourites?
On the Settings tab select the Contacts, Queues and Outcomes you wish to add to your favourites.
How do I access my favourites?
Your favourites can be found in the dial pad. Look for the heart icon to show where separate favourite lists can be found.
Can I use the number keys on my keyboard to manually enter a number?
Yes, clicking in the top section of the phone will display a flashing cursor and any numbers you type will be entered into the
phone.
Can I redial a number?
If you would like to call back the most recent number, first click the Use Last button at the top of the phone to populate the
number and then click Dial to make the call.
Voicemail isn’t playing
You will need to be logged in with Soft Phone, Web Phone or Desk Phone to hear or download voicemails.
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