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Agent Dialer Guide

Overview

This section applies only to Auto Dialer and Preview Dialer campaigns.

The Agent Dialer Guide explains how agents log in, join a campaign, and manage calls using the dialer interface. Once logged in, agents can select their assigned campaign and access key tools such as call controls, customer details, and scripts.

For Auto Dialer, calls are automatically connected to available agents when they are active, allowing continuous call flow. Agents can view customer information, flag invalid details, and submit dispositions after each call.

For Preview Dialer, agents manually initiate each call, review customer details before dialing, and can update or edit lead information as needed.

Both dialer types allow agents to manage live calls with features like hold, transfer, mute, and end, ensuring smooth handling of customer interactions and accurate campaign reporting.

Steps for Agent Caller

  1. Enter your domain. The screen will prompt the agent to enter the Username and Password. Click on Login.

  2. Select the campaign Auto Dialer/Preview Dialer from the drop-down menu and click Confirm.

    Auto Dialer

    Auto Dialer Campaign Configuration

  3. An Agent Dialer interface with the following fields will appear:

    1. Agent Status toggle (Only for Auto Dialer): Make sure its enabled (green), meaning the agent is active and ready to take calls
    2. Selected Campgain from the drop-down menu.
    3. Keypad for dialing the numbers.
    4. Script: Displays the call script the agent should follow.
    5. Logout for the agent to log off from the system.

      Auto Dialer

      Auto Dialer

      Preview Dialer

      Preview Dialer
    6. Contact information of the customer sourced from the uploaded Leadset or entered manually via the Lead Form. The contact information of the customer will be updated after the agent receives the call.
    7. Lead Preview (Only for Preview Dialer): Opens lead details for the agent.
    8. Invalid Details (Only for Auto Dialer): Lets the agent flag the lead if information is incorrect or incomplete.
    9. Get Next Led (Only for Auto Dialer): It becomes active after the current call is concluded and displays the information of the next customer.
    10. As soon as the Agent Status is enabled, the agent starts getting calls. (Only for Auto Dialer)
    11. Call (Only for Preview Dialer): Hit the call button to phone the customer.

    12. A Live Call window will appear.

      Auto Dialer

      Auto Dialer

      Preview Dialer

      Preview Dialer
      1. Hold: Allows your agent to place the call on hold.
      2. Transfer: Transfer call to another agent or manager.
      3. Mute: Allows your agent to mute your call.
      4. Park: Currently NOT IN USE.
      5. Conference: Currently NOT IN USE.
      6. Keypad: Displays the number keypad.
      7. End: Allows your agent to disconnect the call.
  4. After the call ends, your agent can either Submit the disposition and get ready for the next call or Submit & Go On Pause. (For Auto Dialer)

  5. A window will prompt you to either Set Disposition or Update User Details. (For Preview Dialer)

  6. Invalid Details: Lets the agent flag the lead if information is incorrect or incomplete.
  7. Your agents can also the update the customer details using the Edit button.
  8. Click on Get Next Lead to dial the next customer. ( Only For Preview Dialer)
  9. The next call will go through after 30 seconds. ( Only For Auto Dialer)
  10. The updated Campaign Overview can be seen.

    Auto Dialer

    Auto Dialer

    Preview Dialer

    Preview Dialer
  11. The updated Leadset Overview can be seen.

    Auto Dialer

    Auto Dialer

    Preview Dialer

    Preview Dialer