🚧

In this article, working in the Predictive Mode within the new Agent Workspace is covered. If you're using the legacy Dialer Agent Interface, refer to the legacy Dialer Calling Options page.

Video Tutorial

Agents use the CommPeak Dialer to communicate with leads and convert them into clients. To view all Dialer calling options, explore your Dialer instance.

Select any option from the top menu:

• Scheduled calls with your contacts
• Predictive calling
• Manual calls.

Scheduled Calls

You can view your appointments with leads scheduled for specific times in Workspace > Contacts.

This page displays the leads assigned to you, stored in the Scheduled Calls list. You can view, edit, and manually call these leads.

You can apply three types of filters:

• Campaign Filters that include campaigns, users, statuses, and user tags.

• Lead Filters that include leads' names, phone numbers, original identifiers, countries, IDs, and email.

• Time Filters that let you choose the date and time of the callback.

After you apply one of the filters, you’ll see all the leads assigned to you.

Each lead has a Choose Action menu on the right, where you can access the following options:

Check out this article to learn more about Scheduled Calls.

👍

NOTE

If working in the Predictive Mode within the new Agent Workspace, you can also schedule calls from the Feedback page and view your scheduled appointments with leads by using the Calendar option.

Additionally, in the Header area on the right, you can:

• see the number of your meetings scheduled for today out of the total allowed per day
• view the total number of your personal meetings with leads compared to the maximum allowed.

Predictive Calling

Calling in Predictive mode fulfills the main Dialer's purpose - it dials leads automatically based on previously set rules. If the lead answers the automatic call, the call is transferred to an available agent and connects the lead to that agent.

Go to Workspace > Predictive Dialer to start working in the predictive calling mode.

Then, click your profile icon at the top right and select Clock In.

Click to accept the system call to the lead.

Once a lead is connected, your Agent Workspace automatically expands to provide access to predictive dialing tools and data management features. This allows you to handle the technical side of the ongoing call without losing sight of the lead’s full history and details.

📘

NOTE

Learn more about this calling option in the Predictive Dialing and Guide to Campaign Parameters articles.

You can report call issues from the call or Feedback page.

Manual Calls

You can manually dial the leads' phone numbers from the Built-in CommPeak Softphone you use in the Dialer and talk to them immediately.

🚧

IMPORTANT

This option is useful for urgent calls and is only available if a softphone is integrated with your Dialer instance.

Note that manual calling is similar to a regular softphone call, so it does not allow you to change the lead status or leave a comment after the call.

When dialing the lead's number, the system will apply a necessary Caller ID according to the predefined calling rules.

While on the call or after it ends, you can report issues with its quality.

👍

TIP

You can perform a self-test for echo and DTMF functionality by dialing 07777712125552665 from any SIP account in the CommPeak Portal.

Using this special phone number is free of charge and available to all SIP clients.