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IMPORTANT! Legacy Agent Interface Update

You are viewing the documentation for the legacy Dialer Agent Interface.

To learn about the new Agent Workspace with the latest Predictive Mode features, please check the updated Dialer Calling Options guide.

Video Tutorial: Dialer Calling Options

Agents use the CommPeak Dialer to communicate with leads and convert them into clients. To view all Dialer calling options, go to your Dialer workspace. Select any option from the drop-down menu to use it:

• 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. Here, you can view the leads assigned to you. They are stored in the Scheduled Calls list, and you can view and edit these leads and manually call them.

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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:

There are three types of filters:

campaignFilters that include campaigns, users, statuses, and user tags.

leadFilters that have leads’ names, phone numbers, original identifiers, countries, and IDs.

Also, we have added the email filter.

Time Filters that let you choose the date and time of the call-back.

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.

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. 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 pages.

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NOTE

Check the Agent Workspace: How to Switch & What's New page to learn what has changed in the new Agent Workspace, where to find your favorite tools, and how to switch from the Legacy Agent Interface.

Manual Calls

You can manually dial the leads' phone numbers from the softphone you use in the Dialer and talk to them immediately. This option is useful for urgent calls.

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.

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.

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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.