CommPeak Dialer Guide | Optimize Agent Communication & Operations

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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 visit the updated guides here: Agent's Guides.

CommPeak Dialer is designed to improve agent communication in a structured and efficient way.

This section introduces essential resources available for both agents and managers to support their use of the Dialer. Familiarizing yourself with these resources will help ensure smoother operations within your team.

Check the pages below that outline specific topics relevant to agents and their managers, from onboarding to dialing strategies:

Getting Your Agents Started - Manager's Guide

Learn how to set up agent users, manage their login process, reset passwords, and introduce them to their workflow and workspace.

Getting Started - Agent's Guide

Learn the essentials of using the CommPeak Dialer, covering login setup, workspace navigation, and instructions for managing calls and contacts, along with helpful resources for further training.

Dialer Calling Options

Discover the calling options agents have in CommPeak Dialer to communicate with leads.

Predictive Dialing

Understand how to work in the Predictive Dialing mode that automates the calling process using predefined rules. The article will guide you through clocking in, making calls, submitting feedback, and clocking out.

Scheduled Calls

Manage your personal scheduled meetings with leads, view and edit upcoming calls, and perform actions such as making manual calls, adding comments, and reviewing lead history from the scheduled calls list.

Personal Predictive Queue

Activate and configure the Personal Predictive Queue (PPQ) feature, manage agents' calling ratios, and monitor PPQ agents from the Realtime page.

Call Rating

Learn about the call rating feature that enables you to easily give feedback about the call quality and report call issues.

Registering in Third-Party Softphones

Learn how to register your CommPeak Dialer user account in MicroSIP or any third-party softphone to make calls using the Dialer voice infrastructure.

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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.