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The Dialer

Learn how to make and receive calls using the Maqsam Dialer, manage call features, and navigate Dialer tools such as transfers, tagging, users, phonebook, and history.

📞 What is the Dialer?

The Maqsam Dialer enables agents to make and receive inbound and outbound calls from any registered device. It also supports internal calls, call transfers, and access to the phonebook and call history.

Watch this quick video tutorial before getting started: 

📋 Dialer Overview

The Dialer keeps agents connected anywhere, as long as they are logged in and have a stable internet connection. It also supports auto-login to ensure continuous availability across integrations.

Agent Statuses (visible on the Live Page):

  • Available: Agent is ready to take calls
  • Busy: Agent is on a call
  • Away: Agent is temporarily unavailable
  • Absent: Agent is offline
  • After Call Work (ACW): Agent is wrapping up a recent call
  • Custom Away Statuses: Added by the account admin

💡 Reliable internet is essential for uninterrupted Dialer performance.

📱 Registered Numbers

Agents can choose which number to call from (if multiple numbers exist). Selection is based on:

  • Registered numbers
  • Groups assigned
  • Respondent numbers
  • Default numbers set by admins

🌍 Dialing Numbers

When using outbound calls:

  • Select the country flag to set the correct country code
  • OR manually enter the country code (Dialer will auto-switch)
  • Agents may also call from the Phonebook, if authorized

🔢 Dial Pad

The Dial Pad is used to:
  • Dial phone numbers
  • Enter digits during a call (e.g., IVR responses)
  • Dial internal numbers

🔇 Mute Button

The Mute Button mutes the agent’s side of the call.

⏸ Hold Button

The Hold Button places the caller on hold and plays hold music until:

  • Another agent answers the call
  • Or the original agent resumes

🔁 Call Transfers

The Call Transfer Button allows agents to transfer calls in two ways:
  • Cold Transfer: Transfer without speaking to the receiving agent
  • Warm Transfer: Speak to the next agent first and pass context before connecting the customer

🏷 Call Tagging

Agents can apply tags during a call or in After Call Work (ACW). Tags are created by admins and can be searched and applied as needed.

👥 Users Tab (Internal Calls)

The User Tab (Internal Calls) Button can be used for:

  • Shows agents available for internal calling
  • Supports search and internal communication
  • Disabled if internal calls are not enabled on the account

📇 Phonebook Tab

The Phonebook Tab can be used for:

  • Displays authorized contact lists
  • Allows searching and placing calls directly from contacts

🕓 History Tab

The History Tab shows the agent’s call log with options to:

  • Save contacts to the phonebook
  • Add tags
  • View call duration

📞 How to Use the Dialer

📤 Making Outbound Calls
  1. Log in to your Maqsam account. 
  2. Click the Dialer tab at the top right.
  3. In the Dialer window, enter the phone number in the “To” field.
  4. Click the green Call button.
  5. Wait for the call to connect.
  6. Click the red Hang Up button when finished.
📥 Receiving Inbound Calls
  1. Log in to your Maqsam account. 
  2. Open the Dialer tab.
  3. Ensure:
    • Internet status is Online
    • Your agent status is Available
  4. When a call comes in, select Answer or Hang Up.
  5. The Dialer will show IVR selections and the caller’s name/number if saved.
🔁 Making Internal Calls
  1. Log in to your Maqsam account.
  2. Open the Dialer tab.
  3. Go to the Users tab.
  4. Select the agent you want to call.
  5. View internal call logs in History or under Calls Page Logs.