The Dialer

The Dialer

The Dialer is a tool that enables agents to make and receive inbound and outbound calls from any registered device. In addition to the ability to make Internal Calls, Transfer Calls to other available agents and view Phonebook and history of calls log.


Dialer Details

Dialer allows agents to stay connected with the customers no matter where they are. Any available agent will be able to utilize the dialer to make calls while they are logged in. The dialer also provides the ability to auto login to guarantee agents availability at all times with all integrations. 


The dialer can provide with a set of agent statues to log agents activity as follows, which can be monitored from the Live Page:

  • Available: Agent is Available.

  • Busy:  Agent is busy with a call.

  • Away: Agent away from keyboard.

  • Absent:  Agent is Offline.

  • After Call Work: Agent is working after a Call.

In addition to away statuses added by the admin to the account.


Info
It is important to make sure that the internet connection is reliable and consistent to be able to use the dialer with no interruptions. 

Registered Numbers

Authorized agents will be able to choose the number they are calling from if the account has more than one registered number, or any number set by default by admins. In order to select the number to call from In the case of multiple registered phone numbers, Agents can also choose from registered numbers according to groups assigned and respondent numbers.

Dialing Numbers

While making outbound calls agents need to select the flag of the country in the dialer for the country code they are calling and enter the number. 

Authorized agents can also select numbers from Phonebook by which they have access to. Alternatively, country code can be also entered manually and the dialer would automatically switch to that country.


Dial Pad

The Dial Pad can be used to either dial numbers or to enter numbers while on a call, to respond to IVR or dial internal numbers.


Mute Button

The mute button can be used to mute the agent’s side of the call


Hold Button

The hold button will put the call on hold and play music on the callee’s side until the call is transferred to another agent or the same agent resolves the issue at hand.

Call Transfers 

The call transfer button allows the agent to transfer the call in two ways:
Cold Transfer: is when a call is transferred to another agent without a receptionist or another live agent first speaking with the customer.

Warm Transfer: when one agent answers a call and then transfers the call to a different agent but passes on any relevant information so that the caller doesn't have to repeat themselves.

Call Tagging

Call tagging enables agents to apply tags on the call while it is ongoing or after they are done from the call in the After Call Work (ACW) time. 
Agents can search from the created tags by admins to apply on calls accordingly.


Users Tab

Allows agents to view and select other agents which they can call internally. Authorized agents will be able to see other authorized agents and call them internally, with the ability to search.

If internal calls are not enabled on the account this tab will be disabled.

For more information see How To Manage Internal Calls.



Phonebook Tab

Authorized agents will be able to browse contacts from the phone, with the ability to search for saved contacts or browse them to call.



History Tab

The history tab displays a log of the history of the calls made by the agent with the ability to save to the phonebook, add tags and view call time.


How To Use The Dialer

Outbound Calls

Step 1: Log in to the Maqsam portal using your username and password.
Step 2: Click on the Dialer tab on the top right corner of your screen.

Step 3: Dialer window will pop-up in a separate window, enter the phone number you want to call in the "To" field.

Step 4: Click the green "Call" button.

Step 5: Wait for the person to answer the phone.

Step 6: When the call is finished, click the red "Hang up" button or wait for the other party to hang up.


Inbound Calls

Step 1: Log in to the Maqsam portal using your username and password.

Step 2: Click on the Dialer tab.



Step 3:  Make sure the internet status is Online, and the status is set to Available on the Dialer. As you will be now ready to receive calls.


Step 4: Once an incoming call is received you will be able to; Answer or Hang Up.

Step 5: You will also be able to see the options the client chose in the IVR as well as their number and/or name if it is saved as a contact.


How to Use Internal Calls

Step 1: Log in to the Maqsam portal using your username and password.

Step 2: Click on the Dialer tab.

Step 3: Navigate to the Users tab and click on the name of the agent you would like to call.

Step 4: Find the call logs in History of the Dialer or under Calls Page logs. 



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