- 25 Jan 2024
- 4 Minutes to read
- Updated on 25 Jan 2024
- 4 Minutes to read
Who should read this article: Agents
How to use Agent Panel in a Voiso Dialer outbound calling campaign.
The Voiso Dialer automatically dials a list of your organization's contacts and connects agents to calls that are answered by a person. That means that you, as an agent, do not have to manually dial calls, saving you time and avoiding dialing mistakes. In an outbound Voiso Dialer Campaign, you use the Agent Panel to join and leave campaigns, handle campaign calls, and select wrap-up codes.
Voiso provides two methods to alert you that there is a Dialer campaign for you to join. Your supervisor might send you a Broadcast messages notifying your team about an upcoming or just-starting campaign. Also, when a campaign is started, Voiso notifies you in the Agent Panel, if you are logged in, that you have been added to one or more campaigns.
How to join a campaign
To join a campaign, click the Dialer campaign icon in the Agent Panel to display the Dialer campaign view, then click the name of the campaign you want to join.
To start receiving calls, set your status to Available. Calls are then routed to you to handle.
Handling a campaign call
The Voiso Dialer automatically dials calls during a campaign. All you have to do is wait for a call to be directed to you. When a contact answers the phone, the call is routed to you and the Call screen is displayed. The Call screen includes all the functions you need to handle the call. You hear the caller in your headset and can speak to them through your microphone.
When you have finished the call, click End to hang up the call. If the contact hangs up their phone, the call automatically ends. At the end of a call, the Wrap-up code screen is displayed. Click the wrap-up code that matches the business outcome of the call.
The Call screen is displayed in the Agent Panel when you are handling a call. It includes call controls and status information. The Call screen includes the following features and controls:
The controls that are displayed are set up by your administrator, so you might not see all the call controls described in the following table.
|The number you dialed (DNIS) and the elapsed time of the call
|Buttons enabling you to manage the call
|Place the call on hold so that you and the contact cannot hear one another. For some features such as Consultation, the call is placed on hold automatically
|Immediately transfer to a number you dial a call without knowing if the call will be answered
|Enter numbers using the dial pad to send DTMF. This is commonly used to navigate phone system menus.
|Mute your microphone so that the contact cannot hear you
|Speak to another employee about a contact’s case, without the contact hearing the conversation, and transfer the call when necessary
|Invite another party to join an active call, enabling all parties to hear and speak to one another
|Start, pause, and stop recording a call (this feature is not available in all contact centers)
|Button to hang up the call
|Call volume control for your headset. Click it to mute the caller. Hover your mouse pointer to display the volume control slider.
|The Caller ID (CID) that is displayed to the contact on their phone
|Your current availability status and how long you have been in that status. When you are on an outgoing call, your status is Outbound.
|You cannot change your status while you are handling a call
To stay in a campaign but temporarily pause calls routed to you, set your status to Unvailable (reason). The Unavailable statuses are defined by your administrator.
To resume taking calls, set your status to Available.
Leaving a campaign
When you are finished working on a campaign, such as at the end of your shift, click the Leave campaign button. This button is displayed on the Dialer waiting screen and the Call Screen. If you have an active call when you click the Leave campaign button, you must complete the call before the request to leave the campaign is completed.