Outbound campaigns
  • 25 Jan 2024
  • 4 Minutes to read
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Outbound campaigns

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Article Summary

Who should read this article: Agents

How to use Agent Panel in a Voiso Dialer outbound calling campaign.

Introduction

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.

Agent Panel Outbound Dialer Call

Campaign Alerts

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.

Dialer Agent Added to Campaign

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.

Dialer Agent Two Campaigns

To start receiving calls, set your status to Available. Calls are then routed to you to handle.

Dialer Agent Campaign Next Call

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.

Dialer Agent Campaign Call

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.

Dialer Agent Campaign Wrap-up Codes

Call screen

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:

Information

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.

FeatureDescription
1Called numberThe number you dialed (DNIS) and the elapsed time of the call
2Call controlsButtons enabling you to manage the call
HoldPlace 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
Blind transferImmediately transfer to a number you dial a call without knowing if the call will be answered
KeypadEnter numbers using the dial pad to send DTMF. This is commonly used to navigate phone system menus.
MuteMute your microphone so that the contact cannot hear you
ConsultationSpeak to another employee about a contact’s case, without the contact hearing the conversation, and transfer the call when necessary
ConferenceInvite another party to join an active call, enabling all parties to hear and speak to one another
RecordStart, pause, and stop recording a call (this feature is not available in all contact centers)
3EndButton to hang up the call
4Volume controlCall volume control for your headset. Click it to mute the caller. Hover your mouse pointer to display the volume control slider.
5CIDThe Caller ID (CID) that is displayed to the contact on their phone
6StatusYour current availability status and how long you have been in that status. When you are on an outgoing call, your status is Outbound.
7Status menuYou cannot change your status while you are handling a call

Pausing calls

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.

Agent Panel Status Menu Click To Open

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.

Dialer waiting

Agent Panel Leave Campaign Dialer Waiting

Call screen

Agent Panel Leave Campaign Button


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