Dialer

Log in to dialer

When you switch to a custom work level including the campaign, dialer service a new card with the title Dialer will open in the pane. To log in and start working, choose a campaign in the list and click Connect.

ACE Dialer will connect to the extension you are logged in to. When the connection is established you will hear a welcome message and be prompted to confirm the connection. There is a client setting where you can choose to automatically confirm upon login.

Working with dialer

When you are connected to dialer, the title of the Dialer card will show the name of the campaign you’re currently working with. The Dialer card will be open the whole time you work with dialer, presenting information about how the dialing is progressing as well as information about your performance.

ACE Dialer automatically makes one or more calls at the same time. If there aren’t any active campaign records to call the dialer will be idle and you will be notified by a red stripe in the margin.

Blending with other media

When a peak situation occurs in the customer service, agents currently working with dialer might automatically be lent out to the service in need according to predefined rules set up by the administrator. When the peak has passed, the procedure will be reversed and lent out agents will be returned to dialer automatically.

When an agent is borrowed to another service, the work level will be set to dialer – borrowed, the Dialer card will be closed and an information message will be shown:

When the queue situation is resolved, the borrowing of extra resources from dialer is no longer needed. The work level will be set to what it was before, the Dialer card will be reopened and the agent gets to choose if he or she wants to be reconnected to the same campaign as before or choose a new one.

Log out from dialer or switch campaign

If you want to switch to another dialer campaign or end your work with dialer campaigns, you must always first make sure that you are paused.

To log out from the dialer campaign you’ve been working with you switch to another work level. If you want to start working with another dialer campaign, you just switch back to a work level with dialer and choose another campaign to log in to.

More information

You will find more detailed information about working with Dialer here: Basics about dialer campaign. Some details in the client interfaces will differ but the functionality is the same.