Agents don't have access to the Auto Dialer section by default, so they cannot view the list of the existing campaigns, edit them or create the new ones. They can only see the campaign calls ringing to them in the webphone, with the following information displayed:
- Outbound campaign name and description;
- Information about the call:
- the contact's name (optional, can be blank);
- the contact's phone number(s) (at least one number is mandatory);
- additional information included in the notes (optional, can be blank).
The Agent must decide whether to make the call or not within the preview time period (for preview dialing), or whether to accept the call or not within the ringing agent time (for progressive & predictive dialing).
If the Agent ignores or declines a campaign call, it will go to the next available Agent. In case there's only one Agent in the campaign, the call will be coming up for this Agent over and over until they accept the call.
After connecting with the contact, the agent has the following options:
- Select the call outcome result (from the agent dispositions added to the campaign);
- Add the phone number to the DNC (Do Not Call) list on the account:
Adding a phone number to the account DNC list will exclude it from any outbound campaign on the account.
Supervisor workspace
All online calls are displayed on a separate tab called Campaign calls. Supervisors can filter calls within a specific campaign using the Campaign name filter.
Real-time call management options are available to Supervisors, they are the same for campaign calls:
- Listen: the Supervisor can listen to the call and hear the participants, however, they are unaware of his presence and can't hear him/her;
- Coach: the Supervisor can hear all parties in the call, but only the Agent is aware of his/her presence and can hear him/her.
- Barge: the Supervisor joins the call, all parties can hear each other, so it becomes a regular conference call.
- Intercept: the Supervisor intercepts the call, the Agent is disconnected from it.