Welcome to the guide on getting started with the Dialer. New agents can learn how to log in to the system and what to do if you forget your password. We will also walk you through the workspace.
Launching Dialer
You need to log in to the system to enter your own account right from your browser. Your manager will send you the login link as well as your username and a temporary password.
The system will ask you to create a permanent password upon your first login:
If two-factor authentication is enabled for your account, first log in and then perform the second verification step:
verification by email
You will receive a temporary password by email:
Enter the password and click Login.
verification by the Google Authenticator
Download and install the Authenticator app on your mobile device.
Set up the Authenticator and get ten backup codes to use in case you lose or leave your mobile device.
Enter a code from the app or one of the backup codes, then click Validate.
NOTE
If you forget your password, click Forgot Password? on the login screen. Then submit your username or email to reset the password.
Agent Workspace
After login, you enter the agent's workspace.
Main Page
Your workspace is simple and easy to use. The main page consists of the following parts:
The Dialer icon and the menu in the top left corner.
Click the Dialer icon on any page to access the main page.The navigation search bar.
You can learn how to use search from this article.Your state controls in the top right corner:
hover over the wifi sign to check the quality of your Internet connection
hover over the avatar icon to check your extension, clock in to receive calls in the predictive mode, change your state, or logout from your account.
Your dashboard. Learn how you can customize it from this article.
Predictive Call Page
Click Clock In to start receiving calls. After clocking in and responding to a call from your phone client, you enter the call page. Once the system connects you with the lead, more controls and actions are available.
From this guide, you can learn in detail how to clock in and make calls.
Feedback Page
The feedback page appears after the call ends.
Please take a look at this guide for more information.
Contacts Page
The Contacts page displays a list of your appointments with leads and allows you to view the history of meetings, add comments, or change appointment times.
To reach this page, click Workspace > Contacts.
Please take a look at this article for more information.
Leads Search Page
On the Lead Search page, agents can apply filters to get detailed search results on leads. Simple and advanced search options are available.
To reach this page, click Workspace > Contacts and switch to the Leads Search tab.
NOTE
You need to specify at least two parameters to run the search.
Here, agents can also view the lists of their own calls and listen to their recordings.
To display calls and listen to them:
Go to Actions and select Calls.
Your recorded calls will appear on the new page. Click Play Record to listen to a recording.
Recent Calls Page
This page is made to check your last 30 calls. To go there, select Workspace > Recent Calls.
By default, all thirty calls are displayed here. You can apply multiple filters to see any specific calls.
Knowledge Base Resources
You can use the following resources in addition to this guide:
article about Predictive Dialing
article about Scheduled Calls
article about Dialer Calling Options
Getting Help
Submit a support ticket or turn to your manager for more information.