Note
Italicized terms represent clickable icons on the specific screen being discussed.
The Dialer only appears after you have connected as an Agent and allows you to place outbound calls. However,RETURN TO THE MAIN SUPPORT PAGE
This guide explains how to call someone that is not a Lead or Customer via the Dialer located inside the status bar. Don't forget that you should never use this function to directly dial a Lead or Customer
. These calls should always be initiated using the "Start Call" icon inside the Lead or Customer card.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
The Dialer only appears after you have connected as an Agent.
Access
(A)Dialer - In the agent status bar, click the icon to open.
to open the Dialer and make a call. From the Dialer, you can access saved People and Location contacts as well as dial a number as you would a regular phone.
Select a Location
(B) Location dropdown - Click to access the location you wish to call from.
Calling as - You will need to click the dropdown to select the location that will appear in the call recipient's caller ID. The list will display locations you are currently assigned to.
Manually Enter a Phone Number
(C) Keypad - Click to enter numbers manually as you would a normal phone.
Contacts - The People and Locations features are only available while the Phonebook is selected.
- (D) Phonebook - Clicking accesses convenient calling options.
- (E) Locations - Access list of all location phone numbers for one-click, calling option.
- (F) People - Access list of employees registered in CallPotential for one-click, calling option.
Place Call - This becomes clickable once you've chosen a location and entered a valid number. The call will be automatically placed if you clicked a saved location or person.
(G) Phone - Click the phone icon to place a manual call.
The dialer will initially open to the Keypad view. This allows you to click individual digits in the Dialer much like calling on a regular phone. When entering a number to dial, you don't need to add the "1" in front of the area code.
(D) Number Window - Your entered digits will appear here along with a Delete icon in case you need to edit the number.
Using Saved Contacts
(E) Phonebook - Click to access saved contact information for People and Locations. This provides convenience when placing a call.
(F)Locations - When viewing the Phonebook, your Locations list will appear by default. This lists all the other company locations you have the ability to call. Once you have selected a location, the (I)Phone will become enabled and turn green.
(G)People - Click to access the full list of employees registered in CallPotential. Once you have selected a person to call, the (I)Phone will become enabled and turn green.
(H) Search - If either list is very long and you know the location or person's name or the phone number, you can enter it here for an efficient way to find the contact you want to dial.
Place Call
(I)Phone - Once you've selected the location you are calling from and entered a valid number or selected a person, this becomes enabled. Click to place the call.
