1. Functions for work
Receiving calls
- Log in to the IPTel system with your login.
- In order to make calls from Auto Dialer, you need to manually connect to the queue. Auto Dialer queues are not automatically activated — the operator has to manually confirm his/her readiness to receive calls. If you switch from the desktop to another page of the system, the connection to the queue is automatically terminated and you need to reconnect to return.
This is done to avoid situations where the customer is forced to wait on the line until the agent is ready to take the call. In this way, the system provides high quality of service by ensuring that the call gets to the active agent. It is also important to note that in the campaign settings, the administrator can define a list of agents who are allowed to connect to a specific queue.
However, even if the agent is in this list, the connection to the queue is always made manually by the agent. This allows you to control the readiness of each agent to work with customers.
Also, operators have access to functions:
- Pause.
- Disconnect from the queue (located where the connection is and makes the operator unavailable to receive calls).
- Work with calls
Receiving a call – The call is transferred to the operator under the conditions specified by the administrator.
Add notes – After you end the call, choose Add reminder.
Choose a status (for example, Call back later).
Filling out the lead card
Reminder to call back – If your manager activates the "Reminders of scheduled calls" feature, you will receive notifications within a certain time.