In Tenant -> States, you can set up user states so that agents can indicate when they are available for calls or on a break. Each agent's state is reflected on the Realtime Dashboard.
In every dialer, the Online state is the default one. Once the agent logs in, they are automatically assigned the Online state. In this state, you can make manual calls or clock in to work in the Predictive mode.
In addition to the Online state, you can create as many states as you need. If the agent sets any state other than Online, they will not receive incoming calls.
To create a new state:
- Go to Tenant -> States.
- On the page that opens, click Create New States.
- Enter the name of your new state and its DTMF number. Then select the checkbox below if you want to enable the state right away.
- Click Create.
What is DTMF?
DTMF (Dual tone multi-frequency) is a technology for transmitting keypad digits via unique tone combinations.
To change the state, an agent must dial *14 and press the DTMF number corresponding to the desired state. It will take a few seconds for the state to be changed and shown on the Realtime Dashboard.