Agents use the CommPeak Dialer to communicate with leads and convert them into clients. To view all dialer calling options, go to your dialer workspace and click Agent. Select any option from the dropdown menu to use it:
Future call-backs are calls with leads scheduled to a specific time. Here you can view the leads assigned to you. They are stored in the future call-back list, and you can view and edit these leads as well as manually call them.
There are three types of filters:
Campaign Filters that include campaigns, users, statuses, and user tags.
Lead Filters that have leads’ names, phone numbers, original identifiers, countries, and IDs.
Also, we have added the email filter.
Time Filters that let you choose the date and time of the call-back.
After you apply one of the filters, you’ll see all the leads assigned to you.
Each lead has a Choose Action menu on the right where you can access the following options:
Click this option to make a manual call
View here all the comments on the lead and add new ones
Click to go to the lead history page
Click to unassign the lead from the agent
Check out this article to learn about Future Callback Editing.
Progressive Calling is a scheduled manual dialer call that also lets you change the status and add a comment on a specific lead.
Currently, this option is not used.
Predictive Calling fulfills the main Dialer's purpose — it dials leads automatically based on previously set rules. If the lead answers the automatic call, the call is transferred to an available agent and connects the lead to that agent. Learn more details on this calling option in Predictive Dialing and Editing Campaign Parameters articles.
Manual Call lets you directly call a client. While using this calling option, you cannot change the status or leave a comment after the call.
To make a manual call:
- In the Caller ID field, enter the ID that will be shown to the lead you are calling. Also, you may leave this field blank, and the DID default number will be displayed during manual calls. To configure the DID number, go to Tenant and select Tenant Setting.
- In the Caller Name field, enter the name that will be displayed.
- In the Phone field, enter the lead’s phone number.
- Finally, click Call.