Dialler Toolbar

Where the dialler is enabled, the Agent navigates to the Agent Desktop and clicks on the Dialler Calls Icon, they will be taken to the Script List, but will see some additional options at the top of the screen for logging into the dialler.

the first time an Agent is to handle dialler dialled calls, they will have to link their CallScripter User Account with a DXI EasyCall Dialler Account. This is done in the User Preferences section.

Available

Once logged on to the dialler, the agent must click this icon to indicate that they are available to take the next call.

Hang Up

Allows an agent to disconnect a connected call.

Mute

Mute the agent.

Transfer Call

Transfer the call to another agent.

Agent Status

Displays the current status of the agent.

Log Off Reason

The reason for logging off must be selected prior to the agent clicking the Log Off button. The reasons are used in reporting:

Admin
Break
Lunch
PBreak (Personal Break)
Train (Training)
Coach (Coaching)
Home

Log Off

Once a reason for logging off has been selected (6), the agent can log off the dialler here.

Log On

To log on to the dialler using a phone, the agent must enter their DDI number in the dialogue box and click logon.

They will be prompted to enter a username and password. Both the username and password is the ID number shown when setting up the DXI Agent. See Dialler Campaign Management. The system is very sensitive. When logging on, the agents should enter their agent login number followed by the hash/pound (#) key. They should wait for the system announcements to finish rather than jumping ahead or the login will fail.

To logon using a SIP/soft phone, the provider will provide a dial in number. The agent should enter their login number followed by the hash key for both the username and password, then make themselves available (see 1)