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Working as a Call Center Agent

Agents assigned to a Call Center are able to interact with callers in real-time, answering questions and offering assistance efficiently.

Let's take a look at working as an Agent in Dialpad.

Answer a Call

In order to receive any calls, you'll need to adjust your availability status to Available and turn off Do Not Disturb mode.

  1. Click the 'Off Duty' button beside Call Centers
  2. Select Available
  3. Slide the Do Not Disturb toggle to off

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Answer a call from the Dialpad app, or by using the floating notification — simply press 'Answer'

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While you're being rung, and during an active call, Dialpad disables the ability to change your availability status. As soon as the call ends, you can modify your availability status again.

Call Centers ring out to Agents based on routing rules, which are set by the Call Center's Admin(s)If no Agent answers, the call gets moved into thehold queue or a fallback option.

Declined and Missed Calls 

When you decline or miss a call, and Dialpad automatically sets your availability status to Off Duty.

We'll alert you via pop-up and push notification, so you can decide whether to stay in that state or return to Available.

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Keep in mind that Agents cannot block a number; only Admins can block a number for a Shared Line.

Call Recording

Many Call Centers will enable automatic-call recording. If a call is being recorded, you'll see a notification at the top of your active call.call_is_being_recorded.png

Place a Call

Agents can place calls using the Call Center's number rather than their own direct number.

From the Dialpad app, select Make A CallNew Call From and choose the Call Center's number from the drop-down. Both primary and secondary numbers belonging to this Shared Line can be used to place outbound calls.

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The selected number will remain as your caller ID until changed again.

Wrap-Up Time

Wrap-up time is the period between the end of an Agent's last call and an open opportunity to receive a new call; it must be enabled by your Supervisor.

You'll see the banner at the top of your screen disappear after the designated wrap-up time expires, or when you change your availability status.

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Transfer a Call

Call Center agents can transfer calls to another Shared Line or person. 

  1. While in the call, select Transfer and enter a name or number to transfer the call to.
  2. Once the recipient of the transfer is chosen, select Ask First (warm transfer) or Transfer Now.

Recipients of a transferred call will have the option to answer or decline.

Send a Message

Agents can send and receive messages from any lines they've been assigned.

Select View Conversation during an active call and enter the message you'd like to send using the Call Center's number.

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Call Center Inbox

Call Center inbox displays the hold queue, live calls, Agents and their statuses, new notifications, all notifications, voicemails, and recordings.

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Hold Queue

Agents can see a list of all calls awaiting an Agent from the Call Center Inbox.

From the Dialpad app, navigate to your Call Center Inbox and select Hold Queue.

You can select Refresh as well to get an updated view of the hold queue at any given time.

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Callers are redirected to the hold queue only if no Agents aren't available (such as they're already on active calls).

The caller will hear hold music until they connect to an Agent, or can be configured to allow callers to press a key to leave a voicemail.

If all Agents are listed as Off Duty, they'll be routed to the secondary handling option set by the Call Center's Supervisor.

Enable Email Notifications

Choose how you'd like to receive notifications in addition to the types of notifications this Call Center shares with you.

From Dialpad.com, navigate to Admin Settings

  1. Navigate to Call Centers
  2. Select the Call Center
  3. Navigate to Dashboards and Alerts
  4. Select Edit Alert 
  5. Update your preferences
  6. Select Close

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Interested in learning more about Call Centers? Visit this Help Center article with questions frequently asked about the topic.

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