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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

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Ensure that you're prepared to accept incoming calls first. You'll need to adjust your availability status to Available and turn off Do Not Disturb mode.

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 the hold queue or a fallback option.

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Answer calls from within the Dialpad app or by using the floating notification.

Select Answer and you'll pick up on behalf of the assigned Call Center in your organization.

What you'll notice is that, while 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.

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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; therefore, you can decide whether to stay in that state or return to Available.

Keep in mind that you cannot block a number as an Agent; only an Admin may block a number for a Shared Line.

Call Recording

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Agents in a Call Center can stop and restart a call recording.

From the Dialpad app during an active call, select This Call Is Being Recorded By Admin - Click To Stop. You'll then see the option to click to restart call recording.

If you don't see the option to do this, reach out to your Admin as they have access to enable or disable call recording for Agents in a Call Center.

Place a Call

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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.

It will remain as your caller ID until being changed again.

Wrap-Up Time

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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.

Transfer a Call

Just like your personal calls, you can choose to transfer your Call Center calls with:

Send a Message

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

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

Call Center Inbox

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

Hold Queue

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Agents can see a list of all calls awaiting an Agent to pick up and how long callers have been on hold for.

From the Dialpad app, select Hold Queue. You can select Refresh as well to get an updated view of the hold queue at any given time.

Until an Agent takes a call, the caller will hear hold music every 60 seconds. Call Centers can also allow callers to press a key to leave a voicemail.

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

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From Dialpad.com, navigate to Admin SettingsCall Centers.

You'll see a list of notifications and subscriptions at the top of the page. Choose how you'd like to receive notifications in addition to the types of notifications this Call Center shares with you.

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

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