Operators assigned to a Department are able to interact with callers in real-time, answering questions and offering assistance efficiently.
Let's take a look at working as an Operator in Dialpad.
Answer a Call
Ensure that you're prepared to accept incoming calls first. You'll need to remain available in Dialpad with Do Not Disturb mode turned off.
Departments ring out to Operators based on routing rules, which are set by the Department's Admin(s). If no Operator answers, the call gets moved into the hold queue or a fallback option.
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 Department in your organization.
Call Waiting
If enabled by your Department Administrator, Department lines can feature call waiting. All Operators must be busy in order for a call waiting to appear. You'll have the following options:
- Answer: Puts the first caller on hold while you interact with the second
- Merge: Joins both first and second caller on an active call
- Decline: Sends your second incoming call directly to your voicemail
Answer-Merge is currently only available through your desktop app.
Call Recording
Operators in a Cal Center can stop and restart a call recording.
From the Dialpad app during an active call, select the Record button.
Department Admins may also record calls as a requirement, and that is indicated at the top of the screen. Operators do not have access to these Admin-level call recordings.
Place a Call
Operators can place calls using the Department's number rather than their own direct number.
From the Dialpad app, select Make A Call > New Call From and choose the Department'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.
Transfer a Call
Operators can transfer calls to another Shared Line or person.
Select Transfer and enter a name or number to transfer the call to. Once the recipient of the transfer is chosen, select Ask First or Transfer Now.
Recipients of a transferred call will have the option to answer or decline.
Send a Message
Operators can send and receive messages from the Department they're assigned to.
Select View Conversation during an active call and enter the message you'd like to send using the Department's number.
Search Contact
Search for a known caller who's contacted your Department.
From the Dialpad app, select Search > Department Contacts and enter a name or number. You'll see a color tag that indicates each Department they've contacted.
Department Inbox
Department inbox displays the hold queue (if turn on), live calls, Operators, new notifications, all notifications, recordings, and faxes.
Hold Queue
Operators can see a list of all calls awaiting an Operator 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.
Ask your Department Admin to customize the hold queue.
Enable Email Notifications
From Dialpad.com, navigate to Admin Settings > Departments.
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 Department shares with you.
Operators must enable or disable email notifications manually; the setting depends on each Operator, not what a Department Admin selects.
Awesome