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Outgoing Calls

Outgoing calls are calls you make to customers β€” one at a time by hand, from the CRM, a ticket or a missed call, or in a row as part of a campaign, where Daktela loads (and sometimes dials) the next customer for you. To call out, you need to be Ready, logged in to a device and, in most cases, logged in to an outgoing call queue. The queue decides which number your customers see and how the call is recorded and reported.

Start a New Call

You can start a call from several places in Daktela.

Manual Call

Click the New call button in the sidebar, above the main menu. The Call number window opens.

  1. Enter a phone number, or choose a contact from the dropdown. You can also choose a specific colleague or a queue.
  2. Click Call.
  3. Your call starts.

From the CRM Module

Open the CRM module in the main menu and go to Contacts or Accounts.

  1. Find the contact or account you want to call and open its details. See CRM for detailed instructions.
  2. Click the phone icon next to the contact's or account's phone number.
  3. Your call starts.

From a Ticket

Open the Tickets module in the main menu.

  1. Open the ticket you want to call from. See Tickets for detailed instructions.
  2. Click the blue phone button in the top right corner of the ticket and choose the customer's number you want to call.
  3. Your call starts.

If you choose Other number, the Call number window opens β€” follow the steps in Manual Call above. If the ticket contains past calls, you can also call back from one of them: click its Call button and your call starts.

From a Missed Call

When the Missed activities button in the sidebar shows a badge, hover over it.

  1. Click Missed to open the missed activities window filtered to missed calls.
  2. Click Call to start your call.

Call Details

When you dial a call or open a campaign record, it opens in a new activity tab, labelled with the customer's name or phone number. Once the call is dialled, the call button in the sidebar turns red and shows how long the call has lasted. Click the red call button to open a list of actions:

  • Hang up.
  • Put the customer on hold, or take them off hold.
  • Invite another agent to the call.
  • Transfer the call to another agent.

Click the call tab to see the call details. Click it again to return to the previous screen (for example the Dashboard).

Info

The call detail screen may contain different widgets, set up in a different order for each queue. The Phone widget is the only mandatory one.

Phone Widget

The Phone widget header displays the queue number and name; the body displays the customer's phone number and the call duration. Use the widget to manage the call.

Phone widget with numbered controls for status, recordings, important flag, assistance, numpad, transfer, invite, screen pop, hold and hang up

  1. Select a status. If the queue offers statuses, you must select one before you can save the call.
  2. Select a recording to play to the customer. Playback controls appear once you select a recording.
  3. Mark the call as important.
  4. Ask for assistance with the call.
  5. Open the numpad.
  6. Transfer the call to another agent β€” see Transfer a Call for the difference between Blind transfer and Transfer.
  7. Invite another agent to the call.
  8. Open a screen pop (a web page your administrator has set up).
  9. Put the customer on hold, or take them off hold.
  10. Hang up.

After your call has ended:

  • Click Call again to call the customer back.
  • Click Save to save and close the activity. You may need to select a status first.

Is someone listening to my call?

Supervisors can monitor calls. Depending on how your queue is set up, an icon in the call activity may show you that your call is being monitored, and you may hear a short recording when monitoring starts and ends.

Preview Campaign (Manual)

In a preview campaign, Daktela loads the next customer for you to call, and you decide when to dial. First, log in to a Preview campaign (manual) queue β€” see Select Queues. Load your next call in the Campaign records widget on the Dashboard.

Campaign records widget with buttons to load a record from any queue or from one queue

  1. Load a record from any of the available queues.
  2. Load a record from this queue.

When you load a record, the call detail screen opens. You can review the contact's details and history before you dial. Click the green Call button in the Phone widget to dial. Fill in the campaign record form as your supervisor or team leader has instructed you. You may see a blue Skip button next to Call. Click it to skip this record.

Warning

You may have only a limited time to load your next record and read it, and to save the record form after the call. If you take longer, you may be put on the Inactive pause automatically.

Progressive Campaign

In a progressive campaign, Daktela loads the next customer for you and dials the call automatically. First, log in to a Progressive campaign queue. Once you are logged in, the call detail screen of your next call opens automatically within a few seconds. You can review the contact's details and history. After a set time, the call starts automatically. If you are ready before then, click the green Call button. You can't fill in the campaign record form until the call is connected.

Warning

You may have only a limited time to save the record form after the call. If you take longer, you may be put on the Inactive pause automatically.

After you have saved the call, the next record is loaded automatically after a set time.

Predictive Campaign (Dialler)

A predictive campaign dials several phone numbers at once in the background and connects you only to customers who have already answered. First, log in to a Predictive campaign queue β€” see Select Queues. As soon as a customer answers, you are connected immediately.

Note: If your software phone does not support auto-answer, you receive a notification that looks like an incoming call when a customer answers. The notification displays:

  • the customer's details. Click their name or company to open their CRM details.
  • the name of the queue and how long the customer has been waiting in it.
  • how long ago you received the notification.

Click the green Accept button to answer the call. If the campaign plays an announcement when you are connected to the customer, the whole announcement is played. You and the customer can both speak while it plays.

Warning

You may have only a limited time to answer the call and to save the record form afterwards. If you take longer, you may be put on the Inactive pause automatically.

Campaign Record Form Widget

On campaign queues, use the Campaign record form widget to record the outcome of the call and schedule another call if needed.

Field Description
Next call Schedule another call. Select a date and time, or click the grey watch symbol and choose one of the preset times.
Statuses Select a status. Some statuses require all mandatory fields to be filled in, or a Next call time to be set, before you can save.
Phone The phone number you called. Click the phone symbol to call the customer again after your call has ended.

Your campaign record form may contain other fields, such as name, surname, email or address. Your supervisor or team leader will tell you how to fill them in.

Voicemail

If your SIP device has voicemail turned on, you can play back your messages by dialling a feature code from the SIP device β€” the default code is *97. You may also need your voicemail PIN. You can't access your voicemail by dialling the code from the Daktela user interface.

Warning

Check with your manager:

  • whether voicemail is turned on for your SIP device.
  • which feature code you use to access it.
  • what your PIN is, if any.

Info

Messages shorter than 3 seconds are ignored by the voicemail system.

For administrators

  • The fields on the campaign record form come from the queue's call script. Which statuses need validation or a next call is set in Statuses.
  • The time limits that lead to the Inactive pause are the campaign queue settings Form load time, Time without activity and Form save time. See Preview campaign, Progressive campaign and Predictive campaign.
  • Whether an agent can call without being logged in to an outgoing queue is Can call without a queue in the header of their user rights.

What Next

  • Incoming calls β€” answer, transfer and invite on calls.
  • Dashboard β€” the Campaign records widget and your daily statistics.
  • Activities in the sidebar β€” call back missed activities.
  • CRM β€” look up and update the customer you are calling.
  • Get Started β€” statuses, pauses and the rest of your working day.