Daktela Desktop App¶

Daktela Desktop App is our proprietary WebRTC-based application that allows you to conveniently handle calls and manage many other Daktela features. It is available for download from the Microsoft Store and the Apple Store.

Info

The Daktela Desktop App replaces our original, now deprecated, Daktela SW Phone application.

Admins can create and assign a daktela device in advance, or users can create the device themselves after login using the auto-create function.

Log in¶

When you open the Daktela Desktop App, log in just like you would in your browser. Enter you Daktela URL. The format of the URL is "yourcompany.daktela.com" or similar. If you don't know your URL, ask your Supervisor or Team Leader.

ClickNextto continue.

Enter your user name.
Enter your password Click Loginor press Enter to log in.

Warning

If you are not on the daktela.com domain, you may need to load your SSL certificate into your Java library.

Go Ready¶

Once you have logged in, click the Go Ready button to start processing activities.

Log in and Out of Queues¶

Click the queue tab to open queues. The tab will open. In the Queuestab, select which queues you want to log in to.

Filter queues by type.¶

Tap the Queue Type to Filter your queues by type.

Log in and Out of Devices¶

In the Devices tab, select your devices or set up call forwarding.

Select a device from the dropdown list.
Log out of device. You cannot log out of devices with a lock.
If you want to forward your calls, enter the forwarding number.
Activate call forwarding. The Savebutton will turn into a Deletebutton. Click it to deactivate call forwarding.
Log in to the selected device.

Make a Call¶

Type a number or a CRM contact.
Click the green call button. A new tab with your call will open:

Mute you microphone.
The call is being recorded whenever the button appears red. To stop recording, simply click the button; it will then change to blue, indicating that recording has stopped.
Put the customer on hold/unhold.
Transfer the call.
Invite another agent to the call.
Open the numpad.
Hang up. When your call is finished, close the tab. If your queue has a mandatory status, click Savebutton and select one from the list and click OK.

Receive a Call¶

Your incoming call notification displays the customer's name or number, the queue name and activity type. Accept the call using the green button. If you have more than one device online, select which device you want to accept the call with from the drop down menu.

Warning

If there is a window in full screen mode, Daktela Desktop App can’t go in front of it, hence it won’t show you, that you’ve an incoming call.

A new tab with your call will open:

Mute you microphone.
The call is being recorded whenever the button appears red. To stop recording, simply click the button; it will then change to blue, indicating that recording has stopped.
Put the customer on hold/unhold.
Transfer the call.
Invite another agent to the call.
Open the numpad.
Hang up. When your call is finished, close the tab. If your queue has a mandatory status, click Savebutton and select one from the list and click OK.

Control Calls Using Your Headset¶

You can accept and end calls using buttons on your bluetooth headsets. Supported headsets: Windows:

All major call centre headsets
Regular headphones – using the Play button MacOS:
All major call centre headsets Overview of tested headsets

Headset	Windows	MacOS
Jabra Evolve2 65	Yes	Yes
Poly Voyager V4320	Yes*	Yes*
MAIRDI M890BT	Yes	Yes
Yealink WH 66	Yes	Yes
Apple Airpods Pro 2	Yes	No
Bose NC 700 HP	Yes	No
When running alongside an application fully supported by Poly. When running standalone, accepting calls sometimes requires two button presses; ending calls is not possible.

Warning

If you run Daktela Desktop App and Microsoft Teams at the same time, ending a call in one app may unexpectedly drop the call in the other. In Microsoft Teams, the Sync device buttons setting is enabled by default. This can create interference between call controls in Teams and Daktela Desktop App. Solution

Open Microsoft Teams.
Go to Settings > Devices.
Toggle Sync device buttons to Off.

Transfer a Call¶

During an ongoing call, click the Transfer button.
The window with options will open. Click Transferor Blind transfer.
Blind transfer:your call will be endedas soon as you tap the option. The customer will be on hold while the phone is ringing and will be connected to the new agent as soon as they answer. The new agent will only know the customer's name or phone number and that you have transferred the call to them.
Transfer: the customer will be put on hold. You will be connected to the agent you are transferring the call to so you can explain to them what the customer needs.
Click the user or queue to tranfer the call.
Your call will be transfered.

Send an SMS¶

Click the SMS tab to send a new SMS message. Set up your message:

Enter a phone number or a contact or account name. Click a suggested contact to enter their number into the Number field.
Select a status.
Enter the text of your message.
Open message in chat.
Send your message.

Accept Other Activity Types and Open Them in Daktela¶

Your incoming activity notification displays the customer's name or number, the queue name and activity type. Accept the activity using the green button. A new tab with your activity will open. Once you accept an activity, click Open in Daktela. A new browser tab with the activity will open. You can manage the activity there. When your activity is finished, close the tab. If your queue has a mandatory status, select one from the list and click OK. You can close the activity the standard way in Daktela – the changes will be visible in Daktela Desktop too.

Select a Pause¶

Click the Pausebuttonto open a dropdown list with available pauses.
Select a pause. Some pauses are started automatically – you cannot select them.

To end your pause, click on the pause name and select No pausefrom the dropdown list.

Switch to Unready, Log Out, Exit¶

Click the Pause button and select:

Switch to unready to stop processing activities.

Click the Profile icon and select:

Log out to log out of Daktela.

Warning

If you exit the app without first switching to unready or logging out, you will remain in the state you were in before exiting the app.

My profile¶

Profile
Name	Type your name.
Email	Type your email.
Alias	Choose a nickname for an agent
Change Password	Password should contain at least six characters and combination of capital letters, numeric and special characters.
Login sessions	Manage your list of active devices, where you can logout from any of them separately.

Settings¶

In order to manage your Daktela Desktop, click Avatar in the top right corner and select Settings.

General Settings
Missed call notifications	Determine whether you want to see your missed call notofications.
Autoanswer for outgoing calls	Determine whether you’ll need autoanswer to reach your customers without agents (campaign distribution, surveys etc.)
Autoanswer for incoming calls	Select a specific time after which you prefer the autoanswer to play.

Sound Settings
Ringtone	Select a ringtone from your device, respecting the valid format (aac, midi, mp3, ogg, wav). After adding you can play the selected ringtone by clicking the Play button on the right side of the screen.
Input	Select an input device (microphone, webcam etc.)
Output	Select an output device ( speakers, headphones etc.) Note: If you answer a call using headphones on macOS, your headphones must communicate with the standard Apple MediaPlayer.
Ringtone	select a device from which your ringtone will be played back.

Warning

On Windows, there might bre a delay of approximately 6-10 seconds before the sound for an outgoing call begins. This delay occurs specifically during the initial ringing phase, where the operator is waiting for the customer to answer the call. Solution: This issue can be resolved by adjusting the Windows sound settings:

Go to Sound Settings ➝ Sound Control Panel.
Navigate to the Recording tab.
Select the Properties of the integrated microphone.
Open the Advanced tab.
Uncheck the first checkbox under Exclusive Mode (allowing applications to take exclusive control of the device).

Troubleshooting¶

Firewalls¶

Some firewalls may prevent the app from working correctly (e.g. ESET). If the app crashes immediately after you accept a call, disable your firewall and try again. If the issue persists, please contact support.

Bulk Installation¶

If you wish to install the Daktela Desktop App across multiple instances simultaneously, you can do so by following one of the options described below:

Using the Microsoft Intune solution.
in the case of operating with the Microsoft Intune software licence, use it directly. This process is detailed at https://learn.microsoft.com/en-us/mem/intune/fundamentals/manage-apps#deploy-apps-your-organization-uses for applications from the Microsoft Store.
Using Active Directory.
prepare a PowerShell script that installs the application from the Microsoft Store (example: "winget install 9phbv0t5qdlp --source msstore"). Execute this script on your instances using GPO (Group Policy Objects). At Daktela, we do not support bulk installation using ".msi" files because this method would cause the loss of automatic updates that are exclusive to the app hosted in the Microsoft Store.