Daktela Desktop App

Use the Daktela Desktop App to control certain Daktela features from a dedicated always-on-top window.

You can:

Download the Daktela desktop app from App store for MacOS or Microsoft store for Windows. Follow the installation instructions and open the app when done.

The Daktela Desktop App does not substitute a software phone. We recommend using the Daktela SW Phone.

Log in

When you open the Daktela Desktop App, log in just like you would in your browser.

Enter your user name.
Enter your password
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.

Click Log In or press Enter to log in.

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.

Make a Call

Type a number or a CRM contact.
Click the green call button.

A new tab with your call will open:

Put the customer on hold/unhold.
Transfer the call.
Hang up.

When your call is finished, close the tab. If your queue has a mandatory status, click Save button 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.

A new tab with your call will open:

Put the customer on hold/unhold.
Transfer the call.
Hang up.

When your call is finished, close the tab. If your queue has a mandatory status, click Save button and select one from the list and click OK.

Transfer a Call

During an ongoing call, click the Transfer button.

The window with options will open. Click Transfer or Blind transfer.

Blind transfer: your call will be ended as 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 button 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.
Enter the text of your message.
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.

Log in and Out of Queues and Devices

Click

to open queues and devices.

Thewindow will open.

In the Queues tab, select which queues you want to log in to.

Filter queues by type.

When you have selected you queues, click Ok or go to the Devices tab to select your 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.
Log in to the selected device.
If you want to forward your calls, enter the forwarding number.
Activate call forwarding. The Save button will turn into a Delete button. Click it to deactivate call forwarding.

When you have selected your devices and/or set up call forwarding, click Ok.

Select a Pause

Click
to 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 pause from the dropdown list.

Switch to Unready, Log Out, Exit

Click

and select:

Switch to unready to stop processing activities.
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.