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Daktela Browser Extension

Use the Daktela Browser Extension to control calls without needing to have Daktela open. The extension is available for Chrome and Firefox.

The Daktela Browser Extension does not substitute a software phone. We recommend using the Daktela SW phone.


Install and Set up the Extension

Add the Daktela extension to your browser from the Chrome Web Store or Firefox Add-ons

Chrome

Chrome

  1. Find the Daktela extension in to the Chrome Web Store. Click Add to Chrome.

  2. Confirm by clicking Add extension.

  3. Open your extensions by clicking the puzzle icon. To access the Daktela extension more easily, pin the extension next to your address bar. Open the Daktela extension by clicking it.

  4. Click Set the path to the contact center.

  5. Enter your contact center URL. This is the same address as where you usually log in, e.g. https://yourcompany.daktela.com. Click Save.

Firefox

Firefox

  1. Find the Daktela add-on in Firefox Add-ons. Click Add to Firefox.

  2. Confirm by clicking Add.

  3. Open the Daktela add-on by clicking its icon next to the address bar, then click Set the path to the contact center.

  4. Enter your contact center URL. This is the same address as where you usually log in, e.g. https://www.yourcompany.daktela.com. Click Save.


Log in

Log in

When you open the Daktela Browser Extension from next to the address bar, log in just like you would in your browser.

  1. Enter your user name.

  2. Enter your password

Click Log in or press Enter to log in.


Go Ready

Go Ready

Once you have logged in, click the Go ready button to start processing activities. If you don't have a specific device assigned, select your device from the drop down list.


Make a Call

Make a Call

Start typing phone number to make a new call or start a call from Last activities by clicking the Phone button of the corresponding line.

Set up your call:

  1. Enter a phone number, a contact or account title, a colleague's name or an extension or queue number.

  2. Click a contact to load it into the Number field in 1.

  3. Dial the contact you have loaded from 2 or the number you have entered in 1.

You can control an ongoing call using the buttons:

  1. Put the customer on hold/unhold.

  2. Transfer the call.

  3. Hang up.
     

Finish your activity:

Click the Save button.

  1. Select a status.

  2. Save your activity.


Receive a Call

Receive a Call

Your incoming call notifications will appear in a black rectangle in the top right corner. You may also hear a notification sound.

The notification displays:

  • the customer's details. Click their name or company to open their CRM details.

  • the name of the Queue and the amount of Time the customer has been in the queue.

  • the amount of time since you received the notification.

Accept or Reject the call by clicking one of the corresponding buttons.

You can also see the same info and Accept or Reject the call when you open the Daktela extension.

You can control an ongoing call using the buttons:

  1. Put the customer on hold/unhold.

  2. Transfer the call.

  3. Hang up.
     

Finish your activity:

  1. Select a status.

  2. Save your activity.


Transfer a Call

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

Send an SMS

Click the SMS button to send a new SMS message.


Set up your message:

  1. Enter a phone number or a contact or account name. Click a suggested contact to enter their number into the Number field.

  2. Enter the text of your message.

  3. Send your message.


Missed Activities

Missed Activities

  1. Call back a missed call.

  2. Delete a missed call.

Log in and Out of Queues and Devices

Log in and Out of Queues and Devices

Click the arrow button to manage your queues or devices.

Log in to the queues by checking the checkboxes.

Select a device you want to log in to.

Click to set the forward number.

  1. Type your forward number.

  2. Click Save to save your forward number.


Start and End a Pause

Start and End a Pause

Click the Go ready button to open your available pauses:

Select a pause:

The Go ready button will turn red and display the time you have been on the pause.

Click theGo ready button again and select End the pause to end your pause.


Switch to Unready, Log Out

Switch to Unready, Log Out

Click the Power button to Switch to Unready or to Log out.





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