Basic Daktela Setup
Preferences
This section of your instance is the Preferences module, where you can customise settings for your account within the system.
You can select your preferred application language either on the login page or at any time within the Preferences module. Please note, that Daktela will reload to apply the change.
For the colour theme, you have two options: Dark or Light. Simply choose the one that best suits you.
Additionally, you can configure whether Daktela is allowed to:
Open new windows in your current browser.
Send desktop notifications.
Use geolocation or media devices.
Finally, you can clear all temporary data stored in your browser by Daktela. This includes things like active filters in Listings or sidebar minimisation. Don’t worry - this action won’t affect any saved data or Daktela’s functionality.
Team Members Setup
Now it’s time to create profiles for your team members! Here are some helpful tips to make the process as smooth as possible.
Create an Access
Navigate to: Manage → Users → Accesses.
Click Add New in the top-right corner.
Fill in the mandatory fields.
Accesses determine which modules team members can access in the Daktela interface (both in the GUI and via the API). They also define the permissions for each user—whether they can Create, Read, Update, or Delete items within those modules.
Once the access has been created, click on it to view a detailed interface with tabs representing the available modules.
You can easily customise the access settings from here to align with the agent’s current responsibilities and future requirements.
For further details and advanced configurations, please refer to this article.
Create a Right
The next step is to create Rights for your agents.
Navigate to: Manage → Users → Rights.
Click Add New in the top-right corner.
Fill in the mandatory fields.
Rights specify which items users can view within the modules they have access to. For example, users accessing the CRM module must also have the appropriate Rights to the CRM database to view its contents.
After creating a Right, click on it to access a detailed interface that lists the specific items users with those Rights can see within the permitted modules.
For further details and advanced configurations, please refer to this article.
Create a device
Each user you set up will need a device to deliver customer care effectively. Discover more about the devices compatible with Daktela and how to configure each.
Now you can create a User
The final step is to create a User. You might wonder why this comes last, but as you’ll soon see, setting up the user’s Accesses and Rights beforehand is essential.
Navigate to: Manage → Users → List of Users.
Click Add New in the top-right corner.
Fill in the mandatory fields.
For additional guidance and advanced configuration options, please refer to this article.
Pauses
In Daktela, a Pause status allows agents to temporarily stop receiving activities from queues. This functionality is crucial for managing agent availability and ensuring they have sufficient breaks or time for other tasks. When an agent is on Pause, they are not assigned new activities from queues, which helps them manage their workload efficiently.
Daktela provides several types of Pauses to cater to different scenarios:
Inactive: Automatically activated when an agent is inactive during their scheduled working hours. This can occur if an agent fails to answer an incoming activity before the ring time expires, declines an activity, exceeds the allowed idle time in a manual campaign queue, or surpasses the maximum duration for a custom pause.
DND (Do Not Disturb): Initiated and ended by the agent using their software or hardware phone through specific feature codes. This option must first be enabled in the system's advanced settings.
Wrap: Automatically begins after an agent completes and saves an activity from a queue with a configured wrap-up time. This provides the agent with a brief period to carry out any necessary follow-up tasks before becoming available for new activities.
Custom Pause: These are manually activated by agents and can be tailored to specific needs, such as breaks or meetings. Administrators can configure various settings for custom pauses, such as maximum duration and whether they are classified as paid or unpaid.
By using these pause types effectively, contact centres can ensure a balanced workflow, giving agents the time they need for breaks or administrative tasks without impacting overall service levels.
For additional guidance and advanced configuration options, please refer to this article.
Devices Setup
At Daktela, you can use various virtual devices, and even load your phone number if needed.
All devices are managed through the Devices module, which includes:
SIP Devices
Daktela Devices
External Devices
MS Teams Devices
Let’s take a quick look at the differences between them:
Daktela Devices (highly recommended)
The Daktela device is a software phone integrated directly into the Daktela application, removing the need for third-party software phones.
Daktela offers two types of devices:
WebRTC: A pop-up browser phone integrated directly within the application.
Daktela Desktop App: You can download and install the Daktela desktop application on your PC, allowing you to make calls seamlessly without any limitations.
Check this section and create these devices.
SIP Devices
A SIP device is an endpoint, either hardware or software, that uses the Session Initiation Protocol (SIP) for communication over the Internet.
These devices include IP phones, softphones, video conferencing systems, and other tools that connect to a SIP-enabled network or service. SIP devices are commonly paired with a private branch exchange (PBX) system to enable efficient voice and multimedia calls.
Check this section and create these devices.
External Numbers
An external number refers to an external number outside of your PBX.
Check this section and create one.
MS Teams Devices
An MS Teams device facilitates calls made or received via Microsoft Teams, seamlessly connecting to the Daktela system.
Check this section and create one.
Licensing set up
Licences in Daktela are permissions to access and use the platform's various products and features. They are categorised into core licences, packages, supplementary licences, and add-ons to accommodate a wide range of business needs.
Managing Licences
The Licensing module provides a detailed description of each licence and allows you to manage your licences independently. You can easily add or remove licences to suit your evolving requirements.
For step-by-step instructions, check this article.
Queues
What is a queue?
A queue is a system designed to efficiently manage the flow of incoming activities such as calls, chats, and emails in an organised manner. When a new activity arrives, it enters the queue, where it waits to be assigned to an available operator.
To handle activities from a queue, you must be a logged-in user. Logging in ensures that you are marked as available to receive and process activities as they come in. This system ensures that customer inquiries and requests are handled smoothly and efficiently, providing a seamless experience for both customers and operators.
Queues play a critical role in maintaining order and optimising the distribution of activities to operators, ensuring that no request goes unnoticed or unaddressed.
Create a queue
Navigate to: Manage → Queues.
Click Add New in the top-right corner.
Select a queue type that is relevant to a specific communication channel.
Fill in mandatory fields
Please refer to this article for more detailed information on the meaning of each field of the selected queue type.
You only need to select a specific type of queue from the list.
How can I manage my tickets?
A ticket is a comprehensive overview of all activities related to a single request, organised within one cohesive thread. This ensures all interactions, updates, and progress regarding a specific issue or inquiry are centralised and easily accessible.
A ticket can encompass a variety of activities, including:
Emails
Calls
SMS
Any other available activity types
The primary purpose of a ticket is to provide a clear record of the progress and resolution of the associated request, ensuring efficient and organised communication.
Comments in Tickets
A ticket can also include comments, which facilitate internal communication about the request. These comments are visible only to users within the system and remain hidden from the customer, making them a secure way to share notes, updates, or collaboration details among team members.
By combining activities and internal collaboration, tickets ensure a streamlined approach to managing and resolving customer requests effectively.
To set up your ticketing system on its basic level. You only need to create an email queue, categories, and SLA
What is a category?
In Daktela, every ticket must be assigned to a category. Categories serve as a method to classify and organise tickets according to their nature, type, or topic.
This categorisation ensures that tickets are systematically arranged, making it easier for teams to manage, prioritise, and resolve customer requests efficiently. By assigning tickets to the appropriate category, you can also gain valuable insights into trends, recurring issues, and areas for improvement.
Create a category
Navigate to: Manage → Tickets → Categories.
Click Add New in the top-right corner.
Select Email.
Fill in mandatory fields.
For more detailed information on the meaning of each field, please refer to this article.
What is SLA?
SLA is set up deadline and first answer calculation rules.
Create SLA directly from a category settings, or an independent module, using this guide:
Navigate to: Manage → Tickets → SLA
Click Add New in the top-right corner
Fill in mandatory fields
For more detailed information on the meaning of each field, please refer to this article.
How to send and receive emails?
To manage customer emails effectively in Daktela, all you need to do is create an email queue. Every email received from a customer is automatically converted into a ticket, ensuring that all communications are tracked and organised.
By setting up categories, you can assign these tickets to the appropriate agents based on their expertise or responsibilities. This categorisation ensures that queries are directed to the right individuals, streamlining the resolution process and improving efficiency.
How to make a call and receive a call?
Follow these steps to create and configure the basic phone functions in your Daktela instance:
1. Create a Device for Call Activity as described here.
2. What is a SIP Trunk, and why do you need it?
A SIP trunk serves as the configuration of the PBX connection to the proxy server. This step is essential for enabling voice communication over the Internet. Our support team sets up the SIP trunk by default.
3. Set Up Inbound and Outbound Routing
Inbound Routing: Directs incoming calls to specific destinations within the PBX, such as queues, extensions, or specific agents.
It can be routed to various options of items (IVR, queues, Time conditions), and by linking them together, you can create the desired tree for your inbound routing.
Outbound Routing: Configures how outgoing calls are handled, ensuring they reach the correct external destinations.
What are routings for other communication channels and how to connect them to queues?
Setting Up Routing in Daktela
Navigate to:
Manage → Routings
Select the specific routing relevant to the communication channel you plan to use.Create a Connector:
Different communication channels require unique types of authorisation:Some channels need access tokens.
Others must be linked to your Meta account.
Setup SMS connector
Setup Webchat connector
Setup SMS connector
Setup Facebook connector
Setup WhatsApp connector
Setup Viber connector
Setup Instagram DM connector
Link the Connector:
Once your connector is created, link it to the specific queue type that corresponds to the communication channel being used.
By completing these steps, you’ll ensure seamless communication channel integration in Daktela.
How to manage different types of campaigns?
Each campaign can be created by selecting a specific queue type, creating a call script, and configuring the campaign records.
How to Create a Call Script
Navigate to Manage → Call Scripts.
Create a new call script and link it to your chosen queue.
Ensure you set up your form for the call script properly.
Import Campaign Records
After setting up your call script, focus on the Campaign Records module. In this module, you’ll need to import the database you intend to dial.
How to create a Webchat?
To create a basic webchat, all you need is to create a webchat queue and webchat connector.
What is a webchat connector?
A web chat connector is a feature in Daktela that enables you to configure the appearance and functionality of the web chat on your website. It allows for seamless integration and customisation to enhance customer interaction.
With a web chat connector, you can:
Customise the chat window: Adjust the look and feel to match your website's design and branding.
Manage routing: Ensure incoming web chats are directed to the appropriate agents or teams by pairing connectors with specific queues.
Create multiple connectors: Set up different web chats for various purposes or departments, each linked to its queue for efficient handling.
How to create a webchat connector?
Navigate to: Manage → Routings → Webchats
Select a Connector on the left sidebar
Click Add New in the top-right corner.
Fill in mandatory fields.
For more detailed information on the meaning of each field, please refer to this article.
How to create a webchat queue?
Create a queue
Navigate to: Manage → Queues.
Click Add New in the top-right corner.
Select Webchat.
Fill in mandatory fields
For more detailed information on the meaning of each field, please refer to this article.