Daktela Browser Extension

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

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

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

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

Click the Phone button at the top of the browser extension 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. Transfer the call.

2. Invite another agent to the call.

3. Put the customer on hold/unhold.

4. Hang up.

5. Open the Contact or Account in the CRM in Daktela.
    

Finish your activity:

1. Select a status.

2. Save your activity.

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. Transfer the call.

2. Invite another agent to the call.

3. Put the customer on hold/unhold.

4. Hang up.

5. Open the Contact or Account in the CRM in Daktela.
    

Finish your activity:

1. Select a status.

2. Save your activity.

Transfer a Call

During an ongoing call, click the Transfer button.

Set up your transfer:

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

2. Dial the number entered in 1.

3. Dial the contact.

When the agent you are transferring the call to answers, you can explain why you are transferring the call. After you dial the transfer, the caller will be put on hold – if you unhold them, you will be in conference – you, the customer and the agent you are transferring to. When you click Transfer, your call will end. The caller will now be speaking to the new agent.

Teamwork

While you are talking to the agent you are transferring the call to, they can also control the call.

Invite Another Person to a Call

During an ongoing call, click the Invite button.

Set up your invite:

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

2. Dial the number entered in 1.

3. Dial the contact.

The person you invited will be added to the call:

You will see both the customer and the person you invited to the call. If you put the customer on hold, you can also transfer the call to the other agent on the call.

Teamwork

The agent(s) you invite to the call can also control it.

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. Select an SMS queue from the drop down list to send your message with.

3. Select a status from the drop down list.

4. Select a template to insert into your message.

5. Enter the text of your message.

6. Send your message.

Waiting and Missed Activities

1. Accept a waiting activity. Waiting activities are waiting in a queue.

2. Call back a missed call.

3. Delete a missed call.

Log in and Out of Queues and Devices

1. Log in to incoming call queues by checking the checkboxes.

2. Select an outgoing call queue from the drop down menu.

3. Select a device you want to log in to.

4. Log in to the selected device.

5. A list of the devices you are logged in to. Click the cross to log out of the device (if it is a device you are allowed to log out of).

6. Enter a forwarding number – this will affect all your incoming and outgoing calls.

7. Activate call forwarding. When you click it, the Save button will turn into a Delete button. Click it to deactivate call forwarding.

Start and End a Pause

Click the Pause button to open your available pauses:

Select a pause:

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

Click the Pause button again and select None to end your pause.

Switch to Unready, Log Out

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