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Call Center
User Manual
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Agent Login
In agent login section, agent or tele caller can login & receive incoming calls as well as
can make outbound calls.

Before you login as a agent you must register a extension which is created in admin–
phones section, in soft phone or IP phone with domain as server IP.

Configuration for registering the soft phone is as follows.

- Right click on the screen of soft phone, click on account settings, and then click on Add.
- Enter the extension sip a/c details in the following fields as shown.
- Click Apply & then OK to activate the account.
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- Once the soft phone registers with the server, the extension number will be displayed in
the soft phone screen.

After the soft phone is registered you can click on agent login in the web page & enter the
soft phone number & password in the phone login section which is registered in the same PC.
Then click on submit.

Agent Interface Options

When you click on submit it will ask for the user name details, where the agent can enter
their user details, select the campaign & then click on submit.
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Once you click on submit you will receive a incoming call on the soft phone. The call has
to be answered by the agent & can minimize the soft phone without disconnecting the call. If
you disconnect the call on soft phone, it is similar to agent logout. In this case the calls can
reach the agent but there will be no voice in the calls.

Now the agent screen shows that the agent has logged in but paused. If the agent is ready
to start dialing then click on ‘Resume’ as shown below.
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Once the agent clicks on resume the server will dial the calls & connected calls will come
to the active agent. Once the agent gets the active or connected call, agent can see ‘Live Call’ as
shown below.

When the agent is on call or before clicks on ‘hang-up’ can fill the fields in the agent
screen with the customer information is provided.
Click on hang-up to complete the call. Once the agent clicks on hang-up, the disposition
page will pop up in agent screen as shown in below image where they can select the disposition
to update the previous call status & then click submit where the agent will be ready to receive
the next call.
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Call Hold/Transfer

If the agent wants to transfer the active call to next agent or supervisor they have to click
on park & then transfer. When clicked on park option the customer call will be put on hold &
they can hear the ‘music on hold’ in the background.
After the customer is put on hold, click on transfer option & enter the destination number

Now the agent & the destination number will be on call with customer on hold.

- If the agent wants to put the customer on conference call, they have to click on ‘grab park
call’.
- If the agent wants to transfer the call to supervisor, first select ‘grab park call’ option &
then click on ‘leave 3 way call’ where the call will be transferred to destination number.
The agent will get the disposition page & once disposed the call they will be ready to
receive the next call.
- If the agent wants to disconnect the customer as well as the transfer line then click on
‘hangup both lines’.
- If the agent wants to transfer the call regardless the destination line availability, then
click on ‘blind transfer’.

Scheduled Callback

Agents can also schedule the callbacks according to date & time. The callback option will
be in disposition page when the agent clicks on hangup. When agent selects the ‘callback’
option the page with calendar & timer will be opened as shown in below image.
The callbacks can be dialed manually by the agent or can be set it as an automatic
callback at pre-mentioned time.
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In the image shown below, if the agent selects the check box ‘My callback only’ then the
call has to be dialed manually. This call back can be viewed by the agent in agent screen. If not,
the server will dial the call automatically.

Agent Callbacks

Agents can view the callbacks which they have selected as ‘My callback only’ in the
active callbacks option shown in the following images. To select this option the agent must be
on Pause state. The agents can view the numbers & dial manually.
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When callback numbers are dialed manually or automatically, the agent screen will
display as ‘PREVIOUS CALLBACK’ as shown in the image below.

Agent Manual Dial

If the agent wants to make manual calls, go to pause & then click on ‘manual dial’ where
agents can enter the customer number manually. After entering the number in phone number,
field click on ‘dial now’. Once the number is dialed ‘Live call’ will be highlighted in the agent
screen.
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*************************Thank You*&*Good Luck************************