You can access the Dialpad by clicking on the Manual Call Icon on the left hand menu from the agent application unless otherwise pinned to your Agent Application already.

Once you open the dialpad you will notice a keypad with some options immediately at the bottom.

Those available options include:

1.       Keypad : default tab and keypad itself

2.       Calls : Quick Call History for Agent reference.

3.       Contacts : Available agents on the system.

You can place a manual call from the Keypad interface and  if you need help with that topic please reference our article about that feature.

Once connected on a call within the Keypad you will notice some additional features:

1.       Muting the Customer

2.       Accessing the Keypad for DTMF functions

3.       Placing the current call on hold.

4.       Conferencing in an additional party.

5.       Initiating an additional recording if allowed by skill.

6.       Transferring the Call to another agent or blind number.

Of course there is a red hangup icon to initiate the call to terminate.

The next Dialpad feature is referencing resent history calls.

You can see at the top there is a quick search to look for a specific phone number.

Within this interface you have some immediate options above that will allow you to quick reference only manual calls as to not include any other call source. Next is the limit your agent quick search to only the campaign you are logged into itself.

You can easily initiate a call from this interface by clicking on the phone icon as long as you are not currently on a call.

If you click on the information icon you will automatically preview this lead instantly bringing up the call date in front of you.

You would then have to disposition the call or skip the record as necessary.

The last option is the recording icon itself, you can click on this feature and it will bring the recording to list to with a time scrub bar and the ability to download the recording if allowed by agent skill.

You also see some notations on the call itself with timestamp that will breakdown date and time of call and duration.

The next dialpad interface feature is our contacts screen which has two settings to group by skill or display a list of agents.

Per Skill:

Per Agent:

From either of these modes you can select an agent and get quick contact options. You can initiate an agent message to sent to this party or initiate a call to directly to them. There is some additional information on this screen that includes the agent’s skill and extension if assigned in the system.

This is going to conclude this article covering all of the ChaseData Agent Application Dialpad’s features and menus. If you are looking for more information covering the specific calling functions please reference those articles themselves in our Agent thread.