Using the Phone System

8/11/2019 Using the Phone System

1/23

Using Vicidial andX-lite


2/23

Index

1.- Logging in to the System

2.- How to RECEIVE calls

3.- How to MAKE calls

4. - How to send DTMF

5.- How to TRANSFER CALLS between agents

6.- How to HANG UP a callto PICK UP another

7.- How to Log Out Agent

8.-How to view MISSED CALLS LIST and call Clients

9.- How to listen Calls
http://localhost/var/www/apps/conversion/tmp/scratch_1/#http://localhost/var/www/apps/conversion/tmp/scratch_1/#http://localhost/var/www/apps/conversion/tmp/scratch_1/#http://localhost/var/www/apps/conversion/tmp/scratch_1/#http://localhost/var/www/apps/conversion/tmp/scratch_1/#


3/23

Logging in to the system

http://X.X.X.X/vicidial/welcome

X should be the IP for your server

Agent login

Enter phone login and password

Enter agent login and password
http://144.76.101.231/vicidial/welcome


4/23



5/23



6/23



7/23



8/23



9/23

How to RECEIVE calls

1.- When we receive a call from a client it will

show in the screen at the bottom.

2.- We should click on TAKE CALL to accept

the call


10/23

How to MAKE calls

1.-To make a call click

Manual Dial


11/23

How to MAKE calls

1.- Enter the country code with the phone

number you want to call

2.- Click on Dial Now


12/23

How to send DTMF

- In case that you

call a Vendoror

any Customerwith IVR and

need to push

some

button/numberplease do this:


13/23

How to TRANSFER CALLS between

agents

When you have a LIVE call and want to SEND the call to another LOGGED IN agent:

1.- Click on TRANSFER-CONF (after click on it will appear the menu in the

bottom)

2.- Ensure "AGENTDIRECT - Single Agent Direct Queue" is chosen from

the "Dropdown" (which lists closer groups available)

3.- In "Number to call" box enter the User Number (not the phone!!) of the

agent to receive the call.

Depending on your version, you may press the "AGENTS" link and click on an

agent instead of manually entering the number.


14/23

How to TRANSFER CALLS between

agents

Then have different ways to SEND a call:

Blind Transfer1. Press "Local Closer"

2. Disposition and you are now ready to take more calls.

Warm Transfer

1. Check the box for "Consultative".

2. Press "Dial With Customer"

3. When ready, press "LEAVE 3-WAY CALL"

4. Disposition and you are now ready to take more calls

Warm Transfer, with Parked Customer1. Check the box for "Consultative".

2. Press "Park Customer Dial"

3. When ready for customer to join, "Grab Parked Call"

4. When ready, press "LEAVE 3-WAY CALL"

5. Disposition and you are now ready to take more calls

Example screencast: http://www.youtube.com/watch?v=ZL7U10lTg-M
http://www.youtube.com/watch?v=ZL7U10lTg-Mhttp://www.youtube.com/watch?v=ZL7U10lTg-M


15/23

How to HANG UP a call to PICK UP

another

Example: When an Agent is LIVE with a

vendor and wants to HANG UP this call to

PICK UP another call from a client:

1.- Click on HANGUP CUSTOMER.

2.- Go to the bottom and click on TAKE

CALL.

3.- You will be talking in this moment with

new client.

4.- HANG UP this call and call again

vendor if required.


16/23

How to HANG UP a call to PICK UP

another call

Screencast Link:

How to HANG UP a call from vendor/client to PICK UP another from another client

https://drive.google.com/file/d/0B7b3tNhov95CcEgwTU12UEo2Qmc/edit?usp=sharing
https://drive.google.com/file/d/0B7b3tNhov95CcEgwTU12UEo2Qmc/edit?usp=sharing


17/23

Sending DTMF


18/23

Autodial: how to upload to Vicidial a

list

- https://www.youtube.com/watch?v=oh7cz5hBdzY


19/23

Using the phone book in Vicidial

- In agent interface Script Refresh.- Here you can add and recall phone numbers


20/23

For admins (non-private)


21/23

Log out an Agent who is logged in

(for admins)

Users -> AgentID -> User Status Emergency Log Agent Out


22/23

How to Call Listen (to live calls)


23/23

How to Call Listen (to live calls),

alternative

Using the Phone System

Documents

Transcript of Using the Phone System