What options do I have in the call dialog?

Call controls. Contact card. Updating contact information. Reserving contacts. Comments.

The call dialog is open when you are on a call, and potentially afterwards.

At the very top of the call dialog is a blue header bar. This shows you:

• The current call duration, on the left.
• The call controls, on the right.

Call controls

From left to right:

• Hang up. Click this to end the call, but keep the call dialog open. Useful if there is wrap-up work that needs doing. You will still need to assign an outcome.
• Recording. Click to switch call recording on or off. If the dot is red, the call is being recorded.
• Customer. Click to switch recording of the customer's side of the conversation on or off. If the dot is red, the customer is being recorded.
• Voice receipt. Click the start recording a short voice receipt recording. Click again to stop recording.
• Hold. Click to put the call on hold, and again to take it off hold.
• Mute. Click to mute your microphone. Click again to unmute.
• Keypad. Click to bring up a DTMF keypad if you need to type digits in the call.
• Transfer. Click to consult or transfer the call. 
• Close. Click to choose an outcome for the call. Selecting an outcome will also hang up the call.

Contact card

Underneath the main blue header, are one or more tabs.

• You might see multiple tabs for different web pages. These can be added by your Admin, and allows access to resources like knowledgebases, product information or integrated systems like CRMs. In the example below, there is a tab called "LeadDesk" which allows the agent to view the LeadDesk website without leaving the call dialog.
• The Contact card tab will almost always be present, and shows contact information, and gives you access to a range of other options and tabs.

Phone number

The Phone number field can actually contain multiple numbers for a contact. If you have the contact card open before you begin a call, you can click the drop-down list to select the number to dial.

You can add further phone numbers for a contact:

1. Click the + button the the right pf the phone number.
2. Type the new number.
3. Click the Update button.

Web site

The Web site field is unique in the contact card. If the field contains a web address, you can click on the Web site field name to open the site in a new tab. 

Updating contact information

You can update any fields in the contact card at any time.

• Click the More link to see more fields in the contact card.
• Your Admin may have set certain fields as mandatory; you won't be able to update a contact's information if any of the mandatory fields are empty.
• Most fields will accept any text, but Admins may define some fields as only containing numbers, and can also create drop-down lists to choose values from. In Finland, the Person ID (SSN) field may require a properly formatted Finnish social security number.
• Fields may be renamed or hidden, so not all fields that appear in the screenshots here will display for you.

Once you have made the changes you want to make, remember:

1. Click the Save contact button.

Reserving a contact

You can reserve a contact for your attention. This means that the automatic dialer will only call that contact for you. Useful if you established a good rapport with the contact and feel you might be able to make a sale next time, for example.

To reserve a contact:

1. Click the button next to Save contact.
2. Click Reserve contact.

Comment tab

You can add a comment on the current call, or view previous comments on the Comment tab. Depending on permissions, you might also be able to listen to previous call recordings.

To add a comment:

1. Click the Comment tab.
2. Type a comment.
3. Click the Save button.

You can see a list of previous calls to the contact, and review comments from those calls.