Dialpad & Calling Features

Dialpad panel is available on the right side of the Agent Portal and accessible in all the pages at any point in time. It can be expanded and collapsed by user as needed.

 Collapsed Dialpad, icon view

Expanded Dialpad, Panel view

Outbound Call:

To initiate an outbound call, agent has option to enter the number manually in the dialpad and call.

Manual Calling: An agent can enter the phone number to be dialed either by using the keypad or copy-paste the number directly. Once number is entered, call icon is enabled to initiate an outbound call.

Note: An agent must always enter the country code when making an International call. Call will be allowed based on calling permissions to the dialed international destination. For domestic calls, number can be entered with or without the country code.

Dialing Format: E.164 

• Local Calls (Singapore) Can be dialed with or without Country Code (65). For e.g. 65 3138 3138 or 3138 3138
• Toll Free (Singapore) should always be with 65 - e.g. 65 1800 123 1234
• International Calls to use E.164 format (CC +AC + LN) for e.g. India - 91 98422 12345

On clicking the call button, and agent will get an option to choose Caller ID. This is the number which will be used to call the destination. The Caller ID selection is auto selected based on country dialed, if there is a matching "DID" for that country. In scenario of no matching DIDs or multiple DIDs, an agent can manually select from the dropdown which they want to be displayed on as the Calling number of the receiving party.

Once Caller ID is selected, call will be initiated from the portal.

While connecting to a call and during ringing, system will show status as "Trying to connect". Once received by the customer, call status will change to "Connected". Also, agent can see the real-time call duration in HH:MM:SS format on top of the call status.

Inbound Call:

Agent will receive call when they are in Available/Ready State. They will see the incoming call as in the screenshot below:

For inbound calls initiated by the system in case of Auto Dialer, call will look like below. Incoming call view will help the agent to check on the attempts complete out of total allowed, expiry date, countdown time of ringing before it is considered not answered as well an option to skip the call. Skipping the call will allow the agent to take another call and skipped call will be routed to next available agent.

When a call is received, status will change to "In-Call" state (system set status). Also, agent will be shown the Action Center page with Past Interactions updated with available past interactions of the caller.

Call Options:

While call is connected, an agent will have different call options available to manage the call with the customer.

Mute: Agent will have an ability to Mute or Unmute the call with the customer. While call is one mute, other party on call will not be able to hear the Agent and icon will be changed to Unmute. On clicking unmute, the customer and agent can communicate again.

Hold: Agent can put an active call on Hold , during this time customer will start hearing the Music on Hold (MOH) as per settings. Also, icon will be changed to . On clicking the Unhold icon, call will be connected again and the customer will be able to speak with the agent.

Dialpad: The Dialpad icon is used to open the keypad for any DTMF entry if required by the Agent.

Call Transfers: It gives the agent an ability to transfer the ongoing call to another Agent or Supervisor. Once agent clicks the Transfer icon, agent will be taken to the Phonebook page where they have an option to transfer call to an Agent/Supervisor, Queue or LOB. While transfer is initiated by an Agent, call with the customer will be put On Hold by the system.

Queue Transfer

Agent Transfer

LOB/Helpline Transfer

When a call transfer is successful, next call is added into the dialpad with state as Connected and the call with the customer is shown in 'On hold' state. Screenshot below.

An agent can switch between the call by using option available against the call on hold. At one point in time, agent can be connected to one call only and other call(s) will be put on hold by the system.

An agent will see an "End Call" option against each transferred call, which can be located with icon. This option will be available for calls transferred to an Agent or Queue. Clicking this will end the call made and call with the customer will be resumed.

Warm Transfer: System supports an Agent talking to the dialed party first before putting the caller(customer) in call with the dialed party. Dialed party can be another Agent, Supervisor or an external number.

Blind Transfer: The Agent can simply transfer the caller/customer to another Agent or Supervisor without informing/speaking with them.

Call Merge: Merge icon is used to initiate a 3-way call. It can be between Customer - Agent - Agent/Supervisor or Customer - Agent - External Number. On clicking the merge icon, 3 parties are merged into a single call similar to a three-party conference.

More details on 3rd party external call transfer can be found in New Call section.

New Call: The New call feature is available within the Dialpad to initiate a call to an external number or 3rd party external call transfers. The Agents can have a 3rd-party conference between the Caller/Supervisor and the Agent him/herself. When New call icon is clicked, the agent is given Dialpad option to enter another number and initiate a call, while other call is connected.

Once number is dialed, Caller ID will be auto selected, or the agent will again get an option to select from the dropdown list. Call will be connected and other call with the caller/customer will be put on hold by the system. 

Agent will have few an option here to consider.

Agent Action	Outcome
Click Merge	Agent - Caller/Customer - 3rd Party in 3-way call
Disconnect Call	Caller/Customer and the 3rd Party External number will be put on call. Agent will not be part of the call.
End Call	This will end the call for 3rd party external number. The Agent and the caller/customer can continue in the call.

Note: If the caller/customer leaves the call after merge, 3-way conference will be terminated, and all users will be disconnected.

Call recording will be performed like all other calls in case of 3rd party external number transfers as well however it will be recorded in two separate files as detailed below. Recordings are available in the Activities page.

Caller ID

The Caller ID display feature is to show incoming caller information. For most of the incoming calls, Caller ID should show the original caller’s calling number except if the number are CNND (Calling Name and Number Delivery).

For outbound call, the Caller ID selection is auto selected based on country dialed, if there is a matching "DID" for that country. In scenario of no matching DIDs or multiple DIDs, an agent can manually select from the dropdown which they want to be displayed on as the Calling number of the receiving party.

The below are the breakdown of Caller ID display:

Call Disconnection:

An Agent will get an option to disconnect the call with the customer from their end for an incoming call. For an outbound call while call is either in 'trying to connect' or 'connected' status using disconnect button will end the call.

Note: If an incoming call is disconnected by the agent, status of the Agent will be set to "Call Not Answered" state (system set status) and agent will remain in the state until it is manually changed to another state by the agent. Customer call will be routed to next available agent. For call disconnections during transfers, please check the Transfer section in this page.

Documented concerns / ramifications on the platform by design:  

• Transfer - Ring back Tone: When the Agent transfers the Call to another Agent or Supervisor the system currently does not provide the Ring tone for the Agent to hear. This is in the roadmap and would be delivered by end Q3'24. 
• Call Recording:  In case of transfer and Merge Call, the Call recording would have two recordings
  • Recording A -> Contains Caller and Agent conversation and when merged all the 3 parties 
  • Recording B -> Contains External party and Agent conversation and when merged all the 3 parties