Auto Dialing

Auto Dialing allows the system to automatically trigger calls from an uploaded call list. Calls are routed to logged-in agents without manual dialing.

• Only supervisors can upload data and configure campaigns
  
• Agents can only receive and answer calls
  
  

What Are the Prerequisites for Auto Dialing?

Before enabling auto dialing, ensure the following:

• CRM login credentials are received from the support team
  
• Dialer account access is available
  
• You are logged in using a Supervisor account to configure campaigns and upload data
  
  

Who Can Perform Which Actions?

• Supervisor
  
  • Create campaigns
    
  • Assign agents
    
  • Upload call lists
    
  • Configure queues
    
• Agent
  
  • Log in
    
  • Receive auto-triggered calls
    
  • Update call dispositions
    

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To Access the Supervisor Panel, Follow These Steps:

1. Log in to the CRM using your Supervisor credentials.
   
2. Once logged in, access the Supervisor Panel.
   
   

From the supervisor dashboard, you can view:

• Live dashboard and analytics
  
• Agent online status
  
• Ongoing calls
  
• Call history and reports
  
  

To Create an Auto Dialing Campaign, Follow These Steps:

1. From the Supervisor Panel, click Apps.
   
2. Navigate to Campaign and click Add.
   
3. Enter the Campaign Name for reference.
   
4. Select the Campaign Type as Preview Auto.
   
5. Select the Gateway Name as Central SBC.
   
6. Enter the Caller ID number and Caller ID name.
   
7. Set the Campaign Priority based on execution order.
   
8. Configure the Wrap-up Timeout, which defines the wait time between two calls.
   
9. Set the Total Attempts per lead, if required.
   
10. Configure Number Masking based on whether agents should see full numbers.
    
11. Enable Sticky Agent if repeat incoming calls should connect to the same agent.
    
12. In Advanced Options, paste the provided Web Form URL.
    
13. Set Get Call Latch to Yes.
    
14. Click Save.
    

The campaign will now be created.

To Create and Assign a Queue to a Campaign, Follow These Steps:

1. From the Supervisor Panel, navigate to Queue.
   
2. Click Add or select an existing queue to edit.
   
3. Select the Agent or Agents to be assigned to the campaign.
   
4. Click Save.
   

The queue is now linked to the campaign and assigned to selected agents.

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To Upload a Call List for Auto Dialing, Follow These Steps:

1. Navigate to Call List from the Supervisor Panel.
   
2. Click Add in the top right corner.
   
3. Enter a List Name for reference.
   
4. Add a Description, if required.
   
5. Set the Status as active.
   
6. Select the Campaign Name.
   
7. Confirm the Queue Name auto-populates.
   
8. Select List Type as Campaign Specific.
   
9. Configure Duplicate Check based on whether duplicate numbers are allowed.
   
10. Click Choose File and upload the call list file.
    
11. Map:
    
    • Phone number to Phone Number
      
    • Name to First Name
      
12. Click Save, then click Save again to confirm.
    

The call list is now uploaded and linked to the campaign.

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When Does Auto Dialing Start?

Auto dialing begins automatically when:

• The campaign is active
  
• The queue is assigned
  
• The agent logs in to their account
  

Calls will be triggered sequentially from the uploaded list.

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To Use Auto Dialing as an Agent, Follow These Steps:

1. Log in using your Agent account.
   
2. Review the campaigns assigned to you on the left panel.
   
3. Click Set Auto Call On.
   

After a short interval, calls will start triggering automatically.

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What Happens During an Auto Dialed Call?

• Calls are triggered one by one from the uploaded list
  
• If a call is not connected, the agent can update the disposition
  
• A default wait time is applied before the next call is triggered
  
  

To Update Call Disposition After a Call, Follow These Steps:

1. Review the call status in the pop-up.
   
2. Select the appropriate Disposition, such as:
   
   • Call not connected
     
   • Number busy
     
3. Update the lead stage or requirement if needed.
   
4. Click Submit.
   

The next call will be triggered automatically.

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Can an Agent Stop or Pause Auto Dialing?

Yes. An agent can control auto dialing as follows:

• Click Set Auto Call Off to stop auto dialing temporarily
  
• Click Set Auto Call On to resume calling
  
  

How Do Agents Take Breaks During Auto Dialing?

To take a break:

1. Click Break.
   
2. Select the break type such as:
   
   • Lunch
     
   • Tea
     
   • Training
     
3. Click Submit.
   

During the break, no auto calls will be triggered.

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Can an Agent Disconnect a Call Midway?

Yes. An agent can click Disconnect, update the disposition, and submit it to move to the next call.

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What Is the Benefit of Auto Dialing?

Auto dialing helps teams:

• Eliminate manual dialing
  
• Increase calling efficiency
  
• Ensure structured follow-ups
  

Manage high-volume call campaigns efficiently.