View Customer Information and Click to Call

It is actually making the call through the customer information. Perform the following step.

1. In "Customers" Tab, click the customer that has a phone number. Its information is displayed in a new tab.

   

   Figure: Calling a Customer through Customer Information

2. Click the number. A pop-up slides from the left side that contains the Ameyo's WebRTC dialer.
3. If there are multiple campaigns to facilitate outbound calls, the WebRTC dialer lists them and the agent has to select a campaign.
   After selecting the campaign, the call is connected and the dialer starts to dial the customer's number.

   

   Figure: Calling a Customer

4. Once the customer answers the call, the agent can talk to the customer.

   

   Figure: Ongoing Outbound Call

   Now, the Keypad will be replaced with the call control functions. Know more...
5. The customer can disconnect the call after completing the task. However, the agent can also click "End Call" button to end the call abruptly.
6. After the call is finished, the call dispositions are displayed in the WebRTC dialer.

   

   Figure: Dispositions of an Outbound Call

7. The agent can select the disposition through the drop-down menu or select any of the on-screen displayed quick dispositions. It contains the following two options.
   • Save and Dispose: Click it to dispose the ticket associated with the call using the selected disposition.
   • Dispose and Dial: Click it to dispose the current call ticket and continue to make a manual dial call. It shows a textbox in the WebRTC at the bottom.

     

     Figure: Continue to Manual Dial after Dispopsing Current Call

     After entering the number, click "Call" to dispose the current call with the selected disposition and make a new outbound call with manual dial.

   Administrator can define the call dispositions for the outgoing (outbound) calls in the Settings of Inbound, Outbound Campaign, and Parallel Predictive Campagin. The dispositions for incoming and outgoing calls in an Inbound Campaign will be same.