There's a feature which will automatically dial the Telephone number in an Account which will in tern increase productivity within your Agents.
We also have the ability to allow auto dial to be delayed based upon either the Area settings or the Customerstatus of the Accounts.
The delay is useful because you may want to have a small delay added to new customer Accounts so agents can familiarize themselves with the Account first before the Autodial kicks in.
Enabling the Automatic dial
To turn on the Autodial you will need to go to the Database Area settings. To get there you'll need to go to the Menu option, Setup > Database Areas, click into the relevant Area and go to the Dialling & Call Recording heading. In this heading there will be a tick box to Automatically dial the phone when Accounts are opened.
Enabling Autodial delay based on Area settings
While in the Dailling & Call Recording heading, in the Database Area setting, you will need to select Area setup in the Autodial delay as on option and then enter in the number of seconds delay. This delay will be actioned across all Accounts and all Users with dialling configured in this Area.
Enabling Autodial delay based on the CustomerStatus
While in the Dailling & Call Recording heading, in the Database Area setting, you will need to select Status setup in the Autodial delay as on option and then enter in the number of seconds delay in the Customerstatus setup.
Setting the Autodial Delay in the Status setup
To set the delay you will need to go to Customerstatus setup, this is found by going to the Menu option, Setup > Customerstatus.
You'll either need to click on the Customerstatus to edit it or click here to learn more about creating a Customerstatus.
Once in the Status setup you will need to click into the Workflow heading and here you can set the relevant delay for this Customerstatus. There is also the option to Never AutoDial with this Customerstatus which will mean that the Agent would need to click dial manually in the Account when they are ready.
