Making & Receiving Calls

How Calls Are Delivered

The way calls reach you depends on your campaign’s dial mode:

Auto-Dial (Predictive / Progressive)

• The system dials leads automatically
• When a call is answered, it’s connected to the next available agent
• You hear a tone and the lead’s information appears on screen
• No action needed — calls are delivered to you

Manual Mode

• You choose when to dial
• Enter a number or click a lead from your list
• Click Dial to initiate the call
• Full control over pacing

Inbound

• Calls from customers are routed to your queue
• When your queue receives a call, it’s delivered to you based on priority
• Inbound calls show the caller’s number and any matching lead data

During a Call

The Agent Workspace transforms when a call connects, showing call controls, lead data, and your script in a single view.

Call Controls Bar

Button	Action	When to Use
Hang Up	End the call	When the conversation is complete
Hold	Put caller on hold with music	When you need to look something up
Mute	Silence your microphone	When you need to cough or speak to a colleague
Transfer	Send the call elsewhere	To route to a specialist or supervisor
Conference	Add a third party	For warm transfers or three-way calls
Keypad	Send DTMF tones	When navigating an external IVR

Transfer Types

Blind Transfer

1. Click Transfer
2. Select the destination (agent, queue, or external number)
3. The call is immediately transferred — you’re disconnected

Warm Transfer

1. Click Conference to add the transfer target
2. Introduce the caller to the receiving party
3. Click Leave to drop yourself from the call
4. The caller and receiving party continue

Call Timer

A live timer shows the current call duration in your status bar and call panel.

After the Call

When the call ends (either party hangs up):

1. Your status changes to DISPO
2. Select a disposition code (see Dispositions & Callbacks)
3. Optionally add call notes
4. Your status returns to READY

The time between call end and disposition selection is tracked as dispo time.

Callbacks

If a lead asks you to call back later, select a callback disposition to schedule a follow-up. Your upcoming callbacks are managed in the dedicated Callbacks page, where you can see all scheduled calls, lead details, and click to dial.

See Dispositions & Callbacks for full details on scheduling and managing callbacks.

Call History

The phone widget’s History tab shows your recent calls:

• Direction — inbound or outbound icon
• Number — the phone number
• Duration — how long the call lasted
• Time — when the call occurred
• Status — answered, missed, or failed

Click any history entry to dial that number.