RingQ Web Guides
Guides On how to Use and Access the Web Dialer
Dialer User Guide
This guide will help you understand and effectively use the dialer system, whether you're an Owner, Manager, Supervisor, or Agent in a call center. The dialer streamlines call management, improves efficiency, and enhances communication within your team.
Getting Started
Accessing the Dialer:
Log In: Enter your credentials to access the RingQ app management system.
Navigate to Dialer: Go to the main dashboard or menu and click on "Dialer on the lower right corner of the page."
Dialer Interface Overview
Visual Appearance of the Dialer Pop-up
When the Call Center Dialer pop-up appears, it offers a streamlined and user-friendly interface designed for efficient call handling. Here’s a description of its features and layout:
Key Components
Dial Pad: Use the on-screen dial pad to enter phone numbers manually and add contacts.
Avatars: List of members including the real-time status of an extension.
Favorites: Easily access frequently called numbers by marking them as favorites.
Listed here are the extensions chosen as favorites from the Team Directory of the Web App.
Chats: In Progress . . .
Call Parking: Displays the available slots for parking calls.
White lights are the available slots and with the green lights are the available for pick-up on the parking.
Wallboard: Displays the Queue Calls Waiting Time, Active Calls, Abandoned Calls, And Total Calls.
Call History: View a list of recent calls, including missed, received, and dialed calls.
Voicemails: List of voicemails received internally and externally.
Contacts: Access your contact list to quickly find and call team members or clients.
Settings: In Progress . . .
Call Controls and In-Call Features
Call Controls and Their Functions
The following provides an in-depth explanation of the several call controls and how they are usually used in call center systems:
Record
Function:
Start Recording: Initiate the recording of the current call's audio for purposes such as quality assurance, training, or compliance.
Stop Recording: End the recording and save the audio file to a specified location.
Hold
Function:
Activate Hold: Place the current call on hold, pausing the conversation while keeping the line open.
Resume Call: Take the call off hold and continue the conversation.
Survey
Function:
Initiate Survey: Trigger a post-call survey automatically or manually to gather feedback from the caller.
Survey Questions: Present a series of predefined questions to the caller, typically after the main call ends.
Transfer
Function:
Initiate Transfer: Start the process of transferring the call to another agent, department, or external number.
Announced Transfer: Inform the recipient about the call before completing the transfer.
Blind Transfer: Transfer the call directly without informing the recipient.
DTMF (Dual-Tone Multi-Frequency)
Function:
Send DTMF Tones: Allows agents to send DTMF tones during a call, typically by pressing keys on the dial pad.
Conference
Function:
Initiate Conference Call: Start a conference call with multiple participants.
Add Participants: Include additional callers into the existing call to create a multi-party conversation.
Manage Participants: Control participant settings, such as mute/unmute and remove participants.
Speaker
Function:
Activate Speaker: Switch the call audio to the device's speaker for hands-free communication.
Deactivate Speaker: Return the audio to the handset or headset.
Video
Function:
Start Video Call: Initiate a video call to enable visual communication.
Stop Video Call: End the video transmission while continuing with the audio call.
Mute/Unmute
Function:
Mute Microphone: Temporarily disable the agent’s microphone so the caller cannot hear any background noise or conversation.
Unmute Microphone: Re-enable the microphone to resume normal conversation.
End Call
Function:
Terminate Call: End the current call session.
Making a Call
A fundamental function in a call center, crucial for both external customer interactions and internal communications. By understanding the steps and utilizing the call controls effectively, agents can enhance the efficiency and quality of their interactions.
Manual Dialing
Open Dial Pad: Click on the dial pad icon.
Enter Extension Number: Use the on-screen keys to enter the extension number.
Initiate Call: Click the call button to start the call.
Calling from Contacts
Access Contacts: Click on the "Contacts" tab.
Select Contact: Find and click on the contact you wish to call.
Click the Information button to view contact and actions available.
Initiate Call: Click the call icon next to the contact’s name.
Calling from Call History
Open Call History: Click on the "Call History" tab.
Select Extension Number: Click on the number or contact name from the list.
Click the Information button to view contact and actions available.
Initiate Call: Click the call icon next to the contact’s name.
Calling from Favorites
Access Favorites: Click on the "Favorites" tab.
Select an Extension: Click on the extension number you wish to call.
It will automatically initiate the call.
Receiving and Answering a Call
Incoming Call Page: When a call comes in, you will see a pop-up notification.
Answer Call: Click the answer button to accept the call.
Reject Call: Click the reject button to decline the call.
Answered: The time duration will start to run.
Advanced Features
Voicemail
Access Voicemail: Click the voicemail tab or icon.
Listen to Messages: Click on a message to listen.
Manage Voicemails: Delete or save voicemails as needed.
In Progress . . .
Call Recording:
A vital feature in call center operations, ensuring quality assurance, training, compliance, and improving customer service. Below is a comprehensive guide to the call recording feature, including its function, usage, and best practices.
Start Recording: Click the record button during a call to start recording.
Stop Recording: Click the record button again to stop.
Access Recordings
To get into it:
Go to the Side Menu bar
Go to Settings
Select Global
Select System Recording
System Recording Page
Call Monitoring (Supervisors and Managers)
Supervisors and managers in a call center, enabling them to oversee agent performance, ensure quality service, and provide real-time assistance. Here's a comprehensive guide to the call monitoring feature, including its function, usage, and best practices.
Click on the Manager to expand the page
These are the Manager’s Features
Observe Calls: Use the monitoring feature to listen to live calls.
Coaching Mode: Speak to the agent without the customer hearing.
Takeover: Join the call if necessary.
Rate: Percentage of score the supervisor given to an agent.
Survey:
IVR: An Interactive Voice Response that gives instruction to a caller giving rate for the agent’s service.
Rating: Selecting from 1-5, 1 being the highest and 5 being the poor.
Confirmation: an IVR will confirm the customer's rating.
Conference
Easy Call Setup
Enter Extension Number: Use the on-screen keys to enter the extension number.
Initiate Call: Click the call button to start the call.
Click the Conference button
This is how it looks on the conference page
Conference Controls
Participant Management
Participant List:
View a list of all participants currently in the conference call.
See participant names, roles, and statuses (e.g., speaking, muted).
Add/Remove Participants:
Easily add new participants during the call.
Remove participants if necessary to maintain call quality and focus.
Customizing the Dialer
Customizing Dialer Through the Chameleon feature from the Web App
Please the link to go to: Chameleon User Guide
The dialer is an essential tool for efficient call management in a call center. By understanding and utilizing its features, you can enhance communication, improve workflow, and provide better service to your customers.
Getting Started