What is VICIdialis a call center software package that sends calls to an agent and allows an agent to place calls. How does the agent screen work The VICIdial agent screen is basically an interactive web page. It allows the agent to interface with the system during the process of a call and do things such as add or modify information about the customer, conference in other parties, transfer the call, record and many other functions necessary. UNIVERSAL FEATURES • PR PER L !IN AN" L ! UT PR CE"URES If you have a login for your phone first (it will show " hone !ogin" and " hone assword" fields" then enter the values in that your manager gave you for those fields. Then you will see the "#ser !ogin" "#ser assword" and "Campaign" fields in the form for you to fill out. $nce these fields are filled in and your campaign selected, click on the "%#&'IT" button to login (fter you click %#&'IT, your phone should ring (unless you are dialing into the system or using an integrated web phone". ick the phone up (or answer it if you are using a soft)phone on your computer". *hen you answer the phone, you+ll hear the system announce, ,you are the only one in this session- indicating the connection is successful. .rom now on you should not hang up your phone unless you log out of VICIdial. (t this point you are logged in to VICIdial and you are (#%/0. 'ost of the buttons on the left side will not be activated until you are on a call, you may also see a I1&$#10 23$# selection screen, which we will discuss further on in the manual. (t the top of your screen you will see the I0 of the phone you are currently connected through, as well as your user I0 and name .urther below that, in the grey section, is the %tatus line which will show important information as calls are placed and received. Towards the bottom, below the Comments section, on the left side, you may see your dialing status and a count of the calls being dialed in your campaign at this moment as well as the number of dialable leads in your campaign (This is only useful in (utodial mode and may not appear on every screen". $n the right side there may be a link to active (gent)only callbacks, if enabled. 1e4t to that, you may see an /1T/3 ( (#%/ C$0/ link. &elow these you may see links to manually dial a customer ('(1#(! 0I(! and .(%T 0I(!" with a '#T/ button on the far right. &elow this is a small line of type that shows you the software version and build date as well as the address of the VICIdial server that you are connected to. (t the bottom is a link to show the calls that are in your session. Clicking this link toggles the display on and off. There are also similar links to show you (gent View (status of other agents on your system" and Calls In 5ueue View (shows the inbound calls in 6ueue that you are able to take" .arther on the right at the bottom is where the 7$T 8/9% activation section will appear if your campaign has 7ot 8eys activated. you should stay logged)in to the dialer in (#%/ mode until you start calling again.$3*(30 buttons in your web browser.ust click on one to select it. • F R$ TA# . If you click on the re) login link. the %C3I T tab may pop up when a call comes to you. . NOTE: (t 1$ TI'/ should you press the &(C8 or . The VICIdial 'ain tab is furthest to the left. This will hangup your phone and show you a re)login link.• PAUSE CODES *hen you go on a break. address and other information are automatically put into the script for eachcall. followed by the %C3I T tab. left corner of the screen. and you will immediately go back to the main screen. you may not be logged out and may result in your losing clocked)in time on your VICIdial time) sheet. click on the "!ogout" button in the upper right corner of the VICIdial screen./1T/3 ( (#%/ C$0/.and a screen will appear with choices of ause Codes to enter for your ause time. The %C3I T tab+s purpose is to show the agent a script to read with the customer+s information put into the script or to open a website inside the %C3I T tab that may show your company+s C3' or ordering system. and simply go into (#%/ mode. This allows you to use a (#%/ C$0/ to show what kind of break you are on. :ust click on the te4t link below the Comments field labeled . • SCRIPT TA# *hen you login to VICIdial you will see several tabs at the top. 'ake sure to not hang up your phone at this time. /ven if you do not use a specific ause Code. (lso. • LOGGING OUT *hen you are done with your shift. 9our manager can define that the customer+s name. your manager may want you to remain logged)in to the dialer. 0$ 1$T close your browser with the "<" at the top of the window. this may log you out without you knowing. VICIdial is the main screen that shows all customer information in the system as well as a call timer. all of the login information that you entered when you logged)in will show up on the screen and you can :ust click "%#&'IT" to log in again without having to fill it all in again. If it is set up by your manager. To select a (#%/ C$0/. ( manager can also set pause code selection to be mandatory for every pause time you have. otherwise you can get to the %C3I T tab by :ust clicking on the tab portion at the top of you screen and you can go back to the main VICIdial screen by clicking on the VICIdial tab at the top. the name of the line your call is c onnected on and the local time where your customer is located. after your break has ended. That may lead to your session not ending properly. you can e4it it in one of @ possible ways (indicated by @ large buttons on the bottom left of your agent screen". by type. at the top of the agent+s screen. . which can be accessed by clicking the . @ agent to outside line. a timer above the button will start that lets you know how long the call has been on park. This saves additional steps and ensures that when you are ready to take calls both systems will be available to you. It allows you to 6uickly login to the C3' while the dialer loads the agent window. *hen you click on the button to park a call. • PAR% CALL The ne4t button is the (38 C(!! button and it allows you to send a customer that is in your session to a music)on)hold waiting area. There is also an option for a second web form button that goes to a different webpage if your manager has enabled it. Custom . There are > different kinds of conferences and transfers. The Custom .ields can also be used to prompt you to ask the customer specific 6uestions.$3' tab will appear. If this has been set for your campaign. This allows for such things as the easy lookup of a customer+s information in a company database or even a longer sales or survey form that can contain many fields. the . 9our manager can also set the web form to open automatically when a new call arrives at your session.ields. The park button can be set to a custom message by your manager if a recording has been setup for this campaign. • CR$ P PUP L !IN This feature pops open a new window as soon as you first log into the campaign. or it will not work correctly.ield types consist of either multiple choices selections. directing you to the accompanying C3' login page.help. 9our manager can also provide brief instructions for each field.ields with detailed data about the customer not contained on the '(I1 tab.*hen a customer+s record is shown from a list that contains Custom . $nce you send the customer to park you can retrieve them by clicking on the button again. It+s found :ust to the right of the %C3I T tab. while allowing you to retain their answers. The . and 5uick Transfer (which works for both".popup blockers. make sure you do not have . This is an optional feature that is enabled by your manager.ields created for this lead. They can pre)load the Custom . $nce a conference has been created.link beside the field.$3' tab+s purpose is to display all of the Custom .enabled on your web browser. 9our manager will have created the fields for = reasons. or te4t bo4es for open ended 6uestions. They are each e4plained below. • WE# F R$ This button will take all of the information about the call and the customer and send it to a new web browser window that has been set by the manager for this campaign. • TRANSFER C NFERENCE This button opens a blue form that allows the agent to transfer the call or add a third party. ? agent to agent. • HANGUP BOTH LINES This button disconnects everyone from the conference.bo4 ?.. • LEAVE 3-WAY CALL This button allows you to drop from the conference leaving the customer and the other party still connected./3)C$1. Click the .button to send the call • Agent to Agent.. A..button on the left side.C$1%#!T(TIV/. %elect the In)group in the pull)down menu @. directly above the . %elect the In)group in the pull)down menu @.button on the left side agent screen =. and leaves you and the customer still connected. Click the . %elect the ./3)C$1.T3(1%. while you and the customer wait together. This allows you to place the call while the customer is hold and speak with the other agent as long as you like before bringing the customer back on the line with all @ of you.button. Click the .C$1%#!T(TIV/.T3(1%. Con$<#t 'e T"#n$%e" *hen you want to transfer or conference a call to another agent or In)group. %elect the . A. *hen they do. Click on the . (38 C#%T$'/3 0I(!.button on the left side agent screen =.• HANGUP XFER LINE This button disconnects the conference. TRANSFER C NFERENCE T&PES • Agent to Agent.bo4 ?./3)C$1. %elect the In)group in the pull)down menu @. without notifying the recipient or staying on the line with the customer. .button to send the call • Agent to Agent. all @ of you will be on the line together.0I(! *IT7 C#%T$'/3.!$C(! C!$%/3.T3(1%. A. Bl n! T"#n$%e" *hen you want to immediately send the call over to an agent or In)group. 9ou can converse with the customer while waiting for the agent or In) group to pick up. Click the . Click the ..T3(1%. P#"(e! T"#n$%e" *hen you want to transfer or conference a call to another agent or In)group. but you wish to talk to them privately without the customer being on the line.button on the left side agent screen =. This will both park the customer+s call and initiate the consultative transfer to the selected In)group./3)C$1. . The purpose of this feature is to allow you the ability to click .button and the dialer immediately blind transfers the call to the preset location. This will send the customer right back to you if you do not pause immediately (the campaign can be set to pause after every call". press the number for the disposition you+ve chosen for that call.T3(1%./3) C$1.#1 (38 C(!!button (this was labeled as the . *hen the mouse is over the 7otkeys button you+ll see the list of Call 0ispositions available.button on the main agent screen. 9ou will have a .T3(1%. press the . or click on the ./3. . 7otkeys work by assigning a Call 0isposition to the number keys(A)C" on your keyboard. it needs to be activated by your manager for your user login and for the campaign that you are using. .5#IC8 T3(1%. • )& *( T"#n$%e" This feature needs to be enabled on the campaign. It allows you to transfer (or 6ueue" a call for only one specific agent.button. 9our manager has pre)programmed either an In)group or phone number to that button.B. This is the only transfer that does not re6uire starting with the .5#IC8 T3(1%.rom here you can either select the C$1%#!T(TIV/ checkbo4 and click .button. *hen this is active. 9ou can bring the customer back on the line by selecting the ..for a Consultative Transfer.23(& C(!!. :ust below the . It allows you to take your current live call and transfer it to an (2/1T0I3/CT 6ueue for you to answer at a later time.C(!!% I1 5#/#/. This feature is set up by your manager. The call will immediately be hung)up. %imply click on one select it. (38 C(!!.0ial with Customer.3/)5#/#/ C(!!button on the left side of your screen :ust below the .that may appear in the . there will be a .5#IC8 T3(1%.button. To use 7otkeys. (38 C#%T$'/3 0I(!-" • Re-)&e&e C#ll This feature needs to be enabled on the campaign.(2/1T%. and their corresponding number on your keypad./3./3) C$1.!ocal Closer. If you select the (2/1T0I3/CT entry from the !ocal Closer pull)down menu.button prior to the (gent selecting ./3. dispositioned automatically.button to send the call as a &lind Transfer • USIN! H T%E&S 7otkeys are a way of reducing the time it takes to hangup and disposition a call if the customer is unavailable. an . and you will be able to take your ne4t call immediately. *hen you are ready to end the call. • AGENTDIRECT T"#n$%e"$ The (2/1T0I3/CT transfer is a special type of (gent to (gent Transfer.link will appear to the right of the number to call field. To initiate this transfer.frame at the bottom of the screen when there are calls waiting. 9ou can click on this link to see a list of the available agents that you can send an (2/1T0I3/CT transfer to. This feature is activated when your mouse pointer is on top of the orange 7otkeys button at the bottom of your screen. (t this point. the data can not be edited. and you do not immediately get another call. If you are in auto)dial mode and want to go into (#%/ before receiving your ne4t call. the green 0isposition screen will appear.e to $ee *&$to+e" !et# l$ If you need to see the information on the screen about the customer you :ust talked to.n + . • CALL N TES This is an optional feature that can be enable by your manager. 7ere you can select the appropriate status for the call you+ve :ust completed. and you forget to write down the customer information before you select the hangup button. you can click on the +minimiEe+ button at the top of the 0isposition screen to move the disposition frame out of the way. • . because it has already been committed to the system once you pressed the hangup button.• C $$ENTS This field appears below the customer+s information on the '(I1 tab. This allows you to see the customer data below. "ISP SITI NIN! A CALL (fter a customer call is hung)up. This should be an infre6uent problem. you can either double click the link. select the (#%/ (2/1T 0I(!I12 checkbo4 before selecting your status. (ny editing of this information will be discarded since the customer information is committed to the system as soon as you click on the "7angup Customer" button. along with the #ser I0 of each agent. you can click on the "7angup (gain" link at the top of the screen to attempt to hangup the call again (9ou can only click this link once per call". #nlike Comments. If the call still does not hang up. you can click on the "minimiEe" link at the top of the screen to view the customer information again. This assures you will be in (#%/ after dispositioning the that call.field on the 'ain tab. If you need to take written down notes. The notes will each be stamped with the date D time of the previous call.e l ne If a customer is still on the phone after you have arrived at the 0isposition screen. $ptionally (If you manager has enabled" you can see the previous Call 1otes from other agents that have spoken to this customer. . The Comments field allows you to add additional remarks regarding the call or customer.Comments. beyond the general information provided on the '(I1 tab. such as a log sheet. or click the link once and then select the %#&'IT link at the bottom. To select a status. This field appears below the . • C&$to+e" $ $t ll on t. these notes are permanently saved on the lead. you should be able to hang it up from the "conference call channel information" link list at the bottom of your agent screen after 0ispositioning the call. and the 0isposition screen (allowing you to add remarks even after you have hung up the call". Callbacks default to allow any agent to receive the call when the customer is called back ((19$1/ Callbacks". if there is one.. Lead Search. This web form window will also be sent the disposition that you :ust selected for the previous call. an agent can select to have the callback be restricted to only their login ((2/1T $1!9 Callbacks". Then click on the T(8/ C(!! link to have the call sent to you. • PRE'CALL W R% This manager enabled feature is available in (uto)dialing mode. during which you can complete other call wrapup work before you are able to receive another call. the color of the In)group. the amount of time the caller has been waiting in 6ueue. click on the "%how Calls In 5ueue" link at the bottom of your screen. • W"#/&/ T +e A%te" C#ll If your campaign is set up for it. the agent the call came from or the number that the customer dialed to get to the 6ueue. *hen an agent receives a call that was last set as a C(!!&8. Fast Dial. the name of the In)group and whether the call is inbound or outbound. Enter Pause Code. until that date and time have arrived. (dditionally. To take a call you need to be paused.orm %ubmit" link on the 0isposition screen to open up a web form window at the time you submit your chosen call disposition.• O/en 0e1 %o"+ #%te" ! $/o$ t on ng If your manager instructs you to. in the 6ueues available to you. you can click on the "*eb . you might have a set amount of time after you hangup and disposition a call.inish *rapup and 'ove $n. This setting will automatically place you in (#%/ when you have selected any of the following functions that would re6uire you to be pausedF such asG Manual Dial. if it is enabled for your account.link that you can click to bypass the wrapup time and immediately go on to the ne4t call. Call Log View. Callbacks Check. the name. It contains a countdown indicating how many seconds of wrapup time remain before the green wrapup screen disappears and you can take another call. if the customer is listening to a place)in) line prompt or other non)transfer prompt. There is also a . • CALLS IN (UEUE) AN" TA%E CALL To see the waiting calls. 9ou will see a green *rapup screen after dispositioning a call. there will be a message showing up ne4t to the "Customer Information" header of the VICIdial screen that will say " 3/VI$#% C(!!&(C8" so that the agent will know that . There may be a delay of a few seconds. • CALL#AC%S The Callback feature allows you to set a date and time for leads so that they can be removed from active dialing. ( frame will appear (at the bottom of the screen" that will list calls from the In)groups currently assigned to you. This listing will show you the phone number of the caller. Cit . (lternate or (ddress@ phone number.Close Call !oglink to go back top the 'ain tab. A!ENT LEA" SEARCH If your manager has enabled this feature on the campaign.or . the scheduled callback date and time along with any callback comments that were entered by the agent that set the callback. The call will not happen immediately and by default the agent that set it may not necessarily get that callback call.close. blinking.this lead was set as a callback the last time it was called. you will see a bo4 appear with information about the callback record including the date of the last call. each of those alerts also has a 0/. The alerts range from red. either (19$1/ or (2/1T$1!9.The agent needs to choose a day from the calendar and then select a time (hour. • Sett ng # C#ll1#*( *hen setting a Callback for a specific date and time. (gent $nly Callbacks will trigger a pop)up alert on the screen. as they yield the fastest results. and Postal Code. • C#ll1#*( Ale"t T2/e$ 9our manager can also enable Callback (lerts. a new calendar screen displaying the ne4t A= months will pop up. until the number of callbacks changes. or blinking red. 'anagers also have the ability to override agent callbacks by changing them to (nyone callbacks or assigning them to another agent Re*e ' ng # C#ll1#*( If you receive a call that had been last dispositioned as a C(!!&8. $nce a callback date and time are set. If you are unable to set a callback for the desired date. %elect the . half hour and ('H ' menus at the top of the screen" for that lead to be contacted back. !ead I0. click on the %#&'IT button to go on to the ne4t call. which differ from the standard status line. In addition. you can search for a specific customer lead while in ause. $nce chosen. or Vendor I0. It is important to note that managers have the ability to see what callbacks were set by each agent and when the agent set them. the agent will hangup the call as usual and select the C(!!&8 status in the disposition screen. First Name. Vendor ID. 9ou can search by using either the 'ain. The manager can also limit how far in advance a callback may be set. contact your manager to see if that feature has been enabled. Last Name. Callbacks are reactivated and put back into the system at the date and time specified by the agent. if necessary./3 option which will stop blinking andHor displaying in red when you check the callbacks. *e recommend 'ain phone number. and any combination of the following data G Lead ID. These fields do not allow for wildcard or partial . There is also a field for comments about the callback. State. to manual dial the customer NEW LEA") SEARCH LEA" $ANUAL "IALIN!) AN" FAST "IAL If your manager has activated this feature.checkbo4 on the call disposition screen. These features allow you to add a new lead to the database manually or search for an e4isting lead by phone number and call that number. you will need to be aused to click on the !$2$#T button in the top right corner.rom the 'anual 0ial screen. you can also place a call to any e4tension by entering it in the "0ial $verride" field. or you have no delay between when you hangup one call and receive the ne4t.%earch /4isting.7angup Customer-.(%T 0I(! te4t link below the comments field of your main VICIdial screen.(%T 0I(! link is very similar to the 'anual 0ial link.link to view the lead itself.rom that page you can click the . 9ou can click the "0ial 1ow" link and go to the main screen. In the #%( and Canada the 0ial code usually stays as a "A".I1. your login time may not be recorded accurately. There are not as many options with this feature. a 0ial Code field and a hone 1umber field. If you are e4periencing a high call volume.(%T 0I(! te4t link to start dialing that number.0I(!. $nce you click %ubmit. . (n option feature (enable by your manager" allows you to see the Comments or Call 1otes from previous calls.checkbo4 to see if this phone number is already in the system and bring up its record. e4cept to use it all you have to do is enter a phone number in to the main Customer Information . it would be a good idea to use the . *hen the "1/* '(1#(! 0I(! !/(0" screen appears you will see instructions at the top along with the campaign+s dial prefi4 that your system may use to get to an outside line. the system will display a results page showing the lead or leads that meet the given criteria. but it is much faster to use with less steps.field and click on the . In addition calls may still be made for several minutes because the system is not aware you have logged out.$. $nce you have entered in a phone number you can click on the . you will disposition the call as usual and go into the ne4t call. ready to dial the lead. . • -#n&#l D #l If you click on the '(1#(! 0I(! link.phone number. before clicking the "0I(! !/(0" button to place the call. the phone number field is a ma4imum length of AI digits (this should only have digits entered into it". (#%/ (2/1T 0I(!I12. • F#$t D #l The . or . you will go to a green screen allowing you to specify the customer number you want to call. If you haven+t done this and leave from disposition screen or :ust close the web window. you will see a '(1#(! 0I(! te4t link and a . PAUSE AN" RESU$E PR CE"URE If wish to go on a break or log out at the end of your shift. $nce on the main screen you may choose to enter or modify the lead data in the "Customer Information" fields. . (fter the call is finished and you have selected .search terms. you must click the !$2I1 button to fully clock)in to the system. . The VICIdial (gent !ogin screen can also be restricted to allow only timeclock clocked)in agents if your manager has set this for your user group.Ti*e'Clock P+nch'in P+nch'o+t Included with VICIdial is an independent timeclock application that allows agents to clock)in and clock)out. !astly. 9ou will then see a notice of the last time you clocked)out with a !$2I1 button below.irst. To properly clocking)in is a =)step process. Clocking)out of the system is the identical process. enter your user !ogin and assword and click submit. .