# Dialer Features for Call Center Agents

The *Dialer* application provides a range of features tailored for call center agents, offering quick access to status management, automation, and post-call actions directly from the dialer interface.

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#### 1. Agent Status Display

At the bottom-left corner of the dialer window, the agent's current status is displayed based on the last dialed status code.

<mark style="color:red;">**Important Note:**</mark>\
\&#xNAN;*These statuses are stored locally on the dialer. For example, if an agent logs in from the dialer using **`*41`** and logs out from a separate device (e.g., desk phone) using **`*42`**, **the dialer** will still show the status as "Online (Agent Logged In)", but the status for the agent will be updated in the system.*

*To manually reset or clear the status on the dialer, the agent can dial **`*11`**.*

*Best practice is to log in only from the dialer, and that's also from one location.*

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FIDeYKOwjScLODbmsBT0Z%2Fimage.png?alt=media&#x26;token=6e5116f0-7e1c-4b08-a6ec-e3c3e304f84a" alt=""><figcaption></figcaption></figure>

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#### Available Agent Status Dial Codes

Agents can change their status by dialing the following feature codes from the dialer:

| Dial Code | Status Displayed on Dialer         |
| --------- | ---------------------------------- |
| `*41`     | Online (Agent Logged In)           |
| `*42`     | Online (Agent Logged Off)          |
| `*43`     | Online (Agent On Break)            |
| `*44`     | Online (Agent Available on Demand) |
| `*31`     | Online (Agent ACWA)                |
| `*32`     | Online (Agent On Lunch)            |
| `*33`     | Online (Agent Sch Break)           |
| `*34`     | Online (Agent On Training)         |
| `*35`     | Online (Agent Not Ready)           |
| `*36`     | Online (Agent Tech Issue)          |
| `*37`     | Online (Agent in Meeting)          |

***

#### 2. Auto-Answer Feature

The dialer supports **Auto-Answer** to streamline call handling. When enabled, a **beep tone** alerts the agent before the call is connected.

**How to Enable:**

* Open **Dialer Settings** with `Ctrl + P`  or by clicking <img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2F5nUEJn56bgv9UhVsNiN9%2Fimage.png?alt=media&#x26;token=a0725c86-2beb-4d34-8d61-60cab33abcc8" alt="" data-size="line"> on the dialer window.

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FLeTPvnPTij7z9ndS5BEz%2Fimage.png?alt=media&#x26;token=f9a0b7a1-c4bf-43af-a59a-61c373f7ea72" alt="" width="217"><figcaption></figcaption></figure>

* Locate the **Auto Answer** dropdown

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FHZoA7rzItbIPFUcODLy9%2Fimage.png?alt=media&#x26;token=40cffdfb-bbdf-4265-a665-1165f6f16e17" alt="" width="230"><figcaption></figcaption></figure>

* Select one of the following modes:
  * **All Calls** – Automatically answers all incoming calls.
  * **Control Button** – Displays a toggle button on the main dialer screen, allowing the agent to turn auto-answer on or off dynamically.

***

#### 3. Bring Call Window to Front

This feature ensures that the incoming call pop-up window is always visible by bringing it to the foreground.

**How to Enable:**

* Go to **Dialer Settings** (`Ctrl + P`)
* Check the box labeled **Bring to Front on Incoming Call**

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FVuU7WPAghluVn39xovcs%2Fimage.png?alt=media&#x26;token=d01b3613-8fbc-4341-80f0-f3adb6b7171c" alt="" width="259"><figcaption></figcaption></figure>

***

#### 4. Call Disposition

This feature prompts agents to assign a disposition to each call after it ends, helping with call tracking and outcome analysis.

**How to Enable:**

* Open **Dialer Settings** (`Ctrl + P`)
* Check the box next to **Enable Disposition**

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FJAUvdCs1syOHZvUAnxBF%2Fimage.png?alt=media&#x26;token=3a405b44-2ac3-46ed-9f74-f677441bf9d6" alt="" width="259"><figcaption></figcaption></figure>

Once enabled, a pop-up appears at the end of every call, allowing agents to select a relevant disposition.

**Available Call Dispositions:**

* Interested
* Not Interested
* Call Back Scheduled
* Sale/Conversion Made
* Needs Manager Approval
* Follow-up Required
* Upset/Complaint
* No Answer
* Voicemail Left
* Busy Line
* Disconnected/Invalid Number
* Do Not Call Request
* Wrong Number
* Langauge Barrier
* Already A Customer
* Duplicate Contact
* Not A Decision Maker
* System Issue
* Transfer To Another Department
* Test Call

Click here for instructions on [**Cebod Dialer Installation and Setup.**](https://docs.cebodtelecom.com/overview/cebod-telecom-free-applications/setup-cebod-pc-dialer)<br>