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.

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.

Important Note: 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.

Available Agent Status Dial Codes

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

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 on the dialer window.

• Locate the Auto Answer dropdown

• 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

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

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.