Manual/Progressive - automatically dial after disposition.

[jcuzens]

Is there a feature/functionality/way that we could have our agents be in manual dial but after they disposition it automatically *clicks* or basically performs the dial next number operation? I know this seems like an odd request but we have a use case where we would like agents to actually here the ringing, and their outbound caller id would be their phone #.

Thanks,
Jarrod

[mflorell]

Using hotkeys will accomplish this for you.

[jcuzens]

Hi Matt, thanks for the reply. I understand we can use the hotkeys to quickly disposition but what we would actually like to do is have Vici proceed to "dial next number", in the manual sense, as soon as the disposition is selected.

e.g.
1) Agent clicks Dial Next Number
2) Agent talks with customer
3) Agent Hangup
4) Agent Disposition
5) Agent returned to main screen and Vici performs the "Dial Next Number" automatically.

Maybe I'm missing something but I don't see how this can be performed with Hotkeys.

Thanks,
Jarrod

[mflorell]

In manual dial mode, Hotkeys WILL automatically dial the next number after you enter a hotkey and it hangs up the call. So the agent only has to press the hotkey and the call is hung up, dispositioned and the next dial is started all as a result of that one key press.