Getting Started
A first-time setup checklist to get your workstation ready before taking calls.
- Sign in with your email and password. If two-factor authentication is enabled, enter the one-time code when prompted.
- Upon login, your presence status is automatically set to Available, meaning calls can begin routing to you immediately.
- The Dialer page opens by default from the sidebar — this is your primary workspace.
- Grant microphone access when requested by the application. Without this permission, calls cannot be established.
Dialer Window
This is where every call originates — enter a number manually or initiate from an existing record.
Enter digits directly into the input field, then select the call button to initiate. Tap any displayed number to copy it to the clipboard.
Grab any entry from the call log list and drop it onto the dial field — the number populates automatically, ready to call.
A notification window appears for every inbound call, offering Accept or Decline with a single action.
Unanswered calls route to voicemail automatically. You'll receive a missed-call notification with the caller's details.
In-Call Controls
The active call window surfaces the following controls during any live call.
| Control | Function |
|---|---|
| Disables your outgoing audio. The customer cannot hear you while muted. | |
| Places the customer on hold with classical music playback. You remain active and unaffected — resume to reconnect the customer instantly. | |
| Routes the call to another agent or an external phone number. See the dedicated section below. | |
| Opens the call script sidebar — slides in from the right with the assigned script text for guidance. Only visible to users with the viewScript permission. | |
| Saves the current caller as a lead record, including name, notes, and contact details. | |
| Sends DTMF tones for IVR navigation, or dials a second number directly from the keypad. | |
| Terminates the call and opens the call-summary panel for notes and disposition. |
Call Scripts New
Pre-written call guides that slide in alongside the active call — keeping agents on-message without switching screens.
Click the Script button in the call window to open a full-height overlay panel that slides in from the right. Click again or press the close button to dismiss — the call is never interrupted.
If more than one script is assigned, tabs appear at the top of the panel — switch between them instantly during the call.
The Script button only appears for users with the View Script During Calls privilege. Admins always have access. Agents must be explicitly granted this in their role.
Admins create and edit scripts from Admin → Call Scripts. Rich text formatting is supported — bold headings, bullet points, and coloured sections keep scripts scannable mid-call.
Transfer Options
Three transfer methods are available, depending on the situation.
Routes the customer directly to another agent and removes you from the call immediately. Fastest option, with no opportunity to brief the receiving agent.
Rings the receiving agent first, allowing a private briefing before handoff. Select Complete Transfer to finalize — the customer remains on hold with music throughout.
Routes the call to an outside phone number — such as another department or office line that isn't an agent within this platform.
Voicemail & Recording
Unanswered calls offer the caller a voicemail option. Messages appear under the Voicemail tab with playback and automatic transcription.
Calls are recorded automatically when enabled by your administrator. Recordings attach directly to the corresponding entry in Call Logs.
Team Call
A dedicated channel for reaching colleagues directly — separate from the customer-facing dialer entirely.
- Open Team Call from the sidebar.
- Only teammates with this capability enabled — and currently Online — appear in the directory.
- Use the search field to locate a colleague by name, or switch between Grid and Table layouts.
- Select the call icon beside any teammate to initiate — a notification appears instantly on their end.
- The same Mute, Hold, and End controls from standard calls apply here.
Supervisor Monitoring
Available exclusively to users with Barge Calls privilege. Three modes are available — switch between them live without dropping the call.
Join any live call silently — neither the agent nor the customer is aware of your presence. Ideal for quality monitoring.
Join the conversation actively — both the agent and the customer can hear you. Ideal for escalation handling or immediate correction.
Speak privately to the agent only — the customer cannot hear you at all. Perfect for real-time coaching mid-call without alarming the customer.
| Mode | Supervisor hears | Agent hears | Customer hears |
|---|---|---|---|
| Listen | Both parties | Customer only | Agent only |
| Barge In | Both parties | Customer + Supervisor | Agent + Supervisor |
| Whisper | Both parties | Customer + Supervisor | Agent only |
Found under Team Dashboard → Live Calls. All three modes require the Barge Calls permission. Switching between modes is instant — no reconnection needed.
Call Logs & Contacts
A complete history of inbound, outbound, and missed calls — including timestamp, duration, and recording playback.
Your saved customer directory, complete with names, numbers, and notes — dial directly from any contact record.
Leads & Sales
Track every lead generated from your calls across All Leads, Follow-ups, and Hot Clients categories.
Log closed deals and revenue — figures here roll directly into your performance reporting.
Monitor daily and weekly performance — calls placed, talk time, and conversion metrics at a glance.
Messages
Send and receive SMS conversations with customers directly within the platform. Full conversation threads with timestamps and delivery status.
An internal chat channel for coordinating with colleagues without placing a call.
Pre-written message templates with rich formatting. Press / or click the template icon to insert one instantly — see the SMS Templates section for full details.
SMS Templates New
Save frequently-used messages with rich formatting and insert them into any conversation in one click — no re-typing, no copy-paste errors.
Click the FileText icon near the message input, then New. Give the template a title and compose the body using the rich text editor — supports bold, italic, underline, bullet lists, and numbered lists.
Each agent can save a maximum of 10 templates. The counter is shown in the modal header. Delete an existing template to free up a slot.
Type / in the message input to open the picker instantly, or click the template icon. Select any template — a formatted preview card replaces the text input. Press Send to deliver it exactly as designed.
The template's formatting — bold, lists, structure — is preserved in the sent bubble. The recipient receives a clean plain-text version; the in-app bubble shows the formatted original.
Admin Tools
| Module | Purpose |
|---|---|
| Agents | Manage the full agent roster — status, role assignment, and individual privileges. |
| Teams | Create teams, assign supervisors, and configure team-level permission sets. |
| Phone Numbers | Provision and assign calling and messaging numbers across the organization. |
| DNC List | Maintain the Do-Not-Call registry — the system blocks these numbers automatically. |
| Auto Dial | Configure and launch bulk outbound dialing campaigns. |
| Call Scripts | Create rich-text call scripts and assign them to agents or teams. Agents see these in the sidebar during live calls. |
| Live Calls | View and monitor every active call across the organization in real time. Listen, Barge, and Whisper from this panel. |
| Recording | Centralized archive of all call recordings. |
| Billing | Wallet balance, usage history, and invoices. |
| Reports | Detailed analytics — outbound, inbound, messaging, and agent performance charts with date filters. |
Roles & Permissions New
Fine-grained control over what each agent can see and do. Roles are created by admins and assigned to users individually.
| Permission | What it enables |
|---|---|
| View Script During Calls | Shows the Script button in the call window — agent can open the script sidebar. |
| Create / Edit / Delete Scripts | Access to the Script management panel to author and maintain call scripts. |
| Barge Calls | Enables Listen, Barge In, and Whisper modes on live calls from the supervisor dashboard. |
| Create & Use SMS Templates | Shows the template button and / shortcut in the Messages page. Agents can create up to 10 templates. |
| Auto Dial Access | Access to automated outbound dialing campaigns. |
| Team Messages | Access to the internal team chat channel. |
| Team Calls | Access to the internal Team Call directory. |
Reports & Analytics New
Visual charts summarising performance across all four report types — updated instantly when you change the date filter.
Bar chart showing Total calls, Connected, and Not Connected for the selected period — with stat pill summaries above.
Bar chart showing Total inbound calls, Answered, and Missed — same structure as outbound for easy comparison.
Grouped bar chart — top 10 agents, each with Dialed, Connected, and Missed bars side by side for instant comparison.
Bar chart showing Total messages, Inbound (purple), and Outbound (cyan) SMS volume for the period.
| Filter | Period covered |
|---|---|
| Today | From midnight to right now |
| Yesterday | The full previous calendar day |
| This Week | Monday through today |
| This Month | 1st of current month through today |
| Custom Range | Any start and end date you specify |
Troubleshooting
Verify your internet connection, confirm microphone permission is granted, and restart the application.
Check your speaker or output device — use the speaker icon within the call window to switch devices.
Confirm your status is set to Available, and that the application remains running in the background rather than fully closed.
This capability is enabled per-agent by an administrator and only appears once granted.
The Script button only appears when the View Script During Calls permission is granted and at least one script is assigned. Contact your admin.
The / shortcut requires the SMS Templates permission. If granted, ensure the message input is focused and empty before pressing /.