Preview Dialing Mode

This guide walks you through using the Preview Mode in the Call Tools platform. Preview Mode offers a structured yet flexible way to manage and dial leads while ensuring maximum efficiency for your agents.

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What is Preview Mode?

Preview Mode allows you to:

• Create campaigns and segment leads like in predictive or power dialing campaigns.
• Add manual dialing options for increased control and efficiency.

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Setting Up a Preview Campaign

1. Navigate to Campaigns:

   • Go to the Contact Center section and select Campaigns.
   • Choose or create a campaign, ensuring it is set to Preview Mode.

2. Enable Preview Mode:

   • In the campaign settings, at the top, select Preview as the dialing method.

3. Configure Button Options:

   • The most critical settings in Preview Mode are the button configurations for dialing. Here are your options:
     • Next Contact Button:
       • Displays the next contact for the agent to review.
       • Agents can take their time reviewing notes before manually initiating the call by clicking the phone icon.
     • Dial Next Button:
       • Immediately initiates the phone call while presenting the lead’s details.
       • Prevents agents from skipping through leads, ensuring each lead is called in order.
     • Async Dial Next Button:
       • Displays the next contact while launching the call in the background.
       • Calls connect seamlessly without agents hearing ringing. If a customer answers, the system notifies the agent.

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Using Preview Mode as an Agent

1. Join a Preview Campaign:

   • Agents can select the campaign and see the configured dialing options.

2. Button Functionality:

   • Next Contact Button:
     • Presents the next lead without making an immediate call. The agent manually initiates the call by clicking the phone icon.
   • Dial Next Button:
     • Presents the lead and starts dialing immediately upon button click.
   • Async Dial Next Button:
     • Displays the lead while dialing in the background. If a customer answers, the system connects the call and presents the lead's information to the agent.

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Maximizing Agent Performance

• Avoid Lead Cherry-Picking: Use the Next and Call or Async and Next Dial options to ensure all leads are called without agent bias.
• Increase Efficiency: Agents can review contacts thoroughly while maintaining productivity with options that suit campaign needs.

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Support and Assistance

If you have questions or need help with Preview Mode, here are your support options:

1. Live Chat:
   • Accessible within the platform.
2. Open a Ticket:
   • From the manager dashboard, go to Help and submit a support ticket.
3. Email Support:
   • Contact support at [e-mail].
4. Call the Support Team:
   • Dial the 800 number listed on the website.
   • Support hours:
     • 5 a.m. – 5 p.m. PST (Monday–Friday).
     • 8 a.m. – 8 p.m. EST (Monday–Friday).