AutoReach, in conjunction with Dialpad, offers a unique dialing experience that allows agents to receive inbound calls even while in an active dialing session. This blended dialing feature is best supported with the use of the Dialpad Desktop App.
It is recommended to leverage contact center functionality in Dialpad for the blended dialing use cases, as it allows for call waiting queue's to route calls to the next available agent. When not leveraging call centers, AutoReach can still support blended dialing but calls may be sent to voice mail if an agent is dialing a call when an incoming call attempts to connect.
Before reading the following steps, ensure that the Blended Dialing checkbox has been enabled within Account Settings.
Step 1: Accept Incoming Call Center Bridge from Dialpad
When you receive an incoming call center bridge from Dialpad, accept it. This is the first step in the process of enabling blended dialing.
Step 2: End Current AutoReach Call
Once you've accepted the incoming call center bridge from Dialpad, end the current AutoReach call. This will allow you to accept the incoming call center call.
Step 3: Accept Incoming Call Center Call
After ending the current AutoReach call, accept the incoming call center call. This is the second call in this demo.
Step 4: Refresh AutoReach Page and Select Start Calls Button
When the incoming call ends, you may need to refresh the AutoReach page and select the Start Calls button. This will allow you to continue with your dialing session in AutoReach.
Note
This use case is best supported with the use of the Dialpad Desktop App. The Dialpad desktop app naturally has more real estate in its UI allowing for benefits including blended dialing where agents can receive inbound calls even though they’re in an active dialing session, and call center specific metrics including viewing call queues, live calls, etc.
Remember, when making a call through AutoReach Dialpad Desktop App with Contact Centers enabled, it’ll appear as if an inbound call is coming into their line. After the agent accepts the “inbound call,” that’s when AutoReach will start dialing outbound to the record and the agent will hear the ringing. This behavior will happen for each call.
For more detailed information on setting up AutoReach and Dialpad, refer to the Full AutoReach + Dialpad setup guide.