AutoReach, in collaboration with Dialpad, offers a unique dialing experience that allows agents to handle outbound calls in a seamless manner. This feature is best supported with the use of the Dialpad Desktop App.
The Dialing Experience
When an agent initiates a call through AutoReach with Dialpad Contact Centers enabled, it appears as if an inbound call is coming into their line. This is actually Dialpad bridging the agent to the outbound call. After the agent accepts this "inbound call," AutoReach begins dialing outbound to the record, and the agent will hear the ringing. This behavior occurs for each call in the list.
Note
Agents will need to select which Dialpad contact center they have been assigned to with their Agent settings otherwise they may encounter an error when they try to start dialing a list.
Step-by-Step Process
Here's a step-by-step breakdown of the dialing process:
- Press Start Calls on your open List/Campaign: AutoReach will highlight the call record
- Accept Incoming Call Center Bridge from Dialpad: When Dialpad sends an incoming call center bridge, the agent should accept it. Dialpad will dial the current call record on the AutoReach list
- End Call: After ending the current AutoReach call, the agent will proceed to the next call on the AutoReach list by accepting the next incoming call center call bridge, repeating the process. This is how all calls will proceed until the list is finished being dialed.
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 call center specific metrics including viewing call queues, live calls, etc.
For more detailed information on setting up AutoReach and Dialpad, refer to the Full AutoReach + Dialpad setup guide.