Dial Widget

Going by the name, Dial widget connects the call to a phone number or a group of phone numbers.

The first thing you see when you add the Dial widget to IVR is the ‘Dial Phone Number’.You can add the phone numbers to which the call needs to be connected. The following are the key terms you can experience in the Dial widget:

  1. Sticky Agent:  When a customer calls your business multiple times, you can connect the call to the same agent who handled the call for the first time. This way, your customer doesn’t have to explain the case history all over again to multiple agents. Manage sticky agent option also works, where we add the customer and agent number manually.

  1. Smart Dialling: Smart Dialling enables to connect the call automatically to the agent who’s not engaged on a call. This ensures zero waiting time. There’s another option to enable queues on agent smart dialing. Through this feature, you can see the list of agents who are online and offline. The call will automatically be connected only to the agents who are online. To enable these options, tick on the respective call boxes.

  2. Call Queue:  The call is on queue when the agents are held up handling other calls. In this scenario, you can enable an option to connect the waiting calls in FIFO (First in, first out) format by ticking on the option in Call Queue as shown in the image below:

  1. Queue Options: The following options enable you to manage your call queues efficiently:

Note: Dial widget queue is an optionally enabled feature.

  • Average Call Time: This enables you to analyze the average time it takes to connect the call. Through smartly built logic, you can view the call queues and get an understanding of the time left to connect the call.

You can also use this feature to announce the caller on his waiting time. A typical example would include announcements like “Your call connects in 2 minutes 20 seconds”.

  • Repeat Message for every X Loop/ Secs: This option enables you to play a message in the loop and repeat it after the specified time. You can type the message in the column below to repeat it periodically.

  • Maximum Queue Waiting: You can specify the maximum time the user can spend on the waiting call. Upon time out, the call automatically gets disconnected. The call will reach agents offline flow also.

  1. Background Music: You can choose the sound file you want to play on the IVR by choosing from the options shown in the image above. You can also choose your file by uploading from the computer or picking from the local library or choose to play Ring Ring option- operator message

  2. Caller ID: The displayed number on the agent's device. This is the number through which the call is connected to the user. Caller ID allows only numeric inputs.

  3. Dial Duration Limit: This is the maximum time that an agent can spend on the call with one caller. The default is set to 60 minutes. At the last minute (in the default case, 59th minute), the agent gets a beeping notification indicating him to finish the call within the stipulated time. You can change this time at your convenience.

  4. Dial Timeout: The time where the system should dial the agent number. By default, it’s 40 seconds, however from the gateway level, depending on the requirement, this can be extended to have a longer hold of your customer for better waiting time.

  5. Retries: You can also initiate retries to call the user. You can specify the number of retries required to initiate the call when the user doesn’t pick the call and when the system fails to initiate a call.

  6. Record: You can request the user to send every call which is answered by the agent or configured number. A copy of the recording will be shared to the email mentioned in the image below. You can add up email subjects and relevant content to compose an email.

  1. Dial Patterns: You have complete control over the calls and how to route the calls to agents. The following are the routing methods through which you can manage your calls systematically. Read more about dial patterns now.

  2. DTMF Dialling: In this mode,  you can redirect the calls to an extension number. Let’s say 1234 is the extension number, you can add the extension number followed by the phone number in the manage extension option. When the caller dials the phone number, he’ll be alerted to add the extension number. To use this feature, all you have to do is add {dtmf} in the dial widget.

  3. Send a text message:  Upon hang up, you can send a text message as a follow-up to the caller or agent number by ticking on this option, as shown in the image above.

  4. Send an email: You can send an email as a follow-up to the call by composing the subject and the message that pops up, after ticking on the Send email option. Multiple email addresses separated by a comma can be configured.

  5. Make an announcement: For automated calls, you can add the announcement text here, which will be played before connecting to the caller.