To take predictive calls, sign in to the agent panel, switch the dialing mode to Predictive and set your status to Ready. Answered campaign calls are then connected to you automatically. After each call, update the contact, choose a disposition, add a comment and save before the next call arrives.
Download the agent panel user guide (PDF)
Before you log in
- Use a current, supported browser on a stable connection.
- Plug in a working headset and test the microphone and speakers.
- Allow the browser to use your microphone when it asks.
- Keep your agent number and password to yourself.
1. Select predictive dialing mode
After signing in, choose Predictive from the dialing-mode control. In predictive mode ICTDialer places campaign calls for you and routes the answered ones to available agents.
2. Set your status to Ready
Switch your status to Ready when you are set up and able to take calls. Stay at your workstation, because an answered call can connect immediately.
Availability: Change your status before a break or before you step away, so the system does not route a customer to an agent who is not there.
3. Handle the connected call
When a campaign call is answered and assigned to you, the panel shows the live call status and whatever contact information is available. Work from the approved script, listen properly and use the call controls only when you need them.
- Confirm you are speaking to the right person, following your campaign process.
- Use the on-screen script and contact details to guide the conversation.
- Use attended or blind transfer only when the campaign workflow calls for it.
- End the call from the agent panel when you are done.
4. Update the contact and pick a disposition
Record an honest disposition as soon as the call ends. Consistent dispositions are what make follow-up, campaign reporting and performance analysis worth anything.
- Review or correct the first name, last name, phone number and email address where needed.
- Select the right disposition, such as Interested, Not Interested, Sale Done, Invalid Number or another option your campaign defines.
- Write short, factual comments that will actually help the next agent or the follow-up team.
- Schedule or reschedule the contact if a callback was agreed.
- Select Save before you move on.
5. Use agent history and redial
Agent History lists your recently completed calls. Use it to look back at an interaction, correct contact information, or redial someone when your campaign process allows it.
- Open Agent History.
- Find the completed call you need.
- Select the phone icon to redial that contact.
- Update the contact record or disposition if you learn something new.
6. Place a manual call
Manual mode is for when you need to dial a specific number rather than wait for the campaign to hand you one.
- Change the dialing mode from Predictive to Manual.
- Type the destination number into the built-in web phone.
- Select Dial to place the call.
- Finish the call and update the contact record or disposition where it applies.
- Switch back to Predictive and Ready when you are ready for campaign calls again.
End-of-shift checklist
- Save every pending disposition and comment.
- Check that no call is still active or waiting on an update.
- Move your status out of Ready, following your team process.
- Log out of the agent panel.
What to do next
Supervisors can track how a shift went in the reporting guide, and administrators who need to build or change a campaign should read the predictive campaign setup guide.
Frequently asked questions
Why am I not receiving any calls?
Check three things: your dialing mode is set to Predictive, your status is Ready, and the campaign you are assigned to is actually running. If all three look right, ask your supervisor to check Live Statistics.
Do I need a softphone?
No. The agent panel includes a browser-based web phone. Just allow microphone access when the browser prompts you.
What happens if I forget to set a disposition?
The call ends up with no outcome recorded, which leaves a hole in campaign reporting and can mean a customer never gets followed up. Save a disposition on every call.
Can I call someone back later?
Yes. Use the schedule option on the contact update panel to set a callback time, or find the call in Agent History and redial it when your process allows.
How do I take a break?
Change your status out of Ready before you step away. Leaving yourself Ready means live customer calls get routed to an empty seat.
Can I transfer a call?
Yes, using attended or blind transfer, but only when your campaign workflow says to.