Making & Receiving Calls
Making & Receiving Calls
Whether you are answering inbound calls from customers or reaching out to leads and prospects, the AgentTech Dialer makes every call simple and efficient. This guide walks you through everything you need to know — from setting your availability to handling call controls and wrapping up with a disposition.
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Understanding the Dialer Page Layout
When you log in and navigate to the Dialer page, you will see a clean, two-column layout designed to give you all the information you need at a glance.
Left Column
The left side of the dialer page contains two key panels:
- Today's Schedule — This panel shows your assigned shifts, breaks, and any scheduled callbacks for the day. Check here first thing when you start your session so you know what to expect.
- Call Script — When a call is active, the Call Script panel displays the approved script for the current campaign or queue. Scripts are organized with headers and highlighted talking points so you can follow along naturally during the conversation. If your supervisor has set up branching scripts, you will see different sections appear depending on the flow of the call.
Right Column
The right side contains three panels that update dynamically during calls:
- Contact Information — This card displays the caller's details including First Name, Last Name, Phone Number, Notes, and any custom fields your organization has configured (such as Policy Number, Date of Birth, State, or Plan Type). During an active call you can edit these fields in real time — any changes you make are saved automatically.
- Assigned Queues — This panel shows which queues you are currently a member of. Each queue displays its name and whether it is active. This helps you understand what types of calls you may receive.
- AI Sales Coach — During live calls, the AI Sales Coach panel provides real-time suggestions and prompts based on the conversation. You might see recommended responses, objection-handling tips, or reminders to mention key benefits. The suggestions update as the conversation progresses, helping you stay on track and close more effectively.
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Connection Status
At the top of the dialer page you will see a connection status indicator. This tells you whether your browser is properly connected to the calling system.
Status States
- Connecting — The dialer is establishing a connection. This usually takes just a few seconds when you first load the page. You will see a spinning indicator while the system connects.
- Connected — You are fully connected and ready to receive or make calls. A green indicator confirms everything is working properly.
- Disconnected — Your connection has been lost. This can happen if your internet drops momentarily or if your browser was in the background for an extended period.
Reconnecting
If you see the Disconnected status, click the Retry Connection button that appears next to the status indicator. The system will attempt to re-establish your connection. If the problem persists:
- Check your internet connection
- Refresh the browser page
- Make sure you are only using the dialer in one browser tab (see tips at the bottom of this article)
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Setting Your Status to Available
Before you can receive any inbound calls, you need to set your status to Available. Here is how:
- Look at the navigation bar at the top of the screen.
- Find your status dropdown — it shows your current status (such as "Unavailable" or "On Break").
- Click the dropdown and select Available from the list.
- Your status indicator will turn green, confirming you are now in the queue and ready to receive calls.
Important: If you step away from your desk, always change your status to an appropriate away status (such as "On Break" or "At Lunch") so calls are not routed to you while you are unavailable. When you return, set yourself back to Available.
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Receiving Inbound Calls
When a call comes in, the dialer will alert you with both visual and audio cues.
The Ringing Experience
- Notification Sound — You will hear a ringing tone through your headset or speakers.
- Call Bar Appears — A fixed bar slides up from the bottom of the screen. This is the call bar, which stays anchored at the bottom throughout the entire call lifecycle.
- Call Information — The call bar displays:
- The call status text showing "Incoming Call"
- The caller ID showing the phone number or name of the person calling
Answering or Declining
When a call is ringing, you will see two buttons on the call bar:
- Answer (green button) — Click this to pick up the call. The call status will change from "Incoming Call" to "Active Call" and the call duration timer begins.
- Decline (red button) — Click this to reject the call. The call will be returned to the queue or handled according to your queue's overflow rules.
Auto-Answer
If your administrator has enabled the auto-answer option for your account, incoming calls will be answered automatically after a brief delay. You will hear a short tone indicating the call has connected. When auto-answer is active, you do not need to manually click the Answer button — just be ready to greet the caller as soon as you hear the connection tone.
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Call Bar Controls
Once a call is active, the call bar at the bottom of the screen provides all the controls you need. The bar displays the call status ("Active Call"), a call duration timer that counts up in real time, and the caller ID. Here are the control buttons available during an active call:
Mute Toggle
- Click the Mute button to mute your microphone. The caller will not be able to hear you, but you can still hear them.
- The Mute button toggles — click it again to unmute yourself.
- A visual indicator on the button shows whether you are currently muted.
- Use case: Mute yourself when you need to cough, ask a coworker a quick question, or look something up without the caller hearing background noise.
Keypad
- Click the Keypad button to open a dialpad overlay that pops up above the call bar.
- The keypad displays a 3×4 grid of buttons: digits 1 through 9, then \*, 0, and #.
- Above the grid is a digit display area that shows the digits you have pressed.
- There is a Clear button to erase the digits in the display area.
- Use case: Use the keypad to navigate phone menus (IVR trees) when you have called an external system, or to enter extension numbers during a transfer.
Connect
- Click the Connect button to open the Connect Modal, which allows you to transfer the call or start a conference.
- The Connect Modal has three tabs: Agents, Queues, and Phone Number.
- This is covered in full detail in the "Call Transfers" and "Conference Calling" help articles.
- Use case: Use Connect whenever you need to involve another person in the call — whether handing the call off entirely (transfer) or bringing someone in to join (conference).
End Call
- Click the End Call button (red) to hang up the call.
- The call timer will stop, and the dialer will move into the disposition phase (see below).
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Making Outbound Calls
You can place outbound calls in several ways:
From the Navigation Bar Dial Pad
- Click the phone icon in the top navigation bar.
- A dial pad will drop down with a number entry field and digit buttons.
- Enter the phone number you want to call using the on-screen buttons or by typing it in.
- Click the Call button to place the call.
- The call bar will appear at the bottom of the screen showing the outbound call status. You will hear ringing until the other party answers.
From a Contact Profile
- When viewing a contact's profile, you will see their phone number displayed with a clickable phone icon next to it.
- Click the phone icon to instantly place a call to that contact. Their information will automatically populate in the Contact Information card on the dialer page.
From the SMS / Messaging View
- While viewing an SMS conversation with a contact, you can click the phone icon at the top of the conversation to call that person directly.
- This is a convenient way to escalate a text conversation to a live phone call.
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During the Call
While your call is active, take advantage of the tools on the dialer page:
Contact Information Card
The Contact Information card on the right side of the dialer page shows all the details for the person you are speaking with:
- First Name and Last Name — Confirm the caller's identity and use their name during the conversation for a personal touch.
- Phone Number — The number associated with the caller.
- Notes — A free-text area where you can type notes during the call. Anything you type here is saved to the contact record.
- Custom Fields — Your organization may have additional fields like State, Date of Birth, Policy Number, Medicare ID, Plan Preference, or any other data points. Fill these in or update them as you gather information during the call.
AI Sales Coach Panel
The AI Sales Coach updates in real time as you talk. It listens to the conversation and provides:
- Suggested Responses — When the caller asks a question or raises an objection, the AI Coach suggests how you might respond.
- Talking Point Reminders — The coach may remind you to mention a key benefit, promotion, or compliance disclosure.
- Sentiment Indicators — The coach may flag when a caller sounds frustrated or uncertain, prompting you to adjust your approach.
You do not have to follow every suggestion — think of the AI Coach as a helpful co-pilot who keeps you sharp during calls.
Call Script Panel
The Call Script panel on the left side displays the script assigned to the current campaign or queue. Follow along step by step to ensure you cover all required talking points and compliance language. Scripts may include:
- Greeting section
- Qualification questions
- Product presentation points
- Objection handling branches
- Closing and wrap-up language
- Compliance disclosures and required statements
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Call Ending and Disposition
When a call ends — whether you clicked End Call or the caller hung up — the dialer enters the disposition phase.
The Disposition Modal
A modal window will appear on your screen with the following elements:
- Disposition Dropdown (required) — Click the dropdown to select the appropriate outcome for the call. Your organization configures the list of available dispositions. Examples might include: "Sale Completed," "Callback Requested," "Not Interested," "Wrong Number," "No Answer," "Left Voicemail," or "Do Not Call."
- Disposition Description — Once you select a disposition, a brief description appears below the dropdown explaining what that disposition means and when to use it.
- Custom Fields — Depending on which disposition you select, additional fields may appear. These are configured by your administrator and change dynamically based on the chosen disposition and field visibility rules. For example, selecting "Sale Completed" might show fields for Plan Name and Effective Date, while "Callback Requested" might show a Callback Date and Callback Time field.
- Notes Textarea — If the selected disposition requires notes, a text area will appear where you can type a summary of the call. Even when notes are optional, adding them is a good practice for keeping thorough records.
- Call Details Display — The modal shows the Caller ID and Call ID for reference.
- Submit Disposition button — Click this when you have filled in all required fields to save the disposition and complete the call wrap-up.
- Skip Disposition button — In some configurations, you may see a Skip button that allows you to bypass the disposition. This is typically only available for certain call types or when your administrator has enabled it. Use sparingly — dispositions are important for tracking and reporting.
After Submitting
Once you submit the disposition, your status automatically returns to Available (unless you manually change it), and you are ready for your next call.
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Automatic Status Flow
Understanding the automatic status flow helps you know what to expect:
- Available — You are in the queue, ready to receive calls.
- Ringing — An inbound call is being routed to you. The call bar appears with Answer and Decline buttons.
- On Call — You answered the call and are actively speaking. The call bar shows Mute, Keypad, Connect, and End Call buttons.
- Dispositioning — The call has ended and the disposition modal is on screen. You are selecting the call outcome and entering notes.
- Available — After submitting the disposition, you return to Available and the cycle begins again.
This automatic flow means you do not need to manually toggle your status during normal call handling — the system manages it for you.
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Tips for the Best Calling Experience
- Use a wired headset — Wired USB or 3.5mm headsets provide the most reliable audio quality. Bluetooth headsets can sometimes introduce delays or disconnections. A headset with a built-in microphone is ideal.
- Keep the dialer tab active — The dialer works best when its browser tab is in the foreground. If you switch to another tab or minimize the browser, you may miss call notifications or experience connection issues.
- Grant microphone permissions — When you first use the dialer, your browser will ask for permission to access your microphone. Click Allow. If you accidentally block it, go to your browser's site settings and enable microphone access for the dialer website.
- Use only one tab — Never open the dialer in multiple browser tabs at the same time. This can cause conflicts with call routing and audio. Always use a single tab for the dialer.
- Check your connection status — Before starting your shift, confirm the connection indicator shows Connected (green). If it shows Disconnected, click Retry Connection before setting yourself to Available.
- Prepare before going Available — Review your schedule, open any reference materials you might need, and make sure your headset is working before you set your status to Available. Once you are Available, calls can come in at any moment.
- Take notes during the call — Use the Notes field in the Contact Information card to jot down key points while you are on the call. This makes dispositioning faster and ensures important details are captured.
Last updated: February 23, 2026