Frequently Asked Questions

Short answers to the questions agents, supervisors and agency admins ask most, each with a link to the full article.

Signing in and your account

I forgot my password. How do I reset it?

Ask your agency admin. Passwords are managed by your agency: the admin sets a new one on your agent record, and supervisors can reset agents' passwords too. Once you're signed in, change it yourself under Settings > Security > Change Password. See Managing Agents.

How do I change my password?

Open Settings > Security and select Change Password. Enter your current password, then the new one twice. See Creating Your Account & First Login.

Is there two-factor authentication (2FA)?

Multi-factor authentication is part of AgentTech's security controls, alongside single sign-on for agencies, session controls and IP allow-lists for supervisor tools, and it arrives with the next version of the dialer. See Security, Privacy & Call Data, and contact support with questions about your agency's setup. You can also choose how long you stay signed in under Settings > Security > Session Timeout.

How do I add a new agent?

An agency admin opens Agency Management > Agents and selects Create Agent, entering a Web Username and Password. No invitation email is sent: the admin gives the new agent their sign-in details. See Managing Agents.

How do I turn on dark mode or change my time zone?

Open Settings > General Preferences: Dark Mode, Compact View, Show Sidebar by Default, Language and Timezone. See Your Profile & Settings.

Using the dialer

Can I have the dialer open in two tabs?

No. The dialer runs in one tab per user. If you open it in a second tab, you see Multiple Dialer Tabs Detected; close the other tab and select Retry Connection. See Making & Receiving Calls.

Can I open other pages while I wait for calls?

Yes, in a new tab. Keep the dialer open in its own tab: moving from the dialer to another page in the same tab sets you to Disconnected, and you stop getting queue calls. See Making & Receiving Calls.

Why did my status change by itself?

The dialer sets some statuses for you:

• On A Call while you're on a call, then Dispositioning while you record the outcome.
• Call Capped when you reach a call cap. See Call Caps.
• Disconnected when you leave the dialer page in the same tab, or when the browser loses your microphone or the phone connection.
• A status chosen by your agency after a missed or declined call, if your admin has set one.
• Your agency can also sign you out after a period of inactivity.

A supervisor can change your status from the Overview dashboard too. See Why Am I Not Getting Calls?.

Why am I not getting calls?

Check that you're Available, that the dialer is open in only one tab, and that you're assigned to a queue that's open. The full checklist is in Why Am I Not Getting Calls?.

Are there keyboard shortcuts?

While the dial pad is open you can type the number with your keyboard: digits, Backspace to delete, Enter to call and Esc to close it. In Team Chat, Enter sends a message and Shift+Enter starts a new line. See Making & Receiving Calls.

Can I use AgentTech Dialer on my phone?

AgentTech Dialer is a web app that you open in a browser. Its pages adapt to smaller screens, and a floating button gives quick access to Call, Text and Email. For a full shift of calls, a computer with a headset is the most comfortable setup. If your microphone or audio doesn't work, see Softphone & Microphone Problems.

How do I change the caller ID people see when I call?

Your agency decides this. An agency admin sets Outbound Caller ID Mode under Agency Settings > Call Settings: the agency's primary number, each agent's assigned number, a random agency number, or a number matching the area code you're calling. The primary number is chosen in Phone Numbers. See Agency Settings and Phone Numbers.

Can I switch off auto answer or call recording?

Only if your agency allows it. If Settings > Call Settings says "Required by your agency policy", the setting is locked by your agency admin. See Agency Settings.

Messages, contacts and calls

Where do I find my call recordings?

In Call Log: play a recording in its row, or open View Details. See Call Logs and Call Recording.

Can a supervisor listen to my calls?

Yes. Supervisors can listen, whisper to you or barge in from the Overview dashboard while you're on a call, and you see on your screen when you're being coached. See Listen, Whisper & Barge In.

How do I save a text or email I send often?

Save it as a template under Contacts > Message Templates, then pick it in the Template list whenever you write. See SMS & Email Templates.

Why can't I send emails?

Emails go out from your agency's email domain, which an agency admin sets up first. Until then the email window shows Email Not Configured. See Sending Emails.

Billing

What costs money?

Agent seats, phone numbers, call minutes, text segments and AI features are charged to your agency wallet. See Billing FAQ and Billing & Your Wallet.

What happens when the wallet runs low?

With auto-recharge on, the wallet is topped up when it drops below your threshold. If the balance falls below its limit, the dialer stops until funds are added. See Adding Funds & Auto-Recharge.

Still stuck?

See Getting Help & Contacting Support for what your agency admin can fix, the service status page, and how to open a support ticket. Unfamiliar terms are explained in the Glossary of AgentTech Terms.