Agent Quick Start Guide
Agent Quick Start Guide
Welcome, Agent! This guide will walk you through everything you need to know to start taking calls on AgentTech Dialer. We will cover setting up your microphone, getting connected, receiving your first call, working with contacts during a call, using the AI Sales Coach and Call Script, submitting dispositions, and exploring the other tools available to you. Follow each step in order and you will be handling calls like a pro in no time.
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Step 1: Open the Dialer and Allow Microphone Access
- Log in to AgentTech Dialer using Google Chrome or Microsoft Edge
- Click Dialer in the sidebar — this takes you to the main calling page at `new-dialer.php`
- Your browser will display a permission prompt asking to access your microphone. Click Allow. This is required for calls to work.
- If you accidentally blocked microphone access, click the lock icon in your browser's address bar, find the Microphone setting, change it to Allow, and refresh the page
Tip: Use a headset with a built-in microphone for the best call quality. A USB or Bluetooth headset reduces background noise and makes you sound professional to callers.
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Step 2: Check Your Connection Status
Once you are on the Dialer page, look at the Connection Status card. This card shows whether your browser is properly connected to the calling system.
The status will progress through these stages:
- Connecting — The system is establishing a connection. You will see a connecting indicator. Wait a few moments.
- Connected — You are fully connected and ready to receive calls. The indicator will turn green. This is what you want to see.
- Disconnected — Something went wrong with the connection. Click the Retry Connection button on the card to try again.
Troubleshooting connection issues:
- Make sure you allowed microphone access in the previous step
- Check your internet connection — try loading another website to confirm you are online
- Try refreshing the page
- Close any other tabs that might be using your microphone (video calls, other voice apps)
- If you see the Multiple Tabs Modal warning, close any extra dialer tabs and keep only one open
- If the issue persists, try clearing your browser cache or using an incognito window
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Step 3: Set Your Status to Available
You will not receive any calls until your status is set to Available. Here is how to do it:
- Look at the status dropdown in the top navbar at the top of the screen
- Click the dropdown — you will see a list of status options
- Select Available
- Your status updates immediately, and the system begins routing calls to you based on your queue assignments
Understanding status options:
- Available — You are ready for calls. The system will route calls to you.
- Custom statuses (e.g., Break, Lunch, Training, After Call Work) — These indicate you are logged in but not available for calls. Your supervisor can see what status you are in on their dashboard.
Important: Always set your status to Available when you are ready to work, and change it when you step away. If you leave your status on Available but do not answer calls, it affects your team's performance metrics and frustrates callers.
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Step 4: Get Familiar with the Dialer Layout
Before your first call comes in, take a moment to explore the dialer page layout:
Left Column
The left column contains two collapsible panels:
- Today's Schedule — A day view showing your schedule with hourly time slots. If you have any events, appointments, or callbacks scheduled for today, they appear here. You can:
- Click the Add Event button to quickly schedule a new event (like a follow-up call or appointment)
- Scroll through the hourly slots to see your full day
- Call Script — Your assigned call script for the current queue. This panel shows you exactly what to say and when to say it. You can:
- Follow along with the script during calls
- Collapse it once you feel comfortable with the material
Right Column
The right column contains three sections:
- Contact Information card — This is where you view and edit the caller's information during a call. The card includes:
- Last Name — text field
- Phone Number — text field (usually pre-filled with the caller's number)
- Notes — a text area for free-form notes about the call
- Custom fields — dynamic fields configured by your agency admin. These might include fields like "Policy Number," "Date of Birth," "State," "Insurance Type," or any other information your agency needs to collect
- Your Assigned Queues — A collapsible panel showing which call queues you are assigned to. This helps you understand what types of calls you might receive.
- AI Sales Coach — A collapsible panel that activates during calls. When you are on a call, it displays real-time coaching cards with suggestions, tips, and prompts to help guide the conversation.
Call Bar (Bottom of Screen)
The call bar is a fixed bar that runs along the bottom of the screen. It is always visible and shows your current call status:
- When idle: The call bar shows a call icon and your current status
- When a call comes in: The bar lights up with call information (more on this in the next step)
- During a call: The bar shows call duration, caller ID, and action buttons
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Step 5: Receiving Your First Call
When a call is routed to you, here is exactly what happens:
The Call Comes In
- The call bar at the bottom of the screen activates and displays:
- The caller ID information showing the caller's phone number or name
- Two buttons: Decline (red) and Answer (green)
- You may also hear an audio ringtone through your headset
Answering the Call
- Click the Answer button (green) on the call bar
- The call connects immediately
- The call bar updates to show:
- Caller ID — the caller's phone number or name
- Action buttons: Mute, Keypad, Connect, and End Call (red)
Declining the Call
If you need to decline the call (for example, if you are not ready), click the Decline button (red). The call will be routed to the next available agent in the queue.
Important: Declining calls frequently may affect your performance metrics. Only decline if you have a genuine reason.
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Step 6: During the Call
Once you are connected, you have several tools at your disposal:
Call Bar Buttons
The call bar shows these buttons during an active call:
- Mute — Click to mute your microphone. The caller will not be able to hear you, but you can still hear them. Click again to unmute. Use this if you need to cough, sneeze, or quickly ask a coworker a question.
- Keypad — Click to open the Keypad panel, which displays a 3x4 grid of buttons (1, 2, 3, 4, 5, 6, 7, 8, 9, *, 0, #) and a clear button. Use this to enter DTMF tones — for example, if you need to navigate an automated phone system during a transfer, or enter a confirmation code. Click Keypad again to close the panel.
- Connect — Click to initiate a call transfer or conference. This allows you to bring another agent or supervisor into the call, or transfer the caller to another destination.
- End Call (red) — Click to end the current call. This disconnects the call and triggers the disposition modal (see Step 7).
Contact Information Card
While on the call, use the Contact Information card on the right side of the screen to capture important details:
- First Name — Type the caller's first name
- Last Name — Type the caller's last name
- Phone Number — Usually pre-filled, but you can update it if the caller provides a different number
- Notes — Type any important notes about the conversation as you go. These notes are saved with the contact record and can be referenced later.
- Custom fields — Fill in any additional fields your agency requires. These might include policy numbers, dates of birth, state of residence, insurance type, or other data points specific to your agency's needs.
Tip: Fill in as much information as possible during the call. This saves time after the call and ensures accurate records.
AI Sales Coach Panel
During the call, the AI Sales Coach panel in the right column comes alive with real-time coaching cards. These cards provide:
- Suggested responses — What to say next based on the conversation flow
- Objection handling tips — How to respond when a caller raises concerns
- Compliance reminders — Prompts to ensure you cover required disclosures
- Closing techniques — Suggestions for moving toward a sale when the time is right
The coaching cards update dynamically as the conversation progresses. You do not need to interact with them — just glance at them when you need guidance.
Call Script Panel
The Call Script panel in the left column displays your assigned script. Follow along as you talk:
- Use the script as a guide, especially for compliance-required language
- Feel free to personalize the conversation while hitting the key points
- Collapse the panel if you are experienced and do not need it visible
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Step 7: Ending the Call and Submitting a Disposition
When the call is finished, click the End Call button (red) on the call bar. Here is what happens next:
The Disposition Modal
Immediately after the call ends, the Disposition Modal appears. This is a required step — you must categorize the call outcome before you can take another call.
The modal contains:
- Disposition dropdown (required) — Click the dropdown to see a list of disposition options configured by your agency. Examples might include:
- Not Interested (Negative)
- Callback Requested (Follow Up)
- Wrong Number (Neutral)
- Voicemail Left (Neutral)
Select the disposition that best describes the outcome of the call. When you select a disposition, a description may appear below the dropdown explaining what that disposition means.
- Custom Fields Section — Depending on the disposition you selected, additional fields may appear dynamically. These are custom fields configured by your agency admin and might include:
- Dropdowns for selecting a carrier or plan type
- Date pickers for enrollment dates
- Checkboxes for confirmation items
- And other field types (your agency can configure up to 12 different field types)
- Notes textarea — Add any additional notes about the call. This is your chance to record important details that will be saved with the call record. Be specific and helpful — your supervisors and future agents who handle this contact will appreciate good notes.
- Call Details — The modal displays read-only information about the call:
- Call ID — A unique identifier for this call record
- Submit button — Click this to save the disposition and all associated data. Your status will automatically return to Available and you will be ready for your next call.
- Skip button — In some configurations, you may see a Skip button that allows you to bypass the disposition. However, most agencies require a disposition for every call, and skipping is discouraged.
Best Practices for Dispositions
- Be accurate — Select the disposition that truly reflects the call outcome. This data drives your agency's reporting and KPIs.
- Fill in all required fields — Custom fields marked as required must be completed before you can submit.
- Write useful notes — Instead of "good call," write something like "Caller interested in Medicare Advantage plan, wants callback Thursday after 2pm, spouse also needs coverage."
- Submit promptly — The faster you submit your disposition, the sooner you return to Available status and can receive your next call.
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Step 8: Explore Your Other Tools
Between calls or during downtime, explore the other tools available to you in the sidebar:
Contacts
Click Contacts in the sidebar to access your contact database. Here you can:
- Search for contacts by name, phone number, or other fields
- View a contact's full history including past calls, notes, and dispositions
- Edit contact information
- Add new contacts manually
Calendar
Click Calendar in the sidebar to open your full calendar. Here you can:
- View your schedule in day, week, or month view
- Create new events for callbacks, appointments, or follow-ups
- Edit or delete existing events
- See events created from the dialer's Today's Schedule panel
SMS
Click SMS in the sidebar to access text messaging. Here you can:
- Send text messages to contacts from your assigned phone numbers
- View conversation history with each contact
- Receive and respond to incoming text messages
- See unread message counts as badges on the sidebar
Chat
Click Chat in the sidebar to open internal team chat. Here you can:
- Send messages to coworkers, supervisors, and admins
- Participate in group conversations
- Get quick answers to questions without leaving your desk
- Unread message badges appear on the sidebar and in the top navbar
Voicemail
Click Voicemail in the sidebar to access your voicemail inbox. Here you can:
- Listen to voicemail messages left by callers
- Read voicemail transcriptions
- Mark voicemails as read or delete them
- Return calls directly from voicemail entries
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Daily Workflow Summary
Here is a typical day as an agent on AgentTech Dialer:
- Start of shift:
- Verify the Connection Status card shows Connected
- Set your status to Available using the navbar dropdown
- Review your Today's Schedule for any scheduled callbacks or appointments
- Taking calls:
- Follow your Call Script and AI Sales Coach guidance
- Fill in the Contact Information card during the call
- End the call → Submit disposition with accurate details and notes
- Between calls:
- Review Voicemail for any missed calls
- Follow up on Calendar events
- Update contact records in Contacts as needed
- Use Chat to communicate with your team
- Breaks and lunch:
- Change back to Available when you return
- End of shift:
- Change your status to Offline or log out
- Review your day's stats if available
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Tips for Success
- Stay in Available status as much as possible during your shift — more availability means more calls and more opportunities
- Use your headset — it dramatically improves call quality for both you and the caller
- Follow the script for compliance-critical language, but let your personality show through
- Take good notes — your future self (and your team) will thank you
- Watch the AI Sales Coach — it catches things you might miss in the moment
- Ask for help — Use Chat to reach out to your supervisor or colleagues when you need guidance
- Keep only one dialer tab open — multiple tabs cause connection issues
- Stay positive — every call is an opportunity to help someone
You are now ready to start taking calls. Good luck, and welcome to the team!
Last updated: February 24, 2026