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Advanced Training: Admin

Managing Dialer Panels

With so many actions that the Dialer Panel can perform, you may want to organize it in a way that suits your particular needs and makes sense to you.

When you make a custom dialer panel, you get to decide what's on it what's and how it's arranged. Use this ability to control the actions available to agents as they make calls. You can create several dialer panels and assign them to dialer initiatives or employee teams.

Use this walkthrough as a guide through the process of creating and assigning custom dialer panels.

Accessing the Dialer Panels

Head over to the Manage Dialer Panels link in the Administration tab.


(Administrative Tab > Tools > Manage Dialer Panels)
Click to view larger image.

Click this to go to the panel list page. When you get there, you'll notice that there are two "default" panel configurations -- one for PowerDialer and one for Click-to-Call. You can make custom panels for either one.


(Manage Dialer Panels List)
Click to view larger image.

By default, all users will be assigned to the two Standard Panel configurations. To keep all users on the same configuration, update the Standard Panel as needed, and keep all roles assigned to it (how to assign roles for panels is explained later in this tutorial). This way any changes will universally update for all users.

You can create a new dialer panel by clicking either the Create New PowerDialer Panel or the Create New Click-to-Call Panel button above and to the right of the list.

You can also choose a panel you'd like to edit by clicking the Edit link next to its name (This will take you to Dialer Panel Editor -- see the corresponding heading for more information).

For now, click Edit next to one of the Standard Panels to begin editing in the Dialer Panel Editor. The process of creating new panels will be covered later in this walkthrough.

Editing Panels with The Dialer Panel Editor

On the editor page you can add, remove, arrange, and edit sections in the panel, add custom buttons, and so on.


(Dialer Panel Editor)
Click to view larger image.

Adding a Section

You can add sections from the Section Trough into the Section Organizer. Panels already present there will be “greyed out” (pale and unselectable) in the Section Trough.

To add a panel, simply drag it from the Section Trough and drop it to the desired location in the Section Organizer. A blue line indicates where the section will be placed when it is dropped.


(Drag and drop items from the Panel Trough to the Panel Organizer)
Click to view larger image.

Selecting a Section

Now click on a section in the Section Organizer. The selected section will be highlighted in a blue border.


(Section Organizer –
“Actions” panel selected)

Click to view larger image.

Removing a Section

To eliminate the section from your layout completely, click the X in the upper right corner. Notice that this section is now available in the Section Trough should you decide to put it back in.

NOTE: You cannot remove the Dialer Controls Section from your layout.

Moving a Section

You can also use the Section Organizer to shift the position of the sections that are already in your layout. To do this, select the section you wish to move. You can then drag and drop it into the a new position. A blue line indicates where the section will go when it is dropped.


(Section Organizer - drag
and drop sections)

Click to view larger image.

NOTE: The Dialer Controls Section cannot be moved from its position at the top of the layout.

The Section Organizer is also used to select individual sections for editing in the Section Editor.

Editing a Section

Click on a section in the Section Organizer to select it. This section now appears in detail in the Section Editorimmediately to the left. This editor is used to change the layout within a section.


(Selecting a section for the Section Editor)
Click to view larger image.

Adding Buttons

When a section is selected, the Button Troughdisplays the buttons that can be placed there. "Greyed out" buttons are already on the section or can't be placed on it. You can drag and drop the others into the section displayed in the Section Editor. As you drag the button over various possible positions on the section, a blue line or dotted box shows where it will go when it is dropped.


(Moving a button from the Button Trough to
the Section Editor)

Click to view larger image.

NOTES:
  1. Some sections can't accept custom buttons. Others can't be edited in the Section Editor at all, but can only be removed, added, or moved in the Section Organizer.
  2. Click-to-Call panels can not use any custom buttons.

Moving Buttons

To move a button to a different place within the section, click on it in the Section Editor. It should now be highlighted in a blue box, with an X in the upper right corner. You can drag and drop the highlighted button to different positions in the section. As you do so, a blue line or dotted box indicates its prospective position. Note that buttons can take up a whole row or share a row with other buttons.


(Section Editor - moving a button)
Click to view larger image.

Removing Buttons

To remove a button altogether, select it in the Section Editorand click the X in the upper right corner. This takes it off the section layout and returns it to the Button Trough.

NOTE: Some sections may not allow you to relocate a button without first removing it to send it to the Button Trough.


(Section Editor - removing a button)
Click to view larger image.

Quick Save, Save, and Save As

Use these functions to save your work on your custom layout.


(Save, Save As, and Quick Save buttons located above the Panel Trough)
Click to view larger image.

Quick Save

This saves any changes to the existing panel and keeps you on the editing screen.

Save

This saves the current configuration and brings you back to the panel list page.

Save As

This will pull up a new dialogue, asking you to input a new panel name, and then decide if you want to immediately add teams to the panel, or add them later (see the section entitled "Name and Team Assignment" later in this document for more information).


(Assign New Teams - Assign Now or Continue?)
Click to view larger image.

Cancel, Undo, and Redo


(Cancel, Undo, and Redo buttons located above the Panel Trough)
Click to view larger image.

Cancel

This button is located next to the Quick Save button. Clicking it will exit the Dialer Panel Editor and discard any unsaved work.

Undo / Redo

These buttons will undo or restore changes you made in the Dialer Panel Editor.

Features Unique to Click-to-Call Panels

Creating a Click-to-Call Panel

To make a new Click-to-Call panel, click the Create Click-to-Call Panel button on the Manage Dialer Panels list page.


(Manage Dialer Panels list - Create Click-to-Call Panel button)
Click to view larger image.

Name and Team Assignment

When you first create a new panel, you'll be asked to give it a name.

You'll also be prompted to assign a set of teams. Agents within the assigned teams will use the custom panel configuration when using Click-to-Call going forward instead of the default Standard Panel.

If a team is ever removed from a custom configuration but not assigned to a new one, agents with that role will automatically revert to using the Standard Panel.


(Custom Click-to-Call Panel - Name and Team Assignment)
Click to view larger image.

Click the teams you'd like to have use the panel under the Available list. Then click the arrow pointing towards the Selected list to assign them to the panel. When you're finished, click Save & Next to finalize your choices and continue on to the Dialer Panel Editor.

Previously Assigned Teams

If you assign a team to a new panel, and that team is already assigned elsewhere, the system will show a warning asking if you want to reassign the team to the new panel or cancel and return to the team assignment screen.


(Team Reassignment Conflict Flyout)
Click to view larger image.

Features Unique to PowerDialer Panels

Creating a PowerDialer Panel

To create a new PowerDialer Panel, click the Create PowerDialer Panel button on the Manage Dialer Panels list page.


(Manage Dialer Panels list - Create PowerDialer Panel button)
Click to view larger image.

First, you'll be asked to enter a name:


(Create PowerDialer Panel - Enter Name)
Click to view larger image.

Click Save & Next to continue to the Dialer Panel Editor.

Enabling a PowerDialer Panel

Unlike Click-to-Call Panels, which are assigned to teams, PowerDialer panels are assigned to dialer initiatives. The Standard Panel is the default choice.

You can select a different dialer panel by using the Dialer Panel dropdown when creating or editing a dialer initiative. It is located next to the Name field on the initiative edit page:


(Initiative Edit page - Dialer Panel dropdown)
Click to view larger image.

Once you click Save, the dialer panel you selected will be used whenever you run the initiative.

Creating Custom Buttons

You can create custom buttons with your own specified functions to include in your PowerDialer panel (not available for Click-to-Call panels). This is done in the Dialer Panel Editor.

To do it, select the section you'd like to add the button to in the Section Organizer. Then, click New Button at the top of the page.


(Dialer Panels edit page - New Button)
Click to view larger image.

This will take you to the New Button Window.


(New Button window)
Click to view larger image.

Here, you can enter a name for your new button. This name will be displayed in the Button Trough and on the button in the panel itself.

Next, enter JavaScript Code to determine the button's function. You can write your own code, or use the two dropdown windows to select from a variety of preprogrammed functions. You can also click the + Advanced link on the bottom-right of the page to bring up more detailed JavaScripting options.

Editing Existing Custom Buttons

To edit an existing custom button, click on it in the Button Troughand then click the Edit button located immediately above.


(Edit Custom Button)
Click to view larger image.

This will bring up the Edit Button Window. This is exactly the same as the New Button Window except that it already has the button's information in the various fields. Make the desired changes and click Save.

Deleting Custom Buttons

To delete a custom button, click on it in the Button Trough and then click Delete Button.

Things to Keep in Mind About Custom Dialer Panels

As you move forward, remember that you can return to the Manage Dialer Panels page and revisit your settings at any time. Keep this in mind as you read the next section regarding Domino and Seek lists. As you read, ask yourself: What actions do I want my agents to perform when contacting the people on a call list? What do I NOT want them to do?

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