Guide for Supervisors
Softdial Contact Center™ (SCC) provides an integrated software telephone user interface known as Softdial Phone™, for use by call center agents, supervisors and administration staff.
In addition to standard outbound and inbound calling functions, Softdial Phone™ provides access to advanced dialer features including call transfer, call conferencing and call recording. It is fully integrated with the Softdial CallGem™ management functions such as agent logon and agent logoff, and supports predictive campaigns with Go Available and Go on Break.
The layout of Softdial Phone™ user interface is shown in Fig. 1.
Fig. 1 - Softdial Phone™ with Keypad
Features
- Call History
- Contact List
- Hold / Mute
- Recall Last Incoming Call
- Recall Last Outgoing Call
- Speed Dial
- Call Transfer
- Conference Call
- Record Call
- Start Wrap
- Go Available / Unavailable
- Request Break / Return from Break
- Show / Hide Keypad
- Automatic Logon