Using Vicidial and

X-lite
Index
1.- Logging in to the System
2.- How to RECEIVE calls
3.- How to MAKE calls
4. - How to send DTMF
5.- How to TRANSFER CALLS between agents
6.- How to HANG UP a call to PICK UP another
7.- How to Log Out Agent
8.- How to view MISSED CALLS LIST and call Clients
9.- How to listen Calls

Logging in to the system
http://X.X.X.X/vicidial/welcome
X should be the IP for your server
Agent login
Enter phone login and password
Enter agent login and password
Logging in to the system
Logging in to the system
Logging in to the system
Logging in to the system
Logging in to the system
How to RECEIVE calls
1.- When we receive a call from a client it will
show in the screen at the bottom.
2.- We should click on TAKE CALL to accept
the call
How to MAKE calls
1.-To make a call click
Manual Dial
How to MAKE calls
1.- Enter the country code with the phone
number you want to call
2.- Click on Dial Now
How to send DTMF
- In case that you
call a Vendor or
any Customer
with IVR and
need to push
some
button/number
please do this:
How to TRANSFER CALLS between
agents
When you have a LIVE call and want to SEND the call to another LOGGED IN agent:
1.- Click on TRANSFER-CONF (after click on it will appear the menu in the
bottom)
2.- Ensure "AGENTDIRECT - Single Agent Direct Queue" is chosen from
the "Dropdown" (which lists closer groups available)
3.- In "Number to call" box enter the User Number (not the phone!!) of the
agent to receive the call.
Depending on your version, you may press the "AGENTS" link and click on an
agent instead of manually entering the number.
How to TRANSFER CALLS between
agents
Then have different ways to SEND a call:
Blind Transfer
1. Press "Local Closer"
2. Disposition and you are now ready to take more calls.
Warm Transfer
1. Check the box for "Consultative".
2. Press "Dial With Customer"
3. When ready, press "LEAVE 3-WAY CALL"
4. Disposition and you are now ready to take more calls
Warm Transfer, with Parked Customer
1. Check the box for "Consultative".
2. Press "Park Customer Dial"
3. When ready for customer to join, "Grab Parked Call"
4. When ready, press "LEAVE 3-WAY CALL"
5. Disposition and you are now ready to take more calls
Example screencast: http://www.youtube.com/watch?v=ZL7U10lTg-M
How to HANG UP a call to PICK UP
another
Example: When an Agent is LIVE with a
vendor and wants to HANG UP this call to
PICK UP another call from a client:
1.- Click on HANGUP CUSTOMER.
2.- Go to the bottom and click on TAKE
CALL.
3.- You will be talking in this moment with
new client.
4.- HANG UP this call and call again
vendor if required.
How to HANG UP a call to PICK UP
another call
Screencast Link:
How to HANG UP a call from vendor/client to PICK UP another from another client
https://drive.google.com/file/d/0B7b3tNhov95CcEgwTU12UEo2Qmc/edit?usp=sharing
Sending DTMF
Autodial: how to upload to Vicidial a
list
- https://www.youtube.com/watch?v=oh7cz5hBdzY
Using the phone book in Vicidial
- In agent interface Script Refresh.
- Here you can add and recall phone numbers
For admins (non-private)
Log out an Agent who is logged in
(for admins)
Users -> AgentID -> User Status Emergency Log Agent Out
How to Call Listen (to live calls)
How to Call Listen (to live calls),
alternative