Dialer Manager Console

The dialer manager console gives users the ability to monitor or record any dialer call currently active in the system.

Dialer Manager Console
Dialer Manager Console

The console itself uses an employee list matched with a color scheme to designate the current activity level of the employees, as shown.

Any employee highlighted in green is on an active call. To record or monitor the call, click the appropriate action link to record or monitor.

If recorded, the system immediately begins compiling a .WAV file that links to both the employee and the record currently on the line.

After the call is completed, the .WAV file is logged, and then uploaded to the Files tab in the CRM within 24 hours.

Call recordings in the Files tab
Call recordings in the Files tab

From time to time, managers will want to save the recorded calls and delete them from the CRM, as the calls take up database space, and may incur additional monthly data storage charges.

Call monitoring, on the other hand, creates a third link from the agent's conversation to the manager doing the call monitor. Like other dialer functions, the monitoring link uses the phone number in your current user profile to create the connection. You will not be able to participate in the call, only listen as the conversation takes place.

Keep in mind that calls cannot be recorded and monitored at the same time from the Dialer Manager Console.

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