Inbound Call

The Servetel Dialer allows agents to receive calls from customers.

Let's understand the mechanism of Inbound Calls

  • An agent can answer an incoming call from the customer within Ring Timeout constraint.

  • The agent can either click Decline to reject a call or Accept to answer the call.

  • The agent assigned to the ongoing campaign will only receive the call.

  • The time for which the customer will stay on hold while waiting for an agent to answer the call is known as Queue Timeout.

  • Admin can configure the Ring Timeout and Queue Timeout settings from Dialer Campaign.

  • If the Repeat Caller is enabled in Inbound Queue, the agent will be able to see the repeat caller icon next to the name.

  • On clicking the icon, a new dialog box appears containing the repeat call details.