How to make calls using a Preview Dialer in a Call Center campaign?

To dial calls using a Preview Dialer in a Call Center campaign, you must set the option as "Preview Dialer" in the Dialer section under the Targeting tab. 

Once the campaign is created and the agents are assigned to the campaign, the agents can log in to the agent console with their agent account username and click on "Join" to join the campaign assigned to them.

Upon clicking the "Join" button, you can see the script and the surveys added to the campaign. Here, you need to click "Join Campaign" to join the campaign. 

Once you have joined the campaign, you can view all available options to control the call flow. You need to hit the "Next Contact" button to preview the contact details. 

Note: The calling flow is similar to the Power Dialer except the call will be dialed only after you click the "Call" button. Meanwhile, in a power dialer, the call will be dialed the moment the agent clicks on "Next Call."

Apart from this, as an agent, you can view the Profile of the contact and the contact history, the households connected to the contact, and all other details before placing the call. Once you have previewed the details and are confident to initiate the conversation, you can click on the "Call" button to initiate the call. 

After the call is completed, you need to fill out the surveys, enter the call dispositions and/or notes, and click on "Save and Next" to move to the following contact. Again, the following contact information will be displayed, but the call will not be dialed until you click the "Call" option, as in the above image.

As a campaign manager, you can navigate to "Results" and view the details of the calls dialed using the Preview Dialer in the campaign. If the contact was skipped, you can see the disposition as "Call not placed" as in the above image.

Have queries or suggestions? Kindly contact us at support@callhub.io or create a ticket from the Support Center.