Ready to start calling? This guide walks you through joining a campaign from the agent console and working through your calls, from your first dial to saving your last survey response.
Before you start
- Your campaign manager must assign you to the campaign. If you don't see it after logging in, check with your manager.
- If you're logging in directly, you need your agent username and password. If you haven't activated your account yet, see How to activate an agent account. If your manager shared a direct campaign link with you, no credentials are needed. See Direct campaign links for Call Center and P2P Texting campaigns.
- The campaign must be in the Start state before you can join it.
- Your connection preference (Phone, Browser, or Dial-in) is set by your manager. See Managing Agent Connection Preferences in CallHub to learn how each one works.
Join the campaign
- Log in at app.callhub.io/login with your agent username and password. You'll see a list of campaigns you're assigned to. If you're using a direct campaign link instead, open the link, enter your name and phone number, and skip to step 3.
- Find the campaign you want to work on and click Join.
- Connect to the campaign based on your connection preference:
- Phone: You'll receive a call on the phone number saved in your agent account. Answer it to join the conference.
- Browser: The system connects you directly in your browser. Make sure your browser and network meet the requirements. If the call doesn't connect, see Unable to make calls in the browser.
- Dial-in: The screen shows a phone number and a code. Call the number and enter the code to join the conference.
ⓘ NOTE: The available connection preferences depend on the account's pricing plan. On Per Dial pricing, only the Browser preference is available by default; Dial-in can be enabled on request by contacting the Support team. On Per Minute pricing, Phone and Dial-in are available by default. See Why is the Dial-in and Dial-out connection preference not available on my account.
Make your calls
- Click Next Call to dial your first contact.
- During the call, work through the script, record the contact's responses, and fill out any survey questions.
- To review the contact's past interactions, open the History tab on the left.
- If the call reaches an answering machine, click Drop Voicemail at the end of the call to leave your pre-recorded message.
- When the call ends, check the hang-up cause in the top right corner of the screen and select the matching disposition.
- Add any notes from the conversation in the Notes section.
- Click Save to finish, or Save and next call to move straight to the next contact.
ⓘ NOTE: The Drop Voicemail button appears on the agent console only if your campaign manager has added a pre-recorded audio file under the Answering Machine option in the campaign settings.
FAQs
Why don't I see any campaigns after logging in?
Your manager hasn't assigned you to a campaign yet, or the campaign isn't in the Start state. Reach out to your campaign manager.
Why isn't the Drop Voicemail button showing?
The button only appears when a pre-recorded audio file is added under the Answering Machine option in the campaign. Ask your manager to add one.
Can I change my connection preference myself?
No. Connection preferences are set in the manager account. Ask your manager to update it if you'd prefer a different method.
Why is only the Browser connection available?
The account is likely on Per Dial pricing, where Browser is the only preference available by default. Dial-in can be enabled on request through the Support team. Phone and Dial-in are available on Per Minute pricing.
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