The new Outbound interface offers a quicker, responsive and more intuitive experience for Agents using LeadDesk Outbound. This article will get you started, pointing out the main features and how to navigate the interface.
Which interface am I using?
The simplest way to know which interface you are currently using is to compare these two screenshots. The exact details of your local setup may differ, but if your agent interface looks more like the first image, you are using the Legacy Outbound.
If you are using the Legacy Outbound interface, read on to discover the new Outbound!
After logging in, you will see the main pages over to the left as a side navigation bar. From there you can access the Call page, History, Orders, Away & Settings.
From the main call page, you can select your current Campaign from the header. Beneath that is the second level navigation.
The Manual call and calling mode selection is located in the top-right, just under your username. The Contact List can be selected to the left, just below the second level navigation.
Please note: Semi-Automatic calling is now called Preview, and Fully-Automatic calling is now called Progressive.
Depending on campaign settings, there are many ways to make a call
If available, choose Preview calling in the call selection drop-down list in the top-right corner. This will bring up a contact in the Preview section and allow you to click the Call button.
After that, you can hang up (and keep the same contact on screen), hang up and move to the next contact or hang up and remove the contact from the list (setting the contact as finalised).
Selecting Progressive calling from the drop-down list in the top-right will enable the Start button to initiate Progressive calling. The dialer will call one contact at a time until you get an answer.
Clicking Manual call button will bring up the manual call dialogue, allowing you to type and call any number. This will create a new contact.
Contact list calling
You can review all the customers on the current contact list by selecting the Contact List page from the second level navigation.
You can then click the contact's name to view their contact card, or click the icon to place a call.
Inbound & Robot calling
If you have robot calling, the robot can dial the customer for you and present you with the call when you finish your previous one.
This tab might look different depending on your campaign settings, but the basics are the same. Click on the switch to put yourself in ready mode, allowing you to receive Inbound and/or Robot calls, depending on what your current campaign can offer.
From here, you just wait until a call is connected to you.
Please note: The switch is new for this interface. Older versions put the user in the ready state as soon as they enter the Inbound & Robot tab.
Virtual or simulated calls
If you don't need to call a contact, but do need to record that you have spent time working on their behalf, you can simulate a call. Click the simulate call icon to log time against a contact without actually calling them.
You can also use B2B calling if it has been set up, allowing you to track multiple contacts for each company you deal with.
All calling modes end up at the Contact Card view as soon as you are connected to a contact.
You will find call controls in the top right corner (this is also where you register a call result at the end of the call) and contact data in the first section.
Callbacks and Products & Orders are handled further down the card.
For more information about the contact card please see this article