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Liquid Latitude Help
PureConnect Dialer Agent Interface
The PureConnect Dialer Agent Interface adds PureConnect's Interaction Dialer capabilities to Latitude, including automated dialing and manual calling.
Important!
This feature is available to Latitude clients who also have Customer Interaction Center, which is a Genesys product on the PureConnect platform. For more information, see Customer interaction Center in the PureConnect Documentation Library.
The interface includes the following features:
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Single sign-on to Interaction Dialer.
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Inbound call account pop based on ANI lookup.
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End a call and then disposition it. User cannot receive the next call until after dispositioning the current call.
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Transfer a call to another user.
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Conference in a third party.
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Request a break. Agent cannot receive calls until indicating that the break ended.
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Dialer Agent Interface toolbar: Displays options for the Dialer Agent Interface.
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Icon |
Name |
Description |
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Hamburger menu |
Displays a list of options for the Dialer Agent Interface, such as viewing interactions or logging on to or off of campaigns. |
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Workgroup Queues icon |
Opens the CRM web Client window to allow you to view your workgroup queues. |
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Phone icon |
Feature not available. |
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User icon |
Displays a list of user options, such as changing your station or logging out of the Dialer Agent Interface. |
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Dialer toolbar: Displays the actions available for the current campaign call. For more information about the icons, see PureConnect Dialer Agent Interface Icons.
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Information: Displays information about the current campaign call and other notifications.
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Status bar: Displays your current status and available options such as the option to request a break. For more information about user statuses, see Dialer User Statuses (PureConnect).
Related Topics
Log on to PureConnect Dialer Agent Interface
Set Your Workgroup Status (PureConnect)
Dialer User Statuses (PureConnect)
View Your Call History (PureConnect)
Place an Outbound Call (PureConnect)
Change Your Station (PureConnect)