Dialer Agent Interface

The Dialer Agent Interface adds 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:

Add a user's Dialer credentials to the user's Latitude profile for automatic logging on to Dialer.
Inbound call account pop based on ANI lookup.
End a call and then disposition it. User cannot receive the next call until after dispositioning the current call.
Transfer a call to another user.
Conference in a third party.
Request a break. Agent cannot receive calls until indicating that the break ended.

Dialer Agent Interface

Dialer Agent Interface toolbar: Displays options for the Dialer Agent Interface.

Icon	Name	Description
	Hamburger menu	Displays a list of options for the Dialer Agent Interface, such as viewing interactions or logging on to or off of campaigns.
	Workgroup Queues icon	Opens the CRM web Client window to allow you to view your workgroup queues.
	Phone icon	Feature not available.
	User icon	Displays a list of user options, such as changing your station or logging out of the Dialer Agent Interface.

Dialer toolbar: Displays the actions available for the current campaign call.
Information: Displays information about the current campaign call and other notifications.
Status bar: Displays your current status and available options such as the option to request a break.

Related Topics

Log on to Interaction Dialer