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 Manual call

Manual call

To make a manual call, click the New call button in the static panel at the top of your screen.

The Call number window will open.



Enter a phone number or choose from your contacts in the dropdown menu. You can choose a specific person or a queue. Click Call. Your call will start. See Call details for instructions on how to manage the call.




 From the CRM module

From the CRM module

Open the CRM module in the main menu and go to Contacts on Accounts.

Find the Contact or Account you would like to call and open the details. See CRM for detailed instructions.

Click the Phone icon next to the Contact or Account phone number. Your call will start. See Call details for instructions on how to manage the call.




 From a ticket

From a ticket

Open the Ticket module in the main menu.

Open the ticket that you would like to make a call from. See Tickets for detailed instructions.

Click the blue Phone button in the top right corner of the ticket and choose the customer's number that you would like to call. Your call will start. See Call details for instructions on how to manage the call.

If you choose Other number, the Call number window will open. Follow the instructions in Manual call.

If your ticket contains past calls, you can also call from one of those.

Click the Call up button. Your call will start. See Call details for instructions on how to manage the call.




 From a missed call

From a missed call

When you see a missed activity notification in the static panel, click the Missed activities button.

Click Calls to open the Missed activities window.

Click the Call button to start your call. See Call details for instructions on how to manage the call.




  Call details

Call details

Once you have dialled a call, a new tab will appear in the static panel. It will be labeled with the caller's name or phone number. Your Phone button will turn red and display the duration of the call.

Click the red Phone button to open a list of actions:

  • Hang up.
  • Put the customer on hold/unhold.
  • Invite another agent to the call.
  • Transfer the call to another agent.
  • Send the customer an SMS.

Click the call tab to see the call details. Click it again to return to the previous screen (e.g. the Dashboard).

The call detail screen may contain different widgets set up in different order. The Phone widget is the only mandatory one.


 Phone widget

Phone widget

The Phone widget header displays the Queue number and name, the body displays the customer's phone number and call duration. The widget allows you to manage the call.

  1. Mark the call as important.
  2. Transfer the call to another agent.
  3. Invite another agent to the call.
  4. Put the customer on hold or end hold.
  5. Hang up.
  6. Open the numpad.

After your call has ended, the buttons at the bottom of the Phone widget will look like this:

Click Call again to call the customer back.

Click Save to save and close the activity. You may need to select a status first in the campaign record form widget.

 Campaign record form widget

Campaign record form widget

Use this widget to assign a status to the campaign record and schedule another call if necessary.

  1. The phone number you called. Click the phone symbol to call the customer again after your call has ended. Click the message symbol to send an SMS to the customer.
  2. Schedule another call. Select a date and time using the corresponding symbols or click the blue watch symbol and select one of the preset times from the dropdown menu.
  3. Select a status.

Your Campaign record form may contain other fields you may need to fill out such as Name, Surname, E-mail, Address etc. Your supervisor or team leader will give you instructions on how to fill them out.

 Contact and Account widgets

Contact and Account widgets

The Contact and Account widgets display CRM information about the customer and the company they are calling from.

  1. View the record in the CRM module. Click the Call tab to return to the call detail screen.
  2. Edit the CRM record.
  3. Open the given CRM module info in the background. Click the Main menu button to view it .
  4. Open SLA settings.
  5. Unpair the CRM contact from the activity. You can pair a new contact to the activity in Contacts.

Activities tab

  1. Click the Activities tab in the header to view the contact's past activities.
  2. Open activity detail. See Activities for more detail.


New contact

If the customer's phone number is not saved in the CRM module, the Contact widget will display past Activities.

Click Add new contact to open the CRM module and create a new entry. See CRM for more details.

 Ticket widget

Ticket widget

Use this widget to assign an existing or new ticket to the call. If a ticket has already been assigned, the widget will display it.

  1. Search for a ticket.
  2. Filter your favourite tickets.
  3. Filter your tickets.
  4. Filter the current contact's tickets.
  5. Filter the current company's tickets.
  6. Create a new ticket.
  7. Assign ticket to the call.
  8. Open the ticket in the Ticket module. Click the Call tab to return to the call detail screen.

You can apply multiple filters to view only tickets relevant to your call.

Once you assign a ticket to the call, the widget will display the ticket details.

 Calendar widget

Calendar widget

The Calendar widget displays your scheduled events. Days coloured green contain events. The selected day is bold. See Dashboard for more details.

 Co-browsing widget

Co-browsing widget

Use co-browsing to help customers navigate your website, software or the real world. Both sides can share their screen, video and sound.

Click Create video room to start. The video room will open in your Co-browsing widget.

You can invite customers by:

  • sharing the entire URL of your new room. Your URL is https://yourdomain.daktela.com/external/conference/#Roomnumber – see screenshot below. They will connect directly to your room by simply pasting the URL into their browser or clicking the link you send them.
  • sharing your general conference URL (yourdomain.daktela.com/external/conference) and your room number. See the screenshot below

  1. Enable camera.
  2. Enable desktop sharing.
  3. Disable camera.
  4. Enable microphone. The customer will need to unmute you in their video room to hear you.
  5. Disconnect from the video room.


The customer's video room has similar controls.

  1. Unmute agent.
  2. Start/stop sharing video.
  3. Start/stop sharing screen.
  4. Start/stop sharing sound.
  5. Leave conference room.
 Articles widget

Articles widget

The Articles widget displays a list of your available articles – these can contain info that can help you in your work.

  1. Open the article in the Knowledge base module.
  2. Read the article in the Articles widget.

This is what an article open in the Articles widget looks like:

Click the Back button to return to the list of articles.

 Page in iframe

Page in iframe

The Page in iframe widget displays an external web page. Interact with the page just like you would normally. You can scroll using your mouse wheel or the controls on the right hand side.




 Preview campaign (manual)

Preview campaign (manual)

Use a manual campaign to load the next phone number for you to call.

First, log in to a Preview campaign (manual) queue. See Select queues for instructions.

Load your next call in the Campaign records widget on the Dashboard.

  1. Load a record from any of the available queues.
  2. Load a record from this queue.

When you load a call, the Call detail screen will open. You can review the contact's details and history before dialling the call.

Click the green Call button to dial the call. See Call details for instructions on how to manage the call.

Your Campaign record form may contain other fields you may need to fill out such as Name, Surname, E-mail, Address etc. You will receive instructions on how to do this from your supervisor or team leader.

You may see a blue Skip button next to the Call button. Click it to skip this record.

You may have limited time to load your next call, to go through the customer's history and to fill out the form and update customer's details after the call. If you take longer, you may automatically be put on an unpaid pause.




 Progressive campaign

Progressive campaign

Use a progressive campaign to automatically load the next phone number for you to call and to automatically dial it.

First, log in to a Progressive campaign queue. See Select queues for instructions.

Once you are logged in to a progressive campaign queue, the Call detail screen of your next call will open automatically in a few seconds. You can review the contact's details and history.

After a certain amount of time (set up by your supervisor), the call will start automatically. If you are ready to dial the call before then, click the green Call button. See Call details for instructions on how to manage the call.

Your Campaign record form may contain other fields you may need to fill out such as Name, Surname, E-mail, Address etc. You will receive instructions on how to do this from your supervisor or team leader.

You will not be able to fill out any information in the Campaign record form until the call is connected.

You may have limited to fill out the form and update customer's details after the call. If you take longer, you may automatically be put on an unpaid pause.

After you have saved the call, the next phone number for you to call will be loaded automatically after an amount of time set by your supervisor passes.




 Predictive campaign (dialer)

Predictive campaign (dialer)

A predictive campaign dials several phone numbers at a time in the background and only connects you with customers that have already answered the call.

First, log in to a Predictive campaign queue. See Select queues for instructions.

As soon as one of the customers answers a call, you will receive a notification that looks like an incoming call.

The notification displays:

  • the customer's details. Click their name or company to open their CRM details.
  • the name of the Queue and the amount of Time the customer has been in the queue.
  • the amount of time since you received the notification.

Click the green Accept button to answer the call. See Call details for instructions on how to manage the call.

You may have limited time answer the call. If you take longer, you may automatically be put on an unpaid pause.





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