The document provides instructions for logging into and exiting the dialer system. It describes how to log into the dialer by entering your agent ID and password. It explains how to join a job by selecting it from the options. It outlines how to disposition a call by selecting a release line option after a call ends. It also describes how to perform a warm transfer by remaining on the line to introduce the student before transferring the call and then selecting the transfer release option. Finally, it explains the steps to exit the dialer properly by selecting icons to stop receiving calls, waiting for confirmation, and exiting the agent mode.

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Logging into and Exiting the Dialer/Transferring and
Taking a Break/Lunch
March 2016

2. Training Expectations
• Know what the dialer is.
• Know how to access the dialer.
• Be comfortable with operating the dialer.
• Know how to make proper selections in the dialer.

3. Overview
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The Dialer is a “Managed Dialer” which means:
• It dials customers for you.
• It determines how often we call someone based on dialer
resolution.
• It operates similarly to CCE with Inbound calls.

4. Logging into the Dialer
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If you have been skilled with the Acquire Skill (typically, if not always, you will be), as
soon as you go available you will hear the prompt “Welcome to Avaya Proactive Contact.
Please log into Avaya Proactive Dialer” UNTIL you log into the dialer.
1. On your desktop, locate the icon below and double-click.
2. Once Proactive Contact Agent Loads, you will see:

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3. Here, on the first “Log in” tab, you will enter YOUR Agent ID for the dialer (example
scanada), and your dialer password. (First initial log in to the dialer, everyone’s password is
‘password’. You will then (after completing other dialer fields), be prompted to change your
password. MAKE SURE you write this down. It has to have a capitol letter and a number, at
least. In 90 days when this password expires, it cannot be changed (ever) to the same word
with a different number or character sequence. Example- Enrollment1, then Enrollment2)

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4. Clicking over to the next tab (not hitting OK) “Agent Type”- you ALWAYS leave this as
Outbound- where it is defaulted to.

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5. Next, on the “Telephone” tab, MAKE SURE – EVERYDAY, that you put in the phone
extension of the station you are sitting at. Simply delete the one that is populated
first. You must also MAKE SURE that you check/select the “Log in to ACD” box.
A. B.
C.
Checking "Log in to ACD" is what makes
the dialer Blended, and allows you to
receive inbound calls as well as work in
the dialer.

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6. If all fields have been accurately populated/changed in Proactive Agent, hit “OK”.
7. You are now connected to the Dialer, and this is what you will see:

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8. Now, to join a job, the job you are instructed to work in, you will click on the yellow
telephone up in the top left corner of the dialer.
9. A box will pop up titled “Join Job”, and you will select a job appropriately by clicking on the
job and selecting OK.

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10. When you are ‘acquired’ for the dialer to make calls in the selected campaign/job, you
will hear “Moving to Outbound”.
11. You will see “Successfully joined job” in the bottom left corner and “waiting for a call”
in the bottom right corner of the dialer screen. ALWAYS make sure you can see the full
dialer screen, at all times.

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When a call is connected to a live person and sends the call to the advisor, typically
you hear a beep and the student’s information will populate on this screen.

13. Dispositioning and Ending the Call
What is Dispositioning?
Dispositioning is telling the dialer what transpired on the call so
that it will know what to do with that customer in the future.
When the call is completed, there are two ways of dispositioning
the call:
• Usually when the customer hangs up, this will end the call and
the disposition box will automatically appear.
• If the call doesn’t disconnect on it’s own, then it will be necessary
to manually disconnect and then disposition.
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12. When you reach a student and have your conversation, at the end of the phone call,
the student will hang up and the Release Line box will populate, OR you will have to
open it yourself, by clicking on the ‘cassette tape’ icon (right under “Phone” tab at top)
*You will select your release line based on what happens on the phone call, appropriately.
Once you have been in a job a while, Release Lines that you use frequently will populate on
the left side of your Dialer. You can then just click the release line option you want to use.

15. If the release line box does not
appear on its own, you can
launch it by clicking on the
“cassette tape” icon. After
clicking on the “cassette tape”
icon, this box will pop up. Make
the best selection based on what
transpired on the call.
When you double-click a
disposition or click ok, the call
will end.

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13. Once you have selected the
appropriate release line option for
your call, you will let the dialer
know you are ready for another
call.
14. You let the dialer know you are ready for another call by selecting the checkmark icon,
which is located beside the cassette tape.
The time a student ends the call, and when
you let the dialer know you are ready for
another call is called your “Update Time”.

17. Exiting the Dialer
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Warm Transfer

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1. On the Telephone Bar, enter the phone number in the Number box. (Be sure to put a 9
followed by 1 in front of the number to dial out.)
2. Select Phone Transfer.
3. The system displays a dialog box from which you can select Conference or Transfer.
Warm Transfer
A warm transfer is when the
advisor speaks with someone on
behalf of the customer before
transferring.

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4. Select Transfer to remain on the line and complete a warm transfer of the call. (You will
remain on the line to introduce the student.)
5. When the recipient of transfer is ready to accept the transfer of the call, select F9-F18 –
Transfer Release. (This will release the line)
Warm Transfer

20. Taking a Break or Lunch
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(You must exit the dialer anytime you are told to, taking a Break, going to Meal, or leaving your
shift- as described exactly below)
Taking a Break or Lunch
To prepare to go to break or
lunch, first click on the “Coffee
Cup” icon in preparation to stop
the dialer.
The icon will change to a “Coffee Cup
with a Red Flag” which means the
dialer is preparing for the advisor to
go to lunch or break.

22. Taking a Break or Lunch (Cont.)
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When the coffee
cup is red-flagged,
finish the current
call and then select
the icon that is the
“Page with the Blue
Check Mark”

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2. Next, click on the telephone with the red X on it, beside the coffee mug.
3. You will have to wait about 10 full seconds, and then in the bottom left corner of the
dialer, you will see “Successfully left job”. You MUST wait until the dialer says this, or
you will not be able to completely or successfully exit the dialer. (Which means
whatever you aux in EMC will not recognize you aux anything)
4. Now, you will click “Agent” and select “Exit” in the dropdown.

24. ®
Logging into and Exiting the Dialer/How to Warm
Transfer
March 2016