Telephony · Control, recording and listening

How to control calls, dialer, recordings and listening

Monitor telephony activity, check the dialer panel, locate, play and control recordings from administration.

16 min

1. Step 1

   Check the WebRTC Dialer

   Open the dialer panel and verify registration, device, status, and availability before starting a session.

   
2. Step 2

   Monitor calls in real-time

   Use Dialer Supervision to review active, connected, failed, and duration of calls without unnecessary intervention.

   
3. Step 3

   Review the telephone dashboard

   Check the dashboard to compare volume, response, coverage, and performance by period.

   
4. Step 4

   Locate calls and recordings

   In Call Listening, filter by dates, operator, direction, status, and recording availability.

   
5. Step 5

   Listen and control a recording

   Play only the necessary call, validate its relationship with the lead, and avoid downloading the audio unless authorized.

   
6. Step 6

   Campaign Creation

   Create dialer campaigns, their schedules, attempts, teams, and statuses to correctly interpret metrics.