🔹 Admin Guides (Dialer)
Comprehensive tools for managing users, routing, and dialing operations.
22 articles
Updating Agent Skill Routing (Adding States)Admins can manage an agent’s skill routing by adding or removing licensed states, ensuring accurate lead and call distribution.
Editing a Call Disposition in the DialerAdmins can update the disposition of a call to reflect accurate outcomes and improve reporting.
Adding a Script in the DialerAdmins can create custom call scripts to guide agents and ensure consistent communication.
Adding an Agent to a Team and Restricting Admin AccessAdmins can organize agents by teams and control admin visibility using tags, ensuring proper management access and team structure.
How to Block CallsAdmins can block unwanted calls by assigning leads to a blocked list and applying it in call routing to control who enters the queue.
Guide to Dynamic Call Caps and CPA Targets in the EnrollHere DialerThis guide explains what call caps are, how they interact with CPA targets, and how to configure them effectively.
How to Set Call Caps for Agencies, Queues, and Individual AgentsCall caps allow you to control call volume across your organization. You can apply limits at the agency, queue, or individual agent level.
Understanding Agent Status Monitoring & ManagementUnderstanding these states ensures efficient call routing and helps identify operational or technical issues.
How to Access and Download Call RecordingsFollow the steps below to locate and manage call recordings.
How to Add an Agent to a Queue in the EnrollHere DialerAssigning agents to queues ensures they receive the right calls based on campaign routing. There are two ways to add an agent to a queue.
Call Monitoring, Coaching & Intervention ToolsThis guide explains how admins can use call monitoring tools to support agents live and enhance customer interactions
How to Change an Agent's Status in the DialerFollow these steps to update an agent’s status from the dashboard.
Creating a DID TransferAdmins can create a DID transfer to route calls to external numbers
How to Remove an Agent from a CallFollow the steps below to remove an agent from a live call.
How to Configure Agency SettingsFollow the steps below to customize settings for your agency’s dialing experience.
How to Configure Dialer PermissionsDialer permissions control what agents and employees can access or manage. Use this guide to customize access by role.
How to Run an Outbound Calling CampaignCampaigns help organize outbound calls by assigning lead lists, controlling call order, and tracking results.
Why do call metrics and compliance data sometimes show discrepancies on EnrollHere?
How to Set Up Queue VoicemailsThis guide explains the two main ways to configure voicemail for queues.
Temporarily Disabling and Re-Enabling an Agent in the DialerShow you how to temporarily disable an agent in the Dialer to prevent them from going available, and how to re-enable them when needed.
What does 'First Status Set' mean in EnrollHere's dialer system?
How to Set a Password for a Staff MemberSet or update a users password for login when magic link authentication isn’t sufficient.