Link :- [Link]

com/login

This is the primary link that you will access, and the best compatible browser for this is Google
Chrome, so always ensure to open this in your Google Chrome browser. You can always click on the
star icon here to bookmark your link, because this is the main link you will access every day, whether
it is agent or admin OK.

Logging in:-

We'll enter the username

Password

You can tick the box Remember me. As soon as you hit on the login button, it will directly take you to
your main screen.

Admin settings :

Now we’ll, first understand your settings.

If you wish to see your account username your API key, these are the things that are really important
when you are doing your integration

So in order to create an ID, you will click on add agent wherein you will give the agents ID agent's
name.

Now, if you were integrating with LeadSquared, you had to give email email ID as the agent ID.

That is mandatory, but until you using fresh desk you can give any idea it could be an employee ID or
an agent name, Any identifier, You can also give email address.

There is no restriction.

Restriction is only there if you were using LeadSquared.

You will then give the agent name now the second thing to keep in mind is whenever the ID is
created there should not be any blank space, it'll throw you an error.

So instead you can use special characters like at the rate, underscore, hyphen at the time of having
the ID created.

You will then include the email [Link] address is optional as it does not reflect in any of your
reports.

You can then delete whatever is the auto fill information here and give a password to your agent.

So minimum character length is 3, so anything within 3 or beyond you can go about and give the
password so that when our agent logs in, they will use this password at the time of logging in.
Now agent modes will define the task that you want your agents to perform.

Inbound : If you give only inbound, they will only receive incoming call.

They will not be able to do any other outbound call activity.

Manual: If you give manual, they will be able to do Click to call and manual [Link] dialling is
when they enter the number and call the customer.

Preview: preview dialling is like a Click to call campaign, so these are especially used by clients who
do not have CRM in place and they want to facilitate a Click to call features so they push data into a
campaign and the number shows up one at a time on the agent screen.

You also can use it for that you will need a preview dial which you will have to set up for the account.

Progressive : Then you have progressive dial.

This is your auto dialer where they get back to back calls.

So you push data into a campaign and based on your agent's availability triggers back to back calls.

Now these modes are very restrictive.

When I say restrictive, what I mean to say here is if your agent is on the manual mode, they will not
get any incoming call. Preview dialer, progressive dialers.

So these modes can only perform that specific functionality, whereas if you have a requirement that
you want or agents to receive incoming call and also work on outbound calls like manual dialling,
Click to call or progressive diallers, you can directly give them blended.

Because when you give them blended, it is accumulation of all of these activities and first priority is
always given to incoming calls only when there is no inbound call in the queue is when the dialer
takes over.

Priority: And finally, you have priority.

Priority can be assigned between one to 9.

Your priority one is the highest, so you can give a default priority of one to all of the agents so that
you can follow around Robin method.

So this way the call volume will bit evenly distributed between your agents

Manage Numbers :- Now once the ID is created, the next step is to go to configuration and go to
manage numbers.

Now here, depending on the licenses you have purchased, you have 5 or 6 digits SIP numbers.

3 Sip extensions added already into your account. Now you don't have to manually assign any of
these numbers to your agent, because these get automatically assigned whenever your agent logs in.

Pause Reason : allow you to create multiple options at your agents can use to step away from the
Reddy state or this could be probably taking lunch breaks or going for meetings during which they
should not be disturbed with any calls.

For that you will have to create reasons for them. You can click on new reason you will give the pause
reason let's say lunch and then the pause time as probably let's list it out as 30 minutes.

So under 30 minutes you're basically defining or telling to your agents that if they're choosing lunch
as an option, they'll only have 30 minutes to be able to complete it.

No, let's say they exceed this 30 minutes.

They will still be on lunch, so this 30 minute is just information keeping the agents informed that this
break is for 30 minutes so that they can plan accordingly.

And if you're creating options like meeting, we don't really know how long the session may go on for.

So in those cases you can set a no time limit and save it.

So this way it can go on for as long as they want and to gauge how long your agents have taken their
breaks.

Dispositions : Now disposition helps you tag your calls.

Now let's say for example Aishwarya, you are working as an agent and you speak to your customer.
You want to document what happened in that call, right?

You would want to probably tag it as an interested lead or a not interested lead.

So whatever activity you want to tag that is used under disposition codes.

So here you will create multiple codes.

So let's say you have a general enquiry.

Then let's say you have interested, not interested.

Callback did not respond so like that you can create different different codes here.

So it is single level here.