Xencall Support

About the Dial Pad

Looking for a way to dial calls manually or manage an active call? Check out the Dial Pad.



About the Dial Pad


The Dial Pad enables you to manage your calls by providing functionality you would typically find in a phone handset, such as transferring calls.



Opening the Dial Pad


The Dial Pad is always accessible to you, on the lower right side of the screen. Hover your cursor over the Phone Status message to open it.


When you move your cursor away, the Dial Pad will close automatically. If you would like the Dial Pad to stay open, click the ^ button.




Dial Pad Options


The following options are available:




TPV hotkeys


Use these to add a specific third party to the call.


Note: This requires installation and configuration of the Third Party Verification App, and configuration of TPV Hotkeys. If you need assistance with installing this, please contact Technical Support.




Dialing buttons


Use these buttons to enter digits to make a call or interact with an IVR.




Number to Dial field


To manually dial a number, you can enter it here using the Dialing buttons or your keyboard.




Call Management buttons


These buttons enable you to manage your current call, or start a new call. 


Note: Availability of buttons will change depending on your call status.



ButtonNameFunction
HoldUse the Hold button to put your current call on hold.
MuteUse the Mute button to mute yourself during a call.
End CallUse the End Call button to end the current call.
RejectUse the Reject button to reject an incoming call.
DirectoryWhen not on a call, use the Directory button to view a Directory of available Users and Queues. Learn more about using the Directory here.
TransferWhen on a call, you can use the Transfer button to transfer that call to an available User or Queue. Learn more about transferring calls here.
MergeWhen you have multiple active calls, you can use the Merge button to combine them together. Learn more about merging calls here.
CallUse the Call button to dial a number that you've entered in the Number to Dial field.
AnswerUse the Answer button to answer an incoming call.




Phone Line buttons


These buttons enable you to manage your phone lines.


Note: Availability of buttons will change depending on your call status.



ButtonNameFunction
Inactive LineThis icon indicates that there are no calls on this line. 
Ringing LineThis icon indicates that there is a call ringing on the line.
Connecting LineThis icon indicates that the call is being connected.

Note: If you see this icon appear for more than a few seconds on multiple calls, you may be experiencing a connection issue. Please contact Technical Support.
Active LineThis icon indicates that there is an active call on this line.
Hold LineThis icon indicates that the current line is on hold.
Muted LineThis icon indicates the current line is on mute.
Current LineThis icon indicates which line is currently active.
New LineUse this button to add a new line.



Settings button


Use this button to access Agent Settings.




Request Assistance button


Use this button to request assistance from a Manager. They will be alerted via the Floor Map.




Voicemail button


Use this button to access Voicemail.




^ (Keep Dial Pad Open) button


Use this button to keep the Dial Pad open.


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