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DS Dialer

This section demonstrates how to configure the extra steps required for the DS Dialer to work correctly with Omni, allowing users to receive calls in an integrated way.

⚠️ Important: All other standard Omni configurations must be performed normally.

🧭 In Omni, the media used must be configured as Dialer, and all reports and configurations related to this flow must be associated with this media.

Organization Configuration​

Access the Companies menu and, within the desired organization, fill in the following mandatory parameters to enable integration with the DS Dialer:

  • Dialer key
  • Dialer server
  • WebRTC server

⚠️ Important: This data must be obtained from the team responsible for the dialer, who will provide the correct credentials and configurations for integration.

🔐 Certificate: The DS Dialer API requires a certificate in the X.509 Base64 format (.CRT, .CER, or .PEM extensions).

Configuração Discador

User Configuration​

In the registration of each user who will use the Dialer, it is necessary to fill in the following parameters so that the system can automatically connect to the dialer:

  • Enable Use dialer
  • Dialer username
  • Dialer password

⚠️ The information provided must be exactly the same as registered in the dialer system.

Configuração Discador no Usuário

Service Configuration with AGV​

If there is a transfer AGV, it will be necessary to register a Service in Omni that contains the AGV extension as an identifier for receiving transfers.

Configuração Discador no Fila AGV

Pause Registration​

The pauses used by the dialer must be registered in Omni with the following considerations:

  • The naming must be exactly the same as that used in the dialer.
  • The Status ID field must be filled in correctly according to the registration in the dialer.

Configuração Discador Pausas

Configuration Finalization​

After all the configurations described above:

✅ The Dialer will be ready to operate with Omni.
🔄 The user just needs to log out and log back in to the system so that the integration works together with the dialer, which will be responsible for generating the mailing.

Automatic Attendance Tabulation​

Automatic Tabulation is a feature that optimizes the agent's workflow, automatically releasing the dialer after the end of the call, without the need for immediate manual action.

💡 This behavior ensures greater speed and efficiency in operations, preventing the agent from being blocked between calls due to forgetfulness or delays in manual tabulation.

How it works​

  • The activation of automatic tabulation and the configuration of the waiting time must be requested from Support.
  • The time can be parameterized according to the needs of the operation, ensuring flexibility.
  • If no specific value is requested, the system will use the default of 30 seconds after the end of the call to perform tabulation automatically.
  • After this process, the agent will already be available to receive new calls, without interruptions.

⚙️ During the configured period (by default, 30 seconds), the agent can still manually insert notes or adjust the tabulation if necessary.
If no action is taken within this time, the system completes the tabulation automatically, ensuring the continuity of the flow.

Benefits​

✨ Increased productivity: the agent does not need to perform a manual step after each call.
🧩 Continuous flow: avoids queues and bottlenecks, keeping the dialer active and quickly releasing new calls.
🔒 Reliability: reduces the risk of attendances being stuck due to lack of tabulation.

Manager Tabulation​

The Manager Finalization feature provides full autonomy in the monitoring screen, allowing managers to intervene and close attendances on behalf of the agent when necessary.

💡 This resource is essential to keep the operation flowing in situations where the agent is unable to complete the attendance, ensuring that the process does not stop.

How it works​

  • The manager must access the Monitoring menu and go to the Attendances tab.
  • It is necessary to locate the agent in the card view or activate the Show Details option for a general view.
  • In the list of attendances, simply click the Actions 🛠️ button and select the Finalize Attendance 🏁 option.
  • A window will open to select the corresponding Tabulation (Tag) for the outcome, ensuring correct classification.

⚙️ By confirming the action, the system immediately releases the agent's capacity (slot), allowing them to receive new queue demands as soon as they are available, without blocking the operation.

Tabulação pelo Gestor

Benefits​

🔄 Operational Continuity: prevents attendances from getting "stuck" in the system, ensuring a formal closure.
🧩 Efficient Slot Management: manually unlocks the agent's queue, optimizing the distribution of new attendances.
📊 Data Integrity: ensures that, even in adverse situations, the reason for contact is correctly tabulated in the reports.

Blended Dialer​

The platform provides the Blended operating mode, a feature that allows unifying Active (Outbound) and Receptive (Inbound) attendance queues for the same operator.

Configuration and Activation​

All configurations required to enable the Blended mode must be performed by our DS team.

⚠️ Important: If you need to activate this operation, request implementation and feasibility analysis through the technical support channels.