Engage Voice
Navigating the Engage Voice Salesforce app

The first thing you’ll notice upon logging in to the agent interface is the dialpad. Just above that, you can set your agent state and view the length of time you’ve been in a certain state.
 
At the top of the app, you’ll see a navigation bar with a series of icons that you can select to navigate to the major parts of the app. 

Top navigation bar

The top navigation bar is the bar at the top of the app and contains buttons that you can select to navigate to the following pages:
  • Dialpad: The phone icon leads you to the dialpad, where you can place manual outbound calls, configure your manual dial settings, and select an agent state.
  • Call history: The clock icon in the navigation bar takes you to your call history, where you can view your recent calls, initiate calls from call history, create records and access logged activity in Salesforce.
  • Settings: The gear icon takes you to your settings, where you can connect or disconnect your offhook status, log out, and see the version of the app you’re running. You can also set your agent states from here.
View of the Engage Voice widget in Salesforce

Dialpad

Clicking on the phone icon at the top navigation bar will open the dialpad. Here, you’ll have access to the following:
  • Agent state: Agent states are status notifiers that allow users to see what an agent is doing. The agent state dropdown is underneath the top navigation bar, where you can select from a list of options configured by your admins. Generally, you can select a state to show that you are available, in a call, on break, away, or other. These options can be modified by your admin. To the right of your agent states, you will see how long you have been in your current state.
  • Offhook status or Persistent Voice Connection: Click the button on or off to connect or disconnect your offhook session.
  • Dial pad: Use the dialpad to perform manual outbound calls. Type a number in the field provided or use the keypad to dial the number that you want to call. Click the green phone icon to dial that number.
  • Manual dial settings: Select this text at the bottom of the screen to open the Manual Dial Settings page. You can configure the following settings to use when you perform manual outbound calls:
    • Caller ID: Use this setting to select the caller ID you want to associate with the manual outbound call.
    • Queue: Use this setting to select the inbound queue you’d like to associate with your outbound call.
    • Country: Click the dropdown menu to select the country you’re dialing (only available when enabled by an admin).
    • Ring time (seconds): Choose the number of seconds the system will wait for someone to pick up the call.

Call history

Clicking on the clock icon in the top navigation bar will open your call history. This will display a list of your recently made calls. Inbound and outbound call indicators will be visible before each number of the call log. You can also hover on a logged call to do the following actions:
  • Create call log: Click on the notepad with a plus icon button to create a record on a new call log.
View of the create call log button
  • View in Salesforce: Click to view activity of the call log in Salesforce.
View of the view in salesforce button
  • More: Click on this button to expand more options as follows:
    • Call back: Select to initiate a call back from the selected call log.
    • Create new entity: Select to create a New Account, New Lead, New Contact, New Opportunity, and New Case.
View of the more button

Settings

Clicking on the gear icon in the top navigation bar will open your settings. On this page, you can view the following:
  • Agent state: As seen from the dialpad, you can set your agent state on this page as well. 
  • Offhook status or Persistent Voice Connection: You can click the button to connect or disconnect your offhook session on this page as well.
  • Name and email: You will see your agent name, as well as your email address above the Session info section.
  • Session info: Your session information will show the phone type and phone number that you used to log in, Login style and time, and Skill profile.
  • Edit Session: Click this button to edit your session. See Editing your agent profile to learn how.
  • Version: This shows the version of the app you are using.
  • Logout: Click this button to log out of the app.
View of the Engage Voice widget settings
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