Get started with telephony

Admin guide
  1. Buy a phone number in the country of your choice*
  2. Create a Call Flow with your new phone number
  3. Add one or more agents to phone queue
  4. Go online in the Dixa agent interface and turn the chat channel on

    * You can choose one phone number for free. The number comes with a credit of $2 for inbound calls and can be tested for 14 days. Please contact Dixa directly if you would like to test outbound calls.

Buy a phone number

 
  1. Go to Settings in the left-side panel.
  2. Click on Phone Numbers.
  3. Click on Buy a number in the top-right corner.
  4. Enter the name of the country, where you want to buy a number.
  5. Click Search.
  6. A list of available numbers will appear.
  7. Select the number you want and click on Buy.
  8. Confirm your purchase.
  9. The number is added to your account. It will be ready to use for inbound and outbound call in less than 10 minutes. Please note that some countries requires a physical address in the selected country.
  10. To use the number for incoming calls you need to have an active Call Flow assigned to the new number.

Create a call flow

 

Add a queue

  1. Go to Settings in the left-side panel.
  2. Click on Queues.
  3. Click Add queue in the right upper corner.
  4. Enter a name your queue. (ie Sales, Support, Customer Service).
  5. Select and add agents to the queue.
  6. Click Add new queue to save.

Add agent(s) to queue

  1. Go to Settings.
  2. Click on Edit next to the queue where you want to add one or more agents.
  3. Make sure TELEPHONY is ENABLED.
  4. Click on Add next the name or name of the agent you want to add.
  5. Click on Save.

Make yourself available for incoming phone conversations

  1. In the upper left corner, click on the phone channel.
  2. Set your presence to online by clicking the green circle next to Presence.
  3. Click on Ring Mode if you want to activate Simultaneous Ringing. To activate Simultaneous Ringing you need to save a phone number under My Profile.
    When Simultaneous Ringing is activated calls are offered both in the Dixa interface and the phone number you have added in your profile.

Admin guides

Agent guides