Dispatcher

Role of Dispatcher: The dispatcher is like a switching-station in a PBX and listens to incoming calls. As its name suggests, the dispatcher is responsible for managing and distributing (dispatching) incoming calls. The dispatcher is configured with a Skype-In number on which calls are expected to be received. This Skype-In number would be configured for a particular campaign. Once the dispatcher receives an incoming call, it broadcasts this call to the all agents responsible for this campaign who are not already on a call or on a break.

1. Incoming Phone Number: It list the phone number of the person from which the call is received.
2. Skype In: It gives the number on which the call is received i.e. Skype-In number dialed by the customer (Note: more than one number can be configured as the Skype-In number).
3. Call Status: It gives the status of the call received by the dispatcher.
   
   
   1. Finished: If the incoming call is successfully transferred to any of the available agents, the call status will be displayed as "FINISHED".
   2. Missed: Status of call is "Missed" when all the agents are busy on other calls and the call is dropped without it being attended by any agent.
   3. Refused: If the call is rejected by the dispatcher without it being transferred to any agent, the status of call is "Refused".
   
   
4. Call Start Time: Display date and time on which this call is received by the skype.
5. Last Call Transfer Initiated at Time: Display date and time on which call transfer process is initiated by the dispatcher.
6. Transferring to Agent: Username of the agent to which this call is transferred or the agent that answered this call.
7. Transferring to skype Name: Skype id of the Agent to which this call is transferred or the skype id of the agent that answered this call.