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How can I enable an agent to use the dialer?

For an agent to use the dialer, the agent must have a user record, with an associated agent ID, and the Can Dial Lists via Connect check box, on the user record, selected. User records do not, by default, have the check box so you must add the check box to the record.

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1. Go to the Administration Setup Page in Salesforce.
2. Scroll down until you see the Administration Setup section on the left-hand side. In the section, expand Manage Users.
3. In the expanded list of items, click Users. All Users appears.
4. Open the user record you want to modify by clicking the username. The user record appears.

5. In the upper-right section of the user record, click Edit Layout.

   Section
   Column width 60% An editable version of the user record appears. Column width 40%

6. Ensure that Fields is selected.

   Section
   Column width 60% Drag Can Dial Lists via Connect to the Additional Information section, above the NVM Agent Id. Column width 40%

7. Click Save. The user record appears with the Can Dial Lists via Connect check box.
8. Click Edit. User Edit appears.

9. Locate and select Can Dial Lists via Connect in the Additional Information section on the user record.

   Section
   Column width 60% Click Save. Info You must also provide the correct NVM Agent Id for the associated agent. Column width 40% Image Modified

The agent can now use the dialer.