# Agent handbook

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## Agent guidelines

We are going to divide the agent management handbook into the different topics mentioned below.

### Agent Session

We describe everything inherent to the agent's session in this section.

* [Login](https://docs.omnileads.net/english/agent-handbook/login-logout)
* [Agent console](https://docs.omnileads.net/english/login-logout#la-consola-de-agente)&#x20;
* [Pauses](https://docs.omnileads.net/english/login-logout#pausas)
* [Logout](https://docs.omnileads.net/english/login-logout#logout)

### Manual Campaign

The agent and the operation in manual campaigns.

* [Manual calls from contact list](https://documentacion-omnileads.readthedocs.io/es/latest/agent_manual.html) (Manual calls from contact list)
* [Manual calls dialing from the webphone](https://docs.omnileads.net/english/manual-calls-from-contact-list#llamadas-manuales-marcando-desde-el-webphone)(Manual calls dialing from the webphone)
* [Calls to numbers without existing](https://docs.omnileads.net/english/manual-calls-from-contact-list#llamadas-a-numeros-sin-contacto-existente) (Calls to numbers without existing contact)

### &#x20;Preview Campaign

The agent and the operation in preview campaigns.

* [Preview campaigns ](https://documentacion-omnileads.readthedocs.io/es/latest/agent_preview.html)

### Dialer Campaigns

The agent and the operation in campaigns with predictive dialer.

* [Agente en modo predictivo](https://docs.omnileads.net/english/agent-handbook/dialer-inbound-calls)
* [Cómo realizar una llamada manual](https://docs.omnileads.net/english/dialer-inbound-calls#como-realizar-una-llamada-manual)

### Inbound Campaigns

The agent and the operation in inbound campaigns.

* [Atención de llamadas entrantes](https://docs.omnileads.net/english/agent-handbook/inbound-calls)
* [Gestión de contactos](https://docs.omnileads.net/english/inbound-calls#gestion-de-contactos)

### Whatsapp campaigns

The agent and the operation in Whatsapp campaigns.

* [Mensajes de Whatsapp](https://docs.omnileads.net/english/agent-handbook/whatsapp-messages)

### Actions on calls

When an agent is on a call, they have different features at their disposal that optimize call management.

* [Llamadas hacia otros agentes](https://docs.omnileads.net/english/agent-handbook/calls-between-agents)
* [Llamadas externas sin campaña asociada](https://docs.omnileads.net/english/calls-between-agents#llamadas-externas-sin-campana-asociada)
* [Poner en espera una llamada](https://docs.omnileads.net/english/calls-between-agents#poner-en-espera-una-llamada)
* [Transferencias y conferencias](https://docs.omnileads.net/english/calls-between-agents#transferencias-y-conferencias)
* [Observar grabación de llamada](https://docs.omnileads.net/english/calls-between-agents#observar-grabacion-de-llamada)
* [Grabar llamada bajo demanda](https://docs.omnileads.net/english/calls-between-agents#grabar-llamada-bajo-demanda)
* [Agendamiento de llamadas](https://docs.omnileads.net/english/calls-between-agents#agendamiento-de-llamadas)

### Agendas, grades and contacts

The agent has different menus for managing campaign contacts.

* [Listado de contactos de la campaña](https://docs.omnileads.net/english/agent-handbook/contact-list)
* [Agendas pendientes](https://docs.omnileads.net/english/contact-list#agendas-pendientes)
* [Histórico de calificaciones del agente](https://docs.omnileads.net/english/contact-list#historico-de-calificaciones-del-agente)
* [Búsqueda de grabaciones del agente](https://docs.omnileads.net/english/contact-list#busqueda-de-grabaciones-del-agente)<br>