This article is an introduction to the basic functions of the Dialer. You'll learn how to make outgoing calls and receive incoming calls. We'll also show you how to Mute calls, place a caller on Hold, Transfer a call, and Add Participants to a call.
Opening the Dialer
- To open the Dialer, click the phone icon on the far right edge of your browser window. If you don't see this icon, contact your systems administrator to have the application enabled.
- Once the icon is clicked, the Dialer will open up in a new window.
Make an Outgoing Call
You can place a call with the Dialer, pretty much the same way you would with an ordinary phone. Simply enter a valid 10 digit number into the field (and an extension if necessary). This can be done via the keypad on your keyboard or by pressing the numbers on-screen with your cursor.
After the number is entered, click the green Call button. You'll hear ringing on your end until the person you're calling picks up.
Once the call is connected, the Dialer interface will undergo some changes. The green Call button will convert to a red Hang Up button and your Caller ID will display below the tabs. If the number you're calling is a lead, a clickable link will display prominently below the number field. The squared section in the center will display the Contact name (if applicable), the type of number called (Business, Mobile, Home, etc.), and a counter clocking the length of the call.
Below the Hang Up button, you'll see another row of icons. Each of these buttons provides an important function.
Accept an Incoming Call
Anyone logged into IRIS with an active Dialer account is eligible to receive incoming calls. This is true whether the Dialer application is open or closed.
A popup message will inform you that you have an incoming call. If you have a headset on, the popup will be accompanied by ringing. If the caller is a lead or a contact, Caller ID information will appear on the Incoming Call popup. If the user is not a lead or a contact, only the caller's phone number will be displayed.
To accept a call, click the green Answer button. This will immediately connect you to the caller. If you click Decline, the caller will be routed to your Voicemail box, where they will have the option of leaving a message.
Mute a Call
To temporarily mute a call, click the button that looks like a microphone.
Once clicked, the icon will display with a red slash through it. This lets you know that the call has been muted and the person on the other end of the call cannot hear anything from your end.
To Unmute the call, simply click this button again. The red slash will disappear and the person on the other end of the line will be able to hear you once again.
Hold a Call
To place someone on Hold, click the icon that resembles a pause button (or the number eleven).
The icon will change color from gray to blue, and a popup will appear briefly to inform you that the call is being held.
The holding caller will hear your company's customized message until released from Hold. To do this, simply click the Hold button again. The icon color will revert back to gray and a popup will appear informing you that the call has resumed.
Add a Participant to a Call
To add another party to an existing call, click the icon that resembles an encircled plus sign.
The dialog offers three choices of participant type. You can select an Agent (a person within your company who also has an active Dialer account), or a Contact (a number you or a coworker added) from a dropdown menu. Or you can manually enter a phone number.
After you make your selection and click Add, the potential participant is asked (via a popup dialog) if they would like to join the conversation. If the user agrees, the added party's name (or number) will appear above the Hang Up button. A separate set of function buttons (Hold, Transfer, Disconnect) that apply only to the added user will appear above the Hang Up button. The original function buttons (below the Hang Up button) will apply only to the original party (not any of the added participants).
You have the ability to add multiple participants to a single call, just follow the same Add Participants process for each person added.
If the user clicks the large red Hang Up button while on a multi-party call, the End Calls popup will appear.
Clicking Yes will disconnect all parties on the call. Clicking No will only disconnect the original party with whom you were connected.
Transferring a Call
To transfer a call, click the icon containing the encircled arrow pointing rightward.
A dialog will open including options to transfer the call to an Agent , a Contact , a Group, or a manually entered a phone number that is not in your Contacts list. Simply select whichever radio button applies.
After making your selection, click the Transfer button. Once you do that, you will immediately disconnect and the line belonging to the person you selected will ring. That person will have the option to either accept or decline the call.