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 the phone icon, contact your systems administrator to have the dialer application enabled for you.
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 in the same way you would with an ordinary phone.
First, enter a 10 digit phone 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 be displayed just above the number you dialed.
If the number you're calling is a lead, a clickable link will display prominently in the call info field. In this field, you will also find the Contact name (if you are calling a known contact), the type of number called (Business, Mobile, Home, etc.), and the current length of your call.
Here is an example screenshot of the Dialer during a call in progress:
Below the Hang Up button, you'll find four icons which are used to mute the call, put the call on hold, add another participant to the call, and to transfer the call.
Each of these functions will be described in more detail further on in this article.
Accept an Incoming Call
Anyone logged into your CRM with an active Dialer account may receive and answer 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, the caller's information will appear on the Incoming Call popup. If the user is not a lead or a contact, then 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 can leave a message for you.
Mute a Call
To temporarily mute a call, click the Microphone icon right below the Hang Up button:
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 the Microphone icon 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 on the Hold icon below the Hang Up button:
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 now hear your company's pre-recorded message until released from hold.
To release the call from hold, 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 Add icon below the Hang Up button:
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), an existing Dialer contact, or you can manually enter a phone number:
After you make your selection and click Add, the potential participant will be invited to the call.
If the user joins the call, the new 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 may add multiple participants to your call by repeating the process described above.
If you click the 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 Transfer icon below the Hang Up button:
A dialog will open with options to transfer the call to an Agent, Contact, Group, or a manually entered a phone number that is not in your Contacts list:
After selecting the person to transfer the call to, click the Transfer button.
You will then be disconnected and the line belonging to the person you selected will start to ring.
The Dialer also provides you with a host of other cool features such as local presence, IVR, voicemail drops, and others.
You can explore all of the features in the Communication Tools section of the knowledge base.