Using the CRM Phone Dialer
Overview of the Phone Dialer
The CRM Phone Dialer is a built-in tool that provides a fast and efficient way to manage calls directly from your web browser. It consolidates dialing, call transfers, and post-call logging into a single, streamlined interface, helping your team handle communications more productively.
Key Features
Quick Call Initiation
Click the dialer icon to open the keypad and start entering a phone number immediately. The system searches your contacts as you type, displaying matching results to let you select a number without leaving the dialer.
Seamless Call Transfers
You can easily transfer both incoming and outgoing calls. The CRM automatically links any notes or tags from the call to the correct contact record when a transfer is completed.
Contact and Call History Access
Use the dedicated tabs inside the dialer to quickly view your Contacts list or Recent Calls. You can filter your recent calls by date, contact name, or tag to organize your follow-ups.
Post-Call Notes and Tagging
After a call ends, you are prompted to add notes and assign tags to the interaction. This helps capture important details and categorize the call for future reference and reporting.
IVR Navigation During Calls
When you are on a call with an automated phone system (IVR), you can use the dialpad within the interface to press menu options. This allows you to navigate prompts without dropping the call.
Voicemail Inbox
A Voicemail tab provides a central place to view and manage messages. Each voicemail includes playback controls, a text transcription, and options for quick follow-up actions.
Setting Up the Phone Dialer
To begin using the Phone Dialer, follow these steps:
- Go to Settings > Phone System in your CRM.
- Locate the Dialer Settings section and enable the dialer.
- When prompted by your browser, grant permission for microphone access.
- Configure your preferred call transfer settings, such as choosing between warm or blind transfers.
- Save your changes. You can then click the Dialer icon in the sidebar to start making calls.
Frequently Asked Questions
Can I transfer a call to someone outside my CRM account?
No, call transfers can only be made to users or numbers that are configured within your CRM account.
How do I add multiple tags to a call?
After a call ends, go to the Recents screen, click the Tags field, and select or create the desired tags before saving.
Is it possible to take notes during a live call?
Live note-taking is not currently available but is planned for a future release.
What if I don't allow microphone access?
The dialer will not function correctly without microphone permissions. You must grant access to make and receive calls.
Can I filter my Recent Calls by tag?
Yes, use the filter dropdown in the Recent Calls tab to view calls associated with specific tags.
If I delete a voicemail, is the call record also deleted?
No, deleting a voicemail only removes the audio recording. The call log entry remains for reporting purposes.
Can I download a voicemail?
Yes, click the three-dot menu on the voicemail card and select the "Download" option.
Why don't I see the "All" Voicemails tab?
You need the "View All Voicemails" permission. Please ask an account administrator to grant you this permission.