Using the Phone Dialer

The dialer button is accessible from any view within your platform and is conveniently located in the top right corner. Let's begin by clicking the dialer.

This will open a user-friendly interface with standard dialer features:

• Phone Number Field: Enter the number you want to dial here. You can either copy and paste a number, use your keyboard's numeric keys to enter it manually, or click the buttons on the number pad to enter a phone number with your mouse.

• Call From Field: Select which phone number you'd like to make the call from. If you have multiple numbers set up in your platform, they will appear in the dropdown list.

When you're ready to dial a number, click the green phone button.

At the bottom of the dialer, you'll find icons for your Contacts and Dial views. The current view is Dial.

Let's switch to the Contacts view by clicking Contacts.

As you can see, the phone number field is now replaced by a search box and a list of your most recently contacted numbers. You can use the search box to find a specific contact by their name or phone number.

Click Dial to return to your dialer view.

Next, we'll explore the features built into your dialer.

Enter a dummy number in the phone number field and click the green telephone button.

This will change the view, revealing a status field and several options. Currently, the call has a “dialing” status.

Once the call connects, the status will switch to a timer that tracks your call duration.

If you click the arrow during a call, the dialer will collapse into the top menu, allowing you to use other platform features while on the call.

To restore the full dialer view, click the dropdown button.

Now, let's say you're on a call with a client and need to transfer them to a colleague.

First, click Hold to place the client on hold.

Then, choose either the Blind Transfer or Warm Transfer option.

• Blind Transfer: This option will directly transfer the client's call to your colleague. However, there's a risk if your colleague is busy or unavailable—the call may be disconnected.

• Warm Transfer: A better option where you can first contact your colleague, explain the situation, and then transfer the call.

When you select Warm Transfer, you can find your colleague's number using the search function or by entering it manually. Once the number is added, the Call & Hold button becomes active, allowing you to dial your colleague's number. Click it now.

Once connected, you can explain the situation to your colleague. When you're ready to connect the client with your colleague, click the Patch Call button.

Notice the two tabs at the top right of the dialer: the green tab represents the call with the client, which is currently on hold, and the orange tab represents the ongoing call with your colleague. You can switch between these calls by clicking the respective tab.

In our example, after explaining the situation to your colleague, switch back to the client by clicking the green call tab. Inform the client that you're about to patch the call through to your colleague.

To connect the two calls, simply click Patch Call.

Now, the client and your colleague can continue their conversation privately, and you can click the red button to leave the call.

Once the call is over, click Done to return to your normal dialer view.

Note: For contacts who are unavailable and have a voicemail inbox, you have the option to leave a voicemail message.

Your dialer is a powerful tool for reaching contacts within your platform, creating a unified communication record alongside email, SMS, and other communication methods.