Dialing

The dialer screen

Dialer is one screen with three parts: the contacts you are about to call, the settings that govern how they are called, and — once you start — the live session. Before you start Contact list selector — pick the list to work. The counts beside it reflect your current filters. Contacts table — who is in the queue, with their history: how many times they have been dialed, their last disposition, whether they are on the Do Not Call list. Select all, or select individuals. Filters — the toolbar above the table. Most of these change the dial queue, not just the view. Read Filter who gets dialed before your first big session. Power dialing configs — the settings panel. Every option is covered in Dialer settings, every option explained. Two counters sit above the table: - The contact count counts entries matching your current filters, including the calls in progress. - The dial count is outbound calls you placed since midnight, local time. Parallel lines count individually — so a session at 5 parallel dials burns that counter five times faster than one at 1. During a session Call Next Batch — places the next set of calls. Batch size is your parallel dial setting. Calling in Progress — one row per live line, showing the number, the detection result (human, machine, still ringing) and how long it has been going. The contact card — who picked up. Their fields from your import, their notes, their previous calls. Show Script / Hide Script — the script attached to this list. Written by whoever owns the list; see Organise your lists. Notes — type while you talk. If Auto-fill notes with AI call summary is on, the field is pre-filled after the call with a summary you can edit before saving. Very short calls may not produce one. Drop Voicemail — plays your selected voicemail recording into the live call and moves on. Use it when you land on an answering machine and did not have automatic voicemail turned on. Add Participant — dials a third person into the current call and puts everyone in a conference. This is how you bring a manager or a specialist onto a live deal. Schedule Call — books a callback with this contact for a specific time, optionally with a name, location and notes, and optionally adds it to Google Calendar. It appears on Scheduled calls. Redial Batch — re-places the calls in the batch you just ran. End Session — stops the session and releases the lines. Queue messages The queue tells you what it is doing between batches: | Message | Meaning | | --- | --- | | Loading next contacts… | Fetching the next batch with your current filters. | | Queue is preparing… | Batch is being assembled. | | Next batch will appear after current calls complete | Lines are still busy. | | No more contacts queued | The filtered list is exhausted — widen a filter or pick another list. | After each call Pick a disposition. Nothing downstream works without it — not the reports, not the automation rules, not the CRM write-back. See What each disposition means. The gap between ending one call and starting the next is recorded as your wrap time and shows up in coaching analytics.

Dialer settings, every option explained

Open Power dialing configs on the dialer. Settings are saved to your user, not to the list, so they carry across sessions. Numbers Source phone number — the numbers this session dials from. Select up to 20. Each entry shows its call count, connection rate and spam score, and you can toggle between All time and Today (UTC) stats. More numbers, rotated, is how you keep any one number from being burned. See Keep your numbers connectable. Local area dialing — automatically calls from a number matching the contact's area code. US only. Requires a qualifying plan. When it is on, the manual number selector is hidden; PowerDialer picks per call. Region based dialing — uses the number you own that is in the same country as, or geographically closest to, the contact. Available when local area dialing is off. Region based dialing takes precedence over auto-rotate. Auto-rotate my number every N calls per … — stick on one number for N calls, then advance to the next. The scope decides when the counter resets: | Scope | Behaviour | | --- | --- | | day (UTC) | Counter resets daily at 00:00 UTC. | | session | Counter resets at the start of each new dialing session. | | all time | Counter never resets — it only advances to the next number when the threshold is hit. | Disabled while region based dialing is on. A warning appears above this section if any active dialing number is not SHAKEN/STIR registered, because unregistered numbers are far more likely to be flagged as spam. See Compliance centre. Pace Parallel dials per call — how many calls are placed at once, from 1 to 5. Your plan caps the maximum. See Parallel dialing for how to choose. Call timeout (seconds) — how long a line rings before giving up. Choose from 20, 30, 40, 45, 60, 90, 120. Default is 30. Shorter means more dials per hour and more missed slow answerers; longer means the opposite. Max dial attempts per contact — options are No limit (0), 1, 2, 3, 5, 10. Once you have dialed a contact this many times, the power dialer automatically skips them in future sessions. Answering machines Skip machine calls — hang up as soon as an answering machine is detected and move on. Cannot be combined with voicemail drop. Voicemail → Enable plus a recording — automatically leave your selected message when a machine answers. See Create a voicemail drop. If voicemail is off and Skip machine calls is off, calls that reach voicemail play 45 seconds of silence for carrier compliance. That is the system's fallback, not a good outcome. Pick one of the two. Hang up other calls once connected — when one line is answered by a human, drop the other lines immediately. Leave this on unless you have a specific reason; it is the difference between a person hearing you say hello and a person hearing dead air. Dial all numbers for each contact — attempt every phone number you have for a contact until one answers, instead of only the primary. Needs Phone Number 2 or 3 mapped at import. Recording Record calls — record this session's calls. Recordings appear in Logs. Don't record calls for two-party consent states — a United States option that suppresses recording when the contact is in a state that requires all parties to consent. See Call recording and consent. Notes Auto-fill notes with AI call summary — after each call, pre-fill the notes field with an AI-generated summary you can review and edit before saving. Very short calls may not generate a summary. Nothing is saved until you save it. Shortcuts in this panel Add your callback number — a backup number people can reach you on. Add Custom Disposition — create one of your own outcome labels without leaving the dialer. See Custom dispositions. A reasonable starting configuration | Setting | Value | | --- | --- | | Parallel dials | 2–3 once you are comfortable | | Call timeout | 30s | | Skip machine calls | Off, with a voicemail recording enabled instead | | Hang up other calls once connected | On | | Max dial attempts | 5 | | Auto-rotate | On, every 50 calls per day (UTC), across at least 3 numbers | | Record calls | On, with the two-party consent option on |

Choosing which number you call from

The number on the other person's screen decides whether they answer. Power Dialer gives you three ways to choose it, and they interact. The precedence order 1. Local area dialing — if it is on, it wins. The manual number selector disappears and PowerDialer picks a number per call. 2. Region based dialing — if local area dialing is off and this is on, it picks the number and takes precedence over auto-rotate. 3. Auto-rotate — used when neither of the above is on. 4. Manual selection — whatever you picked in Source phone number, used in the default rotation. Local area dialing Calls from a number whose area code matches the contact's. It is the single biggest lever on answer rate in US outbound, because an unfamiliar area code reads as a sales call before anyone picks up. - United States only. - Requires a qualifying plan — the app shows which. - You do not choose numbers by hand while it is on. Region based dialing Uses the number you own that is in the same country as the contact, or geographically closest to them. Use it when you dial internationally, or across the US without enough numbers for true local-area coverage. Auto-rotate Sticks on one of your selected numbers for N calls, then moves to the next. The scope controls the reset: - day (UTC) — resets at 00:00 UTC. The usual choice: it spreads volume evenly across numbers day by day. - session — resets each time you start a session. Good for short bursts; it means your first number carries every session's opening calls. - all time — never resets. The counter only advances when the threshold is hit, so numbers are consumed in sequence over the life of the account. Picking a threshold Carriers flag numbers on volume and on complaint rate. There is no published safe number, but the working principle is: spread your daily dials across enough numbers that no single one carries a suspicious volume, and watch what Phone health reports back. Start conservative, raise the threshold only while your spam scores stay low. Watch the stats while you choose The Source phone number selector shows, per number, the call count, connection rate and spam score — toggleable between All time and Today (UTC). A number whose connection rate has fallen while the others held steady is a number carriers have started filtering. Take it out of rotation and check Phone health. Register before you rotate Rotating unregistered numbers spreads the problem rather than solving it. If the dialer warns that an active number is not SHAKEN/STIR registered, fix that first — see Compliance centre.

Parallel dialing

Parallel dials per call places that many calls simultaneously and connects you to whichever is answered by a human first. The range is 1 to 5, capped by your plan. What actually happens 1. You press Call Next Batch. The system places N calls at the same moment. 2. Each line is watched for answering-machine detection. 3. The first human answer is bridged to you. 4. The remaining lines are hung up — if Hang up other calls once connected is on. If it is off, they keep going and you will meet them in sequence. What it costs Minutes. Every line is a call. Five parallel dials use roughly five times the minutes of one, for the same number of conversations. The dial counter on the dialer says so explicitly: parallel lines count individually. Abandon risk. When two people answer at once, one of them gets hung up on. That person now has a missed call from your number and no idea who you are. Do this often enough, at scale, and you generate complaints — which is exactly what carrier spam scoring measures. The regulatory frameworks in several jurisdictions also put limits on abandoned call rates for outbound campaigns; check what applies to you. Bandwidth. Five lines is five audio streams on your connection. See What you need to run a good session. Choosing a number | Situation | Setting | | --- | --- | | Learning the product, or a high-value list | 1 | | Normal prospecting on a warm list | 2 | | Cold list with a low expected answer rate | 3 | | Very cold, very large list, good connection, voicemail configured | 4–5 | The right answer is the lowest number that keeps you talking. If you are waiting between conversations, raise it. If you are hanging up on people who answered, lower it. Always pair it with these - Hang up other calls once connected: on. Otherwise parallel dialing turns into a queue of confused people. - A voicemail recording, or Skip machine calls. At higher parallel counts you hit far more machines; silence into all of them is wasted spend. - Enough source numbers. Five parallel dials from one phone number is a volume pattern carriers notice. See Choosing which number you call from.

One-off calls, conferences and callbacks

Not every call belongs to a session. Call a single number Make individual call opens a dialog with three ways out: - Dial Now — dial the number and nothing else. No contact is created. - Create Contact & Dial — capture First Name (required), Last Name, Address and the rest, then dial. - Save to List & Dial — the same, but the new contact is filed into a contact list you pick, or a new list you create from the dialog. Use Save to List & Dial by default. A call that leaves no contact behind leaves no history, no disposition and nothing for a report to count. The dialer must be initialised before an individual call will place. If you get "Dialer is still loading, please wait a moment and try again", give it a second and retry. Add someone to a live call Add Participant dials a third party into the current call and puts everyone into a conference. Use it to bring in a manager, a technical specialist, or a colleague who owns the account. The participant is dialed from your organisation's numbers like any other call. Callbacks Add your callback number in the dialer settings stores a backup number that people can reach you on. Set it once. Schedule a call for later Schedule Call during or after a conversation books a specific time with this contact. You can add: - With (name) and Where (location) - Notes - Add to Google Calendar — creates the event on your calendar with a link back to your scheduled calls. Everything you book appears on Scheduled calls. See Scheduled calls. Missed calls and inbound MissedCalls collects inbound calls you did not pick up, and voicemails people left you, with counts for both. You can call any of them straight back from that screen — it starts a session for you if you do not have one running.

Scheduled calls

Scheduled calls lists every callback you or your team booked, upcoming and past. Booking one From a live call or the contact card, use Schedule Call. Pick the time and optionally fill in: - With (name) — who you are meeting, if it is not the contact themselves. - Where (location). - Notes — what you promised to cover. - Add to Google Calendar — creates the event, with a link back to your scheduled calls list. Statuses | Status | Meaning | | --- | --- | | Pending | Booked, not yet made. | | Completed | The call happened. | | Failed | The call was attempted and did not complete. | | Cancelled | Called off before it happened. | You can update the status by hand, and delete a scheduled call you no longer need. Dialing from this screen Click through to dial the contact directly. If you have no session running, one is created for you — which means the usual prerequisites apply: you need source phone numbers selected in your dialer settings, and minutes available. If you see "Please select source phone numbers from dialer settings", open the dialer, pick your numbers, and come back. Filters Filter by status and date to separate today's commitments from a backlog. The list updates live as calls complete, so you do not need to refresh during a session. Making them actually happen A scheduled call is a promise with a timestamp. Two habits make them land: - Book the callback while you are still on the phone, and say the time out loud so the contact writes it down too. - Check this screen at the start of every session, before you start a fresh list. Callbacks convert far better than cold dials, and they expire.