Outreach Dialer Overview

Purpose:

The purpose of this article is to provide an overview to Outreach users of the New Outreach Calling Experience.

Intended Audience:

Outreach Users

Notes:

For the purposes of this article, the Outreach Dialer is presented in the Outreach Platform. The Dialer experience is the same for Users operating from Outreach Everywhere except for repositioning the Dialer.
Users are encouraged to submit feedback via the feedback link in the Call Log form as applicable.

Outreach Dialer Overview:

The Outreach Dialer provides Users the ability to efficiently manage calls and includes features such as: logging a call during a conversation, adding an additional participant to an active call, and surfacing notifications to alert Users to call quality and connection issues.

Answering the Call:

Users receiving phone calls through the Platform will be notified by a incoming call icon.

Click the green phone icon to answer, red to decline.

Accessing the Dialer:

Users can access the dialer from the Outreach Platform, or Outreach Everywhere, by clicking the phone icon in the top of the tool bar.

Additionally, Users can click a Prospect’s decorated phone number to launch the dialer.

Note: Accessing the dialer in Outreach Everywhere pins the dialer to the Outreach Everywhere panel, preventing Users from moving the dialer around; however, the Dialer can be expanded to log calls if the call is not part of a task. If the call is part of a task, you will see the call log view from task flow. Additionally If the Outreach Everywhere window is expanded beyond its standard size, the dialer will become undocked and allow you to drag it again.

Dialer Layout:

The Outreach Dialer is a free-floating window, providing Users the ability to click and drag the dialer to a desirable location within the browser environment.

Users can view their phone number in the upper left corner of the dialer. This is especially useful for Orgs utilizing Outreach Voice’s Local Dial feature, where the number changes with every call.

Note: For more information regarding Local Dial, refer to the Managing Your Outreach Phone Numbers article.

Clicking the phone number copies the number to the computer’s clipboard for ease of sharing.

Users can click to add a party to an active call, or transfer an active call by clicking the Add Call icon (plus symbol).

The Dialer displays connected parties in the top left corner of the Dialer.

The Dialer provides access to audio functionality and settings by clicking the mute-microphone icon (crossed-out microphone) to mute, or clicking the audio settings icon (headphones) to access call audio settings such as adjusting gain, or changing devices.

Note: The Audio settings option is unavailable for calls made with a User’s personal device.

Users can click to log a call manually while on an active call by clicking the call log icon (notepad). Call logs also surface automatically after a call has been completed.

Note: For more information regarding logging a call, refer to the How To Initiate and Log a Call article.

In the center of the dialer, Users can view a Prospect’s profile by clicking on the Prospect’s name in the dialer.

For more information regarding Prospect Profiles, refer to the Prospect Profile Overview article.

The dialer toolbar below the Prospect information provides users with the ability to view call duration in seconds, place a call on hold, access the dialer keypad, and start or stop call recording as applicable.

Note: Access to the dialer keypad is unavailable for calls made with personal devices.

Placing calls on hold initiates hold music for all connected parties until the call is reconnected (un-paused).

Note: Users can start or stop call recording anytime during the call by clicking the record icon. For more information regarding recording calls, refer to the Call Recording Laws and Regulations: US and International article.

A Note About Call Alerts:

Outreach surfaces call alerts in the dialer to notify users of network or hardware-related issues that could be interfering with calls.

Call alerts are classified into two main categories:

Network
Hardware

Network Alerts:

To ensure the highest quality calls possible using Outreach Voice, Users must consider several factors such as system performance and network configuration. Common network-related symptoms are often high latency, packet loss, jitter, and can typically be resolved by resetting the network connection, or moving to a physical connection if applicable.

For more information regarding network requirements, or how to troubleshoot call connection issues, refer to the applicable articles listed in the Additional Resources section in this article.

Hardware Alerts:

To ensure the highest quality calls possible using Outreach Voice, Users must consider several factors such as system hardware performance and configuration, as well as the peripheral devices (third-party hardware such as headsets and microphones) being used. Common hardware-related symptoms such as line static, intermittent audio, and echo can typically be resolved by trying another, known-good, hardware device as applicable.

For more information regarding hardware requirements, or how to troubleshoot call quality issues, refer to the applicable articles in the Additional Resources section in this article.