How To Make and Log Phone Calls with the Outreach Dialer

Objective

Place a call using the native Outreach Dialer, and then log that call activity.

The Outreach Dialer provides a streamlined way for Outreach Users to start logging a call during any active Outreach call. 

Applies To

• Outreach Users

Procedures

Calling from the Prospect Profile

1. In the Outreach Platform, do either of the following:
   • Access the Prospect's Profile and click to dial the applicable number. (Outreach application only.)
   • Click the phone icon in the Outreach menu bar and input the applicable number to dial. (Outreach application or Outreach Everywhere extension.)
2. Click Call.
3. Click to confirm or decline the two-party recording notification as applicable.
   Note: Recording can be initiated or paused at anytime during the duration of the call. For more information regarding recording calls, refer to the Call Recording Laws & Regulations: US and International article. 
4. Complete the call as applicable as described in the table below.

Note: Users engaged in multiple calls can use the left and right arrows to scroll through the calls.

Calling from the Tasks page

1. In the Outreach Platform, access the Tasks section from the right panel.
2. [OPTIONAL] Add the filter Type is Call to filter only call tasks
3. Click on a call task from the available tasks. Click on the phone icon to open the task.
4. From the opened task page on the right side, click the prospect's phone number to initiate the call. 
5. Click to confirm or decline the two-party recording notification as applicable.
   Note: Recording can be initiated or paused at anytime during the duration of the call. For more information regarding recording calls, refer to the Call Recording Laws & Regulations: US and International article. 
6. Complete the call as applicable as described in the table below.

Note:

• Users engaged in multiple calls can use the left and right arrows to scroll through the calls.
• For calls made as part of a call task, the call log form will always show as part of the task, and the button will be disabled.

Logging Calls

To update call logs after a call has completed

1. Click the Call icon (phone) in the navigation sidebar.
2. Select the applicable call.
3. Click the ... menu.
4. Select Log Call from the dropdown.

To manually log a call

1. Click the Call icon (phone) in the navigation sidebar.
2. Click Log call in the top right.
3. Fill in the required fields.
4. Click Submit.
   *Note - when you manually log a call, you cannot choose a past date & time. The call log will create with the current date & time after you click the 'Submit' button. We recommend added more details and the call date/time in the Call notes of the call log.

To log a call while it is active

1. Click the Call Log icon (notepad).
2. Complete the log as applicable. 

Call Log Options

• Call Tasks are not counted as completed unless a disposition has been assigned.
• Call log date and time will follow the computer time zone for the person who is viewing the platform.
  (Example: If a manager is reviewing calls for a rep, the date and time will show the information in the manager's time zone.)
• Only calls that connected to a callee or their voicemail will show a call duration.
• If an outbound call is made from a phone directly (not using the dialer), a call log is not automatically created. This ensures that if you want to use the same phone for other purposes (e.g., personal calls), those calls won't populate in your Outreach database.

Assigning a Prospect

• In the event that your phone call is not automatically associated with a Prospect, either because Outreach does not have a record associated with the number dialed, or because the number exists on multiple records, you are able to assign a Prospect using the Associate Prospect field. 
• If the number does not already exist on that Prospect’s record, Outreach will add the phone number automatically to their Profile as “Other.” 
• Multiple Matches: When calling a number that exists on more than one record, duplicate number, Multiple Matches will show on the dialer instead of the prospect name. When logging the call, the user have to select which prospect this number is associated with. Failing to do so will not associate the call with the prospect and might cause sync issues.

Assigning an Opportunity

If the Prospect has an opportunity assigned, you can view, and make changes to the opportunity through the associate opportunity field. 

Call Duration

Outreach begins the call duration timer when you initiate the phone call (i.e., click the Call button in the Dialer). However, call duration will only display in logs for calls that actually connect to the call recipient (Prospect) or their voicemail, and this duration will be inclusive of the time between starting the call and connecting.

Calls that do not result in a connection will not display a duration in your Call List View.

Best Practices

• Users are encouraged to submit feedback via the feedback link in the Call Log form as applicable.
• Using imported number lists is not a recommended practice due to risk of outgoing calls to Prospects being registered as spam.

Additional Information

• Using the Outreach Call List View
• Outreach Dialer Overview
• Call Recording Laws & Regulations: US and International
• Outreach & HIPAA Compliance