Multi-line dialer

Multi-Line DialerRing up to three contacts at once and get connected to whoever picks up first, so your team spends less time listening to phones ring.Overview

Most outbound calls are never answered, so your team spends the day listening to phones ring. The multi-line dialer calls up to three contacts at the same time and connects you to the first person who picks up.

You build a call list once, press start, and keep talking.

Private Beta

The multi-line dialer is in private beta. If you do not see it in your account, please reach out to support.

Table of Contents1How it works2Before you start3Turn on multi-line dialing4Set up the callback message5Add contacts to your call list6Start dialing7What the call list shows8Frequently asked questions1

How it works

• You choose how many contacts to ring at the same time: 1, 2 or 3.
• The dialer calls that many contacts at once and connects you to the first person who answers.
• The other calls stop as soon as someone answers.

Edge CaseTwo people answer at once

The second person hears your callback message and moves to the top of your list, so they are the next person you call.

Edge CaseA phone rang and then stopped

That contact waits 15 minutes before the dialer tries them again. If it happens to the same contact twice, the dialer calls them on their own next time, so they do not keep getting missed calls.

2

Before you start

Admin enables it, an admin turns multi-line dialing on for the account. It is off until then.Callback message is ready, set it up before your team starts dialing. It is what a second person hears when they answer a moment too late.Phone numbers, calls go out on your Open Doors phone numbers and follow your usual outbound number settings.Contacts need a phone number, contacts without one are skipped.Setup GuideFrom switched off to dialing in four stepsTurn it on, record your callback message, build a call list, and press start.3

Turn on multi-line dialing

1. Go to Settings → Phone System.
2. Select the Voice tab.
3. Under Other Settings, select Outbound Calls.
4. Turn on the Multi-line dialing switch.

Good to Know

Each person on your team then picks how many lines they want to use in their own dialer. Turning this off puts everyone back to one call at a time.

4

Set up the callback message

This message plays to anyone who answers while you are already talking to someone else. It tells them you will call back, and the dialer keeps that promise by calling them next.

You have two options under Callback message:

Option	How it works
Text	Write what you want callers to hear, up to 500 characters, then pick a Voice. The phone system reads it out on the call. Only English is supported for now.
Upload audio	Upload your own recording instead.

Select Save changes when you are done. A message you change does not affect calls that are already ringing.

Pro Tip

Keep it short and say who you are. For example: "Hi, this is Acme Marketing. Sorry we missed you just now. We'll call you back shortly, or you can reach us anytime at (205) 555-0147. Thank you!"

Important

Your business is responsible for following the calling laws where your contacts live.

5

Add contacts to your call list

You can build your call list from Contacts or from Opportunities. Either way the contacts are added in the order they appear in your list, and you can add more at any time, including while you are dialing.

Option AFrom Contacts

1. Go to Contacts.
2. Select the contacts you want to call. Filter or search first if you want a specific group.
3. Select More → Call.

Option BFrom Opportunities

1. Go to Opportunities.
2. Switch to the list view using the list icon at the top right. The board view does not have a Call action.
3. Select the opportunities you want to call.
4. Select Call in the bar that appears.

Note

Opportunities are called on their primary contact's phone number. An opportunity whose contact has no phone number is skipped.

6

Start dialing

1. Open the dialer with the phone icon in the top bar.
2. Select the Call list tab. The badge shows how many contacts are waiting for you.
3. Under Ring at once, choose 1 contact, 2 contacts or 3 contacts.
4. Select Start dialing.

You're All Set

When a call ends, pick a disposition and the dialer moves on to the next contacts on its own. You can change how many contacts to ring at once between rounds.

7

What the call list shows

Element	What it means
Next	The contacts the dialer will call, in order. The top rows are always the next calls.
Waiting	Contacts the dialer cannot call right now. Each row says why and when they become available, for example "Quiet hours, opens in 4h 15m". They rejoin the end of Next on their own.
Hover a contact	Call that person on their own straight away, or remove them from the list.
Clear	Empties the whole list. The contacts themselves are not changed.

Heads up

If you close the dialer in the middle of a session, the list pauses and tells you so. Select Start dialing to pick up where you left off.

8

Frequently asked questions

Q: What happens to the other calls when someone answers?They stop straight away, so nobody else is left waiting on the line. A contact whose phone had already started ringing waits 15 minutes before the dialer tries again.Q: What if two people answer at the same time?You are connected to the first one. The second person hears your callback message and goes to the top of your call list, so they are the next person you call.Q: Why is a contact in the Waiting section?Either it is quiet hours where that contact lives, or their phone rang recently and they are in the 15 minute wait. The row tells you which, and when they will be ready. You can still call them straight away from the row if you need to.Q: Can each person on my team use a different number of lines?Yes. The admin setting decides whether multi-line dialing is available. Each person then chooses 1, 2 or 3 in their own dialer, and can change it between rounds.Q: Do I have to use three lines?No. Start with 1 or 2 if you are new to it. More lines reach more people per hour, but they also mean more contacts hear the callback message instead of you.Q: Can I add contacts while I am already dialing?Yes. Add more from Contacts or Opportunities at any time. They join the call list in the order they appear in your selection.Q: What happens if I close the dialer mid-session?The call list pauses and tells you so. Select Start dialing again to pick up where you left off.Tell Us How We Did

The multi-line dialer is new and we are still improving it. If something did not work the way you expected, tell our support team and your feedback reaches the product team.