Frequently Asked Dialer Questions
Q) What's the difference between the Click-To-Call & the VIOP Preview/Inbound Dialer?
A) Our base plan comes with a click to call dialer, call recording, call queues, area code recognition and caller ID settings. You simply click on the number you want to call and it will launch the call. If you choose to upgrade to the Preview/Inbound dialer, you'll be able to launch Call Queue campaigns that will roll through the lists, also giving you the option to skip any people in the list you don't want to call yet, do voice mail drop, receive voice mail and see your missed calls, and more. With the inbound dialer, you can receive calls & set voice message greetings. Inbound numbers can be purchased for $2/mo/line for local #s, $3/mo/line for 800#s, or they can be existing numbers that you will port over to our system (that process can take 2-3 weeks). See the How To videos to create the appropriate settings for all of these options.
Q) Which browsers does the dialer work on?
A) Chrome and Firefox. Please note that Safari is not able to be used with the dialer.
Q) I don't see the numbers as being hyperlinked for click-to-call purposes. How do I get the dialer to work?
A) If you're in the trial period, you won't have access to the phone system. If you're an active account holder, check Settings> Phone Settings & Call Queues. Make sure that "Click To Call" is enabled. If it's not, please check that box and submit the settings. If it is and you can't make a call, please submit a ticket to tech support.
Q) Click to Call isn't working. The numbers are hyperlinked, but don't launch the call. What do I need to do?
A) Double check that you're using Chrome or Firefox. Do you also have another VOIP, Softphone or Skype type application enabled? If so, you'll have to disable that application in order for our dialer to be the preferred dialer for your computer.
Q) My call quality isn't great. What can I do?
A) The most frequent issue is your headset. While you can use any microphone/speaker device you want, we recommend using a USB headset. Sometimes the headphones with non-stable microphone positions make the sound cut in and out.
If that doesn't fix it, try a different browser (Note Safari it doesn't work-recommended browsers are Chrome & Firefox. Other than Safari, the browser shouldn't matter but the sound does go through the browser and you might have a ton of plugins or something that's slowing it down)
Twilio has a speed test you can check: [https://networktest.twilio.com/]
Test your computer's microphone. You'll have to Google that since it'll be specific to your computer's settings, but here's a link to get you started: [https://www.google.com/search?q=test+microphone+on+computer&oq=...]
It also may be the speed of your internet connection. Go to your internet provider's website to do a speed test.
Q) How do I do a 3 way call/ merge calls?
A) Call the first number. Put that person on HOLD. It will confirm that they're on hold even though it will otherwise look like the call is not active. Click "Dial A Number" to dial the next phone #. Once that person answers, hit merge and the calls will be merged.
If one person (other than you) hangs up, the call will still be active.
Q) Where do the call recordings go?
A) After the call is completed, the recording will go to the Call Recordings tab of the associated lead/client. This may take a few minutes to process the audio.
Q) I don't see the recording in Files after a call. Why isn't it there?
A) This could be for 2 reasons...
1) The number you called wasn't listed in the lead/client Information tab. If the lead or client gives you an alternate number to call them at, you have to add it into their Phone or Cell Phone field in Information before calling to have the call saved. If you dial a number that's not in the system, the call will not be saved. 2) Time. You haven't given the system enough time to process the audio and add the mp3 file to the Files tab. Give it a few minutes, refresh the page and see if it's there.
Q) Do you have area code recognition?
A) Yes, you can set your Caller IDs for existing numbers or purchased inbound numbers to display for specific area codes.
For example, if you're calling people in the New York and California areas, and you have a (212) phone # and a (323) #, you can set your caller IDs to use the (212) # whenever you're calling (917), (646), (212), etc. You can set the (323) to be the caller ID for the CA #s such as (323), (213), etc. See the full instructional on Area Code & Caller ID here: Link
Q) How do I set my SMS Caller ID?
A) Settings > Phone Dialer and Call Queue Lists > Inbound Numbers > Edit as needed to set.
Note that this feature is only available on the VOIP plan with purchased phone numbers as per the FCC, SMS numbers cannot be masked and messages must be generated from within the provider (aka, a purchased number in Radius). You still have the option to have SMS replies go directly to your cell phone (Account> My Info> add your cell # and then go to the Notifications tab to enable).
Q) Does the dialer work internationally?
A) The dialer & SMS features are currently available for the USA, UK & Canada. The default in Radius is for the US. If you're in the UK or Canada, you can call/text domestically if we set you up as an international user. If you are in another country, please create a ticket in Discussions to see if we can create a country specific profile for you. If you are working from another country, your account will still be able to dial out to your leads and clients because the country codes will match (so a person in Thailand with a US account can still dial to a US lead/client phone number).
Q) I'm having trouble verifying an Inbound Number that I've purchased on my VOIP plan. I hit Verify, but the call goes straight to voice mail. What am I doing wrong?
A) Click on the dialer button at the top of your Radius account first to launch the dialer. Then go back to the Settings> Phone Dialer> Caller ID to verify the call. You have to be in the dialer so you can answer the phone call Twilio makes to that number.
Q) How do I get my SMS messages to show my Caller ID?
A) Text Message Spoofing isn't allowed by FTC Regulation, also we can't piggy back of of your Cell Phone Number to send from...There is on main number for Radius that all SMS/Text Messages come from.
There is one alternative, which is if you are on a Radius VoIP Plan, you can purchase a local phone number which can act as the phone number for messages sent from your account.
While you send from a main number, SMS/Text Replies can go back to your Cell Phone if you have the information entered into your Account Profile (Account> My Info> Cell Phone in the Cell Phone Field; Notifications- check the box for "SMS replies to Cell Phone"). Also, when the SMS message is sent, regardless of the phone number it's coming from, it will type FROM #AGENTNAME#