This guide is a comprehensive overview for agents who are running power dialing campaigns synced with their CRM.
Access smrtDialer and Find Campaigns
To use smrtDialer, you must have been granted permission and given access to an individual campaign. smrtDialer is only accessible via the smrtPhone web application: https://phone.smrt.studio/
Access smrtDialer through the dialer icon (📞) in the left-hand menu of the smrtPhone Dashboard. You will default send into the Campaigns submenu, and you can see all of the campaigns to which you have access.
If your list of accessible campaigns is long, you can:
Use the pagination at the bottom to scan through screen by screen
Increase the number of visible records to see more items per page using the drop-down at the bottom
Filter the results using the blue filter widget at the top to narrow by type or status.
Once you click on a campaign, you will see pertinent campaign data.
Whether the campaign has been called previously
How many calls have been made against the campaign
As a user, you will not have access to Campaign Settings without customized permissions.
Once you are inside the campaign you'd like to dial, you can start a new dialing session by clicking the blue ▶️New Call Session button in the middle right.
💥For campaigns pulled from a list in CRM: If you have not dialed this campaign in a while, we recommend re-syncing contacts from your CRM to make sure any updates/additions to the list are incorporated. If you are confident in your list, you can simply move ahead with Run the Campaign.
Once you click to run the campaign, you will be placed online, but dialing will be paused. You need to click the green Start button.
Learn more about:
Under the Settings menu at the top, you can toggle on/off Auto-Resume Calling which will set whether you'd like a continuous calling - where the next call will dial as soon as the first is completed - or if you'd like to manually push the calls.
Read more about:
To unpause, you must click the Start Calling ▶️ button in the upper right.
You will see the lines begin to dial.
When a call connects, the information for the lead will populate the screen. You can address the call, take notes, and complete the call when you are ready.
Once a call is completed, you must select the proper actions and call statuses to clear the call. Proper call status tracking is extremely important to make smrtDialer work most efficiently for you.
With Auto-Resume Calling OFF, you must now unpause dialing again. If it is ON, as soon as the first call is completed, dialing will begin again.
If a second line is connected at the same time as your first, it will be labeled as Callback pushed. When you are ready to unpause dialing again, that callback number will be the first to be dialed.
smrtDialer Users have the option to join in calling a campaign that another agent is actively working. You simply access the smrtDialer Campaigns, and you can start another session, while an agent is running the same campaign.
The calls will be distributed, you will not call the same leads at the same time. All the features/configurations of the Campaign will remain the same. Also, you can still use the same Caller ID(s)/Number Pool.
How to Complete a Call
Completing a call is slightly different between a campaign built from an Excel Upload and one built from a list pulled from your CRM. But Call Notes & Call Statuses are the same for both.
Call Notes & Setting the Call Statuses
In both cases, you can take your time to complete any important call notes before finishing, even if the prospect has disconnected. Dialing will be paused until you complete the call.
When you finish your call within the smrtDialer Campaign, you can add a call status directly from this screen before ending the call.
You can choose from pre-set call statuses:
DNC - Do Not Call. This places the lead on your global DNC list.
Converted - a contact that is qualified for the next step in your process.
Callback - the dialer will keep this contact in your list and cycle to their number again.
Voicemail - your call reached the contact’s voicemail
Not interested - the person is not interested in your offer. Depending on your smrtDialer filters they could be called again on the second run or dropped out of this dialing campaign (skipped)
Wrong Number - the person you seek is no longer the owner of the number
Also, some of the currently integrated CRM users can customize their smrtDialer Call Statuses.
Learn how to do this customization with the help of this article here: Custom Status Filters for smrtDialer ⇢
Excel List Campaign: Completing the Call
When you complete a call in a campaign built from an uploaded spreadsheet, you must choose whether the lead gets pushed to CRM or not.
If a lead is qualified, use the Action button marked Push to CRM to send the prospect to your CRM leads list and convert the status as you configured it.
If a lead is not qualified, you must use the Call Statuses to determine if the lead stays in the campaign to be called again or if it is dropped out.
For example, wrong numbers, disconnected numbers, and do not call requests should not be called again and those Call Statuses will drop the prospect out of the campaign permanently. DNC will also add the person to a global DNC list disabling the ability for anyone in your company to dial them again.
Other call statuses such as busy or no answer can be set and keep the prospect in the campaign.
To lock in your choices and continue dialing, you must press the Complete Call button. If Auto-Resume is ON, hitting the Complete Call button will trigger the dialing to continue again.
Learn more about Creating an Excel-based Campaign ⇢
CRM-based List Campaign: Completing the Call
When you complete a call in a campaign built from a CRM list, you must mark if the lead is qualified and set the call statuses.
For example, wrong numbers, disconnected numbers, and do not call requests should not be called again and those call statuses will drop the prospect out of the campaign permanently. DNC will also add the person to a global DNC list disabling the ability for anyone in your company to dial them again.
Other call statuses, such as busy or no answer, can be set and keep the lead in the campaign.
To lock in your choices and continue dialing, you must press the Complete Call button. If Auto-Resume is ON, hitting the "Complete Call" button will trigger the dialing to continue again.
Learn more about Creating a CRM-based Campaign ⇢
Manually change the Call Status for your Leads
With enough permissions in using smrtDialer, you can change the final Lead Status, if your agents misclicked or set a wrong one. It's an easy change that can be done manually.
Head to Campaign > Imported Lead > Lead of your interest > Basic Details and manually change the Lead Status. In an Excel Based Campaign, you can even delete the Lead.
Using the keypad in smrtDialer
When using smrtDialer and you encounter a lead's IVR/phone menu, you can open the keypad to dial, using your mouse to press the buttons.
The smrtPhone system will generate the appropriate tone for your selection.
Learn more about Using the Keypad in smrtDialer ⇢
How to Put a Call on Hold
Sometimes you need to put an active call on hold to locate someone or find information. Placing a caller on hold means that neither you nor the caller will be able to hear each other.
This button is placed once again on the Action Bar of the Lead Window.
Learn more about Putting a call on hold in smrtDialer ⇢
How to Customize Hold Music for smrtDialer
The Account Owner or a User with customized permissions can set the specific hold music to be used in the Campaign Setup.
Go to smrtDialer - > Campaigns - > Settings - > Media - > Hold Music. On the newly opened page, you will have the option to either select one of our default sounds or select one from your Media Manager.
How to Conference or Warm Transfer (Pro Feature)
smrtPhone Pro subscribers can add another caller to a call for a conference or a transfer.
Warm transfers are used primarily for two reasons:
You have a hot prospect on the line and you'd like to bring another agent from your team in to take over the call. (Warm hand-off)
You have a call with a hot prospect and they would like to add in someone at their request (e.g. another family member). (Conference)
How to Initiate a Warm Transfer in smrtDialer
Once a call is loaded up, on the left-hand side under the connected call, you can see all the options, among which is the Transfer Call Option. Once you click on it, a pop-up box will give you options for transfer: to a number or to a team member.
Before starting the transfer you also can complete the transfer on answer (cold transfer) if you check the box. If you don't check it, you will stay on the line and can make an introduction.
Learn more about Conferencing and Warm Transfers in smrtDialer (Pro feature) ⇢
Where the Logs Live in your CRM
After completing and closing the session, you can see all your activity within the smrtPhone, when you see the Campaign's details.
Access Total Calls and there you can also find Recordings.
Of course, this information is available for you on your CRM:
You will find information about both the call and the recording if the case.