This article will help you to understand how calls are made while running a smrtDialer Campaign. Sections include How to:

A. Access smrtDialer and Select Campaign

B. Start Dialing

C. Complete a Call

D. Use the Keypad in smrtDialer

E. Put a call on Hold (Pro feature)

F. Conference or Warm Transfer a live call (Pro feature)

G. Where the logs live


A. Access smrtDialer

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 be by default 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 filter box at the top, to narrow them by Type or Status.

Once you click on a Campaign, you will see pertinent campaign data.

  • Campaign setup

  • Whether a 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 granted permission.


B. Start Dialing

Once you are inside the campaign you'd like to dial, you can start a new dialing session by clicking the green " ▶️New Call Session" button in the upper right.

For campaigns pulled from a list in Salesforce: 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 in to run the campaign, you will be placed online but dialing will be paused.

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.

To unpause, you must click the Play ▶️ button in the upper left.

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 disposition to clear the call. Proper disposition 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 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.


Multi-agent Calling

smrtDialer Users have the possibility to start another session while one agent is running the Campaign.

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.


C. 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 Salesforce. But Call Notes & Dispositions are the same for both.

Call Notes & Setting the Disposition

In both cases, you can take your time to complete any important call notes before finishing, even if the lead has disconnected. Dialing will be paused until you complete the call.

When you finish your call within the smrtDialer Campaign, you can add a disposition directly from this screen before ending the call.

You can choose from pre-set dispositions:

  • DNC - Do not Call. This places the lead on your global DNC list. (Learn how the DNC list works within smrtDialer >>

  • 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

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 Salesforce or not.

If a lead is qualified, use the Action button marked “Push to CRM” to send the lead to your CRM list - in "People".

If a lead is not qualified, you must use the Call dispositions 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 dispositions will drop the lead 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 dispositions 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.

Salesforce List Campaign: Completing the Call

When you complete a call in a campaign built from a Salesforce list, you must mark if the lead is qualified and set the disposition.

For example, wrong numbers, disconnected numbers, and do not call requests should not be called again and those dispositions will drop the lead 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 dispositions 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.


D. 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 keypad is located in the left-hand panel of the active campaign, below the dialer(s).

You can select your keypress in two ways:

  • Click with your mouse

  • Type the keyboard numbers

The smrtPhone system will generate the appropriate tone for your selection.


E. How to Put a Call on Hold

smrtPhone Pro subscribers have access to Hold functionality.

Sometimes you need to put an active call on hold in order 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.

Once the call is connected, you get four options underneath the green connected call box:

  • Disconnect

  • Drop Voicemail

  • Hold ⏸

  • Transfer

When you select the Hold option ⏸, the person you are connected to will hear your hold music.

The green "Connected to Call" box is now labeled "On Hold"

To go back to the call, you can click the resume button ▶️ or you can terminate the call by hanging up.

How to Customize Hold Music for smrtDialer

You 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.

F. How to Conference or initiate Warm transfers

smrtPhone Pro subscribers have the ability to add another caller to a call for a conference or a transfer.

Warm transfers are used primarily for two reasons:

  • You have a hot lead 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 lead and they would like to add in someone at their request (e.g. another family member). (Conference)

Once a call is loaded up, on the left-hand side under the connected call, you see four options:

  • Terminate the call (hang up)

  • Drop voicemail

  • Put on Hold (if you're a Pro user)

  • Transfer the call 🔁

Select 🔁 Transfer the Call

A pop-up box will give you options.

You can dial an external number/contact from your Contacts app or you can call a teammate.

It also allows you to 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.

Then you click "Start Transfer"

Assuming you stay on the call, when the new addition connects, you can make the introduction and explain the situation while keeping the original call on hold. You can then "unhold" at any time to connect all parties.

When you are ready to leave, you can Complete the Transfer. The two other parties will stay together and you will leave the call.

If the 3rd party you were trying to bring in did not answer or you got their voicemail, you can cancel the transfer from this dialogue box as well.


F. Where the logs live

After completing and closing the session, you can see all your activity within the smrtPhone, when you see the Campaign's details.

Of curse, this information is available for you on your Salesforce page too, in People.

Here, you will have the information about the call and also the recording.


You can also check some additional information regarding the smrtPhone system:

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