Once you've activated your account, follow these steps to set up your dialer. The dialer is not available during the trial.
The Radius VOIP dialer is a powerful phone system that will help streamline your business while keeping you compliant with call recording requirements & much more. We have separate training on how to use the dialer, but let’s focus first on setting up the phone system.
Decide if you want to port over an existing business number that you use or if you want to purchase a number through the system. For porting, message us on the help app, just type the word “Port” and full instructions will be given to you. Note that you will need to keep your current carrier until the port is completed, which takes approximately 5-10 business days.
Firefox or Edge are the recommended browsers for optimal dialing experience.
Step 1: Activate The Dialer
Go to Settings> Phone Dialer> Edit.
On the first tab, enable Click to Call and Call Recording. Save.
Step 2: Create any voice messages & recordings
Go to the Greetings & Recordings Tab
Either Call to Record, upload a mp3 or use Text To Speech.
Once the voice message is in the system, edit the recording.
Name it something specific like “Company Voicemail” or “Danielle’s Voicemail.” If it’s just a voicemail greeting, do not check the voicemail drop nor the playable recordings options. Save.
Optional: Record or upload a voicemail drop for leaving pre-recorded messages if you don’t reach a person (Example: “This is Danielle, your agent from Best Insurance Ever calling to schedule your annual review.”)
Edit the recording to name it clearly. (Example: Annual Review_Danielle)
Check the box for Include In Voicemail Drop List.
Set it to all users or a specific user.
Save.
Optional: Record or upload a playable disclaimer. (Example “This call is being recorded.” Or “We do not cover all plans available in your area…”)
Edit the recording to name it clearly. (Example: CMS Disclaimer_All Users)
Check the box for Include In Playable Disclaimers List.
Set it to all users or a specific user.
Save.
Step 3: Set up Ring Groups (Optional)
If you want to have multiple people answer one phone number, go to the RING GROUPS tab. Create the ring group by giving it a name and hitting Add.
Set the users who will be part of the ring group. You can also add an external number like a cell phone or answering service. If you have multiple ring groups, you can set an optional secondary ring group here. For instance, if you want to have your main agents rung first, but if they’re not available, it goes to the receptionist.
Save.
Step 4: Set up Phone Numbers
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Go to the Phone Numbers tab.
Search by either area code, region, “contains” or toll free to purchase phone numbers. These numbers are hosted by Twilio and scrubbed and released daily. Local lines are $2/mo and toll free are $3/mo. Note that the FCC no longer allows the use of toll free numbers for texting so consider that when selecting business phone numbers.
Once you’ve purchased (or ported) a number, you can set it up by clicking on the blue options button.
Name the number for internal reference (Example “Chicago Office” or “Main Office”)
Set the number to be answered by All Users, a specific User or a Ring Group.
Choose who will have access to the voicemail recordings. You can have it ring to just one person, but have multiple people checking the voice messages for that number.
Set the Welcome message if needed (this could be an IVR message like “Press 1 for This Person, Press 2 for That Person" or “This call will be recorded. Transferring to an agent now.”)
Set the Voicemail message
If you want to receive mp3s of your voice messages in your email, add your email address here. You can add as many email addresses as you want, separated by commas.
If the phone number is assigned to a single user, they can choose to use Call Forwarding when away from their computer. Enter the number to forward to here. Note that if you’re using a Ring Group or All Users, this is not available since it would let people steal all the calls! So if you need multiple people to answer, but want it to ring to your cell as well, use a ring group with an external number.
Determine if you want this phone number to be your SMS caller ID. We recommend that you do choose 1 purchased phone number to be the account level default SMS. You cannot use your cell phone’s caller ID for SMS as there are regulations against that. The SMS caller ID has to originate with the system.
Step 5: Assigning numbers to specific users (Optional)
Once you’ve set up the phone number, go to the Caller ID tab. Make the number(s) public. This is not public in the wider sense of the word, but in our system, it means that the number is allowed to be used as the caller ID for all users in the system.
Go to Account (upper right corner)> Manage Users> Edit the user. Go to their Caller ID tab and hit Set As Caller ID. You can also set their SMS caller ID. Save all changes. We recommend checking that their active caller ID is also their phone number in their My Information page. That phone number will be used in email and text templates, so it’s good to keep it consistent.
Step 6: Set up Call Queues
In Settings> Phone Dialer, you can create call queues to keep your call lists organized. Simply name it, select the user/users you want to have maintaining those call lists and Add.
Step 7: Add to the Phone Book
This is an account level phone book so your team can easily loop in carriers and other frequently-called 3rd parties into client calls. Add the name and phone number here. Each user can also add their own frequently-called numbers in their Account> My Information> Phone Book.
Step 8: After Hours (Optional)
If you want to have an answering service or someone else answer the calls at certain times, create the schedule in the After Hours tab. Add a schedule, set the day/time frames and set the number that it should call. Save.
TROUBLE SHOOTING IN ADVANCE:
Make your life easier by remembering these 2 things. And shout this from the mountaintop at your office! If your team uses the CRM, they need to know this.
*Do NOT enter your cell phone or other users cell phones as a test record. Why? If you have SMS replies going to your cell phone as the agent and you have a lead/client who you’re testing with using the same phone number, your cell carrier is going to think you’re a spammer and freeze you out. Don’t do it.
*Do not have Zoom open when using the dialer. Zoom always tries to take over the microphone and the audio may flip over to Zoom while you’re on a call, interrupting the call quality.
FAQ:
Click HERE for frequently asked questions.