Calling lists & routing
The dialler has two complementary pieces:
- Calling lists — named batches of project contacts for preview dialing
- Call routing — which trunk and caller ID (outbound) or agent extension (inbound) to use
Configure both under Dialler → Configuration. Lists do not require a spinner.
Calling lists
Section titled “Calling lists”A calling list ties a project to optional trunk and a data table of contacts. Starting a list marks it active for the team — agents dial from My leads on the agent desk.
Create a list
Section titled “Create a list”- Dialler → Agent desk → New list
- Pick project and optional outbound trunk
- Start when agents are online
Success
Section titled “Success”- List shows running status
- Agents dial leads; routing applies trunk + CLI from Configuration
- Wrap-up dispositions appear in Call records
Call routing
Section titled “Call routing”Under Dialler → Configuration → Call routes.
Outbound
Section titled “Outbound”Match dial patterns (e.g. +91*) to a trunk and caller ID. Used by click-to-dial and agent desk outbound.
Inbound
Section titled “Inbound”Match DIDs to agent extensions. When the PBX (or Simulate inbound in Configuration) delivers a call, the matching agent sees the call floater.
Setup checklist
Section titled “Setup checklist”- Configuration — provider, trunk, DIDs, routes
- Manage users — agent extension (+ optional trunk)
- Agent goes Online in the header
- Test outbound (Dial on a lead) or inbound (Simulate inbound)
Common problems
Section titled “Common problems”| Symptom | Fix |
|---|---|
| Start failed | Add trunk or outbound route in Configuration |
| No floater on inbound | Inbound route + agent Available + matching extension |
| Wrong CLI | Edit outbound route or default DID on trunk |