Setup
Before you can make or receive calls, your account needs to be registered in the telephony system. This is a one-time step that happens automatically.Make your first outbound call to a borrower
To register your account, simply make an outbound call to any borrower through Command. The system automatically creates secure credentials for your account in the background — no manual configuration or forms required.
Your credentials are ready
Once the call is initiated (whether it connects or not), your telephony credentials are provisioned and linked to your Command account. You are now fully registered in the dialer system.
Registration is fully automatic — you don’t need to contact support or configure anything manually. Just make your first call and the system handles the rest.
Prerequisites Checklist
Before making your first call, confirm all of the following:| Requirement | How to Check |
|---|---|
| Account registered in telephony system | Make your first outbound call — this triggers automatic registration |
| Agent status set to Available | Green dot visible on the Call icon in the navigation bar |
| Browser microphone permission granted | No browser permission prompt appears when opening the dialer |
| Browser sound permission set to Allowed | Go to browser Site Settings for the Command domain → set Sound to Allowed (not Automatic) |
| Microphone and speakers connected | Your browser uses your system’s default audio devices |
| Stable internet connection | Ping < 150 ms, no packet loss — wired connection strongly recommended |
Manual Dialing
Manual dialing is how you place a one-off call to a specific borrower. You search for them inside the dialer, pick their number, and initiate the call yourself.Check the dot on the Call icon
Look at the Call icon at the top of the screen. The dot must be green before you can make a call. If it’s not green, click the icon to toggle your status to Available.
Search for the borrower
Type the borrower’s name, account number, or phone number in the search bar. Matching results appear as you type.
Select the borrower and pick a number
Click the correct borrower from the results. Their phone number(s) are shown. If they have multiple numbers on file, select the one you want to call.
Choose your from number and gateway
Before confirming the call, select which from number to display as your caller ID and which gateway to route the call through. Your audio input and output use your browser’s default microphone and speaker — no additional settings needed.
Click 'Call'
Press the green Call button. The call connects through your browser. You’ll hear a ringing tone once the call is routing.
Campaign Mode
Campaign Mode is built for high-volume outreach. Instead of dialing one borrower at a time, you select a batch of deals, configure a campaign, and the system handles dialing automatically — connecting answered calls to available agents. Command supports two campaign dialing strategies: Power Dialer and Predictive Dialer. Both are available within Campaign Mode and serve different use cases depending on your team size and the type of outreach you’re running.Power Dialer
Dials one number at a time per agent. As soon as an agent finishes a call and submits the interaction log, the system immediately dials the next borrower for them. Agents are never left waiting — but the system never places more calls than there are available agents.Best for: Smaller teams, high-value accounts, or campaigns where every conversation matters and dropped calls are not acceptable.
Predictive Dialer
Dials multiple numbers simultaneously based on a configurable dial speed multiplier. The system predicts agent availability and places more calls than there are agents, dropping unanswered calls and connecting only live answers to free agents.Best for: Large teams running high-volume campaigns where maximizing agent talk time is the priority.
| Power Dialer | Predictive Dialer | |
|---|---|---|
| Calls per agent | 1 at a time | Multiple (dial speed × agents) |
| Dropped calls | None | Possible at high dial speeds |
| Agent idle time | Minimal | Near-zero |
| Best team size | Any | 5+ agents recommended |
| Dial speed setting | Not applicable | Required |
How Campaign Calling Works
Step 1: Create a User Group
Before running your first campaign, you need a User Group. User Groups define which agents will receive calls from a campaign. Connected calls are routed only to agents who belong to the assigned group.Create a new group
Click Create User Group and give it a descriptive name — for example, “Collections Team A” or “Morning Shift Agents”.
Add agents to the group
Select the agents who should receive calls when this group is assigned to a campaign.
Step 2: Select Deals and Launch a Campaign
Select your deals
Choose the deals to include:
- Filter: Use the filter bar to narrow deals by stage, lender, date, balance, or any other criteria. Ideal for large-scale campaigns targeting a specific segment.
- Manual select: Use the checkboxes to hand-pick individual deals for more targeted campaigns.
Select 'Human Call'
A dialog appears with call type options. Select Human Call — this routes answered calls to live agents.
Configure the campaign
Fill in the campaign settings:
| Setting | Description |
|---|---|
| Campaign Name | A descriptive name (e.g., “Feb Overdue 30+ Days”) |
| Dialer | Select Power Dialer (one call per agent at a time) or Predictive Dialer (multiple simultaneous calls per agent) |
| Gateway | Auto-selected based on the dialer you choose |
| Agent Group | The User Group whose agents will receive connected calls |
| Dial Speed | (Predictive Dialer only) Number of simultaneous calls to place per available agent |
Understanding Dial Speed (Predictive Dialer only)
Dial speed is only relevant when using the Predictive Dialer. It controls how many simultaneous outbound calls the system places per available agent in the assigned group. The Power Dialer always dials exactly one call per available agent — no dial speed setting is needed.Formula: Dial Speed × Available Agents = Simultaneous CallsExample: 2 available agents × dial speed 4 = 8 simultaneous calls. As agents complete calls and become free again, the system keeps dialing at the configured rate.
| Dial Speed | Best For | Trade-Off |
|---|---|---|
| 1 | Conservative, high-touch campaigns | Low drop rate, agents may have idle time between calls |
| 2–3 | Balanced general-purpose campaigns | Good agent utilization with acceptable drop rates |
| 4–5 | High-volume campaigns | Maximum throughput, higher chance of answers with no free agent |
| 6+ | Large teams with 10+ agents online | Only recommended at significant scale |
Receiving Calls
When a borrower calls your organization, the call is routed to available agents based on your team’s routing configuration.Inbound call notification
A pop-up notification appears in your browser with the caller’s number. If the number matches a borrower in the system, their name and account details are shown automatically.
Accept the call
Click the green Accept button to answer. The dialer panel opens with the borrower’s information pre-loaded.
Handle the conversation
Conduct the call using the controls in the dialer panel. Take notes in the notes panel as you go.
Auto-Answer: Your administrator may enable auto-answer for your organization. When active, inbound calls connect automatically after a short ring — a brief audio tone signals the call has started.
Call Controls
During an active call, two controls are available in the dialer panel:Mute / Unmute
Toggle your microphone on and off. A visual indicator shows when you’re muted. Use this when you need to check something without the borrower hearing.
Hang Up
End the call. The interaction log form appears automatically after you hang up.
Call Flow
Interaction Logs
Completing an Interaction Log
Log form appears automatically
After hanging up, the interaction log form displays in the dialer panel. You cannot dismiss or skip this step.
Select a disposition
Choose the call outcome from the dropdown. This categorizes the result for reporting and any automated follow-up workflows.
Add notes
Write a brief summary — what was discussed, what the borrower committed to, and what the next step is. Be specific and factual.
Set a follow-up (if needed)
If a callback or follow-up action is required, set the date, time, and preferred channel. This creates a task in your queue.
Disposition Codes
| Disposition | Description | Typical Follow-Up |
|---|---|---|
| Promise to Pay (PTP) | Borrower committed to a payment date | Follow up on promised date |
| Partial Payment | Borrower will make a partial payment | Follow up for remaining balance |
| Payment Plan Agreed | Formal payment plan negotiated | Send confirmation email |
| No Answer | Call rang but was not answered | Retry in 24–48 hours |
| Busy | Line was busy | Retry in 1–2 hours |
| Voicemail | Left a voicemail message | Follow up in 24 hours |
| Wrong Number | Number doesn’t belong to borrower | Update contact info |
| Refused to Pay | Borrower declined to pay | Escalate per policy |
| Disconnected Number | Number is no longer in service | Update contact info |
| Callback Requested | Borrower asked to be called back later | Call at requested time |
| Dispute | Borrower disputes the debt | Route to disputes team |
Troubleshooting
No ringing sound when dialing
No ringing sound when dialing
This is almost always caused by the browser’s Sound permission being set to Automatic instead of Allowed.To fix it:
- Click the lock icon (or tune icon) in your browser’s address bar while on the Command tab
- Go to Site Settings
- Find Sound and change it from Automatic to Allowed
- Open a new tab and try dialing again
Dialer shows 'Disconnected'
Dialer shows 'Disconnected'
Your account may not yet be registered in the telephony system, or there may be a temporary connectivity issue.Try the following:
- Wait a moment and refresh the browser page
- Check that your internet connection is stable
- Make an outbound call — this can trigger automatic re-registration
Not receiving incoming calls
Not receiving incoming calls
Check the following:
- Your status must be Available (green dot on the Call icon)
- Keep the Command browser tab active and in focus — some browsers throttle background tabs
- Allow browser notifications for the Command domain
Call not connecting or drops immediately
Call not connecting or drops immediately
Check the following:
- Your internet connection is stable (a wired connection is strongly recommended)
- Microphone permission is granted to Command in your browser settings
- You are using Chrome or Edge — other browsers are not supported
No audio — can't hear the borrower, or they can't hear me
No audio — can't hear the borrower, or they can't hear me
Check the following:
- Your system’s default microphone and speaker are connected and working
- The in-call mute button is not active
- Your system volume is not muted or set to zero
Can't close the dialer panel
Can't close the dialer panel
The dialer panel will not close if an interaction log is pending. Select a disposition, add a brief note, and click Save to submit the log. Once submitted, the panel closes normally. This is by design to ensure every call is properly documented.
Borrower search not returning results
Borrower search not returning results
Try the following:
- Search by phone number instead of name
- Use partial input (first few characters or digits)
- Confirm the borrower exists in the Borrower Management module
- If the borrower was recently added, wait a moment for the search index to update
Need Help?
Our support team is available Monday-Friday, 9 AM - 6 PM GST. Reach out at support@cleargrid.co or visit our help center.