> ## Documentation Index
> Fetch the complete documentation index at: https://docs.command.cleargrid.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Using the Voice Dialer

> Setup, manual dialing, campaign mode, receiving calls, and interaction logs

This guide covers everything you need to get up and running with the Voice Dialer — from first-time setup to placing calls, running campaigns, and logging every interaction.

***

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Set your status to Available">
    Look at the **Call icon** at the top of the screen. The small dot on the icon must be **green** before you can make or receive calls. Click the icon to toggle your status to Available if it isn't already.
  </Step>
</Steps>

<Note>
  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.
</Note>

## 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                                |

<Tip>
  **No ringing sound when dialing?** This is almost always caused by the browser's Sound permission being set to **Automatic** instead of **Allowed**. Go to your browser's site settings for the Command domain, change **Sound** to **Allowed**, then open a new tab and try again.
</Tip>

***

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="Click the Call icon">
    Click the **Call icon** at the top of the screen. The dialer panel opens.
  </Step>

  <Step title="Search for the borrower">
    Type the borrower's name, account number, or phone number in the search bar. Matching results appear as you type.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Click 'Call'">
    Press the green **Call** button. The call connects through your browser. You'll hear a ringing tone once the call is routing.
  </Step>

  <Step title="Complete the interaction log">
    After hanging up, the interaction log form appears automatically. Fill in the disposition, notes, and any follow-up details. The dialer will not close until you submit this form.
  </Step>
</Steps>

<Warning>
  You must search for and select a borrower before placing a call. The dialer requires a borrower context so the call is automatically linked to the correct profile and deal.
</Warning>

<Tip>
  Always confirm the **dot on the Call icon is green** before attempting a call. If it's not green, your status is set to Unavailable or there's a connectivity issue — the call will not go through.
</Tip>

***

## 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.

<CardGroup cols={2}>
  <Card title="Power Dialer" icon="bolt" color="#3b82f6">
    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.
  </Card>

  <Card title="Predictive Dialer" icon="chart-line" color="#7C3AED">
    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.
  </Card>
</CardGroup>

|                    | 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                       |

<Tip>
  If you're new to campaign dialing, start with the **Power Dialer**. It's predictable, easy to manage, and has zero risk of dropped calls. Move to the Predictive Dialer once your team is comfortable and you need to push throughput higher.
</Tip>

### How Campaign Calling Works

```mermaid theme={null}
flowchart TD
    A["📋 Select Deals\n(Filter or manual select)"] --> B["📞 Click Call Icon"]
    B --> C["👤 Select 'Human Call'"]
    C --> D["⚙️ Configure Campaign\nName, Dialer, Gateway,\nAgent Group, Dial Speed"]
    D --> E["🚀 Launch Campaign"]
    E --> F["🤖 System Auto-Dials\nBased on Dial Speed"]
    F --> G{"Borrower\nAnswers?"}
    G -->|"Yes"| H["🔗 Connected to\nAvailable Agent"]
    G -->|"No"| I["📝 Logged as\nNo Answer / Busy"]
    H --> J["💬 Agent Handles Call"]
    J --> K["📋 Interaction Log"]
    K --> F

    style E fill:#7C3AED,stroke:#6D28D9,color:#fff
    style H fill:#10b981,stroke:#059669,color:#fff
```

### 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.

<Steps>
  <Step title="Go to Account Settings">
    Navigate to **Account Settings** from the settings menu.
  </Step>

  <Step title="Open User Groups">
    Click the **User Groups** section.
  </Step>

  <Step title="Create a new group">
    Click **Create User Group** and give it a descriptive name — for example, "Collections Team A" or "Morning Shift Agents".
  </Step>

  <Step title="Add agents to the group">
    Select the agents who should receive calls when this group is assigned to a campaign.
  </Step>

  <Step title="Save the group">
    Click **Save**. The group is now available for campaign assignment.
  </Step>
</Steps>

<Warning>
  A user can only belong to **one User Group** at a time. Adding an agent to a new group removes them from their previous one. Support for multiple group memberships per user is on the roadmap.
</Warning>

### Step 2: Select Deals and Launch a Campaign

<Steps>
  <Step title="Go to the Deals page">
    Navigate to the **Deals** module from the main sidebar.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Click the Call icon">
    With your deals selected, click the **Call icon** in the toolbar.
  </Step>

  <Step title="Select 'Human Call'">
    A dialog appears with call type options. Select **Human Call** — this routes answered calls to live agents.
  </Step>

  <Step title="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                                    |
  </Step>

  <Step title="Launch the campaign">
    Review your settings and click **Start Campaign**. The system begins dialing immediately.
  </Step>
</Steps>

### 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.

<Info>
  **Formula:** Dial Speed × Available Agents = Simultaneous Calls

  Example: 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.
</Info>

| 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                           |

<Tip>
  Start at a dial speed of **2–3** for your first campaigns. Increase it if agents report idle time between calls. Decrease it if borrowers are connecting and immediately dropping.
</Tip>

***

## Receiving Calls

When a borrower calls your organization, the call is routed to available agents based on your team's routing configuration.

<Steps>
  <Step title="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.
  </Step>

  <Step title="Accept the call">
    Click the green **Accept** button to answer. The dialer panel opens with the borrower's information pre-loaded.
  </Step>

  <Step title="Handle the conversation">
    Conduct the call using the controls in the dialer panel. Take notes in the notes panel as you go.
  </Step>

  <Step title="Complete the interaction log">
    After the call ends, fill out the interaction log with the disposition, a brief summary, and any follow-up actions. This step is mandatory.
  </Step>
</Steps>

<Info>
  **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.
</Info>

***

## Call Controls

During an active call, two controls are available in the dialer panel:

<CardGroup cols={2}>
  <Card title="Mute / Unmute" icon="microphone-slash">
    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.
  </Card>

  <Card title="Hang Up" icon="phone-slash" color="#EF4444">
    End the call. The interaction log form appears automatically after you hang up.
  </Card>
</CardGroup>

***

## Call Flow

```mermaid theme={null}
flowchart TD
    A{"Dialing Mode?"} -->|"Manual"| B["🔍 Search Borrower"]
    A -->|"Campaign"| C["🤖 System Auto-Dials"]
    B --> D["📞 Dial Number"]
    C --> D
    D --> E{"Connected?"}
    E -->|"Yes"| F["💬 Conversation"]
    E -->|"No Answer"| G["📝 Log: No Answer"]
    E -->|"Busy"| H["📝 Log: Busy"]
    E -->|"Failed"| I["📝 Log: Failed"]
    F --> J["📴 Hang Up"]
    J --> K["📋 Interaction Log"]
    K --> L["💾 Save & Close"]
    L --> M{"Follow-Up Needed?"}
    M -->|"Yes"| N["📅 Schedule Follow-Up"]
    M -->|"No"| O["✅ Complete"]
    N --> O
    G --> L
    H --> L
    I --> L
```

***

## Interaction Logs

<Warning>
  Interaction logs are **mandatory** after every call. The dialer panel will not close until you complete and submit the log. This ensures every borrower interaction is documented for compliance and team visibility.
</Warning>

### Completing an Interaction Log

<Steps>
  <Step title="Log form appears automatically">
    After hanging up, the interaction log form displays in the dialer panel. You cannot dismiss or skip this step.
  </Step>

  <Step title="Select a disposition">
    Choose the call outcome from the dropdown. This categorizes the result for reporting and any automated follow-up workflows.
  </Step>

  <Step title="Add notes">
    Write a brief summary — what was discussed, what the borrower committed to, and what the next step is. Be specific and factual.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Submit">
    Click **Save**. The log is saved to the borrower's timeline and the dialer panel closes.
  </Step>
</Steps>

### 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

<AccordionGroup>
  <Accordion title="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:

    1. Click the lock icon (or tune icon) in your browser's address bar while on the Command tab
    2. Go to **Site Settings**
    3. Find **Sound** and change it from **Automatic** to **Allowed**
    4. Open a new tab and try dialing again
  </Accordion>

  <Accordion title="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:

    1. Wait a moment and refresh the browser page
    2. Check that your internet connection is stable
    3. Make an outbound call — this can trigger automatic re-registration

    The dialer is not always able to identify the exact cause. If the issue continues after trying the above, please report it to the support team.
  </Accordion>

  <Accordion title="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

    Wait a moment and try again. If the issue persists, please report it to the support team.
  </Accordion>

  <Accordion title="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

    The dialer is not always able to identify the exact cause of a failed connection. Wait a moment and try dialing again. If the issue persists, please report it to the support team.
  </Accordion>

  <Accordion title="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

    The dialer uses your browser's default audio devices and is not always able to verify the specific device issue. Wait a moment and try again. If the issue persists, please report it to the support team.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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

    If the borrower exists but still doesn't appear, please report it to the support team.
  </Accordion>
</AccordionGroup>

<Snippet file="snippets/support-info.mdx" />