Aloware Dialer

Aloware dialer is a virtual phone that works in your browser. You can take and make calls using your browser, our mobile app, or the desktop client. The Dialer works the same way on all devices. 

Making a Call

You can make a call by opening the dialer and putting in the number. Either use the dial pad or just type the number in. If the number is a contact, Aloware automatically pulls in their name. Your calls connect instantly.

Opening the Dialer

Putting the number using the dial pad or just type the number.

During and after the call.

Receiving Calls

The dialer has a small bar on the top that shows your status. If you want to receive calls, set yourself to Available. Setting to Offline will prevent calls from coming to you. When you are on a call, Aloware automatically puts you on a “Busy” status.

Edit Contact Name

In the dialer, an edit button can be found right beside the contact's name. This is useful when you're multitasking and you need to update essential contact information without being in the Contacts window.

Clicking on it will let you edit the contact's first name and last name.

The changes are updated in the Contacts window in real-time.

Cold Call Transfer

Use the  “Transfer” icon to initiate a Cold Transfer. When you cold transfer someone, you will be disconnected and they will be put through the 3rd party. This option is useful for lead gen companies or receptionists.
Aloware added a feature where you can transfer the caller to a User, Ring Groups, or another phone number.
Transferring a call to a User will show you the list of Available and Unavailable users. Calls can still be transferred to Unavailable users if the caller prefers to leave a voicemail.

Warm Call Transfer

Conference Call

Use the “+ Add” button to bring someone else to this call. 3 parties will be on the call (you, the customer, the 3rd party). If you hang up on this call the call will continue between the customer and the 3rd party. Useful for warm lead gen or support teams.

True Warm Transfer

Use the “Introduce” button to bring someone else to this call. When the third party answers the call, the customer will be put on hold and you have the time to introduce the customer to the third party. 

You can use the blue merge calls button to bring the customer out of the hold. 3 parties will be on the call (you, the customer, the 3rd party). If you hang up on this call the call will continue between the customer and the 3rd party. 


Hold

Putting a call on “Hold” will move the customer into a waiting room, and they hear music. During this time you can make an outbound call to answer a question, work on CRM, or anything else. You’ll then unhold the customer to speak with them again.

Tag & Note

While on a call, you can use “Add Tags” or “Add Notes“. These notes and tags are synced to the CRM in real-time and will be visible to supervisors or fellow agents.

VM Drop

When calling customers and you need to leave a voice message, you can use "VM Drop" to leave a pre-recorded voice message.

More details on Adding VM Drop article.

Other dialer functions

  • “Scripts” Brings on your sales scripts.
  • “CRM” shows shortcuts of CRMs connected to Aloware.
  • “Pause recording” Temporarily pause call recording if you are asking for sensitive information, such as SSN.

Wrap-up Screen

When you finish a call, and if your account owner has configured this ability, you’ll be put into a wrap-up mode. During wrap-up, you can take notes about the call or do post-call work. The wrap-up period usually has a timer and will automatically bring you back into available when that period is up.

Status Colors

Aloware uses color codes to indicate the status of the users.

The following happens to everyone, and is managed by the system:

These can be used by agents and not managed by Aloware:

Note: There are two ways to set the status to "Busy":

  1. Setting yourself to "Busy" status.
  2. Rejecting an incoming call.

The following are system internals and might or might not happen:

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