Dialer & Calling

Dialer and calling are optional advanced modules. They are available by request for teams that need real calling inside Vigdis, but they are not part of the default free core CRM.

Calling is more than a button. It involves phone numbers, provider setup, permissions, compliance, call routing, and sometimes monitoring. We help configure it with the right setup instead of pretending telephony is one-click.

If you do not see Dialer in the sidebar, the calling module is not enabled for your workspace or your role does not have dialer permission.

What the calling module supports

Depending on setup, Vigdis can support:

  • Click-to-call from CRM records.
  • Manual calls from the agent console.
  • Campaign calling with preview, power, progressive, or predictive modes.
  • Caller ID management.
  • Do-not-call lists.
  • Agent availability and wrap-up.
  • Call outcomes and dispositions.
  • Campaign reporting.
  • Call review and recording playback.
  • Live monitoring for managers.

Not every workspace needs every part. We normally start with the smallest setup that matches how your team calls.

Before you start

Calling needs setup before users can place calls.

Typical prerequisites:

  • The calling module is enabled for your workspace.
  • A telephony provider and SIP trunk are configured.
  • At least one verified caller ID is available.
  • The entity types you want to call from are enabled for calling.
  • Phone fields store numbers in a usable format, ideally E.164.
  • Users have the right dialer permissions.

Phone rules vary by country and use case. Make sure your calling process follows consent, do-not-call, and caller ID requirements for the markets you call.

Permissions

Dialer access is controlled through roles.

The relevant permissions are:

  • Manage dialer - configure dialer settings, campaigns, caller IDs, audiences, and do-not-call entries.
  • Operate dialer - work as a calling agent, set availability, place calls, and disposition outcomes.
  • Live monitor calls - view live calls and listen in when monitoring is enabled.

Most agents only need Operate dialer. Managers who configure campaigns need Manage dialer. Live monitoring should be granted separately.

Settings

Go to Settings > Dialer to configure the calling module.

Common settings include:

  • Enable or disable calling.
  • Choose which dial modes are available.
  • Set the default country calling prefix.
  • Choose which entity types can be called from record pages.
  • Configure pacing, timeout, and wrap-up behavior.
  • Decide whether agents can see live listeners on their calls.

Click-to-call

When calling is enabled for an entity type, records with a phone field can show a call action.

Use click-to-call when an agent wants to call a specific customer from the CRM record they are already viewing. The call stays connected to the record context, which makes outcomes and follow-up easier to track.

Manual calls

Agents can place manual calls from the dialer console when they need to call a number that is not part of an active campaign.

Manual calls still use the dialer lifecycle, so the active call surface, wrap-up, and outcome handling stay consistent with campaign calls.

Campaign calling

Campaigns let a team call a defined audience of records.

Campaign setup usually includes:

  1. Create the campaign.
  2. Pick the target entity type and phone field.
  3. Choose a caller ID.
  4. Choose the dial mode.
  5. Add an audience, either as an explicit list or a segment.
  6. Configure outcomes, attempts, redial timing, and active calling hours.
  7. Start agents in the console.

Dial modes:

  • Preview - agents review the next record before placing the call.
  • Power - one call per available agent.
  • Progressive - automatically paces calls based on available agents.
  • Predictive - dials ahead to reduce idle time, with stricter configuration and abandon-rate controls.

For most teams, preview or power mode is the right first step.

Do-not-call lists

Use do-not-call entries to block numbers at the tenant or campaign level.

Sources can include internal requests, complaints, opt-outs, reservation registers, or client-specific rules. The exact setup depends on how your team manages compliance.

Agent console

Agents use the console to:

  • Select a campaign.
  • Set availability.
  • Handle the current call.
  • Mute or hang up when supported by setup.
  • Save the outcome.
  • Finish wrap-up before taking the next call.

Calls remain dispositionable during wrap-up, so agents can save the outcome even after the customer has hung up.

Call review

Call review gives permitted users an overview of completed calls.

Depending on setup, reviewers can see:

  • Agent.
  • Customer number.
  • Campaign.
  • Outcome.
  • Duration.
  • Recording availability.
  • Recording playback.

Use call review for quality checks, coaching, and investigating call outcomes.

Live monitoring

Live monitoring lets permitted users view active calls and listen in when the workspace has monitoring configured.

Monitoring is permissioned separately from normal dialer operation. Workspace settings can also control whether agents see who is listening on their current call.

Reporting

Dialer reporting shows how campaigns are performing.

Useful metrics include:

  • Members remaining.
  • Answer rate.
  • Abandon rate.
  • Talk time.
  • Attempts and outcomes.
  • Audience progress.

Use reporting to tune campaign pacing, list quality, and follow-up rules.

Availability

Dialer and calling are available by request while we shape the right packaging. Contact us if you want calling enabled for your workspace.