How to Use the Dialer Feature (WebApp and Multi-User)

Overview

The Dialer Feature in PXME allows you to use the platform as a softphone for both outbound and inbound calls. Whether you’re making a one-time call to a lead, answering calls directly in the web app, or routing inbound calls to multiple users, the dialer helps streamline communication and boost response times.

⚠️ Security Note:

• Suspicious users may be blocked from making calls.

• A maximum of two simultaneous calls is allowed to the same phone number from a single sub-account.

Step 1: Make a Call from the Contacts Page

1. Go to Contacts.

2. Click the green call button in the top right corner.

3. Choose the outbound number you want to call from (numbers configured in Settings > Phone Numbers).

4. Enter the recipient’s number and click Call.

Local Presence Dialing

• Automatically selects the outbound phone number closest to the contact’s area code.

• Increases the likelihood your call is answered.

• Enable under: Settings > Phone Numbers > Advanced Settings > Voice Calls.

Step 2: One-Time Calls from Contact View

1. Go to Contacts.

2. Search and open the contact record.

3. Click the green call button above the middle conversation panel.

Step 3: One-Time Calls from the Conversations Section

1. Open Conversations.

2. Select the lead/customer you want to call.

3. Click the call button under their name in the right-hand panel.

Handling Incoming Calls in the WebApp

To answer inbound calls directly in PXME’s web app:

1. Go to Settings > My Staff.

2. Select a user and edit their profile.

3. Under Call & Voicemail Settings, enable Forward calls to Web App.

• All incoming calls will now ring in the PXME web app for that user.

How to Ring Multiple Users on Inbound Calls

1. Go to Settings > Phone Numbers > Edit Configuration.

2. Enable Ring Incoming Calls to Selected Users.

3. Choose up to 7 users to receive the call simultaneously.

• The first available team member can answer.

Important Notes:

• Complimentary credits (if available) can cover incoming call charges.

• Users removed from a sub-account will no longer receive calls.

FAQs – Dialer Feature

Q1: How do I make a one-time outbound call from Contacts?
A: Click the green call button in the top right, choose your outbound number, enter the contact number, and click Call.

Q2: Can I call directly from the Conversations section?
A: Yes. Select the contact, then click the call button under their name in the right-hand panel.

Q3: How do I enable inbound calls to the web app?
A: Go to Settings > My Staff > Edit User > Call & Voicemail Settings > Forward calls to Web App.

Q4: How many users can I ring for inbound calls?
A: Up to 7 users can be notified simultaneously.

Q5: What do I need to ensure for proper call quality?
A: Enable your microphone and speaker. If recording is on, calls can be reviewed later in Conversations.

Q6: Where can I find recorded calls?
A: In the Conversations tab, under the specific lead/customer.

Q7: How do I choose which number to call from?
A: When starting an outbound call, PXME displays the numbers set up under Settings > Phone Numbers. Choose one, or let Local Presence auto-select.

✅ Key Takeaways

• Use PXME Dialer for one-time outbound calls from Contacts or Conversations.

• Enable WebApp inbound calling to answer directly from PXME.

• Set up multi-user inbound routing to notify up to 7 staff members simultaneously.

• Local Presence dialing increases answer rates by matching caller ID to the recipient’s area code.