# The Phone Dialer Overview

> Communications The Phone Dialer Overview Use GHL Customer Care's Web Dialer to place outbound calls, manage active conversations, transfer calls, and…

- Source: https://docs.ghlcustomercare.com/docs/phone-system/general/the-phone-dialer-overview
- Section: Phone System / General
- Reading time: 9 min
- Images: 2, each explained below
- Modified on Thu, 3 Sep at 12:11 PM

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Communications

# The Phone Dialer Overview

Use GHL Customer Care's Web Dialer to place outbound calls, manage active conversations, transfer calls, and configure audio devices without leaving the platform.

What You'll Learn

This article explains how the GHL Customer Care Web Dialer works, including how to place calls, choose the outbound number, manage active conversations, configure audio devices, and troubleshoot common issues.

You will learn to use the dialer interface, control call behavior, transfer conversations, navigate IVR menus, and access voicemail from the platform.

Table of Contents

[1What is the Phone Dialer?](#section-1)

[2Key Benefits](#section-2)

[3Core Dialer Features](#section-3)

[4Choosing the Number You Call From](#section-4)

[5Audio Device Settings](#section-5)

[6Managing the Dialer on Your Screen](#section-6)

[7Managing an Active Call](#section-7)

[8Call Scripts](#section-8)

[9Voicemail](#section-9)

[10How to Set Up the Phone Dialer](#section-10)

[11Troubleshooting the Phone Dialer](#section-11)

[12Related Articles](#section-12)

13Frequently Asked Questions

## 1What is the Phone Dailer?

The Phone Dialer is a browser-based calling interface that allows users to place and receive calls directly from GHL Customer Care without external phone hardware or apps. Users can search contacts, dial numbers manually, manage active conversations, and access call history from a single interface.

The dialer integrates with GHL Customer Care contacts, workflows, and phone numbers, enabling seamless communication while viewing contact records, notes, and activity history. Calls are logged automatically, and users can configure audio devices, transfer calls, navigate IVR menus, and leave voicemail without switching platforms.

The Web Dialer is accessible from the phone icon in the top navigation bar and works in modern browsers with microphone permissions enabled.

## 2Key Benefits

The Phone Dialer centralizes calling functionality inside GHL Customer Care and eliminates the need for external phone systems or manual call logging.

**Integrated Calling** — Place and receive calls without leaving GHL Customer Care or switching between apps.

**Automatic Call Logging** — All calls are logged to contact records with timestamps, duration, and call status.

**Contact Search & Quick Dial** — Search contacts by name or phone number and place calls with one click.

**Audio Device Control** — Choose microphones, speakers, and additional ring devices for flexible call handling.

**Call Transfer & IVR Navigation** — Transfer calls to team members or external numbers and navigate automated menus using the dialpad.

**Voicemail Access** — Listen to and review voicemail messages from the dialer interface.

**Call Scripts** — Access pre-built scripts during calls to guide conversations and maintain messaging consistency.

## 3Core Dialer Features

The Web Dialer provides several capabilities that support efficient call management and workflow integration.

Feature 1

Instant Dialing

Users can enter a phone number manually or search for contacts by name or phone number. Clicking a contact or number initiates the call immediately without additional steps.

Feature 2

Contact Search

The dialer includes a contact search field that filters contacts in real time as users type. Search results show contact names, phone numbers, and recent activity, making it easy to locate and call the correct contact.

Feature 3

Recent Calls

The Recent Calls tab displays a list of all incoming and outgoing calls with timestamps, call duration, and call status. Users can click any recent call to view the associated contact record or redial the number.

Feature 4

IVR Navigation

When calling a number with an automated menu, users can access the dialpad to send DTMF tones. This allows navigation through IVR menus without external hardware.

## 4Choosing the Number You Call From

The outbound number shown to the recipient depends on the user's assigned phone number, permissions, and available numbers in the sub-account. Understanding the Calling From selection helps users confirm which business number will be used before placing a call.

Users with an assigned number may automatically call from that number depending on their access configuration. Users with broader record access may see a Calling From dropdown and choose from available numbers. If multiple numbers are available, confirm the selected number before calling.

Verified caller IDs may also appear when configured for outbound calling. For detailed logic on how the outbound number is selected, see the [Outbound Calls with Dialer in Web App (Softphone)](https://docs.ghlcustomercare.com/docs) article.

Tip

Always confirm the Calling From number before placing a call to ensure the correct business identity is displayed to recipients.

## 5Audio Device Settings

Audio device settings let users control which microphone and speaker the Web Dialer uses for calls. Users can also configure an additional device to ring for inbound calls, which is useful when working with headsets, external speakers, or multiple audio devices.

To configure audio devices:

Step 1

Open Audio Settings

Open the dialer and click the gear or settings icon.

Step 2

Select Main Speaker

Choose the main speaker device from the dropdown list.

Step 3

Select Additional Ring Device (Optional)

Optionally select an additional device to ring for inbound calls.

Step 4

Select Microphone

Choose the preferred microphone from the available devices.

Step 5

Test Speaker and Microphone

Test the speaker and microphone using the built-in testing tools. Verify that the microphone level meter responds to your voice.

Step 6

Save Settings

Save the audio preferences. These settings are stored locally in the browser and device.

Note

Audio preferences are browser and device specific. Users must configure settings separately for each browser or computer they use. For complete details, see the [Audio Device Settings in the Web Dialer](https://docs.ghlcustomercare.com/docs) article.

## 6Managing the Dialer on Your Screen

The Web Dialer can stay accessible while users work elsewhere in GHL Customer Care. Users can pin it to keep call controls visible, drag it to another part of the screen, or leave it unpinned so it minimizes automatically when working elsewhere in the platform.

**Unpinned** — Clicking outside the dialer minimizes it automatically.

**Pinned** — The dialer remains visible and accessible while navigating other GHL Customer Care pages.

**Drag** — Move the dialer to a more convenient location on the screen by clicking and dragging the header.

Tip

A minimized dialer does not end an active call. The call continues in the background, and users can restore the dialer interface at any time by clicking the phone icon. For more details, see the [Auto-minimize, Pin & Drag GHL Customer Care Dialer](https://docs.ghlcustomercare.com/docs) article.

## 7Managing an Active Call

Once a call connects, the dialer provides controls for managing the conversation without leaving GHL Customer Care. These controls allow users to mute audio, place callers on hold, transfer calls, and navigate IVR menus.

**Mute** — Temporarily disable your microphone. The caller cannot hear you, but you can still hear them.

**Hold** — Pause audio between both parties. Neither party can hear the other while on hold.

**Warm Transfer** — Place a second call to speak with the receiving user or number before connecting the original caller. This allows you to provide context before transferring.

**Blind Transfer** — Transfer the call immediately to the selected destination and disconnect yourself from the conversation without a consultation call.

**Dialpad** — Send DTMF tones to navigate IVR menus or enter extensions and account numbers during a call.

Warm vs. Blind Transfer

**Warm Transfer:** Places a second call so you can speak with the receiving person before connecting the original caller. Use this when you need to provide context or confirm availability.

**Blind Transfer:** Immediately sends the caller to the selected destination without a consultation call. Use this when the transfer destination is known and no introduction is needed.

## 8Call Scripts

Call Scripts provide on-demand guidance during calls so agents can follow approved messaging, qualification questions, objection handling, or compliance language without leaving the dialer. Scripts are accessible from the Web Dialer, App Dialer, and LeadConnector mobile app.

Scripts can be created and customized at the sub-account level and assigned to specific users or teams. When a script is active, users can view it during calls to ensure consistent messaging and reduce training time.

For complete instructions on creating and using call scripts, see the [How to Create and Use Call Scripts in Web & App Dialers](https://docs.ghlcustomercare.com/docs) article.

## 9Voicemail

The Web Dialer provides access to voicemail messages left by callers. Users can play voicemail recordings, view transcripts if transcription is enabled, and review voicemail activity from the dialer interface.

Voicemail access depends on user permissions. Users with personal voicemail access can view messages directed to their assigned number. Users with broader permissions may view team or sub-account voicemail queues.

Voicemail messages are logged to the associated contact record automatically, and users can review voicemail history alongside other call activity. Transcript availability depends on transcription configuration at the sub-account level.

Note

Voicemail deletion, download, and advanced management options may be available depending on user permissions. For complete voicemail management instructions, refer to the dedicated voicemail article.

## 10How to Set Up the Phone Dialer

Setting up the Web Dialer requires verifying prerequisites, granting browser permissions, and configuring audio devices. Follow these steps to prepare the dialer for use.

Before You Begin

-   Confirm the sub-account has an active phone number or configured caller ID.
-   Confirm the user has permission to access calling features.
-   Allow microphone access in the browser when prompted.
-   Connect and select the preferred speaker, headset, and microphone.
-   If using browser extensions, VPNs, or restrictive network settings, test without them if the dialer does not connect properly.

Step 1

Open the Dialer

Click the phone icon in the top navigation bar to open the Web Dialer.

![How to Set Up the Phone Dialer (image 1 of 2)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155080043870/original/lEk4QZ6yALN-WgYNL2seJ2ejeV1RKblKPg.png)

**How to Set Up the Phone Dialer (image 1 of 2)**

This screenshot appears in the "How to Set Up the Phone Dialer" section of "The Phone Dialer Overview". For context, this section explains: Communications The Phone Dialer Overview Use GHL Customer Care's Web Dialer to place outbound calls, manage active conversations, transfer calls, and configure audio devices without leaving the platform. What You'll Learn This article explains how the GHL Customer Care Web Dialer works, including how…. This part of the guide covers 6 fields, listed below.
- Fields: Outbound Calls with Dialer in Web App (Softphone), Audio Device Settings in the Web Dialer, Auto-minimize, Pin & Drag GHL Customer Care Dialer, How to Create and Use Call Scripts in Web & App Dialers, Overview of Phone Number Configuration Options, Outbound Calling Using the GHL Customer Care Mobile App
- Controls: Integrated Calling, Automatic Call Logging, Contact Search & Quick Dial, Audio Device Control, Call Transfer & IVR Navigation, Voicemail Access, Call Scripts, Unpinned, Pinned, Drag, Mute, Hold

Full procedure:

1. Confirm the sub-account has an active phone number or configured caller ID.
2. Confirm the user has permission to access calling features.
3. Allow microphone access in the browser when prompted.
4. Connect and select the preferred speaker, headset, and microphone.
5. If using browser extensions, VPNs, or restrictive network settings, test without them if the dialer does not connect properly.

Step 2

Grant Microphone Permission

When prompted, allow microphone access in the browser. This is required for placing and receiving calls.

Step 3

Configure Audio Devices

Click the gear icon in the dialer to open audio settings. Select the main speaker, microphone, and optional additional ring device. Test the speaker and microphone before saving.

Step 4

Confirm the Calling From Number

Review the Calling From field to confirm which business number will be displayed to recipients. If multiple numbers are available, select the appropriate number from the dropdown.

![How to Set Up the Phone Dialer (image 2 of 2)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155080044446/original/N40wsGU2YZ102c_y07ne01bA3v03CKlfaA.png)

**How to Set Up the Phone Dialer (image 2 of 2)**

This screenshot appears in the "How to Set Up the Phone Dialer" section of "The Phone Dialer Overview". For context, this section explains: Communications The Phone Dialer Overview Use GHL Customer Care's Web Dialer to place outbound calls, manage active conversations, transfer calls, and configure audio devices without leaving the platform. What You'll Learn This article explains how the GHL Customer Care Web Dialer works, including how…. This part of the guide covers 6 fields, listed below.
- Fields: Outbound Calls with Dialer in Web App (Softphone), Audio Device Settings in the Web Dialer, Auto-minimize, Pin & Drag GHL Customer Care Dialer, How to Create and Use Call Scripts in Web & App Dialers, Overview of Phone Number Configuration Options, Outbound Calling Using the GHL Customer Care Mobile App
- Controls: Integrated Calling, Automatic Call Logging, Contact Search & Quick Dial, Audio Device Control, Call Transfer & IVR Navigation, Voicemail Access, Call Scripts, Unpinned, Pinned, Drag, Mute, Hold

Full procedure:

1. Confirm the sub-account has an active phone number or configured caller ID.
2. Confirm the user has permission to access calling features.
3. Allow microphone access in the browser when prompted.
4. Connect and select the preferred speaker, headset, and microphone.
5. If using browser extensions, VPNs, or restrictive network settings, test without them if the dialer does not connect properly.

Step 5

Search for a Contact or Enter a Phone Number

Use the contact search field to find a contact by name or phone number, or enter a phone number manually in the dialpad.

Step 6

Place a Test Call

Place a test call to verify that audio, microphone, and calling functionality work as expected.

Setup Complete

The Web Dialer is ready for use. Users can now place calls, receive calls, transfer conversations, and access voicemail from the dialer interface.

## 11Troubleshooting the Phone Dialer

Most dialer problems are caused by browser permissions, audio device configuration, extensions, network interference, or outbound phone settings. Check these items before escalating the issue.

| Issue | Solution |
| --- | --- |
| No microphone or audio | Check browser permissions and Audio Device Settings. Verify that the browser has microphone access and the correct device is selected. |
| Wrong microphone or speaker | Use the dialer gear icon to choose and test devices. Audio preferences are stored locally in the browser. |
| Dialer cannot place outbound calls | Confirm a valid outbound number is available and review the Calling From setting. Verify user permissions allow outbound calls. |
| Calls fail or disconnect | Test browser extensions and VPNs by disabling them temporarily. Confirm outbound call timeout and settings are configured correctly. |
| Only one browser or device is affected | Reconfigure audio permissions and device preferences in that browser. Audio settings do not sync across browsers or devices. |
| Still failing | Review the dedicated outbound dialer troubleshooting article for advanced diagnostics and network configuration guidance. |

Note

If the dialer fails to connect after checking these items, test in a different browser or on a different network to isolate the issue. For detailed troubleshooting steps, see the [Outbound Calls with Dialer in Web App (Softphone) article.](https://docs.ghlcustomercare.com/docs/phone-system/calling/outbound-calls-with-dialer-in-web-app-softphone)

## 12Related Articles

-   [Outbound Calls with Dialer in Web App (Softphone)](https://docs.ghlcustomercare.com/docs/phone-system/calling/outbound-calls-with-dialer-in-web-app-softphone)
-   [Audio Device Settings in the Web Dialer](https://docs.ghlcustomercare.com/docs/phone-system/general/audio-device-settings-in-the-web-dialer)
-   [Auto-minimize, Pin & Drag GHL Customer Care Dialer](https://docs.ghlcustomercare.com/docs/phone-system/calling/auto-minimize-pin-drag-ghl-customer-care-dialer)
-   [How to Create and Use Call Scripts in Web & App Dialers](https://docs.ghlcustomercare.com/docs/phone-system/general/how-to-create-and-use-call-scripts-in-web-app-dialers)
-   [Overview of Phone Number Configuration Options](https://docs.ghlcustomercare.com/docs/phone-system/phone-numbers/overview-of-phone-number-configuration-options)
-   [Outbound Calling Using the GHL Customer Care Mobile App](https://docs.ghlcustomercare.com/docs/mobile-and-desktop-app/mobile-app/outbound-calling-using-the-ghl-customer-care-mobile-app)

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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com