Agent Guides
Help agents set up and use the Dialer effectively.
22 articles
Setup & Basics
Covers everything agents need to get started with the dialer, including numbers, voicemail, permissions, and device setup.
- Understanding AMD (Answering Machine Detection) and Voicemail TuningHow AMD works, when to tune the Analysis Time setting, the "connecting at end of voicemail" pattern, and when to escalate to support.
- Spam Flagging — What We See, What We Don'tWhy a number gets flagged as spam, what EnrollHere can and can't tell you in real time, and what your agency can do about it.
- Claiming a Number in the EnrollHere DialerThis guide walks through the steps for an agent to claim a number, including how to choose an area code, how to change a number later, and the new 25-number…
- How to Set up Your VoicemailThis guide walks agents through setting up a personalized voicemail in the EnrollHere Dialer.
- Appointment SchedulingWhether you’re planning ahead or wrapping up a call, the dialer makes it easy to schedule follow-up appointments in just a few clicks.
Calling & Campaigns
Walks agents through making calls, joining campaigns, and handling multiple conversations.
- Handling Multiple CallsWith our new multiple call handling feature, agents can manage more than one call at the same time — without disrupting the normal call flow
- Using Voicemail Drop on a CampaignAttach one pre-recorded voicemail to a campaign so unanswered auto-dial calls drop it automatically, or agents drop it with one click on preview and manual calls.
- Adaptive Pacing and the Abandon-Rate Safe HarborHow EnrollHere keeps your auto-dial abandon rate under the 3% safe harbor with adaptive pacing, and where to watch abandon-rate trends.
- Lead List Auto Cleanup and Running Cleanup on DemandAutomatically remove aging leads from a list, and run the cleanup immediately with a preview instead of waiting for the nightly job.
- The Auto Dial Monitor (Live Outbound Dashboard)Watch an auto-dial campaign in real time: agent states, the call pipeline, abandon rate, adaptive pacing, and live and recent calls.
- Texting Customers: An Agent's GuideWhere to text from, what happens automatically when a customer replies STOP or HELP, why an opt-out does not stop calls, and what to do when a message will not…
- Joining a Campaign and Starting Outbound CallsLearn how to join an outbound campaign, set your status, and start calling or skipping leads from your assigned list in the Dialer.
- Editing a Call Disposition in the DialerYou can update the disposition of a call to reflect accurate outcomes and improve reporting.
- How Agents Can Block a CallAgents can block unwanted callers after a call ends to prevent that lead from calling them directly again. When blocked, the lead is added to the agent’s personal block list.
Troubleshooting
Provides quick fixes for common issues like connection errors, microphone settings, or when the dialer isn’t behaving as expected.
- Having Trouble Logging in to EnrollHere?If you're experiencing issues logging in, a quick refresh often resolves the problem. Follow these steps to get back in:
- Browser & Memory Troubleshooting (Chrome, Edge, "Aw, Snap!")The full guide for fixing the "Aw, Snap!" crashes, mic auto-adjust, and Hardware Acceleration in Chrome and Edge.
- Fixing Microphone Permission IssuesFollow these steps to resolve blocked or restricted microphone access when using the EnrollHere Dialer.
- Fixing Microphone Volume Auto-Adjustment in Edge & ChromePrevent your browser from auto-adjusting microphone volume by disabling WebRTC settings in Edge or Chrome.
- Troubleshooting: Dialer ConnectionIf you're experiencing problems with the dialer, narrow down whether the issue is internet, device, browser, or application. This guide covers connection, audio, the 'Aw Snap' Chrome crash, and three-way…
- Troubleshooting Tip: Perform a Hard RefreshSeeing glitches or missing features? Do a hard refresh to clear cache and load the latest version—it fixes most display issues fast.
- Checking Your Connection & Audio SettingsMake sure your audio is set up correctly and your connection is stable before making calls in the Dialer.
- Using the Troubleshooting TabLearn how to use the Troubleshooting Tab to check your connection quality, run a network test, and auto repair your dialer.