Admin Guides
Comprehensive tools for managing users, routing, and dialing operations.
45 articles
Billing & Payments
Guides to help you understand billing, invoices, and payments
- Dialer Billing: Charges, Timing & InvoicesExplains how the Dialer billing cycle works, what triggers charges, and how each line item appears on your monthly invoice—designed to provide transparency, reduce ambiguity, and set clear expectations for…
- Billing PortalManage payment methods, view invoices, and track billing history.
User Management
Explains how to add, update, or manage agent accounts, teams, and staff permissions.
- How to Invite Users to the EnrollHere DialerAdd new users to the EnrollHere platform, including troubleshooting for spam-filtered invites, the 'Finish Setup' stuck screen, and NPN / email conflicts.
- How to Remove Users from the EnrollHere DialerWhen an agent or employee no longer needs access to the Dialer, you can easily remove them from the platform. Follow these steps to safely delete their account while maintaining…
- Adding an Agent to a Team and Restricting Admin AccessAdmins can organize agents by teams and control admin visibility using tags, ensuring proper management access and team structure.
- How to Change an Agent's Status in the DialerFollow these steps to update an agent’s status from the dashboard.
- Temporarily Disabling and Re-Enabling an Agent in the DialerTemporarily disable an agent so they cannot go available, then re-enable them when needed.
- How to Set a Password for a Staff MemberSet or update a users password for login when magic link authentication isn’t sufficient.
- Updating Agent Skill Routing (Adding States)Admins can manage an agent’s skill routing by adding or removing licensed states, ensuring accurate lead and call distribution.
- How to Configure Dialer PermissionsDialer permissions control what agents and employees can access or manage. Includes notes on Compliance Score Override, tag-based restrictions, and AI Agent Training visibility.
- How Can I Resolve Issues When Agents Do Not Receive Invitation Emails in EnrollHere?
- How Can I Troubleshoot Monitoring Issues with Specific Admins and Agents?
- Agent Performance DashboardThe Agent Performance Dashboard provides a real-time and historical view of an agent’s activity, sales performance, and compliance.
- Admin Guide: Monitoring Agent Connections & TroubleshootingHow admins can monitor agent connection health from the dashboard and direct agents to troubleshoot call quality issues.
Routing & Queues
Covers creating queues, setting up routing rules, and configuring voicemail for smooth call flows.
- Number Pools and DID Limits — Best PracticesHow EnrollHere's 25-DID purchase cap works, what number pools do, when numbers rotate, and how to request more.
- Route Queue Calls by Agency, Tags, or Specific Agents in the EnrollHere DialerChoose which agents a queue can ring — the whole agency, agents with specific tags, hand-picked agents, or any combination.
- Understanding the Can Receive From Queue Section in the EnrollHere DialerChoose which agents a queue rings, and bulk-assign them by filtering on tags.
- How to Add an Agent to a Queue in the EnrollHere DialerAssigning agents to queues ensures they receive the right calls based on campaign routing. There are two ways to add an agent to a queue.
- Queue Voicemails, Auto-Accept, and After-Hours RoutingSet up queue voicemail, auto-accept, scheduled after-hours flows, TCPA-safe greetings, and stop your queue from idling indefinitely.
- Creating a DID TransferAdmins can create a DID transfer to route calls to external numbers
Campaign Management
Details how to build and manage queue, campaigns, add scripts, and schedule appointments across the agency.
- Managing Queues in the Call Routing SystemAdmins can configure and manage call queues to control how calls are routed to agents and ensure efficient handling of incoming leads.
- Understanding Number PoolsWhat number pools are, why we use them, how rotation works, and what to expect for setup, warmup, and ongoing performance.
- Disposition Report — How to Read ItThe Disposition Report shows how your calls broke down by outcome across queues, agents, and time periods. This guide explains where to find it, the columns, filters, and export options.
- How to Add or Edit an Enrollment Code from Call DetailsAgents and Admins can now add or correct enrollment codes after the call ends from the Call Details page.
- Editing a Call Disposition in the DialerAdmins can update the disposition of any agent's call to correct errors, unblock incorrectly-DNC'd numbers, or re-enter cleared SEP codes.
- Managing Appointments Across the AgencyAs an admin, you have full visibility and control over all appointments scheduled within your agency.
- Creating and Managing Scripts in the DialerThis guide provides step-by-step instructions for creating, editing, and managing scripts in the EnrollHere Dialer. Scripts help agents stay compliant, consistent, and efficient during calls with clients.
- How to Run an Outbound Calling CampaignCampaigns help organize outbound calls by assigning lead lists, controlling call order, and tracking results.
- Managing Dispo StatusesCreate, edit, and assign dispo statuses for queues and campaigns. Includes troubleshooting for when agents aren't seeing newly added dispositions.
- Adding a Custom Disposition in the DialerCustom dispositions let you tailor call outcomes to your agency's workflow, including counting Ancillary or Hospital Indemnity sales, building a Block Caller workflow, or tracking custom transfer outcomes.
Monitoring & Coaching
Provides tools for supervisors to track agent status, monitor calls, coach live, and access call recordings.
- Cell-Phone Transfer Recording — FAQCommon questions about recordings when a call is transferred to an agent's cell phone or an external number, where recordings live, and compliance implications.
- Understanding Agent Status Monitoring & ManagementUnderstanding these states ensures efficient call routing and helps identify operational or technical issues.
- Call Monitoring, Coaching & Intervention ToolsThis guide explains how admins can use call monitoring tools to support agents live and enhance customer interactions
- How to Remove an Agent from a CallFollow the steps below to remove an agent from a live call.
- Access Your Call RecordingsTo locate, listen to, or download call recordings in the Dialer:
Settings & Compliance
Includes call caps, CPA targets, permissions, and reporting to keep operations compliant and efficient.
- How to Configure Agency SettingsFollow the steps below to customize settings for your agency’s dialing experience.
- Intelligence Chat (Beta) — User GuideIntelligence Chat is an AI assistant that answers questions about your agency's dialer (and optionally policy) data using natural language. Here's how to use it during the Beta period.
- Blocking a Number End-to-End — The Complete DNC & Suppression GuideHow to stop a number from ever reaching your agency — across queues, agent direct lines, and personal blocks — in 4 steps.
- Complaint ManagementThis guide explains how to navigate Complaint Management, review complaint statuses, track resolution times, and create new complaint records using the four-step workflow.
- How to Unblock LeadsAdmins can remove leads from their suppression lists (Do Not Call/DNC, Suppression, Blocked Leads) so they are no longer prevented from entering queues.
- Guide to Dynamic Call Caps and CPA Targets in the EnrollHere DialerThis guide explains how call caps work, how CPA and close-rate thresholds interact, and how to configure settings to protect your budget while rewarding high-performing agents.
- How to Set Call Caps for Agencies, Queues, and Individual AgentsCall caps allow you to control call volume across your organization. You can apply limits at the agency, queue, or individual agent level.
- Why Do Call Metrics and Compliance Data Sometimes Show Discrepancies?
- Compliance Score OverrideManually adjust AI-generated compliance scores with documented justification — including how to handle skipped sections and out-of-scope calls.
Integrations
Shows how to connect EnrollHere with external tools.