Dialer Configuration
Choose which of your phone numbers your team can call out from, and which one is picked automatically when they open the phone.
You'll need Owner or Admin access for this.
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Admin-only page
Only admins can open Settings›Channels›Dialer Configuration. What you save here applies to everyone in your company who uses the phone, on desktop and on the mobile app.
What it is
Dialer Configuration controls the From number your team calls out with. It has exactly two settings:
- Default Dialer Number — the number that is already selected when someone opens the phone.
- Available Numbers in Dialer — the checklist of numbers your team is allowed to pick from.
Whichever number is selected as the From number is the number your customer sees on their screen when the phone rings, and it is the number they will call back.
1. Default Dialer Number
One number. It is pre-selected in the phone's From box, and the phone goes back to it automatically after every call ends.
2. Available Numbers in Dialer
Check the numbers you want in the list. Anything you leave unchecked disappears from the phone's From dropdown.
If you have never saved a checklist, the phone shows every active number your company owns. Saving a checklist is how you cut that down.
Before you start
- You must be an admin. Team members without admin access will not see this page in Settings.
- Your numbers must be Active. Only numbers showing the Active badge on Settings›Channels›Phone Numbers appear on this page. If a number is missing, open Phone Numbers and click Activate on its row.
- Name your numbers first. On Settings›Channels›Phone Numbers, click the Friendly Name cell on a row and type a name like "Main Line" or "Miami Office". Numbers with no name show as Unknown in the phone, which makes them impossible to pick correctly.
- Know which number is your masked-calling number. If your company uses masked calling, that number is deliberately kept out of both lists on this page — see Phone Masking.
Step-by-step
Set the default number
- Go to Settings›Channels›Dialer Configuration.
- In the Default Dialer Number card, click the box that says Select default number....
- Type in Search numbers... to find the line you want, then click it. Numbers are listed as the number followed by its name in brackets.
- Click Save Default Number. You will see "Default number saved successfully".
Choose which numbers the team can pick
- Scroll to the Available Numbers in Dialer card on the same page.
- Check every number you want your team to be able to call out from. Uncheck the rest.
- Make sure the number you chose above is checked here too — otherwise the team never sees your default.
- Click Save Display Numbers. You will see "Display numbers saved successfully".
There are two Save buttons, not one
Save Default Number only saves the top card. Save Display Numbers only saves the checklist. Changing both and clicking only one means half your change is lost when you leave the page.
The page will not let you save an empty list. If you uncheck everything you will get "Please select at least one number to display", and if you clear the default you will get "Please select a default number".
Common mistakes
- Saving a default that isn't checked in the list below. If your default number isn't in the available list — or has been switched off on the Phone Numbers page — the phone silently falls back to the first number in the list instead. Your team ends up calling from a line you never intended.
- Clicking only one Save button. Each card saves on its own. Click both.
- Expecting an inactive number to appear. Numbers that are switched off on Settings›Channels›Phone Numbers never show up here or in the phone, even if they were checked before.
- Looking for your masked-calling number. It is hidden from both lists on purpose so nobody calls out from it by hand.
- Leaving numbers unnamed. An unnamed number shows as Unknown in the phone's dropdown. Name them on the Phone Numbers page first.
- Changing things mid-shift. Team members on calls will see the list change underneath them. Make changes during a quiet period and tell the team afterwards.
The From number resets after every call
If someone switches to a different From number for one call, the phone snaps back to your default number as soon as that call ends. This is normal — it is not a bug, and it means a one-off change never sticks by accident.
More detail (5)
When to use it
- You just set up your company and your team has never called out before.
- You bought a new phone number and want it available to the team — or want it hidden from them.
- Your team has dozens of numbers and the phone's dropdown has become impossible to scroll.
- Customers are being called back from the wrong brand or the wrong location line.
- You want everyone to call out from one main business line unless they deliberately change it.
How to check it worked
- Click the round phone button in the top-right corner of the app. (Team members only see this button if their role includes phone access.)
- Stay on the Keypad tab. The box at the top of the keypad is the From selector — it should already show the number you set as the default, written as the number's name, then the number itself.
- Click that box. The list that drops down should contain only the numbers you checked, and nothing else. There is a Search phone numbers... box if the list is long.
- Type your own mobile number into Enter number and press the green call button. Check that the number showing on your mobile is the one you expect.
- Hang up, then open Calls from the sidebar and confirm the test call is listed with the right number.
If the phone still shows the old list
The phone remembers its number list for about a minute so it doesn't reload on every click. Close the phone, wait a moment, and open it again — or refresh the page. Team members who already had the phone open will see the change the next time they reopen it.
What happens when someone calls from a lead
Clicking the small phone icon next to a customer's number inside a lead does not simply use your default. It works down this list and uses the first thing it finds:
- A number set for that lead's service type under Settings›Channels›Phone Masking›Service Type Display Numbers.
- The number that customer last called in on.
- The number that was last used with that lead, or the first one ever used with them.
- Your Default Dialer Number from this page.
This is deliberate — it keeps the customer seeing the same number they already know. It also means a lead can be called from a number that is not on your available list. If calls from leads are showing an unexpected number, check the Phone Masking service type numbers first.
What this page does not control
Power Dialer
Power Dialer keeps its own separate list. Set it under Power Dialer›Settings›Allowed Caller IDs. Nothing is enabled there by default, so nobody can start a dialing session until you add at least one number.
Text messages
The number your texts are sent from is set separately under Settings›Channels›SMS Configuration. Changing the dialer default does not change which number your texts come from.
Incoming calls
Where incoming calls ring is decided by Call Groups and Visual Call Flows, not here. This page only affects calls your team makes.
Per-person settings
There is one default and one list for the whole company. You cannot give one team member a different default number here — everyone shares the same settings.
A setup that works for most teams
Four steps
- Name every number on the Phone Numbers page so they are recognizable.
- Check only the numbers you are happy for customers to see and call back.
- Set your main business line as the default number, and make sure it is checked.
- Make a test call to your own mobile before telling the team anything changed.
If you run more than one brand or location, keep the checklist short and put a short note somewhere your team reads telling them which number to use for which job. The phone will not enforce it for them — it only limits the choices.