Making Calls

Dial from the keypad, click a contact’s number, or start a queue from the home screen.

Consuelo gives you several ways to start a call. Pick whichever fits the moment.

Ways to Call

Method	When to Use
Keypad	You have a phone number and want to dial it directly
Click-to-call	You’re looking at a contact record and want to call them
Search	You know who you want to call but need to find them first
Queue	You have a list of people to call in order

The Home Screen

When you open the dialer, the home screen lets you configure your session before you start calling:

• Call from — which of your phone numbers to use as caller ID
• Calling mode — single call, parallel dialing, or queue mode
• Number of lines — how many simultaneous calls (for parallel dialing)
• Assist mode — AI coaching, script mode, or none
• Local presence — auto-match caller ID to the recipient’s area code

Set these once and they apply to every call in your session. You can change them anytime between calls.

Dialing a Number

1. Open the dialer
2. Type the phone number using the keypad or your keyboard
3. Click the call button or press Enter

The dialer formats the number automatically and adds the country code if needed.

Click-to-Call

From any contact record in the CRM:

1. Find the contact’s phone number field
2. Click the phone icon next to the number
3. The dialer opens and starts the call

This is the fastest way to call someone you’re already looking at.

Searching for a Contact

1. Open the dialer
2. Start typing a name in the search field
3. Select the contact from the results
4. Click Call

The search checks names, phone numbers, and email addresses.

During a Call

Once connected, you’ll see the in-call control bar with these options:

Control	What It Does	Shortcut
Mute	Silences your microphone	M
Hold	Places the caller on hold with music	H
Keypad	Opens the DTMF pad for touch-tone input	K
Transfer	Opens the transfer dialog	T
End Call	Hangs up	E

Keyboard shortcuts only work when you’re not typing in a text field. Click somewhere outside any input to activate them.

After a Call

When a call ends:

• The call is logged automatically in the contact’s record
• If you’re in a queue, you’ll see a disposition prompt (connected, voicemail, no answer, etc.)
• The dialer either auto-advances to the next contact or waits for you, depending on your queue settings

Related

• Transfers — hand calls to colleagues
• Hold, Mute & DTMF — in-call controls
• Queue Management — work through contact lists
• Keyboard Shortcuts — full shortcut reference