Dialer and call settings

Use the dialer to work through prospects with their account context beside you. Choose the number people see, move between call tasks with power dialing, and use saved voicemail messages for repeatable follow-up.

Open Settings → Calls and choose your Call mode:

• Click to copy: clicking a contact's phone number copies it for use in your calling tool and opens call logging in Athean.
• Athean dialer: place calls through Athean with browser audio. You need an assigned caller number and microphone access.
• Zoom Phone: use your connected Zoom Phone integration. During a call, select Open Zoom Phone to use its controls.

With Athean dialer, use Phone numbers → Purchase number to choose an available number, or verify a personal number you already own. Set as default selects the number you normally call from. If calling reports no assigned numbers, Get number opens setup.

Save your settings. To connect a calling platform your team uses, chat with us.

Verify an existing work or personal number to use it as your outgoing caller ID, which is the number a prospect sees when you call through Athean. Have the phone ready to receive the verification call.

1. Open Settings → Calls and select Athean dialer as your call mode.
2. Under Phone numbers, select Verify personal number.
3. Enter your Phone number and, optionally, a Friendly name so you can recognize it later.
4. Select Call me to verify. Answer the call and enter the code displayed in Athean using your phone's keypad.
5. Select I entered the code. When verification succeeds, the number appears with a Personal badge.
6. Select Set as default if needed and check for the Default badge. Review From when placing your next call.

If you want to use that number consistently, turn off Number pool; pool calling can select a different number for each destination.

Verification connects your number as an outgoing caller ID. Your existing phone service continues to handle calls made to that personal number. To forward incoming calls that Athean handles, configure Call forwarding separately.

If verification is incomplete, finish entering the displayed code on the verification call, then check again. If the code expires, restart verification.

Local presence uses your organization's pool of phone numbers to choose a caller number relevant to the person you are calling. Athean first looks for an area-code match, then falls back to numbers in the same metro area or state, or another available pool number.

1. Use Athean dialer as your call mode.
2. Open Dialer settings beside the phone control, or Settings → Calls, and enable Number pool.
3. Review the From number during your call. A Local presence badge can appear when a different pooled number is being used.

The selected number depends on the destination and the numbers available in your organization's pool. The badge identifies pool calling; it does not guarantee an exact area-code match.

Turn off Number pool to use your own selected caller number. If the setting is missing, the feature may need to be enabled for your organization; chat with us about your team's calling needs.

1. Select the phone control labeled Open dialer. Open Settings → Microphone & speaker → Test to test your audio and choose the devices Athean dialer uses.
2. Start from a contact's phone number, Start call in Task flow, or the dialer's Dial tab to enter a number.
3. Review the From and To numbers. During an Athean dialer call, use the microphone control to mute or unmute, the keypad for phone-menu digits, and Hang up when finished.

You can mute before the call connects. Recording and voicemail controls appear when supported by the call. Zoom Phone calls use the Zoom Phone window for call controls.

The dialer also has Recents for recent calls. If you see Microphone access required, choose Enable microphone. Follow How to enable and Retry if access is blocked; use Reconnect now if the phone service is offline.

Power dialing helps you work through a calling session with less manual navigation. Auto-dial starts the next call as task flow advances; Auto-log non-connects handles unsuccessful attempts so you can keep moving.

1. Check your caller number and audio, then open Tasks. If you are starting with a new audience, create call tasks from those contacts first. Filter for the call tasks you want to work and put them in the order you want to call.
2. Select the tasks, or use the current page's batch. Task flow uses eligible, incomplete tasks assigned to you; each needs an associated account. See Start with a focused queue.
3. Open Dialer settings and enable Auto-dial. Turn on Auto-log non-connects if you want Athean dialer to log busy, no-answer, failed, canceled, and disconnected attempts automatically.
4. Select Start with N tasks and complete the audio check if shown. Use Start call when offered; Auto-dial handles calling when the flow advances to the next call task.
5. After a conversation, record the outcome and next step. Complete the task, choose another available number, or schedule a later attempt as appropriate. The flow then continues according to that choice.

The play/pause control beside the dialer switches auto-dialing on or off. Turn it off when you want to review each contact before starting their call. To end an active call, use Hang up.

Auto-dial and Auto-log non-connects control different parts of the session. Auto-log records supported unsuccessful attempts; Auto-dial controls automatic continuation. With auto-logging off, finish the call's wrap-up yourself.

An incoming call pauses auto-dialing. After handling it, use Re-enable in the notice or the dialer's play control when you are ready to continue.

A voicemail drop leaves a saved recording so you can deliver a consistent message without repeating it on every call. Prepare messages for the situations you call about, then choose the right one when you reach voicemail.

1. Open Settings → Voicemails.
2. Select Record new, use Record and Stop, then listen back. Use Re-record if needed. To use an existing MP3 or WAV file, choose Upload.
3. Give the message a recognizable Name and select Save. Check that it appears in your voicemail library and play it back.
4. During a supported connected Athean dialer call, select Drop voicemail and choose the saved message. The control becomes available after the call connects and requires a saved message.
5. Athean disconnects your side of the call and handles playback to the destination. Check the call activity afterward for VM dropped, Drop skipped, or Drop failed.

The initial success notice confirms the drop was requested. The activity status tells you the recorded result; open its details when a drop was skipped or failed. Delivered messages can be played from the activity.

Your voicemail library includes playback and deletion controls. Deleting a message removes it from future choices; it does not remove playback from historical activity. To change the recording, save a new message.

Manual voicemail drop depends on your Athean dialer calling setup. To handle voicemail automatically during a session, configure Auto-end call on voicemail and a default message.

After a call, record its disposition (the outcome of the attempt) and add useful Notes. Built-in outcomes include Connected, Left voicemail, No answer, and Issue. Your organization may replace these with its own dispositions.

Review the next step before selecting Log call. The options depend on the contact's task and sequence:

• Mark step complete or Mark task complete finishes the current work.
• Try again later schedules another attempt; choose the timing shown.
• Try another number calls another available number for the same contact.
• End sequence, Schedule follow-up, or Do nothing handle other outcomes when available.

The log acts only on the work the call belongs to. After a call from a task, Mark step complete or Mark task complete completes that task, and Try again later reschedules it. After a call without a task, Mark step complete and Try again later act on the contact's current sequence step only when that step is a call. For any other step, such as an email, they are unavailable (hover over them to see why), so choose Do nothing, End sequence, or another available option. When the task you called from is not part of the contact's sequence, the option reads Mark task complete and completes only that task.

Custom dispositions may also mark a number correct, incorrect, or disconnected, or pause a sequence. Read the explanation attached to the selected outcome. Administrators manage these in Org settings → Custom dispositions.

If a call still needs logging, open Calls to log and select it to finish. Ending a call and completing its task are separate decisions; choose the appropriate next step in the log.

Dialer settings beside the phone control, also available in the dialer's Settings tab, gives you quick controls during a session. Settings → Calls includes call mode, phone numbers, recording, and incoming-call setup.

Quick Dialer settings changes save as you make them; review any error if a change does not stick. Save changes made in the main Settings form. Audio testing, number-pool calling, auto-logging non-connects, and automatic voicemail handling require Athean dialer call mode.

Handle voicemail automatically

1. Open Dialer settings or Settings → Calls with Athean dialer selected.
2. Enable Auto-end call on voicemail.
3. Choose a Default voicemail message from your saved recordings, or None to end detected voicemail calls without leaving a message. Save if you are using the main Settings form.

When voicemail is detected, Athean ends your side of the call and requests the selected message drop when one is configured. Review the resulting activity and the disposition shown in settings. Your administrator controls the default voicemail outcome through Custom dispositions.

For eligible calls, Athean logs the voicemail outcome and can continue to another number or complete the call task according to the available numbers and Auto-dial setting. If you have already started editing the wrap-up, the call has no contact, or required context is missing, finish the outcome manually.

If the message selector is unavailable, enable auto-end and save a voicemail message first. Automatic detection and a requested drop do not by themselves establish that a message was delivered; check the activity result.

Choose what gets recorded

Call recording in Settings → Calls sets your Athean dialer recording preference. Review the in-app recording notice and your organization's requirements before enabling it, then select Save changes.

During a supported active call, Disable recording prevents that call's recording from being retained. This is a one-way choice for the current call. A voicemail message played after your side disconnects is available through its voicemail activity, separately from your call recording.

Apply your organization's recording settings

Organization administrators manage the shared settings for Athean dialer in Org settings → Call recording:

• Default call recording mode: sets the starting preference for new users. Review an existing user's own Call recording setting when checking their expected behavior.
• Suppressed countries: prevents recording for matching outbound destinations and inbound callers. The call can still take place.
• Two-party consent states: shows a reminder for matching calls. Recording can already be in progress when the reminder appears. To prevent the call's recording from being retained, choose Do not record in the reminder or use Disable recording in the call controls.
• Record answered inbound calls: enables recording for answered calls in the Athean browser dialer when the user's recording preference is also on. Forwarded calls and inbound voicemail are handled separately.

1. Review the choices that should apply to your team.
2. Select Save changes in the organization settings footer. These edits remain pending until saved.
3. Wait for Call recording settings saved. If saving fails, review the error and save again.
4. Reopen Call recording settings to confirm the saved choices. When reviewing a particular call, also check the user's preference, call direction, and any country suppression that applies.

When an incoming call appears, use Answer call or Decline call. Zoom Phone calls provide Open Zoom Phone to handle the call there.

For Athean dialer, Call forwarding in Settings → Calls sets the phone number that receives incoming calls handled by Athean. Leave it blank to receive those calls in the app. A valid forwarding number saves when you leave the field.

Inbound voicemail greeting is the message callers hear when you do not pick up. Use Record greeting or Upload file, preview the greeting, and select Save greeting. Keep it brief: recording stops automatically at the maximum length, and Save greeting is unavailable for an uploaded file that is too long. Use Replace with recording to record a replacement, or Reset to default to return to the standard greeting.

This greeting serves unanswered calls handled in Athean. Forwarded calls use the destination phone service's voicemail. Your saved outbound voicemail drops are separate messages.

Block a number to stop repeated unwanted calls from reaching you. Your blocked numbers apply only to your own incoming calls through Athean dialer.

1. Open Settings → Calls with Athean dialer selected as your Call mode, and find Blocked numbers.
2. Enter the phone number, including its country code, and select Block number. The change saves immediately.
3. Check that the number appears in the list.

Calls from a blocked number do not ring your Athean dialer or forwarding number, cannot leave voicemail, and do not create call activity or notifications. The caller hears a busy signal. This also applies when someone calls back one of your organization's pool numbers and the call routes to you.

To allow the number again, select Unblock beside it. If Athean reports that a number is invalid, enter it with its country code and without an extension.

• Your personal number is missing: finish phone verification and check for its Personal badge. If you expected it to be selected, use Set as default.
• The From number is different: check Number pool. Turn it off to use your own selected caller number.
• A setting is disabled: read its explanation and check Call mode. Some features require Athean dialer or organization enablement.
• Audio is missing: open Microphone & speaker → Test and check microphone permission and the selected devices. A disconnected saved device falls back to the system default.
• The next call does not start: check Auto-dial, an incoming-call pause, any unfinished call wrap-up, and whether the next task has a callable number.
• A voicemail was skipped or failed: open the activity details, check that your saved message is available, and review the call's outcome before making another attempt.
• An expected caller cannot reach you: blocked callers hear a busy signal. Check Blocked numbers in Settings → Calls and select Unblock if their number is listed. See Block unwanted callers.

For help, contact support with the affected call, its time, the call mode, and any displayed error.