Storable CRM and Collections Knowledge Base
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Storable

Place a Call Using the Dialpad (Including Transfer, Hold & Mute)

Storable CRM


Quick Start:

  1. Use the Dialpad to place a call to a phone number or a saved contact.

  2. Use a warm transfer to speak with the new agent first, then merge the callers. For a cold transfer, merge the callers and immediately end your portion of the call.

  3. Select Mute to silence your microphone, then select it again to unmute.

  4. Click the hold control to place the caller on hold.

Important:

Never use the dialer to call a Lead or Customer. Always start those calls using the Start Call Icon on the Lead or Customer card.

Use the Dialpad

Use the dialer to quickly reach internal contacts and locations while ensuring Leads and Customers are always called through the Start Call Icon on their cards. You can also utilize the Transfer, Mute, and Call Hold functions (see below) to optimize your call processes.

Access The Dialer and Select a Location

  1. In the status bar, click Dialer (A) to open the dialer window.

  2. Review the dialer panel, where you can access saved People and Location contacts or dial a number as you would on a regular phone.

  1. In the dialer, click Calling As (B) to open the location dropdown.

  2. Select the location that should appear in the call recipient's caller ID. The list shows only locations you are currently assigned to.

Enter Or Choose A Phone Number

  1. Use Keypad (C) to click individual digits and enter the phone number, just as you would on a regular phone. You do not need to add "1" before the area code.

  2. Confirm the digits in the Number Window (D), and use the Delete Icon there if you need to correct the number.

Use Saved Contacts and Place the Call

  1. Click Phonebook (E) to open saved contact information for People and Locations.

  2. On the default Locations view, use Locations (F) to browse all company locations you are allowed to call. After you select a location, Phone (I) is enabled and turns green.

  3. Select People (G) to view all employees registered in Storable CRM. After you choose a person, Phone (I) is enabled and turns green.

  4. Use Search (H) to quickly find a location or person by name or phone number when the list is long.

  5. After you have selected your calling location and either entered a valid number or chosen a saved contact, click Phone (I) to place the call.

Use the Call Transfer Feature

Use warm and cold call transfers to quickly connect customers with the right person while keeping conversations smooth and professional.

A warm transfer lets you speak with another agent while the customer is on hold, provide context, and then introduce everyone once all three callers are connected. After introductions, you can leave the call, and the customer can continue with the new agent. A cold transfer lets you pass the call directly to another party and leave the call while the customer waits to be connected.


  1. Click Dialpad (B) to open your calling options.

  2. You can use either Keypad (C) or Phonebook (D) to enter or select the number you wish to transfer to:

    1. The dialer initially opens to the Keypad view, letting you click individual digits much like a regular phone. When entering a number to dial, you do not need to add a “1” to the front of the area code.

    2. Click Phonebook (D) to access saved contact information for people and locations. Scroll through the list or use the search function. Once you find where you’d like to transfer the call, click the entry to choose that option.

  3. Click Transfer (E) to dial the number entered in the number window. Your original conversation will be placed on hold and the phone will ring the new destination. Once the call is answered, you can begin speaking with the new destination while the original caller remains on hold.

The original caller will remain on hold during this step. For cold transfers, click Transfer (E) to merge the calls together.


  1. After you have spoken with the new agent and provided context, click Confirm (F) to merge all three callers together. At this point, you can introduce the customer to the new agent and provide any remaining context with everyone present on the call.

This step is required for both warm and cold transfers.


  1. Once you have made introductions and provided all necessary context for a warm transfer, click End Call (G) to end your involvement. The customer and the new agent will continue their call without you.


Mute a Call

Use mute to remove background noise while you continue to hear the caller, keeping conversations clear and distraction-free.

  1. While on an active call, locate the mute icon on the call controls.

  2. Select Mute (A) to silence your microphone during the call.

  3. When you are ready to speak again, select Mute (A) once more to unmute yourself.

Place a Call on Hold

Place calls on hold so agents can pause conversations without disconnecting customers, while both sides hear hold music.

  1. While on an active call, locate the Hold (A) control in the call toolbar. Click Hold (A) to place the caller on hold. Both you and the caller will hear hold music while the call is on hold.

  1. When you are ready to speak with the caller again, click Resume Call (B) to end the hold and return to the active call.

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