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Get help with the Exafone dialer. Find answers on pacing, lists, DNC, and the agent cockpit, or contact support.
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Getting Started
How do I get started with Exafone?
Contact sales to provision the account. Admins load lists, caller IDs, skills, and a campaign. Agents sign in through the browser and take connects in the cockpit. No desk phone is required.
Who uses the dialer day to day?
Campaign admins load lists and set pacing. Supervisors watch the floor, set ratio and abandon limits, and can listen, whisper, or barge. Agents take the live answer, follow the script, and disposition the call.
Do agents need a desk phone?
No. The cockpit is WebRTC in the browser. Supervisors use the same session to listen, whisper, or join a call.
Dialing modes
Which pacing modes are available?
Predictive (dial-ahead with a drop-rate cap), progressive (one call per ready agent), ratio (a fixed one, two, or three calls per ready agent), preview (record on screen before dial), and call blast (notifications and IVR, with optional press-to-connect).
How does caller ID stay answerable?
Campaigns present an allocated caller ID. Local geo-matched numbers can rotate, with spam-score tracking and cool-off so a number is not hammered until it is tagged.
What happens when nobody answers?
Retry rules requeue only the outcomes you select, inside a cool-off window and a daily attempt cap. The same outcome can start a WhatsApp or SMS drip instead of another immediate dial. Numbers on the Do Not Call list are skipped.
CRM & click-to-call
How do I start a single call from our CRM?
Generate API credentials in Settings → API Client, obtain an access token, and place a click-to-call with the dial API. The call uses the same WebRTC session, recording, and disposition path as a campaign call.
Can a new web lead be dialed immediately?
Yes. A webhook can push the lead into a preview campaign so an agent sees the record and the dial starts within seconds of form capture, after DNC scrubbing.
How do webhooks work?
Your endpoint receives call status, DTMF results from call-blast IVR, and transfer updates. Disposition and callback events can be written back to the CRM.
Compliance & licensing
How are DNC and calling hours enforced?
Suppression lists load through the Do Not Call API. An opt-out is stored and that number is skipped on the next attempt. Calling-hour locks and attempt caps are evaluated before the dial.
Can one deployment dial for several clients?
Yes. Each client account keeps its own users, campaigns, lists, and caller-ID inventory. That is the usual setup for a BPO floor.
How does licensing work?
Accounts can cap admins, supervisors, agents, active agents, concurrent calls, calls per second, and custom contact fields. Enterprise quotes add SLA and onboarding. Contact sales for a proposal.
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