FAQs | Atlas Engage Dialer

What is being launched?  

On March 16, 2023, Convex will deliver a new engagement feature that allows users to make phone calls directly out of the Atlas web application.  This gives users a quick way to engage with their customers without having to leave Atlas.

How does this product support the Commercial Services Platform for Revenue Acceleration

By making phone calls directly from Atlas, users can more efficiently engage their prospects and work through their targets at scale.

Who has access to this feature in Atlas?

Engage Dialer is part of our Engage Add-On package.

To continue providing the best experience for our customers, the Engage Add-On package (dialer with unlimited calls, e-mail integration, read receipts, & activity tracker) will be available at no cost for the duration of the early access period. Contact your Convex representative for more information.

Where can this feature be used in Atlas?

Anywhere in the application where the “Call” button appears.  For example, this is available when looking at contact information on the Contact Details Panel (CDP) or within a list of contacts.  

The contact details panel now has new EMAIL and CALL buttons

How is the Atlas Engage Dialer used?

Atlas Engage Dialer allows the user to dial a user that has a phone number saved in Atlas.  It will place a phone call, through the browser, to the selected number.  

What controls does the user have while making a call?

Here are the set of capabilities for this release:

• Select which phone number of the contact to call (if there are multiple numbers available).  
• Place or end a call from the dialer controls 
• Mute a call 
• Change input and output settings for your device 
• Optionally import a phone number to be used for Caller ID
• A number pad in case the user needs to enter more information when placing a call (e.g. - extension or phone tree choices).

How does the Caller ID option work?

A user can choose to add their phone number, so their name/phone number shows up for Caller ID.  Upon adding your phone number, any call will appear to originate from your phone number.  

How do I set up Caller ID for my number?

A user would select this option and then go through validation steps:

• The user will receive a call at the number they will be using
• The user will receive a code that will need to be entered in Atlas to validate.
• Once the code has been validated, the user can place calls and have those calls appear to come from the number selected.  
• The imported number will be the default number used to make calls, until the user changes the number or selects the generic Atlas number.

If I use my number, is there an associated cost?

No, using a phone number to represent the Caller ID is not the same as making a phone call from that number, and therefore does not incur any charges.  

Can a user have more than one validated number?

No, the user can only use a single validated number at a time.  They can, however, validate new numbers at any point in time.  But they can not have a list of validated numbers to choose from.

Any restrictions on imported numbers for Caller ID?

The only restriction is the user must be able to accept a phone call at the number they are importing.  This is required to validate the number.

What is the generic Atlas number?

If the user does not wish to import a number for Caller ID, calls will come from a generic Atlas phone number.  The exact phone number is subject to change.

Currently, the default Atlas number is [phone]

Can I purchase a number to be used specifically for Atlas Dialer?

Users are welcome to purchase a phone number to be used with the Atlas Dialer.  However, at this time, we do not support the purchase of numbers in Atlas.  This would need to be done by the user outside of Atlas.  Once a number is purchased, it can be imported as the Caller ID.  

** IMPORTANT ** - Users should make sure they have a means to receive calls on a purchased phone number as this is how validation occurs with the Atlas Dialer.

Can a user receive calls to Atlas?
No, at this time we do not support inbound calls to the generic Atlas number.  This is another reason we encourage users to set up Caller ID so that calls back will simply go to the user’s number.

What if a contact calls the generic number back?

This is an Atlas number only and is not a monitored line.  The contact would hear a generic message and does not have the ability to leave a message.  It is highly encouraged, if you expect call backs, to use the caller ID option so they can return calls to your personal number.

Where can a user see notes from a call?

Notes within the dialer are the same as the contact notes.  Opening the contact details panel will display those notes.  

Does each call have its own note?

No, the notes are connected to the contact itself, so there is a single text field entry.  We recommend using a date/time indicator to separate various notes in this field. 

Are calls recorded?

No, at this time no calls are recorded in Atlas. 

Does this feature support conference calling?

No, at this time the Atlas Dialer does not support conference calls.

Can I get a transcript of the call?

No, at this time we do not provide a transcript of the calls.  This is a feature we are considering for a potential future release.  

Can I directly input a phone number into the Atlas Dialer?

No, there is no ability to use the dial pad to make a phone call right.  The dial pad can only be used to enter additional information, such as an extension or phone tree option.  

Can I just dial a contact that is not saved in Atlas?

Yes, this is possible to do.  Any screen in Atlas that displays a phone number will initiate the Atlas Dialer for use.  However, if the contact is not saved, making a phone call will result in the contact being saved to Atlas.  

An example of this is searching for contacts on a property and pulling open the directory for the property by clicking “Show All.”  These contacts are not saved to Atlas, but engaging with them through a phone call WILL save them as an Atlas contact.

The advantage to this is having the ability to track future activity for the contact, including phone calls and emails made by anyone in your organization to that contact.