Who This Is For / When to Use
Users making or receiving calls in Kyrios.
Teams handling live calls, transfers, or follow-ups.
Admins configuring call scripts and reviewing call activity.
Dialer Interface Overview
When a call connects (incoming or outgoing), the dialer displays a set of call controls used for managing the conversation in real time.
These controls remain visible throughout the call unless you open a secondary panel (for example, Warm Transfer or Scripts).
Mute
Temporarily silences your microphone.
The caller cannot hear you.
You can still hear the caller.
Use this when you need to speak privately or reduce background noise.
Hold
Places the call on hold.
Both parties are muted.
Automatically triggered when starting a Warm Transfer.
Use Hold when you need to pause the conversation without ending the call.
Dial (Dialpad)
Opens the dialpad during an active call.
Used to enter selections in IVR systems (for example, “Press 1 for support”).
This feature allows IVR navigation without disconnecting the call.
Blind Transfer
Transfers the call immediately to another user or number.
No conversation occurs with the recipient before transfer.
Your connection ends once the transfer completes.
Use Blind Transfer when no introduction is required.
Warm Transfer
Warm Transfer allows you to speak with the recipient before completing the transfer.
How to Perform a Warm Transfer
Click Warm Transfer during an active call.
Search for a user or manually enter a phone number.
The original caller is automatically placed on hold.
Speak with the recipient.
Complete the transfer or merge calls if needed.
During a Warm Transfer
You can switch between calls.
You can merge calls into a conference.
If you hang up while two calls are active, you remain connected to the original caller.
Conference Call and Leaving the Call
When calls are merged, a conference call is created.
You can remove individual participants.
You can leave the call without disconnecting others by clicking Leave Call.
Quick Dialing and Contact Access
Opening the dialer allows immediate searching and dialing.
Key Behaviors
Dialing begins as you type.
Contacts are searched by name or number.
You can switch between Recents, Contacts, Keypad, Voicemail, and Queue.
Voicemail Tab
The Voicemail tab centralizes voicemail access.
Voicemail Capabilities
View voicemails assigned to you (For Me) or across the account (All, permission-based).
Play audio recordings.
Read transcriptions (if enabled).
Call back or send SMS directly from the voicemail.
Note: This feature is available on web browsers. Mobile app support is coming soon.
Call Scripts
Call Scripts provide structured guidance during live calls.
Using Call Scripts During a Call
Scripts appear in a dedicated panel beside the dialer.
Scripts can include dynamic fields (for example, contact name or user name).
Agents can follow scripts without leaving the call screen.
Selecting a Script
Click Select Script inside the call panel.
Choose from available scripts assigned to the account.
Creating or Managing Call Scripts (Admins Only)
Navigate to Settings > Phone Numbers > Advanced Settings > Call Scripts.
Create or edit scripts using the editor.
Save scripts for use by all permitted users.
Important:
Only Account Admins can create or edit Call Scripts.
Non-admin users can use scripts but cannot modify them.
Call Scripts are not available in the mobile app.
Notes During or After Calls
You can add notes directly from the call or from Recents.
Notes Behavior
Notes are saved to the contact record.
Notes help document call outcomes or follow-up actions.
Tagging Contacts After Calls
Tags can be applied immediately after a call.
Tagging Behavior
Search for existing tags or create new ones.
Tags are applied to the contact record.
Useful for segmentation, automation, and reporting.
Call Reporting and Recordings
After calls end, detailed reporting is available.
Accessing Call Reporting
Go to Reporting.
Open Call Reporting.
Available Data
Call date and time.
Call direction (incoming or outgoing).
Duration and status.
Call recordings (if enabled).
Playback speed and download options.
FAQ
What happens when I put a call on hold?
Both parties are muted until the call resumes. Calls are automatically placed on hold during a Warm Transfer.
What is the difference between a Warm Transfer and a Blind Transfer?
A Warm Transfer allows you to speak with the recipient before transferring. A Blind Transfer sends the call immediately without prior conversation.
Can I transfer both incoming and outgoing calls?
Yes. Both incoming and outgoing calls support Warm and Blind Transfers.
Can I use call scripts during a call?
Yes. Any user can use existing call scripts during a call. Only Account Admins can create or edit scripts.
How do I manage voicemail messages?
Open the Voicemail tab in the dialer to listen to recordings, read transcriptions, and respond via call or SMS. Access to the All tab depends on permissions.
Where can I find call recordings?
Call recordings are available in Reporting > Call Reporting, if recording is enabled for the number.