Open the Dialer Softphone
Click the green phone icon in the top navigation bar. The green phone icon appears on most pages in Kyrios.
Make an Outbound Call
After the Dialer Softphone opens, choose one of these calling methods:
Dial a phone number manually using the keypad.
Select a recently used number.
Search for a contact.
Choose the call-from number if more than one outbound number is available.
Choose the Outbound Calling Number
Use the Calling From dropdown to select which phone number Kyrios uses for the outbound call. The dropdown is available when your user permissions allow access to multiple outbound numbers.
Manage an Active Call
When a call connects, use the in-call controls to manage the conversation.
Available controls can include mute, hold, transfer, keypad, contacts, voicemail, and queue options.
Mute a Call
Use Mute to turn off your microphone. When mute is enabled, the other person cannot hear you, but you can still hear them.
Hold a Call
Use Hold to place the call on hold. When a call is on hold, you cannot hear the other person and they cannot hear you.
Warm Transfer a Call
Use a warm transfer when you want to speak with another user or phone number before transferring the caller.
Start the transfer.
Search for a user or manually dial another number.
Speak with the second person.
Use Patch Call to connect both calls together.
Blind Transfer a Call
Use a blind transfer when you want to send the caller to another number and disconnect yourself from the call. A blind transfer does not require speaking with the receiving person first.
Troubleshoot Microphone Access
The Dialer Softphone needs browser microphone permission to place calls.
In Chrome, click the lock icon beside the URL and confirm that Microphone is allowed.
Check Microphone Permission in Browser Settings
If the microphone prompt does not appear, open the browser site settings and confirm microphone access is allowed for Kyrios. Set microphone access to Allow or reset the permission and try the call again.
Prevent Extension or VPN Interference
Browser extensions, VPNs, firewalls, or security apps can interfere with the Dialer Softphone. Temporarily disable extensions, VPNs, or security apps to test the call.
You can also test in an incognito or guest browser window.
Set Call Timeout
Outbound call timeout should be set to at least 20 seconds. To update call timeout, go to Settings > Phone Numbers, open the number settings, and adjust the incoming or outgoing call timeout.
Set User Permissions for Assigned Numbers
Calls use the assigned user number automatically when:
The user role is User.
The user has Only Assigned Data enabled.
If the user has access to All Records, they may be able to change the outbound number from the Dialer Softphone Calling From dropdown.
Common Issues and Fixes
The dialer cannot access my microphone
Allow microphone access in your browser settings, then refresh Kyrios and try again.
Calls fail or do not connect
Disable VPNs, browser extensions, or security tools temporarily, then test again in an incognito or guest browser window.
Calls end too quickly
Set the outbound call timeout to at least 20 seconds under Settings > Phone Numbers.
Calls are going out from the wrong number
Check the user role, data visibility scope, assigned number, and the Calling From dropdown.
FAQ
Can I use the Dialer Softphone instead of the mobile app?
Yes. The Dialer Softphone lets you make outbound calls directly from the Kyrios web app in your browser.
Can I manually dial a number?
Yes. Open the Dialer Softphone and use the keypad to enter the phone number.
Can I call a contact from the Dialer Softphone?
Yes. Open the Dialer Softphone and search for the contact by name or number.
Why are calls going out from the default number?
Calls use the assigned number automatically only when the user role is User and the user has Only Assigned Data enabled. Users with All Records access may be able to choose the outbound number from the Calling From dropdown.
How do I remove “This call will be recorded for quality purposes”?
You can update or disable the call recording message in phone number settings. Keep the message enabled when call recording disclosure is required by law.
How do I avoid being marked as spam?
Use Settings > Phone Numbers > Trust Center > CNAM to improve caller ID visibility and phone number reputation.
How do I use the power dialer?
Use Conversations > Manual Actions. A workflow can assign call tasks as manual actions, and the Manual Actions interface opens each contact card and uses the Dialer Softphone automatically.
Why do I hear a short connecting tone before ringing?
Kyrios may play a short connecting tone while reaching the recipient’s carrier. Normal ringing starts after the carrier confirms the destination device is ringing.
Why do I see a Voice Integrity tooltip after an unanswered call?
Kyrios may show a Voice Integrity prompt after an unanswered outbound call. Voice Integrity helps improve answer rates by helping keep numbers off major U.S. carrier spam lists.