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Options within the Dialer
Master in-call controls—mute, IVR dialpad, hold, warm/blind transfer—plus quick dialing, scripts, and post-call notes and tags.
Handling Calls More Efficiently Without Switching Between Tools
During live calls, teams often need quick access to transfer options, hold controls, call notes, and IVR navigation without interrupting the conversation.
The BizStackPro dialer includes built-in controls for call handling, transfers, scripting, tagging, and post-call follow-up directly inside the calling interface.
Without understanding these controls, calls can become harder to manage, transfers may fail, and important follow-up details can get missed after the conversation ends.
This guide will walk you through the available dialer options so you can handle calls more smoothly and manage the full conversation workflow from one place.
To begin, review the in-call controls available inside the dialer and how each option affects live call handling.
In-Call Controls
- Mute: Silences your microphone while you continue to hear the caller.
- Dialpad (IVR): Sends DTMF tones so you can navigate phone trees (for example, “Press 1 for billing”).
- Hold: Mutes both parties until you resume the call.
- Warm Transfer: Call the recipient first, switch between lines, then connect (and optionally patch/merge).
- Blind Transfer: Transfer immediately without speaking to the recipient first.
Note: Starting a Warm Transfer typically places the original caller on Hold automatically while you dial the recipient.
Warm Transfer — How It Works
- Click Warm Transfer.
- Search a teammate/contact or enter a new phone number.
- A second call line opens—switch between calls as needed.
- When ready, click Patch Call (or merge) to connect both parties.
Tip: Warm and blind transfers are commonly available for both inbound and outbound calls.
Blind Transfer — Fast Handoff
Use Blind Transfer when you don’t need an introduction. The caller is handed off immediately to the destination number.
- Great for routing to a main line, queue, or department.
- Ideal when the recipient already has context (or a script/queue handles intake).
Quick Dialing & Search
- Start typing as soon as the dialer opens to search contacts and numbers.
- Use Calling From to select the outbound number—often searchable by its friendly name.
- Jump to Contacts and Recents for faster follow-up.
Call Scripts (Web App)
Call Scripts help teams stay consistent. Admins create scripts in Settings → Phone Numbers → Advanced Settings → Call Scripts. Agents can open Scripts during calls to follow the guide.
Heads up: Scripts are typically available in the web app (not mobile).
After the Call
- Add Notes: From Recents, open the call entry and capture outcomes and next steps.
- Add Tags: Apply tags from Recents to segment contacts or trigger automations.
- Call Reporting: Visit Reporting → Call Reporting for logs, recordings, and metrics.
Work faster on every call
Use warm transfers, IVR dialing, and scripts to keep conversations smooth—and document everything with notes and tags after you hang up.
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Frequently Asked Questions
What’s the difference between Warm and Blind Transfer?
Warm Transfer lets you speak to the recipient first and optionally patch/merge calls. Blind Transfer sends the caller immediately without an introduction.
What happens when I press Hold?
Both parties are muted until you resume. Hold is also commonly triggered automatically when you start a Warm Transfer.
Can I navigate IVRs during a call?
Yes. Open the Dialpad to enter DTMF tones (like “Press 1…”) during the call.
Who can create Call Scripts?
Admins create scripts in Settings. Agents can use scripts during calls in the web app.
How do I add notes or tags after a call?
Open the call entry in Recents to add notes and apply tags to the contact.
Where do I see logs and recordings?
Go to Reporting → Call Reporting to review logs, recordings, and performance metrics.
Every control, one dialer
From transfers to tags—handle the full call lifecycle without leaving BizStackPro.
Better handoffs. Cleaner follow-up.
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