Chime's Three Line Dialer was designed to increase calling efficiency. It enables Chime users that have this option with their call package to dial up to three leads at once as a way to get through a long list of contacts in a short period of time.
- This feature is only available if you have purchased the Three Line Dialer package. None of the other call packages include multi-line dialing. For more information on adding a call package, reference the following article: Add Call or Text Packages.
- You can make 2,000 calls per day in the 2/3-line mode. There is no limit for the number of calls that can be made in the single-line mode with the Three Line Dialer package. Minutes are not limited.
Do You Need the Three Line Dialer?
This article covers using the 2/3-line package that is available, but you might not need this package! So, how do you choose between single-line and multiple-line dialing? Chime has put together a list of questions to help you determine what would work best for you. Answering these questions can help you decide which mode is right for you.
- Question 1: How many calls do you make per day? You should answer this based on the number of calls made per day. For example, 50-100 calls: Choose single-line Dialer. >100 calls: Choose multiple-line Dialer.
- Question 2: Does your call list have a high connection rate? If the connection rate of your call list is high, you should choose to use the single-line dialer because calling multiple people at once but only being able to speak with one of them could be problematic if the connection rate is high. Otherwise, if you are cold-calling, you can use the multi-line dialer to help you quickly filter out fake leads and see if you can get someone on the phone.
- Question 3: What is the impact of a dropped call? If each connected call means a lot to you and calling back later may result in losing this customer, keep in mind that when using the multi-line dialer, if multiple people answer they will hear a recorded callback message. Also, if you expect a great connection rate from the call list, you will likely want to avoid dropped calls as much as possible. This means you should use the single-line dialer. Choose the multiple-line dialer if you are ready to plow through a list of calls quickly and on a regular basis.
To access the call settings, access either a Smart Call List or a Standard Call List by clicking on the phone icon in the bottom-right of the screen and then click on the list.
Set up each of the call settings to make sure you are ready to go as you dial through the list:
- Number of Lines to Dial With - Select the number of lines you want to use when calling (one, two, or three).
- Seconds of ringing before call is considered "No Answer" - Select the number of seconds that a call should ring before disconnecting and moving on to the next call.
- Callback message to play if multiple lines answer - Select the message you want to have played if more than one person answers the call at the same time. A callback message is required if you are dialing with more than one line. You can record the message by going to the CRM > Settings > Dialer > Manage Dialer > Voice Message.
- Call Script - Select the call script template you want to use during the calling session. See Call Scripts for more information.
- Questionnaire - Select the questionnaire template you want to use during the calling session. See Call Questionnaires for more information.
- Auto Text After Every Call - Enter or select a text template you want to send automatically to the leads you call after each call is made.
1. Click the "Start" button on the Call Settings page to begin the calling process.
2. Connect to your bridge phone
- The system will start by calling the number you have saved in Settings > Manage Dialer > Dialer License > My Dialer License > Bridge Number. After you answer the bridge phone, the system will begin to call your leads.
- If you do not receive a call on your bridge number, click the link for "Not receiving a call? Click here to exit" so you can try again to exit the call process and try again.
3. If you selected the 2/3-line mode, the system will call two or three leads at the same time.
(a) If your lead does not answer the call within the time you selected in the settings for "Seconds of ringing before call is considered 'No Answer'," the system will hang up on the lead automatically and move on to the next one and a call log will be generated on the timeline of the lead's profile.
(b) If a lead answers the call within the time you selected in the settings for "Seconds of ringing before call is considered "No Answer". . .
- The lead card on the top of the panel will turn green and you can start talking to the lead. You are then able to choose the call outcome, take notes, send texts, add a new appointment/task, or leave a voice message during the call. Refer to “Click to Call” Function for more details on how that part works.
- Once the call ends, the lead card will turn red and shows the call as "Disconnected." You can then record any details on the call results page. After you click on "Save," a call log will generate on the timeline of the lead’s profile.
(c) If a lead answers the call within the time you select in "Seconds of ringing before call is considered 'No Answer'," but you are already talking with another lead.
- The system will play the voice message to the lead second lead that you set up as the "Callback Message" in the Dialer Settings. This will play automatically if multiple lines answer at the same time.
- After it finishes playing the voice message, the system will hang up the call and generate a call log on the timeline of the lead's profile:
(d) To ensure calls can be connected and processed, the system will temporarily stop fetching new leads to call until you finish the current call and save the call result. Then it will continue calling the list.
4. To exit the call process while in the 2/3-line mode, click on the "Stop" button and then you will prompted with two options outlined below.
- Disconnect all calls and exit immediately. Choose this option if you want to stop the calling immediately. Be careful, this option will result in the immediate termination of calls that have been triggered.
- Exit the dialing process after finishing the current call(s). Choose this option if you want to finish with the calls that have been triggered first. After completion, the call process will end.
Sample Video (No Audio)
The following video shows you what the Three Line Dialer looks like. Please note there is no audio on the video:
If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <firstname.lastname@example.org> or by phone at 1 (855) 981-7557.