Power Dialer: Settings & History

What it is

The Power Dialer calls through a list of contacts one after another so your team does not have to dial by hand. You open it from the left menu: Power Dialer. The page has three tabs across the top — Lists, Call History and Settings.

This guide covers the last two: the Settings tab, where an owner or admin decides which of your phone numbers may be used as the caller ID, and the Call History tab, where anyone with Power Dialer access can look back over every call the dialer has made.

The important thing to understand about Settings is that it starts empty on purpose. No numbers are enabled to begin with, and until an owner or admin adds one, nobody on your team can start a dialing session at all. It is the first thing to set up and the most common reason the dialer appears broken.

When to use it

Open the Settings tab when:

• You are setting up the Power Dialer for the first time and nobody can start a session yet.
• You bought a new phone number and want the team to be able to dial out from it.
• You want to stop agents using a particular number — a main office line, for instance.
• An agent reports that the Call from box reads No caller ID enabled when they try to start dialing.

Open the Call History tab when:

• You want to know how a campaign went — how many were answered, how many went to voicemail, how many the customer picked up but nobody on your side did.
• You are coaching someone and want to listen back to a call they made.
• You need to read the notes an agent typed during or after a call.
• A manager wants the numbers in a spreadsheet.
• You need to find which list a particular contact was called from.

Use Calls (Log & Playback) instead when you want your whole phone system's call log, including inbound calls and calls dialed by hand. Every dialer call is listed there too, but the Power Dialer history only ever shows calls the dialer itself placed.

Before you start

• The Power Dialer must be switched on for your company. It is an optional module. If Power Dialer is missing from the left menu entirely, contact Joby support to have it added to your account.
• The role needs Power Dialer access. An owner or admin turns this on under Settings›Team Roles. Look for Power Dialer in the Industry Modules group. Without it the menu item is hidden for that person.
• Only owners and admins can see or change the Settings tab. Everyone else sees just Lists and Call History. Typing the Settings web address by hand does not get around this — the page quietly puts you back on Lists — and the server refuses to add or remove a number for anyone who is not an owner or admin, so there is no back door either.
• You need at least one active phone number. Numbers come from Settings›Phone Numbers. If you have none, the Power Dialer Settings tab tells you so and the Add number button stays greyed out. A number reserved for call masking does not count — it can never be a caller ID.
• Nothing appears in Call History until someone has dialed. Build a list first (Power Dialer›Lists›New List), add contacts, then use Start Dialing.
• Your company may use different words. "Agent" and "Lead" can be renamed for your account, so the Agent filter and the Top Agents card may read "CSR", "Rep" or something else on your screen.

Step-by-step

Let your team dial from a number

1. Click Power Dialer in the left menu, then the Settings tab at the top of the page.
2. You land on the Allowed Caller IDs card. If nothing has been set up yet it reads "No numbers enabled yet" inside a dashed box.
3. Click Add number. A small search panel opens headed Available numbers, with a box at the top reading Search by name or number…
4. Type part of the name or the digits to narrow the list, then click the number you want. You can match on either the friendly name you gave the number or the number itself. Numbers reserved for call masking are not in the list at all.
5. The panel closes, a Number added message appears, and the number moves into the list above with a green Enabled badge next to it.
6. Repeat for every number the team should be able to dial from.

Two kinds of number are refused outright, with the reason shown in red: a masking number (Masking numbers cannot be used as Power Dialer caller ID) and one that is not an active number of your organization (Number is not an active phone number of this organization). Neither can be worked around — the check runs on the server.

Stop your team dialing from a number

1. Open Power Dialer›Settings.
2. Find the number in the enabled list and click the red bin button at the end of its row.
3. A Number removed message appears and the number drops back into the Add number picker, ready to be re-enabled later.

Removing a number here does not delete it, cancel it or change anything else about it. It only stops the Power Dialer offering it as a caller ID. The number keeps working everywhere else in Joby. A session that is already running on that number is stopped at its next dial with a message saying the caller ID is no longer enabled.

Look back over a campaign's calls

1. Click Power Dialer in the left menu, then the Call History tab.
2. The page opens on the last 30 days. Change that with the From and To date boxes, or with the quick buttons next to them: Today, 7d, 30d, 90d and All time.
3. Narrow it further with the drop-downs: Outcome, Agent, List and From number. Pick a list name to see one campaign on its own. Every filter runs on the server, so it covers your whole history — however far back you set the dates.
4. The nine tiles along the top and both cards below them recalculate for whatever you have filtered to, across every page of results. They are never a total for the whole account — they always describe the filtered range.
5. Read the count badge above the table (for example 1–100 of 1,420) to see how many calls your filters kept and which slice of them is on screen. The table shows one page at a time — 50, 100 or 200 rows, set with Per page under the table — with Showing 1–100 of 1,420 calls, Page 1 of 15 and arrows to move through it.

Find one call and listen to it

1. On the Call History tab, type into the Search box (Name, phone, agent, list, or notes…). It matches the contact's name, their phone number, the agent, the list name and anything typed into the call notes, across the whole filtered range.
2. Find the row in the table. Each row shows Time, Contact, From, List, Agent, Outcome, Duration and Disposition.
3. In the Actions column at the end of the row, click the play button. A Call Recording window opens with an audio player.
4. Click the sticky-note button in the same column to read what the agent typed. That opens a Call Notes window showing the contact, the time, the list and the note text.

Both buttons only appear when there is something to show. No note typed means no sticky-note button; no recording means no play button.

Pull the calls into a spreadsheet

1. Set your dates, drop-downs and search on the Call History tab first.
2. Check the count badge above the table so you know how many rows you are about to export — the whole filtered range, not just the page on screen.
3. Click Export CSV at the right-hand end of the date row. The button is greyed out when nothing matches your filters. A progress message — Preparing CSV export… 1,500 of 4,210 — counts up while the rows are collected.
4. A file named power-dialer-history- plus today's date downloads, and a message confirms Exported 4,210 calls. Open it in Excel, Numbers or Google Sheets.

The file has one row per call with these columns: Time, Contact, Phone, From, Agent, List, Outcome, Answered by, Duration in seconds, Disposition and Notes. An export stops at 20,000 rows; if your range is bigger the message reads Exported the first 20,000 of N calls — narrow the dates and export in pieces.

Check just your own calls

1. Open the Call History tab.
2. Click My calls only at the end of the first filter row. The button turns solid to show it is on, and the Agent drop-down is greyed out while it is.
3. The tiles, the chart and the table all narrow to calls you personally placed. Click it again to go back to the whole team.

How to check it worked

• Number enabled: a Number added message appears, the number shows in the list with a green Enabled badge, and the small counters at the bottom of the card move — 1 enabled goes up, available goes down.
• Agents can really dial now: open any list from Power Dialer›Lists and click Start Dialing. In the Start Dialing Session window, the Call from drop-down should now offer the number you enabled, and the Start button should be clickable.
• Number removed: a Number removed message appears, the row disappears from the enabled list, and the number turns up again inside the Add number picker.
• Filters applied: the badge above the table changes from something like 1–100 of 1,420 to 1–100 of 142, and the Total tile matches the last of those numbers.
• Nothing matched: the table area reads "No call attempts match your filters" and both the Top Agents and Calls by Day cards read "No calls in range". That is a filter problem, not a missing-data problem — widen the dates first.
• Export worked: the file lands in your downloads folder named after today's date, the confirmation message names the row count, and that count matches the total in the badge (plus one for the heading row) unless it hit the 20,000-row cap.

Common mistakes

• Expecting a removed number to vanish from history. Past calls keep the number they were dialed from, and it stays in the From number filter. Removing a caller ID only affects future dials.
• Expecting the export to contain everything. Export CSV writes out every row your filters matched — not just the page on screen — but stops at 20,000 rows. Narrow the dates and export in pieces if a range is bigger than that.
• Looking for a recording the moment a call ends. The play button appears once the recording is ready. If a window says "Could not load recording. Please try again in a moment", close it, wait a little and try again.
• Assuming a blank Disposition means the call failed. Disposition is what the agent chose during wrap-up, and it is optional. A dash there just means nobody picked one. Outcome is the column that tells you what actually happened on the line.
• Reading Missed as No Answer. Missed (no agent) means the customer picked up but nobody on your side did — usually the agent was already on another call. It is a coaching point, not a bad number.
• Searching for a contact who was never dialed. The history search only looks at calls that were actually attempted. Someone sitting in a list who has not been reached yet will not appear.
• Hunting for the Settings tab as an ordinary agent. It is not hidden by accident, and the server would refuse the change anyway. Ask an owner or admin to enable the number for you.