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The TelemanAI Web Dialer allows agents to make and receive calls directly through their web browser without requiring additional hardware or software. This guide covers everything you need to know about using the Web Dialer.

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Overview

The Web Dialer provides:
  • Browser-based calling: No phone hardware required
  • Twilio integration: Uses Twilio Client SDK for WebRTC calls
  • SIP Trunk support: Route calls through SIP domains
  • Call recording: Automatic recording of all calls
  • Contact integration: Automatic contact lookup during calls
  • Department routing: Support for department-based call handling
  • Real-time status: Live call status and duration tracking

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Accessing the Web Dialer

1

Login to TelemanAI

Log in to your TelemanAI account with your credentials
2

Navigate to Web Dialer

From your dashboard, go to Dashboard → Web Dialer
You must have OTP verification and KYC verification completed to access the dialer.
3

Allow Microphone Access

When prompted by your browser:
  • Click Allow to grant microphone access
  • This is required for making and receiving calls
  • Permission is saved for future sessions
Without microphone permissions, the Web Dialer cannot function. If you denied access, reset permissions in your browser settings.
4

Wait for Connection

The dialer will automatically:
  • Connect to Twilio
  • Load your identity and token
  • Display “Ready” status when connected

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Web Dialer Interface

The Web Dialer interface includes:

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Main Components

  • Phone Number Input: Enter the number to call
  • Call Button: Initiate outbound calls
  • Hang Up Button: End active calls
  • Status Display: Shows current connection status
  • Call Timer: Displays active call duration
  • Contact Info Panel: Shows caller information for inbound calls
  • SIP Trunk Selector: Choose SIP Trunk for routing (if enabled)

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Status Indicators

  • Ready: Connected and ready to make/receive calls
  • Calling: Outbound call in progress
  • Ringing: Incoming call alert
  • In Call: Active call connected
  • Disconnected: Call ended
  • Error: Connection or call error

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Making Outbound Calls

1

Open Web Dialer

Navigate to Dashboard → Web Dialer
2

Enter Phone Number

In the phone number field:
  • Enter the complete phone number with country code
  • Format: +1234567890
  • Include the + prefix
The system will automatically format numbers based on your configuration.
3

Select Provider (Optional)

If you have multiple providers:
  • Select the provider from the dropdown
  • Or use your default active provider
4

Select SIP Trunk (Optional)

If SIP Trunks are enabled:
  • Choose a SIP Trunk from the dropdown
  • Calls will route through the SIP domain
  • Leave blank to use standard Twilio routing
SIP Trunk routing may offer cost savings and additional routing options.
5

Click Call

Click the Call button to initiate the call:
  • Status changes to “Calling”
  • Wait for the recipient to answer
  • Call timer starts when connected
6

Conduct Your Call

During the call:
  • Speak normally into your microphone
  • Use headphones to avoid echo
  • Monitor call timer
  • Take notes if needed
7

End Call

When finished:
  • Click Hang Up button
  • Or wait for recipient to disconnect
  • Call history is automatically saved

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Receiving Inbound Calls

The Web Dialer can receive incoming calls when you’re logged in.
1

Ensure Dialer is Active

Keep the Web Dialer page open and active:
  • Browser tab should not be closed
  • Microphone permissions enabled
  • Status shows “Ready”
2

Set Agent Availability

Navigate to Dashboard → Inbound Call (Dialerpad):
  • This marks you as available for inbound calls
  • Incoming calls will route to your Web Dialer
  • System tracks your availability status
Use the dialerpad page to signal you’re ready to accept calls.
3

Incoming Call Alert

When a call arrives:
  • Browser plays ring tone
  • Status changes to “Ringing”
  • Caller information displays (if available)
  • System shows contact details if in database
4

Answer Call

The call connects automatically or:
  • Click Answer button
  • Call timer starts
  • Contact info panel shows caller details
5

Handle the Call

During the inbound call:
  • View contact information in the panel
  • See caller name, phone, email, etc.
  • Access call history for this contact
  • Take notes or update contact info
6

End Call

Click Hang Up when finished or caller disconnects

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Using SIP Trunks with Web Dialer

If SIP Trunks are enabled, you can route calls through SIP domains.

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Enabling SIP Trunk Dialing

1

Verify SIP Trunk Configuration

Ensure:
  • SIP_TRUNK=YES in environment configuration
  • At least one active SIP Trunk configured
  • SIP Trunk authentication is set up
  • Test connection is successful
2

Open Web Dialer

Navigate to Dashboard → Web Dialer
3

Select SIP Trunk

In the Web Dialer interface:
  • Look for SIP Trunk dropdown (appears when enabled)
  • Select your desired SIP Trunk
  • SIP Trunk info panel displays configuration details
4

Make Calls

With SIP Trunk selected:
  • Enter phone number as usual
  • Click Call
  • Call routes through your SIP domain
  • Status shows “Calling via SIP Trunk”

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SIP Trunk Call Flow

When using SIP Trunk routing:
  1. You enter phone number and click Call
  2. System retrieves enhanced token with SIP Trunk data
  3. Twilio Client connects using SIP domain
  4. Call routes through SIP Trunk domain instead of regular Twilio number
  5. Call connects to destination

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Benefits of SIP Trunk Calling

  • Cost efficiency: Potentially lower per-minute rates
  • Flexibility: Multiple routing options
  • Department routing: Calls can be tracked by department
  • Scalability: Support for multiple SIP domains

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Call Controls and Features

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Call Timer

The call timer shows:
  • Active call duration in MM:SS format
  • Starts when call connects
  • Resets after call ends
  • Used for billing and reporting

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Contact Information Display

During calls, the system automatically:
  • Searches contacts by phone number
  • Displays matching contact information
  • Shows contact name, email, country, profession
  • Displays “No caller data found” if no match

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Call History Logging

Every call automatically creates:
  • Call history record with duration
  • Call status (answered, no answer, busy, failed)
  • Call recording URL (if enabled)
  • Cost calculation
  • Timestamp and date

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Department-Based Routing

The Web Dialer supports department-specific calling.
1

Access Department Dialer

Navigate to Dashboard → Dialer → [Department Name]Replace [Department Name] with your department slug
2

Make Department Calls

Calls made through this dialer:
  • Use department-assigned provider
  • Track to department metrics
  • Follow department call routing rules

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Audio Quality Settings

For optimal call quality:

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Hardware Recommendations

  • Microphone: USB headset or built-in laptop mic
  • Speakers: Headphones (strongly recommended to avoid echo)
  • Internet: Minimum 100 kbps upload/download per call
  • Browser: Latest Chrome, Firefox, or Edge

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Browser Settings

  1. Go to chrome://settings/content/microphone
  2. Ensure microphone access is allowed for your domain
  3. Select correct microphone device
  4. Test microphone levels
  1. Go to about:preferences#privacy
  2. Scroll to Permissions → Microphone
  3. Click Settings next to microphone
  4. Allow access for your domain
  1. Go to edge://settings/content/microphone
  2. Allow microphone access
  3. Select your microphone device
  4. Test audio levels

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Network Requirements

  • Bandwidth: 100+ kbps per concurrent call
  • Latency: Under 150ms recommended
  • Jitter: Under 30ms for best quality
  • Firewall: Allow WebRTC and Twilio domains
Poor network conditions may cause audio quality issues, dropped calls, or connection failures.

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Call Recording

All calls are automatically recorded when enabled.

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Recording Settings

  • Recording mode: record-from-answer-dual
  • Format: Saved as audio file
  • Storage: Linked in call history
  • Access: Available in call history details

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Accessing Recordings

1

Navigate to Call History

Go to Dashboard → Call History
2

Find Call Record

Locate the call in your history:
  • Search by date
  • Filter by phone number
  • Sort by duration or cost
3

Play Recording

Click on the recording URL to:
  • Play audio in browser
  • Download for offline access
  • Share with team members (if permitted)
Ensure you comply with local laws regarding call recording and customer notification.

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Best Practices

  • Always use a headset to prevent echo
  • Use USB headset for better quality than Bluetooth
  • Test audio before important calls
  • Ensure quiet environment
  • Close bandwidth-heavy applications during calls
  • Review contact information before calling
  • Prepare call script or talking points
  • Have CRM or notes ready
  • Check account balance before calling
  • Test dialer connection at start of shift
  • Introduce yourself clearly at call start
  • Speak clearly and at moderate pace
  • Use professional language
  • Take notes during calls
  • Update contact records after calls
  • Use wired internet connection when possible
  • Keep browser updated to latest version
  • Close unnecessary browser tabs during calls
  • Monitor call quality indicators
  • Have backup calling method ready

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Troubleshooting

Problem: Cannot make calls, microphone errorSolution:
  • Check browser permissions for microphone
  • Reset permissions in browser settings
  • Try different browser
  • Check if another app is using microphone
  • Restart browser
  • Test microphone in system settings
Problem: Dialer shows disconnected or error statusSolution:
  • Verify provider is configured and active
  • Check Twilio credentials in provider settings
  • Ensure sufficient account balance
  • Clear browser cache and reload
  • Check network connectivity
  • Verify firewall allows WebRTC traffic
Problem: Choppy audio, echo, or distortionSolution:
  • Use headphones instead of speakers
  • Switch to wired internet connection
  • Close bandwidth-heavy applications
  • Reduce number of active calls
  • Check network speed (run speed test)
  • Try different audio device
Problem: Calls fail or disconnect immediatelySolution:
  • Verify phone number format (+[country code][number])
  • Check account balance is sufficient
  • Verify provider phone number is active
  • Test with different phone number
  • Check for hourly quota limits
  • Review Twilio console for errors
Problem: SIP Trunk dropdown doesn’t appearSolution:
  • Verify SIP_TRUNK=YES in configuration
  • Check at least one SIP Trunk is active
  • Ensure SIP Trunk permissions for user
  • Clear cache and reload page
  • Check browser console for JavaScript errors
Problem: Not receiving incoming callsSolution:
  • Navigate to Dialerpad to set availability
  • Ensure Web Dialer page is open and active
  • Check agent availability status
  • Verify provider number is configured for inbound
  • Check department routing settings
  • Review queue status if calls are queuing

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Keyboard Shortcuts

Speed up your workflow with keyboard shortcuts:
ActionShortcutDescription
Focus number inputCtrl + KJump to phone number field
Start callEnterWhen number field is focused
Hang upCtrl + HEnd active call
Mute/UnmuteCtrl + MToggle mute (if supported)
Keyboard shortcuts may vary by browser. Check browser-specific documentation for WebRTC shortcuts.

SIP Trunk Setup

Configure SIP Trunks for web dialer calling

Creating Campaigns

Create automated calling campaigns

Departments & Agents

Set up department-based routing

Managing Contacts

Organize contacts for easier dialing

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