Good questions.
Clear answers.
A quick guide to the questions teams ask most about getting started, dialing, compliance, numbers, and day-to-day work.
The basics
What is DialPro?
DialPro is a cloud predictive outbound dialer for US calling teams. It brings dialing, Campaigns, Lists, caller IDs, reporting, and compliance safeguards into one workspace.
Do agents need a desk phone?
No. Agents use a browser softphone. No desk-phone hardware is required for the dialing workspace.
What is the difference between a List, Record, and Lead?
A List is an uploaded file of contacts. A Record is one contact or number inside a List. A Lead is only a person an agent converted on a call.
What dialing modes are available?
Predictive anticipates agent availability, Power follows a more controlled calling pace, and Preview lets the agent review a Record before calling.
Does DialPro detect answering machines?
Yes. Answering machine detection is set per Campaign: Off, Standard, or Premium.
Can agents receive inbound calls?
Yes. An inbound call shows a popup for the agent in the browser softphone.
Can a Record have more than one phone number?
Yes. A Record can contain multiple labeled numbers, all shown in Contact Information and individually clickable to call.
Getting set up
What should we set up first?
Buy or import DIDs, create a Campaign, import a List, assign DID groups to the Campaign, and add users. An Agent can then log in and set Ready.
What files can I upload as a List?
CSV and XLSX files are supported. Choose or create the Campaign before uploading, then map your columns to DialPro fields.
What happens to columns I do not map?
Unmatched columns are saved as custom fields. Duplicate Records are checked when you submit the import.
Is DNC scrubbing required when importing?
No. Turn on DNC registry scrubbing to check Records against national DNC, state DNC, and litigator lists, or leave it off to use your own DNC column in the List. The cost is shown before you import.
Does DialPro validate phone numbers?
Yes. Number validation at import checks each number's line type and carrier. Invalid numbers are flagged and never dialed.
How do I import caller ID numbers?
Bulk import a CSV with number and label columns and enter a required Group Name for the whole file.
Why can my new Campaign not dial?
A Campaign needs at least one active DID assigned through a DID group. With no active DIDs, dialing is blocked by design.
Can I assign individual DIDs to a Campaign?
Campaign assignment uses DID groups, not individual numbers. You can select multiple groups or use Select All Groups.
Compliance & calling
How does DialPro handle abandoned calls?
DialPro keeps the abandon rate under 3% per Campaign over 30 days and throttles dialing automatically before the limit is reached.
What if an agent does not connect quickly enough?
The 2-second agent connect window starts once answering machine detection gives a result. If no agent connects in that window, a message plays with the Campaign's Seller Name and Callback Number.
Are calls recorded?
Yes. Recording is on by default. Your Agents must tell each person at the start of the call that it may be recorded and ask if that is okay; DialPro shows a suggested opening line. Your organization is responsible for recording notice and consent.
How are calling hours determined?
Calls are placed only between 8am and 9pm in the lead's local time zone, based on the number's area code.
Does DialPro check consent?
Yes. Predictive Campaigns run a consent age check and skip leads whose consent is older than your configured window.
Can we call outside the US?
No. Only US numbers are allowed. International dialing is blocked.
What happens when an agent selects a DNC disposition?
The number is added to the internal DNC list and hidden from agents. It cannot be dialed. Only a System Admin can remove it from the internal list.
Does DialPro's DNC scrub replace our own compliance work?
No. The client is the Seller and remains responsible for consent, its own National DNC Registry access (SAN), applicable state laws, and recording consent. Scrubbing is a service, not legal protection.
Numbers & billing
How does caller ID rotation work?
Caller ID rotates automatically across the DIDs assigned to a Campaign, and local presence calls from a number with the lead's area code. The Campaign cannot dial without active DIDs.
Can I buy phone numbers in DialPro?
Yes. Search for available numbers and buy them in-app. The charge comes from your wallet.
What is DID Health?
DID Health checks your numbers for spam risk, sets daily call limits per number, and automatically rests numbers that get flagged. We fix burned numbers, we don't sell you more.
What happens if my wallet cannot cover a number purchase?
The entire multi-number order is refused. DialPro does not partially complete the purchase.
How is the wallet topped up?
Top up by card inside the app; the credit is added automatically. The Billing tab shows your balance and full usage history.
What happens if the wallet balance is low?
You get a low balance alert. If the balance cannot cover an owned number's monthly charge, the number can become Suspended, with a 30-day grace period before it is released.
How much does DialPro cost?
The subscription is per seat per month. Services such as numbers, DNC scrubbing, and number validation are paid from a pay-per-use wallet, so you pay only for what you turn on.
Agents & insights
Which roles are available?
System Admin handles account-wide administration and user management, Admin handles operational management, and Agent works in the calling workspace.
When does Wrap-up end?
Wrap-up starts automatically when a call ends and stays until the agent clicks Save Call Disposition.
Is Offline a button an Agent can click?
No. Offline is set automatically when the Agent logs out. Clickable statuses are Ready, Not Ready, Break, Meeting, and Bathroom.
What happens if an Agent loses connection?
If the connection drops for about a minute, DialPro automatically sets the Agent to Not Ready.
Can I assign Agents directly to a Campaign?
Yes. Use the Assigned Agents picker on the Campaign. Agents see and dial Records only from Campaigns they are assigned to.
Which reports are available?
The Dialer Report shows live campaign metrics and abandon rate. Agent Session and Agent Performance Reports are also available; Performance includes Wrap-up time.
Can Admins block spam calls?
Yes. Admins can block unwanted incoming numbers from Research Calls. Calls from a blocked number are rejected before they reach an agent.